Just tried the 866 number again to change to a hotel room type. When I asked about room sizes and they didn't know, they put me on hold and called the hotel -- and got the answer in about 90 secs.
I am impressed with how well trained and helpful the ctrip agents have been both times I've called, and although their English isn't perfect, it's been readily understandable.
I'm turning into a fan of ctrip for China travel.