Through Expedia's Unpublished rate hotels I booked yesterday a room for three people (2 adults and a 7 year old child) in a 4 stars hotel in Istambul. After paying, and just to confirm it was all ok, I called the hotel, where they told me Expedia only booked a double room, and to have a child of this age, I would have to pay for an extra bed at an additional 20USD per night.
In fact, as this system is non refundable and does not allow changes, they won't admit their mistake. However, Expedia does offer on its site the same room for two people at a lower price. They won't cancel my reservation under their "best price guarantee" Basically, the charged me for three guests, will service me for two guests and won't fix the problem with the hotel. This is a completely opaque and misleading system.
I am completely unsatisfied.
Their customer service is disastrous, they speak like machines and will not get out of their box to understand the problem is theirs and not mine. This has made of a little task a nightmare.
Monetary Loss: $40.