I sent the following complaint to Expedia.com and their subsidiary, Hotels.com, after they tried to charge me a one night, $165 cancellation fee when I cancelled a hotel reservation SIX DAYS before the due date. They tried to say it was the hotel's policy: the hotel's policy is NO CANCELLATION FEES if cancelled 24 hours in advance. Expedia.com and Hotels.com advertise the same NO CANCELLATON FEE. Here is the note I sent them.
I booked a reservation through Expedia for Sept 14-18 at the Westin LA. When I tried to cancel today, it took me 40 minutes when I was told my reservation was given to their affiliate Hotels.com, which had no record of it on my account - I have not used you in 10 years. So their operator put me through to you - neither of you had my itinerary number under my accounts - and your operator tried to charge me for one night plus tax for a reservation SIX DAYS AWAY, telling me it was the Westin's policy. It is NOT the Westin's policy: I work for a big tour and travel agency, and phoned the Westin BEFORE I made the reservation. I called the Westin while Hotel.com's operator was phoning them. The Hotels.com lady tried to tell me oh, it's because you used a 3rd party. Excuse me: you are the third party. Your policy is no cancellation fees, expedia's policy is no cancellatn fees. The Westin's policy is NO CANCELLATION FEES. Why did I have to go through this to do the simplest thing? This was a scam, and I'm appalled that you treated me this way. Ive been a loyal customer of Expedia for years, and work for some huge travel businesses. I will be sure to let everyone know how you try to trick your loyal customers. James Dalessandro
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