I submitted a booking request for a 5 day tour, which was provisional and still needed to be confirmed by Hooked on Cycling. However they required the entire amount to be paid for this provisional request, which was about $1,180 USD. Then they informed me they could not find bikes to rent for this cycling tour, and so I decided to go ahead with the full refund they offered me. However in the time between the booking request and the refund, the exchange rate changed and so they refunded me in GBP which then got converted to a USD amount less than what I initially paid. When I emailed to ask why I did not get my full refund they responded that they can’t do anything about the exchange rate. Well as a business they are requiring customers to pay the full amount for a provisional booking request and so I am being forced to pay for a service they ultimately couldn't provide which is not my fault however I am the one losing money. That is poor customer service and I will not be using them in the future.