2/10 Terrible
Yoko
12 Nov, 2024
Disliked: Cleanliness, property conditions & facilities, communication
Misleading Hotel Information: This is not a hotel and did not match the name or appearance shown in the booking information. The condition of the accommodation was unacceptably poor—far from what I had anticipated. The place lacked any reception, which was not clearly stated in the hotel listing. I received no prior communication regarding these discrepancies by Expedia.
Check-in Complications: No clear check-in instructions were provided when I made the reservation. Consequently, I spent three unnecessary hours trying to check in and incurred international call charges in the process. To my dismay, I received no compensation or apology for this inconvenience.
Customer Support Response: I was extremely disappointed with the quality of customer support I received. Rather than an apology, the agent I spoke with began by making excuses, suggesting that I was at fault for not checking the information thoroughly. It then took an additional three hours for the room owner to appear, despite reportedly being in the same building. I found this lack of transparency and accountability unacceptable. Instead of addressing my concerns with sincerity, the support team offered only justifications, making the experience even more frustrating.
The overall experience was terrible and left me questioning the reliability of Expedia. Expedia needs to take these issues seriously and improve both booking transparency and customer support processes.
Yoko
Stayed 3 nights in Oct 2024