Hotel staff ignorant of hotel policies
I booked a one-night stay at this hotel through hotels.com. I intended to book it for the night of July 8, but the booking process was confusing and, when I arrived at the hotel on the night of July 8, I found that I had accidentally booked it for the night of July 9. The hotel was full on that night of July 8 but the gentleman working at the desk assured me that the reservation for July 9 would be cancelled and my money refunded. I then went to a different hotel, paying for a room and staying there. When a ($120) charge appeared on my credit card bill, I called this Sonesta Westlake hotel. They said that they couldn't do anything: they had a 24-hour cancellation policy and this was less than 24 hours. I would need to call hotels.com. I called them. They checked with Sonesta and said that nothing could be done. My quibble is not with the policy but the fact that this hotel employee assured me that the money for my cancelled reservation would be refunded. It's clear that he didn't understand the policies of the hotel he is working for.