Expedia Sucks

An open letter to expeida on removing negative reviews- 


Dear Expedia,

I have now posted my review for a certain hotel three times, as you have removed it or refused to post the review onlline three times.

My review did not violate any of the listed policies.  I have not done anything illegal or against your code.  All I did was write a negative review and you removed it three times.

I am going back to post it again.  Please leave it on the web site.

I am also taking time to post negative reviews at a variety of online outlets.  You have now made me into a disgruntled customer.


My review of the Pacific Crest Hotel in Santa Barbara is as follows:




Expedia booked me on a flight into SBA at 1:00 AM.  Got to the hotel around 2:30 AM (5:30 AM Eastern), and the office was totally closed up.

What hotel closes up at 10:00 PM in the modern world?

Terrible service, terrible time.  Thought I would have to sleep with the bums on the beach.

I eventually had to check into the hotel since I could not get a refund.  Very low end but only a block or two from the beach.

 

Previous electronic correspondence follows:

 


The solution is simple. Either:

Post my review online OR
Tell me exactly why you cannot post my review online

This appears to be simple to me. Why can you not do this?

I feel strongly about this since you and your affiliates gave me the absolute worst travel experience I have ever had in my twenty years of world travel. Initially, my outlet was to vent about this bad experience on your web page and you refuse to post my reviews or tell me why you refuse. There are other outlets available to me, and I will take advantage of them.

http://groups.google.com/group/rec.travel.air/browse_frm/thread/48ea2e136aff50a4/932a7ff5a19427c4?hl=en#932a7ff5a19427c4
http://groups.google.com/group/rec.travel.misc/browse_frm/thread/856d3c0668781b23/1db4203ebd01638b?lnk=st&q=expedia&rnum=1&hl=en#1db4203ebd01638b
tripadvisor.com

Ed Gatzke




Expedia Travel Support wrote:

Dear Mr. Gatzke,

Thank you for your prompt response.

We sincerely apologize for any inconvenience this may have caused you, and our regrets that we are unable to offer you a more satisfactory solution to this issue. While we are dismayed that you feel you must escalate this matter further, this is always your option as a consumer.

If you have further questions, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 27137087. You can also visit the Expedia.com “Customer Support” page (<http://www.expedia.com/daily/service/default.asp>) for more customer service information.

Thank you for choosing Expedia.com.


Alcina
Expedia.com Customer Support Team


-----Original Message-----
From: Ed Gatzke
Sent: 8/19/2006 8:29:45 AM
To: Expedia Travel Support <Travel@customercare.expedia.com>
Subject: Re: Open letter to Expedia.com- Do not remove negative hotel reviews-Case ID: [REQ:27901700]


I understand that you don't post reviews that do not meet the guidelines for traveler opinions.

As far as I can tell, my review does not violate your policy.

If it does violate your policy, let me know what specific policy item you think it violates so I can correct the situation and post an acceptable review.

Otherwise, I will continue to post my experience with these inane messages at various online sources for others to see.

Here are my latest locations for posting my opinion of your customer service:

rec.travel.air
rec.travel.misc
epinions.com
mouthshut.com
rateitall.com

And I will be adding these new messages to my new web page:
   http://ed.gatzke.googlepages.com/expediasucks

Ed Gatzke

Expedia Travel Support wrote:

 

Dear Mr. Gatzke,

Thank you for your immediate response.

Please allow up to five business days for the review to appear on the website. If the review does not appear after five business days, this indicates that the review has been rejected. You could go back to the website and re-submit the review, making sure that you read the information about what is acceptable and what is not.

As what was previously advised, Expedia reserves the right to refuse or remove, at any time, any review or other material that it believes (or has reason to suspect) does not comply with the “Traveler Opinions” guidelines or the Expedia.com terms of use.

If you have further questions, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 27137087. You can also visit the Expedia.com “Customer Support” page () for more customer service information.

Thank you for choosing Expedia.com.


