Used to book hotels through Expedia every time, now I call the front desk directly after a $60 lesson

Last summer I booked a 3 night stay at a Hampton Inn in Portland through Expedia for $180. When I got there, they told me my room was given away because of an 'overbooking error' on Expedia's end. Had to scramble and pay $240 at a Super 8 down the street. Now I just call the hotel direct, ask if they can match the online rate, and I've gotten it to work 4 out of 5 times. Plus no third party nonsense if something goes wrong. Anyone else dump the booking sites after a bad experience?

2 comments

2 Comments

the_joseph3d ago

Flip it around and ask the front desk what their cancellation policy is midweek when a big event hits town. I booked direct with a Marriott in Austin for SXSW last year, thought I was smart. Day of check in they cancelled my reservation with zero notice because they wanted to rent the room for double. Expedia at least would have given me a refund and maybe a credit. That's not happening with a direct call. You got lucky 4 times, but hotel front desk agents have zero authority to fix problems the way a customer service line does. Got burned direct once and never went back.

richardh443d agoTop Commenter

Wait, they just straight up cancelled your confirmed reservation the day of? That's insane, I would have been furious. I had something similar happen in New Orleans during Jazz Fest a few years ago, not quite as bad but close. The front desk lady straight up told me they overbooked and my room was given to someone else, offered me a broom closet with a cot as a "upgrade". I get that you got burned hard and that leaves a bad taste, no argument there. But I think maybe your problem was Marriott specifically, not booking direct in general. I avoid the big chains for that exact reason, they treat loyalty like a joke when money talks. Still sucks you had to go through that, especially with SXSW prices already being criminal.