It was a very upsetting experience.
We arrived 3pm, staff told us can't find our reservation. After I showed her my booking # on the app, she still can't find it
. Later she said our booking got cancelled and she will get someone to talk to us.
Another person come down and told us she called a day before which is followed the policy in 24 hours ago, bit no one answer, they said they also email Expedia about the cancellation.
They had no solution for us, nothing they can't do, due to plumbing issue.
They said they had refund to third party, but we have to wait, they didn't help us at all.
After all, I tried contact hotel.com customer service, the agent told me the system shows we are booked and they didn't get noted, so they will call the comfort Inn and get back to me,.
Same thing the comfort Inn told the agent that they tried to called me but no one answer, they will refund it.
I didn't get any phone calls on my history, I didn't get any email from hotel or hotel.com or expendia.
I didn't get any messages from anyone from hotel com app.
It cause us more money and time to find another hotel to stay the night, also cause us had to change plans for the rest of night.
So far, I have not hear from anyone, hotel or app. No emails. No refund,
No solution , no compensate.
The comfort inn staff doesn't care, they tried called and left msg. But don't care if the costumers were traveling and don't care if the costumers knows before we were arrived.