2/10 Terrible
Nicolas
Business traveler, Traveled with partner
Jul 17, 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Request for Full Refund Due to Major Issue During Hotel Stay (Reservation via Orbitz/Expedia)
Hi,
We stayed at the hotel on the night of June 28th, and when we woke up early the next morning to continue our trip, there was no running water at all. The issue lasted from 6:00 AM to 12:00 PM.
While the front desk staff were kind and tried to help by offering bottled water, the situation remained unresolved for hours. When the water finally came back, it was only cold, and we were forced to take a cold shower at the last minute before heading to the airport — nearly missing our flight because of this delay.
It was extremely uncomfortable and stressful. When we checked out, the hotel staff acknowledged the issue and told us to send an email to request a 100% refund, saying this situation clearly warranted it.
However, after doing so, they responded saying that since our reservation was made through Orbitz/Expedia, they are unable to issue a refund directly and that it must be handled through you.
I have been an Orbitz member for nearly 10 years, planning over 20 trips, including 200+ hotel nights, flights, and car rentals — and this is the first time I’ve had a problem of this kind. I'm very disappointed and need your support to process this refund as soon as possible.
Please let me know how to proceed or where to officially file this claim. I’m unable to find a way to contact customer service through the Orbitz website or app — no email, no chat option, nothing.
Thank you
Nicolas
Stayed 1 night in Jun 2025