The layout to make a booking is very clear and easy to use. However, when it came to going ahead with the booking, the online system automatically added the pet 20 pound surcharge although we had specifically not selected this type of accommodation. We tried several times and every time we were asked to pay 20 pounds more than due. Also, at one point the price for the same accommodation had gone up from 146 pounds to 155 pounds. This got us to almost give up until I used the online help service. Someone (called Sue) responded very promptly and started looking into it. During that time, I tried making the booking again and this time, it worked. Unfortunately the online help service closed and i did not get the chance to thank Sue for trying to help, so thank you Sue :-) So all in all, very easy to use until the system started messing us around..