If I could give zero stars I would. They couldn't find my reservation on my first reservation and told me I needed to talk to Shop, their credit card acceptance service, to get the refund. Shop told me I would have to talk to them. Finally, I went to my credit card company to dispute the charges so I wouldn't have to deal with them anymore. On my second reservation, we changed our trip plans due to weather. When I called to cancel the reservations, they told me that under condition 16 of the terms and conditions, they would not refund the reservation. I get that I should have read the terms but it is ludicrous that a travel comapany wouldn't allow you to cancel your reservations when your plans change. This membership is worth less than what I paid for it and I got it for free from Capital One.