2/10 Terrible
Justina
Travelled with family and small children
4 Oct 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The family suite that I paid quite a bit extra for was not available when we showed up. This was after a 12 hour drive with 2 kids. They had given it to a wedding party and blamed it on me booking through Expedia instead of directly through them. They sent 3 adults and 2 kids to stay in a standard room. It hadn't even been cleaned since the last guest. Then I had to wait 30 minutes in line and they moved me to another room that wasn't a suite but they claimed it at least had a sofa bed. When we got to the room, it did not have a sofa bed. I then stood in line again for another 30 minutes and the assistant manager finally gave us a room with a sofa bed (but it was not a suite and did not have a separate bedroom, like was advertised and I had paid for). Then on the second night we got back to the hotel after midnight and our keys did not work to get in to our room. My children had to sit and wait for over 45 minutes while I stood in line to get the attendant to fix the the key.
I feel as though I should at least receive a partial refund as I did not get the room I paid for and for all the stress this caused on our family trip. I have been using expedia for over 20 years now for my travels and am questioning whether or not I should use it again.
Justina
Stayed 2 nights in Sep 2024