Expedia
reviews and complaints

I booked a package vacation of airfare, hotel and car rental through expedia for a car rental at the airport . When I arrived at Orlando airport and went to thrifty's rental desk I was told the car was for rental at a hotel in downtown Orlando not at the airport. I spent 2 hours on the phone with expedia. I was told a shuttle would pick me up and take me to the car rental. There was no shuttle. Then after another hour on the phone I was told I booked it wrong and there was no compensation for me to take a cab to get the car at the rental place. The cab fare was $60. Then an additional $30 to return the car to the airport. I also missed my son pitching in a baseball game which is why I booked the trip. It is ridiculous that I spent all this time on the phone with expedia and I was told it was my booking error. I have added screen shots of the booking process that clearly states the rentals are at the airport. Not at the airport or surrounding areas with no shuttle services. Also all of the thrifty/dollar rentals clearly state that they are at the terminal/airport. I expect someone to contact me to resolve this issue. And I will escalate my complaint with the better business bureau if this is not resolved.

Concerning my refund I informed you that I have a new debit card from my bank and told you I didn't have a letter from my bank I provided you with my bank account details and sent you a picture of my new debit card and still I've had no contact about refunding my money I find this behaviour from a company of your size
I've added the new payment card to my account so can I please have my refund

Booking made through Expedia for Macdonald Marine Hotel and Spa, North Berwick under the above reference. Request made on online booking at time of booking was "My husband is disabled and we will require a quiet, accessible room with a stand alone shower (not a bath and not shower over a bath). Thank you."

In writing and received by Expedia is "Booked. No need to reconfirm."

Luckily I had the intelligence to check up on this room request before travelling over 1000 miles! I phoned Macdonald Marine Hotel and Spa, North Berwick and spoke to Tracy at Reception. No room request had been put forward at all! They had us booked into a non-accessible room.

I called Expedia to complain and was told they would call me back once they had spoken to the hotel. I told them - regardless - I wanted this treated as a complaint as a) I should not have had to be phoning around like this and b) when checked up on Expedia had not done their job. Waited for individual to call me back which somebody did from Phoenix, Arizona! Luckily I answered the phone with this number displayed on the screen and immediately asked if I was paying for this international call on my mobile. The answer was "no".

Person said it is sorted out and I said I am an intelligent human being and know it is sorted out because I sorted it out - not expedia.

They have faulted on their booking, taken our money and not even had the common decency to deal with the complaint or even apologize. I asked on no less than 6 occasions that this be treated as a complaint against them and for a complaint reference number to which they merely said I am to use my booking number. Clearly that is not a complaint reference number! The woman kept saying the matter is sorted out. It is not sorted out because I sorted it out, not them. I will still be complaining against them. They are acting as travel agents and have taken my booking and my money. They are governed by the Equality Act and have not fulfilled their obligations imposed on them at outset.

I am very angry because I booked 2 hotels 2/23-2/25/18 and was told that my debit card wouldn't be debited and I can pay at time of check in but they took money out my account for both bookings. Then my reservation was booked for the wrong day and it was a headache and stress to fix my reservation and get my room with children in the car waiting in the cold. I also complained about my room at La quinta Suites in Mt. Laurel and how the carpet was wet and the tv wasn't working yet no one helped us and refused to compensate me!
I will never use Expedia again because this is the worse services I ever experienced and our trip was ruined!

This is the second time this year that I have booked through your website, and both times I lost the full amount of money that I spent. Both reservations, both flight and hotel( different occasions) I was informed that if I purchased travel insurance that I would be able to cancel with "certain circumstances." Both times I was denied a change in reservation, lost all of my money, and was not credited a dime. This is outrageous! I understand hotel policies, but your company shouldn't offer "travel insurance" if the only way you can submit a claim is if you DIE. At this point, I am all set with never using your services again, and vocalizing how much money I've lost with you publicly unless action is taken. Here are the two Itinerary #"s for reference:

[protected]
[protected]

I look forward to a response.

Request for a refund from Hyatt Regency Denver Tech Center.

