2/10 糟糕
Latasha
团体旅客
2025 年 7 月 28 日
不满意：清洁度、员工和服务、服务设施、住宿条件和设施
Moldy Room + No Refund Despite Early Checkout
We arrived on July 24, 2025, and were immediately hit with a strong mold and mildew smell in the room completely uninhabitable. Housekeeping never showed up, so we called Expedia. Their rep told us to check out immediately and promised we’d be refunded for the hotel portion.
We followed instructions, checked out the same day without staying, and the hotel confirmed our departure. Now Expedia says we’re losing the full $2,700 because the hotel won’t approve the refund even though we didn’t use the room.
This is unacceptable. We didn’t cancel or no-show we were advised to leave due to unsafe conditions. This experience has been incredibly frustrating and feels like a scam. Guests should be able to trust that if a room is unsafe for health reasons, they won’t be penalized for refusing to stay. I’m now having to fight for a refund that should’ve been automatic based on Expedia’s own advice and the hotel’s conditions.
Avoid this resort if you value cleanliness, air quality, or customer service. And avoid relying on Expedia support unless you get everything in writing. Very disappointed!!!!!😡😡😡
Latasha
2025 年 7 月入住 3 晚
