I am leaving this review to share a deeply troubling experience I had while attempting to cancel my booking due to the sudden death of a close family member. Understandably, this was an incredibly difficult time for me, and the last thing I expected was to be asked to provide pictures of my deceased relative as proof of this personal tragedy.
Michelle from the hotel insisted on this insensitive and inappropriate request, which added unnecessary stress and discomfort during a moment of grieving. While I understand the need for documentation in some cases, requesting photos of a deceased loved one crosses a boundary of common decency and respect.
I informed expedia agent who was very helpful in trying to communicate with the staff that I was not in a position to provide such proof and explained that official documents would only be available at a later time as the death literally just occurred. Despite this, I was pressured for photos, which I found utterly disturbing.
I am sharing this review not out of spite but to ensure that no other customer has to endure such an insensitive and humiliating request. I hope the hotel revisits its policies around cancellations due to bereavement, ensuring compassion and empathy drive their process rather than rigid demands that disregard the human element of these situations.
Please, consider this feedback seriously and treat your guests with the kindness and respect everyone deserves during their most vulnerable moments.