I had booked a non-refundable stay that was immediately next to an identical option which was refundable. I contacted customer service to have this adjusted so that I could cancel and be refunded if need be (12 days before cancellation wasn't allowed at all) and was greeted with a icy "No. Our policy doesn't allow it." Customer service shouldn't be overshadowed by policy when the policy makes no difference in the request. I'd be happy to remove this review if the situation was rectified, but the inability for the representative to act with understanding is the most troubling of all this.
