Had to cancel my reservation during the memorial Day weekend. Missed their deadline by 4 hours. No leeway, flexibility or consideration given for frequent business traveler - even got Starwood to call directly. Learned that the hotel is even overbooked, so they will collect the one night rate from me (cancellation penalty) AND collect full tariff from someone else for the same room on the same night.
Terrible policy - and strict adherence only alienates potential clients.
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