2/10 Terrible
Mohanraj
Travelled with family and small children, Travelled with group
26 Dec 2025
Liked: Amenities
Reservation Number : 72068799109509
I am extremely disappointed with my recent experience booking through Expedia.
We made a reservation at the DoubleTree by Hilton through Expedia, received confirmation, and planned our trip around it. When we arrived at the hotel with our family, the front desk informed us that Hilton had cancelled our reservation — but Expedia had not notified us and was still showing the booking as valid. We were left without a room late at night with four kids after a long day of travel.
I immediately contacted Expedia customer support. What followed was nearly four hours on the phone, being transferred multiple times and placed on long holds. During this time, we had no room, tired children, luggage packed, and no clear solution. Expedia repeatedly told us to “wait” while they attempted to reach the hotel, but there was very little proactive help.
Eventually, Expedia arranged alternate accommodation, but we did not get to the new hotel until around 1:00 a.m. and were finally able to go to bed close to 2:00 a.m. Our children were exhausted, upset, and this completely ruined the day. We also had to cancel all of our planned activities, resulting in lost money and lost vacation experiences.
The most concerning parts of this experience were:
• Expedia had no awareness that our reservation was cancelled.
• We received no communication about the cancellation.
• Customer service took almost 4 hours to resolve a basic issue of being stranded without a
Mohanraj
Stayed 3 nights in Dec 2025
