International House Terrible Customer Service/Policy re: "Refundable" Reservations New Orleans Louisiana

I recently had the absolute worst customer service experience that I've ever had with a hotel in my life in relation to their ridiculous "refundable" reservation policy.

I made a 3 day reservation for my stay, months in advance for a friend's wedding and in anticipation of possibly not being able to attend due to family issues, I purposely purchased a significantly more expensive, refundable reservation.  I emailed the hotel about 2.5 days ahead of my reservation to cancel and when I received no response, a few hours later had to call the hotel directly to make the cancellation. 

I was then told that I would only be refunded the last two days of my reservation and would still have be charged for the 1st day of my reservation due to the fact I didn't cancel 3 days in advance of check-in.  When I asked to speak to the manager, was told she was unavailable several times but when I insisted I speak to someone up the chain, their General Manager Amy Reimer finally came on the line and despite explaining my situation, proceeded to make the "generous" concession to refund my entire reservation, only if their hotel sold out on that evening. 

Let me be frank, I did not read the cancellation policy that was sent to me via email after I had already made the reservation and apparently, it does, in fact, state a 3 day cancellation notice is necessary.   However, in my 35+ years of making many hotel reservations, this is the first time ever that a requested refund has not been granted, regardless of the establishment's cancellation policy. 

Not only that but most hotels have a 24 hour cancellation policy (that they kindly do not enforce), not a ridiculous 3 days.  Further, other hotels do not take advantage of potential customers by luring them with the possibility of a "refundable" option and make them pay a more expensive rate than the regular one, so that a customer falsely believes that since they paid this extra amount, they'll have no problem possibly cancelling, in the future, either. 

Let me tell you, despite my having to cancel this trip, I was really looking forward to being able to stay at International House but after the service received, it is definitely the last time I'll be dealing w/this business.  This is unfortunate because I love the city of New Orleans and tell anyone who is thinking about going there, to not miss the opportunity but when I do get the chance to visit in the future or to tell anyone my thoughts on the city, I will be making certain to mention my experience here.