I previously addressed this matter with Expedia, but I am providing a clear summary of our experience. We selected this hotel for a work trip based on the advertised amenities, particularly reliable internet and a functioning television. Upon checking in, we discovered that neither the internet nor our cellular signal worked in the room. Because stable connectivity is essential for work calls, this was a significant concern. When we approached the front desk to request assistance, the staff member was dismissive, interrupting repeatedly and stating that no technician would be available that evening. When I explained that we would need to cancel the reservation if the issue could not be resolved, he rolled his eyes before providing a key to another room. He also informed us that cancelling would result in no refund. After moving to the second room, the internet dropped again within an hour and the television still did not function. I contacted Expedia to request a cancellation, but they stated that the hotel had to authorize the refund. Based on that guidance, we checked out and booked another hotel nearby. Our total time on the property was roughly three hours, and we did not stay overnight.
The following day, Expedia informed us that despite purchasing trip protection, we would not receive any portion of the $800 paid because the hotel refused the refund. This was deeply disappointing.