I had a very disappointing experience with Expedia. I informed them about an early check out from my hotel due to a serious medical emergency involving my two-month-old daughter, who had to undergo unexpected surgery. I informed the hotel’s General Manager, Eduardo De La Torre, in person a head of time, and he clearly stated that if Expedia approved the cancellation, they would have no problem issuing a refund.
Despite this, Expedia denied the refund without even requesting medical documentation.
To make matters worse, I was constantly being messaged back and forth between Expedia and the hotel. Expedia kept telling me that the hotel was responsible for the refund, while the hotel told me that it was up to Expedia to approve it. I was stuck in the middle with no real support from either side.
I’ve been a loyal customer for years, but this lack of empathy, responsibility, and basic customer service has left me very disappointed and made me reconsider ever using Expedia again. There are other travel platforms that handle emergencies with more compassion and accountability.