Alcina
Expedia.com Customer Support Team


-----Original Message-----
From: Ed Gatzke
Sent: 8/19/2006 7:36:08 AM
To: Expedia Travel Support Subject: Re: Open letter to Expedia.com- Do not remove negative hotel reviews- Case ID: [REQ:27901700]


Thanks for letting the hotel know that they stink. I think they already knew that.

Please post my review on your site, as I have requested numerous times. This is not a complex request.

I would rather not waste more of my time posting negative comments about my expedia experience in a variety of places online that are outside of your control, but I may be forced to such action.

Ed Gatzke

Expedia Travel Support wrote:



  
Dear Mr. Gatzke,

Thank you for contacting Expedia.com regarding your vacation package.

As a valued customer, your words carry a lot of weight with us, and we are distressed to hear that your experience with the Pacific Crest Inn was not a good one.
Because your trip is the reason we exist, our No. 1 goal is to give our customers superior service -- the feeling that they are respected, valued, and cared for from before you make your reservation to after you’ve returned home - and everything in between -- so we want to apologize for letting you down.
As you may know, Expedia.com acts as an independent reservations agent for airlines, car rental companies, and hotels. However, if one of our customers has an unsatisfactory experience, we want to take appropriate action to ensure that other customers do not have a similar experience.

We've taken note of your comments and forwarded them to the manager of the Pacific Crest Inn.

Your feedback is key to the decisions we make as we learn and grow, so we will be sharing your comments with the appropriate members of our management team.
In the meantime, we will work hard to regain your loyalty and trust.

If you have further questions, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 27137087. You can also visit the Expedia.com “Customer Support” page () for more customer service information.

Thank you for choosing Expedia.com.


Alcina
Expedia.com Customer Support Team


-----Original Message-----
From: Ed Gatzke
Sent: 8/19/2006 6:01:27 AM
To: Expedia Travel Support Subject: Open letter to Expedia.com- Do not remove negative hotel reviews - Case ID: [REQ:27901700]


I have now posted my review for a certain hotel three times, as you have removed it or refused to post the review three times.

My review did not violate any of the listed policies. I have not done anything illegal or against your code. All I did was write a negative review and you removed it three times.

I am going back to post it again. Please leave it on the web site.

I am also taking time to post negative reviews at a variety of online outlets. You have now made me into a disgruntled customer.

PS, I have now posted on mouthshut.com, rateitall.com, various online newsgroups, and I have made my own google page so people can see my experience.

Ed Gatzke

My review of the hotel is as follows:

Expedia booked me on a flight into SBA at 1:00 AM. Got to the hotel around 2:30 AM (5:30 AM Eastern), and the office was totally closed up.

What hotel closes up at 10:00 PM in the modern world?

Terrible service, terrible time. Thought I would have to sleep with the bums on the beach.

I eventually had to check into the hotel since I could not get a refund. Very low end but only a block or two from the beach.

Expedia Travel Support wrote:



 
    
Dear Edward  Gatzke,

We understand that you have submitted two user reviews for the same property and both have been omitted. We have included the rules and restrictions that must be followed inorder to have your review posted to Expedia.com.

