Services Not Provided as Described – Unsafe Hotel Conditions
During my stay, severe structural roof and ceiling leaks occurred throughout the property, including active water intrusion into guest rooms. Hallways and common areas were lined with industrial trash cans collecting rainwater, many of which overflowed onto the floors. The excessive moisture resulted in visible mold and mildew throughout the room, creating an unhealthy environment for my family. Hotel staff acknowledged the issue, stating, “This happens when it rains,” indicating that this was a known, ongoing problem rather than an isolated incident. I immediately contacted Expedia to report that the property was unsafe and requested assistance. Despite explaining the serious health and safety concerns, Expedia did not provide a meaningful resolution, offer comparable accommodations, or relocate my family to another property with the promised Atlantis access. I also spoke with an Expedia Customer Relations representative named Kartik, who was extremely unhelpful. Despite my repeated requests, he refused to escalate my concerns or provide any meaningful assistance regarding the unsafe conditions. As a result, my family was left with no reasonable alternative and was forced to remain in accommodations that were not safe or habitable. In addition to the hotel conditions, our vacation was significantly impacted by multiple airline delays that disrupted both our departure and return travel. These delays resulted in extended travel times, additional expenses, and unnecessary stress. The accommodations Expedia sold were not fit for occupancy and did not match what was represented at the time of booking.