This hotel kindly made an exception over the phone to their non-cancellation policy, when unforeseen circumstances prevented us from coming on the day we had planned. They told us to expect a refund in 7-10 business days, and we trusted them.
On the basis of that kindness, we made a new reservation with them two days later once our circumstances were resolved and we were able to go on the road. However, the promised refund never materialized.
When we followed up, they refused to honor their promise - treating us as if asking for a 'new' refund from scratch, and refusing to make an exception to their policy. Look - they didn't owe us a refund, and it was a great kindness for them to make the exception. But once it was made, it was a breach of their word and integrity for them to refuse to follow up on what was promised.
Don't trust these guys for anything you don't get in writing.