My wife and son booked your hotel for the nights of June 24 and 25 while attending the New Student Conference at Texas A&M. Upon check-in, they were informed that there would be no running water between 10 PM and 6 AM due to scheduled maintenance.
Given the importance of having access to water in the morning, especially while attending a university event, they had no choice but to leave the property immediately. They were in the room for no more than 15–20 minutes and did not use any amenities.
Initially, the front desk stated that the first night was non-refundable. However, after my wife expressed how unreasonable it was to expect guests to stay without water, the manager agreed that the first night would be refunded within 4–5 business days.
Despite this promise, no refund was issued. I followed up, only to be met with dismissive and rude responses. The hotel later claimed no refund would be provided. I escalated the issue to Hotels.com, but was again told the property declined the refund based on its internal policy.
This situation is unacceptable. My family did not leave due to preference—they left because the room lacked a basic necessity. I respectfully request an immediate refund for the first night as originally promised.