I understand your frustration, and the feeling of your hard earn time and money going in deaf ears. I know I'm kick a person while there down, but ALWAYS book when you see availability. Thats why free cancelations exisit. Also set your expectations that this is one person, who will take vacations, call out sick, and any of the many things that cause a person to not be at work. Welcome to the Bonvoy high hopes, low results club.