I live in northwest NJ.
We had a family affair to attend on Saturday 2/9 in the West Orange area.
With the forecast of snow, I made a reservation for the Wilshire Grand for Friday 2/8.
All over their website, and on the order form, they clearly state that all reservations for a Friday need to be cancelled 72 hours in advance, but I felt that it was a good risk to take, and went ahead and made the reservation.
The snowstorm turned out to be Nemo, and on Friday, the day of the reservation, it became clear that there would be no way that we should take the risk to try and drive to the Wilshire.
With great trepidation,I called the front desk to cancel the reservation for that evening, and requested that I not be charged for the reservation.
The person that answered was very professional, told me that it would not be a problem, and cancelled the reservation without charging me. He did not need to speak to a ,manager and just took care of it, exactly what a great customer-oriented hotel should do.
So although I did not have the pleasure of staying there, I am extremely impressed with their customer service, and hope to one day in the future.