Had to cancel a booking recently. I checked the cancellation policy before cancelling which said I'd be subject to a charge equal to the first night plus taxes and fees. The virtual agent service didn't work after multiple attempts managed to get through to an agent who confirmed the cancellation policy as I understood. After cancelling, I was told i wouldn't be entitled to any refund at all. Multiple emails with screenshots of my conversation with the agent, but kept getting generic emails back saying they were sorry I was disappointed but couldn't change the hotel policy. Ignoring the fact that I was only asking for the stated policy I had agreed to. Won't be using again.
