This is what I wrote to Holiday Inn Regents Park London. They referred me to Expedia...

GetHuman-wdmarken's customer service issue with Expedia from May 2019

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This is what I wrote to Holiday Inn Regents Park London. They referred me to Expedia.**"Dear Ms. Costa--Thank you for reaching out. My wife and I are home now in Los Angeles, CA. and I now can assess better my concerns with your property and our stay there on April **. First of all, the entire ambiance of the hotel did not, in our estimation, reflect the high standards that we have come to expect from IHG. It's true that the H.I. brand is not the most luxurious in the IHG family, but none the less we expected more. Here are some specifics: Although the front desk personnel were pleasant, they were a bit incompetent. I asked whether the hotel had a concierge lounge and they didn't seem to know what I was talking about. I inquired about an upgrade reflecting my Platinum status and all they offered was *** IHG points claiming that all rooms were the same (that's really a shame, if true). I then asked if complimentary bottled water was in the room and was told it should be. We were also told that the luggage would be sent right up. We certainly hoped so as our flight from Amsterdam was delayed * *** hours, it was late and we were tired. When we opened the door to our room, we couldn't believe how small it was. We quickly learned that you can't open the front door if the bathroom door is open because the front door hits it! The carpet was stained. The bathroom is so small that only one person can fit in at a time. The pull rod on the drapes was not attached to the drapes. And, there was no bottled water in the room and no wash cloths in the bathroom. So, downstairs I went. I was then told that bottled water and wash cloths would be sent up. It took about ** minutes to get those and our luggage. We had * large suitcases and * roll-aboards, plus a CPAP machine, * back packs, etc. No place to store the luggage out of the way. We also noted that the carpet in the hallway was heavily stained and coming apart at the seam. **We had an all day tour to Stratford on Avon, the Cotswolds and Oxford scheduled for the next morning starting at *am. We didn't return until *:**pm and immediately packed and checked out at *pm. We had prepaid the reservation through Expedia and asked for a refund. We were told that we would have to go through Expedia. I will do that unless you can make an appropriate adjustment. We only used the room for one night and even though we checked about after the check out time on the second day, I would hope that under the circumstances you could refund us for the May *,* and * nights that we did not stay at the property. If you are unable to make an adjustment, I will take the matter up with Expedia. Thank you for your consideration."**I did send a message to Expedia using their customer service portal on the web site. No reply. Thank your help. William Markenson

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Expedia

Customer service issue
Reported by GetHuman-wdmarken
May 19th, 2019 - 2 years ago
Not resolved
Seen by 2 customers so far
Similar issue to 9032 others
0 customers following this

Timeline

GetHuman-wdmarken started working on this issue
May 19th, 2019 6:34pm