Jill
We have been using Expedia for more than 15 years with generally very good results. We trust the platform and have booked many family trips through your app without problems.
Right now, we are on a family vacation in Japan with our 8-year-old daughter, staying in Tokyo for 12 days. We also took a day trip to Kyoto by bullet train and decided last minute to stay one night. We booked a hotel room through Expedia, trusting that family-friendly options would be shown to us since our reservation clearly included a child.
When we arrived at around 8:00 pm and checked into the room, we were shocked. The room was clearly an adult/couple hotel room: it was full of sex toys, condoms, and there was a huge TV with adult content. We had to cover the items with towels so our child would not see them. The room also felt dirty, and the pillows had a bad smell. Only after arriving did we notice that the reservation said “adult room,” but this was never clearly explained to us, and we did not know this type of hotel was common in Tokyo/Kyoto.
This was a very uncomfortable and inappropriate experience for a family with a child. We trusted Expedia to help us find suitable accommodations, especially since the booking included a minor. This experience was upsetting and disappointing, and it has affected our trust in using Expedia for family travel in Japan.
I strongly believe Expedia should clearly filter out adult/couple hotels when a reservation includes children, or at least provide warnings
Right now, we are on a family vacation in Japan with our 8-year-old daughter, staying in Tokyo for 12 days. We also took a day trip to Kyoto by bullet train and decided last minute to stay one night. We booked a hotel room through Expedia, trusting that family-friendly options would be shown to us since our reservation clearly included a child.
When we arrived at around 8:00 pm and checked into the room, we were shocked. The room was clearly an adult/couple hotel room: it was full of sex toys, condoms, and there was a huge TV with adult content. We had to cover the items with towels so our child would not see them. The room also felt dirty, and the pillows had a bad smell. Only after arriving did we notice that the reservation said “adult room,” but this was never clearly explained to us, and we did not know this type of hotel was common in Tokyo/Kyoto.
This was a very uncomfortable and inappropriate experience for a family with a child. We trusted Expedia to help us find suitable accommodations, especially since the booking included a minor. This experience was upsetting and disappointing, and it has affected our trust in using Expedia for family travel in Japan.
I strongly believe Expedia should clearly filter out adult/couple hotels when a reservation includes children, or at least provide warnings
