Funnily enough having an experience with kaligo today. Had a phone call from them referencing an email which I'd overlooked as spam saying that due to a computer error at hotel our booking for next week had eithet been cancelled or not confirmed, not sure which. Hotel now full and they offered alternatives , one of which we've accepted and confirmed . just hope we have a reservation when we check in? Not really impressed. Only tried them for the bonus avios. My general rule is book direct and don't reward the middleman but too be fair sometimes Expedia et al help hoteliers shift unsold rooms late. This booking was 6 months ago though, the destination now busy and rates higher , just makes you wonder?!