We booked two nights at this hotel for our vacation and prepaid for our room. Unfortunately, my wife and I both got very sick during our travels and I ended up in the hospital for four days. We cancelled our reservations at the hotel in advance and explained our situation. After recovering from our illness, I called the hotel several times to see about getting a refund. The desk clerks, Brian and Dakota told me only the manager, Tina Gill, could authorize a refund and they would leave a message for her to call me. No call back. I therefore called Tina several times and left messages. No return call. I both emailed and texted her to explain our situation and requested a refund. No communication. I tried to work through the third party booking company. ReservationCounter.com. They were better at responding but indicated that since the money was paid to the hotel, I had to work with the hotel. After a couple weeks of trying to resolve the problem without success, I turned the issue over to my credit card company for help. Today I received a response from CustomerClub Getaroom, a company I've never heard of before, but in essence they said, "Too bad, so sad but you're not getting your money back." All of the other hotels we booked for our trip willingly refunded our money after we cancelled in advance except the Best Western Arizonian In in Holbrook, AZ. To this date, I have never heard back from Tina. We are very disappointed in the customer service we received from this hotel. less