I am very disappointed by the way this situation was handled.
My wife required urgent medical care, and despite the circumstances, the hotel showed absolutely no flexibility or empathy. Beyond the strict cancellation policy, what was most shocking was the complete lack of assistance or concern during a real medical emergency.
At no point did anyone offer practical help, such as calling an ambulance, assisting us, or even asking whether we needed support while rushing to the hospital in a foreign country.
I understand that hotels have policies, but basic human consideration and customer care should come first in situations involving health emergencies.
Unfortunately, this experience left us with the feeling that administrative rules mattered more than the wellbeing of guests.
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