Hotwire.com - Not the Lowest Price, Poor Customer Service
Hotel Room - Complaint
COLORADO SPRINGS, COLORADO -- Do not book with Hotwire. After their recovery charges I paid MORE than the cost of booking with the hotel itself. When I called customer service, "Stephanie" was literally the rudest person I have EVER had the displeasure of speaking with. Stephanie laughed at me when I expressed frustration, refused to transfer me to a supervisor after I asked at least 30 times (this is NOT an exaggeration, they can check the tapes), tried to refuse to give me her name, laughed at me again when I explained that it was mathematically impossible to pay MORE in taxes on a rate that was LESS than the hotel website and then, when I asked for her id number so I could report her poor service, she told me she didn't have one.
I then asked how I would report her if she were to tell me "screw you" in the course of our call (NOTE: I did not curse) and she told me I needed to act like a lady. When I explained again that I did not wish to wait on hold to speak with a representative who actually would connect me with a supervisor (she told me that was the only way I could because she was not allowed) she put me on hold. When she came back she asked how long I had waited on hold and I told her 5 minutes. She said "then you're lucky." I was furious. I asked her if she was proud to do her job because it did not sound like it. She laughed at me. I forced her to say that she was refusing to send me to a supervisor and when she agreed I told her I was unsatisfied with her service and that she had not helped me at all.
My agency of 30+ people will NEVER, EVER use Hotwire. Not only because of the fact that they did NOT give me a lower total price (and that may very well be covered in the T&C to cover their rears but it's poor business and I should know, I work in marketing and branding) but because their customer service is horrible AND they are unwilling to undercut their own profit by $2 to make a customer satisfied.
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