Overall horrible user experience. Just use a different travel service. -the virtual agent sucks and tries to avoid letting you speak to an actual person and ends session when your problem doesn't exactly match one of the few Problems. 1/10 -dont try to get a refund because they give the hotel all the power here and will not help you even if it's a clear cut case of negligence. I'm 2 cases in and my refund is still not processed. They said the hotel's accounting dept will think about it. 1/10