I booked a hotel room through this agency. When I arrived at the hotel, my four-year-old who is special needs (with a trach and feeding tube and various other medical challenges) started having severe reactions due to pet allergies/mold in the pet friendly and not very clean hotel. We immediately left and booked the hotel next door to stay and administer emergency breathing treatments. The hotel willingly tried to issue my refund given the fact that we had to leave immediately after check in. Snaptravel refuses. When I called, the agent refused to put the supervisor on the phone and refused to give me information about their corporate office. She said she can't even tell me WHERE the corporate office is located. The agent then said the supervisor would call me back... As I expected, I never got a return phone call. I have an email from the hotel clearly stating that they are willing to give me a refund but since it's booked thru a 3rd party (snaptravel) they're standing in the way. They claim they were unable to negotiate with the hotel on my behalf which makes absolutely no sense. I have never seen a company so unwilling to cooperate. This company is a sinking ship at the rate they're doing business and how they treat their customers. If the hotel witnessed this situation first hand and is willing to give the money back, this company should not stand in the way. Above all, customer service is extremely hard to reach and very unprofessional if you finally do reach somebody.