Dennis R.

We paid in advance Expedia for two rooms for the night of January 23rd, 2020.
When we arrived at the hotel, we were told it was a problem and after awaiting for 30mn on the side, we were told that the hotel was overbooked and that we had to go to another hotel.
We had to wait one hour to reach the other hotel and when we arrived there, they had no booking for us, we handed over the letter Sheraton gave us, but they asked us to wait another one hour the time for them to get confirmation from Sheraton and process the reservation, we finally got our room at 10PM.
Today, I called Expedia customer service (45mn before somebody answered), I talked to Vanessa, who keep saying that Expedia was not responsible and was not at fault, in spite of the fact that I booked and pay Expedia, I had to wait for her to call Sheraton who confirmed our story and confirmed that they had refunded Expédia.
While I paid one week ago, I have now to wait another two for the refund.
Instead of saying it is our fault, it would have been better for the Expedia customer service agent, Vanessa to tell, I am sorry for the inconvenience, which she did finally at the end as I was insisting on Expedia responsibilities on the matter.
Question, why when you do not perform the services that you (Expedia) have sold to us, do not refund straight away, rather than keeping the funds for almost one month.
This was a painful experience, and the way Expedia is handling the issue does not make it less inconvenient.