2/10
Garbage management. Not willing to help and have strong lack of customer service. We had to cancel last minute due to an unforeseen issue. Hotels.com stated itโs all up to the hotel for any refunds, hotel stated you have to go through hotels.com. A lot of back and forth. Additionally, both the hotel and hotels.com cited strict cancellation policies, which to their credit is plainly listed. Please understand that all hotels have discretion to cancel a reservation or not. Even if it goes against the stated policies. I had two nights booked and originally they stated the full two nights for both rooms will be charged the full price. After multiple conversations between me and them, me and hotels.com, and them and hotels.com the management informed me that they could cancel/change the reservation for at least the second night. Charged only for the first night. For over an hour on the phone, they both stated that there is nothing that can be done. No mention of changing the reservation to avoid the full charge. They had plenty of opportunity to mention this up front. Just like most hotels, there are policies in place to avoid empty rooms when they could be fully booked. But based on the conversations, they were willing to hide any possible options to ensure the full amount is charged. The Copper Hotel is not a place to stay. They are willing to lie to you.
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