"This is the worst service!
Each time I've made hotel accommodations, I've found that this company is useless.
The most recent incident occurred just this weekend. I had a two day stay booked at the Candlewood Suites Birmingham -Hoover location. I prepaid the reservation.
I did not check into the hotel at all, and both Expedia and the Candlewood Suites refused to refund the money I prepaid. Yes, both companies pocketed my prepaid stay without providing, a service.
Last time I'd ever consider Candlewood, last time I'll ever use Expedia.
I plan on sharing this information with all of my consultant friends and Human Resources department as well.
It may not ruin either company, but it will notify others of the total disregard for decency and common courtesy."

"I HAVE HAD TO WORST CUSTOMER SERVICE AND EXPERIENCE WITH EXPEDIA.COM WITH PURCHASING TICKETS. I BOUGHT A FLIGHT TICKET AND HOTEL WITH EXPEDIA AND THEY CHARGED ME TWICE FOR MY FLIGHT. I CALLED EXPEDIA WAITED FOR AN HOUR AND TOLD THEM MY PROBLEM AND THE PHONE DISCONNECTED.
I THAN CALLED AGAIN WAITED FOR ANOTHER HOUR TOLD THEM WHAT HAPPENED TO ME ON MY PREVIOUS CALL AND THE PERSON TOOK MY PHONE NUMBER JUST IN CASE WE GET DISCONNECTED. AS SHE WAS TRANSFERRING
ME THEN PHONE DISCONNECTED FROM HER END AGAIN.
SO I WAITED FOR 20 MINUTES AND NEVER GOT A CALL AGAIN.
THAN I CALLED AGAIN AND WAITED FOR 1 HOUR AND 20 MINUTES, THE PERSON TAKES MY CALL BACK NUMBER AND WAS TRYING TO CONNECT ME WITH HER SUPERVISOR AND AGAIN THEIR PHONE DISCONNECTED.

I AM SUPER DISTRAUGHT ABOUT ME BEING CHARGED TWICE THAT WILL TAKE DAYS TO REIMBURSED. THIS WAS THE MONEY I WAS SUPPOSE TO PURCHASE AN ADDITIONAL TICKET FOR MY FIANCE FOR OUR HONEYMOON AND NOW I AM AT RISK BECAUSE IF ALL TICKETS ARE SOLD OUT AND I CAN'T PURCHASE TICKETS FOR MY FIANCE, IT'LL RUIN MY TRIP EVEN MORE THAN EXPEDIA HAS ALREADY MADE IT TO BE.

I WILL NEVER USE OR RECOMMEND USING EXPEDIA FOR ANYTHING WHATS SO EVER. I HAVE NEVER HAD OR DEALT WITH THE WORST CUSTOMER SERVICE I HAVE EVER HAD IN MY LIFE.

BE ADVISED!!!! "

"I have been using Expedia since 2001. I recently booked a trip and hotel 5 weeks ahead of travel and received a notice that the flight was cancelled and I needed to call Expedia. After 5 calls the problem was still not resolved. I was given options of other flights, I selected the alternatives, and the flight changes were not made. I called today, was given alternate flights from another airport, and after an hour the supervisor said they needed a refund from the carrier before they could book the change. After 40 years of travel, I have never seen such incompetence, what happened Expedia?"

"Expedia had no record of a change to my hotel check-in date even though I had spoken with an agent and requested a change in date. This was well in advance of the cancellation time. I got a call from the hotel asking if I was coming the night of the original booking. Expedia had not notified the hotel of the change. At first it did not seem like Expedia was going to refund my money. They did eventually agree to switch the date of my stay. Not impressed at all - a LOT of time wasted on the phone - and I will make a point of not booking anything through Expedia in the future. "

"Summary

Expedia messed up a vacation package we made on phone for 5 families; they booked flight for some, but missed booking hotel for some; booked the wrong child with the wrong parents; 8+ hours on phone but in vain; customer service call keeps dropping