Hotel guest made a reservation at the Hyatt to attend a conference and was told that the hotel was near the convention center where the conference was taking place. The hotel was in actuality 20 minutes away from the center. The guest had to book a room with a different hotel that was across the street from the conference. When asked for a refund from the Hyatt, which the guest did not stay at, the hotel said they cannot offer a refund or use as credit. The confirmation number for the Hyatt hotel reservation is: [protected]. The booking was for February 25th-28th, 2018.

I've been am Expedia customer since 2003 and booked countless amount of trips over the years. This time around I had rewards points that I wanted to apply to the price of the package. After spending 1.5 hours and being transferred to 5 different people I was told that there is nothing they can do since the hotel/airfare package doesn't qualify for the coupon. I asked them to apply the coupon to the car rental but they couldn't do that either because the coupon was for a package. Even though I asked them to convert the coupon back to the rewards points and convert the rewards points into the coupon for car rental they still refused to help. Overall terrible customers, clueless, robotic employees. Never again!

I booked several trips and flights with expedia, this month I noticed 19 dollar charge for travel guard insurance policy [protected]. The email went to spam however I would have cancelled right away. I already complained with travel guard and have not heard back.

I don't want or need this travel guard or want it...thanks JIm

please get back with me on this just wondering if it is some sort of scam...

I booked a trip to Atlanta from Feb8 thru Feb11 with the intension of using their amenities. When I arrived there I asked about the whereabouts of the gym and indoor pool to be told that there's nothing available for my family to use. I was disappointed because I needed aqua therapy due to my knee surgery. I also needed to use the gym for physical therapy while I was on vacation. I was not giving any information about this not having what I needed. I had an extremely hard time getting around because of my lack of therapy. I feel that I should have been told that before I booked this hotel. I am requesting a hotel refund for my trip becauae I was so unhappy with my hotel stay..

I reserved a rental car through Expedia for Economy Car rentals which turned out to be A1 Rent A Car, a third party vendor. Upon arriving to the rental care location, the vehicles on the lot were not up to standards. I was rented a 2007 Chevy Malibu with over 80, 000 miles on it, in very poor condition. When asked for a better vehicle, I was offered a 2014 Nissan Altima. Upon inspecting the Altima, there was about a six inch separation in the passenger tire so I declined rental that car due to unsafe tires. With having only one option of the Malibu I left the rental car lot and headed to my hotel. During my drive, I had the left tire pressure sensor come on and off two times. When approaching a speed bump near the hotel, the car brakes failed to stop the car. I kept applying the brakes but the car was not stopping causing me to react and dip into the emergency lane to avoid rear-ending the vehicle in front of me. I immediately turned the car around and headed back to the rental car lot. I called the rental company complaining of this issue. I also called Expedia customer service to complain of this issue and to refund me. After reviewing my purchase they advised me the money paid for the rental car is not-refundable and to take it up with the rental car company. Terrible service. I even explained to Expedia how I am in fear for my life by this rental car company and they in turn said their is nothing they can do to file a complaint online. Upon arrival to the rental car lot, I described my issues and was told there is nothing they can do and for me to pick another car. The car I drove back with failed brakes was washed and driven up front to be rented out.in speaking with the owner, John, he informed me there is nothing wrong with their vehicles and refused to inspect the car. I asked for his full name and he refused to give me his last name. He told me he will not refund my money and there are no other cars on the lot for me to rent since they overbooked and had zero inventory available. I asked about the Altima that had the separation in the tire, and he informed me he rented it out to a family knowing the tire condition. I informed him the safety issues of the vehicle and was in fear of my life. He then attempted to rent this vehicle out to a family with a small child. I immediately told the family of my safety concern for the vehicle and they refused to the owner to drive that vehicle. The owner was furious of my complaint and called the police to escort me off of his property. I never raised my voice or was aggressive in any manner. I am never one to complain, but for the safety of my family and others who drive these vehicles I believe this rental car company is going to kill someone due to the lack of inspection and maintenance to their vehicles.

I booked our trip through Expedia on January 25, 2018. Our flight was from New York LGA to Chicago ORD. We got to the airport 2 hours before - our itinerary said terminal "D" and our flight was at 6:30 am. When we got to terminal "D" we were told we should be at terminal "B". We got a bus to terminal "B" to be told that our flight had left at 6:00 am. and that we would have to fly standby.

