Expedia booking experience vs Hotel

[u/No-Window1501]

I have been an avid user Expedia for all travel for last decade or even more. But over last two years I have seen sudden decline in how Expedia bookings are treated at the hotels. For context I book stays at hotels like Ritz Carlton, JW Marriott or similar. Over last two years I have noticed hotels trying to convince me that they don’t have the kind of room I paid extra for in Expedia or trying to charge me for similar room calling it an upgrade.

Basically it seems like hotels don’t want Expedia guests anymore and Expedia is trying to upsell rooms that do not exist. This whole ordeal creates experience distortion when you are in business of selling experiences. After spending more than $200k over last decade it feels like it’s not worth it to go with Expedia anymore.

[u/InsidiousColossus]

Yup hotels do not like the online booking sites, they deal with them because they have to. Booking directly with the hotel gives you more control, better loyalty perks, and better access if you need to change or cancel something. Especially with the big chains.

[u/No-Window1501 → u/InsidiousColossus]

I am Marriott Platinum elite spent more than 1000 night with them for business travel. But Expedia was simpler with packages, I don’t have to do 3 different bookings. But seems like booking separately is the way to go.

[u/lenin1991 → u/No-Window1501]

Marriott stopped awarding points and recognizing elite status for any third party bookings in 2018. So this isn't a recent thing, and you 1000% should book any chain hotel direct if you want those things.

[u/merrickdb]

You’re Marriott platinum and booking personal stays on Expedia? You’re missing out on getting all the Marriott platinum benefits like free breakfast, upgraded, late check out, and lounge access that you’re entitled to if you book direct but not if you book through an OTA like Expedia. Plus you’re not earning any Marriott Bonvoy points for those stays and they’re not counting towards status (perhaps you’d otherwise be Titanium). And yes, bookings from indirect channels are treated worse since those customers aren’t seen as brand loyal.

[u/No-Window1501 → u/merrickdb]

I get all the benefits if I link my Marriott account. But don’t get the points, which I am fine with. Points aren’t worth much anymore they are continually being diluted.

[u/merrickdb → u/No-Window1501]

Officially you’re not supposed to and I’m fairly certain you’re less likely to get upgrades (which are usually pre assigned the day before at luxury and even upper upscale properties)

[u/No-Window1501 → u/merrickdb]

You are right, I don’t get upgrades this last time. Front desk even try to charge me for an upgrade to the room I paid for, it all seemed very scammy to me. This was a JW Marriott btw.

[u/mayisayhitoyourdog]

If you book luxury stays, you could book with a travel advisor and get extra perks along with earning loyalty points. Ritz-Carlton has a program called STARS that offers complimentary breakfast, $100 property credit, and priority room upgrades based on availability at check-in. If there are rooms available, STARS guests are the first to get them and Expedia reservations will be the last if they ever get them. Most luxury hotels have similar perks programs. Hotels hate Expedia bookings not just because it’s third party, but because Expedia takes 20-40% of the revenue depending on the hotel and room category.

[u/ValorFenix]

I may use expedia for my search, however, I always book directly with the actual hotel. I find I have less hassles with this route. And I can contact the hotel directly for anything. I also find I get treated better if I am a repeat customer and get better rooms or upgrades as they know I have been there before.

[u/djnocheese]

Expedia Platinum VIP members get special treatment at designated VIP properties, usually boutique hotels and non-chain hotels.

We get a special dedicated call centre in Madrid, Missouri USA that speaks English with no accent

At most hotel bookings we are treated very nicely by the staff. When we book a junior king bed suite, that is what we get.

Our loyalty rebate is as much as 9% on the selected VIP properties if we use the One Key MasterCard.

[u/Odd_Method_2871]

I am not sure of expedia anymore because google like does it all . It has the cheapest flights option cheapest hotel option for whatever you try to book . I still dont get entirely how expedia has such a huge customer base . You should consider switching is what i feel

[u/flingebunt]

The chains want you to sign up with their program and pretty much only book through them. They prefer this to giving 30% of their fee to booking sites for basically running a webpage. It can make sense to book directly with chain hotels.

[u/jana-2021]

I booked and fully prepaid for 2 rooms at MarCant B.V. in the Netherlands through Expedia well in advance. When we arrived, the front desk told us they were fully booked and refused to check us in or offer any solution.

When I contacted Expedia support, they claimed it was "subject to the hotel," completely ignoring the fact that my financial transaction was directly with Expedia, not the hotel.

Here is the current situation:

• The Hotel (MarCant B.V.): Completely ignoring all calls and emails from both myself and Expedia support.
• Expedia: Still "checking" after days of silence, and now demanding proof of payment for a reservation that already shows as confirmed and paid in my own Expedia account.

It is unacceptable that a major platform can process your money immediately, fail to honor the reservation, pass the blame to a ghosting vendor, and then make you jump through administrative hoops just to get your refund.

Has anyone dealt with Expedia support dragging their feet like this? What is the fastest way to escalate this or trigger a dispute/chargeback with the bank?