Originally had a booking & had to cancel unexpectedly due to an emergency. We're moving between provinces, so this was a 1 night stay. The person I dealt with was wonderful & the hotel manager allowed us to cancel without penalty. Our horrible experience was when we rebooked for a night & had our daughter go ahead to check us in & set our 2 cats up, we were still dealing with things & loading a moving truck. She said this is what she was doing. I arrived at the hotel at 12:30 am after a very long drive from NS, my husband at 2:30 am, both of us exhausted! I woke up around 7 am & called the desk to ask for a late check out due to the circumstances. He said that he would check with the manager, but if it was allowed, it would be $29.95 plus tax. We agreed that if it was ok, he wouldn't call back, to allow us to sleep. I was to go to the desk before 11 to pay the fee. I went to the desk at about 10:45 to be told that because my daughters was no longer there, they could not allow the late check out. For the record, we were requesting a check out of 1pm (regular is 11am), due to having to wait for a family member to come 2 hrs for our cats, we had forgotten we wouldn't have room to put them & all of their stuff as the car was full. I asked him to check with his manager & to please say it is the same people that had to cancel due to a family emergency. He said that was policy. I'm sorry but exceptions can be made! Horrible & insensitive customer service! The hotel was not busy!