Details:

We are a group of 5 families who booked a vacation to a resort in Mexico. On 1/25/2014 at midnight we called Expedia to make the reservation. After spending 2 hours on the phone to complete the reservation, when the final confirmation email came through we found that there were several errors in the reservation. Even though the service was for group booking – instead of having one consolidated booking – the service agent made 3 separate bookings for 6, 6, and 5 (it appears the agent was also running into the unusual 6 person per booking issue). More egregiously, the total number of folks in our party are 17, however total guests in the rooms totalled to 12. Since it was a All-Inclusive resort, it was even more important that all guests show on the hotel room reservation. Some rooms should have had 2 adults and 2 kids, but the representative only booked for 1 adult and 1 kid. Not only that, kids of some parents were booked with different parents.

The next morning we kept trying to contact Expedia phone customer service and facing the following problems:

1. The call to the customer service consistently disconnected abruptly while talking or while being on hold for hours. And then we have to repeat the whole process all over again. Multiple folks in our group have experienced this issue. We tried calling through land line and different mobiles to rule out an issue on the phone on our side.
2. On one instance the customer service claimed that the hotel’s reservation office is closed on Sunday and they would followup the next day. However after that I called the hotel directly and confirmed that their reservations is infact open.
3. On another instance while discussing it with one of the supervisor, we sent an email to ****@**** and got a case number back. On some of our future calls to customer service, they couldn’t even find our issue by the case id number.

We were on the phone for more than 6 hours to try to get the issue resolved, however no solution. It felt that Expedia charged us and once they had the money they do not care about their customers.

Finally we called Expedia to cancel our booking, and since it was booked on Alaska Airlines and within 24 hour we were able to cancel the booking. That itself took 2 hours!

In totality we were on the phone for close to 10 hours atleast including booking, trying to get the issue resolved and cancelling.

We are all surprised at the response that we have received from Expedia on this issue. An error that was introduced by an Expedia representative, costed us several hours of stress, and spoiled a Sunday for several of us that we would have rather spent with my family.

For a lack of a better term, this experience with Expedia has been traumatic. For us a vacation that was supposed to be relaxing and energizing, Expedia caused us enough anguish that we considered dropping the vacation plan.

We wrote an email to Expedia leadership explaining this whole incident and haven’t since heard from them either.

I understand that errors can happen while making reservations, however I expect that for a company like Expedia to correct such errors promptly and not subject their customers to such a painful process. "

"I used to be a loyal Orbitz customer, but have found their site becoming more and more annoying to use. I just booked a trip through Expedia and was very impressed with the ease of using the site, the flight options and the prices. It seem that many of the customer complaints are regarding attempts to change reservations after booking. ALL of the travel sites have pretty strict and well outlined policies regarding changes to reservations, so it really should be no surprise when fees are charged or changes cannot be made. Granted, I am new to Expedia, but impressed so far. I will update my review after my trip.
"

"I called on December 4th to book a trip for March 3 thru March 9. The agent stated over the phone those were the dates he would book it for. The next day I received email confirmation and he booked it for the wrong dates. After hours and hours of phone calls, being hung up on, accused of lying and mistreated they refunded my money 4 days later. I then called back to REBOOK my vacation (wouldn't have had to if the agent wouldn't have incorrectly booked it) I got a hold of a supervisor by the name of Lola. She said she would help me rebook it for the same cost I paid which was $477/night. It had gone up to $660/night. We got disconnected after 43 minutes, not the first time this had happened. I called back and waited another 30 minutes. They told me they would not offer it. The supervisor was rude to me and only gave me 30 seconds of his time to explain. This is the worst customer service I have ever had in my entire life. Expedia was lucky i even called back to give them business then they treat me so rudely? This was all EXPEDIA'S AGENT error, not my fault as the customer. All I am asking for is the same price I paid 4 days ago and unfortunately because of the agent they had to cancel it because he booked it for December instead of March. I will make sure EVERY person I know is aware to NEVER book through Expedia and when you google Expedia every other person that has been treated like me can tell you why to stay away from Expedia. Social media travels fast! If you decide to take care of this issue you have caused please call me.
-Unhappy in Nebraska, Haley Walker"

