I have booked one of hotels in NY on some websites, and I had a bad experience at the hotel, so I wanted to get refund from them (not Tourico). However, I called the company so many times and left messages, they never got back to me!! Also, I thought I I finally reached one of people, it was a horrible customer service!! so I decided to call the number which was for Tourico Holidays and asked them if they could help me to get a hold of the agent and money back. Tourico tried to help me a lot with a great customer service. Unfortunately, I have booked the hotel thru the online (not Tourico), so there was nothing they could do for me, but they were really helpful and professional.