Posted Jan 3, 2017
They checked people in but actually did not happen and they charged for the night. It was supposed to be 24 hours front desk, however, we waited about an hour, and nobody there. We made phone call but nobody picked up. We had to book another hotel instead at the midnight. We were waiting outside of the door and it was super cold. The door to the front desk was closed. The next day we called them and expedia customer service and they said that we were checked in. How could it be possible??? Who checked us in??? We tried to ask expedia for help about the refund since we did not actually stay there. But they did not refund us!! The reason is ridiculous. Below is the response from expedia customer representative after they negotiating with the hotel:
We have advocated your request to the property and we would like to inform you that due to your reservation's policy, they denied any cancelation or refund request.
Thank you for contacting Expedia about your cancelation request for your reservation at Best Western South Bay Inn.
As we check the hotel cancelation and change policy states the following.
"The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded."
"Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation."
We are so disappointed about the experience and the hotel and will not recommend at all!!!!!!!!!!!!!
Comment from Hotel Management
Jan 7, 2017 by General Manager, Hotel Management
I do apologize. However, nobody from my staff spoke to Expedia regarding this reservation. There is normally someone at our office 24 hours, unless they are assisting a guest here on property.