I called into Snaptravel and their customer care representative informed me that I needed to call the hotel. I called the hotel and they proceeded to inform me that only the third party could call in to cancel a reservation. I called back to snaptravel and ask for a supervisor three times. Finally the representative said she would have a supervisor call back within 2 hours but their schedule is very full right now. Not holding up a lot of hope. Never using snaptravel again. User's recommendation: Although they have very good prices, snaptravel's customer service is atrocious.