We had our flight Venice to Paris cancelled due to Italian strike, called as soon as we got the email to try and manage not losing the whole reservation and they declined every suggestion.
We understand the hotel has its own rules, but this was something we could not know, there were no plane ticket or even train tickets that would allow us arriving the day of our reservation, only day before or days after.
They charged the whole cancellation. These are things costumers appreciate, individualizing cases, knowing when to be flexible and when a cancelation is not an option.