We booked our family holiday to Florida this year. We actually finalised the booking in December 2009 and traveled in March 2010. It was supposed to be a hassle free holiday for us and our three children. However, the incompetencies of Best At Travel started to surface when we tried to check in at LHR. Our agent at Best At Travel had not paid for our youngest daughter's supplement on the flight which meant she was not a confirmed passenger. However, all of the documentation stated otherwise. We had to pay there and then and get a ticket. At this point we were already getting very stressed. Secondly - we had asked the agent to request a refrigerator in the room....again we were told this was done.....but when we got to the hotel we were told that the request had never been made and that all the rooms with refrigerators had been allocated. Then we were hit with the daily supplement charge at the hotel...which we should have been told about at the time of booking but were not. I should have been worried 2 weeks earlier when I had to chase up for the tickets and the hotel booking confirmation. It was hard work dealing with Best at Travel. However, the hardest part was trying to get a refund from the agency. We were fobbed off time and time again and even told that it was our fault for not checking our documents - which we had done several times. The customer service team were inconsiderate, rude and obnoxious. My husband even emailed Ritu Sharma - the owner of the agency and even she never bothered to reply. Just goes to show how bad the service is. The agency then told us they would refund the money. When we checked our account they had only refunded part of the monies owed. When questioned about this they told us that this was a goodwill gesture and would only refund the rest once they had completed their investigations. What investigations? We had provided receipts and explanations - what more did they need! This situation has finally been resolved - 3 months and countless emails later! We have been customers of Best at Travel for 10 years and they have always come in cheaper in price than any other agency but you get what you pay for! All of our holidays have had minor snitches e.g. cars being late or our veggie meals not being ordered on the flights etc. but we have let these things go but this time was the straw that broke the camel's back. We would much rather pay a little bit more for good service and peace of mind rather than go with an agency that cuts corners and couldn't really give a toss about it's customers! So if anyone can recommend any other good agencies then please let me know!