2/10 Terrible
Adriana
Travelled with family
29 Sept 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I am writing to formally submit a complaint regarding my recent reservation made through Expedia at the DoubleTree by Hilton in Ontario, California.
When I made the booking, I clearly specified that our party included 5 adults. Based on this information, I trusted that the accommodations provided would appropriately meet the needs of all guests. However, upon arrival, we were assigned a room with only two queen beds and no additional bed, sofa bed, or rollaway option for the fifth guest.
When I raised this issue at the hotel front desk, I was informed that it was either my fault or Expedia’s fault for not noticing that the hotel does not provide additional beds. The staff made no effort to resolve the issue and simply told me to contact Expedia.
When I contacted Expedia support, I was told that since the room description listed only two queen beds and the hotel does not offer sofa beds, there was nothing Expedia could do. This response is unacceptable. If Expedia allows a booking to be made for 5 adults, then the accommodation should include proper sleeping arrangements for all 5 people, not just 4.
As a result, my son was forced to sleep on the floor with only extra blankets provided by the hotel. This was not only extremely uncomfortable but also far below the standard of service I expect when booking through Expedia.I have been a loyal Expedia customer and trusted your platform to provide accurate and reliable booking services.This experience left me very dissatisfied
Adriana
Stayed 2 nights in Sep 2025