Dear [Expedia Representative],
The Holiday Inn provided excellent service to my family and me. However, my issue was with your organization, Expedia, due to errors with my check-in and check-out dates.
When I booked online, I specifically requested a stay for two rooms with check-in on March 16, 2025, and check-out on March 17, 2025. However, the second room defaulted to a check-out date of March 18, 2025, instead.
Upon receiving my confirmation within minutes, I immediately attempted to contact your organization to correct the mistake. Unfortunately, your virtual assistant was unable to modify the dates and claimed that only the Holiday Inn could make the change—despite the fact that you are fully aware they do not have the ability to adjust booking dates from their end. Instead, Expedia placed the responsibility on the Holiday Inn.
When I attempted to change the dates myself, I was charged a $109 cancellation fee, on top of the full charge for the room I couldn’t even use, as I was traveling back to Texas on March 17th.
Your organization repeatedly told me that the penalty fee was imposed by the Holiday Inn and that they needed to send a waiver to have it removed. However, after speaking with the hotel’s manager, I was informed that they do not charge cancellation fees or fees for date changes.
Because of this frustrating experience and the unfair charges, I will never book through Expedia again. Furthermore, I will make sure my family and friends are aware of how you