we booked this hotel for our Olympics trip, unfortunately, we tested Positive for COVID before we check in, form the kindness of us, we decided not to move in to the hotel in fear of spreading the virus to the guests and the workers in the hotel, we have requested for the hotel to cancel our booking and refund the amount we paid. Unfortunately, the Hotel management would not refund our booking. We spent more money try to protect the hotel but they would not consider this at all. Really a sign of poor management from the hotel. Can you imagine what would happened if we check in the hotel, they may have to shut down the hotel to disinfect the property. Certainly they will incur more cost.
Hotel.com has acted on our behave to deal with the Hotel, but the Hotel response was negative.