I stayed in this hotel before and I did not have any problem so when it was time for us to reserve blocks of rooms for my mom's 85th birthday, this hotel was first in my list. C/I was supposed to be 8/16/13 with C/O on 8/19/13 with last day to cancel at 6 PM on day of arrival (per reservation agent). I tried to cancel all rooms on 8/15/13 at 9:30 pm and I kept being referred to a different number, when I called different number, there was someone who answered but barely spoke English and tried to put me on hold but disconnected me. Subsequent calls were answered by automated service which connected me to numbers no longer in service. We are going to be very busy the next day so my wife and I came to hotel at 12:30 AM on 8/16/13 and went to the lobby and was advised either to call a number or go to another lobby. We tried to call the number but it was the same automated forwarding message that is no longer in service so we went to the other lobby where a cleaning lady (she admitted that she answered my first call) referred us to manager on duty sleeping in one of the rooms. He did not want to cancel it and told us to come back in the morning; he became argumentative after we insisted that reservations be cancelled right there and then because we did not have time to come back in the morning. We also advised him about changing the answering service message and he said that it is not his responsibility to change it. Also, He started quoting American Express contract with us about not cancelling reservation made prior to last day on cancellation even though it was already 8/16/13 at around 2 AM. He finally relented and cancelled all reservations grudgingly. Employee has last name of Shane with first name initial at H. It was really a bad experience for us and we will think twice again to reserve rooms again at this hotel because of this experience. We felt that we were aggravated for nothing. This manager needs to be retrained again with hospitality service.
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