I was browsing and ended up booking a ski holiday by mistake. I am a pensioner and have terminal cancer taking pregabalon and morphine, so this is not a holiday I would book! The booking was made on a Sunday, I immediately responded to the email by email, phone and face time however your staff were not available. I then contacted you at 0830 on the Monday and was told the hotel had already been paid so I would have to pay £740 cancellation fee! I cannot believe that the payment did not need human approval and that the transaction was completed before you had received any money from me? I would question how truthful your service assistant was! I am disappointed that you do not have exceptions for genuine mistakes? I was also disappointed that you would not give me senior managers details so that I could escalate. I will reluctantly pay your fee but will never use or recommend you again