Wanting to pre-position for a 6 AM flight out of Columbia, SC the following morning, I went on line to make a reservation at a Country Inn and Suites I knew to be just outside the airport. Arriving just before 5 PM (the time of day is important to the story) I gave my name to the desk clerk who informed me that I had not made a reservation there, but perhaps at another Country Inn and Suites. Turns out the hotel where I checked in near the airport is in CAYCE, a small city between Columbia and the airport bearing its name. So the clerk called someone at the Columbia hotel on Executive Blvd., where, in fact, I had made the reservation, and asked the clerk there to cancel it.
The clerk at the other property claimed the cancellation time was 4 PM, even though my paperwork said it was 6 PM. As it was a Sunday, I couldn't speak with "management" where, apparently all decisions are made.
The desk clerks at both properties knew I had made a simple (but understandable) mistake but neither would fix it.. When I wrote to the corporate offices the following week, I received a very nice note confirming the cancellation time of 6 PM, saying "The hotel should have cancelled your reservation." In a follow-up note, the support person wrote, "We explained your situation but they are unwilling to compensate for what has happened. I am very sorry for how everything worked out."
The response from Carlson (the managing company, was, in other words, "You are right, but we're not going to do anything about it." Fortunately, credit card companies have more leverage, and they reversed the charge.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I have researched your issue with your reservation that was made at the wrong location. Your reservation was made through Expedia and not the hotel directly or through the Country Inn & Suites website/toll free number. Had your reservation been made through the hotel, we may have been able to cancel your reservation. Expedia reservations are non-transferable or non-cancelable unless you pay the premium through Expedia. As listed on our website, cancellation must be made by 4pm on day of arrival. As you stated that you wrote to the "corporate offices", we can assume to wrote Expedia and not Country Inn & Suites as they would have directed your letter to us at the hotel and not respond directly to you. We apologize for the confusion about your reservation. We always do whatever we can to accommodate a guest when an error has been made in their reservation. We hope that next time you will make your reservation through Country Inn & Suites. Please feel free to call me at the hotel with any questions.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.