I will NEVER use Expedia to book a hotel again.
I needed to shift a 5 night stay I booked through Expedia from Sunday-Friday to Tuesday-Sunday. The hotel had no problem with it (I contacted them directly) and they had availability at the same price. However, they told me I needed to go through Expedia to make the change because that's where I booked it.
Because of 'Expedia policy' this simple change that would not have resulted in a refund or cancellation of any kind... would have cost me the price of a nights stay, just as if I wanted to cancel the entire reservation.
Stupid. Yes, technically it was my bad, I tried to make the change within 24 hours of checking in which according to the Expedia contract means I forfeit the price of a night's room. However, good customer service would dictate that since there wasn't a refund/cancellation involved, it was a simple time shift and the hotel had no problem with it... skip the 'it's our policy' BS and make the change and make your customer happy.
As a result, I will continue using Expedia to identify hotel rates and then go to the hotel web site and book it.