I work in a different area of hospitality as a Team Leader and the amount of times I hit a brick wall when saying 'no' to a customer because of a policy that they agreed to is unreal.
Got me thinking about other industries, and the one that sprang to mind is hotels. I'd like to think that no amount of screaming at managers would ever get you a refund for a Premier Inn/Travelodge room booked as a 'non refundable' as opposed to 'flex' or 'semi-flex'. How do you handle this if it does happen?