This has been the worst customer service experience I have had in over 20 years of traveling. I booked the two-night stay so my boyfriend would arrive at the hotel on the evening of June 28th, 2024. He is a resident of Ruidoso and had been dealing with the recent fires, followed by flooding, then having the water shut off in the city because it had become unsafe due to the ash on the ground. He is a first responder who was also recovering from an injury. I wanted him to have a space to shower and rest before I arrived on the morning of the 29th. Unfortunately, because of heavy rains and flooding the roads out of Ruidoso were closed and he was unable to get to Alamogordo the evening of the 28th, despite all efforts. He arrived at the hotel at 7am on the 29th as it was the earliest he could due to road closures. When he tried to check in, he was told we were marked as a no-show and the night clerk canceled our reservation, yet followed through with the charges. My boyfriend inquired how we could be a no-show if we paid for the room in advance for 2 nights, and we were checking in before check out time of our first day. The manager, Edgar, was also unhelpful and completely apathetic. He said that we needed to cancel 24 hours in advance, I explained that I had no intention of canceling. We were simply a late check-in because of a natural disaster. There was no policy for a late check-in and it depended on what time their books from the previous day were closed out.