Well I apologize for everyone else having a not-so-great experience with Resort Stay International! Mine on the other hand went a lot differently...not great, but not bad either! The simplicity of basic customer service etiquette is indeed shotty. The first 2 reps that I initially started with were giving me a lot of gibberish and muffled monotone responses. A lot of coughing, putting me on hold excessively, etc. And then I finally got Jennifer ;) She's made life a lot easier, and things went much smoother from that point on. She's great in customer service first and foremost, and very detailed and consistent in everything she promised relating to my stay in Vegas. Every time I had a question or two I would ask for her, and if she was busy then she would ALWAYS return my calls. I just came back from Vegas. My trip was WAY to short however! Wish I would've stayed longer. But anywho everything went accordingly and she delivered as she said she would! And therefore I would use them again in a heartbeat. The household income stuff was laid out, the $99 refundable fee was given, extras were honored etc. I couldn't have been more satisfied! Thank you Jennifer!!!