Orbitz — Unacceptable Responses

I booked a hotel room from Orbitz, and a week before the trip I had a slight change of plans. Originally I had booked 2 double beds but simply wanted to change to 1 queen bed. I went online at the hotel site to make sure there were rooms available, which there were at the same price. So I called Orbitz, located obviously in a foreign country, and they were clueless. The rep clearly didn’t understand I didn’t want to cancel, just change the type. She kept asking me if I wanted a refund..NO..just a change in bed type! It was no big deal, a bed is a bed but she had me call the hotel, who in turn told me I had to deal with Orbiz. So I called again, this time was transferred and disconnected. Called a third time, and was put on hold. The rep came back and told me there was no rooms available at that hotel for those dates. WHAT?? I just checked both sites and low and behold rooms available. Why lie to me? I know this is not a big issue, but I expect better customer service. I will never deal with these people again for numerous reasons.

Have reps that understand English better and can accomodate your customers without lying.