Nautilus Surf & Yoga Villas Santa Teresa

Actually, previously I had posted a comment complaining about not getting my refund due to a cancelation for this week due to the pandemic. Turns out, Hotels.com is keeping my money, according to the Nautilus- which seems like a great place, but since the wedding of my daughter got canceled, we obviously are not traveling since the country is closed. I will say I had TWO different reservations for other family members that the Nautilius DID REFUND. Here is what the hotel said: ""You didn't stay with us so the review is a hoax. We don't hold you funds, you booked through Expedia, they have your funds, hence the reason we recommend booking direct. This way Expedia doesn't get to exploit the hotel whilst they retain the guests money....." SO.... My Question to Hotels.com, WHERE IS MY REFUND???

My wife, 2 year old, and I stayed for six nights. When we arrived, the manager JP told us to use WhatsApp him if we needed anything. The listing on Expedia states, "the front desk is open daily from 7:00 am to 8:00 pm." The manager was only on the property for about 2 hours around noon for 4 of the days we were there. The two staff members who do not speak English were on the property about 5 hours a day. The hotel stated, "personal protective equipment worn by staff." The staff and manager never wore protective equipment. Because the manager was never at the hotel, I organized our activities myself. Our hotel room was infested with ants. The manager laugh and did nothing about it. There is bug spray for sell at the local grocery store. Our room had a broken fan, doorknob, lights were not working in every room, the doors were falling off the hedges, the TV remote did not work, and the safe did not work. The manager said he would fix things, but only fix half the things. The room had dead insects in it the whole time we stand there. There was a rusty nail by the pool were our child played. One night we could not get our stroller in the property because it was blocked by cars and ATVs. The property gate was not lock at night, so anyone could come in without staff members there to watch. The manager and staff became rude and ignored us as we reported the issues we experienced. I emailed the owner, but he ignored us. Expedia contacted the owner, but he would not refund us.