My friend booked us (four people in total) a trip to Orlando, Florida through Caroline with flights and hotel for a good price. When we arrived, the hotel did not live up to any standard with cockroaches and awful smells. We had to leave and got a temporarily room for one night at a much better hotel and email Caroline with our concern. Immediately and without hesitation did she reply that she would look into it and we were not to worry. We got within a few hour a confirmation that we could stay at the hotel we had temporarily booked for the rest of the trip, she would manage the refund from the first hotel and make sure it was transferred to this new hotel. This was handled which such care and swift response that we barely had time to worry before everything had been fixed. Grateful that what started this trip with what could have been a nightmare, instead led to the best trip I've had and we all could instead laugh at the bad hotel and be grateful that we got so much support and help through Caroline.
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