I booked through Expedia under the listing “Penthouse Suite MGM Signature Sphere” for September 24–28. My confirmation clearly stated “Superior Studio Suite, Balcony, City View.” What I received was a room on the 25th floor with no balcony and no penthouse experience.
The balcony was the main reason I chose this booking. Without it, I would have booked somewhere else.
What made this even more frustrating was being told by Expedia that management insisted my room had a balcony. I asked management to come to my room so I could show them that it did not. That request was refused.
I was repeatedly directed to a third-party contact, but my calls and emails went unanswered. I spent valuable vacation time trying to get what I had booked.
The only compensation Expedia offered was a $300 credit toward a future booking, not a refund. That does not make up for receiving a room that did not match my reservation.
An extremely disappointing experience, both with the accommodation and the handling of my complaint. Travellers should be able to trust the room description on their booking confirmation.
