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Expedia Reviews & Complaints

Expedia.com is run by Expedia, Inc. of Seattle, a subsidiary of Expedia Group, Inc. This page explains how to change or cancel an Expedia hotel booking, who issues the refund for Pay Now and Pay Later stays, how to reach Expedia support safely, the written Notice of Dispute required before arbitration, and the One Key rules that replaced Expedia Rewards. It also gives BBB and Trustpilot figures as displayed, the 2011 DOT consent order on fare advertising, the 2009 hotel taxes-and-fees class settlement and a 2026 antitrust lawsuit.

REVIEWS & COMPLAINTS517on USAComplaints · 1 in last 3 yrs
WEBSITEexpedia.com
HEADQUARTERSSeattle, WA
PROFILE CHECKED2026-10-26
Submit a Complaint Read reviews & complaints ↓ Official website ↗

Contacts & Login

Customer service & general contact

Cancel, billing & returns

Reference numbers (not support lines)

  • Listed by BBBBBB-listed phone (not printed on Expedia's own contact page)(888) 863-4474
VERIFIED

Locations

  • Headquarters1111 Expedia Group Way W Seattle WA 98119
  • Mailing addressLegal Department/Dispute Resolution Provision 1111 Expedia Group Way West Seattle WA 98119
EDITORIAL

Expedia hotel booking problems: change, cancel, refunds, charges and support

Change or cancel in Trips. Expedia's Help Center says: "To change your stay: go to Trips, select the trip and booking you wish to change, then select Change or cancel and follow the instructions there." The changes it lists as possible online are guest name, number of guests, travel dates, room or bed type, special requests, accessibility requests and smoking preference, and it adds: "Depending on the hotel, you may be charged for some of these changes." Expedia's Terms of Service (last revised 08-10-2026) say: "You do not have an automatic right to cancel or change a booking unless allowed by the relevant Travel Provider under their Rules and Restrictions (which are provided to you before you make a booking)." Where a change or cancellation is allowed, Expedia "may also charge you an administration fee", which "will be notified to you before you agree to proceed". Vacation rentals booked on Expedia are provided by Vrbo, and the Help Center says the best way to change them is the Vrbo app.

Who refunds a hotel stay: Pay Now or Pay Later. The Help Center's Stay refunds article says: "Most hotels refund all your money if you cancel before their cancellation deadline, specified on your itinerary. Some hotel rooms are non-refundable, meaning you won't get your money back if you cancel after the hotel's cancellation deadline, no matter how you paid." For Pay Later bookings "the process is owned by the hotel itself. Get in touch with the hotel to get specific timelines." If you paid when booking (Pay Now), cancelled before the deadline, and still see a charge from the hotel on your card statement, the article says to "get in touch with the hotel itself to make sure you get your refund." The Terms add: "Any refunds will be transferred back to you to the payment method you used to make the original booking. Such refunds will be made by the party that took your original payment", and "Our fees are not refundable unless this is stated otherwise during the booking process." If you paid in monthly installments through a payment partner, the Help Center says to contact that partner about the refund. Its Refund basics article says that, depending on the booking rules, a refund may go to the original payment method or come as "an airline credit, rewards, or coupons".

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Hotel overbooked or closed. The Terms say a booking may be cancelled or changed by the travel provider or by Expedia ("such as a property is overbooked due to connectivity issues or a property is closed due to a hurricane"), and that Expedia "will make reasonable efforts to notify you as soon as possible and offer alternative options/assistance where possible or a refund."

Taxes and fees. Under the Terms, tax recovery charges on Pay Now bookings "are a recovery of the estimated taxes that our Group of Companies pay to the Travel Provider", and "The Travel Providers are responsible for remitting applicable taxes". If you made a Pay Later booking and do not show up or cancel, "the property may impose a no-show or cancellation charge".

Reaching Expedia, and fake phone numbers. Expedia's contact page says its agents are "available 24 hours a day, 365 days a year" by chat or phone, and that it asks a few questions first to give you the right agent and phone number. It warns: "Fake Expedia phone numbers are circulating online, often through misleading search engine ads and even whole pages." It says Expedia will never ask for your password or one-time passcode, never ask for a wire transfer, and never ask you to buy a gift card to pay for a trip. The Expedia pages checked on 2026-10-26 did not list a consumer complaint email address; the routes Expedia publishes are chat, the phone route on the contact page, self-service in Trips and the written Notice of Dispute below.

Written Notice of Dispute. The Terms require claims to go to binding arbitration or small claims court and bar class actions. Before arbitration you must send, by certified mail, a signed Notice of Dispute to "Legal Department/Dispute Resolution Provision, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA, 98119" with your name, address, the email address used for the reservation, a brief description of the complaint, the resolution you want and your signature. "If we are not able to resolve your complaint within 60 days of you providing Notice, you may commence an arbitration proceeding."

