We had booked 4 nights at this hotel during our summer vacation in Bali this year, but due to incredibly high waves and a lot of wind, all Fast Boats from Bali to Gili were canceled. All the locals we talked to advised us not to take the local ferry, which usually takes 7-8 hours, because it would be an incredibly unpleasant experience and would take up to 24 hours due to the weather.
We talked to other tourists in Bali who should have been at Gili as well. They had canceled their trip and without difficulty got their money back, because their respective hotels knew, that the weather was unusual for the season. Therefore, we think we have been exposed to an unfairly bad customer service as this hotel refused to give us our money back.