We booked a 7day holiday with the 7day cancellation option. We tried calling on the 7th day hours b/4 expiry time and after waiting we were told we were 300th in the clue please leave phone detail and we will ring you back. We rang again a few times but still 370 people in front of us. I also contacted Luxury excapes via Facebook messenger still in the cancellation time frame asking to cancel and rebook a different hotel. I received a message back and responded with all details requested. They said someone would contact me asap. As time was short I looked on internet forums and was told sign onto my account and cancel booking via that but it started process then said it couldn't cancel for a credit. At 4.20pm Jennifer C rang I explained everything over and over but was told the only way now was a request to hotel to cancel. I was very upset and frustrated I asked to speak to a supervisor this was refused I was even happy to wait on phone for hours to get this sorted again refused. I now have received an email you sent to hotel with it saying there could be cancellation fees. Now I'm really upset. I only wanted to change to another offer for different hotel but know I feel you have lost a customer.