das, sorry to hear it. A similar situation has happened to me in the past -- not as much of a difference, but I booked a non-refundable rate at the Dearborn Marriott and then found a cheaper refundable rate. I thought nothing of it -- I took the risk by booking a nonrefundable rate and I lost money.

At least all the nonref rates I've ever booked with are charged immediately to my CC, so in this case you are asking the hotel to credit your CC back.. I can see why that would be difficult for them to do.

If Adam and the rest of the crew was rude, then of course that's not acceptable. However, personally if I was in the same position I wouldn't expect anything.

I'm probably alone in my thinking but I think the hotel is in the right here. Just my $.02