We were supposed to have stayed overnight due to a family member living in Bournemouth being very ill. We were devastated when my cousin died the night before. I phoned to cancel that night but was told that their policy was no refund. I explained that we didn't want a refund but to use the rooms when the funeral took place.
The manager phoned me the following morning to tell me that there are no refunds and that when I knew when the funeral was taking place to phone them and they would give me a discount.
Due to the extenuating circumstances I thought they would be more accommodating but obviously not.
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