I am extremely upset with the lack of customer support I have received after trying to cancel a much needed vacation due to scheduling of a major surgery. Our trip was planned for 7/5 - 7/9/18 at the Berkeley in Las Vegas. Unfortunately, a surgery I needed was scheduled 7/10/18. I texted the person I had been in contact with over about 6 months directing not to process my payment because I would not be able to make my trip. Unfortunately, my request was not honored. Why keep my hard earned money for a stay I cancelled 7 days in advance. I have worked as an office supervisor for Ashley Furniture Homestore for 15 + years and customer service is my specialty. What I got from Suzy, the representative lacking customer service skills, was anything but supportive. I have hospital documentation, bank statements causing financial problems and text messages dated and time stamped. I was told that since I called after hours....too bad....my money will not be returned. I am hoping to get my refund issue taken care of by a true customer service representative. I am trluly rewarded when I can resolve problems for our customers and I have high reviews to show it. I'll be patiently waiting for a response.