We booked two nights at the hotel through a third party. We phoned the first night to tell the hotel that there was a freeway closure due a wild fire, which prohibited us from being able to check in until the next day. The freeway closure and wild fire were all over the news so the staff knew the claim was legitimate. We had to find a place to stay where we were stopped for the night. The staff member was very nice on the phone and said it shouldn’t be an issue at all to change our arrival date to the next day. However, when she realized we booked through the third party vendor, she said the vendor would need to contact the hotel and they would refund through the vendor. Immediately after speaking with her, we spoke to the third party vendor and they reached out to the hotel. When we arrived at the hotel the next morning we spoke to the front desk personnel who told us it would need to go through the manager and the manager was not there at that time. When we checked out the following morning, we spoke with front office personnel again and we were told the manager would be there the next day and it would be handled then. When we arrived home, we received notification from the vendor that the hotel would not process the refund. This is extremely poor business practice, especially for a hotel with only thing going for it is the location. The fact that it was no problem at all to change the date of arrival without penalty until they realized they would have to refund the vendor is completely unacceptable. I will be leaving a poor review on every booking site.
