My wife and I used Liberty in Stamford CT to book a 5-night trip to the Caribbean. Although we indicated a preference for something akin to a Marriott or Sheraton, they assured us the 4-1/2 star hotel was much better. When we arrived, they clearly had no record of our reservation. It seemed as if the hotel had been built and furnished in the 1970s, and maintenance was not particularly important. Even some of the amenities listed were not in the room (DVD, etc). The view was of a parking lot. When we called Liberty to express our dissatisfaction, the response was "what do you want us to do about it." He also suggested that ratings were all they had to go on what were they supposed to do? I suggested that, as a travel agent, my thought was they were the travel experts. If they were unable to provide anything beyond what I could find myself on the internet, what exactly was their role? The subject was quickly changed. We asked that they find us an alternative hotel. The agent said he would try but it was a holiday weekend and so he might not succeed. After waiting for a call back from them for more than hour, my wife made a call to the Marriott, who directed us to call one of their affiliates. We booked the room in less than 10 min after we had started to look. We called Liberty again. They expressed some surprise that we had found a room we can only wonder if they had tried at all. We were able to retrieve our voucher and did get a refund, so that was a positive. We talked with friends afterward who also had negative experiences with this agency, so we will be staying away from them.