I made a reservation at the Bannatyne hotel Durham on Thursday evening over the phone. I paid in full over the phone for 2 rooms, £55 per room. On Friday my son fell ill so I called to cancel one of the rooms, the other was still required. I was told I couldn't get any money back because of the non refund policy. I hadn't been told of this policy when I made the booking and don't know if I would've had I been told. I think I am entitled to a refund because the information wasn't made available to me. The man who took my booking even forgot to ask for my Visa card number and had to call me back. What can I do?