Question: booked a room at the DoubleTree hotel in Vancouver, Wash., through Hotwire, for our children's and grandchildren's stay over Thanksgiving.

We received a confirmation of the reservation for Wednesday, Thursday and Friday nights for a total of $272. We had no further communication with Hotwire.

When our children arrived at 10 p.m. with their kids — 7-month-old twins and a 2-year-old — they were told that the reservation had been canceled by Hotwire.

I didn't get any message or email from Hotwire saying that it was canceling my reservation. The kids were all stranded at the DoubleTree. That was frustrating and embarrassing.

I called the customer-service line three times that night. None of the representatives knew why the reservation had been canceled. They just said that they would call us back. But they never did.

This was horrible customer service, and our children were stranded. We had to pay a much higher rate for a new reservation at the DoubleTree. I'd like a full refund from Hotwire in the amount of $272, the amount we reserved the hotel for.

— Meldra Driscoll, Vancouver, Wash.

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Stanley Ziemba
Chicago Tribune