I had the worst experience with EXPEDIA.COM ever and do not recommend you use this service.
Sure, if everything goes through well it’s fine but when customers have a problem; don’t expect them to take care of their customers.
I had booked a room in Planet Hollywood @ Vegas for two nights Saturday and Sunday.
I decided to go Friday and Saturday instead so I called Expedia and asked the customer rep to cancel only Sunday night.
It took me 20-30 min to clarify what I was trying to do because she barely understood what I was saying.
After going back and forth trying to contact the hotel with 10 min waits in between, she comes back and tells me that my SUNDAY NIGHT HAS BEEN CANCELED.
I knew she had a hard time understanding me so I even made her repeat it 3 times. I asked her.. so I STILL HAVE SATURDAY NIGHT, and ONLY SUNDAY HAS BEEN CANCELED. Her response: "That is correct sir, I have cancelled one night for you."
So Vegas trip comes. I go to PH and tell them I have a reservation on Saturday and request a walk in checkin on Friday to see if I can get the same room. They go into their computer to check for my reservation and THE ENTIRE RESERVATION GOT CANCELED. After talking to the supervisor at PH for a while, they said I have to go through expedia since it was booked through a third party. I call expedia and they tell me I need to call back in a few hours because they can’t pull up reservations due to system updates! The rep told me there is absolutely nothing they can do at the moment. I hung up and just checked in Friday night and decided to give them a call tomorrow.
The next day, I checked with PH and asked how much it would be to extend my stay an extra night (saturday night since Expedia f’ed up my reservation), they told me $500 so I definetly had to call them up and get this fixed. The first rep had no idea what I was trying to explain to him, he just kept say "I’m sorry for the inconvenience sir" so I asked to get transfer to a supervisor. So I get transfered to a guy named Enzon who was a complete dick on the phone. His answering of the phone was "what is the problem sir" I explained the situation to him, how Expedia messed up by cancelling BOTH my reservations instead of one night and all he could say was "well it shows here sir that you have requested to cancel the entire reservation" I repeated over and over again how I DID NOT CANCEL THE ENTIRE RESERVATION, and his response OVER and OVER again was "well it shows here sir that you have requested to cancel the entire reservation" like a god damn recording.
Then he suggested/mocked and said, if you really want to stay their so bad why don’t you walk in and do a walk-in reservation. I told him it’s the principle of the matter! so he says "there’s nothing I can do it shows here sir that you have requested to cancel the entire reservation" I told him it was $500 to stay a room, and the proper thing for any big company to do would be to at least reimburse for the difference since it was their mistake. (Same response from him) ...
I ask to speak to his manager, and he tells me managers don’t take phone calls. After pushing a bit more, he says he will try and puts me on hold for like 10-15 min (which I’m sure is bS and he’s not even trying to get a hold of the manager). He comes back and says there’s no point because the manager will probably tell you the same thing I’m telling you and offers me $100 Expedia Gift card for my troubles. At this point he’s completley useless and I’m completley pissed. $100 would not cover the difference since I booked the room for $139 ! So I hang up.
So. . F’ Expedia. I will never use them again. WORST CUSTOMER SERVICE EVER.