"We booked a non refundable stay. Due to unforeseen circumstances we couldn’t stay, we contacted the hotel through the chat box on the booking twice, they didn’t respond, we then contacted hotels.com who after explaining to to them contacted the hotel who said they didn’t receive any message and under any circumstances it is non refundable. We were not looking for a refund, we were being polite and letting them know we were unable to come so they could use the room if required. I’ve never had an issue with the chat box before with replies, but this time? To deny they have received them when I have proof, like I said time and time again, we weren’t looking for a refund, just acknowledgment."