I have booked many trips through this website and have never had an issue and have never had to cancel. I just recently book a flight and hotel on 8/30/2020. The cancellation policy was that I'd have to cancel by 9/15 by 3pm to cancel with no penalty. I left my first email, because that's the only why they do their cancellations, on 9/6/2020. No one responded. A few days later I wrote another email with nothing. I started to panic since we were not getting close to the cancellation deadline. By 9/15/2020 I had left 3 emails and called various numbers, including the hotel directly with no answer. I finally got an answer and can you guess when? Yup your right on 9/15/2020 after 3pm! They told me that I could only get half my money back because it was passed 3pm that day! I emailed screenshots of everything I did to try an cancel and they didn't care. Then I got a message back saying that now I can't get any of my money refunded to cancel. I had to send them the screenshot of THEIR policy where it states clearly that I an due a refund. They also told me that I didnt put my booking number when I tried to cancel and that they emailed me. That was a lie because I never recieved anything. They had my email that I booked with. They have horrible customer service and they do everything they can to not have to refund your money. I will never use them again!