Very displeased with this brand as a whole. We booked a room for a night and during the payment process the website had a technical issue that led to our card being pre authorized without confirmation of reservation. After calling we found out that the amount will be returned (3-5 business days) to the card. That was the only money we have available for a room for the night and now it's locked for 3-5 days. I wouldn't complain so much if it were not 32 degrees and my two year old wasn't with me as we have nowhere to go and no money to book through another site. Upon speaking with customer service they told me they apologize yet they recommend I speak to my bank to reconcile the payment issue. Even after asking to escalate the call to a supervisor or management and begging for them to step up and make things right I kept getting the same statement about calling the bank. Absolutely frustrated and have no clue what to do and I'm stuck in freezing weather with a 2 year old because of this.