Absolutely Disgraceful
Absolutely Disgraceful – Expedia Has Failed Its Customers If I could give zero stars, I would. Our stay at the Mount Lavinia hotel in Sri Lanka was one of the worst hotel experiences we’ve ever had, but what has shocked us even more is Expedia’s complete failure to put things right. The hotel was advertised as a 4–5 star property with a gym and spa. We discovered these facilities had been closed for years, yet Expedia is still using them to sell the hotel. When we asked the hotel staff about them, they laughed, which says everything about how long this has apparently been known. Our room was unacceptable. The bed sheets were ripped, there was no hot water, and the overall condition was nowhere near the standard that Expedia advertised. We complained immediately. More than eight days later, Expedia continues to give us the same scripted response: “We’re waiting to hear back from the hotel.” That simply isn’t good enough. We booked with Expedia, not directly with the hotel. Expedia took our money, advertised the property and its facilities, and now seems content to leave its customers in limbo while hiding behind the hotel instead of taking responsibility. This experience has left us feeling completely misled. If facilities have been closed for years, why is Expedia still advertising them? How many other travellers have booked believing they were getting amenities that don’t even exist? The lack of urgency and accountability is astonishing. Every day that passes without a resolution sends the message that customer satisfaction means very little once payment has been taken. Unless this matter is resolved immediately, I will be escalating my complaint through every available consumer protection channel and will continue sharing my experience publicly so that other travellers know exactly what they can expect. Expedia has lost our trust completely. We will never book through Expedia again, and I strongly encourage anyone considering using them to think very carefully before doing so. Another automated response no one answers