We had a reservation from January 7th through January 12th, booked through Expedia. On the evening of January 10th, I notified the desk clerk that we would have to cancel our last night due to our son and daughter in law having a baby in Savannah. He looked at the reservation and stated that he could not cancel that night due to the fact that it was booked through a third party. He did say to contact the general manager by email or telephone and he would most likely give us a credit for one night due to the circumstances that we were cancelling. I did call the general manager and asked that he return my call. As of this date, January 18th, we have not heard from him or anyone else associated with the property. We do travel to this area four to five times a year due to our family living there and would need a place to stay. Due to the lack of a response from the General manager, we no longer plan on using this property. Should you have any questions feel free to contact me.
Comment from Hotel Management
Jan 27, 2017 by GM, Hotel Management
Dear Mr. Cretella,
I am sorry to disappoint you, but the discounted advance purchase rates are offered against the firm commitment at the time of booking, of a non-refundable prepayment with no changes or cancelations allowed, thereby by accepting the inherit risk that in the event of a change of plans, the deposits are forfeited.
Given the restrictive advance purchase terms, I think all would agree that we have an obligation to apply rate rules evenly across the board, and not on some guests but not on others.
Indeed, we would consider exceptions on documented evidence of a compelling event that prevents guest travel, such flight interruption or health emergencies. Please forgive me, but I cannot justify the happy event as an emergency preventing completion of travel.
With kind regards,