Hello, My paid reservation to Pestana Grand hotel in Madeira Island, made through Otel.com, was cancelled last year due to COVID-19. A voucher was sent to me that I would like to use now but the website Otel.com website is down and they and the phone number is not being answered. I have contacted the Hotel and they have confirmed that the reservation was cancelled. I also have proof of payment to Otel.com through my credit card records. Therefore, either Otel.com refunds my payment or allows me to use the voucher immediately. BR, Nelson Fernandes User's recommendation: Do not reserve though this company.