Dear Guest Thank you for your time in writing this feedback. I believe this case has already been dealt with our general manager, Fiona. We understand that you couldn't fulfil your booking due to unforeseen circumstances. However, the terms and conditions of your booking was a Non-refundable rate, hence why refund is not applicable. We have been very generous with your booking that we have refunded two nights back to your account as a goodwill gesture. Nonetheless, we received your cancellation on the day of check-in at 15:00. Therefore, even if your booking was a flexible rate, you have already passed the cancellation period which is 12:00 (noon). Further, your booking should be dealt with Expedia as you have booked through them. Kind Regards Team Chancellors

Hello, This feedback is somewhat contradictory, and it seems to be that you didn't enjoy the room. I can say that the rooms we advertise online are the ones here at the hotel, we do have a selection of rooms but only the standard doubles are sold via Expedia.