This itinerary was booked on Expedia and the credit charged (showed in the credit card transactions) and the reservation was confirmed.
However, during Checkin, we were already tired and it was late at night; FABIO, who is at the front desk, said that he didn’t have the payment information on his end. We showed him the Expedia confirmation, the credit card bank transaction screenshot, confirmation email etc. He told us to pay again to get the room and deal with Expedia as it’s “not his problem”. It was close to 12:30 in the morning, so we shelled out the money in local currency to get the room.
Not sure if it’s a problem between this particular hotel and Expedia as I have booked several other hotels close by without this issue ever happening. The customer shouldn’t be made to suffer through the incompetence of the hotel and the platform. As I’m filling out this review; I’ve been on hold with Expedia for 40 minutes as the agent (Alex) I reached is trying to get hold of the reservation manager.