"I rarely leave negative reviews, but this experience was beyond disappointing. I booked this hotel through Expedia for my husband while he was traveling to Salem during WOU graduation weekend. The reservation was confirmed, and we received multiple confirmation notices leading up to his stay.
When my husband arrived to check in, he was informed that the reservation had been canceled. The explanation given was that the hotel had sent a message through the Expedia app two days earlier requesting a callback. However, the message did not indicate that the matter was urgent, that it was related to the reservation, or that there was a system issue that could result in the booking being canceled. There was also no follow-up communication through another channel or even a second message emphasizing the importance of a response.
We were told there was a "glitch" in the system and that the hotel could not provide additional details through the Expedia message system. Regardless of the cause, canceling a confirmed reservation without clearly communicating the risk to the guest is unacceptable.
Because this occurred during WOU graduation weekend, alternative accommodations were either unavailable or significantly more expensive. The lack of communication and the handling of the situation created a great deal of unnecessary stress and inconvenience.
This experience reflects a serious breakdown in customer service and reservation management. I hope management reviews these procedure"
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