I booked this hotel for my parents, aunt, and uncle for a one-night stay while they were traveling to NYC. Upon checking in, one of the rooms had no electricity. The front desk staff informed them that the power was out due to a city generator shutdown. They waited for two hours, but the issue was not resolved.
I called the hotel and spoke with the front desk lady, who told me they could only refund one room since the outage wasnāt their fault and there was nothing wrong on their end. Before I could respond, she said she had to assist other customers and abruptly hung up on me.
Thankfully, the Expedia customer service agent was very helpful. We were able to book another room at a different hotel for the night and received a full refund for both rooms.