Sydney T.

For the past few weeks, I have been trying to cancel a booking that I made on Expedia, but nobody from any tier of Expedia has successfully accomplished anything to help me and I am beyond dissatisfied. I booked a hotel via trip advisor, and saw that I was able to get the hotel I wanted through a better price through Expedia.
I was confident that the hotel I saw on Expedia was the hotel that I wanted, so I booked a non-refundable rate; however, once I received my receipt, the hotel Expedia booked me for was not the same. I called the first time and spoke to an Expedia agent who was definitely Indian and explained to her my situation. I told her that the hotel on Expedia was not linked up the same, so they needed to do something on their end since it was their fault. She agreed and seemed to totally understand my disappointment.
She called the hotel while we were on the phone to see if she could get it cancelled; however, the hotel was closed at the time she called. She said she would email me the next day after the calling the hotel. The next morning, I received an email; however, the hotel denied my request to cancel. At this point I was started to get a bit agitated considering that I had evidence that this was Expedia's fault.
I replied to their emails with screenshots of TripAdvisor showing one hotel, and a screenshot of the incorrect hotel after clicking on the Expedia link from that hotel. After about 2 days, I received an email saying that the hotel denied my request once again. At this point, I was determined to speak to somebody to tell me why they denied this request even though I had evidence that this was their fault. Again, I explained the situation to an Indian woman, and at the end of my story, she says, "Okay, so you are calling to cancel your reservation?" I was sure she did not understand English, and to prove I was correct, I asked her, "Why did I say I was cancelling?" She would have been able to understand this since I explained this whole issue to her and she had the emails right in front of her.
She replied with, "Ma'am I see that you have a reservation and you are calling to cancel. I can call the hotel if you like to see if they will cancel your reservation." At this point, I was done. I asked to speak to a supervisor, and luckily, she understood. I spoke to a man named "Kevin" who actually understood the situation.
He said he would pass the issue on to his corporate manager. He gave me a reference number and told me that somebody would contact me within 3 business days. After spending 30 minutes on the phone, I was sure that the issue would be resolved by the next time I talked. I ended up waiting 5 business days with no email or phone call from Expedia updating me with this situation.
I called Expedia once again and ended up spending an hour on the phone trying to get this issue resolved. I ended up getting transferred to a woman named Jamila from the corporate Expedia office, and she told me to send a copy of my bank statement showing that I had paid from an email she provided. Before I was able to do this, our call was disconnected. I used the email that Jamila provided and gave her the information that I had.
The hotel collects their payment onsite according to Expedia, so no money has been paid. All I want is to cancel the reservation. I have a lot of evidence showing that this is Expedia's mistake. Nobody has ever contacted me and I want this issue to be resolved.
Because of Expedia's mistake, I am stuck with a hotel I don't want, and I have spent countless hours trying to resolve this issue with little success. Today, I tried contacting Expedia through Facebook again with all of my evidence, but nothing can be done. They accepted that it may have been a site error, but they refuse to cancel my reservation. Absolutely F- customer service.
This has been a huge waste of time and energy.
I will NEVER buy anything from Expedia again. I have truly thought about suing the company, but it's not worth the $300 they stole from me.