Online Travel Booking and Bidding Agencies - Hotwire Express?

I was just contacted by Hotwire and told that I am now a Hotwire Express member. This would allow me extra services such as refunds for cancellations and hotel changes if, when I arrive, I don't like the hotel

Anyone have experience with this program? Is it all they say it is?

Hotwire emailed me in February that I'm a Hotwire Express member. It's an extra benefit for frequent Hotwire users. Hotwire didn't define what qualifies as "frequent user" but the threshhold must be fairly low as I don't use Hotwire much...maybe 4-6 times a year.

Hotwire Express benefits include 1) a dedicated 1-800 customer service phone number for Hotwire Express customers, open 8am-8pm and staffed by U.S. based representatives and 2) "more flexibility when your plans change".

Hotwire doesn't explicitly state that Hotwire Express customers can cancel a noncancellable reservation and I haven't had occasion to test that yet.

The last email I received from Hotwire Express included this:

There are no blanket policies for Hotwire Express customers – all issues are treated on an individual basis. And all our travel specialists are empowered to make decisions regarding your unique situation. This is a no-fee service and our way of thanking you for being a loyal customer.

That's so vague it's hard to know if there's a concrete benefit to Hotwire Express besides the U.S. based customer service agents. I've experienced good and bad customer service from phone reps based in the U.S. and abroad, so "U.S. based" doesn't automatically mean "better" to me--although sometimes it does.

Have any Hotwire Expresss members tried cancelling or changing dates on a noncancellable/nonchangeable reservation? Any luck?