When I booked the apartment, I started to try contact them over 15 times, but the phones number was ring as normal, but noday answer. I also contact hotels.com customer services. Also they can't contact with them. I asked them return my money, and customer services told me, after 3 days, if apartment host still not answe, they will return my money. But they didn't answer me any messages, only I contact and write to then first, then they answered and tell you only waiting. even I'm gold member. this apartment host is cheater. And I give customer services number is 0 this times.