I booked two nights for my child and his mom, but my son fell ill on the day of the trip and had to be taken to hospital. I contacted the hotel, and they assured me they would issue a refund, advising me to go through Hotels.com. I followed their instructions and sent a message via Hotels.com, but they only responded the following day, stating they couldn't provide a refund because the time had passed. Despite offering to send medical reports from the NHS and airline they did not refund any of the two nights.