I have never had to give a negative review based on credit card and cancellation issues, but in this case I feel I truly must. I am a frequent traveler. I secured a room, and later sent a note cancelling this room, a full two weeks prior. I received a call the night before, basically they had not processed my cancellation AND THEY CHARGED MY CARD per the policy. No attempt to resolve the issue. I'm sure no research and no accountability on their side. Again, I am a very frequent traveler and I know the ins and outs. GO ELSEWHERE.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We understand that cancellations occur and have, therefore, created a fair and reasonable cancellation policy outlined on our website and confirmation letters. There are a couple of methods available to our guests who need to change or cancel a reservation. We always prefer that our guests call us directly so that we can have a dialog with them regarding their change of plans; however, we realize that there is not always time to do so and guests can also cancel by emailing us. These are the only two methods to cancel a reservation, and we have constant access to both methods. Our reservations software does not permit online cancellations. There is a staff member here at all times to answer the phone and/or respond to voice mails and we receive emails immediately, either by our office computer or on our cell phones, thus limiting any opportunities to miss a communication from guests.
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As soon as a cancellation is received a confirmation email is sent to confirm that the guest is canceling, any conversation that we have had and outlining next steps. We will then do our best to re-book the room, to limit the guests commitment as well. We contacted you the night of your intended arrival because we were unaware of your change of plans. A thorough search was conducted and we truly did not receive a note from you indicating your cancellation nor was a confirmation of cancellation sent. As seasoned travelers, guests should always expect a confirmation of their cancellation to ensure that accountability is upheld on both ends and to limit any miscommunications. As our follow up call was not returned and we were able to rebook the second night of the stay, we limited the damage of the empty room nights as much as possible.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.