"Website is easy to use.......THAT'S ABOUT IT!!!! YOU WILL GET RIPPED OFF BY THE HOTEL AND EXPEDIA WON'T STAND BY YOU. I PAID EXTRA FOR OCEAN VIEW ON MY TRIP TO JAMAICA WHEN I GOT TO THE HOTEL...RIU MONTEGO BAY, THEY SAID THEY DIDN'T HAVE ANY AVAILABLE OCEANN VIEW ROOMS AND OFFERED A LETTER STATING THAT THEY DIDN'T ACCOMMODATE ME ON SUCH A ROOM. FOR WHICH I WILL GET A REFUND FROM EXPEDIA WHEN I GOT BACK FROM MY TRIP, ALL I NEEDED WAS TO SEND THE LETTER TO EXPEDIA. I KINDLY ACCEPTED SINCE I DIDN'T HAVE ANY CHOICE AND I DIDN'T WANT TO TAKE MY WIFE TO THE STREETS OF JAMAICA LOOKING FOR OTHER HOTEL, ANYWAY I WAS GONNA GET A REFUND. IT HAS BEEN ALMOST A MONTH WHERE EXPEDIA PUTS ME ON HOLD FOR HOURS SAYING THEY ARE TRYING TO CONTACT THE HOTEL, THEY PROMISE A CALL BACK EVERY TIME I HOLD FOR SO LONG AND THE CALL NEVER COMES, MY TIME IS WORTH MUCH AND I WAS NOT THE ONE CHANGING THE TERMS OF THE AGREEMENT. AFTER SEVERAL DAYS WAITING FOR THE CALL THEY WERE GONNA MAKE "THE NEXT DAY" I CALLED THEM AGAIN AND THEY TOLD ME THEY CONTACTED THE HOTEL AND SINCE I ACCEPTED THE ROOM (WHICH WAS THE ONLY CHOICE THEY OFFERED AND I ALREADY WAS IN A FOREIGN COUNTRY) THEY WEREN'T GONNA ISSUE ANY REFUND. NOT TO HAPPY WITH THE SITUATION I CALLED MY CREDIT CARD COMPANY AND DISPUTED THE PAYMENT, NOW WE WILL SEE WHO IS GONNA BE CALLING WHO, I AM TIRED OF CALLING THEM, I SHOULD GET A REFUND ON MY TIME WASTED TRYING TO GET SUCH A REFUND."

"I used Expedia and regretted it.
They are a bunch of crooks.
The hidden extras are diabolical and full terms are not available until you have paid.
Please do yourself a favour and use an honest agent instead.
Customer service manned by personnel from abroad who can`t even understand you properly, you may as well save your breath.
Shame there is no way of giving minus stars in this review as they are a well deserved case.."

"Expedia customer service is a joke. They use overseas staff only, and will hangup on you without warning or tell you they can't hear you whenever they can't resolve the problem.

Will never use this horrible service.


"

