To start off I booked with Expedia for…a funeral and Expedia is giving me the run around
To start off I booked with Expedia for a hotel to go into Chicago to bury my niece. Upon arrival I paid $100 deposit that wasn’t even explained when I booked. I understand hotels have their own policies so I let it go. I’ve worked in hotels and know sometimes 3rd parties don’t have that information. Upon checking in I was shown 3 different rooms and none of the ac’s were operating correctly. It was 90+ degrees outside so I definitely needed ac. I chose the coolest room at the time. I was told to give the ac unit time and it should cool down. The room didn’t cool until the next evening when the temperature dropped and it still wasn’t cold. The ac unit also leaked water all over the floor wetting up my clothes and shoe boxes I had my shoes stored in. Had to completely throw away the boxes. Then the shower literally trickled water. I had to use a cup to rinse all the soap completely off me. The next morning I woke up and called the desk repeatedly to complain and nobody picked up. When leaving out to attend my nieces funeral I stopped by the desk and complained and was told maintenance would rectify the issue. I left for the day and when I returned I asked if maintenance had done anything I was told maintenance wasn’t in and the desk agent went up and said everything was completely normal. We then went up to the room and I showed him the shower trickled and he said it was because they were sold out and everyone was using the water. That was unacceptable. I asked about the ac unit and was told it does that sometimes and it’s completely normal. I told him I work in hotels and it wasn’t. From Saturday night I called Expedia and asked them to rectify the situation. They attempted to call the hotel multiple times and couldn’t get through. They then sent a email and said the hotel had 24 hours to respond(which they didn’t) and nothing was done. After checkout on Monday I called again and was told the matter was escalated after they couldn’t reach the hotel again. Another email was sent with no response. I called again Tuesday and was told they reached out to the hotel and needed their approval to give me a refund. They stated the matter was escalated again by a supervisor and goin to a special team and they needed to reply in 24 hours. 24 hours passed again and I called back and was told they hadn’t gotten a response and needed to escalate further. I explained to Expedia I paid them not the property and I would of hoped they supported their customers more in this rather than letting the property ignore them and leaving the customer to have to repeatedly follow up with them only to be told they are escalating it. At what point do we stop escalating and do something about the hotel you guys partnered with not accommodating your guests or even responding to legitimate complaints? I’m tired of being told to wait 24 hours and I have called you guys over the course of 5 days now. I don’t think that a good business practice. These hotels need to be held accountable and expedia needs to step up and do something. Hello Expedia I just saw your reply. I am currently on the phone with your customer service and I am being told I just have to wait. How about you look into itinerary number 73498215350428. And give me a call if you’d like to resolve this.