I booked City Suites very unexpectedly due to a sudden family tragedy. Sadly, our plans changed within two hours as it became too difficult for us to travel, and I immediately contacted the hotel to request a refund on compassionate grounds.
Despite sending three separate emails, I never received a response, and no refund was offered. This happened right before Christmas, during an already financially and emotionally difficult time, which made the lack of communication especially upsetting.
I understand hotels have policies, but some acknowledgment or response would have gone a long way. Being completely ignored after explaining the circumstances felt very disappointing and uncaring.
I would advise others to be absolutely certain before booking, as in my experience there was no flexibility, refund, or reply from the hotel when plans had to change unexpectedly