Verified review
2/10 Poor
Diwas
Aug 17, 2026
Dear Expedia Customer Support Team,
I am writing to raise a serious complaint regarding my recent hotel booking made through Expedia.
Upon arrival at the hotel, I was provided with a downgraded room compared with the room/category I had booked and paid for. This is completely unacceptable, as I expect the hotel to honor the room category confirmed through Expedia.
What has made the situation even more frustrating is the lack of effective customer support during odd hours. There was no direct telephone number through which I could immediately speak to an Expedia representative. I also tried using the virtual chat support, but the chatbot was unable to understand the issue or provide any meaningful assistance.
When a customer is already at the hotel and facing an issue with the room they have paid for, immediate human assistance should be available, particularly when the issue occurs outside normal business hours.
I request Expedia to:
Investigate why the hotel provided a lower room category than the one booked.
Confirm what room category was actually booked and paid for.
Provide an appropriate refund/compensation for the downgrade.
Review the hotel's conduct and ensure that this does not happen to other Expedia customers.
Address the lack of accessible 24/7 human customer support for urgent hotel-related issues.
I can provide the booking confirmation, photographs/videos of the room, and any other supporting documents required.
Please treat this as an urgent complaint.