OneKeyCash (the program that replaced Expedia Rewards). Expedia Group's 2025 annual report says One Key is the loyalty program shared by Expedia, Hotels.com and Vrbo and that in 2025 "the majority of Expedia Rewards members" moved to it. The One Key terms (effective July 28, 2026) say you become a member by creating an account. Base OneKeyCash "will not expire as long as you have made an Eligible Booking or redeemed a Redemption Reward through a Participating Brand on your Account at least once every eighteen (18) months"; promotional OneKeyCash may expire sooner. OneKeyCash from a hotel stay can take "up to 3 days" after the stay is completed for a Pay Now booking and "up to 35 days" for a Pay Later booking to become available, and a coupon's value is deducted before OneKeyCash is calculated.

Flights booked through Expedia. The U.S. Department of Transportation says: "Ticket agents (i.e., travel agents or online travel agencies) that are the 'merchants of record' are required to make 'proper' refunds of airfare when a flight to, from, or within the United States is cancelled or significantly changed by an airline." The merchant of record is the business shown on your card statement for the ticket. For a DOT complaint, the agency says it "will direct the identified airline and/or ticket agent to respond directly to you".

Outside help. The Washington State Attorney General offers informal complaint resolution to consumers with complaints about businesses located in Washington, where Expedia is based, and notes: "If a business refuses to respond or to make an adjustment, we cannot compel them to do so." The FTC takes reports at ReportFraud.ftc.gov, and BBB accepts complaints on the Expedia.com profile described in the complaint record section.

EDITORIAL

Company Information

Legal name
Expedia, Inc.
Business type
Online travel agency (Expedia.com) for hotels, flights, vacation packages, car rentals, cruises and activities, operated by Expedia, Inc., a subsidiary of Expedia Group, Inc.
Website
expedia.comSource: Expedia Terms of Service, checked 2026-10-26
Headquarters
Seattle, WASource: Expedia Terms of Service: registered office of Expedia, Inc., checked 2026-10-26
Subsidiary of
Expedia Group, Inc.Source: Expedia Group Form 10-K for 2025, Exhibit 21, lists 'Expedia, Inc. United States - WA' among its subsidiaries, checked 2026-10-26

Operator: Expedia, Inc., a Washington corporation, registered office 1111 Expedia Group Way W, Seattle, WA 98119 (Expedia Terms of Service). Parent: Expedia Group, Inc., which lists Expedia, Inc. among its subsidiaries in Exhibit 21 to its Form 10-K for 2025 and reports Expedia, Hotels.com and Vrbo as its three flagship brands.

BBB records for the Expedia.com profile: business started October 22, 1996, incorporated August 23, 1999, BBB file opened May 10, 1995, BBB Accredited since October 1, 2000; BBB lists Barry Diller as Chairperson. Official website: www.expedia.com. Regulatory history: the 2011 DOT consent order on airfare advertising described in the regulator section.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBExpedia.com, Seattle, WA
1,840 reviews · 7,538 complaints · BBB business grade A+ · average customer rating 1.1 / 5
Trustpilot
38,793 reviews · average customer rating 3.9 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

517 complaints on USAComplaints, including 1 published in the last three years.

Show 15 more on this page
EDITORIAL

Complaint Themes

Refunds and credits that did not arriveAirline ticket changes and cancellations booked through ExpediaLong hold times and call transfersCancellation and change fees on non-refundable bookingsHotel had no record of the reservation or gave a different roomCharged more than the quoted priceTravel insurance and vacation waiver claimsPromised gas or gift cards not received

Themes summarise what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

Had an experience with Expedia? Tell other people what happened.

Submit a Complaint
EDITORIAL

Complaint record: BBB, Trustpilot and reports on this site

BBB. The BBB profile for Expedia.com, Seattle, WA (headquarters listing, covering corporate-owned locations) showed on 2026-10-26: BBB Accredited, rating A+, "7,538 complaints in the last 3 years" and "2,461 complaints in the last 12 months", and customer reviews averaging 1.1 out of 5 from 1,840 reviews. BBB states that customer reviews are not used in its letter grade. BBB keeps separate listings for Hotels.com, Orbitz, Travelocity, CheapTickets and Expedia.ca; their figures are not included here.

Trustpilot. The Trustpilot page for www.expedia.com showed on 2026-10-26: claimed profile since January 2016 with a paid subscription, TrustScore 3.9 from 38,793 reviews, 27,820 of them in the last 12 months, 46 percent five-star and 42 percent one-star. Trustpilot says the company invites its customers to review "whether positive or negative", replied to 53 percent of negative reviews, and that Trustpilot does not fact-check reviews.

