2/10 Buruk
23 Jul 2025
Trying to contact the manager
On my way to the hotel I became very indecisive because of timing (I was arriving earlier than expected & wanted to continue further on my drive). I called the hotel and spoke with the man at the front desk. I said upfront that I knew I was past the free cancellation period, but was just checking to see if it would be possible to cancel for a full refund. He told me that it was up to hotels.com. I called hotels.com (but after I checked the weather and a severe hail storm was expected in route that meant I wanted to stop driving). The representative said it was up to the hotel.
So I called back & told the front desk person that I DID NOT want to cancel my reservation if I couldn’t get a refund, that I would be there within an hour. He calls me back from a different number 50 minutes later to tell me that his manager approved the cancelation for a full refund & would be sending me a confirmation email. We got disconnected so I called back on the normal line & he said that, yes, I would be receiving a full refund, that my reservation was canceled, & hung up on me to serve someone in the lobby.
It has been a week. I have not received the confirmation email or the refund. I’ve called to try to talk to the manager a few times but the front desk person says they are not there & doesn’t know when they will be. I wouldn’t write a review except I have no other way to contact the manager about the front desk person continually misrepresenting the truth.
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