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expedia.com Complaint - Punta Cana vacation Nightmare - Customer Service
expedia.com Complaint

expedia.com Complaint

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Punta Cana vacation Nightmare - Customer Service


I booked a vacation to the Paradisus Punta Cana Resort in Dominican Republic 4/18-4/21, through Expedia.com . Three days before our departure date, I received a phone call from Expedia, telling me that the resort was full and that they were giving us an upgrade to the sister property Paradisus Palma Real resort. We agreed, so when we arrived to the Dominican Republic, we were taken to the upgraded resort. Upon checking in, we were told that we did not have a room at this resort, we were booked at our original resort. OK. Not a good start. We only had 4 days and it was already 3:30pm. I called Expedia by cell phone, and they told me they didn't know what happened. I emailed Expedia, and never heard back from them. We were then taken back to the Punta Cana resort and were given an upgraded room on the beach. A beautiful room with a jacuzzi tub on the balcony. We were excited until we realized that there was no hot water, which defeated the idea of using a jacuzzi. The series of events that occurred ruined our first day in Punta Cana. I wish that Expedia did not allow this to happen, and they should have stepped up for us. The fact that they kept dangling special upgrades, and things in front of us and then take these special things away, was just cruel. The Expedia representative at the resort was only at the lobby area certain times of the day, and always on his cell phone. Even when I was trying to explain what happened, he would interrupt me to answer his phone for several minutes. It happened three times, so finally I just left. The last time I had to interact with the Expedia representative, I needed to book my bus ride back to the airport. The bus was 20 minutes late because the Expedia representative wrote up the order to pick me up from a different resort, and got it mixed up. Fortunately I didn't miss my flight. I wish that Expedia had stepped in to help me. I will never use Expedia again, and will tell all my friends about it.


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