You know for a lot of people simply calling a property is not so simple. A lot of people travel internationally and international calls on mobiles can be costly and can often drop at the precise moment you try and conclude the transaction after providing 10 bits of identification, which has happened to me several times when dealing with credit card issues overseas. Much simpler to just have a working online portal. I would have just submitted an online complaint/query saying I want the room cancelled or if they supplied email addresses for properties like SPG used to do you could have simply emailed them and had a written confirmation of the communication for the later credit card dispute!