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.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 12, 2013
Report response as inappropriate
Thank you for recognizing how different our attitude is about business and our commitment to "do the right thing" compared to our competitors. Not many hotels will in fact cancel a reservation with no fee when the policy is as stringent as ours is on weekends, particularly if a state of emergency is not declared by the state of New Jersey. We've heard the horrors and yes, my team is always at liberty to sway from policy if it's about safety & guest service so thanks again for noticing. Do call me for your next reservation so I may have the opportunity to upgrade you to our best available accommodations on your next trip!
Ed Reagoso - General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.