I found out today that if you cancel a prepaid reservation, you are charged $50. So if you think there is a chance you could cancel don't pre pay the bill. I cancelled my reservation 2 1/2 months in advance. Still got hit for $50.
I'm so very sorry to hear about your experience @littleneil. We do appreciate your membership and I'd like to escalate your frustration to our experts for review. This isn't the experience we want our members to have.
It always hurts to get unexpected results but under Terms and Conditions on the reservation form it states.....
|Canceling up to 24 hours prior to scheduled pickup time||You will receive a refund of your prepaid amount, minus a $50.00 cancellation fee.|