Not willing to help the customer
Posted Aug 1, 2016
I booked a room the last Sat 30/06 around 7pm, it was intended for the next day, unfortunately I set it for the same day.
The next day I noticed my error, the Hotel was not willing to move the reservation to that day, use the payment for the day I needed, nor give me a credit of 50%,40%,25% of the original charge ... they just pretty much said "Sorry, we don't care".
I booked a room/night that was already lost for the Hotel and they didn't wanted to take that payment for the day that I intended.
I understand that it was my mistake and that I should have some charge for that, but pay the 100% for nothing, I don't think it is fair.
Comment from Hotel Management
by Jason P., Hotel Management
Thank you for your feedback Luis. The hotel cancellation policy found on the Expedia website states: "Cancellations or changes made after 6:00PM (Eastern Daylight Time (US & Canada) on the day of arrival or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservation." This has been the hotels policy since opening day. I am not sure if you spoke to the hotel directly or to an Expedia representative but whoever told you "Sorry, we don't care" was wrong to do so. That doesn't sound like something our guest experience representatives would or should ever say but I will use this as a training opportunity and will speak with them all.