Service support is less than skeleton level. There is no inputfield you can ask for help. You can only read their FAQ which, if it does not include your issue, you're on your own. They don't wanna know. The only place to get their attention (eventually in slow speed) is to write in the Feedback input field where, if you ask them to sort a problem, they just tell you to go read their FAQ, so you're back to where you started. They take your money from you straight away even though your holiday doesn't begin for many more months. They don't give you grace period to reconsider. If you wanna change your booking, they will not refund your booking fee (the part which is their commission). Therefore, you should be advised not to make the booking until you are really really sure that's the accommodation you want. And they sensor your communication with the hosts too. Watch out what you write. After experiencing the above for the first leg of my journey, I decided to book the rest of my holiday through elsewhere.