The intial request for a quote was sent to Huw, as our regular contact, Lee, was out. However, Huw suggested that we wait a day for Lee to retunr - no problem. Michelle picked up our request, and took a few days to reply - after I called, it seemed our quote was in her "drafts" box. The quote missed a few key factors (didn't confirm that we could play at Las Americas without handicap certificates, quoted for a double room (not 2 singles), quoted for a hotel in the wrong area. I requested a corrected quote, but another few days went by and I heard nothing. I called Lee, and he sorted everything within a day - he confirmed with Las Americas that we could play without certs, quoted for single rooms and explained that you didn't have contracts with any hotels in Las Americas, but still got a quote for one in that area. We booked the next day. Had this been our first experience of YGT, we may have looked elsewhere, but Lee has been looking after us really well for a few years, so I knew he would resolve any issues. I'd suggest that Michelle maybe needs a little more training, or "buddy" support. I have the email trail if that would help.