Yosemite Southgate Hotel and Suites

Took our granddaughter on a trip to Yosemite and found this gem in Oakhurst. Room was beautifully appointed, clean and the customer service was exceptional. Would definitely stay here again!

Great hotel & great location. Staff was very lovely at check in

We had to end our trip early because of a family emergency. At approximately 1:00 PM on July 23, 2026, we left our room, returned the room key to the front desk, and asked for written confirmation that we had left the hotel early. The night before, I had already contacted Trip.com, the booking platform I used, and was informed that our prepaid reservation was nonrefundable. I understood and accepted that. To be absolutely clear, at no point during my interaction with the front desk did I ask for a refund or compensation. My only request was written confirmation that we had returned the room key and left the hotel. The front desk clerk insisted that she could not check us out because our reservation remained active until the following day. I told her that I understood. However, because we were leaving the hotel and returning the room key, I asked only for written confirmation that the key had been returned and that we were no longer occupying the room. I explained that this was for security and record-keeping purposes. Since the reservation would remain active overnight even though we had already left, I wanted clear documentation that we had returned the room key and were no longer occupying the room. If any safety issue, unauthorized or illegal activity, or other incident occurred in the room after our departure, there would be a record showing that we had already surrendered the key and left the property. Unfortunately, the clerk repeatedly interrupted me and continued talking about the hotel’s no-refund policy, even after I clearly explained several times that I was not asking for any money. In a condescending manner, she told me twice, “I don’t think you understand what I mean.” In fact, she was the one who continued to disregard and misunderstand what I was actually requesting. I am Asian, and my partner has a lighter complexion. Her behavior changed immediately and noticeably when he entered the lobby. He repeated the same request I had already explained—that we only needed written confirmation that the room key had been returned. Unlike her response to me, she spoke to him politely, was noticeably more accommodating, and then agreed to type a letter. Even in the letter she eventually provided, she continued to disregard our actual request. The letter did not confirm that we had returned the room key. It merely stated that we had “decided to check out by 1 PM” and then again emphasized that no refund was available—an issue I had never disputed and had already confirmed with Trip.com the night before. I have attached a redacted photo of the letter provided by the hotel. As shown, it does not confirm that the room key was returned. Instead, it focuses primarily on the no-refund policy. The letter therefore still failed to provide the simple confirmation I had requested. It appeared that the clerk was more focused on repeating her own position about refunds than listening to and addressing our actual concern. No guest dealing with a family emergency should have to endure such dismissive and condescending treatment over such a reasonable request. I hope hotel management reviews this incident and provides appropriate customer-service training. Based on this experience, I would not choose to stay at Yosemite Southgate Hotel again.