So I booked an apartment in another area through another agency, received the confirmation, and then called Expedia to cancel the hotel. It was at that point that a new Expedia agent told me that I couldn't cancel the hotel without cancelling the airfare, and the airfare was non-refundable! The subsequent chain of customer service reps were completely unhelpful, and the supervisor at the Corporate office was condescending and discourteous.

If the package is nonrefundable, then make sure your customer service representatives communicate that information to consumers. If your agents misinform the buyer, don't be surprised when they are a bit frustrated that they are now forced to pay for another person's oversight!!