On January 28th, 2025, I made a hotel reservation through Expedia. This was for a three-night stay in Nashville, Tennessee. On March 5th I decided to reconfirm, although their confirmation says do not bother to reconfirm. Their virtual agent offered nothing and at one point had disabled my typing ability; it was a dead end. I finally found a number and got a human voice - Hank. After almost 45 minutes he found my reservation and said that it had been canceled by Marriott, because I did not let them know I was coming. What? Isn't that why we book with Expedia? I had no email from Marriott other than their confirmation for an October stay last year! Aren't they, Expedia, as a third site, responsible for relaying the reservation to the hotel? Otherwise, why would we use Expedia?After the 45 minutes on the phone, I then asked Hank if we would be through by 11:00, as I had an important phone call that had been set up for 2 months. He told me it would take longer than that, so I asked him if I needed to be on the phone with him when he was going to – according to him - reinstate my stay with the same itinerary number, but only after he said he had to cancel and rebook my original. Cancel and rebook? He had already told me that Marriott had canceled because they sent me an email that I did not answer! At this point I became very suspicious of what was going on. Hank then told me that I did not have to be on the phone for him to cancel and rebook. I questioned him as to the fact that he was absolutely sure it would be the same itinerary number - yes! I did not need to be on the phone with him while he did this - no, I did not. He would send me the rebooking within an hour- yes!lNeedless to say, we are now 21 hours from my finishing my conversation with Hank. When I go to Expedia to put in my 14 or 15 number itinerary, it says nothing is found. Nothing has changed since the first time of looking. When I first went to Expedia, it showed that no trips were booked - shall we start? I shall never use Expedia again and I hope you won't either. I went to their website and deleted any information that they had that included birthdays and telephone numbers. Had I not reconfirmed, as previously mentioned, at the very top it says no reconfirming needed, three of us, from California, Georgia and Florida would most likely have been stuck in Nashville with no accommodations! These are spring break dates for many!
