I have recently booked to go to Naples mid May. I had to change my dates, and as a result have called them several times and got through 1st time each time.
The two people that I have dealt with were very helpful and friendly.
Remembering that they are 5 hours behind, I have tended to call them around 8pm GMT. I have used the following number:
001 239 643 1717
I hope I dont have a similar problem in the future. I did notice when I paid the $500 reservation fee that it stated that it was fully refundable if you dont use their services.
Finally if you are calling the usa a lot which I tend to do, and you or your family might especially whilst you are there you might want to subscribe to
www.1899.com
Most calls made to the USA when you predial 1899 are fixed at 3p per call. NOT PER MINUTE!