We were going to a wedding. This ruined all of our plans and we never got to Chicago until 10:00 am. due to Expedia's negligence and missed some of our wedding festivities.

Our car was parked in Terminal "D" and we incurred $236.00 worth of fees. If we had parked in Terminal "B" our car parking price would have been $74.00.

I want my flight price refunded and I also want the car parking fees refunded.

We spoke to 3 representatives by phone while at the airport and NOONE HELPED US! We are very disappointed with your services and will take this matter further unless we are refunded the money.

Linda and William Reidy Itinerary # [protected]
[protected]@comcast.net

I'm currently Active duty military. I brought a ticket from Expedia believing I would be able to enjoy some time off. My first attempt I tried to cancel within the 24hr window, but did not get through because of "high call volume". Then when I did get through I was told my ticket was a value ticket and couldn't be changed or refunded. So what was the purpose of trying to sell insurance on these type tickets when it's a locked ticket. It's a way to get customers out of more money. Then they said if I call the Airline, they could refund me. Of course the airline informed they could not because I brought this from an outside who buys bulk tickets from them and sell them at their own prices. As Veteran Expedia has really left a bad feeling upon me and will be place on the do not use for military recommendations.

I booked several trips via Expedia in the past and encountered very little inconvenience but this time, I cannot express how disappointed I am with Expedia

1. When I cancelled my flight Houston to Montreal for October 2017, I received an email from Expedia - and I quote : ..."Your airline credit expires 30-March-2018. To redeem your credit, you must book your travel by calling Expedia by 30-March-2018 and at least one leg of your flight must be on Air Canada."

2.I called Expedia immediately upon receipt of this email (I believe on September 2, 2017) and asked the Expedia representative PRECISELY if it meant that I had to travel before 30-March-2018. The Expedia representative assured me that as long as I would call Expedia before 30-March-2018 and book another flight, I could choose any date during 2018 to fly as long as I would book all or part of my trip using Air Canada. He also told me that as I have purchased the Cancellation Insurance Package, the rebooking fee ($200) would be waived and all I would have to pay would be the difference in the cost of my future flight

3.When I called Expedia yesterday (January 19, 2018) to redeem my credit voucher with Air Canada in the amount of $586.06 and book a flight Houston/Montreal (return) from June 12 to Jun 15, 2018, the Expedia representative was completely confused because she first told me that there was no flight from Houston to Montreal departing at 8h00am and as I was telling her that I could see a flight at 8h00 on Expedia website, she finally realized that she was trying to book me on Feb 12 instead of June 12 !... After going back and forth for a good 30 minutes+, she transferred me to her Supervisor. The Lady Supervisor told me she would all sort it out and talk to Air Canada. After another 30 minutes+, she came back to me and said that all was booked with Air Canada, that they had waived the $200 rebooking fee and that my credit card would be charged the difference for the flight =$60.71USD. Again, nothing was ever mentioned about the fact that I had to travel before March 30, 2018 and my question is, if it would have been the case, how come Air Canada accepted the booking yesterday ? One would assume that if they could not accept the dates (June 2018) they would have immediately told the Expedia Supervisor who dealt and booked the flights with them that those dates were not acceptable...

This morning I received an email from Expedia is telling me that not only my flights are cancelled. I phoned them and again was transferred 3 times and each time the person I got had a very poor knowledge of English and it was like I was talking to someone at the other end of the world or an office in India... Finally a "Supervisor" to whom I had to repeat my entire story, told me that he realized that it was the Expedia Agent's fault who had mislead me in thinking that I could travel anytime in 2018 and that they would open an investigation but it was up to Expedia to make a decision and that it would take at least 7 business days to get a resolution ! Why do I have to pay the consequences because an Expedia Agent misinformed me !

