Most horrible experience we have ever had. Custome...

Most horrible experience we have ever had. Customer service is at -10000000. We had trip booked and our 1 year old got very sick, so we called to reschedule. THEY told us to cancel and to call back when their manager is in on Monday (2 days after our call). We called non stop to hotel and manager and No one was picking up. When days after they finally did the manager said they are following their Cancellation policy and cant reschedule or do anything. THEY TOLD US TO CANCEL TO BEGIN WITH! Reassuring everything will be fine!!!! So now we lost $1,000+ for the rooms! Cannot believe a place with such a name can have such horrible service! We stayed in many great expensive hotels and in Ritz in Moscow and always had great customer service: the bigger the name - the better the service as IT IS actually what you pay for. Stay away! Spend your money on other hotel that actually cares about its guests and can provide you with great vacation!