⭐ 1 out of 5 stars
Disappointing experience—accessibility and customer service let us down
We booked this accommodation via Expedia expecting a standard setup: one bed per person, including for our 9-year-old child who is autistic. Unfortunately, the booking details buried in the small print revealed that we were expected to share a bed with him—something that’s neither practical nor appropriate given his needs. This was a deeply frustrating surprise.
When we raised the issue with staff, we were met with rudeness, a lack of empathy, and zero willingness to help resolve the situation. We cancelled the booking, fully expecting to pay for the first night as per the stated terms. However, we were shocked to find that the remaining two nights were also withheld, despite not staying at all.
This experience left us feeling dismissed and penalized for a situation that could have been avoided with clearer communication and basic compassion. Families with accessibility needs deserve better transparency and support. Expedia should review how such critical information is presented—and how its partners treat guests in vulnerable situations.