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Expedia.com Expedia Nightmare hotel experience using Expedia.com Bellevue, Washington

21st of Aug, 2011 by User954408

On their web page, I entered my specifications for the trip. I needed one room for four people (myself, the wife and two younger teens). I was given a list of choices and made my selection. The selection indicated a "standard room" and price which was acceptable. The payment was nonrefundable and I received an email receipt stating a standard room on the dates I selected for four adults. I also received a reminder email one week before the trip containing the same information. We arrived at the hotel and it was exactly as described -- a three star hotel, very new and clean hotel chain, within walking distance of the local metro train station. The hotel also had the free parking and wifi internet as had been indicated. The staff was friendly and all was going great until we saw the room. It had only ONE twin bed. We marched down to the front desk to complain and request a room with two beds. The manager told me that Expedia booked a standard room and they had no idea the number of people in the party. They tried to accommodate me but were booked solid. I tried to call Expedia customer service and after being connected with a rep, I was put on hold for 20 minutes. I called back a few hours later and after speaking to another rep, he put me on hold to check out what he could do for us. What he "did for us" was transfer me to a supervisor, Dominique. She basically insisted that I knew a standard room could be 1 or 2 beds (I did not and my email confirmation said nothing of the sort) and she was quite rude in the process -- interrupting me and when I did talk to ask her questions, I was met with silence (as if she was ignoring me and talking to someone else while I was speaking). I will NEVER use their crummy service again. By the way, after I paid Expedia, I went directly to the hotels web site and found their price was exactly the same as Expedia advertised. I saved nothing by using them and could have verified directly with the hotel what I needed for the same price I paid. What did I need Expedia for -- they are basically an over rated middle man!

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