No pet-friendly rooms at the inn after reservation made

The Expedia agent called the hotel while I was on hold and said the property accepted pets.

Later, I spoke with the hotel directly and was told that it did not have any pet-friendly rooms available, which meant that I could not use the reservation and would have to cancel it.

Please help me resolve this error caused by the Expedia booking agent, which could end up costing me $727 for a reservation I can’t use.

[...] based on your account, it appears that the company simply checked to see if the Best Western allowed pets, but didn’t go a step further to inquire about whether you could bring your pet.

The company reviewed the call recording of your hotel reservation and confirmed that you specifically requested that the agent confirm the “pet-friendly” room.

The agent contacted the hotel and inquired about the pet fee instead of confirming one of the rooms to be a “pet-friendly” room.

“We regret the confusion with your hotel reservation request and any inconvenience that may have occurred,” a representative said.

Expedia contacted Best Western on your behalf, and it turns out there is a pet-friendly room for you.

[...] the hotel also agreed to waive its cancellation penalties and will refund your $727, if you wish.

The recording of your reservation has been sent to Expedia’s management team “in an effort to improve agent training and provide additional coaching opportunities,” a company representative said.