A colleague and I booked rooms in conjunction with the Ride to Conquer Cancer's annual fundraising event that was overnighting in Sundre. Partway through the ride, we were informed by event organizers the ride needed to be cancelled due to air quality and health concerns. We called the motel soon after learning and spoke to a lady and informed her of our need to cancel our reservations and she confirmed our cancellation with no further comments. Approximately 6 hours later I received a call from a gentleman at the motel enquiring if we were still checking in for the evening. I summarized our call from earlier and the gentleman informed me we were responsible for full payment as we hadn't cancelled our reservation through Expedia. I communicated my concern that we were not informed of the need to do so when we spoke to someone at the motel earlier to which he reiterated we would be responsible for full payment, said goodbye, and hung up on me.
While we appreciate there are policies relating to cancellations, we would have been far more understanding had we been informed during our initial communication of any charges and we feel the communication received 6 hours later was insensitive at the least and plain rude at the end of a challenging day.
To be clear, we were instructed by health officials it was unsafe to carry on to Sundre.
If customer service is important to you as a traveller, I would strongly recommend not staying at the Parkwood Motor Inn.