We arrived 10 minutes after booking via Expedia. No one came to the door, no one answered the phone for me, my husband nor expedia. Then they denied my request for a refund saying I was a no show.
I was absolutely not a no show, I came about 10 min after booking and no one would come to the glass nor answer the phone. We used the phone they said to and it sent it directly to voicemail. We knocked on the door and on the lobby glass. We hollered, and called the hotel from our own phones all before reaching out to the help team at Expedia. Once I reached out them the Expedia rep attempted to call them and no one answered.
We had to travel another 30 min down the road and get a different, more expensive room later in our trip than we wanted because they refused to come to the door, answer their phone, or give us a room.
What ultimately happened was theft because they took our money but REFUSED to provide the service they said they would.
It is unacceptable for them to deny my refund and unacceptable that after seeing the conversation I had with Expedia's rep they would accept the hotels refusal to refund as a case closed and allow this to happen to your customer.
The entire situation is awful customer service.