At 7:30 PM, I called the hotel to check if my room had a sofa bed, and the representative confirmed it did. However, when I arrived at 12:30 AM, the front desk clerk, Kelly, claimed there was no record of my reservation! Despite explaining I had confirmed my booking earlier, she insisted their system showed nothing. I contacted Expedia, and Amy confirmed I had an active reservation. When Amy called the hotel, Kelly still denied it. Amy arranged a refund and helped book me another hotel. Dealing with this hotel was terrible, but Expedia's agents were empathetic and very helpful.