CS is horrible!. Review on Expedia

A service should only be rated on the basis of what it does when things don’t work as they are supposed to. I have been using Expedia for the past few years for hotels, air tickets. with no problems and therefore with no cause to talk to their customer support or to call their toll free numbers.

The one time they goofed up has shaken my faith in them. I don’t think I would like to use them ever again. Not because they are not allowed to goof up.

Everyone goofs up. But because of the way they handled their own problems and how they left their paying client(me) to fend for myself.

Here's the long and short of it:

I was going on a weeklong driving holiday to Kerala and had booked a couple of hotels with them When I reached the first hotel in Mararikulam(near Alleppey) with their voucher, after driving 250km on bad roads, with my wife and daughter in tow, I was told by the hotel that they didn't have any record of my reservation and that they didn’t have any rooms to offer me. I gave them my Expedia voucher(itinerary # 1034286651).They refused to accept it.

I called up the Expedia helpdesk that kept me holding for 47.5 minutes, starting 4:06pm on 27th December 2011 and after being transferred to multiple desks I was informed that(1) the hotel indeed did not have any rooms that I was not informed due to some miscommunication and(2) that Expedia was unable to get me an alternate accommodation in the vicinity.

At this time the hotel manager took pity on us and offered us a lower category room that had become available due to a cancellation. We took the offer.

We informed Expedia and were told that the difference in room rate would be refunded to us and that Expedia would also compensate us for the sheer inconvenience.

As on date, we are yet to receive anything from Expedia.

No apologies. No refunds. No compensation for the inconvenience and horrendous service.

I don’t want to use them again. Not worth the risk.