"We made a reservation at this hotel through Hotels.com. Unfortunately, due to an unpredictable highway closure, it was physically impossible for us to reach the property. We called hotels.com immediately to explain the situation. According to the representative there was not a manager on duty but according to the manager when called as soon as we could, they could have made an accommodation. but the hotel management completely refused to offer a refund, a partial refund, or even a credit for a future stay.
To make matters worse, the hotel was 100% booked that night. They almost certainly resold our room to someone else—meaning they pocketed our money and took payment from a second guest for the exact same room.
I understand hotels have cancellation policies, but exceptional and dangerous circumstances (like a closed highway) warrant basic human decency and flexibility. Taking a double payment while hiding behind "policy" is greedy and exploitative."
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