At check in, the hotel told me they had not received confirmation, despite me showing them my Expedie 'Booking confirmed, no need to do anything else' email and its corresponding itinerary link and details. So i was toild to wait, and wait i did, for more than 3 hours.
During this time i called Expedia 4 times, they repeatedly told me 'dont worry we will resolve this, and call the hotel' etc. This did not happen.
It was the evening, you can imagine my frustration, virtually no options for alternative accommodation and i had paid in full. The hotel offered finally to take a second payment from me (in case by the next day the expedia confirmation was still lost) - i reluctantly agreed.
During this process some staff members were pleasant in their manner, while others (the front desk staff) were rude and snobby, speaking to me abruptly in an angry manner.
I would have expected a 5 star hotel to put the customer first, and be sensitive to my situation, which was obviously not my fault, they did not.
I would have expected a 5 star hotel to immediately issue the room to me, as it is no imposition to them since they have a binding and established agreement with Expedia, and they could clearly see my booking emails and online itinerary. The problem was clearly admin, between the agency and the hotel - not my error. They refused.
The hotel responded to my Expedia check-in satisfaction email immediately that same evening, proving they were receiving Expedia comms- Go figure!