Now, this was a bit of a last-minute thing and the booking was for two days in the future (I actually had meant to book the day after, hence the mix up). I only received the cleaning fee back. No other refund was given. My request for a refund via the site was ignored. I called their customer service, who extremely patronizingly ‘explained’ to me that I hadn’t read the rules properly and I should be more careful in future to read the rules.

The rule listed is: “Free cancellation for 48 hours. After that, cancel up to 5 days before check-in and get a full refund minus the service fee.” I’m aware that I booked leaving only two days before checking in, but I’m pretty sure that the words “after that” signify that there are no strings attached so long as it is within 48 hours. Surely the “5 days” part of the rules only apply after 48 hours?

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