Had a flight delayed overnight so needed emergency lodging. Hotel was recommended by airport staff. Expedia entry for hotel indicated they had a free shuttle from airport. I called to make arrangements. They asked how I made my reservation. When I said Expedia they said they needed to call me back. After a hour there was no call back. My wife called and was told we would get a call back. After 30 minutes with no call back my wife called and got the same "we will call you." I was clearly concerned, but we walked to the hotel, anyway, as it was close on level ground. We forgot that the walkways would be difficult and there would be lots of mosquitos.
On our arrival at the hotel, the desk personnel said they were overbooked and were not accepting any web reservations and we, along with many others, were told to leave. We looked for other lodging, found none and settled into the airport for the night.
I requested a refund and Expedia called the hotel. Hotel said they had my room and were waiting for me! My personal impression was that with the cancelled flights that the hotel wanted to skip out on the Expedia fees and only do direct bookings, leaving one room available for complaints.
Nothing Expedia did or said gave me that impression, it is strictly mine. Expedia was very prompt and professional in handling the situation. I was told I would receive a full refund, but the refunded amount was short $15, which I am ignoring as part of my education.