We were supposed to fly in September 2020, however due to current circumstances the hotel was closed and the flights were cancelled. Thanks to LH we got full refund that took some time but without having to chase them. We went on a few holidays before and never had to experience any dissappointment. Will definitely book with them in the near future. People that give bad reviews should try to fit in their shoes first as it is not easy to deal with hundreds of thousands requests at the same time, they are humans end of the day and struggle just like many other busseneses at the moment.