The policy says no longer wait time of 5 min to ge...

The policy says no longer wait time of 5 min to get a live agent on the phone. Not only was I able to get through right away to make a reservation, but God for bid you want to cancel because I was on hold for 43 min, and then was hung up on when they finally picked up the phone . Finally got an agent on the phone only to be placed o hold again and again and again. Long story short I now have ton pay a service fee of 19.99 to cancel in spite of the horrible service received. I will never use them again and I would suggest the same for anyone booking a hotel. It's less to go directly to hotel site. I repeat I will never use this company again.