On top of it, because I trusted Expedia that everything was now booked for June 2018, I had already made hotel and car reservations for the June trip and informed my elderly parents that I was coming to see them ! I cannot bring myself to tell them that I might not be able to do so because loosing my Credit Voucher of $586.06 and having to pay a full price ticket would be very difficult for me, being a Senior Citizen myself on a budget ! and travelling to Canada during winter is out of question for me

Once again, it saddens me to see how this has turned out and I do not see myself using Expedia for any of my future reservations or recommending Expedia to anyone as I used to do for many years...

We recently went to Punta Cana for Christmas 2017 and stayed at the Paradisus Reserve. Expedia states you can special request a shower with a roll in handicapped accessible chair. If you room is upgraded for this feature or not upgraded, you will receive an email advising you one way or the other.
I requested the handicapped facility back in June 2017 when I booked the dates. I never received an email from Expedia stating I didn't get the handicapped shower. To make matters worse, our room was on the 3rd floor (top floor) in a resort with no elevators. This resort is NOT current with handicapped accessible features in any way. Shower and toilets with NO hand grab bars attached OR stairs with NO hand rails. I emailed the resort, only to find out, they don't have handicapped facilities.
Expedia advertises this resort to make it seem, that they have options for handicapped individuals when you pick a room. THIS IS NOT TRUE.
This is false advertising... Expedia blames the error on the Paradisus Reserve, but the true blame is on EXPEDIA...
BEWARE, Expedia likes to pass the responsibility off and nothing is there fault.

I have booked flight to Memmingen in Germany trough Expedia website, and after receiving itinerary number, I always had a same error and did not receive confirmation number or anything. Expedia immediately charged total from my friends's card which we used to book this. Then I received email that my refund (which I have never asked) is approved and it will be 0.01 Euro! We have paid 31 Euro. I have no idea what is going on but I still do not have confirmation for my flight, and total amount was charged. Working in hotels and dealing with Expedia for many years, I feel left down completely and do not trust Expedia any more.

I am writing this letter to discuss my recent experience with United Airlines after booking through Expedia. I had the initial plan to fly back home to Austin, Texas on January 3rd. My first flight was cancelled due to the severe weather forecast, resulting in my flight being rescheduled for the following night. The next two flights that I had booked ended up being canceled because of the weather which caused me to miss two days of work. The only flight I was able to book back to Austin was a flight Saturday January 6th for $690 with two connections in Charlotte and Atlanta, again I booked this flight through expedia. I had one bag to check so I arrived at Newark Airport at 6:45am, an hour and forty five minutes prior to my flights scheduled departure time. I jumped in the extremely long line to drop checked bags and made it to the front with plenty of time before my flight. A woman name Kristina at the United counter told me that I did not print out my baggage tag and that I had to go wait in the Kiosk line as well as get back in the baggage drop line. I politely explained that I had a flight in about an hour and twenty minutes and asked if she would please help me by printing out my baggage tag at her computer. She told me absolutely not and that I had to go back in line to get my baggage tag.I asked again politely if she would please just help me out because of the mayhem at the airport but she was quick to refuse and send me to the back of the line. I waited patiently in the kiosk line and printed out my baggage tag. Afterward I walked directly back to her counter and asked if I could please drop of my bag and head to security. The same woman, Kristina, told me that she would not take my bag because I did not wait in the second line again. Beginning to get frustrated, I asked Kristina why she was being so mean to me. She got very angry with me and forced me to the bag one the line once again. After waiting in the bag drop line for the second time, I walked up to Kristina's counter. She looked at me and said "I am not checking you in" and stood there with her arms crossed pretending to ignore me. I finally get my bagged dropped off at checking and got in the long security line with about 45 minutes left before take off. I luckily moved through the line quicker than I expected and got to the security scan with about 12 minutes left until the end of boarding. The security belt was backed up so it took a while for my things to get through. The first tray came out, then the second was randomly selected for search. I asked the TSA employee if he could do my bag first in attempts to make my flight but he insisted that he must do them in order. Once my bag was next in the queue, the TSA agent told me they did not need to search the bag but rather just needed to put the bag through the scanner. After putting the bag back on the belt, it came out the other side with no issues and I was given my bag to be on my way. At this point it was 8:33 when my flight was scheduled to leave at 8:30. I ran to my gate to find that the next flight was already being displayed on the board. I know that these things happen, I am asking if you would please consider showing some compassion for my disastrous experience and refund me on the $690 flight. I am 27 years old living alone and really cannot afford to lose that kind of money. Please contact me for any more details. My phone number is [protected] and my email is [protected]@yahoo.com. Thank you very much.

