This just happened to me, here are the highlights:
-False Ad: They advertise free cancelation, but it is false (picture attached). I sent them the screenshot as requested, and they said I got a different offer (they make you feel like it is your fault)
-Terrible rules: I requested to change the dates for my booking, and because the price was higher, they denied it, even though I was willing to pay the difference, due they are a third party (and they want to warrantee the "same price," for the sake of what? me losing?"). It was hard.
-You lose or lose: those were my only two options after my request to change the dates was denied. They told me that if I proceed with the cancellation, they will charge me $25 and if the refund is denied, I could not do anything else, not even keep the reservation (it is incredible!)
-Rude customer service: Katherine in the Customer Service line hung up on me after requesting to talk with a manager or supervisor.
-No supervisor to help you: No matter how many times I requested to talk to a manager, it was impossible.
I hope they change because their airline service is excellent but their hotel booking service is the opposite.
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