We used Expedia to reserve a room to stay in Binghamton university area. The first trip went well because the hotel was not greedy and agreed to terminate the second day reservation without any penalty. We expected the same from the Best Western Hotel that we reserved recently. We were surprised to find out that the Best Western is greedy and refused to refund for canceling the reservation for the second day. We did notify the front office staff who checked in. So, we gave the hotel 24 hours of advance notice. However, Barbara, the Assistant General Manager, refused to refund the full rent for the second day. She did agree to refund a partial amount deducting a fine for canceling the second day after the intervention of the Expedia staff. The Expedia failed to notify us of this second day termination policy. It is also unavailable at the time of reservation. When we reported the problem to Expedia, the first representative did negotiate a partial refund, but the second representative simply said that there was nothing that she could do as the hotel decided everything!
The bottom line is that the Expedia gets commission for directing customers to a hotel but failed its obligation to provide customers with necessary information about policies of a hotel.