6/10 Okay
Colleen, Dana Point
Travelled with partner
11 Dec 2024
Liked: Amenities
Disliked: Staff & service
This hotel staff is kinda shady. I had accidentally booked the one room we needed here twice due the Expedia app grouping the booking into ANOTHER trip. After I explained the situation to the front desk gal she told me that she couldn’t do anything since Expedia has the money so we need to talk to them, but she would cancel the other booking. So I send a message to ECS and they told me they saw the cancellation, but that it was marked as a NO SHOW, so they have to talk to the property manager to refund me. I called down to the front and was told that it is hotel policy with all third party apps to mark it as a no-show when cancelling. At that point I was ok so what do we do here? The Exp rep I was talking to called the hotel for me and they told her she needed to email the property manager since he was off-site. I said ok that’s fine, because I get it, I worked in hotels. (KIM no one has said no to me at this point, I just got the run around)
Expedia made multiple attempts to talk to the guy. He never even replied to say no!!
Look I get it, I booked the non refundable room twice, but this was so clearly an accident AND I stayed there AND they didn’t even have the room I booked available!! THAT’S the thing that bothered me the most about the whole issue! Like it was clearly a mistake and you got your money for the dingy “upgraded” room with no king bed that you stuck me in; You couldn’t just be kind and refund me for an accident? Or, you couldn’t just say no to my face??
Colleen
Stayed 1 night in Nov 2024