I booked a trip through Expedia to Punta Cana. When I arrived at Dreams Palm Beach Punta Cana it was run down and below my standards. I wanted to upgrade (and willing to pay more) to a newer hotel within the Dreams chain. Dreams said I had to make the change through Expedia. I called Expedia for assistance. I was put on hold 3 times for at least 10 minutes each time. I was hung up on after being transferred 3 times. Finally, when I started to yell at the customer service rep he stayed on the phone with me. He said he kept trying to call Dreams and they were hanging up on him. He said there was no availability at the Dreams I wanted. Even though a Dreams rep said there was. So I asked him to find me any other hotel that was newer than the one I was staying at. He said his system would only find hotels that were within 5 miles of my existing hotel. He said his computer was running slow. He just kept giving one excuse after another. I was so frustrated with him because I was on the phone with him for an hour and he was not finding a hotel for me. I had spent a total of 2 hours trying to get Expedia to help transfer hotels. After 2 hours of trying to work with them on the phone and getting nowhere and excuse after excuse. I finally gave up. I will never book my travel through Expedia.