Great Staff members at hotel, not at Expedia
Posted Jan 25, 2017
When I received confirmation of the booking, the dates were wrong. I immediately called the hotel. A very friendly hotel representative told me that because the reservation was from Expedia, there really was nothing she could do. BUT, she walked me through how to contact Expedia to get the issue resolved.
I called Expedia who were their usual unhelpful selves. They had no idea why the dates did not match what I had chosen and then told me the reservations were non refundable because of the hotel's policies. When I complained more forcefully, the Expedia representative agreed to call the hotel and see what she could do. After waiting on hold for SEVERAL minutes, the Expedia rep came back and told me that they were able to get the dates changed but I would have to pay an additional fee to the hotel.
Later that evening when I arrived at the hotel, I met the young lady that I had spoken to and she was appalled. There was NO ADDITIONAL FEE charged by the Hotel. Whatever fee I was charged was imposed by Expedia, not them. The young lady could no have been more understanding and more professional in trying to handle the situation. Maybe Expedia could learn from them