Hotwire Complaint - Misrepresentation & unfriendly Customer Service
I am writing this review to express how deeply I am disappointed in Hotwire's services. This is not the first time I use Hotwire for hotel reservation.
I have recently made a reservation for a hotel room in Miami beach, ocean front area. Hotwire represented on of the hotel as within the ocean drive block (which means within walking distance to the beach). As soon as I booked the hotel, I went and checked the hotel name & website. I was shocked when I learned that the hotel was doing a major overhaul and restoration. Other customers that went through the same ordeal than I had posted pictures on TripAdvisor showing how windows were boarded and literally no views were available. This is in addition to the noise caused by the work outside & inside the building.
This is a huge misrepresentation of the hotel. Other websites such as Priceline or Expedia do explicitly inform of such issues.
I was rudely treated by both the customer support agent as well as the manager. They claimed that they have no proof that there is work at this property although this is clearly mentioned on the hotel's website.
Hotwire refused to cancel or upgrade my reservation. The Customer Support manager did not express any regrets or even sense that this was a serious issue.
I called my credit card company and they were more than happy to support my case an issue a full refund. Bottom line: Horrible customer service, little knowledge of their offerings, Hotwire will lose not only a customer but their reputation. On the $$ side, they'd lose much more on the charge-back than probably what they'd have made through my reservation.
I work in the Ecommerce industry and managed international website with millions of orders per year. I have never seen such a mistreatment of customers and misrepresentation of products.