Posted Nov 6, 2016 on Orbitz
I needed to leave a day early to fly back home. Called at 11 o'clock to cancel through Orbitz, and the hotel staff, Brenda I believe was her name would not allow it. I work for Hawthorn Suites, and we have lot of 3rd party reservation. We have lots of people call to cancel hoping to cancel without charges. We always cancel and charge no penalty. Heck, life happens and events come up, give people their money back.
But not this hotel. I even called too and was told the same thing. Poor manners and attitude from this clerk told me right away, there was no compassion in her heart. And from the reviews I am seeing through this survey, I'm not the only one who feels this way.
The GM, sales manger, and the front end manger should teach the staff that a little understanding and compassion to guest would bring return business to their hotel. Shame on you all.