"The house itself was wonderful, and we were very happy with the property. However, the check-in experience was absolutely unacceptable.
On the morning of our arrival, I contacted Expedia because I couldn’t reach the host using the phone number provided. Expedia did not mention any cancellation. Instead, they sent me detailed check-in instructions. I contacted Expedia again around midday, and no one told me my reservation had been canceled.
After spending the day in the forest with almost no cell service, we arrived after dark and tried to follow the instructions, but we couldn’t get inside. With the little signal we had, I finally contacted the property and was told our reservation had already been canceled. They said Expedia emailed me at 7:00 a.m., but we were in an area with no service and never received it.
The most frustrating part is that Expedia knew about the cancellation but failed to tell me when I specifically contacted them for check-in help twice. This left my family stranded in the dark. We had to drive back to town just to get signal and find another place to stay. Everyone was exhausted and hungry. My 7-year-old fell in the dark, and my 1-year-old cried for over an hour.
The property was great, but Expedia’s communication and management were completely unacceptable. Canceling a reservation is disappointing but sometimes unavoidable. Failing to tell a customer after they contact you twice is simply inexcusable."
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