If you book online, there should be clear instructions regarding additional deposits. I booked a room online, tried to call the hotel to report I wouldn’t be able to check in until late, but there wasn’t an option to leave a message and no one answered the phone for 20 minutes. When I checked in at 2 am, they told me I needed an additional $200, then changed to $300 deposit. I didn’t have my credit card on purpose, as no one mentioned I needed a deposit and they REFUSED me accommodations and of course, no refund on the original booking. If your policy is to have a deposit paid, this needs to be clearly stated once you book.
No one should be refused who has booked online. This policy is terrible and so is your business model. You should be ashamed of yourselves.