2/10 Terrible
Tracy, Montgomery
Travelled with family and small children
Oct 11, 2025
Disliked: Cleanliness, amenities, property conditions & facilities
False Advertising, Bait-and-Switch, and Unresolved Refund — Do Not Book
I booked and paid for a Deluxe Suite (2 bedrooms) at Boutique Hotel Madison expecting two king beds, an outdoor balcony/patio, and an in-room washing machine as advertised. On arrival after an international flight my family was placed in a one‑bedroom suite that exactly matched the one‑bedroom listing photos and lacked every advertised amenity. The hotel initially offered drink vouchers, then claimed the reserved two‑bedroom was unavailable due to maintenance. I checked out the next morning (01 Oct 2025), and the manager refused to provide a folio or receipt documenting my checkout.
I rebooked at The Westin Zagreb for the remainder of my trip at my own expense. Expedia offered a 7‑day hotel voucher, then a travel credit; I declined both and requested a full refund for false advertising and misrepresentation. Expedia discouraged me from filing a fraud report and has not provided a satisfactory resolution.
This was a bait‑and‑switch, plain and simple. Photos and descriptions on the listing are misleading; management refused to make it right or document their own failure; Expedia’s proposed remedies were inadequate and the escalation process has failed to produce a refund. If you value accurate listings, honest service, and reliable customer support, avoid this property and be prepared to escalate aggressively with Expedia and your card issuer if you are misled.
Tracy
Stayed 8 nights in Sep 2025
