a week ago
I have never felt so disappointed by a hotel, not because of the property itself, but because of the complete lack of humanity and compassion shown in an exceptional medical emergency. I had a reservation for August 22, 2026. During my vacation in the United States, I was rushed to the emergency room, where doctors discovered a serious medical condition. I had no choice but to immediately cancel the rest of my trip and pay for an expensive flight back to Italy out of my own pocket. As soon as we received the diagnosis, my partner emailed the hotel explaining the situation and asking, purely as an exception, if they could cancel the reservation and refund the night we would never be able to use. We even offered to provide my hospital medical records to prove everything. The hotel never replied. Not a single response. After returning to Italy, I had a family member living in the United States call the hotel. They claimed the refund had nothing to do with them and that Priceline had kept the payment. When I contacted Priceline, they told me exactly the opposite: the hotel had to authorize the refund. In other words, both sides pointed fingers while nobody took responsibility. What makes this truly unacceptable is that every other hotel, activity, and reservation on our trip showed understanding and refunded us because of the exceptional circumstances. Every single one—except Best Western Coral Hills. Faced with a guest experiencing a serious medical emergency, they chose profit over basic human decency. This is not about the cost of one night. It is about empathy, respect, and how you treat people when they are going through one of the worst moments of their lives. Ignoring a guest who offered medical documentation and simply refusing to respond is shameful. I sincerely hope management reads this review. You have all my booking details and know exactly who I am. I would be happy to hear from you if you decide to do the right thing and refund the unused night. If that happens, I will gladly update this review to reflect it.
