I booked this room for my parents. While I understand the need for cancellation policies there should be some humanity when considering whether or not to provide a refund.
My parents needed a room as they their dog was gravely ill and it was understood that they would require at least one night's stay, and likely more. One night was booked. In a heartbreaking turn of events, Ben, their dog passed away. They could not stand the thought of staying in the city, so they attended the property and explained the situation. The on duty desk staff told them that they would get a full refund.
This was not the case and the card was charged. I followed up with Expedia who assured me that they would 'deal with the situation'. Well, this is the response:
Property name: Comfort Inn Newmarket - Aurora
Thanks for contacting Expedia. We are so sorry to hear you are going through this difficult time.
After contacting the property, they’ve decided to uphold the original cancellation policy and have declined the waiver request.
We understand this may be disappointing. Hotels often have strict policies in place, and unfortunately, there’s nothing else we can do in this case.
Ultimately, the hotel was dishonest and now will not honour the refund. I certainly will never stay there again, and I hope this review might have you consider as well.