Sean Kilmurray

I booked a trip with Expedia and purchased insurance. The trip was cancelled and I had to reschedule. Everytime I called Expedia, I was on for 30-90 minutes because no one understood what I needed. In fact, one rep told me when I was ready to use my credit I should book the new trip and call Expedia with the itinerary number so they could apply my credit. Unfortunately, when I did so, the new representative said I should not have done that and they had to cancel the trip and book another. Unfortunately, no one was able to find the newly booked one when I called back. I requested a manager and was told it would be up to a ten minute wait. I requested a manager's name and phone number as I could not continue to invest work time into the call. They refused to do this. I finally got a "manager" who I have no idea if he actually is because they do not provide last names and direct email, etc. He too could not find it and it wasn't until 40 minutes later that he finally found the itinerary. I will NEVER use Expedia again once my trip credit is used. I honestly have never experienced such poor service from a company. It is a shame because they are friendly, but there are language barriers effecting productivity and ability to assist effectively.

I purchased a round trip flight for my son Justin Federici and his girlfriend Yasmin Rivera leaving Phoenix and arriving in NY on 12/15/17 with a return flight from NY to Phoenix on 1/9/18. I received confirmation of the return flight on 1/9/18, printed their boarding passes, purchased a $25 luggage check in and assumed the flight was all set. We received an email at 4 P on 1/8/18 indicating that the flight was changed as Delta had cancelled the flight and Expedia had rebooked the flight for Wednesday 1/10/17 with two stops and a total travel time of almost 14 hours. The flight I purchased was a non-stop flight to Phoenix. After being on the phone for almost 5 hours on 1/8/18, Expedia was unable to book another flight that was similar to my original flight and could not guarantee my son's travel on 1/9/18 as they were flying him out of NY into Minnesota with a 30 minute layover to his next flight. That simply was not enough time between the plane landing, getting to the terminal, deboarding and then finding the new gate and getting on his next flight. He and his girlfriend would have been stranded in Minnesota. As there were no direct flights out of NY from Delta, we had to purchase tickets with Expedia with a different airline, (American Airlines) at a significant increase in cost, ($868) compared to $280 original cost and was told I'm not even guaranteed a refund despite purchasing trip insurance. I realize that Delta is mostly at fault for cancelling the flight despite their being no weather related issues, however, I purchased my tickets in good faith with Expedia and have been a loyal customer for years having purchased many trips. Not only did the new flight cost me three times my original cost but I also had to make arrangements to fly out of Newark instead of JFK and spent the last night with our son on hold for over 5 hours trying to resolve this issue. I am still not clear as to why Delta cancelled the flight or whether I'm receiving a refund and also feel that Expedia should have been able to get me a flight out of NY cheaper since I used your company to book the new flight.

my itinerary is [protected].

I did a mistake in booking my return flight and I communicated Expedia and I wanted to change the date. So I called their number within 24 hours of my booking and ask for change the date but I was informed that it is not possible as it says that the fare is special.

I did not know that this was not possible to change the date or cancel a flight within 24 hours of booking.

Please help!

I will be forwarding the email I sent to the general manager

This is Gregory & Tiffany Gallagher, who have been in Room 4126 since December 23, 2017 and will be her until tomorrow January 3, 2018.

We wanted to formalize our list of grievances after our meeting today. We met with you at 12:15 in your private office (the appointment YOU set was for 12:00 and you were 15 minutes late to your own meeting) and as we started to share our concerns, it seemed to me that your were merely listening and not really hearing us. It was pretty clear that you wanted us to say what we had to say and you were going to pacify us by saying ok and thanks. Let me be perfectly clear: If you do not follow through with what you promised and contact us by noon tomorrow, we will meet with Expedia.com when we get home. My office in Bellevue, WA, USA is only 5 minutes from their headquarters.

