ASCEND 101

DON’T STAY FOR SAFETY REASONS Worse property experience from seasoned travellers. Had to vacate due to strong and nauseating gas like smell from kitchen even with window and door opened. Property manager not contactable during incident and later refused to refund booking even when the apartment was not fit for use. Expedia’s Virtual Agent (only form of communication) woeful in addressing the matter. Was initially told to stay and monitor the situation and wait for 2-3 hours for a response. Can’t believe this was suggested, given potential dangerous situation of a gas leak. Expedia shortly revised to wait for 72 hours for resolution! Was offered 5,000 Expedia reward points (about AUD59) for our inconvenience! Much room for improvement by Expedia, ie better processes in place to help customers, especially in a case of an emergency and dealing with inadequate property managers.