If I could give zero stars, I would. You never really find out how much a hotel values its guests until something goes wrong. Unfortunately, my experience showed me exactly where this hotel's priorities lie. Despite providing documentation of a genuine medical emergency that made travel impossible, the hotel refused to offer any refund, credit, or meaningful accommodation. Rather than showing even the slightest amount of understanding, compassion, or flexibility, the hotel's response was a flat refusal. I understand that hotels have cancellation policies. What I do not understand is how a business can look at a documented medical emergency and decide that extracting payment is more important than treating people with basic decency. Policies should exist to protect businesses from abuse, not to punish guests experiencing circumstances completely beyond their control. The most shocking part was the complete lack of empathy. There was no attempt to work toward a reasonable solution, no gesture of goodwill, and no indication that anyone cared about the situation. Anyone can provide good service when collecting your payment. True customer service is measured by how a company treats people during difficult moments. By that standard, this hotel failed spectacularly. There are countless hotels competing for business. Many understand that compassion, common sense, and customer loyalty matter. Based on this experience, I would strongly recommend spending your money elsewhere.
