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 Expedia and the Perry South Beach Hotel
Posted Thu August 2, 2012 11:59 am, by Vernon C. written to Expedia, Inc.
Write a Letter to this Company
We booked two nights at the Perry South Beach Hotel through Expedia for a room with a partial ocean view. When we arrived at the hotel we were informed that they were undergoing renovations and that there would be some minor inconvenience. Minor inconvenience turned out to be the understatement of the year. They were renovating the exterior of the hotel which involved chipping off all the old concrete from the room balconies with jack hammers. When we got to our room they were working on the balcony to the room just above ours. The noise was deafening. In addition to that, we could not access the balcony due to the renovations and the ocean could only be seen from the balcony so the ocean view we had paid for was not available. We complained to the hotel and to Expedia and got no satisfaction from either one. They claim that the renovations were clearly stated at the time of the booking which was hardly true. As usual, things like this are usually pretty well disguised. There was virtually nowhere at the hotel where you could get away from the noise. You could hear it even at the pools. Management had very little sympathy for their guests' plight and certainly didn't want to entertain requests for any sort of refund or compensation. At $200 a night, this hotel should be ashamed of themselves. Charging guests that kind of money with that sort of an inconvenience is an appalling lack of consideration for their customer's comfort. We went to that hotel for relaxation and relaxation was literally impossible to find. And fighting with management certainly didn't help. I called the Expedia customer support and got absolutely nowhere with them and they had virtually no sympathy for my case. Shame on Expedia for not backing up its customers too. Expedia has lost a loyal customer because I will never again book through them and I will certainly NEVER go back to the Perry South Beach Hotel and neither should you.
If Expedia wants to keep its loyal customers they should back them up when things like this occur. In addition, when hotels are undergoing renovations or anything else that would cause extreme customer satisfaction, they should make sure that this is very clearly spelled out to their customer BEFORE they make the booking. I would also like at least a partial refund for this nightmare of a stay at that horrible hotel. I would also like an apology from Expedia for being so unsympathetic to a loyal customer.
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This is why it's important to go to the hotel site and research it
there directly, especially when you're laying down that kind of money
per night.
I just checked it out, and the front page of the hotel's site clearly
lists updated renovation information.
Working in the hotel industry myself, it's a good day when a 3rd party
booking site DOESN'T screw up our normal ammenities. Getting
temprorary renovation or pool closure information on a 3rd party site
is pretty much impossible, since the hotel can't directly control it,
and like I said, some days it's a miracle when they get the normal
stuff right.
I always advise people to book directly with the hotel to avoid issues
like this. Third party sites seem to be a headache both to customers
and hoteliers. They're okay to research rates, but do your actual
booking directly.
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Expedia is a third party vendor, they just handle the bookings and
wouldn't know if the hotel was under renovation. Did you look at the
hotel's own website before making a reservation? It states on the
hotels website (front page RED letters) that there are renovations
going on.
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by spunkyboy08 Posted Fri August 3, 2012 @ 8:22 AM
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Instead of relying on expedia.com to inform you of the rennovation, it
would have been better to call the hotel directly.
You were notified when you arrived that the hotel was undgoing
rennovations and that there would be some minor inconvenience.
I would think that every hotel guest was notifed of this when they
arrived.
Did other hotel guests complain about this?
I would imagine that Perry South Beach Hotel is NOT the only hotel
that is currently undergoing rennovations.
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by spunkyboy08 Posted Thu August 2, 2012 @ 2:51 PM
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Vernon C
How is it possible for Perry South Beach hotel to post on Expedia.com
that the hotel is being rennovated?
The purpose of Expedia.com is to post hotel rates. Expedia.com has NO
control when a particular hotel on their website is being rennovated.
As the other poster mentioned, other customers who stayed at that
hotel were ok with the hotel being rennovated. I do not understand why
you are not.
So you will NEVER go back to the Perry South Beach hotel just because
it is being rennovated? I work as a contract Visitor parking attendant
at a university. Last year their Visitor parking garage was
rennovated. The rennovation took almost 7 months to complete. Visitor
parking was temporarily moved to the first level of the faculty/staff
garage. So does that mean that a prospective student should not have
attended the university all because their Visitor parking garage was
being rennovated even though Visitor parking was temporarily moved to
the faculty/staff garage?
How can a hotel rennovation cause extreme dissatisfaction for a
customer? It would not bother me. As long as I am able to stay at the
hotel in a clean hotel room, then I am happy.
Why should you receive at least a partial refund all because the hotel
was being rennovated? If that happened, then every customer who stayed
at that hotel while it was being rennovated should receive one.
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