In my opinion, if the website very clearly states the policy is 24 hours, it should be 24 hours. I asked to speak to a manager and, although she read the wording I told her, she said it actually had to be by midnight the night before. When I called, however, I was told that their policy is 48 hours in advance and we were out of luck.

It says, verbatim, “Reservations must be cancelled 24 hours prior to arrival date to avoid a penalty of first night’s room and tax…Check-in 4 PM, Check-out 12 PM” (see attached screenshot) It was the day before we were supposed to go at 1:00 PM, so I figured we were within their policy since it was 27 hours before our reservation. Unfortunately, my husband got really sick right before so I looked on the website to find the cancellation policy. We booked a weekend trip with our friends and were really looking forward to going.

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