Buggy systems to avoid the 48h free cancellation
I made a reservation from Portugal to start on the 14/08/2025 at 18:30 with 48 hours free cancellation. On the 12th at 17, I decided, I want to cancel the reservation, so I logged into the website and it said I can not because it is less than 72 hours (despite the voucher saying I can until 48 hours). There was a phone number to call, which when I tried, it said it is outside working hours, although the call itself says they are working till 20:00 and I was calling at 17!
Anyhow, on the website it was possible to send a message to modify the booking so I used it to send a request for cancellation at 17:54, I received a receipt confirmation email from them at 17:55, Lisbon time. However, the email said it was submitted at 18:55, probably this is due to time differences.
The next day, I called the customer service and Veronica, who was very helpful tried to work with me through it but the supervisor refused to allow me free cancellation because the email says it was submitted at 18:55, eventhough, that was 17:55 Lisbon time.
They should fix their buggy systems and do make sure their customer support is working at the hours they mention!
