Expedia.com - attempt to cancel hotel reservation using the phone - got disconnected after 30 minute wait - then waited 30 more minutes - then quoted $ 25 cancellation charge - then received e-mail reading will be charged full day hotel fee - another 30 m

Complaints.com received the following consumer message on February 26, 2003:

From: Paul McMartin [Email User]

RE: Expedia.com - attempt to cancel hotel reservation using the phone - got disconnected after 30 minute wait - then waited 30 more minutes - then quoted $ 25 cancellation charge - then received e-mail reading will be charged full day hotel fee - another 30 minute wait - very frustrated with Expedia

Today Wednesday February 26 from 12:30 pm to 2:00 pm, I tried to cancel a reservation over the phone for a Expedia hotel reservation itinerary number 16070214876 booking ID 8395858. After a 30 min. wait, the first person I got disconnected from me before I could cancel.

After another 30 min. wait, the second person I got hold of said I could cancel the reservation but there was a $25 cancellation fee. After that I got an email telling me that I was charged the full day hotel fee of which I was only going to stay one day so it didn't do me any good to cancel anyway. I called again. Another 30 min. wait, I to tried to uncancel if it was going to cost me that much. Who ever I talked to said I couldn't do that even if the first person I talk to told me the wrong.

I tried to talk to the manager on duty and he tried to explain the screens I went through to cancel but I was canceling over the phone. I asked to listen to the recorded phone call, if he didn't believe me. No he couldn't do that that was only for training. He said even if that is what she said I should have read the confirmation email but I never received a confirmation email.

I felt these people were just a program and had no reasoning or understanding. If there is a human at Expedia please respond to my complaint. I'm not a rich company that can hide these expenses or take them off my taxes, I just want my little money back. If there are no humans at Expedia then I guess this is only for my own good.

Paul McMartin