SnapTravel is absolutely wonderful unless you have a problem. My entire family had the stomach flu right before our trip. SnapTravel's customer service would not call our hotel to change or cancel our reservation. They demanded a document of permission to change/cancel that the hotel refused to provide. They finally emailed the hotel and promised either a change in reservation or cancellation. I was convinced not to worry and that everything would be taken care of in 2-3 business days (after my check-in date). I didn't hear from SnapTravel and when I contacted them, the new representative informed me that nothing was done, the hotel didn't respond and a document was still needed. When I contacted the hotel manager, they refused to cancel or modify my reservation because my check-in date had passed. SnapTravel's Facebook Messenger customer service did not work and was very frustrating. When you call, you are transferred to a call center. Although the representatives are very friendly, they did not help whatsoever and promised resolutions they did not follow through on.