Dear Expedia Customer Service / Baymont Hotel Management,
I am writing to express my serious dissatisfaction with a recent stay at Baymont Hotel, booked through Expedia. The room we were given had a strong, unpleasant odor, and no alternative rooms were available. It was midnight, and traveling with family, we had no choice but to stay the night under extremely uncomfortable conditions.
I contacted Expedia immediately, only to be told that cancellations must occur within 15 minutes of check-in—a policy that was never communicated to us. Neither Expedia nor the hotel staff provided meaningful assistance. Eventually, Expedia informed me that the hotel agreed to refund one night and offered a $25 OneKeyPass credit.
Despite this, the next day I received a receipt showing charges for two nights. When I contacted Expedia again, I was told to speak directly with the hotel. Upon doing so, I was informed there were no notes about any refund. Only after a lengthy discussion did the hotel agree to refund one night.
This experience was distressing, costly, and unacceptable. The room conditions posed a health risk, and the lack of coordination between Expedia and the hotel added unnecessary stress. I had to book another hotel at an additional cost of nearly $100.
I urge you to investigate this matter and ensure proper compensation is provided. I also recommend reviewing your policies and communication practices to prevent similar situations in the future.