My daughter went for a soccer tournament and thoug...

My daughter went for a soccer tournament and thought it was great. I on the other hand had an awful experience. I was out of town and had to cancel my reservation and sent it in through their website. I never received confirmation that they cancelled so I called when I got back in town the day before our initial reservation to make sure. The front desk told me it would be taken care of and 6 days later I was charged for a "late cancellation of $25 which I expected and an additional $188 for the late cancellation. When I called the front desk couldn't help me and sent me to a voicemail of someone they said may or may not be in and they weren't sure when they would be in. I left the voicemail and didn't get a response for three days. In the meantime I tried their website again and left a message. Once again, there was no clarification that they received the message or not. Once on the phone with Jill, she was unhelpful and wouldn't refund me she said "without proof" and told me I need to contact the tournament directors. I did and they ended up telling me it needs to be handled by the Hotel and not them. So here I am fighting over $188.00. Most hotels would handle this with class and dignity and quit acting like it is $1.8 million dollars and keep the customers happy versus choosing to lose a customer and get bad publicity/reviews.