I booked this hotel through Expedia for relatives, including an infant. I was financially responsible for ensuring safe accommodations. For nearly two weeks they stayed in the same room, until a ball rolled under the dresser and revealed dried dog feces and a dead cockroach. Their 7-month-old had been crawling daily on the floor, a major sanitation and health code violation.
At 5:00 a.m. I submitted a detailed complaint with photos, requesting immediate relocation and refund. Hours passed with no contact from the property. Expedia escalated the issue, called the hotel twice, and later admitted that the property refused to relocate or refund my request because they claimed the complaint was "too late." They ignored the fact that the contamination was hidden under furniture (present throughout the entire stay and after room cleanings), discovered by chance & they were informed immediately upon discovery.
Across three overlapping reservations, I paid $2,173.56. Expedia’s only response was an insulting offer of $100 in OneKeyCash. This is directly against Expedia’s own stated policy, which guarantees relocation or refund when a property fails to provide safe, sanitary accommodations. I have the agent’s written denial of that policy, and the hotel made the same refusal—both parties denied responsibility in writing and blamed my relatives.This ordeal caused extreme stress, hours of documentation, and hardship for me and the family alike.