May 2010 in Memphis, TN: I open the door to my downtown hotel room. It smells a bit musty, the floors a bit creaky, and the noise from the street is surprisingly audible for a hotel of this rating. I reach for a complimentary water bottle to discover that the bottle's security seal had already been broken, indicating the bottle was already consumed and then refilled.
All this comes after my first impression, where I had trouble getting into the hotel in the first place because they lock their doors at night to keep the crazies of the night outside.
I felt uncomfortable. Really uncomfortable. And I didn't want to stay here for the next 3 nights that I had booked. Turns out there's more to Memphis than Beale Street!
So I called Hotwire. I spoke directly to a Hotwire Express support representative in the United States. After listening to my story, she explained that Hotwire doesn't offer refunds or exchanges (which I knew), but due to my history with them, they were going to rebook me in another hotel at their expense.