Absolutely No Customer Service Focus
Posted Aug 21, 2016
When we got there Friday, 5th Aug, there was a lightning strike at the hotel. Immediately you can smell the smoke in our room and we needed to evacuate the hotel in the rain. There were at least 3 - 4 fire trucks there. Once back in, I let the manager on shift, Debbie, know that the incident has really spooked our kids and we'll be leaving in the morning. All she said was OK and even mentioned that she herself was a little spooked. Also, the elevators were knocked out of and in our room, the TV and telephone did not work.
On Saturday, 6th Aug, as we checked out, it BEGAN - the back & forth speaking with Expedia and the hotel to prevent being charged for the 1 remaining night. I spent all weekend calling Expedia and the hotel explaining the entire situation over and over. Finally, around 9:10pm ET on Sunday night, an Expedia representative told me that after speaking with the manager of Sleep Inn, Debbie, that I will be reimbursed for the 1 night. It's been 14 days and I am still waiting for the reimbursement. In the meantime, the full charge (for both nights) were charged to my credit card on Monday, 8th Aug.
If both Sleep Inn and Expedia were serious about the reimbursement, why charge the full amount? I am extremely disappointed in both businesses and will not be patronizing either in the future. I am sticking with Travelocity and reputable hotel chains such as Holiday Inn, etc. This experience has completely turned me away from Expedia & Sleep Inn.