I had to cancel 3 prepaid reservations in the past. I always contact SPG not the hotel. 2 properties agreed to make a full refund, one property gave me a credit toward a future stay. all three properties were in north America.

i don't book prepaid reservations unless i am certain that i am going but sometimes things happen. I appreciate Starwood goodwill gesture thats why most of my stays goes to Starwood.