My wife and I ran into this problem back in January. We hotwired a 2* in Mobile, AL, which ended up being a La Quinta. At the time, she had a broken leg and could not climb stairs. We called the hotel three days in advance, who promised us that they would hold a bottom floored room. When we arrived, all bottom floored rooms were occupied - they did not honor their promise. So, the desk clerk and I called Hotwire together. At first, they were not going to refund the money; however, the desk clerk was nice enough to get onto the phone and plead our case. At that point, they agreed to refund our money as a "one time courtesy." However, they have since created a "Hotwire Express" classification for VIP members. Since then, I have received this classification, and I have had no problems working with customer service. So, if you use Hotwire a lot, and have received this classification, you may not have any problems.