Here is the list of complaints that we had:

1. Crib - We asked for a crib numerous times and never received one until January 1st at 7pm. This is a safety issue. Since our baby was forced to sleep with us, he was in danger of falling off the bed if he awoke during the night and we did not. This might be okay in our home where we have carpet but not with tile floors where our 11 month old is in danger of cracking his head open. This is unacceptable. We were given many excuses throughout our stay and there is no excuse as the safety of your guests should be your top priority.

2. Security of Hotel - Your hotel is completely unsecure. There are no doors or gates to stop predators and thieves from walking onto the complex. There are no guards that stop and ask anyone if they belong on the property. The fact that the front lobby is less than 100 yards from the highway makes it even easier for a criminal to take advantage of your guests.

3. Deposit at Check-In - When we 1st arrived at the hotel, check-in was very noisy as it is 40 feet from the bar and 10 feet from the timeshare sales persons. I was never asked to make a deposit which is a normal occurrence at most hotels, if only for incidentals. Our 2nd night here, we went to the grill and I order the lobster tail extra in addition to our meal. I told them to put it on our room, like you would do at any hotel. Once we received our dinner, the baby became very fussy so we ate in a hurry so as not to upset the other guests. After dinner, my wife, baby and I were half way back to the room when the manager jumped us. He insisted we needed to pay for the lobster instantly since we had not put down a deposit. I told him we would take care of it immediately as we were here for another 9 days. He insisted on following me to my room with my wife and fussy baby and then followed me to the front desk to watch me make my deposit. I have never felt so insulted in my life. Not only that but he did it in front of a bunch of other guests and I was thoroughly embarrassed.

4. Service at the restaurants - I am not going to go through every instance of bad service at the restaurants.in almost every situation, you are seated and then wait anywhere from 5-20 minutes for a server to come talk to you to even order water. Secondly, it might take another 5-30 minutes before you actually get some. If you go to the buffet, it is the worst as it seems that no server/waiter even has a section. We have been through whole meals without having anyone check on us, had to get our own salt/pepper shakers, get our own silverware, find our own napkins, etc. All of your restaurants are seriously understaffed and there doesn't seem to be any training. We were disappointed by the service at every meal with few exceptions.

5. Reservations for Risotto/Hacienda - Supposedly these restaurants do not take reservations according to the flyer you hand out when guests arrive. Not true. We discovered how it works after trying to get into these restaurants on 2 different night and ending up at the buffet because we could not get in. Another guest had to tell me how to get into these restaurants that are open on opposing nights. You have to show up at 5:30pm to wait in line until the doors open at 6. Then you can tell the maitre'd what time you want to come once you get to the front of the line and make the reservation then. That is ridiculous. Needless to say, each time we ate at these restaurants, I had to leave my spouse and baby for an hour to an hour and a half just to get a reservation.

Reservations for spa

6. Room Service - Experience #1 - I ordered room service at 12:30 one night. I called the front desk and they said that they would take my order as they could not get room service on the phone. They told me it would be 30 minutes until food was delivered. At 1:30, I finally had to go to the front desk as no food had arrived. At that point, I discovered that the front desk had never given my order to room service. He took my order again and my food finally arrived at 2AM.

7. Room Service - Experience #2 - I called the front desk to order room service at 10:00PM on a different night. My baby needed to be in the room as it was his bedtime and he was crying a lot. The front desk asked for my room number and said someone would call me right back to ask for my order as room service was busy. Finally at 10:20PM, I called them back and I was told, "Oh I'm sorry! Room Service is really busy. It will be an hour to 2 hours so just go to one of the restaurants." I told him, "I don't care I will wait." He then said, "I cant take your order just go to a restaurant and hung up." I have never been told that in my life and I have traveled to 15 countries, 42 states and spent 2 years of my life in hotels. To top it off, none of your restaurants are open past 10:30 so even if I wanted to go to a restaurant it was pointless. Needless to say, I went to bed hungry without dinner.

