I 100% disagree as we know what the official position is regarding this, which is that it is non-refundable. Since this position involves a weakening of the value of this offer - any confusion & room for complaint can only be a benefit to us. I save my complaints for when it's the opposite situation - like when the buried t&c's of Ambassador benefits aren't honoured by a hotel, who - for their part - hadn't been properly advised or made aware of them.