2/10 Terrible
Tracey
Oct 6, 2025
Disliked: Staff & service
had a terrible experience with both the hotel and Expedia. On the day of my scheduled stay, I unfortunately came down with COVID and immediately contacted Expedia to request a courtesy cancellation, given that I’m a loyal customer. Expedia advised me to contact the hotel directly.
When I called the hotel, I spoke with the manager on duty. He initially refused to cancel the reservation, stating that because I booked through a third party, there was nothing he could do—and that he would have been willing to help if I had booked directly as a Hilton Honors member. After I informed him that I am in fact an Honors member, he still declined to assist.
I then asked whether he would prefer that I come to the hotel and risk exposing other guests to COVID, to which he replied that it was “my prerogative.” I found this response highly inappropriate and irresponsible, as it showed a complete disregard for guest safety and public health.
After further discussion, he changed his stance and claimed that Expedia was responsible for issuing a cancellation or refund. However, after multiple follow-ups with Expedia, I was informed that this was not true. Both parties have essentially passed responsibility back and forth, leaving me with no resolution and an extremely frustrating experience.
I hope this matter can be reviewed so that other guests are not treated the same way in similar circumstances.
Tracey
Stayed 1 night in Oct 2025