Best Western Summit

Guest booked reservation through ***, guaranteeing room with credit card, for late arrivalWe have a Hour cancellation policy as stated on our website and confirmation letters. Guest insists *** did not tell them about cancellation policy, so they need to take this issue up with ***In my
experience, *** Tour agents are very thorough and email and or print confirmation letters for Eevery guest. By booking a room, they have agreed to our policies and proceduresReservation was booked at 3:PM on 11/Guest called at 5:24pm on 11/attempting to cancelThe male party then proceeded to shout at my staffCalled again on 6/Once again explained policies and procedures, male party continued to be irate and yell even though he was told twice about policiesExplained that when he gave his credit card to *** he authorized them to make a reservation on his behalfAny issue he has with cancellation, or not being able to cancel, he needs to take up with his local agent who booked the room for him, as our policies are clear and well statedA plea of ignorance does not change the fact that same day reservations are non-cancellable. Thank you for your assistance in this matter. Sincerely,Kristina ** *** Front Office ManagerBest Western Summit Inn***