Orbitz Change of Hotel internet

On 10/20, we made a hotel search through orbitz nearest to a specific destination and then booked the hotel.  An hour later, we found out through a friend that there are more hotels that are actually a lot closer than the one we booked.

We got the name of the hotel we like to change into, called orbitz and spend 1/2 hour looking for our reservation.  The "foreign-accent" customer service cannot locate our reservation and assured us that our "initial" reservation did not go through and that it is not in the system and he would be happy to help us book the hotel we now wanted.  Because we have to leave now for the trip (20 hours drive), we said that we will call back later.

Upon checking our email today, there is indeed a reservation made so the first CS we talked to gave us wrong information.  In the email confirmation, in print it says, that orbitz understands if plans changes and that they will not charge for changing but the hotel might.  So we called the hotel and they said that they don't mind us cancelling and that they will not charge us, but to make sure that we notify orbitz as they are the one that has to do the cancellation.

We called orbitz and told them that we wanted to "change" hotels and that the first hotel is willing to cancel our reservation without charge.  We talked to a another foreign-accent CS supervisor named Jack who indicated that we will be charge for the full price if we cancel.  What happened to the print that says, orbitz will not charge but the hotel might?  We told him the the hotel said they will not charge us any cancellation and offered Jack the name of the supervisor at the hotel.  Jack would not listen, we even told Jack that we are happy to book the second hotel through orbitz if they would just change the hotel.   Jack is not interested in listening.

We travel often and had always booked our flight, hotel and even car rental through orbitz but after today, not anymore.  And we'll make sure that everyone that we know hears the story so they can be forwarned about Orbitz.