I want to thank Expedia and their on-site and online support teams for their strong assistance throughout this situation.
I booked two Superior Rooms at Lifestyle Tropical Beach Resort in Cofresi through Expedia, but upon arrival we were informed that the hotel was oversold and were relocated—without our consent or Expedia’s approval—to Palm Beach Cofresi, a lower-category property not even listed on Expedia. After a long drive, we accepted the relocation, only to find the rooms in very poor condition, with broken bathrooms, damaged bathtubs, humidity issues, and even a room without electricity. Expedia representative Annel worked to arrange a room change, but the alternatives were no better.
With further help from Expedia’s online support, we were moved to acceptable rooms after 11:00 p.m., and the next day—thanks to continued intervention—we were finally placed in the hotel we had originally booked and paid for. This was my worst experience with a hotel chain, and I would not stay with Lifestyle Holidays again. On the positive side, Expedia’s customer service was excellent. Special thanks to Annel, Jennifer, and Claudia, whose support was key to saving our family trip.