I booked a king, non-smoking jetted tub room for a concert at Windstar Casino two weeks in advance. I picked this place specifically because I wanted to relax in a jetted tub - I paid extra for a jetted tub room and I pre-paid and picked the non-refundable option because I had no expectation of not arriving. However, when I arrived, I was not told a jetted tub room was not available and was given a room on the third floor. Once I arrived at the room, it was clearly not a jetted-tub room - front desk said they could not help me because I booked through Hotels.com - contacted Hotels.com via chat, was told to talk to the manager, tried to as I was leaving for my concert and was still told they could not help me. All I wanted was to be refunded the extra cost of the jetted tub room. Today I got an email from Hotels.com to say the hotel would not refund me as I picked a non-refundable option and they have a strict cancellation policy. I am now pursuing this through Paypal and I will also be making a claim through BBB. No one would pay for something they didnt get. Both Hotels.com and Best Western have lost my business. In addition, there was no stopper in the tub we did have, so we couldnt even take a regular bath...bed was rock hard, pillows small and neighbors talked till 3AM.