In February, I booked two rooms online at the Days Inn in Niagara Falls as I was attending the half marathon in early June. The reservation, for 2 rooms, had only ONE reservation number. A friend used her discount at another hotel so I cancelled the reservation, quoting the ONLY number I was provided when I made the reservation. I thought all would be ok and didn't worry about it. After all, you only get one number, you cancel THAT reservation correct? Well, not when it comes to Days Inn. After the early June weekend, I received a "hope you enjoyed your stay, please rate us" email from Days Inn. I filled in the comment section with "I cancelled my reservation, here's the cancellation number" only to receive an email from the hotel manager telling me nope, one room was not cancelled and I was charged $123.17 for it. Calling her to explain the situation after sending her the reservation AND the cancellation emails resulted in nothing. She wouldn't budge, referred me to the website to deal with customer service. I get on the phone with someone named Nadine who explained to me that the procedure was that they had to "ask" the hotel to credit the entry and if they said no, then a cheque would be issued. After much debate I agreed to it. 3 weeks later I received a cheque that I deposited at my bank. Trouble is that I live in Canada and the cheque was in US funds. So I got dinged for the exchange. All this could have been avoided if the hotel manager did what she should have done, cancel the charge to my credit card. It would have taken 2 minutes. Yet, she refused and never responded to any of my emails. When I discovered that I was, again, out of pocket I emailed Nadine (with the "count on me" on her email signature... yeah right...) but never heard back. I assume that my email is now in the recycling bin, never to be answered.
In this day and age, why can't one system talk to one another? Obviously Days Inn is still in the dark ages.
I will never, ever, ever stay at this hotel again. I prefer to spend double the amount than to give my business to them.