2/10 Poor
7 Nov 2023
Having checked in on the Monday and being sold a room upgrade to a quiet area of the hotel, I was awoken at 6:30 the following morning by the very loud lift music. Upon then attempting to have a shower, I discovered this was not working.
09:30 and I receive a call from reception stating that the hotel is being evacuated due to “air-con maintenance issues”. Then having waited around reception for several hours, and wasting a day of my holiday, I was told that I would have to spend the rest of my stay in another hotel. The new hotel wasn’t fit for purpose - far away from chosen location, no bath for my young daughter, minuscule room and a very poor child’s bed. I explained to reception that I would prefer another hotel if I had to be moved.
They said this wasn’t possible. As a result, I requested a refund so that I could book another hotel of my choosing. They said I’d need to contact Expedia, but I could always book another hotel in the meantime and apply for a refund later (thankfully I didn’t do that!) Having then spoken to Expedia, they said it was up to the hotel to issue the refund.
Expedia attempted to contact the hotel several times to no avail, and I have been refused a refund. I had no choice but to stay in the alternative hotel, as otherwise I’d have paid for two lots of accommodation.
Very poor advice from the ARCadia staff in suggesting I book another hotel and claim for a refund later.
I would still like my refund.
Jay
Jay, 4-night family trip
Verified Expedia guest review
