When I found out my flight was cancelled due to a mechanical malfunction, I immediately called Santa Fe Station. I wasn't even going to cancel my reservation, just push my arrival date for the next day. After being put on hold for over 10 minutes, I hung up, went to their website, and e-mailed reservations about my situation, and left it at that.
The next afternoon, I arrived at the property and was told by Selena, the Front Desk Agent, that Santa Fe Station has a 48 hour cancellation policy and since I didn't change my reservation within that period prior to my arrival, I was charged for the night before. Selena, obviously aware of my immediate dismay, showed not one ounce of sympathy or understanding of my position. Just kept repeating the 'policy' while cutting me off mid-sentence as I'm trying to explain to her what happened with my flight. When it was clear that she was in control and there was nothing I could do at that moment, I let her check me in. While she was on the computer, and not lecturing me, I shot off a question "So, if your flight is cancelled, or there's a family emergency and you check-out a day early, everyone is charged for late changes or cancellation?" Her answer was simply, and with more vigor than before, "Yes. Like I keep telling you, we have a 48 hour cancellation policy..."
Looks like I picked the one hotel in America that charges a one night late change/cancellation fee regardless if a situation arrises that's within your control or not. And, if you don't get why they're policy is the way it is, then they've got Selena over there to make sure that you understand it.
TripAdvisor has free and easy resources to help you enhance your listing and promote your property.
- Start Here - Visit Your Owners' Center
- Add Photo
- Add Video
