Expedia Hotel Booking fiasco

MartJ

We have now managed to bypass the useless call centre going via Twitter, a phone call has now been received by my wife from Expedia saying they are looking into the complaint and will get back to us.

Seems Social Media gets a better result than trying to get somewhere via the call centre who refused point blank to put my wife through to someone with greater authority. Clearly my tweet had an effect, they don't like bad publicity after it was retweeted a dozen times.

Wait any see what happens on Monday, before taking it any further, but at the moment they have lost a number of customers amongst family and friends who think we have been treated badly by Expedia.

hcb42

I take it she booked a non refundable rate then...

sometimes, a nice sweet call to the reservations office might sort this out a bit quicker - although technically the problem is Expedias.

(I see you have booked direct for the other night, but as someone suggested hotels.com, I will point out they are the same co/same systems as Expedia.)

MartJ

We have tried the call to the hotel reservations yesterday, they said the issue was Expedia's to sort out, not them, which is technically correct, however Expedia Call Centre were insisting that they needed the hotel to approve a cancellation. But given this was a website error which an agent from Expedia said it looked like, still no refund is forthcoming, you can see our frustration, as my wife plays piggy in the middle between these to corporate organisations who don't not want to budge.

In future we will use Laterooms who we have never had a problem with, even on cancelling.

MartJ

A result, following the raising of the issue on Twitter we had a call on Sunday saying that Expedia would be revisiting my wife's complaint and last night she had a call to say that Expedia would refund the £75 as a "goodwill gesture" and because it was a small amount.

Seems going onto Twitter with the issue may have paid dividends when other more traditional routes failed. Does appear though this isn't a one off, had a few tweets about similar problems with their websites from other people, so we were not alone.