Good evening, I was planning a trip to Niagara however my partner came down with shingles. I had booked a hotel with RedTag and my confirmation email said I couldn't cancel between September 8-11th. I called the Sheridan on September 7th to cancel and they advised to reach out to RedTag. I emailed RedTag to let them know I needed to cancel and I received an email back saying someone would reach out the next day. I did not receive a call. I called and waited on the phone for 50 minutes only to be told my file was currently open and the employee couldn't access my file and to call back. I indicated I waited quite some time so reach the employee and he said he would call be back. He did not. I sent a follow up email and was told I did not cancel in time and would be getting a refund. However, I reached out before September 8th and did not receive a timely response. I was told the office closed at 5pm and as such did not reach the deadline. The confirmation email did not have any indication of time. I reached out the day before the deadline provided to me. I was then told I basically had to cancel my room in order to see if I would even get a refund and if the supplier would waive the fee. The supplier apparently would not. I then reached out to the Sheridan and they had indicated they would be willing to waive the fee. RedTag is still claiming they are waiting on the supplier for a response to see if they will waive the fee. It has been 11 days since the cancellation. I feel RedTag misled me by not providing a time frame and was happy to cancel my room and take my money. I feel I have not received the proper service and I want my refunded money back.