"As an infrequent but long time user of Expedia, I have always had a pleasant experience with their services. However, my most recent trip to Cancun, Mexico is a shining example of how one simply cannot trust this company.
Expedia has a very convenient and (usually) accurate option to search for deals on all-inclusive vacation packages. Using this option my spouse and I recently booked a 10 night stay at the Marriott CasaMagna in Cancun. The price for the whole package was very reasonable due to, I suspect, the fact that this was the off-season for travel to Cancun.
The flight was reasonable and upon arrival to the hotel, we learned – to our surprise – that there is no “All-Inclusive” option at this particular establishment. We immediately called Expedia and after three hours of being put on hold, bounced around, dropped we finally talked to a Customer Service Representative. After explaining the situation to the CSR and his supervisor, it was agreed that Expedia had made a mistake and would reimburse us for any food or beverages we ordered from the hotel during our stay (we were to treat this stay as an all-inclusive).
As neither of us are big drinkers nor big eaters, we averaged about 2 meals and 2 drinks per day each.
At the end of the trip we had incurred $921 (CAD) in additional charges for food and beverages. Considering that the stay was for 10 days and there were 2 of us, that works out to $46/day each for food and drinks. I think this is a very reasonable amount…
When we returned home after the trip, we emailed Expedia a copy of the receipt showing the breakdown of the $921 in extra expenses incurred because of the “All-Inclusive” mistake. Then after spending over seven hours on the phone with them over the next two weeks they only agreed to reimburse us for $300 of it. Without giving us any reasons, they threatened that it was to be $300 or nothing.
In then end I’m glad that they only “stole” $621. Reading some other peoples’ reviews of Expedia’s services have shown me that it could have been a far, far worse experience costing me far more money. Needless to say I will never book another flight/hotel/vacation with Expedia ever again. I sincerely hope that people react to this kind of business practise and join me in boycotting Expedia.

TLDNR: Do not use Expedia as you will have to pay for any mistake that they make – they will not do the reasonable thing of reimbursing you."

"Booked a flight for my son and daughter on espedia because it had a banner that all booking were able to be cancelled within 24 hours for a full refund. Never got a confirmation email from them but downloaded the itinerary with number and United Airlines confirmation. Turns out it was the same price if I had booked with United. Tried to cancel online but they have no record under my email. No way search via itinerary number. Via the phone was able to verify that my trip existed, followed all the prompts for a cancellation and was on hold for 45 minutes. I think they do this on purpose and recommend people not use this at all! Sent multiple emails and have yet to receive a reply. Finally notified my credit company of the problem and had to cancel my card and get a new one. Finally cancelled with United for a quote "non refundable ticket"."

"I somehow changed my booking date but noticed as soon as I hit enter! called the hotel and they directed me to contact Expedia, which I did. He told me there was nothing he could change without a cancellation/change fee, I told him that was okay (at this point) but didnt realize it was 100%, so my 1 night stay was now $600 and it was still non-refundable!! Whats even worse is if I had just booked direct it would have actually been $50 less because they discount for AAA and it would have been refundable up to 24 hours before my res date! I would suggest to ALWAYS book direct even if its a bit more, you'll save money in the long run!
UPDATE---I will change my stars because Donna at Exedia's Corp Office (1:23 min later) did get me taken care of, still paid a little more for the extra night but atleast it wasnt $300 more!"

"I will NEVER EVER book a holiday with Expedia again!!!! I have spoken to them on the phone and they keep making mistakes with my booking. I'm not sure if the employees are not trained/educated properly because who ever I speak to always seems to disappoint me and make mistakes on my booking and here is a great example. I called up Expedia today and told the sales/customer service representative that I would like the pre purchase 1 check in baggage for my flight. I kept telling them that it's only 1 check in bag and towards the end of the day I discovered that they charged me for 2 bags. They do not understand instructions you tell them and I am extremely disappointed with the service they have provided me. I also find it difficult to understand them because of their heavy accents. Every time I call Expedia I'm on the phone for ages at least 20-30 minutes just so I can ask one question. Their service is ridiculous and not helpful at all. I have had other issues with them as well but I do not want to brag on. Do NOT book anything through Expedia!"

"Expedia is such a joke. Do yourself a huge favor and book straight through the airlines and through the hotels. They will at least try to help solve any situation you might have. Whatever you do, don't use their insurance plan since they won't refund your money regardless .... it's wasted money and just another of Expedia's ways to rip you off. What a freakin joke. BTW: Their customer service is the worst."