Three times my wife has booked refundable rooms on booking.com and they have come up "nonrefundable". To solve the problem she has had to call, wait on the phone, be told such a glitch was not possible, and then finally relieved of the "nonrefundable" status. Such a shame because I am a regular user of the service. I guess the last time time she managed to catch the automatic change and correct the issue before booking. I'm just done with them for now. Just watch carefully if you book there.