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Never had problems with booking, booked about 20 times, currently having Genius second level and prices often lower than book directly with hotel (especially with 10% return on my credit card). When borders were unexpectedly closed in Russia, I had a hotel on Maldives booked in 2 days! The hotel didn't want to return the money or move the dates, they just told us that from their end borders are open (though flights from Russia are cancelled). I called booking support and they helped to persuade the hotel to move the dates without additional fee. So I consider service as good enough.
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