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Update by user Apr 13, 2021

THIS ISSUE HASN'T BEEN RESOLVED. I'M GOING TO CALL EXPEDIA FOR THE 5TH TIME AFTER CALLING THE HOTEL 3 TIMES.

I STILL CAN'T UNDERSTAND WHY THIS IS HAPPENING AND HOW THIS HAS TO TAKE UP SO MUCH OF MY TIME, ESPECIALLY WHILE I'M GREVING AND HAVE TO FIGHT TO GET MY MONEY BACK !

DISGUSTED AND PISSED! WHERÉ 'S MY REFUND AND HOW COME I HAVEN'T HEARD BACK FROM EXPEDIA!

Original review posted by user Apr 13, 2021

Booked Hotel Extended stay in Victorville for 85 &;;;;;;;;;;;;;;;;;;; 90 yr old family for my mom's MEMORIAL SERVICE, red eye flight arriving 2:am at Hotel. Hotel parking lot suspicious people hanging out, no mask, sign on lobby door "no mask, no service" but CSR Brad not properly wearing neither are some guest coming in/out in early AM.

Caliber of people staying were sketchy, definitely drug addicts, lobby floor was dirty, it felt nasty, I was so tired and upset. I was nervous to leave my family but it was late so I gave my CC for deposit, husband & I took luggage to #106 & down the halls every door was scratched and damaged on the bottom, no up keep, opened the rm door, it was filthy, I was horrified, the red couch had oil stains, could've easily been from an alley, the table was dirty with crumbs, the seal ( to ensure cleanliness) was popped, crumbled, & sitting on top of the microwave. The floor clearly hadn't been swept, the hard plastic Kleenex container was cracked, the shower had "DEFINITELY" been recently used and had a "glob" of long hair on top of the drain. Of course, I ran out, it felt and looked disgusting and there was NO WAY i could expect to have my family stay there with COVID19, the hotel definitely wasn't following any CDC practices for social distancing, mask, cleaning practices, or their promise to their website.

I immediately came back out to the front counter, I told Brad about the issues with the room, he wasn't surprised, understood, but quickly told me he didn't have any more rooms and DIDNT OFFER TO CLEAN THE ROOMS ( SORRY IT WAS BEYOND THAT FOR MY AND MY FAMILY AS A CUSTOMER, I DID'T FEEL SAVE FOR ALL REASON ABOVE TO LEAVE THEM THERE ) I TOLD HIM I WANTED MY MONEY BACK FOR THE HOTEL THAT WE NEVER STAYED NOT DUE TO CANCELING BECAUSE THE "HOTEL" ISN'T MEETING THEIR ADVERTISING REQUIREMENTS PLEDGING CLEANLINESS, DRUG ADDICTS, NO MORE ROOMS TO OFFER, NOR OFFER TO TRY AND CLEAN, IT APPEARED SOMEONE HAD BEEN STAYING IN THE ROOM PRIOR TO OUR 2:30AM ARRIVAL.I called BRAD back when I got settled at 3:45am to request my $100 deposit back for not staying, he said ok, wait 20 days this was on 3/29/21, I still haven't gotten $100 back from Hotel or $383 back from EXPEDIA. Total of $483 that I haven't got back due to the situation above. What's sad is I just lost "my mother" dealing with COVID19 planning memorials, trying to grieve, I get my 85 & 90 yr old family who flew in this hotel and at 3am we're in the parking lot calling other hotels to find them a place to stay. We ended up going over to the Comfort Inn and they guy there was amazing, I was in tears over this.

I paid $421 to stay at that hotel, thank GOD i had the extra money to do it after pre-paying that stay. I called OTEL EXTENDED IN VICTORVILLE, SPOKE TO TABITHA, SHE SAID THE OWNER RAJ PATEL IS A CROOK AND WON'T REFUND THE MONEY BECAUSE THERE WAS NOT INSURANCE!!!!!!!!!!!!!!!!!!!!!! SHE SAID SHE KNOWS THIS IS NOT FAIR AND THIS HAPPENS OFFTEN BUT MOST PEOPLE DON'T COMPLAIN. I TOLD TABITHA I WANT TO SPEAK WITH RAJ PATEL AND SHE SAID YOU'LL NEVER GET A CALL BACK, YOU'LL BE BETTER OFF GETTING YOUR MONEY BACK FROM EXPEDIA.

FUNNY, THE NIGHT THIS HAPPENED WHILE IN THE LOBBY UPSET AND SHARING OUR STORY WHILE GETTING CHECKED IN AND THE LADY STATED SHE HAD THE SAME EXPEREINCE AND JUST LEFT THE HOTEL AS WELL, BOOKED THROUGH EXPEDIA AND SPENT APPROX $900 FOR HER FAMILY, I WAS FLOORED. ITS EXHAUSTING THAT I'VE CALLED EXPEDIA 4 TIMES INCLDUING THE NIGHT OF, DAY AFTER BURYING MY MOTHER, 2 TIMES WHILE TRYING TO TAKE SOME TIME TO HEAL AND NOW I RECEIVE THIS!!!!!!!!!!! PLEASE TELL ME "WHY"HAVE I LOST ALMOST $500 FOR A NASTY HOTEL, NO COMPLIANT W/ COVID19, CAN'T OFFER ANY OTHER ROOMS, AND CAN'T CLEAN MY FAULT? I WANT ALL MY MONEY BACK $483.

I WANT EXPEDIA TO REFUND MY MONEY AND I FEEL EXPEDIA DIDN'T DO ENOUGH TO HELP RESOLVE THIS SITUATION, IN FACT, I HAD ONE *** HOLE representative that did nothing, told me he can't get my money back and hung up on me. Right after this trip I booked 2 more trips with EXPEDIA, AS I CUSTOMER I'M PISSED, I WANT A FULL REFUND OF $484 IMMEDIATELY. Typically, I WOULD HAVE VIDEO AND PICTURES BUT IT WAS 2:30AM, HANDS FULL OF LUGGAGE AND FAMILY SITTING IN THE CAR UNTIL WE GOT THEM SETTLED. BUT BOY I WISH I DID!!SIGNED MORNING DAUGHTER HAVING TO PUT UP WITH UNNECESSARY BS THAT SHE DOESN'T DESERVE!

THIS WAS AN "F" NIGHTMARE! AV

Monetary Loss: $483.

Preferred solution: Full refund.

Expedia Pros: Coinvent booking on the web with multiple selections at once, Ease of website access.

Expedia Cons: Will not refund money of a closed hotel, Expedia not vetting quality of hotels or removing from site, Spent about 6 hours on the phone hung up on, Customer service and no willingness to help, Unethical.

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