last minute so we rebooked through their guarantee and they offered up to twice our original booking. However, when it came time to reimburse us the difference they made a math error that incorrectly shorted us our reimbursement. I pointed this out and and got a reply saying the offer was final and if we continued to "argue" they would reimburse us nothing. I called their customer service line and was eventually put through to a manager who understood and acknowledged that a math error was present, but was told the manager would talk to the reimbursement team and explain the situation - I couldn't talk to them myself. A few days later, another email from reimbursement letting me know that my claim had been revisited, their original offer was still our only option, and that since I had continued to argue and escalate the case was now closed, but if I wanted the original reimbursement with acknowledgment that we accepted it as correct they would reopen it and still pay that.

The math error only amounted to about $50, so it wasn't worth fighting out further and I took the incorrect amount. But I was still shocked that they refused to acknowledge a math error but chose instead to threaten me with the complete loss of the reimbursement if I didn't take their incorrect amount. Glad you've never had a problem, but if you ever do, I hope they treat you better than me. Definitely one of the poorest customer service experiences I've ever had and will not use them again.