On the afternoon of Nov 20/10, I had a friend book a flight for me though Expedia, and on submission of the booking and review of the itinerary, it was immediately clear that the flight times for the departure and return had been reversed. I called the number identified on the Expedia customer support page, and sat on hold for well over an hour. While on hold, I reviewed the booking terms and conditions, and understood that I had 24 hours to cancel. Having to go out for the evening, and again having being on hold for over an hour, I decided to try calling again the next morning as it seemed clear from the policy that I had that opportunity available to me.

Finally getting through to customer support this am, I was informed that I would have to pay $300 to change the flight, as the 24 hour cancellation policy had expired. Although it was less than 24 hours from the original booking, mysteriously the 24 hour cancellation/change policy only applies to the same day. If you think about this for even a nanosecond, I am sure it will sound as ridiculous to you, as it does to me. Ironically, had there been any customer support whatsoever available the previous day when I called, I likely would not be in the position of expressing my extreme dissatisfaction here and now.

Be aware that expedia.com does not truthfully tell you everything about this certain booking at this Hotel. WE spent most of the night trying to straight this out with expedia.com only to be hung up on, and told their was nothing they could do. They did after everything was said and done gave us a 25 dollar voucher when we use expedia.com again. Like that will happen. Everything they told me was a embellished except for the location. I had to pay extra for everything. So really, I could of stayed at a 4 star hotel on my own booking, not using them. Don't trust them. Don't know how they swing this, but they tell you exactly what you want to hear and make you think they are doing you a favor. I just stayed at the worst Hotel/motel what ever in my entire experience dealing with accomadations, and I am a professional traverler. But this was an emergency and had to get to a loved one that was very ill. Expedia.com and the hotel seems to be together on the ongoings of overchargin for this one night stay, Expedia.com you should be ashamed. Working people look for help from sites like yours, and to treat anyone like the stay we had in terrible to say the least. People look elsewhere before thinging about this one.

I booked an hotel room for Niagara Falls using Expedia for my Long week end holiday for 30th May 2010 in April 2nd week. While making reservation i spoke and clearly mentioned i wanted near to the Niagara Fall and he said he is giving me Days Inn hotel which is just 5 mins walk from Niagara Falls, i dont have any idea, believing him i booked the hotel. Finally on the day i went there and was shocked, the hotel was 30miles away from Niagara Falls and they said they cannot change hotel if i have to change i will have to bear the cost of both the hotels. I had to stay in the hotel. After i came back and when i called up they are not ready to accept their mistake and they say they will give me some coupon which i have to use that with Expedia. The way the representative spoke to me was really horrible and the way she has replied my questions was really unacceptable.

The customer service of Expedia is terrible! If you run into problems they will not help you at all. After 5 hours on the phone talking to 5 different people, all I got was the phone number for the airline's customer service people! I have traveled using Expedia several times before. This was the 1st time I needed to use their 1-800 number. My flight was canceled due to weather. I called their number to find a solution. The agent on the other end told me that they would cancel my ticket if I found another flight. I found another flight and called back. After waiting on hold with the agent for 2 hours, I was told that, because of the inclement weather, I needed to call back the next day before noon. I double checked to make sure that this would not be too late to cancel, but was assured that it would be fine. However, the next morning when I called at 6 am, I was told that it was too late and that my original flight had been re scheduled. I was on the phone with the person for 1/2 an hour explaining things before my new flight took off and I had to hang up. Once I was back in cell service, I called the number again. This time I was told their system was down and that I would have to call them back in 2 hours. When I called them back I was on the phone again for another 2 hours until I was finally told that at no time could they have canceled the flight and that I should have contacted the airline directly right away! When I pointed out that I had talked to 4 other people and none of them communicated this to me, I was told that they were sincerely sorry and that the people would be dealt with, but that there was still nothing they could do for me! I will never use Expedia for another flight. With all of the options out there, you can do better than this site.

We booked a hotel room for two nights, with the special request that no down be in the room due to a severe allergy. The day of the first night's stay, our furnace went out and it was near zero outside and not much warmer inside. I called Expedia to change the reservation. They indicated I needed to negotiate the first night's cost with the hotel, not them. When I arrived at the hotel, they did not have my reservation, the room was loaded with down and they charged me for the two nights, claiming I needed to negotiate with Expedia. Expedia and the Empire Hotel - which one stinks more? It's a dead tie.