Booked a hotel on Orbitz. It never appeared on my itinerary so I assumed something went wrong and therefore booked a second room. Turns out I had two reservations and was charged a cancellation fee for the first reservation. Hotel claimed was Orbitz' problem. I called customer service three times. They would tell me I made the first reservation directly with hotel ( later they admitted they placed it after i found an itinerary number), then claimed that it was cancelled and I received a full refund ( again they later changed this story when I told them I hadn't pre-paid for the first reservation and therefore wasn't entitled to a refund). They then told me to deal directly with the hotel, which , of course, was of no use. Two observations. First customer service just shoots from the hip denying responsibility until you prove them wrong. Secondly, they (and the hotel) can simply blame the other guy until the customer just gives up.
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