Reports on this site. 517 published complaint reports are linked to this profile. Most of the linked reports were posted between 2007 and 2014, so they describe older versions of Expedia's site and policies. A keyword search of their texts shows these topics: refunds and credits that had not arrived, airline ticket changes and cancellations booked through Expedia, long hold times and transfers when calling, cancellation and change fees on non-refundable bookings, hotels with no record of the reservation or a different room than booked, charges above the quoted price, travel insurance and vacation waiver claims, and gas or gift cards promised in 2008 and 2009 promotions. These are allegations by the people who posted them; they are not counted together with BBB or Trustpilot figures.

EDITORIAL

U.S. DOT consent order on airfare advertising (2011)

U.S. Department of Transportation consent order, 2011. DOT Order 2011-4-18 "concerns air fare advertisements by Expedia, Inc. (Expedia), that failed to provide the full fare or adequate notice of additional taxes and fees with respect to certain sale fares in violation of the Department's full-price advertising requirements, 14 CFR 399.84". DOT's summary says: "By this order, the Department directs Expedia to cease and desist from future similar violations and assesses $29,000 in civil penalties." The DOT page was last updated April 21, 2011.

DOT's "Expedia Inc" tag page listed only this order when checked on 2026-10-26. The order concerns airfare advertising in 2011; it is not about hotel bookings or refunds.

EDITORIAL

Court cases: 2026 hotel-pricing antitrust suit, 2009 taxes-and-fees settlement, tax suits

Andrews v. Expedia Group, Inc. (W.D. Wash. No. 2:26-cv-03743). Filed October 2, 2026 by three consumers. The complaint brings two Sherman Act counts (Sections 1 and 2) and alleges that Expedia's hotel contract terms raised prices for hotel rooms booked elsewhere. The proposed classes are people who booked a U.S. hotel listed on Expedia directly with the hotel, or through a non-Expedia online travel agency, from October 2, 2022; bookings made on Expedia's own sites are not in the class definitions. The docket showed only the complaint and standing orders when checked on 2026-10-26. These are allegations; no class has been certified.

In re Expedia Hotel Taxes and Fees Litigation (King County Superior Court, Wash., No. 05-2-02060-1). According to Expedia's Form 10-K filed in February 2011, the consolidated complaint alleged that Expedia improperly charged "taxes/fees" on hotel bookings and sought a nationwide class. The class was certified on May 7, 2008, and on May 28, 2009 the court granted the plaintiffs summary judgment on their breach-of-contract claim based on Expedia's February 2003 to December 2006 Terms of Use. Expedia reached a settlement in July 2009; the 10-K says "the settlement was approved on December 1, 2009", cash payments and coupons were distributed by June 1, 2010, and coupons could be redeemed through June 2011. That deadline has passed.

Tax suits by governments and other matters. Expedia Group's 10-K for 2025 says a number of U.S. jurisdictions have sued online travel companies, including Expedia, over occupancy and other taxes, and that tax payments made before contesting an assessment are "not an admission". It reports that a Jasper County, Texas suit against Expedia and HomeAway was settled and dismissed on January 5, 2026, and that a putative class action in Israel against Expedia, Inc. and Hotels.com over hotel price competition awaits a class-certification ruling. In Helms-Burton Act cases over Cuban property, the 10-K reports a July 30, 2025 jury verdict in favor of Expedia in one case and a September 5, 2025 judgment for the defendants in another, which is on appeal.

Arbitration. Expedia's current Terms require claims to go to individual arbitration or small claims court and contain a class action waiver; see the Notice of Dispute steps in the first section.

PUBLIC RECORD

Court & Public Records

Andrews v. Expedia Group, Inc.

Filed

U.S. District Court, W.D. WashingtonDocket No. 2:26-cv-03743Source ↗

Filed — no final outcome recorded

Putative antitrust class action under Sections 1 and 2 of the Sherman Act alleging that Expedia's hotel contract terms raised hotel room prices outside Expedia's sites. Proposed classes cover U.S. hotel stays at Expedia-listed hotels booked directly with the hotel or through a non-Expedia online travel agency since October 2, 2022. As of 2026-10-26 the docket shows the complaint and standing orders only; no class has been certified.

In re Expedia Hotel Taxes and Fees Litigation

Settled

Superior Court of Washington, King CountyDocket No. 05-2-02060-1Source ↗

Settled

Consolidated class action alleging that Expedia improperly charged "taxes/fees" on hotel bookings. Class certified May 7, 2008; summary judgment for plaintiffs on the breach-of-contract claim May 28, 2009. Expedia's Form 10-K filed February 2011 says the settlement was approved on December 1, 2009, cash payments and coupons were distributed by June 1, 2010, and coupons could be redeemed through June 2011.

