I am very disappointed with how the staff handled a personal emergency at the Quality Inn at 18830 Harbor Country Dr, New Buffalo, MI 49117. My reservation was booked through Hotels.com and I was traveling to this area for a particular business purpose; however, a couple of days before my travel, my mother-in-law had a major medical emergency. I canceled my plans so that I could hold vigil with my family. I contacted this location twice and asked for a refund since I had just experienced some extenuating circumstances, and both times, my request was declined. I had a reservation for another hotel in connection with this trip, and that hotel never questioned my request for a refund which was granted.
I am very disappointed in this level of customer service, and I will never use Choice Hotels again.