Expedia complaint : Hotel not booked on arrival :-(

Rachelcadman

Am looking for some advice on what I should do next, I travelled to Barbados with Expedia in February and on arrival I was told that I had not got a booking, they had actually told Expedia this in August when I booked online.
Their complaints procedure has been horrendous and after asking for a copy of the 59 minute call I made to them from Barbados 6 times in total, they have now said that it has been deleted ! To cut a very long story short, they offered me a higher spec hotel but at an additional cost of £1200 which I needed to pay before they would confirm ! We ended up making our own arrangements with the support of friends and stayed in 3 separate hotels during the week, the 3rd one being the one we had originally booked. For 4 nights we were in other hotels and we were unable t self cater as booked due to having to check out every 2 days in the morning and then being hotel less until we could book back in to the new hotel.
Expedia have offered me a refund of 2 nights for the time we were not in our hotel but the annoying thing is that they are NOT reading the full complaint, it was actually 4 nights we werent in it but they are just not listening !!!!
I have started a claim under S75 as paid on a card for a package holiday but I am so angry that Expedia are just not addressing my complaint seriously......
Any ideas ?

InsideInsurance

Seeing as you've decided to claim against your bank rather than Expedia it is a fairly moot point but whilst their "uk" complaints team are very poor I did find that their USA based Exec complaints team are actually very good - if you can deal with their usual american style plastic sympathy.

Plenty of sites give the email address of their exec which inevitably gets passed to this team to deal with but given you've decided to hit your bank with the bill instead its a bit late now.

Rachelcadman

InsideInsurance wrote: »

Seeing as you've decided to claim against your bank rather than Expedia it is a fairly mute point but whilst their "uk" complaints team are very poor I did find that their USA based Exec complaints team are actually very good - if you can deal with their usual american style plastic sympathy.

Plenty of sites give the email address of their exec which inevitably gets passed to this team to deal with but given you've decided to hit your bank with the bill instead its a bit late now.

Hi

I haven't decided to 'hit my bank' but after dealing with the US complaints team (based in LasVegas) they are just not understanding the problem they have caused, to me its a MASSIVE deal if you arrive in another country and have no hotel and get told that its peak season so everywhere is full, to top it all the initial 59 minute call that I asked for a copy of has now been 'Deleted ' !!!! I don't like complaining and the fact I am not being treated fairly is upsetting me more that the fact they ruined my holiday, I don't think I have been left with a choice but to contact AMEX for advice which then turned out to be a claim under S75 !!!! Do you have any Exec email addresses.....I cant find them

Cheers

InsideInsurance

darakh@expedia.com is the CEO
MartinGu@expedia.com is the Customer Experience Manager Worldwide

Not hard to trace them with a minute or two of googling

Given you can only claim from your credit card company or the merchant, not both, it sounds like you are already more advanced with the hitting the card company so may as well continue that than trying to restart with Expedia

Voyager2002

InsideInsurance wrote: »

darakh@expedia.com is the CEO
MartinGu@expedia.com is the Customer Experience Manager Worldwide

Not hard to trace them with a minute or two of googling

Given you can only claim from your credit card company or the merchant, not both, it sounds like you are already more advanced with the hitting the card company so may as well continue that than trying to restart with Expedia

I think that the OP should email the two ladies whom you have identified to let them know what happened, and how he feels about it.

And thank you for finding and posting the contact details.