I’m disappointed with how Expedia handled an issue with my recent stay. The accommodation did not match the description at the point of booking (air conditioning advertised but centrally controlled and switched off, rooftop bar advertised but closed for maintenance, etc.) and I raised this multiple times during the stay with both the hotel and Expedia.
Unfortunately, Expedia categorised my complaint incorrectly as a request to waive the cancellation policy, rather than as a “not as described” service issue. As a result, the hotel was asked the wrong question and declined, and Expedia then told me there was “nothing more they could do,” which was very frustrating.
While I appreciate the polite communication and the later offer of store credit, I would have expected a proper review of the issue and a monetary refund for a service failure. The experience has left me less confident booking through Expedia again for package holidays where resolution depends entirely on correct case handling.
