Novotel illegally charged for a one-night stay; I cancelled a reservation within their policy's timeframe. The room was booked via hotels.com, which worked to partly resolve the issue. The amount charged in CAD was refunded two weeks after the charge, but a change in the exchange rate to USD means I was not made whole. In addition, the refund was issued in two installments because Novotel failed to refund the correct amount the first time. I can state that, at least in this instance, Novotel did not adhere to the written contract in which it entered. The multiple calls it took to resolve this issue also demonstrates incompetence.