To increase customers' confidence when purchasing hotel rooms, Hotwire pledges to rebook or compensate travelers if it lowers a property's star rating before, or within 60 days after, their hotel stay.
Hotwire will review customer feedback and benchmark its ratings against other leading travel sites and traditional third-party sources on an ongoing basis. If after thorough evaluation Hotwire determines that a property rating should be reduced, Hotwire will work to rebook customers with upcoming reservations or provide compensation in the case that a comparable property is not available.
Hotwire will also proactively compensate customers who have stayed at that property within the past 60 days by providing HotDollars to be used toward a future travel purchase on the site.
"Since Hotwire customers don't see the hotel brand until after purchase, we want travelers to be assured that our ratings are sound and know that if there's a problem, we'll make it right," said Tim MacDonald, vice president of product management at Hotwire. "Since there is no industry standard for hotel ratings, Hotwire's new promise gives price-conscious customers greater confidence in our property ratings and their purchase decision on Hotwire."