A guest of ours was led to believe they were speaking with someone at our hotel directly, I believe this to be intentionally how they answer their phones at Reservation Counter, which is "Reservations". The guest was guaranteed a bed type that was not available. They were also told that the booking was non-refundable. They tacked on additional monies to pay their fee and brushed it off as our rate, which is not accurate. This company should be ashamed.