I booked a trip here for three nights through Expedia well in advance of what is one of Palm Springs busiest weekends - The Tour of Palm Springs - a bicycle classic!
My gal and I drove approx. 500 miles to get there on Friday night at 8:30pm. When we arrived at the hotel, the front desk/office was CLOSED. Locked. Shut. No one there!
There was a phone number posted for "late arrivals". Mind you this is on a weekend where 10-15000 cyclists and there families show up from all over the country to ride early the next morning!!!
We called the number immediately and no one picked up the phone. Further, it was a generic recording and NO opportunity to leave a message. By this, around 9pm, I'm starting to panic! No hotel room on a busy weekend! I immediately started calling around to try and find something - luckily I was able to snag a room for the weekend - the FAR better Colony Palms Hotel (see my review).
Around 10pm, 90 minutes after I called the "late arrival" number I got a call from movie colony hotel asking if I was checking in? I explained to them that No, I would not be checking in and was canceling my plans with them in light of their failure to be there and leaving me with no option but to seek another hotel.
Because my reservation had been through Expedia and was an "internet special" and prepaid I had to contact Expedia for a refund. Suffice it to say that experience did not go well. I spent hours on the phone over several calls while Expedia tried to "negotiate" with the hotel to get me a refund. Neither Expedia not the hotel would process a full refund - charging me for one night even though we never stayed there.
I finally had no choice but to contact Visa who did the right thing and refunded my money.
I would never stay with a hotel that
1) doesn't staff their front desk on a Friday night at 8:30 on a busy weekend
2) doesn't profusely apologize and immediately refund the money if anything like the above happened.
And I will never use Expedia again. They tried to get me to "forget about it" by placing me on hold for hours, making me repeat my story to multiple personnel, make me hold while they spoke with hotel rather than calling me back, and ultimately saying sorry you're out of luck! Well I'm not out of luck but they are out of luck thinking I will ever book with them again. Smart choice Expedia!
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- Also Known As:
- Movie Colony Palm Springs
- Hotel Movie Colony