"We travel the world, and do this every year twice.
Our trips can be of any types: escorted or independent.
If all things were well, then there wasn't really a chance to judge the service provider.

Unfortunately, on this 2-country, 5-city tour, we had an issue with one hotel, and tripmasters.com had definitely failed to stand up protecting its customers.
We arrived at the hotel around noon and left the luggage then began our wandering.
We came back roughly an hour later to leave some items, and the staff was flexible to let us taking our room then. We immediately noticed a very strong septic-like odor the moment the door was cracked open.
Having stayed in many older Europe hotels previously, I was wondering if this simply was the scent of "old" building, though my wife insisted from the beginning that it was septic-like odor.
We stepped into another room which was being cleaned and noticed ABSOLUTELY no such bad odor. We walked back to our room through the hallway, and the moment we cracked the door, the septic-like odor once again struck us. I now completely agreed with my wife's initial assessment.

I worked with a hotel staff and a supervisor to change to a different room due to the health hazardous condition. While we were resolving this issue, more guests were coming and checking in to their rooms. The supervisor steadfast refused changing us to another room.
I decided to call tripmasters.com, reported the issue and requested their assistance to get our room change. tripmasters.com staff put me on hold to call the hotel, and she eventually explained to me that the hotel won't put us in another room. We either stay in that room or she will help to make another booking in another hotel and we'll pay for that. Additionally, the hotel has the exclusive right to refund our money or not. Considering the situation right there, we know that it was just a way for tripmasters.com to say we'd lose 100% of our money.

I responded that I will never get any travel arrangement through tripmasters.com and I’m ready to do it all on my smartphone from Spain. I also informed her that I'll share my bad experience on online forums, and I'd like to speak to a supervisor. She put me on hold forever and eventually I had to hang up. My smartphone recorded the phone call from Spain to USA was 38 min 30 sec long, without any result by tripmasters.com

After I hung up the phone, I questioned the supervisor that why they must put us in that unhealthy room, while many guests were still coming and getting other vacant rooms? I stated that the unsanitary room must be taken out of service until the odor is fixed. At this point the supervisor agreed to switch us to another room which ABSOLUTELY has no such odor.

To sum up, tripmasters.com had badly failed when its customers needed its help the most. For that, I’ll never do business with tripmasters.com again."