Update: Expedia's Price Match Guarantee

Remember Ryan? He unsuccessfully tried to hold Expedia to their “Best Price Guarantee.” The staff of PeterGreenberg.com read our story and picked up where we left off. Thanks to their efforts, Expedia offered Ryan a $200 travel credit towards a previously-scheduled itinerary.

Brenda from corporate customer care contacted me by phone yesterday. She apologized very genuinely and even engaged in a lengthy conversation about how things might be improved. She offered me a $200 travel credit towards future travel, which I politely declined. She then proceeded to refund $200 off my OTHER existing itinerary (not even the trip that caused all this trouble!).

I was also given a direct phone number to her office, staffed 24/7 in San Francisco, and told to call immediately if everything with my upcoming trip is not 100% perfect. Thanks for your help!

PeterGreenberg.com also asked Expedia about their “Best Price Guarantee.” Though Expedia claims a substantial number of guarantee requests are honored, the price must be matched by an Expedia representative. Expedia declined to say how long the average claimant spent on hold while customer service representatives waited for the better offer to disappear. — CAREY GREENBERG-BERGER

Best Price Guarantees Can Be Tricky
PREVIOUSLY: Expedia Threatens to Discontinue Account For Redeeming Voucher
(Photo: vlauria)

Comments

Edit Your Comment

  1. bostonmike says:

    Hilton has a similar guarantee (match the lower rate and toss in a $50 AmEx card), and it is similarly useless. After booking a stay on the Hilton web site (“Best Rates. Guaranteed.”), I found a lower price for the same stay at Travelocity. So I filled out the Hilton claim form on-line. Twice, since the first time their web site spit up an internal error. I also tried calling them, and was put on an infinite hold. The on-line claim form promised a reply within 24 hours. 48 hours later, I received a reply saying that they had confirmed the lower price and were denying my claim. I wrote back asking why, since all their terms and conditions had been met. They won’t answer.

    The most ironic part is the hotel’s web site, which says that booking through them guarantees the best price with no prepayment. But their own pricing only offers the best price for prepaid (non-refundable) reservations.

  2. bedofnails says:

    @bostonmike:

    The rate Hilton is offering to Expedia will force them to pay 25% of it right back to Expedia (it’s repaid net to the respect property).

    Hilton has just rolled out the “best rate guarantee policy, in conjunction with their cash flow improvement technique of requesting the reservation be pre-paid.

    Long story short, Hilton will honor the rate parity ($75 on their website, $100 on Expedia) only if the reservation is paid in advance.

  3. MisterE says:

    “I was also given a direct phone number to her office, staffed 24/7 in San Francisco, and told to call immediately if everything with my upcoming trip is not 100% perfect. Thanks for your help!”

    Great. How about SHARING that number so Expedia screws the rest of us, we JUST MIGHT have some recourse?

  4. superlayne says:

    Just thought I would spit this out there, Expedia having a cafe is kind of like Ebay starting up a gym.

  5. Stepehn Colbert says:

    took’em long enough.