With 9 months notice, I needed to make a 1-day shift in dates, I was flexible and happy to add a couple extra days, if that worked. On 3 separate attempts to reach customer service, I got "Hi, I'm whoever, how can I help you"...then nothing! I got up at 2:30am to be sure to catch an agent promptly and account for the time difference. But still, nothing beyond "Hi, how can I help you". I am planning a 2-month long holiday of a lifetime and this was a sad start. Eventually I cancelled the reservation at significant cost (half the booked week), despite the 9 month lead time. Didn't want to spend the next 9 months worrying if the on-the-ground service would be as bad as the online service. Disappointing to say the least.