HI Mike R from the La Concha. I would like to point out that your hotel never offered a refund. Your hotel fought my dispute with the credit card company. It was only because I had screen prints of my booking that I prevailed and was able to have my $824 returned. I can only image how many people lost $1000's due to your website "issues". The lack of concern, lip service on my call, and determination to keep my money from both your hotel and your parent company makes a clear statement that the switch from a fully refundable deposit to a completely nonrefundable non changeable reservation was intentional. If you wanted to demonstrate that your hotel made a mistake, my reservation is still in your system. It would have taken you 5 minutes to find my email and send me a private message. Instead you post something for the public to see so that they will book your hotel but you do nothing to actually remedy the situation.