Called to alert the hotel that we would not be bale to make our scheduled appointment due to current issue with a broken down motorcycle and waiting for dealer to get parts and make the repair and that we would need to unfortunately cancel our reservation. They didn't seem to care anything about the situation other than to inform us that we would NOT get a refund, because we were within the 24 hour window and we could not cancel under any circumstance.
Asked if the person could let us talk to management - they said they were not available, but they would try their hardest to convince them to refund us - which we highly doubted, since they already told us no refund would be available. I would have perhaps expected management to try and call us back, but they never reached out and just charged us.
The best part was them telling us to either just get a loaner bike or rent another bike, come stay at their hotel and then return home and deal with our bike issue. I explained we were on a trans continental trip out west and were now heading back east to home in VA. Again they wondered why we could not do what they had asked. I am almost 400 miles away from you heading east, and you want me to go stay the night on a rental or loaner bike, drive back west almost 400 miles, get my bike and then head home, driving the same miles again. WOW
This was not the first time on this 15 day journey that a motorcycle in our group had an issue and we had to take these actions; however, this was the only hotel that did not care about our plight - all others understood and did not charge anyone in the group - this one only cared about their money. We were even able to rebook later once the repairs were made, as we continued travel at these other hotels. Unfortunately we did have to truncated some of the trip and will later on try to get those other areas in another trip and plan to use the same hotels we had to cancel.
As a result, this will be the only hotel not to get a rebooking on our future trips to this area. We even had a hotel in this area that was pre-paid, required a 10 day notice for cancellation or lose your money, maybe getting a partial reimbursement if they could re-book the room. This small hotel about 10 rooms was more than understanding, wished us good luck, safe travels and provided a full refund. We are trying to get even more riders to go back to the area in the spring and be certain to fill that hotel to capacity if we can.
Your lack of compassion and only concern for the money tells a lot about your business model, employees and practices. Thanks but no thanks...
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
This response is the subjective opinion of the management representative and not of TripAdvisor LLC