Customer V The Host

Ive had many problems with hosting companies in the past, and each time i gain advice from other designers, i talk about it on forums (inc sitepoint), and i like to say i learn from my mistakes.

However, i obviously cant be learning from my mistake as i continue to have problems.

Now, this time i chose a experienced host. You could say they sold me a package and everything was good. No complaints.. well that was until today.

I come back from working away to find my website is down (www.avillafan.com)

I also find my host's site is down, and i also got no reply from a email. So i took it one step further and decided to phone them to find out whats going on.

And i get this reply ' Yes, we are sorry man - ill get it back up very soon'

Now what does this mean? very soon is a few mins. Its now been a few hours.

Now ive lost money in the past, as i like to go for yearly deals and each time i get caught out. And once again, im wondering am i entitled to get my money back? Now every other business the customer should come first and is aways right.

So how come this doesnt seem the case in the web hosting/designing business?