We made a reservation for a trip to Santa Rosa for a family wedding. As it turned out our family was able to get us a better deal (from a friend) for another hotel in town. We canceled the reservation before the required 48 hrs. I printed a confirm with the cancelation number. The day after the planned arrival date I received a phone call to inform us they would be charging us for one night. Five days and four phone calls later I'm still trying to get it straightened out. Supposedly only one staff member is able to handle this and he isn't there everyday. When I questioned this, the staff member hung up on me. When I called back to confront him about his rudeness he said "I said good-bye first." That is a lie and even if it were true, everyone knows common polite customer service dictates you always make sure the customer is finished before hanging up, by saying something like "is there anything else I can help you with?" You don't hang up in the middle of a conversation. Also, even if I was angry and speaking to him inappropriately, which I wasn't, all customer service reps should know the skills for defusing customer frustrations so they can earn their business in the future, or prevent poor reviews like this. Also if I'd known they don't have AC, like mentioned in a previous review, I wouldn't have made a reservation in the first place. We like to use AC in hotels just to make the room less stuffy, even in winter. Don't stay here. go to the Fountaingrove Inn... very nice and in a nice part of town.