Booked a 3.5 star Hotel and when hotel name was provided it was a low end 3 star hotel. Called immediately, they pointed to a small print sentence which said that any hotel can fall into multiple categories and therefore they were under no obligation. I spoke on the phone for an hour, tried to get an exchange, upgrade, etc.. totally stonewalled. Never use this service unless you're prepared to take the risk of being absolutely ripped off and placed in a bad hotel. read full review »