I booked a hotel for June. Then needed to cancel. Phoned and told had to cancel on line and pay £40. There is a tab on their site, saying cancel, this takes you to another page, customer service. You then have to select a topic from a drop down, none for cancel, so selcted need to change booking. I gave a detailed explainstion. Response took a week. Told to select xancel booking. The complaint was then closed. Started again, was told they tried to call, but could not confirm what number they had called. Again closed conversation. Third time, told to go into pay balance and change amount to the cancellation fee. This worked, however, it was the third time of asking and no explaination as to the purpose of the cancel booking tab and no apology. Again the issue was closed so I could mot respond, hence complaining here in the hope others will read my experience. Just wish I had found this page before booking with them. And they deducted a further charge from the payment, which had never been mentioned. Avoid!