My family made a reservation to stay at this locat...

My family made a reservation to stay at this location for a friend's wedding. We booked about three weeks in advanced and received a discount based on the booking, but unfortunately our three year old came down with hand-foot-and-mouth disease five days before the event. The disease is highly contagious and for the safety of the hotel and wedding guests, we tried to cancel our reservation a full five days before our check in date. The front desk told us that there is a no-refund policy on our type of advanced booking. When I told them it was a medical emergency and explained the situation, they stated they sometimes make exceptions for reasons such as these and transferred me to a manager to leave a message. I left a message on the Sunday prior to our Thursday reservation. Nobody got back to me. When I called to follow up on the Thursday of the reservation, the front desk person, Josh, told me that he had a note in the system to not refund us and he was unnecessarily rude about it. When I asked to speak to a manager directly, he told me that none were available. He then transferred me to Central Booking where the agent had absolutely no authority to do anything about our reservation. I called corporate customer service to explain the situation and the agent was very helpful. She called the Bozeman location directly and spoke with the manager. She came back and told us that a manager would call us directly. It took her about a half an hour but the manager, Kalea, called us back and I explained the situation, including that our one year old now has the illness and is covered in the tell tale blisters. Kalea told us that their policy is very strict and that they would not refund us under any circumstances. I'm including a picture of my older son's hands for emphasis about how serious it is that we do not bring our highly contagious children to their hotel. DO NOT BOOK HERE if, for any reason, you might have to cancel because they do not care about you, your family, or the safety of the other guests.

Incidentally, after posting this review on Yelp, I saw that the most recent review before ours, written by Amy K, stated that the same manager was able to take care of their reservation cancellation because they had a family emergency. I'm not sure why they made an exception for a different family's emergency and not ours. Discrimination perhaps?

Update: corporate customer service was amazing while trying to resolve the issue and ended up refunding us the full amount. The agent also informed me that the staff at Bozeman were very rude to her for calling to try to resolve the issue.