We were unable to check in for our first night due to an unexpected illness, and although I contacted the property (through Hotels.com) to explain the situation, they were unwilling to offer any flexibility or even a partial reduction. I understand the stated cancellation policy, but I had hoped for at least a small gesture of goodwill, especially since we arrived in time for the second night and had contacted them promptly to explain the situation. This kind of rigid approach feels short-sighted, as it leaves the impression that in such a tourist-heavy location, individual guests don’t really matter. The property itself was fine once we arrived, but the experience with the policy left a poor impression.