Last year, when booking our holiday, we paid a higher deposit as we wanted less to pay in the months closing towards the holiday. We also paid extra for insurance. At the time of booking, nobody could have envisaged Covid and the huge impact it would have. Covid aside, we got some upsetting and bad news about my mum's health after we had booked the holiday. Irrespective of Covid, my mum would not have been unable to attend the holiday, so we started to try to contact yourselves. After many phone calls with no answer, emails via your contact us address with no response and fb message, we still were unable to get any response.We started this in May. We eventually got a response after our holiday date of August, asking us to fill a form of cancellation. We filled this out and included the letter from the doctor (which actually costs us too). We then get a response of you'll get £75 refunded. This is disgraceful considering, the amount of calls and time to get hold of someone. May I add that smaller companies have managed to give full refunds. Reading the complaints on fb we are not the only ones and we will not be recommending or supporting Hoseasons in the future.This has caused unnecessary stress for our family, including my terminally ill mum. We are very disappointed, and sickened by your customer service. To have paid £200 in all good faith, fully intent on taking the holiday, to receive just £75 in a refund, when we paid insurance, is simply shameful considering we couldn't take the holiday due to terminal illness. You claim that it is lower than the deposit because of an administration fee. I'd really like to know how you can justify that. £125 for someone to refund us £75? You certainly were not administering much for us between May and September as nobody could be bothered to answer me. For the time I've had to take contacting you with no response until after the event, it should be me charging you an administration fee. I'd be grateful if someone could consider if they think you've been fair were you in my situation.