Their page says will not be charged until arrive. We cancelled and saw we had been charged 3 weeks before arrival. They said I had to deal with the hotel on my own. I had to call 3 different numbers. I tried calling bookings and they said I had to go thru app. I did and then waited 20 minutes without being able to talk to anyone. This has happened twice. User's recommendation: Don't trust when it says free cancellations.