I'm so disappointed with the STA agent that I felt with. I needed a last minute flight and hostel…read moreso I went in for help. The hostel that was booked and supposedly confirmed by the STA agent, ended up calling the agent the day before my flight saying they couldn't take me. She received the call in the morning but didn't try hard to contact me. I didn't find out till 5 pm the night before I was leaving. Because the agent only gave me one other option for accommodation, that was grossly over priced, I spent two hours with help of my family finding a place to stay which STA should have done. Second, I asked her to book a hobbit tour. The travel agent booked ONLY a bus to hobbiton,not the actual tour through the movie set that I requested. Eventually the manager stepped in and fixed that for me. The day of the tour came along and I ended up waiting two hours for the bus to pick me up, but it never showed. I called the company and they said the tour was cancelled and that they informed STA. STA never contacted me about it. I had to call them, which to me shows a lack of customer service. The tour company said I will get a full refund for the tour since it didn't happen which is great. It's been OVER a month not and STA still has NOT refunded me the $215 of the tour. This complaint is not about STA as a whole but the person who started this all. The manager has been great, communicating with me and trying to help me, but I have never been so disappointed with a travel agency before.