First bad experience

When I tried to book a room on the site I was advised to telephone to make the booking....I had an extremely ridiculous time trying to explain to the young man on the phone what I required....I could understand that to his ear some of the Scottish place names were maybe a bit difficult to get...I work with the phonetic alphabet and spend a lot of time on the phone...so I understand the need for clarity...I spelt the names using the phonetic alphabet,gave him the post code etc...still he seemed confused. I was put on hold then told there was no one at the hotel when he phoned to check availability and that someone would call me the next morning. I am pretty sure he just wanted me of the phone...no one called the next morning so I just went back onto the phone and booked a more expensive room...just to make sure we had the required date. Someone did call...but not till the afternoon...which was to late. I did say above I would recomment the site as I have used it before and never had a problem.