ABSOLUTELY dissatisfied! I wanted to upgrade... YES... UPGRADE and was told because of policy they could only cancel my reservation (losing my payment) and make a new reservation! So they refuse to apply your payment to a better room, total ripoff! I've used other booking sites and never had issues and always had a wonderful experience! Lesson learned... DO NOT make the same mistake! Go to Expedia or Hotwire, they'll never let you down!