I am filing a formal complaint against Expedia for a booking error that left my family, including a 15-year-old child, without safe accommodation during our stay in Paris. I booked a room at 1.75 Paris La Source for August 14–15 explicitly for 2 adults and one child, but upon virtual check-in, the host confirmed the room only accommodated 2 adults and that Expedia had never communicated the third occupant to the property. Since this was a self-service, code-based check-in with no on-site staff, the host had no ability to resolve the issue, and confirmed this was Expedia’s error, not theirs. I then spent over an hour on the phone with Expedia customer service, where the representative offered only a $25 “key cash” credit (later raised to $75) or cancellation for a refund, with no actual solution for where my family should go at 7:00 PM in a foreign city with a minor child in tow.
This was not a host error or a mistake on my part — the occupancy details I provided were correct, and the failure to relay them was entirely Expedia’s. A $75 credit is not an acceptable resolution for leaving a family stranded without secured lodging due to your company’s error. I am demanding a full refund of the booking cost as compensation, along with written confirmation that this complaint has been logged, and I expect a response within 5 business days. Thank you.