2/10 Poor
16 Feb 2025
Hard to review a property we never saw! We were told 2 days before arrival that our reservation would be canceled if we didn't pay, when no means of paying was provided. After resolving that issue through Expedia in Mexico (needing the help of a local to even find their contact info), we were told on the scheduled day of arrival 2 hours prior to check in that we no longer had a reservation at this property due to electrical failure. They were aware of the issue, were waiting for a part to repair it, but never let us know to give us more time to try and find alternate lodging. Communication with the property management was demeaning and in no way helpful nor productive, although ultimately they did provide another option no where near this property, or anything else for that matter, which required us to then incur the cost of a rental vehicle.
This booking was a total failure by Expedia and the unit managers. Expedia provided an incorrect email to the property manager, then provided NO emergency contact information to try and resolve the issue, just a chatbot that said it could be "a day or two" before anyone got back to us. Terrible customer "service" by Expedia, will never use again.
JOHN
JOHN, 7-night trip
Verified Expedia guest review
