Following a customer complaint, the Advertising Standards Authority investigated the advert from last July, which included the claim "..if you have to cancel, cancel. Most of the time it's free". It found that although customers were usually given the option of free cancellations, they would have to pay more for the accommodation to qualify. highlighted the voice-over in the ad which stated '... most of the time it's free '". They said that the phrase informed customers that the majority, but not all properties, allowed cancellation without charge. Get the full story at TravelMole