Fraud - that's the best word that can summarize their operation. We had to cancel our hotel booking - They intentionally ignored us over phone multiple times sighting "can't hear you", intentionally ignored our cancellation confirmation over email (after we sent them 2 emails confirming and reconfirming) and then had the audacity to tell us over phone that we did not confirm the cancellation. The scam was pretty evident - they get $20 cancellation "Admin" fee per person, and if not done within 3 days of booking they charge 100% of your booking fee. Avoid like plague.