I booked a room and less than 10 hours later, I got a call that my father was in critical condition. I had to leave immediately and drive four hours back home. I called the property twice and also contacted Expedia. Unfortunately, both kept pointing fingers at each other over who could process a refund, and in the end, no one helped.
As someone with a background in hospitality, I understand policies—but I also know that genuine emergencies should be treated with empathy and flexibility. This experience was incredibly frustrating and disappointing, especially given the circumstances.