Thank you for taking the time to share your hotel experience. Please be as descriptive and specific as possible, following the Guidelines below. Our advice: you should be truthful about what you liked and disliked. The aim is giving honest opinions about your own hotel experience. Passing on accurate information about the hotel’s location, service, cleanliness, etc., will make your hotel visit come to life for the reader. Guidelines Please be as specific as possible. Your fellow travellers want to know exactly what you liked or disliked about your hotel. Please do not write in ALL CAPS. Please refer only to businesses that you frequented during your stay at the hotel (for example, restaurants, bars, theatres, and shops). Please do not include hotel rates or other pricing/promotional information. Please be sure of your facts before making any comments. Never use this site simply to disparage or post unfounded claims about a place or person. Only refer to your own experiences – not to what you have heard or been told by someone else. Please do not comment on or question other reviews, or the content of this website. Please note that this content is subject to change without notice. Please do not direct comments/questions to hotel staff. You will not make false statements or defamatory, libellous, malicious, offensive, blasphemous, or obscene remarks (as determined by Expedia.com in its sole discretion). You shall not encourage illegal activity. Please refrain from profanity and other illegal or objectionable content (as determined by Expedia.com in its sole discretion). Never disclose telephone numbers, physical addresses, e-mail addresses, personal details, or any other information that can be linked to a specific individual. Please do not include HTML tags or URLs. Please do not copy or quote material from websites, books, magazines, newspapers, or other sources, or post any files or content unrelated to the review. Do not copy or use someone else’s trademarks, business logos, or copyrighted material. Please simply give your own experiences as a customer. This site is not an advertising space. Reviews will not be used to market or promote your or your organisation’s goods or services. Please do not impersonate someone else, or write any information about another person unless you have their full consent. Please write in English only. You must be 18 or older to write a review. Expedia.com reserves the right to refuse or remove at any time any review or other material that it believes (or has reason to suspect) does not comply with these guidelines or the Expedia.com terms of use (taking any other action that Expedia.com is entitled to under those terms of use). Reviews and ratings are personal opinions of the individuals posting them and Expedia.com makes no representation, nor does it give any warranty as to completeness, suitability or accuracy. To the full extent permitted by law, Expedia.com disclaims all responsibility or liability in any way for ratings, and reviews and any other material posted by users. Posted reviews will generally be removed from the site one year after the posting date. You are fully responsible for the content of your review. Expedia.com has legal rights to control (e.g. use, modify, publish, remove) any review content. If you submit more than one review for the same hotel, only your most recent submission is eligible for use.
Thanks,
David Haag
Customer Advisory Department
Expedia.com


-----Original Message-----
From: Ed Gatzke
Sent: 7/28/2006 5:50:18 AM
To: Expedia Travel Support Subject: Re: Pacific Crest Inn User Review - Case ID: [REQ:27450479] {SpamScore:sss}

Dear Expedia,

You have now deleted my review for this hotel twice.  Please do not do so again.

You state in your mail that I may go back online and resubmit my review for that hotel.  I did, and you deleted it.

Please leave my review on the site or I will have to take this discussion to a broader audience.

Ed

Here is my current review, please let it stay up on the webstite.

Expedia booked me on a flight into SBA at 1:00 AM.  Got to the hotel around 2:30 AM (5:30 AM Eastern), and the office was totally closed up.

What hotel closes up at 10:00 PM in the modern world?

Terrible service, terrible time.  Thought I would have to sleep with the bums on the beach.

I eventually had to check into the hotel since I could not get a refund.  Very low end but only a block or two from the beach.

Expedia Travel Support wrote:



 

   
      
Dear Mr. Gatzke,

Thank you for submitting your feedback on the Pacific Crest Inn using our online User Review tool. Due to the dissatisfaction you relayed in the review, your information has been forwarded to our Customer Advisory Department.
We would first like to express our apologies for the inconveniences and frustrations you experienced at this property. Due to the large volume of hotels we offer on our site, we are unable to keep track of any changes or updates needed for all of our properties. We rely on our customers to keep us informed if they feel situations come up that need to be addressed. We appreciate the feedback you have provided and want you to know that it has been forwarded to the appropriate market managers for review.

Please know that since the review you submitted was handed over to this department, it will not be posted to the site. If you wish, you may go back online and submit another review for the same hotel. Please respond to this e-mail if you would like a list of guidelines to follow.

Again, we do apologize for the inconvenience that you experienced. If there is anything else that we can do for you, please let us know. Agents from our Customer Advisory Department are available 24 hours a day, 7 days a week and can be reached at 1-800-615-1053.
Sincerely,

Patricia Charron
Expedia.com
Customer Advisory Department