I had to cancel a trip because of a medical emergency in the family and was unable to do any better than the $25 cancelation fee plus the processing fee. I spoke to a supervisor as well but got nowhere. Being they were low bids I got back only around $25 on two stays.
One more note: Don't try corresponding by email. From the reply I got it was obvious noone read my email and the response was computer generated. I ended up calling.