For what should be a simple booking amendment, I ended up wasting lots of time on the website and on a phone call for close to 30 minutes, and that was after having to search high and low for an actual number to call. I needed to cancel 1 of my 2 nights at a London hotel which the app and website say is possible simply by amending my booking...not the case! When trying to do so on the app and website, it treats the change as a new booking and gives the message that there is no availability on the date requested. I did not want a new booking, simply to amend and cancel one of the days I already had booked. I then searched high and low on the site for a customer service number and ended up giving up and Googling it. As usual, I initially had to waste my time giving information to an AI chat bot, before low and behold being told I would need to speak to an actual human. I then preceded to be put in a hold for around 20 minutes before someone eventually answered. I gave the same details again to then be told I would need to hold whilst she looked up my details...10 minutes or more later she comes back on to say she had amended the booking which is great, but why did I have to go on a hold not knowing what was going on for 10 mins for that to happen?! Truly awful experience and I think I will now forgo my Genius score and book future trips through Expedia!
