I have stayed in many hotels but I have never known of a hotel to close so that when someone arrives after they "close" they cannot check-in. I was fully aware of the option I booked but it was not listed anywhere on the website that this hotel closes from 12 am - 9 am. My family (we have 2 small children) arrived after midnight and all I wanted to do was check in and put my kids to bed(they were so tired). Upon arrival, no one was at the desk and there was no access to the lobby. We had to wait inside a little foyer as we waited for someone to help us, we called the hotel, knocked on windows, and even called the fire marshall on accident. After sitting there and waiting for 2 1/2 hours we were forced to find another place to stay. So I had to get another Uber and try to find another hotel. I asked for a refund and they refused. Ok, I get that it said non-refundable but there are instances where you have to be willing to work with the customer. Had that information been printed or communicated to me, I wouldn't have pushed the issue. But it was not, and I could not check-in. When a business isn't willing to be flexible with its policies it tells me they don't care about its customers, they only care about $$$...that's not the type of company I want to do business with.
