"I called to confirm with the property that my reservation was canceled. I spoke with Expedia who shared they would reach out but I wanted to be safe and follow up. I spoke with Barbra, who was amazing. Actually someone who should be running the place after my experience. She advised I call in the morning and speak with Mike or Kim - the managers on site. Unfortunately she wasn’t familiar with policy as she’s new and still in training. I called the next morning to connected with Kim. I explained that my dad had passed away and I needed to cancel my reservation. She shared that unfortunately my boyfriend called prior so she isn’t able to cancel it. We would be charged for 1 night. I was later not only charged for the first night, I was also separately charged (authorization request from Kim’s processing) in the amount of the full stay ($465+). I called to address this matter and Kim claimed I wasn’t charged. What Kim doesn’t know is they both me and my boyfriend have experience as managers in hospitality. She certainly didn’t have to authorized the card on file for the full amount of the stay since we had not checked in AND considering occupancy she wouldn’t have an issue booking the room at a prime rate even for a walk in. I would like for this experience to encourage a reward or recognition for an employee like Barbra and training and development for Kim. Thanks in advance."
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