I booked the Mount Lavinia Hotel in Sri…
I booked the Mount Lavinia Hotel in Sri Lanka through Expedia based on the information and recommendation on their website. Unfortunately, the condition of the room was so poor that we left after staying just one night instead of the four nights we had booked. I contacted Expedia immediately and requested a refund for the unused nights. Since then, I have had multiple conversations with different Expedia representatives over several days. Each representative acknowledged my complaint, advised they would contact the hotel or escalate the matter, and asked me to wait for updates. Despite these assurances, I repeatedly had to contact Expedia myself to find out what was happening. My disappointment is not only with the hotel but also with the way my complaint has been handled. The communication has consisted largely of repeated promises to wait another 24–72 hours, with no clear resolution despite multiple follow-ups. I appreciate that Expedia may need to liaise with the hotel before making a decision, but I expected more proactive communication and a faster resolution. As a customer, I should not have to keep chasing updates while on holiday. I hope Expedia resolves this matter fairly. Until then, based on my experience, I cannot recommend booking through Expedia if you expect prompt assistance when something goes wrong.