We were in the process of moving home when we found ourselves with 8 days with nowhere to live, found a couple of options on this website where we could take dogs, I rang and spoke at length to their customer service, who booked this for me on a Friday - on the Monday (3 days later) the house sale fell through, I called immediately to cancel the accommodation, giving them 10 days notice before the start date - they flatly refused to refund any of the £760 paid just three days earlier - also refused to change the dates - just constantly stated "it's in our T&Cs" A pity they didn't make their T&Cs clear before I booked! A very expensive mistake - I will never ever book anything with this company again.