Terrible experience with hotel administration.
Scheduled to stay from March 19th-24th. Had to depart early on March 20th due to international border crossing concerns due to COVID-19 problems.
On arrival, we advised our receptionist in the change of our departure and she stated we could follow up with Expedia to pursue any form of refund/etc. We checked out March 20th before 8am with the electronic key we had paid a $500 deposit for.
After travelling home, we had to speak to five different Expedia agents, on five different occasions, in order to communicate with the Lucky House department responsible for refunds, etc.
Ultimately, I spoke with hotel staff directly over the phone. I explained that our early departure was due to COVID considerations and that the receptionist on our arrival had informed us that we could contact Expedia at a later date to pursue a form of hotel credit, refund, etc.
To summarize, I was treated like garbage by the reservation/booking staff. She stated that she did not care that the receptionist gave us incorrect information regarding a refund on arrival. Not only did we not receive any form of apology but I was told that by the agent that since they're "not a 5-star hotel" {a higher level} customer service did not concern them.
Little aside, my wife speaks Thai, and we could hear the agents talking trash about us in the background during the phone conversation.
I followed up with Expedia afterwards to discuss the exchange.