I booked a hotel in Ottawa through hotwire one week before my long weekend holiday, paid online and got confirmation letter from Hotwire. However the day when I tried to check in, the hotel said Hotwire did not book the hotel for me. Contacted the Hotwire customer service several times and asked them to find another hotel for my family and they could not, my family could not find other hotel either. After 3 hours waiting for their customer support response, we got nothing. My family (my wife and I and 2 little kids) had to sleep in the car along the street after 7 hours driving. The kids cried whole night and we almost did not sleep. The night was awful not only because we were exhausted, but also because of the bad customer service we received from Hotwire. My family long weekend trip was ruined by Hotwire and we did not have any mode to enjoy the long deserved vacation. Hotwire only refund my money back. The so called compensation is to give me 50% credit for next trip and must be used within one year. The bureaucratic customer service and bad company policy make me never use their service any more, basically the compensation means nothing to me. We will never use hotwire again. This appears to be an ongoing issue with this company and how they handle their customers. I am very disappointed in this company.