I had a bereavement on the day of my check-in, I have reached out to the Hotel on numerous occasions and they did not reply to me and choose to ignore my messages. Prior to this, whenever I had any enquriies, they replied within an hour. However, this time , they never did respond back to me and to Expedia. They could have replied and/or suggest an alternative solution , If a refund was not possble, they could have said so. Sometimes, some things such as bereavement are out of our hands. Due to this experience, I will not be booking with them again.
Kind regards