* Hurricane approaching where I live * Call to find out policy on such * Was told by Martha that I could cancel without penalty, given customer services # to call ( Language challenge /it was difficult communicating) * Caller customer service, it was a chance to win a $100.00 gift card. Told Briana I didn't want it I just wanted customer service. Briana's response was you have to do this first. I said " this is frustrating" Briana's response was something to the effect" your frustrating"! I hung up" *I then called another customer service # I found. This was answered by Yolanda. She was very nice and helpful but once again, difficult to understand. Once again it was frustrating! She reported that you could only cancel at Massachusetts location. I told her that we wouldn't be able to get there due to the storm. She said she would have to get policy for the Pocono location and put me on hold several times. We finally got to a place where she said we could put the deposit on hold( which Wendy said you couldn't previously). I agreed to put the deposit on hold! WOW that process was PAINFUL! For such a large organization I would think you would have a better system in place for (not just a hurricane) any thing. Also by the way, I called the Pocono facility on Tuesday 8/17/2021 it directed me to leave a voice mail, which I did. Today id 8/20/2021 and I have yet to receive a call back. *As a customer service representative, I can tell you, your customer service needs to be reevaluated ! If you were to listen to the recordings from that day, I believe you would agree! *I will go eventually(having a deposit of over $900.00, but I will certainly not recommend your facility. * There is actually so much more! The reservations were under Scott Gardiner for 8/22/2021-8/24/2021. My name is Cindy and I handled the reservations and cancellations. Feel free to call me at [protected] or email me at cindy.[protected]@coldwellbanker.com.