Made a on line prepaid booking to arrive 5 November. On 5 November 5.30 am in Italy where I live I called the hotel and informed them I was sick with severe dental issue and could not fly ( I have medical proof) I asked not for a refund ( as I know not refundable ) but for possibility to delay by a few days / 1 week. I spoke with 2 people, the second person had to send an email, could not give me immediate answer which is unbelievable due to the size of the hotel. I explained that I needed to know urgently - after 1.5 hours they called me back and said - 'sorry finance said no' That is it.!! In the meantime while I was waiting I sent an email , 2 hours later no reply to the email. Yet yesterday they called to discuss up coming arrival which was annoying - not hotels do this. An email is fine. What is unbelievable is they did not care - not even any good will gesture to assist , or for next visit. Nothing. Not even a receipt!