I was trying to book a Hotel in Budapest but had a problem with my Credit Card, as I was trying to figure out what to do next OnHotels.com called me and talked me through the process and got the hotel booked, v impressed! Afterwards I came across some bad reviews here so contacted the customer care again to say I wanted confirmation from the hotel and not just OnHotels.com of the room booking, again handled so quickly, efficiently and personably by the customer care (Katalin). Haven't actually gone on the holiday yet but to be fair, their customer care is better than anything I've come across for an online site!
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