Cancellation Confirmed, Yet Booking Remained Active

I made a booking on 20 May. Shortly afterwards, I noticed that the amount to be held on my card had changed, so I contacted the company and requested that the booking be cancelled.

I was informed that the cancellation had been successfully processed and that my refund would be issued within 5–10 working days. However, when I logged into my account on 29 May, I discovered that the booking was still active.

This is extremely frustrating and unacceptable. I followed the correct process, received confirmation that the booking had been cancelled, and then found that no action had actually been taken. As a result, my refund has been delayed and I have had to spend additional time following up on an issue that should have been resolved immediately.

Customers should be able to rely on the information provided by customer service representatives. I am disappointed by the lack of follow-through and hope this matter is resolved urgently.