Dear Expedia Customer Service,
I am writing to formally express my dissatisfaction with a recent hotel stay I booked through your platform on July 8, 2025.
Upon arrival, we noticed a strong musty odour in the hallway leading to our room. Inside the room, the air conditioning was set to 16°C, which only worsened the smell. After stepping out for dinner and returning to go to bed, both my wife and I experienced significant discomfort. Her breathing was laboured, and we both had burning sensations in our eyes due to the poor air quality in the room.
I contacted the front desk, and the night manager responded by relocating us to another room. Unfortunately, this was a smaller room with a queen bed, not the king-sized room we originally paid for. While the air quality was slightly better in the new room, it was still a downgrade. The night manager assured us that he would inform the day manager of our situation for appropriate follow-up.
The next morning, after breakfast, we approached the front desk to discuss the issue and request either a refund or a complimentary stay to account for the downgrade and health discomfort caused by the musty conditions. To our surprise, we were abruptly told that nothing could be done because our booking was made through Expedia.
In addition to the above, we experienced several other unacceptable issues during our stay:
• Dirty towels and cups in the dining area
• Old coffee being served at breakfast
• A toilet that overflowed
