We have stayed here often, in fact for years, when we come from Portland to spend the holidays with our family in Redmond. Yes, it's my fault that I did not see the small font when I booked, that said non-refundable. We did not anticipate an out of the ordinary snowstorm that made all the passes from Portland to central Oregon nearly impassable. In fact, none of our family from outside of Redmond could make it there. I called over 48 hours before our reservation to let the front desk know we may need to cancel if the roads didn't improve and was told that she could not give me a refund based on my reservation. Since I did not want to be out nearly $500, we attempted to make it. When it became obvious over 24 hours before our trip, that it was not safe to travel, I called to cancel and asked for the manager to call me. I never received a call. I emailed the contact info for Choice Hotels, the parent company of Comfort Suites, and received an email a couple of days later that, since their hotels are individually owned and operated, I would need to contact the hotel directly. My husband has now called THREE times, only to be given the same message that the manager would call him back. It has now been nearly three weeks of phone calls. Do you think a manager has called? Of course not. I get it....we booked on a non-cancellable reservation, but you can't even give us a call???? What if instead of a snowstorm, it was COVID that would have caused us to cancel? Guess we'd have to drive there anyway and stay in your hotel so we don't lose our $500. This did not just happen to us, but also our sister whose flight from Juneau was repeatedly cancelled due to staff shortages and the snowstorm in the Pacific Northwest. Absolutely NOTHING she could have done to get herself from Juneau to Redmond, Oregon, without a boat or an airplane. After years of being a repeat customer of this hotel, we will no longer be returning. Good luck to anyone who wants to get ahold of the manager of this hotel in the future.
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