Just like many hotels, we have a company policy known as a NO call, NO show, meaning if the guest does not call by 6pm or show for their reservation by 11pm, they will be charged for one nights stay. It is up to the guest to obtain a cancellation number. If the guest can not provide a cancellation number, then we are required to charge them for the no show. If the guest still feels we are in the wrong then they will need to dispute it with their credit card company. Sorry for any inconvenience but it is standard policy.