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Original Comment On Aug 7, 2012 I was searching the internet for the lowest rate for a specific hotel in Cancun. I found a very good rate for the hotel I wanted on a site other than Expedia, but since I have an account with Expedia and they indicate on their website that they have a best price guarantee, I decided to call Expedia to see if they would match the price I found. I called Expedia and was on hold for over an hour. After waiting forever, someone named Deborah got on the phone. It took over 45 minutes but I took the time to give her the website address and information for the site I saw the lowest price. She saw the website and the price, which was much lower than the price she was seeing on Expedia (lowest price was over $600 less), and she talked me into booking the trip on the phone stating that I would definitely be getting the price difference refunded to my credit card. She said she would transfer me to Customer Service after I booked the trip and they would refund the price difference. I asked her over and over if Customer Service would give me a hard time and she said no. She lied. After agreeing to book the trip - now another hour later - she transferred me to Customer Service. I spoke to someone named Chaz and I explained the situation to her. She said she was not seeing the price difference on the website I directed her to go to. I told her I had a pdf of the website and the price that I could just send over but she refused to accept that. I was so aggravated at this point that I asked for a manager. After another 15 minutes of waiting a jerk named Gino got on the phone after going through my story for the third time he said that he did not see the rate I was referring to. He then said the site I was referring to was not 'dependable' and Expedia could not honor the rate. I was horrified. I then told him that everyone involved was completely unprofessional and I would be writing a lengthy letter to the President/CEO of Expedia with all of their names on it. At the end of the day I wasted three hours for nothing with no hotel reservations as I told him to cancel the entire reservation. Whatever you do - DON'T BOOK YOUR TRIP WITH THIS COMPANY. They don't know anything about being professional or honoring their website claims. I'm telling everyone I know about this because I would hate for someone else to go through this. It is just awful and I hope they go out of business.

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