My issue is a customer service issue. As I arrived from the flyaway around 11:00 p.m. on a Friday and checked in for the first time to an Express I quickly went up to my room and started dosing off when I received a phone call not even an hour later in regards to my sister who was involved in a serious automobile accident. I quickly jumped out of bed and ran to the hospital. The next morning I called customer care. They said more than likely the management would understand and be able to either refund my stay or give me a significant discount being that I only occupied my room for an hour or so. I had not heard back from management until Monday around 3:30 p.m. Surprisingly the manager said there was nothing she could do as the maids report indicated a full cleaning. HUH??? changing the sheets and cleaning a toilet is considered a full cleaning. Anyway, she offered no sympathy and ended up charging me a full night's stay. This is definitely a Hotel I will not return to ever again nor recommend to anyone for the lack of customer service that they provided me. I don't wish this upon anyone but if it should happen ask the hotel what they can do if an emergency occurs before you pay them.
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