I had booked this hotel to visit Taxco with a friend. We were super excited to go, but then she had a medical emergency a couple of days beforehand and were no longer able to make it. We immediately called the hotel and it was very difficult to reach someone. When we finally did, we told them the situation, and even told them her doctor would provide a letter stating she could not go, and they said they couldn’t do anything and that we had to wait until the Marketing Manager (?!) got in the following day. We were so confused as to why we would need to talk to the Marketing Manager and asked to speak with the hotel’s General Manager. The woman on the phone said that she was the GM and didn’t have the authority to decide on a refund, which I find very strange.
Long story short, we went back and forth for two days calling and emailing and never got a response. Expedia’s customer service had to handle the issue and the hotel refused to let us cancel and get our money back. Almost $200 wasted. SMH, never again!