One of the worst customer experiences I have ever encountered. They have shown utter contempt for their customers, and are attempting to profit from the dreadful COVID-19 situation. It should be simple - full refund, or, at worst, a full refund less a small 'administrative charge' (say 5% capped at £25 max), not the current nonsense of 'refund the sum recovered from the property owner and pocket the (huge) remainder'. If I never deal with this shower again it will be too soon. It's awful to say, but some companies deserve bankruptcy, I wouldn't lose much sleep if this lot went under.