I booked a stay at Acantilados Hotel in El Salvador through Expedia, but when we arrived after a five-hour drive, we were told by the hotel that our reservation had not been recorded in their system. Despite showing our Expedia confirmation, the hotel said there was no room for us, and their only proposed solution was to send us to a low-quality two-star hotel next door—for the same price we had paid for a stay at a high-end property.
This was not an acceptable solution for us. The staff tried to help by recommending another hotel, but that option also did not meet any reasonable standard. As it was already very late at night and we couldn’t find suitable accommodations, we had no choice but to drive all the way back home.
This experience completely ruined our weekend plans. To make matters worse, days later, we still haven’t received a refund, nor have we received any meaningful support from Expedia to make this right.
This situation was not our fault, and it’s unacceptable that a reservation made and confirmed through Expedia would not be honored at check-in. I urge Expedia to review its processes with hotel partners and to resolve this matter promptly.
