Expedia.com
Expedia's devious ways ruined my vacation and cost me $ - Expedia Hotel cancellation policy

I traveled to Europe a couple of months ago for 10 days. I wasn't sure where exactly I wanted to go once I got there, and didn't want to be stuck out there without a place to stay. I got a secure feeling from Expedia's heavily advertised claims on their site that you can make hotel changes and cancellations without penalty, as long as it's not within 48 hours of your reservation. So I booked a hotel in Berlin for 10 days, planning to only stay for 5. I flew to Berlin and called Expedia right away to make the changes to my reservation. The CSR I spoke to said the changes would not be a problem, but that I must check into my hotel room before I could make any changes. So I checked in, and called back. Then they said that it was the hotel's policy that once I'm checked in I could not make changes. I explained that the last rep I spoke to was the one who told me to check in first, but they did not seem to care. Every rep I spoke to was outsourced and was obviously reading their responses from a list of pre-written potential responses. They showed absolutely no compassion and had the demeanor of a robot. I ended up staying in Berlin for the entire duration of my trip because I could not afford to pay for nights in a hotel I was not staying in. I am not a rich man, which was why I used Expedia in the first place. The last 5 days of my trip were hell and I blame it completely on Expedia and their misinformation and awful customer service. Since I've been home I have written them more than once, only getting computer generated responses saying that they would get back to me, bu they never do. I feel swindled, and I will never use them again.

Company: Expedia.com
Country: USA

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