I won't bore people with the details. I will only say that while the process of scheduling hotels, flights, etc... online is smooth and easy, dealing with their customer service is a nightmare of galactic proportions.
If there's any possibility whatsoever that you'll need to change or cancel a reservation do yourself a favor, pay the small extra amount to go directly through the hotel or airline and consider it money well spent.
Dropped calls that aren't returned, each subsequent calls requiring starting from ground zero, not listening to what you're saying, but instead apparently reading off a script is just a small part of what I had to deal with. In the end I just gave up and ate my lose as it wasn't worth the hassle.
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