Dear Expedia Customer Support,
I am writing to make a formal complaint regarding our recent accommodation booking at The American Creswick during the AFL long weekend.
My wife and I drove approximately 150 km to the property for our booked one-night stay. When we arrived, we were shocked to find that the hotel was closed and there was a prominent “FOR SALE” sign displayed on the building.
We immediately contacted the property by telephone. Approximately 20 minutes later, a man arrived, opened the building and provided us with a room key. He then left the property.
There was no staff member, manager or other responsible person present at the hotel during our stay.
This was particularly concerning because the property had been presented on Expedia as an operating hotel with facilities including a restaurant, bar, bistro and café. None of these facilities were available to us.
Furthermore, the hotel's own opening-hours notice, which we photographed, states that Friday was “CLOSED – AFL PUBLIC HOLIDAY.”
As a result, we had no restaurant or hotel food service available and had to purchase basic food from a supermarket.
My wife was extremely uncomfortable and anxious about staying overnight in an empty and unattended building. She was unable to sleep because of the situation.
We therefore left the property at approximately 6:00 am the following morning and returned the room key as instructed.
We had booked this accommodation in good faith based on the information presented to us th