disappointing
By A Yahoo! Contributor, 6/10/07
My husband and I had been looking forward to staying at the Swan Hotel, after seeing the lovely internet photos etc. Unfortunately we had to cancel our reservation due to personal reasons. We were surprised to find out that there was a 72 hour 'window' for all cancellations and that, as I was canceling 48 hours before our reservation, we would have to pay the full room charge!
We think that their 72 hour cancellation policy is unfair and does not take into account that, due to unforeseen circumstances, sometimes 'plans' have to change. We had hoped for some compassion and understanding with regards to our circumstances.
It was also frustrating that we couldn't talk with the hotel owners directly and had, instead, to deal with a 'call centre'. We found that the operator was neither sympathetic nor helpful