Appalling, would give 0 stars if possible. Appalling service by these penny-pinchers. Booked 2 nights for my parents (£169) and it turns out they couldn't make it due to my sister-in-law having a very early labour, so they're staying home to support her. These guys couldn't care less - ''no amendments, no refunds''. Lack of empathy, understanding and the staff on their chats? Might as well have left me with the bots beforehand. Pathetic communication. You mentioned in an email to my parents that you ‘do not typically’ refund or change dates at this late stage. This is not a typical situation. By not allowing your customers to protect their finances with optional insurance, it’s a win-win for you. Things happen that prevent people from fulfilling their bookings. This is why most online booking businesses will allow their customers to purchase insurance in the event they cannot make the trip. You have not provided us with this security and are showing no signs of understanding. So I feel it is unfair to categorically deny an amendment of dates or a refund. All we are asked for is that we can use that £169.00 towards another date in the diary for the Elonby 1. We were happy to pay the difference if it turns out more expensive. A lack of empathy, understanding and just no effort whatsoever into even trying to come to an agreement. A complaint to an ombudsman will be coming your way as a result of the inevitable outcome of my complaint directly with you. Avoid these cowboys at all costs.