During my stay, I had concerns about the cleanliness of the room. However, the situation became far more serious when I received news that my brother had passed away.
At approximately 8:30 AM, I contacted Expedia regarding canceling the remainder of my stay since I had purchased trip protection. I was informed that as long as the hotel approved the cancellation, I would be refunded for the unused nights. Expedia then contacted the hotel directly.
At the front desk, I was told to wait until management arrived at 10:30 AM. My family and I waited. When management arrived, Leslie Colman assured me we would be refunded and instructed us to pack up and check out.
We vacated the room as quickly as possible and then requested a receipt confirming the refund. We were told no receipt would be provided and that we would receive an email. When we asked for confirmation in writing, the situation escalated. Housekeeping Manager Krystal called the police after we simply requested proof of the agreed refund.
This was extremely distressing while dealing with a death in my family. Had the refund been denied upfront, I would have stayed. Instead, I relied on management’s word and complied fully.
This experience raises serious concerns about the reliability of Expedia’s trip protection, as I followed the proper process and was not supported.
I request a full refund for unused nights and a formal explanation.
