Reservation was incorrectly made as smoking in the computer system. I always triple check as I have medical diagnoses that make it impossible to stay in a smoking room. I showed my confirmation email to the front desk staff. He confirmed that the email DOES NOT say that it is a smoking room. I had no way to know. If I had known, I would have canceled or changed it immediately (several days prior to arrival); however, as I was unaware, I was unable to cancel. Since we did not know until our arrival, we were required to pay for a room in which we could not stay. When speaking with BW corporate customer service, the representative said that she was unable to step in on the situation as all BW properties are independently owned and operated. She did say that she "hopes the hotel would make it right" since it was out of my control. The asst. manager was callous, insensitive, and refused. She stated, "that's our policy." Indeed, it is. They legally do have the right to charge me since we did not cancel 24 hours in advance. We did receive a warm welcome, exceptional service, and a clean, non-smoking room when we drove a few extra minutes to the BW Plus Arbour Inn and Suites. I highly recommend staying there instead. less