I booked a stay nonrefundable. I understood the consequences if I cancelled, but it fit my expectations. At the last minute, a family member decided to join me. So, through Hotels.com, I contacted the hotel asking for a waiver of the cancellation fee because I wanted a larger, more expensive room.
The front desk supervisor agreed to waive the cancellation fee for the room booking as soon as I booked the larger room.
BUT THEY DIDN'T DO IT. Their lie got a second room booking out of me without without waiving the cancellation fee for the first booking.
If they had refused my request to waive, I'd have made different arrangements for my son. I mistakenly trusted them.
Stay elsewhere.