Poor customer service. Their hard no refund policy is the epitome of absurd - if I'm sitting in a hotel room that is wildly unacceptable, with bugs and leaks, I should expect any reasonable company to offer at least a partial refund so I can stay at a different hotel, especially considering one of their "features" is that they pre-vet hotels.Edit - they have since called the hotel and our accommodations were changed. It worked out well, so hopefully the issues we've had in the past were due to just one or two employees.
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