I booked a hotel room at OYO Palm Court Hotel in Eastbourne.
On arrival at OYO Palm Court at approximately 19:30 hours. There were no staff on site and I was told by a resident that the premises has been taken over by the council and is now an immigration hostel. I tried over 10 times to get through to the hotel who passed me from one person to another wasting half an hour. At 20:00 hours I began desperately trying to contact Expedia, both through the online chat and help number. I was in such panic about not having anywhere to stay but hoped that Expedia may be able to help given the reputation of the company.
Throughout my contact with Expedia, I was hung up on without a call back despite the advisor taking my contact number in case of such event, I was on hold for a total of two hours to two separate departments and I was told by relocation services they would need to wait for the original hotel provider to sort out alternative accommodation.
After begging to have another hotel provided the advisor told me I would need to pay for the new hotel myself and be reimbursed at a later date. This was not possible due to my finances on the night. The advisor eventually agreed to assist me with booking another hotel only after she took the original payment for OYO hotel no longer in existence, by this point is was 23:10 hours.
We missed dinner, walked around in the rain and still have not heard back from Expedia.