It pays to double-check reservations with the hotel
 

I am a big fan of Expedia, have used it many, many times and always without a hitch. However, last week I reserved a New York hotel through Expedia, but when I called the hotel to confirm they'd received my reservation from Expedia, I discovered they had it, but without the continental breakfast which I'd paid extra for.
I called Expedia and spent a very long time, probably an hour, on the phone with a very nice customer service rep. working it out. As near as I can figure, there must have been an error on the Expedia site right when I purchased it-- a King bed w/continental breakfast for two, for an additonal $25/night-- because the hotel and Expedia insisted there was no such offer ever made. I asked why I would have paid the extra $25, when I could have had the identical room for less.
When I'd bought it on-line, I noticed Expedia didn't list the breakfast on my final purchase page. I called Expedia before hitting the Purchase button, and was assured it would be on the final reservation, that space on the page limited how many details it could show. Because I'm relatively smart, I copied and pasted the entire offer from the Expedia site, and e-mailed it to myself for documentation. It clearly showed the offer I thought I was buying. Then I went ahead and bought it.
But, it still took a long back-and-forth discussion between me and Expedia, Expedia and the hotel, my customer service rep. and her supervisor, ... before a settlement was reached. Without my back-up documentation from their website, I probably would have lost the battle.
To their credit, Expedia did upgrade my reservation to a King room, Concierge level, with full breakfast for two, and also gave me a small "good will" coupon for future use with Expedia. So now I'm set, and I've got a very good deal in midtown Manhattan.
But, if I'd walked into the hotel without having double-checked my reservation, I probably wouldn't have ended up with a happy solution, just a "good will" coupon on my Expedia account or something.
So, lesson learned, always double-check.

I agree, and not only double-check, but have everything in writing (printed out) while check-out.

I can't tell you how many times I was able to stop them from overcharging me by producing that printed-out page, doesn't matter whether the reservation was made through websites like Orbitz, or hotel's own website. I've "made friends" with several hotels' managers already :)

Most of the corrections were made at the check-out, but sometimes I'm pressed for time in a hurry to catch the plane, so I communicate through e-mails later.

So here comes in another rule: keep the paperwork till all correct charges appear on your credit card statement. After that, enjoy your free points :)

FainaAgain-- good points.

Great information and tips!

:)>-

(I work p/t at a hotel front desk)

It's best to always check with the hotel directly whenever you make online reservations thru an outside agency such as Orbitz, Travelocity, Expedia, Lodging.com ... etc. This is especially true if you are staying at a non-chain hotel. Sometimes the reservations are made at the hotel by fax from the booking company - and just because Orbitz (or whomever) SENT a fax doesn't mean it was received and PROCESSED by the hotel (or process correctly).

And the best time to resolve any discreprencies of the booking (rate, amenities, free parking, etc.) is at check IN, not check OUT.

Last advice for users of online booking agents is to always check the hotels own website or even call them. Most chains offer a guarantee of no better ONLINE price, but often offer even better INHOUSE deals, that are exempt from the online rate guarantees.

I can confirm what RB is saying - I always call the hotel directly to confirm, and once a fax from Expedia was incorrect when I reserved 2 rooms paying with 1 credit card, for 2 couples with different names.

All it took is few minutes of pleasant conversation on the 800 Expedia's phone and another phone call to the hotel a day or 2 later.

I was impressed how fast and professional that Expedia stuff was. Unfortunately, it has NOT been my experience with numerous 800 people at other places.