Dear guest, You actually address two different important questions which would need more space to be fully explained. But shortly: 1. Non-refundable rates. They exist for a reason: You obtain a lower (lowest) rate in exchange for the gamble that your trip will actually take place. You shouldn’t book the trip if you aren’t willing to lose your entire non-refundable payment. 2. Booking with Online Travel Agency. OTAs are middlemen who earn money by taking a commission on bookings (sometimes even as much as 20/25%) which would not be reimbursed to the hotel in case of direct cancellation. Unfortunately, we cannot be precise on your case since you provide no data. But our professional suggestion was very proper as we asked you to deal directly with the OTA (see 2) and notwithstanding number 1, we suggested (empathy) you ask for reimbursement in a form of a voucher. We remain at your complete disposal for any additional information you might need. Kindest regards. Hotel Villa Maria**** The Management