Written on: 21/08/2013
After dealing with Expedia for years, my wife and I recently decided to throw in the towel. In fairness, some of the problems that we have had have been with the hotels themselves, but most have been with Expedia's customer service. About two weeks ago, my wife and I were traveling to New York City and had reserved a room in Long Island City (a neighborhood in Queens). When we arrived, we learned that the room Expedia said they would book for us was not in fact available, so we were given a cheaper room that did not have the Jacuzzi tub for which we had paid. We didn't mind that especially, and when traveling one learns to be flexible. When we tried to get a refund for the difference, however, my wife had to stay on the phone for five hours (yes, five hours) before we got a refund for the $52 difference. Their customer "service" strategy appears to be to wear the customer down until he or she just gives up. I have had this kind of experience with Expedia before, but had also had some positive experiences previously so I kept using Expedia. As rudely as we were treated while trying to correct an error that THEY had made, however, I will never do business with them again. Use Expedia to find good rates at good hotels, then call your preferred hotel directly. You won't have the hotel and Expedia pointing fingers at each other, and you'll get a better rate.
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