EDITORIAL

Who runs Expedia.com and how it relates to Hotels.com and Vrbo

Who runs Expedia.com. Expedia's Terms of Service say the service is provided by "Expedia, Inc., a Washington corporation, having its registered office at 1111 Expedia Group Way W, Seattle, WA 98119, USA". Expedia, Inc. is listed among the subsidiaries of Expedia Group, Inc. in Exhibit 21 to Expedia Group's Form 10-K for 2025, and SEC EDGAR shows the same Seattle address as Expedia Group's business address.

Sister brands. Expedia Group's 10-K says its consumer business runs "primarily through our three flagship brands, Expedia, Hotels.com and Vrbo", describes Brand Expedia as "a leading full-service online travel brand" (the company's own description) and says "Hotels.com focuses on lodging accommodations." It also says the Hotels.com and Vrbo front-end systems were moved onto the Brand Expedia system in 2023 and that One Key is the shared loyalty program of the three brands. Hotels.com has its own profile on this site.

What Expedia sells. BBB lists the products and services as flight, hotel and car reservations, packages, and Expedia websites, apps and mobile web. Bookings are supplied by "Travel Providers" (hotels, airlines and others) under their own Rules and Restrictions, which the Terms say are shown before you book.

VERIFIED

Company Relationships

  • Subsidiary ofExpedia Group, Inc.
  • Affiliated withHotels.com
  • Affiliated withVrbo
EDITORIAL

Frequently Asked Questions

How do I cancel or change an Expedia hotel booking?

Expedia's Help Center says to go to Trips, select the trip and booking, then select Change or cancel and follow the instructions. Whether you can cancel or change, and at what cost, depends on the hotel's Rules and Restrictions shown before booking; Expedia's Terms say it may add an administration fee, which it must show you before you agree.

Who gives the refund, Expedia or the hotel?

Expedia's Terms say refunds are made by "the party that took your original payment", back to the original payment method. For Pay Later bookings the Help Center says the hotel owns the refund process; for Pay Now bookings you paid when booking. Expedia's own fees are not refundable unless the booking process said otherwise.

The hotel charged my card after I cancelled. What should I do?

Expedia's Stay refunds article says that if you cancelled a Pay Now booking before the hotel's cancellation deadline but still see a charge from the hotel, "get in touch with the hotel itself to make sure you get your refund." The hotel's contact details are in your itinerary. Keep the cancellation confirmation.

How do I reach Expedia customer service?

Expedia's contact page offers chat and phone 24 hours a day and gives the phone number after a few questions about your booking. It warns that fake Expedia phone numbers circulate through search ads and look-alike pages, and says Expedia never asks for your password, one-time passcode, a wire transfer or gift cards. BBB lists (888) 863-4474 for Expedia.com; that number is not printed on Expedia's contact page.

Is there an Expedia complaints email address?

The Expedia pages checked on 2026-10-26 did not list a consumer complaint email address. For a formal written complaint, the Terms require a signed Notice of Dispute sent by certified mail to Legal Department/Dispute Resolution Provision, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119; if it is not resolved within 60 days you may start arbitration.

My airline cancelled a flight I booked on Expedia. Who owes the refund?

The U.S. Department of Transportation says ticket agents, including online travel agencies, that are the merchant of record must make proper refunds of airfare when a flight to, from or within the United States is cancelled or significantly changed by the airline. The merchant of record is the business named on your card statement for the ticket. You can file a complaint with DOT, which forwards it to the airline or ticket agent.

What happened to Expedia Rewards, and does OneKeyCash expire?

Expedia Group says most Expedia Rewards members moved to One Key in 2025, the program shared by Expedia, Hotels.com and Vrbo. Under the One Key terms, base OneKeyCash does not expire as long as you make an eligible booking or redemption at least once every 18 months; promotional OneKeyCash can expire sooner. OneKeyCash from a hotel stay can take up to 3 days (Pay Now) or up to 35 days (Pay Later) after the stay to post.

Is Hotels.com part of Expedia?

Expedia Group's Form 10-K for 2025 lists Expedia, Hotels.com and Vrbo as its three flagship consumer brands, and says the three share the One Key loyalty program. Expedia.com itself is run by Expedia, Inc., a subsidiary of Expedia Group, Inc. Hotels.com has a separate profile on this site.

Has Expedia been sued by consumers?

In October 2026 three consumers filed Andrews v. Expedia Group, Inc. in federal court in Seattle, an antitrust suit over hotel pricing; it is at the filing stage. Earlier, a Washington class action over hotel "taxes/fees" charges ended in a settlement that Expedia's 2011 annual report says was approved on December 1, 2009, with coupon redemption ending in June 2011.