Because of Covid 19 lockdown I phoned Hotels One UK number and cancelled the Copthorne, Wellington. The Hotels One operator said they'd call the hotel and talk to them about a refund. I decided to hold and wait, the operator came back and said nobody was answering and would try over 72 hours otherwise I'd lose my money. They returned with an email 3 days later and said they hadn't been able to get hold of anybody and wouldn't refund me. It's interesting I didn't have a problem talking to someone at the Copthorne and disappointing during these tough economic time that there are organisations like this allowed to operate.