Best Western Plus West Akron Inn & Suites

Initial Business Response /* (1000, 5, 2016/06/27) */
To whom it may concern,
We have not been playing "hide and seek" with Mr [redacted]. I have responded to each of his messages. Mr [redacted] was not only past his 48 hour cancellation policy (given to the group due to a discounted rate)...

but also past the hotel's general 24 hour cancellation policy, as well as way past check in time (3pm).
I have informed Mr [redacted] on numerous occasions that the decision still stands. There will be no refund given as the reservation was past the cancellation window, a policy he was aware of. When Mr [redacted] called to attempt to cancel at 10PM the night of the reservation, he acknowledged that he was aware that he was past the cancellation policy window. We offered him a discount on a future stay which he did not want.
Best Western did not cancel his reservation, had they cancelled it Mr [redacted] would have been provided a CXL # and the reservation would have been cancelled from the system entirely.
The owners do not get involved in day to day transactions, that is why I am here, as the General Manager and the decision maker. Even though this is the case, I have spoken to them and the decision is still the same.
This case was also closed by Best Western International.
I am the decision maker, and the decision still stands, no refund will be issued.