We suppose to check in at 15h but we had an emergency situation so we told Kate we would arrive at 18.30.
We were in our way to the place and about at 18h she told us we couldn’t check in before 19h. We explained her we had an appointment at 19h in the opposite side of the city so it was very inconvenient for us.
She said to us she it couldn’t be earlier than 19h so she would cancel the booking and wished us good luck finding another place with so little time.
We had to go with all our luggage across the city to our appointment and yet look for another place to stay due to the cancellation but she refused to give us the refund!
No one deserves to be treated like that. If she had a similar experience away from home she would understand how it feels like and maybe she would develop some humanity.