Golden Sands Resort Motel
Complaint 351796 Details

On July 13,2016 we made a reservation at the above motel for a one night stay on August 16, 2016 by phone. We received a confirmation # by email but failed to scroll down the email to see they had a 21 day cancellation policy. This was not mentioned in the phone call and we have checked their web site and there is no mention of their 21 day cancellation policy. Our credit card was charged with the $165.00 on July 13th.
On August 9th I fell and broke my knee, so my husband called the motel on August 10th to advise we would not be able to keep our reservation. There was no mention of the fact that we had already been charged for the room rental.
We received our credit card invoice and my husband called yesterday to ask why we had been charged for a room we had cancelled on August 10th. He was advised to read the email confirmation regarding the 21 day cancellation policy.
I called the motel back to question their policy and was advised by Heidi that they would not be willing to refund our money or any portion of it.
When my husband called to cancel the reservation no mention was made regarding the 21 day cancellation policy.
If we had known we had already paid for the room and the reservation could not be cancelled we could have possibly had a family member or friend take the room for the night.
Is this cancellation notice standard in the hospitality industry?