"Our stay at the Shamrock Hotel Balranald was poorly managed and unnecessarily stressful.
On arrival, we were told only one booking existed despite having two confirmed through Expedia. Even after showing proof, staff insisted we were wrong. It took ~20 minutes and Expedia intervention to resolve, with no apology.
Throughout the stay there were repeated issues: incorrect orders and pricing changes at dinner, and more seriously, we were wrongly told our payment had declined. Despite providing clear proof of full payment (bank records and Expedia receipt), staff continued to contact us and request payment into the following night.
While we were out, we received calls and messages stating staff would be “waiting for us,” which felt inappropriate and forced us to leave the rodeo to deal with the issue. The venue was then closed, and I spent ~45 minutes with Expedia resolving something the hotel should have handled.
A heater in one room didn’t work and we were told it wasn’t needed. There were also hygiene concerns (bathroom drain build-up).
This was not a minor issue but a consistent failure in booking, payment handling, and guest management. I travel frequently for work and this is the worst experience I’ve had.
I expect Expedia to review this case and arrange a refund or partial reimbursement given the disruption and mishandling of a fully paid booking."
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