Join Date: Dec 2000
Location: Charleston, SC, USA
Programs: Avis Pref+, Hyatt Explorist, Marriott Life Gold, Honors Silver, IHG Plat via MC.
Posts: 6,786
I booked a non-refundable booking on hotels.com last year, several months in advance. When my plans changed, hotels.com called the hotel, which was flexible and changed my dates without a penalty. However, no cash refunds were allowed. But online, it was also non-changeable.
Then this summer, I had to cancel a non-refundable res at a Fairmont hotel because my plane ticket had changed by 2 days due to weather. Again, hotels.com called & the hotel accepted that (verifiable) excuse & issued me a refund.
So it's at the hotel's discretion.