This was my second stay. The first stay was terrific - why I went back.
This stay was tarnished - literally. Upon entering my room, the dirtiness of the floor (it is a hard surface, not carpet) was so apparent & bad that I wore my shoes to the edge of the bed. The underside of the white bath towel attested to the dirtiness the next morning.
Additionally, a large insect was obviously smashed against the wall above the bed. All of this & the absence of coffee, etc. next to the coffee machine made me wonder enough about the commitment of the cleaning staff to sniff the sheets. However, I got in after midnight & lived with it.
I received an invitation that same night from Expedia to rate my check in & room. Checkin was great, room was not. The message from Expedia was they would share the message with the hotel. I wrote that I would stop by the desk in the morning to ask for attention to the room to make my stay better.
When I stopped in early the next morning, no one came to the desk. I left without the opportunity to share this. During work that day I made several attempts to call the front desk to ask for better service. No one picked up, & there was no way to leave a message.
Taking complaints seriously after the fact is OK if you’re available and willing to provide opportunities and follow up on those during the stay. If Expedia shared my initial virtual response, the hotel ignored it. Then, the hotel went mia in terms of availability to make things better.