We had stayed here in Janurary and enjoyed it,so we decided to book another stay.We booked another stay a few wks later and the day before our stay my mother had a heart attack and we phoned to reschedule at a later date,Hotel accomadated with a 21.00 fee(no problem).once we arrived at hotel,the clerk informed me that i owed 62.33.i explained to her that we had already paid online including the date change fee.She indicated that it didn't show that on the computer .i asked to speak to mgr and she stated that the mgr would be in on next morning,so i decided to pay and resolve the next morning.Next morning i walk in and the gentlemen b/h desk said the mgr wasn't in but thought he could help.i explained issue and he looked it up and said that i would need to speak to Liz on monday being that she intially handled the issue(check-in person should have been able to see and call Liz to resolve).We left and made several attempts on Monday and Tuesday but noone ever answered the phone.I had to call Hotels.com to resolve and week later with no refund,but hotels.com was very helpful and assured me of a refund.Big breakdown in management training associates,customer service skills,atonomy to resolve customer issues,drilling down,communication,and no sense of urgency.