Originally Posted by tofuavecfa

"we were able to find out that the lower rate you were claiming is listed and available. However, please note that you have booked a flexible rate where it is possible to cancel the reservation without penalty before 6:00 PM (local hotel time) on Thursday, 3 July, 2014. On the other hand, the third-party website only allows free cancellation up to 6:00PM on July 2, 2014 (local hotel time). Please be advised that this would make the lower rate being claimed more restrictive than the reservation you have booked and as such we are unable to compare the two rates for the purpose of the guarantee."

super lame. there's a non-refundable rate that's also cheaper on the other site, but don't feel like taking that chance since they seem to try pretty hard to find any reason to not approve it. also, waited 36 hrs, no response, so sent a follow up email. reply received within a few hours.