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*How to identify the complaint
1. Determine the reason for contact by asking relevant questions (gather as much information as possible). Some examples might include:
+ Traveler's issues: Can you explain to me what happened?
+ Have you spoken to the property?
. If yes, what was offered/proposed?
.. Who did you talk to?
.. Get the Hotel representative's first/last name and job title for documentation.
. If not, please allow me to check with the property. (See Contact the property)
+ If cost is involved,
. Amount charged?
. When was the transaction date of the charge?
. By whom (Expedia Group, the property, or both)?
. Does your statement reference a booking ID or confirmation number?
. For double billing claims: Do the dates and amounts match exactly?
. If charged upon checkout, did they receive an invoice?
. If documentation is available (email communication, invoice, etc.), ask to send proof.
Investigate the itinerary:
Determine the traveler’s stay status
Pre-stay: Before check-in time
In-stay: The traveler has checked in
Post-stay: After the check-out date
Investigate the booking details:
Status
Policy
Fees
Amenity/property details
Review the history.
Review Voyager Next history
Documentation in Voyager Classic
Any open service request. See How and when to use a service request
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