My name is Chloe Leung and I am from Hong Kong. I am sorry to brother you here but I wo...
GetHuman-chloelhy's customer service issue with Expedia from August 2018
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The issue in GetHuman-chloelhy's own words
My name is Chloe Leung and I am from Hong Kong. I am sorry to brother you here but I would like to draw your attention regarding of one of my bad experiences with Expedia.**I made a hotel reservation of The White House by the Sea in Philippine on **-** July ****. And this booking was created on * May **** with full pre-payment. The Expedia reference number is *************. We have total * couples travel together for this stay.**We was informed by Ms. Marjorie-owner of The White House by the Sea on ** July that the house didn’t hold for us and it is not available anymore for us on **-** July as it was occupied by another customer (We have keep contact with the owner by other channel to get more details of her house). I was shock as actually I will flying to Philippine on next day morning (My whole trip at PHP from **July to ** July).**After the further investigation, Ms. Marjorie informed me that Expedia didn’t email her in order to confirm the reservation after we reserved her house. And Ms. Marjorie forward her conversation with Expedia to us and Expedia recognized their big mistake. **Then, I contacted with Expedia Reservation Philippine Centre regarding of this issue (the centre in Hong Kong said that they are not available on that moment as it was Sunday). I spent all the day on ** July to talked with the Supervisor- Tony but it was totally not helpful as most of the house or villa was full occupied during my requested period. We can’t find a similar one for replacement. **Finally, we booked another one by different channel ourselves and Expedia refunded the pre-payment for us.**What I am going to say is, I can’t imagine that if Ms. Marjorie didn’t inform us that her house is not available for us and we all direct check in over there without any booking. How can we realize that our booking didn’t success after we got confirmation from Expedia with full Pre-payment. And also, after Expedia recognize this mistake, they didn’t feel apologize.**Besides, I would like to complain the customer service of the Expedia Hong Kong centre. I talked to the Supervisor- Carol and looking for an apologize with compensation regarding of this booking issue. I didn’t feel any apologize from her and she total have not enough experience or ability to handle our case. So I requested to talk with her manager. However, the manager is not willing to pick up the phone and not willing to take the responsibility. I left my contact number to them and Carol keep saying that her manager will not talk with any customer. It’s strange! I explained to Carol, we are planing to stay at The White House by the Sea on **-** July and not going to anywhere for whole stay as we want to have some relax with the private pool. Finally, we booked another house by no option which without air conditioning and we need to have a plan B to go outside every day during the stay. ** I am sorry again to brother you over this channel but hope you can understand that how helpless I am feeling with this case. I don’t even think that it would be happen by a international company. I don’t want to do any further action or share this case to other channel or media. Hope that I can get a reply from you in order to re-build the confidence for Expedia.**Best regards,*Chloe
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