Overbooked, unable to fill reservations, room service must have been on holiday because they weren't at work. Our room hadn't been turned over and someone left their...recreational party supplies... on the room table, so the desk gave us a different room (the last one she had) but the keycard didn't work, so we couldn't get in and neither could she. She told us she couldn't reprogram the keycard since their computer wasn't updated, so the only thing she could do was refund us.
We had the cancelation insurance on the visit out of habit & opted to pay at the location - which we did on arrival. She refunded the visit, gave me the receipt & we left... and then expedia charged me for it separately within an hour of leaving, calling it a no show fee - when the insurance was on the room.
COMPLETELY unacceptable. I want a full refund and I'll be deleting my account and sticking to my Hilton Honors account. Go with what you know.