My own experience was quite at odds with the above and has resulted in a very negative impression. I recently booked the Peninsula through WhataHotel.com. The email booking confirmation did not match what I had booked -- it was the same price, but without breakfast, late checkout etc. I emailed the web site asking what is the status of my booking, and why is it different than what I had clicked on! No answer to my email.

So, my own experience is bait-and-switch on the room rates, and no email follow-up (this is over weeks). Apparently the owner/CEO has time to post ads on FT but not time to oversee the proper running of his business in compliance with the policies he espouses but seemingly doesn't implement.

I've dealt with lots of high-end TA's over the years, but this one is close to the worst. Just my recent personal experience.