I booked a room that was cancellable with a full refund up until 4pm. At 345pm I cancelled as I wanted to change the room type, I thankfully took a screenshot which said I'd receive a full refund of x amount if I continued. Went ahead to cancel and then the page told me I'd be charged full price for the booking. I chatted with "Glenn" who told me the booking had been "made in effect" whatever that means so I would be charged full price and the room was cancelled- no answer as to why it said I'd receive a full refund/that my booking allowed me to cancel before 4pm. He said he could try and put through a refund request, but no guarantees, and that a manager wouldn't tell me anything different. The manager looked and instantly recognised the error and made a full refund- but the 1star rating stands because it should never have charged me, and I shouldn't haven't had to push for a manager. Your shareholders and senior managers should start taking note of these appalling reviews and make some changes. I rebooked on this occasion, but never again.
