I have been a customer for many years and been using this app everytime I've traveled. This past trip I was recommended a hotel that should not be on this list at all. When we arrived the hotel was very dirty. The room has sheets that had not been washed or changed. They just made the bed with the same dirty sheets. We took pictures and went to the front desk to show them. We called hotwire customer service to get our money back and they told me that they could not do anything about it.