Due to unexpected car trouble, we weren't able to stay here as planned. Called the hotel immediately when we realized we were going to have to cancel, front desk said the manager would have to okay an exception to waive the charge and also said that Hotels.com would charge either way. Did an online Chat with Hotels.com (excellent service!) and they said they wouldn't be charging for the room as it wasn't being paid for until check-in, they also called the hotel to see if they would make an exception and waive the charge, talked with the same girl at the front desk who said the manager would have to make that call. Hotels.com checked back when the manager arrived and the manager said they would NOT make an exception and would charge for our room. Very disappointing! Their actions have now determined whether we will choose to book a room here again or not. Since we live in Western Montana, and travel through this way often for business and family, it would have been nice to have a more positive experience. For a minimal 1 night charge that they could have easily worked with us on, they have now lost any future bookings. They lose in the long run. And so with that experience, we highly recommend the Livingston Inn instead, exceptional people to work with!!