I booked a hotel with expedia.ca in Paris and find out when I arrive that the hotel reservation did not exist. The hotel was fully booked but they were very nice and found me a room at their sister hotel and also provided me assistance in going there. They recommended that I e-mailed expedia.ca because I had provided my credit card information to book the hotel and also to inquire as to why the hotel failed to receive my reservation.
Expedia.ca was not helpful at all and spent the bulk of the e-mail exchanges between the company and I, apologizing for my frustration (and not their mistake) and blaming the hotel. They also told me that they usually strive for 100% customer satisfaction. Then, I explained to them that I am clearly not satisfied as they have done nothing to help my situation and that the hotel had provided me a list of guests that have booked through Expedia.ca with my name failing to appear. The customer service representative replied by ignoring everything I said, and basically copy and pasted paragraphs from previous e-mails such as:
"Thank you for contacting Expedia.ca...
As stated previously, we do show a reservation in our system and the notification may simply not have been received by the hotel.
We apologize for your frustration...
If you have questions regarding this matter or require further assistance..."
Their customer service rep did nothing to make me feel better and has instead turned me away. In the future, I will find my business elsewhere and will ensure that all of my friends are turned off Expedia as well.