Musicsmith Shop

The guest contacted our company on 10/25/16 to change the room type. Unfortunately, the booking that the guest booked was a NON-REFUNDABLE booking as stated by the hotel, [redacted] Express Denver Downtown. Our company and the guest must adhere to the hotel's cancellation policy as stated...

in the guest's reservation receipt. The guest was notified and agreed to this policy upon paying for the booking (please see attached reservation receipt - cancellation policy is in print). Once we notified the guest that we could not change the room type because there was a NON-REFUNDABLE policy in place, she stated that she would dispute the hotel booking with her bank. This policy was not set by our company, it was set by the hotel, [redacted] Express Denver Downtown. We are being charged in full by the hotel for the guest's booking, therefore the cancellation policy must be upheld. We have yet to receive a dispute from the guest's bank or our merchant services.