I've used them twice. Once I had to cancel something and I got a refund, no problem (less the stated cancellation fee). The second time I didn't get the instant confirmation I was supposed to, and I thought something had gone wrong, so I booked again. Turns out both bookings went through. I e-mailed them and explained what happened, and they let me cancel one without charging the fee. I've never had an issue with their business practices, they have always been above board. And I never had an issue with the reservations they had made for me either.