How do you spell AVOID?
Firstly, I’m a diamond member who essentially lives on the road. I seldom even see my itinerary until the day I travel. I politely called this property to cancel so as to position myself closer to my customer. I was told I’d have to pay for the night as a penalty for cancelling. 24 hour notice, period. It strikes me as an absurd policy since the inconvenience this has cost me in this instance will surely cost the property more over time and assures that I will not only never stay there again but will advise others not to as well.
My experience was memorable. Inept front desk staff unsure of what they could do, yet they constantly uttering how much they “understand” my position. Right. OK, keep me for a night and lose me for a lifetime. Your choice. 
Cookies were from last week ? Disgusting. Room was tiny, smelly with no air and without a view (city view = ugly building facing). Water view = save your money and book somewhere else. 
For what they charge put your money to better use at another property. Manager of the property is clearly short sighted and he certainly doesn’t understand his clients, most especially the diamond member clients who are in constant flux on the road. OK, go ahead and make me stay tonight and lose me for a lifetime. I understand this property now and appreciate the lesson in customer service. How do you spell AVOID?