I had an upcoming reservation for 2 nights at the Sofitel Philadelphia next August. Due to a change of itinerary I needed to add an extra night, so I called their reservation centre, which is who knows where, so the audio quality was bad and on top of that the agent who took the call had a very strong indian accent, so it was very difficult to understand.
The agent said the rate I had paid was not available, so I'd have to pay the flexible rate, about GBP250 for the extra night. But this wasn't true, because I could book my original rate again online for 3 nights.
So I hung up, and proceeded to cancel my original reservation, and make a new one, since the T&C in my confirmation mail said:
Guarantee Policy : At the time of booking, the client accepts to be charged the price of the first night, this amount being non-refundable if the reservation is not canceled by 18:00 hotel local time, three days prior to arrival.
But
after I did it, I got a cancellation message, and email that said:
Please note that the prepaid amount is non-refundable.
So, is there something I didn't understand, am I going to be refunded the one-night deposit or not?