I can t review on their hotel but only their custo...

I can t review on their hotel but only their customer service. My husband and I finally have been able to take a vacation and we were headed to Washington DC with an overnight stay in NJ. As our luck would have it, we noticed our tire pressure light come on and pulled over to quickly find one very large nail embedded in the back. At this point we are in CT on a Sunday night with only the little donut to drive on. We called the booking company who called the hotel and asked if they could refund the money so we could rebook in CT as we could make it there or home. Their response to the request was we can t we already charged the card As I understand their may be people who take advantage of stuff we aren t, we strictly couldn t make it the 100miles to the hotel. I am sure the hotel is wonderful, but their customer service needs some rethinking.

The booking company called the hotel on my behalf asking them to honor the cancellation and they refused because it was paid for. Thankfully Hotwire was so incredible with their customer service and truly did try to help out with this unfortunate situation.