Things are fine until something goes wrong. Recently, I booked three hotels for a holiday. One was terrible and not as described on the site. I immediately contacted customer service for help and had a terrible experience. I had several nonsense conversations in which staff were obviously reading from a script and unable to do anything, and then I gave up and paid for a whole new hotel. When I wrote a balanced and honest review of the hotel I'd had the bad experience with, the review was posted, but the hotel owner asked for it to be removed and it was - without consultation with me. I won't be using them again, as I would prefer to use a service where owners are held to account.
