Terrible customer service. My daughter got Covid 2 days before our trip to Las Vegas on 9/24-9/26. I spent 6 hours or more on the phone and chat with Snap travel, then another 2 with the Delano Hotel. Snap travel kept telling me they needed documentation from the Hotel authoring the cancellation and refund. The Delano Hotel kept telling me that they needed Snap Travel to email their wholesale department in order for them to respond. The Delano Hotel said they would absolutely cancel and refund due to the Covid situation with my daughter. After 5 hours of trying with 15-20 agents, JC finally said he would email the Wholesale department to request the cancellation without a fee. My booking # is B_4182876. This has been the worst experience I have ever had with any business ever...... Please escalate this complaint to someone other than the next agent. Truly, Ed Cowley