I stayed two nights at ‘November Stay in Landmark (hereafter NSL)’ and after two nights of stay (August 20-22), I found that my parents were not feeling well. I had to come back home and check their condition. Their overall health condition looked fair enough at the moment, so I booked two additional nights with NSL for following two nights to manage my work (August 23-25).
The following day (August 23), unfortunately, my parents condition got bad, so I had to call NSL to cancel the reservation which I just made. NSL manager said, “we have to charge a full amount because it's less than 24 hours notice". I explained all situations and even tell them I can show evidence of my parent’s illness. NSL manager told me she will talk to the President of NSL and will back to me. About 30 mins later, answer was still "no" – no exception can be made under any circumstances.
The worst part was, another manager called me around 10pm at the same day, and ask me "sir, why you are not checking in?" I presume that NSL's front desk has two shifts and another manager who are on night duty called me. This implies that there is no "take-over" or any kind of updates regarding what happened with customers. Very unprofessional, zero-flexibility on policy, do not concern about customer’s situation. NSL's only goal is to take every penny from you. I never plan to stay this hotel never again.