Had to cancel a trip due to a serious family emergency and understand that they have a cancellation policy. Had to cancel 3 locations for this trip due to the same family emergency and all was refunded except this one. No possible way they would ask for proof and maybe have a little compassion for an u foreseeable situation. Don’t stay there or book there if you have any possibility of your family getting sick or heaven forbid a death in the family. They aren’t compassionate at all about your circumstances.