The front desk staff, Dean, did not seem to understand the business well. On our first day of check-in, we asked if we could get a refund for the second night’s room fee. He told us to contact the hotel via email through Expedia, assuring us that the hotel would agree. However, we waited until late the next day, and the request was ultimately denied. To avoid wasting the room fee, we ended up checking in again for the second night.
It was only then that he informed us it was prepaid and non-refundable. He began making excuses, claiming that he didn’t mean what he said the previous day, trying to shift the responsibility onto us.
However, he could have simply told us on the first day that it was non-refundable, saving us the trouble of carrying our luggage around all morning. If we had known we couldn’t get a refund, we would have just left our luggage in the room!