I only use a PVP, but at times I put the room on hold and give him a call. Always returns calls, will let me know if a final payment is approaching, lets me know all the latest news prior to being posted to include a change in port literally as I was waiting to board the ship which was prior to the letter that Carnival handed us, will change a cruise should I change my mind without loss of funds and always tells me the best offer that I have available but most importantly I never have to call Customer Service (he has even handled excursions for me).