"I am writing to formally express my dissatisfaction with my recent hotel stay booked through Expedia and to request that this matter be reviewed.
From the beginning of my stay, I experienced repeated issues that affected my comfort, rest, and overall experience.
First, I purchased a three-day breakfast plan. However, each morning when I went to breakfast, the waiter had no record of my plan and loudly announced in front of other guests that I did not have one. Each time, I had to insist that I had already paid. After the first incident, I contacted the front desk and was assured it would not happen again. Unfortunately, it continued throughout my stay, which was embarrassing and uncomfortable.
Regarding staff interactions, I would like to acknowledge that one front desk representative was kind and genuinely tried to assist me, particularly in helping me switch rooms when I was experiencing repeated disturbances. I am grateful for her efforts.
However, aside from this individual, I found that most staff members appeared uninformed about my situation and there seemed to be a serious lack of internal communication. My concerns often had to be repeated, and I frequently felt that staff did not fully understand or follow up on what had already been discussed. I also found some staff to be dismissive and lacking in empathy when I raised legitimate concerns.
Regarding my room, I was initially assigned a first-floor room overlooking the street. I informed staff that I have noise sensitivity and requested a quieter room. I was told no other rooms were available, so I stayed the first night and slept poorly.
The next day, I requested a quieter room again and was told my only option was to upgrade. I paid for a suite on the 12th floor. While the view was better and the noise was reduced, I experienced repeated disturbances late at night. Between approximately 11:00 p.m. and 11:30 p.m., I was awakened multiple times by loud knocking or clapping noises. I went to the front desk, and although they checked the cameras, they could not provide a clear explanation. The disturbances continued after I returned to my room, making it impossible to rest.
Because of this, I packed my belongings and requested another room. I was moved to a second-floor room with no view, blocked windows, visible damage to the floors, and poor overall conditions. Although it was less noisy, it was not acceptable given the amount I paid. I only accepted it because I was exhausted and needed rest.
I also find it difficult to believe that no other suitable rooms were available throughout my stay, and I was left with the impression that my concerns were not being prioritized or properly managed.
Overall, I found the hotel to be outdated, poorly managed, and lacking in consistent guest care. I spent a significant amount of money on this stay, especially as an international traveler, and I expected much better service, hospitality, and professionalism.
I am also concerned that I may have been treated differently, as a Black/minority guest, due to the repeated public embarrassment regarding my breakfast plan and the lack of appropriate support when I raised concerns. While I cannot state this with certainty, the pattern of treatment was troubling.
This experience caused me significant stress, disrupted my sleep, and diminished the quality of my trip. I am requesting that Expedia review this matter and consider appropriate compensation or remediation.
I have always trusted Expedia for my travel needs, and I hope this issue can be handled fairly and professionally.
Thank you for your time and attention. I look forward to your response.
Sincerely,
Margaly Valcourt"
