We knew this was coming...! We've only had 2 outrageous customers in 4 years, but they always head straight to TripAdvisor!! The hotel claims they gave this couple directions, and when I tried to give directions on their initial call, they interrupted saying they knew where to go. The last sentence ever said to someone is: "If you have any questions or problems, just give us a call at this number." At 9:01, the wife called and said they didn't want to go anymore. Would they have to pay for it? When I replied yes, she said, "I thought so." We have only a one hour cancellation policy. When I asked her why she hadn't called before, she said she didn't know. Her husband called us back four times -- screaming, calling us names, and using 4-letter words. I asked him to please stop shouting so we could discuss it. His reply: "Not until you start being reasonable." 1. It's difficult to discuss resolution when someone is constantly yelling and swearing. 2. You're not as willing to bend over backwards for someone who has gone beyond bullying you and entered into the realm of verbal abuse. 3. You can't call any event to cancel after it has started. No one can run a business this way. 4. All businesses take credit card reservations to ensure folks will show up or call to cancel. We had given these people a special rate because it was their honeymoon. It is extremely unfortunate their trip was marred by this, but with our one-hour cancellation, we are offering people the most flexibility we can and just need them to show a bit of responsibility to us too. -- Debbie