I’m genuinely tired of this.
At least once a week, we get calls from guests asking for refunds on non-refundable reservations. Our hotel offers a discounted advance purchase rate, but it is clearly marked as NON-REFUNDABLE at every step: before booking, during checkout, and again in the confirmation email. And it’s a big font!
I understand that emergencies happen. Plans change. Life happens. But our ownership closely reviews every cancellation, and we have very strict policies regarding refunds. As much as I may sympathize with broken leg, pregnant niece, or canceled flight, I’m the one who has to justify any exception.
So please, only book a non-refundable rate if you are absolutely sure you’ll be able to travel or if you’re willing to accept the risk in exchange for the lower price.
Today, I had a guest call to cancel his non-refundable reservation. He insisted that it was actually refundable, even though I could clearly see that it wasn’t. When I explained the policy, he asked to speak to a manager because he didn’t believe me. Well, guess what I am the manager.
Could I make an exception? Sometimes, yes. But if you try to argue, misrepresent the facts, or gaslight your way into a refund, you’re making that much less likely.