I had prepaid for the hotel stay for Friday night. However, due to heavy snow in the city I was departing from, my flight was canceled. This situation was completely out of my control. Despite providing proof of the flight cancellation, the hotel neither issued a refund for the unused night nor allowed any adjustment to shift the booking to the following night, even though my flight was rescheduled for the next day.
It is worth noting that the hotel staff told me directly that they had no issue making changes if Hotel.com arranged it. On the other hand, Hotel.com informed me that they would be happy to make the change if the hotel approved it. Hotel.com even contacted the hotel but later emailed me to say they had received no response from the hotel.
This lack of flexibility and understanding is incredibly disappointing. It is not only unreasonable but also inhumane to deny any accommodation under such uncontrollable circumstances. I would not recommend this hotel to anyone.