I have a gold account and book around 1500 nights per year. However, now they changed the customer service chat (you can’t reach them by phone as they cancelled that option a few years ago) so now you can’t even chat with an agent anymore, there is only the stupid automatic answers that don’t even answer your question or solve the issue. I strongly feel there should be a personalized support for gold and top members! Already looking into alternative booking platforms that do offer support by phone or chat.
