Comment Agreed (Score 1) 60
We used to use 3rd party booking sites. If everything went fine, there were no issues. If anything went wrong, it was a disaster. Hotel overbooked? The hotel won't help you. Wrong room type? The hotel won't help you. Can't find your reservation number? The hotel won't help you. You get to call Expedia and pray that a human picks up and can do something for you. This happened once to a friend, where a hotel was overbooked so Expedia got them a new hotel room on the other side of town. Didn't help our friend who was going to a conference at that hotel. If he had booked through the hotel, they would have put him in a sister hotel a block away.
We only book through the hotel sites now. You have a lot of leverage with the staff when you are sitting in front of them and they are responsible for filling your reservation. Also, if you are a rewards member, you can call the rewards number and they will usually fix anything the staff won't, or can't, fix.