Different rule for cancellation/modification <6 days?

[zillayen]

TLDR -- Is there a different rule for modifying a reservation <6 days out compared to cancelling the reservation? Two reservation agents gave me opposite info.

My husband and I had a couple's trip booked at the HRH this coming weekend. We got the "someone in your kids' grade has covid" email last week. I called the 1-888 reservation number before the cancellation deadline to ask what happens if we have to change plans. I was told cancel -> forfeit deposit, but we could modify the dates and apply the original deposit as long as it was the same hotel, even after the cancellation deadline. Based on that (and I had her confirm it several times!), we decided to wait and see since it wasn't a close contact, planning to test them several times this week to be safe.

Of course, this morning my son tested positive. Obviously, we are not going to HRH this weekend! But when I called to modify the dates, today's agent told me that the info I received was wrong and that cancelling OR modifying within 6 days both means you lose your original deposit, even if it's at the same property. She was able to make a "one time exception" and change the dates for me and apply our original deposit, but kind of made it seem like it was a huge deal and would never happen again. I'm grateful either way that we can reschedule our trip, and very glad I didn't modify online and then get an $800 surprise, but was curious if anyone else has dealt with this? And if not, FYI!

 

[damo]

We had to cancel a room the day of arrival last fall because my grandson developed a bad ear infection the night before and was unable to fly. I called the hotel (RPR) directly and they cancelled with no issue and no penalty. We had three rooms booked and changed it to two and our deposit was just transferred to one of the other rooms. She did ask if I wanted the deposit refunded.

I would call the hotel directly and not the reservation line when a situation like this arrises.