EXPEDIA – Expedia Did not provide services paid for Phoenix…

I booked a trip on Expedia to Puerto Vallarta, Mexico. It was an all inclusive package with air fare, 5 star resort/hotel, and car rental. The “value package” was said to include for two people a massage, high speed internet, daybed on the beach, access to fitness center, room upgrade, bottled water provided in room daily, and a few other extras. Finally Expedia said “Book now with your Mastercard and receive a $100 prepaid Mastercard after your trip”. Problem 1: Upon completion of booking the site was supposed to take me to the page where you enter info to receive the prepaid Mastercard. The site never took me there. So I called their customer service to find out how I could get my prepaid card. They said you have to apply for their Expedia Mastercard and book the trip with it in order to get the $100 card. I asked, “How do I book a trip with a card that I haven’t even applied for yet?” I went back to the online offer and it said nothing about applying for an Expedia card. Even the fine print said, “Book with ANY Mastercard and get a $100 prepaid Mastercard after your trip”. I talked with about five different CS reps and all of them tried to get me to apply for their card. I emailed their CS with screen shots of their offer and fine print but they still said I didn’t qualify unless I got a new Mastercard card from them. A few days later I received an email from them stating “Please be assured you do qualify for the $100 prepaid Mastercard”. They apologized for the confusion and “high volume” of problems over the promotion. They asked for patience on my part and promised to get back to me with the details of how to get my card. I hoped the problem was being resolved. Problem 2: When I booked the trip they advertised “No airline fees”. A few days after I booked the trip I received an email from them saying that there are now airline fees. This added $100 in cost to my trip. Problem 3: When we arrived at the hotel they had no record of Expedia paying them for anything other than a base model hotel room. No room upgrade, no free internet, no massage, no daybed on the beach, no access to fitness room, not even a free bottle of water. The hotel staff was great and gave us what we paid Expedia for since I had my itinerary printed out. But Expedia never paid them for those services. They are probably still trying to get paid. Problem 4: Upon returning home I emailed Expedia to get my $100 Prepaid Mastercard that I was promised and reassured I would be receiving. They promptly responded that I do not qualify for the promotion, even though they said previously that I did. Problem 5: I went online to my account with Expedia to check what they had listed as to my itinerary. To my surprise they removed all the amenities I paid for as if they were never there. Fortunately I still have my printed copy from when I booked the trip. This proves they removed things I paid for sometime after I paid for them. They also now have a note that airlines may charge for baggage fees. Bottom Line: Expedia lied twice about the $100 Prepaid Mastercard. Expedia lied about the “value package” of amenities. Expedia lied about the “no fees on airlines” offer. To make matters worse, none of their customer service reps has any clue about the offers Expedia is putting online. They told me that I was mistaken even when I showed them in black and white what their own website says.

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