Avoid Expedia and OYO Hotel Durham West Hills at all costs.
I booked a non-smoking room through Expedia for last night. At check-in, the hotel first said they had no rooms at all. About 10 minutes after I started contacting Expedia customer service, they suddenly claimed there was one room left — a smoking room — and told me I could “stay there.” I explained my wife has breathing issues and we cannot stay in a smoking room.
Expedia “support” was a chatbot loop. After 30 minutes, the first agent disconnected me and told me to start over. The second agent kept me another 30+ minutes, then said they couldn’t fix it and would “escalate.” When someone finally called, he blamed me, saying a non-smoking room was just a “request.” Meanwhile it was 1:30 AM, we had no viable room, the front desk was dismissive, and Expedia refused to rebook us elsewhere even when I asked them to do so. Their “solution”? A $25 OneCash credit — insulting. Only after pushing did they “credit the booking price,” which just forces me to use Expedia again to recover money for a service they failed to provide.
This was stressful, time-wasting, and unacceptable. I will never use Expedia again. And no — I will not “DM to resolve.” You already failed. Fix your overbooking practices, stop hiding behind bots, and take responsibility when customers are stranded in the middle of the night.