We had booked a superior room at Best Western Plus Waterbury – Stowe for July 26th, but due to an immigration-related border issue, we couldn’t cross into the U.S. I immediately contacted Hotels.com and explained the situation in good faith, hoping for flexibility. Despite multiple attempts to resolve it, the hotel refused any kind of refund, credit, or even a partial reimbursement for the $400 stay.
I understand cancellation policies exist, but in 2025, customer service should account for legitimate, unavoidable circumstances—especially for international travelers who want to return. This lack of understanding and refusal to offer even a future stay credit was deeply disappointing.
We were regular travelers to Vermont and had planned to return, but sadly, we’ll be avoiding this hotel—and likely recommending our Canadian friends do the same. Losing $400 may mean nothing to them, but for us, it was a frustrating and disheartening experience.