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Quoth bainsidhe
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I may be wrong, but didn't he pay Expedia for the room night? Which means, he has to file a refund request with Expedia, not your hotel. And aren't reservations through Expedia non-cancellable/non-refundable? This just makes him an idiot.
And by the way, I would've loved it if you said "Sir, we've already provided the smoking room YOU reserved online. We're not part of the same franchise as xx hotel, and we can't tell you what they have available. If YOU would like to check their availability, here's the phone book". Really frosts me when people demand "favors" because they feel entitled. No doubt this is another part of "declining customer service".
And by the way, I would've loved it if you said "Sir, we've already provided the smoking room YOU reserved online. We're not part of the same franchise as xx hotel, and we can't tell you what they have available. If YOU would like to check their availability, here's the phone book". Really frosts me when people demand "favors" because they feel entitled. No doubt this is another part of "declining customer service".
As far as I know, a hotel pays a travel site or travel agent a commission. In the end, it's we the hotel that charge the guest the room rate. The hotel company tends to pay for the listing being available online.
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