I booked a stay at Hudson River Hotel through Expedia for the night of 3/29–3/30/25, and the experience was awful from the moment we arrived. The hotel looked nothing like the pictures online. It was filthy, under construction, and felt completely unsafe. We left within minutes and had to urgently find another hotel that night.
What made things worse was the complete lack of accountability from both Expedia and the hotel. Despite reaching out multiple times and even purchasing Expedia’s Hotel Booking Protection, I was denied a refund. Expedia claimed they were waiting on the hotel’s response—but the hotel never answered my emails.
When I finally reached someone at the front desk by phone, they were disrespectful, kept cutting me off, and offered no help. I was told I wouldn’t get a refund because “you only paid $128” and “it was just a one-night stay.” That is completely false—I have a receipt showing I paid $199.19, including taxes and protection.
When I asked to speak with or get the contact information for someone in charge of issuing refunds, they refused to provide it.
This experience was completely unacceptable. The hotel was unsafe and misrepresented, and the customer service from both the hotel and Expedia was dismissive and unhelpful. Avoid this hotel, and think twice before trusting Expedia with your travel plans.