Booked 3 nights in a room with a “city view” and “blackout curtains” listed in the amenities. When I arrived, the room had no window. Hair was on the floor of the room, in the sink and shower. I asked to switch rooms and was told the “city view” rooms were sold out. I’m not sure how you allow someone to book a sold out room and say nothing when the person checks in. I was shown another room that was also dirty. Asked for my money back, and was assured that I would get a full refund. I was given a copy of the email from the manager to Expedia stating that I would get a full refund. Later when I contacted Expedia, I was told the manager of the hotel had not authorized a refund. Even though I sent a copy of the email I had been given from the manager, I had to contact Expedia 3 more times about this. Each time, it was escalated to another department, and I received the same generic reply saying “sorry” they weren’t able to process the refund. After the 4th time, Expedia was able to get the refund approved. This took 3 weeks. I wonder how many people would have just given up and lost the money? This is a bad review on Expedia too. I have booked faithfully for YEARS, but I am considering switching fully to Agoda. One last remark on the hotel: when I was sitting in the lobby waiting for the manager to contact me about my refund, I watched the front desk attendant give the same dirty windowless room to the next traveler who had just walked in…without cleaning it. Enough said.
