Anticipation quickly turned to disappointment. We were on a 15 day vacation, and this was the one hotel that I was most excited about staying at out of the 6 we had booked. Its fresh newness appealed to me, and we booked 3 nights here. Unfortunately, I should have read all the reviews, but usually when I see lots of 10/10, I ignore the 2/10 because I assume they are just grumpy people who are likely to to grumpy no matter what the circumstances.
I had booked a "non-refundable booking", which I understand, but I also understand the concept of customer service and satisfaction. On our arrival, I requested that we cancel the THIRD night, as we needed to change our plans. This was 72 hrs before the said third night. I contacted the front desk, and had a conversation. She told me that the cancellation had to be done through Hotels.com. I got onto a live chat with a Hotels.com representative, who was only too happy to assist, but she said that the cancellation agreement had to come from the hotel. Back to the front desk- the poor receptionist had obviously been through this before. Her attitude towards be was somewhat "offish", but I subsequently realized that she had been this route before and she was dealing with a very uncompromising manager. I had even offered to pay the deductible commission which had been paid by the hotel, to Hotels.com, and come to some sort of compromise. BEWARE!! This Manager just will not budge, as I have subsequently read numerous reviews of others'.