Beware hidden costs & poor customer service.

Have booked a static caravan at Ladram Bay. We have booked before directly with Ladram but made the mistake of going through Hoseasons this time. I checked the website for availability and prices but rang so I could check some details. As we went through the call I was given a price that was higher than the web one. I queried this, asking if there was a lower online price and if this was the case I would book online. I was told that the online price was the same but insurance was added for damage. I asked if this was optional and eventually was told it was but if I didn't take it out and anything happened to the caravan eg it caught fire then I would be liable. I went with this and paid. When I got my invoice through it said that the insurance was £18. This meant that the price was not the same as the online one so I rang and explained this to the customer service rep and was told that an additional £37 had also been added which covered a cancellation. This amount was not stated on my invoice and the rep could not understand that this could be wrong or misleading. I asked to speak to a manager, was left on hold and then told someone might look into it and I could write to them. I couldn't believe that they couldn't rectify this and they refused to let me talk to someone. I then said that I wanted a full refund as they had not made their prices and charges clear and was told that I couldn't have one but would have to pay them around £50. This surely can't be legal and I will follow this up. I would recommend caution and not booking over the phone if you still want to use them.