Hotwire saves the day for snowed-in customer

Most hotels offer less expensive, nonrefundable rates that can’t be changed, no matter what your circumstances. Book them through a site like Hotwire, and they’re extra nonrefundable, because of the site’s strict no-cancel, no-refund, no-change policies. Or are they?

Maybe not. Despite the recent things I’ve written about the site, buying through Hotwire can be helpful. Just ask Beth Ann Stasiowski, who had booked four nights at the Sheraton Reston Hotel in Reston, Va., recently.

On Saturday, Feb. 6th, we received 30 inches of snow. I was snowed in and couldn’t get to the hotel. I called the hotel on 2/7 to see if they would extend credit for Sunday night (2/7) because of the blizzard.

I was told to call Hotwire.com. I spoke with Angela at Hotwire, who called the Sheraton in Reston, Va., and spoke with Barbara. They agreed to refund one night at $54.

So far, so good. But as you know, the snow didn’t stop …

I went on the business trip on Monday, Feb. 8th, and on Tuesday, Feb. 9th there was another large snowfall of 12 to 15 inches of snow. I was 12 miles away from the hotel, and was not able to return to the Sheraton.

Thinking there may be a possibility of not being able to return to the hotel if the weather got too bad, I took everything with me. Then the governor of Virginia had declared a state of emergency for Virginia and everyone was told to stay off the roads.

I then called the Sheraton in Reston and checked out over the phone because there was no way I would be able to get back. I spoke with Barbara at 8:30 a.m. on Wed. 2/10. She agreed to check me out over the phone.

Since I was able to get a refund for the first night because I was snowbound, I called Hotwire again to get a refund for the remaining two nights. I spoke with Jan at Hotwire. Jan said she called the Sheraton and spoke with Barbara, but Barbara would neither confirm or deny that I had checked out.

I then get an email stating that the remaining two days are non-refundable. I don’t understand how it can be refundable the first time I was snowbound, but not the second.

Well, technically none of her room nights were refundable, but the hotel was making an exception at the request of Hotwire, which was acting as her intermediary. But since the Sheraton offered her a refund on one room night, I think the least it could do is tell her why it was denying her the other two nights’ refund. So I asked Hotwire.

A short while later, I received the following update from Stasiowski:

I received an email from Hotwire today saying they are refunding $108 for the remaining two days of my trip. Thank you so much!

I’m grateful to both Hotwire and Sheraton for making an exception to their policies. Refunds on non-refundable rooms are rare, and still rarer when you’re dealing with Hotwire. But it never hurts to ask.

(Photo: MαcIomhαir/Flickr Creative Commons)

  • Mike

    Well I can see the refund for the remaining two nights based on the Governor’s issuance of a state of emergency. When that happens you can be ticketed or arrested for even being on the roads and I believe that would be an extreme circumstance that would warrant the refund.

    Congrats to the hotel for getting this one right and allowing good and reasonable customer service to prevail.

  • Sean

    Hotwire was extremely customer focused on this one, but it’s opening a can of worms for themselves. They might as well remove the “non-refundable” off of the website if it’s actually refundable under certain circumstances. They’d be better off being consistent and not refund then make exceptions to the rule or post “non-refundable with exceptions.”

    I’m happy for Ms. Stasiowski and the fact that Hotwire was so accommodating, but where does it stop.

  • The Good Doctor

    Had she booked directly via Sheraton.com, they probably would have extended her the same privilege, so no real advantage through Hotwire.com.

  • Drew

    Congrats for getting this right–but I’ve got to wonder…
    who books for a business trip through Hotwire?

  • Carver Farrow

    @Sean

    Actually, no. Making an exception to a rule does not invalidate the generally applicability of the rule. Basically, the regular run of the mill reservations are non-refundable. However, Hotwire, like any other merchant, may choose to waive the rule on a case by case basis, which is what happened here.

  • Carver Farrow

    @Doctor

    Presumably she booked through hotwire because she felt that she was getting a good deal. Whether that turned out to be true of not, who knows.

  • Zally

    Well, considering that she probably saved considerably over what she would have paid if booking directly thru the hotel, I think there ARE advantages to go thru Hotwire.com.

  • Carver Farrow

    @Drew

    Why not? If the choice of hotel isn’t an important part of the business trip.

  • http://www.kerala-travel-tours.com/ nisha@godsowncountry

    Hotwire is a good option as it is totally customer focused.

  • Sean

    @Carver – IMHO, they are setting a precedent, even within this example. She received a refund initially and since they agreed, the precedent was set and she expected a refund on the second situation and escalated it to a customer advocate when the precedent wasn’t met. While Mr. Elliott didn’t ask for a refund, rather only an explanation, the power behind him probably weighed heavily on Hotwire’s decision. Negative press is a powerful tool, and I’m just waiting for the day when someone claims a discriminatory application of exceptions, and see where that leads.

    With that said, I realize that exceptions can be made and are all the time, however, while it doesn’t hurt to ask, I wouldn’t elevate the issue to a customer advocate, when I know full well that it’s an exception to the rule, not the common practice. It’s the risk you take using sites like Hotwire, if you don’t like it, don’t use them. Don’t complain when they decide to uphold the rule.

  • Carver Farrow

    @Sean

    I understand your concern. And I agree halfway. I’ll always ask. I don’t think that its ever unethical to ask for a favor. That being said, I wouldn’t elevate that request if my favor is basically just my buyer’s remorse.

    However, I believe that a company should be required to allow a cancellation under these circumstances. As such, I have no problem bringing whatever resources I have at my disposal.

  • http://www.angrymarks.com/ Kevin Fields

    It wouldn’t have been wrong for Hotwire or Sheraton to deny the refund based on the rules that Ms. Stasiowski was most likely aware of when she agreed to the rooms.

    However, considering the extreme circumstances, it makes for great relations to honor the cancellation in this circumstance. A state emergency banning all travel, IMO, supersedes any business’ needs to collect payment for services not rendered.