I made a hotel reservation through this service on the 2nd and quickly submitted a cancellation request. I received an email indicating they would reach out to the hotel to process my request. However, three days later, I was informed via email that my cancellation was denied. When I logged into my account, the information contradicted those emails. The portal indicated that my request was submitted on the 3rd and had expired because the hotel was not contacted. Essentially, I was told the hotel rejected the request, while the system showed that no attempt was made to reach out. I shared screenshots of this inconsistency with customer support, but instead of resolving the matter, they dismissed my concerns, changed the request status, and continued to deny any responsibility. They repeatedly claimed it was non-refundable, which isn't entirely accurate. Only after I pressed them did they offer to contact the hotel — long after the refund period had expired. I have documented everything and am still challenging the charge. Based on my experience, I would strongly advise others against using third-party booking platforms if you expect clear and reliable cancellation processes.
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