Hotel told me cancellations had to be made in person, so I showed up 8 minutes before their deadline
A few years ago I booked a small hotel room for a weekend event about two hours from home. Plans changed several days before the trip, so I called to cancel.
The employee told me they couldn't process cancellations by phone and that their policy required the person who made the reservation to come to the front desk with ID.
I thought I'd misunderstood because... that's insane for a hotel. I asked whether email would work, whether they could verify the card, anything. Nope. "Cancellation must be done in person before 6 PM the day prior to arrival."
I asked them twice to confirm the deadline and wrote down the employee's name.
Fine. The day before the reservation I happened to have another reason to be in that area, so I adjusted my plans and walked into the hotel at 5:52 PM.
There was one employee at the desk and a line of about six people checking in. I went to the back and waited.
At 5:59 I was still in line, so I politely called the hotel's front desk while standing about fifteen feet away. Same employee answered.
I said, "Hi, I'm calling to cancel my reservation before 6. I'm currently standing in your lobby because your policy says I have to do it in person."
She looked up, saw me holding my phone, and said cancellations couldn't be made by phone.
I said I understood and that I was physically present, with ID, before the deadline. I just wanted the time documented because their check-in line was preventing me from reaching the desk.
Apparently this required the manager.
He came out irritated and told me that since it was now 6:04, technically I'd missed the cancellation window. I showed him my call log, pointed at the security camera over the lobby, and reminded him that I'd arrived before six specifically because their staff insisted I physically appear.
He disappeared into the office, came back about five minutes later and cancelled it without a fee.
Then, while I was still there, he told the employee that from now on they could accept cancellations by phone as long as the guest verified the reservation details and card.
So I drove two hours to follow their stupid rule exactly, and apparently that was what finally convinced them the rule was stupid.