This week I booked several nights. Unfortunately I booked one day too early, so I had two hotels for one night. My fault. All through Expedia, it didn't show up in the system. When I arrived at the hotel they told me that I was expected yesterday. Somewhat surprised, I then had to book an extra night (with a hefty surcharge). No problem solving, nothing proactive for the customer.
When I asked if they could do anything about the price or refund something for the unused night, they referred me to Expedia. I do not use breakfast, the room did not need to be cleaned, and I booked the night at around 23:00 / 11:00 pm. So the room would most likely not have been booked.
I then contacted Expedia support. He told me that he had tried to call the hotel and had to wait on hold until he have to hung up. Then he wrote an email to the hotel. The hotel supposedly never received the email. Whichever version is true, it is just annoying as a customer.
The hotel now suggested to cancel the next time, but 24 hours in advance - I feel a bit cheated.
In addition, the bedsheets were dirty. I did not have the nerve to change them in the middle of the night.
Rarely have I seen a company that shows absolutely no goodwill. For a minimal concession (e.g. discount for the extra night, voucher or at least an acceptance of the problem) I would be a satisfied customer.