They make it incredibly difficult
They make it incredibly difficult to make any changes to your itinerary. They offer no benefit as being a third party for hotel reservations. There was a clerical error in our booking. They refused to change it. Hotels hate them and working with them. They refuse to cancel it even though we tried to cancel it within a half an hour of creating it. They refused to refund our money. Because their customer service staff is headquartered outside of the United States they are not well suited to advocating for their clients. We booked another stay with the hotel directly in person. Expedia claimed that they had tried to reach out to the hotel and that the refund was canceled. When I reached out to the hotel they could not confirm this. There is literally no benefit to booking through Expedia Beyond maybe saving 5% and I don't believe 5% is worth the several days of hassle that I had communicating with their customer service. Which does not in any way value customer service by American Standards. I falsely assumed that because it was a large organization that they would have more negotiating ability than they do. There is no benefit to booking through Expedia other than perhaps efficiency. I will use them for Price monitoring and for ease of search. And I will book directly with hotels from now on. Their customer service is frustrating and inept and they will refuse to take any accountability even when they fail to do their job. They stole money from me is how I look at this.