My mistake was not reading up on the reviews about this hotel before making reservation with Expedia. Please do not make the same mistake as I did. Review the comments before selection the right hotel.
After driving for almost 8 hours before reaching the hotel with another family w/ 4 small children, we had checked into two separate rooms. When I got to my room, I immediately noticed that the wall papers on the walls were held in place with the push pins. At that moment, I received a call from the other family that their room walls were covered in mold. I went down to their room and saw a wall paper hanging loose from the wall. After a closer inspection, I was shocked to see the wall and the wall paper completely covered with mold. I returned to my room and pulled out one of the push pins hold the wall paper and found my room to be in same sad condition with molds everywhere. We went back to the front desk and asked to be placed in different rooms but they said they did not have other rooms available due to some softball tournament and all hotels in Cave City were booked. I asked for the refund and the front desk said they couldn’t since I had made reservations with Expedia. They would have to be contacted by Expedia to process the credit and the hotel manager has to do it the next day since they were not available. I called the Expedia at that moment and told them of the situation and that our kids had allergy to molds and we could not possibly stay at this hole. The CSR requested that I call back the next morning when the manager is in to process the credit. For now, we had made arrangements to stay at the next nearest hotel that had vacancy, which was 31 miles away in Bowling Green (Quality Inn –very nice) which we ended up staying overnight.
Next morning, I called Expedia and was told to call back that afternoon since the hotel manager was not available until then. We went to Mammoth Cave and did our tour and after lunch, I called the Expedia again per their request. This time, they must have placed in on hold for 20 minutes on and off and I was finally told that they are not able to credit my account. But here is the shocker, Expedia CSR also said if the mold was the only reason why we decided not to stay at the hotel, that wasn’t good enough reason for them to refund the account. At that moment, I told them I was done talking to them and I was going to let my credit card company to dispute the charges.
When I returned from our trip, I had already received the charge dispute form from my credit company and supplied them with all the details along with the pictures of the room with loose wall paper hanging from the wall with molds.
Today, 8/25/10, I’d received a call from my credit card company saying they are not able to credit the account because Expedia company policy is not to provide credit once cancellation date has passed. My credit card company rep was more apologetic about not able to get me the credit and she also said Expedia was very rude and uncooperative.
My recommendation, do not stay at the Econo Lodge in Cave City, KY. Also, do not make reservation with Expedia. It maybe a good tool to find what you need but if you encounter any problems, you won’t find any help there.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC