My partner had booked a night away for my 30th birthday celebration to a prestigious hotel in our city (Fairmont Chateau Laurier). Unfortunately, he booked through this 3rd party (Snap Travel), which proved to be a big mistake. We were looking forward to our night away but had a death in the family and had to cancel our reservation last minute. We called the hotel and they were extremely understanding-they cancelled on their end but because it was through a 3rd party, we had to cancel directly with them. Snap Travel is one of those companies that make it utterly impossible to get in contact with the company. After Facebook messaging with automated responses, calling and only receiving automated messages which resulted in being automatically disconnected, we were feeling extremely defeated (all while grieving our family death). Finally, Snap Travel said they would “escalate our issue” and be in touch without true confirmation of our concerns. About 15 days later, we finally receive a text message from them - they refused our reason for cancellation, but don’t worry, they won’t charge us for the request (normally they charge if you request a change). Terrible business to work with, you’re better off directly working with the resort/hotel to do the booking. Such a disappointment, a sad time of year with a death, we were hoping to celebrate my birthday another time but we are out our money on this hotel. Pathetic company with no explanations- only chatbots with automated messages that avoid directly answering your question/solving your issue. Avoid Snaptravel.