I am writing to formally express my disappointment with the handling of our recent stay at your property. My husband booked a four-night stay through Expedia due to the hotel's proximity to the hospital.
After staying for three nights, my husband checked out early on the fourth morning at approximately 8:30 AM. He confirmed the check-out process with the front desk, who stated they had received approval from the general manager. Despite this, we were later informed by Expedia that the hotel refused to refund the final night’s charge, categorizing it as a cancellation fee.
Given that the room was vacated early in the morning and could have been resold, I find it unacceptable that no accommodation was made for a refund. At a time when we were experiencing extreme stress and vulnerability, this lack of flexibility and compassion left a lasting negative impression.
This experience has not only added unnecessary frustration to an already difficult situation but has also ensured that we will not choose to stay at your property in the future. Additionally, due to the lack of resolution and support, we will also reconsider using Expedia for future bookings.