We have booked a holiday home in Italy through Wol...

We have booked a holiday home in Italy through Wolters Reisen for the beginning of August,
But because of the increasing numbers and because my wife is a risk patient, I asked Wolters Reisen in mid-June whether you can cancel free of charge. We were then written that you can only cancel with 25 percent cancellation costs, or you can book via different model around. We immediately wrote back that we wanted to rebook, after which there was no more feedback from Wolters Reisen about the rebooking. I wrote 4 emails within 10 days that Wolters Reisen should finally contact us because we wanted to rebook, I should always give a cancellation number so that the email would be processed immediately. But that was not the case. Only 3 weeks before the start of the trip we got an email that it would be too late to rebook and then the gun was put on my chest so that I have to decide in 2 days whether I should travel or pay 25% cancellation costs. Because my wife is a risk patient, we had to abandon the money and cancel it.
I think that's a bad customer service, first you offer us a rebooking and then you don't get the opportunity to do it because we had already looked for a new property.

For me this is a real rip off and not customer friendly.

I will never book with Wolters Reisen again and I will not recommend them to anyone.