We booked a King Room (website said 2 rooms available) on the day of,l at 4 pm (well after checkout) and an hour before we were to arrive at 9pm we received a call from Suvinker (she at first refused to give me her name). At first she said the King room we booked had a leaking toilet and would put us in a double bed at no extra cost (which was cheaper online?!). Then when I asked her when they discovered that issue, she said her management told her to call us. Then advised us that someone else had checked in and they noticed the toilet running. None of the stories made any sense and I asked to speak to management. She noted they were not there and I couldn't speak to them, when I asked how they just told her to call us when they were let there, she pretended not to understand. It was bizarre. I asked for a call back (it's now been well over 24 hours and no call).
I then said we wanted a refund and she said she wasn't authorized to provide one, to which I advised her that the property was in breach of contract as I paid for a King Suite which was not going to be provided. She then said if I called Expedia she wouldn't refute the charge. I told her I was driving to Moosejaw and I wanted her to call Expedia herself and have our money refunded. She advised that was against their policy and wouldn't do it.
We called and Expedia was amazing and refunded.
This whole experience reeked of an overbooking to which they decided to lie about. Worst customer service ever.