I booked a OMG hotel and theatre package via Travelzoo for two nights in London 11/12 Aug for my mother and myself at a cost of £389. What I didn’t do was review each of the 4-star hotels that were listed on the OMG site. When the reservation came through it was at the Good Hotel in London E16 (a 35 minute train journey from the Theatre!). This wasn’t the major problem, the fact that The Good Hotel is a floating hotel was a major issue as my 80 year old Mum has a morbid fear of water. So I emailed the booking manager immediately on 6th August who confirmed the reservation as her email stated “please contact me if I can help”. I asked for the reservation to be moved to another hotel that wouldn’t cause my Mum such anxiety. I also called the customer service line, which puts you into a never-ending loop of choices which means you don’t have the opportunity to speak to anyone in person By 11th August I still had not received a reply, so I booked an alternative hotel as there was absolutely no way my Mum could stay in a hotel room floating on water. I also sent another email requesting a response. At the time of writing I have not received a reply to either email that was sent to Frannie Jenkins, Booking Manager. This was my first experience of using OMG hotels and Travelzoo for that matter - I won’t be using either again and will be sharing this review with Travelzoo as well. Appalling lack of customer service!!