I am lodging a formal complaint for a severe breach of contract, misrepresentation, and unacceptable staff conduct during my recent stay.
1. Breach of Contract & Misrepresentation
I booked a "Family Quadruple Room" via Expedia, which explicitly guarantees 1 Double Bed and 2 Single Beds. I specifically selected this larger layout to provide space to maneuver our heavy international luggage, as we flew to attend a wedding the next day.
Upon checking in late at 22:45 on 13 May, we were given a room containing only 1 Double Bed and 1 Single Bed (a lower-tier Family Triple). This directly contradicts what I purchased. I hold clear photographic evidence of this inventory failure.
2. Hostile Staff Conduct & Arbitrary Denial
When I brought this to the reception's attention, the receptionist flatly refused to correct the room category. They aggressively argued that because my booking indicated "2 Adults", they would only provide a room matching two occupants. This is completely invalid. As a consumer, I am contractually entitled to the exact room layout and footprint I paid for, regardless of whether I use its maximum occupant capacity. The staff became extremely hostile, raised their voice, yelled at me, and refused to help. Due to the late hour and wedding schedules, we had no choice but to stay under duress in an unpleasant, downgraded environment.
UK Consumer Law Violations:
As the property is in England, this transaction breaches the UK Consumer Rights Act 2015
