"We were told our room would be left open for us to enter with the keys inside. When we got there, the door was locked and we could not get into our room. Nobody was in the restaurant or the office. We messaged and called multiple times. Nobody answered the phone lines and the replies to the messages were vague and unhelpful.
After a lot of time passed with no indication of resolution, we drove on to find a hotel that was open and attended.
The property owner/management continued to be unresponsive for a week as we sought to recover the payment we had made. In working with Expedia, Expedia said they could not refund my payment without confirming the incident with the owner/manager who remained unresponsive to their calls and emails too.
It was triply frustrating that the property failed to provide accommodations, refused to respond to requests for a refund, and that by ignoring Expedia, kept Expedia from providing a refund either. I don't excuse Expedia hiding behind their policy in the matter either. It makes no sense that a non-responsive owner/manager precludes a refund. It should be the opposite.
Not having seen the room we were supposed to stay in. We did see one room had broken blinds and the entryway to the parking lot was barely wide enough to pass through, literally by less than an inch."
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