Annoyed with hotel cancellation policy
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Anonymous
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We booked a 5 star hotel that we stayed in previously for a special occasion. Unfortunately our family member who will be watching our children is in the hospital so we tried to reschedule or cancel. After speaking with the manager, he only pointed to the policy and denied our request. We escalated up to the managing director who just passed our email back to the same manager.
Extremely disappointed with the level of customer service as this is one of those extenuating circumstances. They offered a friend or family to stay in our place instead. I'm thinking of sending a homeless person to stay in our place. |
Anonymous
| I don't understand why people think policies that they agree to don't apply to them. It is possible to book refundable hotels; do that next time. |
Anonymous
Yes. OP, I'm sorry for your predicament, and it sounds very challenging. I suspect that if this is one of those extenuating circumstances listed in the cancellation policy, then you would be able to cancel. If not, then you cannot, even if it seems extenuating to you. |
Anonymous
I’m disappointed because I expect more from higher end hotels which have more flexibility when needed. While I could have booked with a different hotel, I also proposed at this one so there is a sentimental value there too. But instead of being excited to go there and spend money and have a good experience, I’m totally repulsed by their robotic inflexibility. |
Anonymous
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Why do you expect them not to follow the policy?
Send a friend or family member in your stead. Post something on Facebook and ask if anyone wants to split the price with you. |
Anonymous
| You booked knowing the policy. |
Anonymous
| High-end hotels are only accommodating to the ultra-wealthy. |
Anonymous
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The problem here is that you thought you could get the policy waived for you. For hotels, this rarely works, and luxury hotels are NOT the exception. At all. Know the industry. |
Anonymous
| Email the CEO or Gen Counsel. If you give name of co. I will look it up. Tweeting is also effective. I am a lawyer and have my assistants deal with this stuff all the time. Also contact your credit card co. |
Anonymous
| Did you not know the policy? Next time just book with the option to cancel. It’s more money but well worth it for peace of mind. |
Anonymous
I know people do this but it seems wrong. Like what do you tell your credit card company? Yeah, I booked it but I don’t want to pay because I’m a dumbass who can’t follow policy? Why should the credit card company (read: other customers like me) eat this cost? |
Anonymous
| Your lack of childcare is not "one of those extenuating circumstances." Sorry. Book refundable hotels if you may need to cancel or if it's expensive enough that cancelling will be a big deal to you. |
Anonymous
This is a hybrid situation where our family member’s hospitalization is preventing us from going. The childcare is secondary. Hotel is keswick hall. I went through LinkedIn in for the managing director who passed it down to the lower level. Not much other org chart I could find. |
Anonymous
Also thank you for your help and understanding. |
Anonymous
They are a 4-star hotel. A 5-star hotel would be much more accommodating. |