Shame on Expedia
I booked a room through Expedia and checked in, but we immediately left after seeing the condition of the accommodations. We did not stay overnight or use the room because it was completely unacceptable. The room was filthy and unsanitary. The bathroom had mould, the mattresses appeared to have multiple urine stains, there was hair throughout the sheets, and there was a yellow, sticky substance on the floors, light fixtures, and furniture. The overall condition of the room was far below basic hotel standards and did not match what was advertised. I expected a clean, safe, and functional hotel room. I was not expecting luxury, only the minimum standards required for a guest to reasonably occupy the room, starting with a clean bed and sanitary accommodations. Because the room was not suitable for occupancy, we left immediately and did not receive the service we paid for. Expedia advised that a refund could not be issued because the property was not cooperating and offered only a $50 credit. This does not reasonably address the situation. Provided videos and photos of the room condition. Since we did not stay at the property due to its unacceptable and unsanitary condition, nothing less than a full refund is acceptable. Shame on Expedia! To reply to Expedia's reply - I have already spent the last three days communicating with Expedia trying to resolve this matter. I have spoken with Dhruv, Jessa U, and Jenena A, and I specifically requested that the matter be escalated to Customer Relations. I was advised that the decision was final. The only resolution offered was a one-time Key Cash credit of USD $50.00 toward a future booking, which is not an acceptable resolution given the circumstances and the condition of the accommodations.