An absolute nightmare!

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Gemma103's review of Expedia - www.expedia.com

“An absolute nightmare! ”

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written by Gemma103 on 28/11/2015

Do not book with Expedia/Trivago!!!!!!(same company). I am still owed a refund from August because of a fault on their part. This is my experience with them:

I searched for accommodation for 7th-8th August 2015 on Trivago, checking several times that I had searched the correct dates. Chose to book Eden house in Key West.

After having driven the 4 hour drive to key west from Miami we went to check in to the hotel. We then were told that we were booked in for the 28th August 2015!

The lady who worked at the hotel said that this has happened before and that if the hotel is not available sites such as trivago change the date to one that is available.

Eden house were fully booked and so we were unable to stay at the hotel. The lady checked for other hotels for us but there were none available under 350 dollars as it was a special festival weekend and the ones that were available were at the other side of the island.

I tried to ring trivago and was put on hold and then when I thought the phone was being answered it hung up on me (that's 8 minutes of call to an American number from a UK phone charging over £1 a minute) I then rang the complaints line and got through to someone after a few minutes but was told I had come through to the wrong number so then got put on hold again. When the phone was finally answered the lady clearly didn't understand what had happened and to my frustration as she just said let me see if I can cancel this for you oh yes I can cancel it without a fee because you are not booked in until the 28th!!!!!! She didn't understand (as she couldn't speak very good English) that it was their fault not mine! I asked to speak to her manager and I was put on hold again and I chose to put the phone down after 20 minutes as it was costing me a fortune.

We then decided to drive back up the keys and try to find a hotel on one of the other islands and at 10.30pm and after trying about 15 hotels we finally found a motel with a vacancy!

I gave up trying to get a refund while in the states but my mum kindly rang from home and managed to arrange for someone from Expedia to contact the hotel.

Several weeks later I received an email from Expedia advising me that they had contacted the hotel and that I needed to call them so that they could process the refund. I explained that it would cost me a fortune and that I would like to be put through to a manager.

Instead of dealing with one person, I had emails coming through from several different people one explaining that they needed to contact the hotel before being able to promise a refund. I was so frustrated because they had already contacted the hotel!!!!! They had clearly not looked at the string of emails prior to this one. It was clear that no one understood what I was saying and that they were clearly filling in a template of standard phrases.

I felt hopeless and worried that if I did ring this number it would not only cost me a fortune but I would be put through to someone who would tell me something different and that it would never get sorted. So finally I plucked up the courage to ring them..

The guy was very helpful, however, he said he needed to contact the hotel! What a surprise. He said that if he call was terminated for any reason then he would ring me back. I asked if he could call me any way as it was costing me such a lot of money to which he replied that calls to Expedia are free....

He contacted the hotel, put me on hold several times and eventually he managed to arrange a refund.

I then asked if there was anyone I could contact to complain as I felt I deserved compensation for the cost of my phone calls and for the hassle it had caused me. He put me through to his supervisor who was useless. By this time I had been on the phone over an hour.

I managed to find an address on the Internet which I am currently in the process of writing to.

I received my phone bill and the phone call (that was "free") cost me over £60. Oh and to top it off - it's been two and a half weeks and the refund still has not come into my account!

So now I am short of $265 dollars for the hotel and about £90 through phone calls. If I do not get a response from them after I write I will take court action.

I have looked on the Internet and so many people have had problems with them!

One simple message NEVER EVER BOOK WITH EXPEDIA/TRIVAGO.

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