I had a Christmas booking for a one bedroom canopy room at this property for Christmas 2011. My booking was made through Amex PTS. The cancellation terms were clear, with a 50% of the total stay penalty (equal to the deposit I made at time of reservation) for cancellations made after May 31. Late in May, I decided I wanted to go to FS Kona for Christmas instead. I called PTS to cancel the reservation on the 27th of May. I just got my Amex bill, and the refund wasn't processed. While I know these things can take unto 4 to 6 weeks, usually they appear in a few days. Uh oh. I called pts this morning and they didn't have the booking shown as cancelled. I had the name of the agent that i cancelled with - but at the office, not at home. In any event, pts called the hotel - explained the situation - and the hotel agreed to a cancellation and a full refund. While I am confident that I would have prevailed (having the date and time of my call, a phone record to show I called, and the name of the agent and her extension), this being a 5-digit deposit, I figured a little bit of drama would have ensued before prevailing. I remain keen to go to the FS-CR, but think it will be better for me when my kids are a little older. Their kind actions today reinforce my appreciation of FS and this property specifically. This was very generous to do on the part of the hotel. They may have a waiting list at this point, so perhaps - and hopefully - it will cost them nothing - but it was very kind of them either way. I look forward to a proper stay at this property in the coming years when my kids are a bit older. I will also follow up with pts during the week, and will call the agent that I cancelled with to politely discuss what transpired and the gasp I had this morning when I called pts and found out they didn't have a record of a cancellation. Over the years, I've cancelled numerous bookings with pts and never had this happen. Disappointing, however, to have it happen even once. I share this to remind everyone to save their cancellation details - just in case - and as praise for a property which went out of its way to accommodate a canceling customers.