Deplorable Cancellation Policy
24/10/2016 Kim S, Bismarck, North Dakota
My husband's grandfather passed away last week. I tried to cancel our room for Saturday with more than 24 hours notice. I had to cancel because the funeral was on Saturday and we would be unable to ma... more
My husband's grandfather passed away last week. I tried to cancel our room for Saturday with more than 24 hours notice. I had to cancel because the funeral was on Saturday and we would be unable to make the trip to Aberdeen. When I called the 1-800 number listed in the email. The woman who answered was polite, but insistent about the policy. I think it is ridiculous that I was charged over a $100 for a room that I'm sure they could have filled over the busy weekend. Apparently a death in the family means nothing! less
bwgmAberdeen, General Manager at BEST WESTERN Ramkota Hotel, responded to this review
Dear Kim S.
I want to sincerely express our condolences on your loss. In review of what I believe was your reservation it appears you booked through a third party. While these websites and agencies provide an exceptional value they come with specific criteria. The rate is lower but the caveat is that the room is non cancellable and often non-refundable, regardless of the circumstance and the guest must accept those terms and conditions when making a reservation. In an event like this the fallout is deeply troubling. We do encourage guests to contact us directly when making reservations and while the rate may not be as deeply discounted our standard rate has a much more flexible cancellation policy, with late check-out and early check-in options available as well. We do work diligently with our third party vendors and in circumstances like this make every effort to coordinate a discount or refund on your behalf and if that is possible I'd be happy to be of assistance. Once again our condolences on your loss.