Posting this because I said I would. Not trying to say anything bad, really, just passing this along because the phone conversation really rubbed me wrong.
I called them today to cancel my reservation for Thursday and was told I was inside the 48 hour window (though I did call 51 hours before my check in date). After making a case to the manager, repeatedly, she finally relented and allowed me to cancel, but told me I would be put on their 'do not rent' list. I let her know she is on mine as well! The email:
"Hi, I just wanted to drop a quick email with my suggestion.
The Story:
I had a reservation to visit for a couple days, and because of work I was forced to reschedule my trip this year at the last minute. My reservations started on a Thursday (check in at 3pm), and I called on Tuesday around 12pm, thinking I was just making it under the 2 day cancellation period you guys have.
Unfortunately, I was told that I was under the 48 hour window. I was allowed to talk to a manager, who was polite, but was insistent that I was within the 48 hour window and thus would be charged for one day. I made a case, which was frustrating, and at some point went thus:
Me: "But if my check in date is Thursday at 3pm, and I'm calling Tuesday at 12pm, that is MORE than 48 hours, right?"
Her: "No sir, there's only Wednesday between Tuesday and Thursday, so that's 24 hours"
Me: "So you're telling me that from Tuesday to Thursday is only 24 hours??"
At this point my head did feel about to explode. By the end of the call though, the manager did grant the cancellation at no charge, which I appreciated. But that was quickly followed with "and we're also going to put you on our do not rent list." As a frequent traveler, I found this incredibly insulting, and I assured her there was no need to do that, as she had already guaranteed that my business will go elsewhere from here on out.
As a 40 year old businessman who travels 1-2 months out of the year, I appreciate busy seasons, and protecting your business, and cancellation rules. If I had called the day of, or even the day before, I would expect to be charged for that day per the rules. But it is entirely reasonable that a guest can call 51 hours before check in time and cancel without being put on the 'do not rent list' as if they were some degenerate that skipped out on their tab.
Now, instead of re-booking with you when I come back later this year, and on future trips, I will book someplace else. Plus, I will share this experience with my biker friends and the other riders on my forums.
My Suggestion:
You are certainly free to make and enforce whatever rules you want. But don't try to tell me that 2 days is 24 hours. And quibbling over a few hours just makes me feel like the only thing the hotel cares about is squeezing dollars from people. There are plenty of other places to stay that will at least pretend to care about taking care of guests, rather than blatantly squeezing money from them.
Next time someone calls right on the edge, instead of putting them on the 'no rent list', remind them about the policy and let them cancel anyway. That way, instead of feeling squeezed, they feel taken care of. And that will make all the difference in whether they book with you the next time and what recommendations they make to their friends."
* Last updated by: Caroobs on 7/16/2013 @ 1:19 PM *
