terrible customer service

My girlfriend was up in your area tonight and we were struggling to find her a place to stay. I spent an hour or so tracking down a hotel room, which I found at this hotel. She is in the area at a memorial service for a loss very close to her. And within about 10 minutes of me making the reservation (which i wanted to pay for so she wouldn't have to), she found alternative arrangement with the family. I immediately called and spoke with the front desk clerk, and she assured me it would be cancelled, no problem. I then received a call back from her about 20 minutes after the fact, saying I would be charged 25% of my reservation fee because she had already processed my payment. This is simply unacceptable. She assured me on the phone that is was cancelled, for one. And for two, it was a reservation that was 10 minutes old and my reservation being in the system did not keep them from renting any rooms.
Jay Reynolds

My ratings for this property
	Location
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	Service