[lotsofpulp]

They actually are a middleman (travel agent). I stick to dealing directly with the big hotel brands, as their policies dictate that if you aren’t able to be accommodated, then they will find you an equivalent room and pay for at least the first night. And if they can’t do that, I would trust them to compensate some other way.

Otherwise you can just do a chargeback and claim services not rendered and you should get your money back that way.