2/10 Terrible
Celia
Travelled with family
11 Nov 2024
Disliked: Cleanliness, staff & service, amenities
I have been an Expedia member for years and have always trusted them to help me create memorable trips. This time, my trip had special meaning. I planned a surprise for my sister – a K-pop concert by one of her favorite bands – as a bright spot before she heads to Houston for treatment. It was a chance to make her smile, something she’s needed more than ever lately.
When we arrived at the hostel, I was shocked to be told there was no reservation under my name. I showed them the confirmation I’d received through Expedia, but they said there was nothing they could do and advised me to contact Expedia directly. I spent over an hour on the phone, much of it on hold, desperately trying to sort things out while my sister waited, needing rest and her medication. Eventually, a supervisor offered a refund, but that was hardly a solution – I needed a room for my sister, not just my money back. They briefly attempted to help find another place but ultimately left me alone to figure it out.
This experience has shaken my trust in Expedia. I wasn’t just another customer on another trip – I was a sister trying to bring a little joy to someone who’s been through so much. This trip was supposed to be a bright memory, but instead, it became a stressful, heartbreaking experience. I’m now seriously reconsidering my membership with Expedia. I want to share this experience to make others aware and to ask Expedia to consider the real people, the real lives, behind every reservation.
Celia
Stayed 3 nights in Nov 2024