I booked a hotel through this company on the 2nd and submitted a cancellation request shortly after. I received an email stating they would contact the hotel to process the request. Three days later, I was emailed that the cancellation was denied.However, when I logged into my account, the status contradicted those emails. The portal showed the request was submitted on the 3rd and later expired because the hotel was never contacted. In other words, I was told the hotel denied the request, while the system showed no outreach was ever made.I provided screenshots showing this discrepancy to customer support. Instead of addressing it, they dismissed the issue, later changed the request status, and continued to deny responsibility. Kept stating it's non-refundable but that's not entirely true. Only after I pressed did they offer to call the hotel — well after the refund window had passed.I documented everything and am still disputing the charge. Based on my experience, I would strongly caution others against using third-party booking sites if you expect transparent or reliable cancellation handling.
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