Hugh Oneill Ambassador Suite

I was put in a different suite from the one I booked, with no warning. Chris Cunningham called it an “upgrade,” but the place had fingerprints all over the walls and switch covers, a filthy bathroom mirror, rubbish from previous guests, smelly dirty clothes in the dryer, a dust-caked bathroom fan, a mouldy cartridge in the coffee pot, and no hot water. I raised all of this straight away and asked to be moved to the suite I’d paid for. He brushed off my comments, said he couldn’t move me for a few days, then offered another suite that looked just as nasty. I left because the apartment wasn’t fit to live in and I didn’t feel safe. They gave me only a partial refund. After I challenged that and asked for all my money back, they stopped replying. Expedia said the property’s position was that the booking was non-refundable. I’d like them to explain, in plain English, why they think they can keep my money. It felt like ordering a $100,000 truck online and turning up to find a rusted-out car that won’t run, then being handed the keys and told there’s no refund. Please don’t book with them. It could ruin your trip, and they’ll keep your money. The photos don’t show how bad it was. I don’t want an auto-generated management reply promising they’ll do better next time. If management responds, they can apologize to the people they’ve ripped off and refund me. Otherwise, I don’t want to hear from them.