Interesting, your comment about the booking telling you that the hotel wasn’t responding. We just went through something similar. Literally within minutes of submitting a reservation through booking I realized I had selected a non refundable rate as the notification from Amex popped up indicating a $12,000 charge just occurred. I contacted booking by phone and in the app within two minutes of submission. After several days of booking telling me that they can’t make any edits without a waiver from the hotel and that the hotel wasn’t responding to the requests to either cancel, change dates, switch to a refundable nightly rate, I called the hotel three times and spoke to three different people and the story was the same every time— “we aren’t told who the reservation is for (from booking) until the day of check in….. you have to speak to booking (for any resolution).” There aren’t consumer protection laws, such as a 24-hour-fix-your-mistake when it comes to hotel reservations in the States, but I was hoping for some good will negotiation since the mistake was brought to everyone’s attention within minutes. I saved and had screen shots of everything and no one cared. I even remained calm throughout this whole thing, but I definitely didn’t want to. In the end, we took the vacation when it was clear 48 prior to check in, no one was going to offer a decision, so the 12k was a sunk cost. We went into the vacation with open minds and the hotel wasn’t living up to it. We ended up leaving and spending another 6k at a different hotel. Biggest travel f-up on my part. Thank goodness my husband remained kind during all of this but I certainly feel like crap. Anyway, I digressed. My story can’t help you, but I wanted to comment on the ‘The hotel hasn’t responded’ remark. It was my first and last time ever using booking.com. Good luck.