When you say hard to book meaning delayed responses? Or last second cancels?
I was one of their most "frequent" clients for a long time.
Then after 2017 or so, the phone service became quite bad.
What you say. Delayed responses. Bad instructions (girl in LI instead of NYC, and they booked me anyway), and mostly the rude service. That was the kicker.
I had a flip phone until winter 2018. They were quite rude about sending me the locations in text format compatible with old style text messages.
And after using them for so long and for so often.
One time they
canceled on me due to my not being able to read the locations, so I booked with AS/PP instead.
Then they texted me back while I was on Metro North and said "OK, go to the <so and so> hotel for Diana".
I said "no can do, already booked with the Chinese agency".
Vulgar Kim came back and said "Ewww Chinks".
Never booked with her again.
And this is a woman who now manages 95% Brazilians...