8. High Chairs - There are few high chairs in restaurants and learned to just bring our stroller everywhere. This is advertised to be a family resort but you gave no accommodations for families with small childrens. This made it very difficult to enjoy a dinner, accompanied by your lack of waiter staff, it took an overly frustrating amount of time to get thru dinners.

9. Orientation - The orientation to your resort is merely a front to selling the time share. We were given a horrible map of the property which was about 1/3 of a 8 1/2 inch by 11 inch piece of paper.

10. Phone System - This is a less overwhelming issue but never the less a frustrating one, your phones in the room are not programmed, when a hotel has a front desk button and a room service button on the phone typically that directs you to that dept, instead I had to take my crying baby to the front desk to be told, "just dial zero" then you get transferred around and 50% of the time the call gets dropped. Again this is not very hospitable.

11. Remote & Television - We had no remote in our room, then when we got one it shows that we would have access to Netflix and the TV would connect to the internet, none of that worked at any point. You also claim to have about 25 channels of TV and with a baby, we spent lots of time in our room, especially at night. You only have about 9 channels and only 1 is in English. I understand we are in Mexico but we can't get closed captioning for any of the Hispanic channels either.in other words, 12 days of Warner Bros TV.

12. Time Share/Residence Selling - While Greg checked in, Tiffany and the baby were pulled away from the check in for the "orientation" You start hard selling us literally 5 minutes into the lobby. When I have a small baby with a dirty diaper and was traveling for 9 hours, Your hotel sends us to the person masking to be the person who will go over all the property highlights, then starting the Sales pitch by saying, "You paid too much, if you book with us next time and by this package it would be so much better for you and your family, (which meant by time at the resort and by packages for wine here at the resort). As a couple, we don't make large financial decisions without consulting each other. When I say no that we are not interested they not only let us walk away... then 5 minutes later they are chasing us down with a 2nd guy to hard sell us. The sales pitch that I got a bad deal on my room rate is not a good way to start the experience.

13. Drains - When I went to take a shower the 1st morning, the shower drain was clogged and it ended up flooding the Bathroom and hallway. It took a number of hours before maintenance came and fixed the problem. Also, the toilets clogged several times and each time there was an extended period before maintenance came to fix it.

14. Mini Bar - Mini bar was refreshed at most every 2 days, never seen that service at all inclusive. Half the time they did not leave us new waters and we had to go somewhere else to get them.

15. Currency Exchange - Your hotel policy states that we can get $100 in change per day. The rate is not posted anywhere. The front desk told me the rate is 16 pesos per dollar when I know it was 18.40 pesos per dollar. I needed to be able to tip your staff so I obliged. 2 days later, I went to the front desk and was told she had no change. I asked when she would have some and she said come back in 4 or 5 hours. Later that day, I took a walk to the residence side of the property. Imagine my surprise when I discovered that you have a currency exchange office on your property. Observation, your staff should know how to help guests or find a way to say them and not just say No! I can't help you.

16. Front Desk - Ricardo and Irenka at the front desk went out of their way to not help us, she literally never offered any solution to any issue, and when we asked for a manager she would always say there isn't one here. What kind of HOTEL doesnt have a manager on duty at all times... Once we discovered who you were by talking to other disgruntled guests, the front desk always acted like they did not know who you were Michel. Your staff has been trained to say no instead of"let me find out for you." Horrible way to treat guests

17. Business Office - We own a company in the United States. Your website states that you have one. I had to work from my room with no access to printer. Very frustrating when you run a company and have employees.

18. Conflict Resolution - It seems no one wants to ever solve your problems. I think they have been trained to let issues fester until your guests give up.

Michel - In conclusion, I expect compensation for the horrible experience we had. It is now 10:30 am and we have not heard from you. I expect you to contact us by noon as you promised. There are some changes you could make to improve guest experience; i.e. training, adding staff, etc. I believe you thought you could pacify us by sending us strawberries and champagne and a simple note. I returned them as that is not what I want.in fact, my wife and I do not drink champagne. We expect you to keep your promise. We do not want to go to Expedia or to your boss but we will if we are not taken care of. All in all, after 11 other all-inclusive experiences, this is by far the worst all-inclusive experience we have ever had. I have had better service from Motel 6.