Complaint / review text:
We will NEVER use Expedia again. I made a formal complaint with the BBB hopefully might redeem money lost back but I doubt it very much. We booked and prepaid for an inclusive vacation at Los Cabos, Mexico for 2 rooms for 4 people at the Royale De Cameron on December 26th thru December 30th. We paid $3600. However, one daughter had to work during those days so 8 days before leaving, we call Expedia to cancel one room and add my other daughter to our room. So 3 people would be sharing one room. My husband made sure that they understood that 3 people were staying in one room. The customer service lady repeatedly told my husband that 3 people will share one room all paid for.
We got around $670 refund for the cancellation of one room and one person. When we arrived at the hotel, we found out that we had to pay around $800 for my daughter to stay with us in our room. We were completely shocked knowing we had already prepaid for her. We called Expedia customer service to confirm that my daughter was included in the price that we prepaid. They put us on hold then hung up. My husband called several times until finally he spoke to some sort of supervisor. However, the supervisor couldn't hear my husband on the phone saying I can't hear you, it's a bad connection. So I took over the phone call pretending to be the hotel receptionist. Surprise, surprise! The supervisor suddenly was speaking clear as day and could understand every word I was saying. I gave the phone to my husband but the supervisor hung up on my husband.
He tried calling again but they put him on hold for a long time that he had to give up. BTW, they were not cheap phone calls. Needless to say, we had to pay the money for my daughter to stay. To be fair, the hotel staff were understanding and they gave us 20% off the amount. With the 20% off and the rate change, we ended up paying $588.00 for my daughter even though we prepaid for her. Outsourcing employees is a terrible thing to do. They DON'T care and I am sick and tired of their lies and immature games!