Booked and fully paid for the hotel for our family holiday to Turkey in August. It was a fully refundable booking. Messaged them in March to ask whet my options were as worried about flight cancellations. Customer services replied to say no problem in moving the dates or changing the hotel. Messaged them again in May asking what the situation is if I have to cancel and got a reply the same day from customer services saying that the booking is fully refundable but need to cancel by the end of July or it becomes non refundable. The gent also said to hold off as the situation was constantly changing so the holiday may go ahead as planned. I logged on to my account on the 1st July to find that my May correspondence has been deleted and only showing details in March. I requested to cancel my booking and have messaged several times since and received no reply to anything. I have emailed, and written to them also but had no reply. You can't contact them by telephone as its a recorded message either saying the office is closed or they have temporarily suspended their phone lines. Absolute disgrace of a company and an Insult to the Emirates group of which they are part of. I am now contacting my credit card company to start a claim back.