I did get a good price with them, but wanted to change my accomodation as we were already staying there for 7 nights. I could only get through via logging a request and the responses were slow to come through. I asked if I could just take a credit, to which they also said no, which was fine, as I was in the 7 day no-cancellation window. But then I suggested booking an additional 2 nights (for a total of 5 nights) at another hotel they had at a higher rate, which would have given them additional revenue. Unfortunately, the service team was just trained to respond "No, you're already in your non cancellation period." It doesn't make a lot of sense that you wouldn't take my additional revenue for a hotel switch, but then again, maybe they operate differently. In the end, it wasn't a huge problem, but if we had been staying somewhere awful, it could have been a nightmare. I'll likely book with Booking.com, because they have quick responses from customer service and are accessible via phone and live chat too. They also have a bit more flexibility in their cancellation in certain cases - like, if i wanted to upgrade or take a credit.