N B.

Booked a room, when I went to hotel, I found out that I had unknowingly booked a hotel (same name) in a different city/ state. After being put on a waitlist for costumer service call, I was told my hotel was not able to switched to the actual location I was at not cancelled. I felt very undervalued. To me, the company had no problem taking money with no product able to be provided to me.

Yes- understand the cancelation policy- However, I feel that the situation could have easily been able to be rectified with them still having money AND taking care of their customer. This is the difference between a 5 star and 1 star. No customer empathy.