The hotel is operated by heartless people who prioritize profit over their guests' well-being. I experienced a medical emergency and requested a reservation change, not a cancellation, without penalty. I provided a letter from my doctor stating that I CAN'T travel due to health issues, but they still decided to charge the full amount. It's shocking how little empathy some have. I've stayed at this hotel before, and as a senior citizen in a serious situation, I expected more compassion. Instead, they didn't care. What a pity.