At Hotwire, the Customer Is Always Wrong! Worst Experience Ever. Do Not Use Hotwire Ever.
Hotel reservation - Complaint
To begin, their "get a hotel like..." was completely misleading. We got a hotel that was nothing like the ones listed in the category. When I called them the agent said, "I can tell you, you'll never get the hotels listed." O.k. first strike! Then they agreed to "allow" us to book at a higher rate a different hotel. During that rebooking the month of the booking was changed (agent error), to the month before we wanted. We did not find that out until we showed up at the hotel on the original dates and there was no booking. We had been counted as no shows a month earlier. I spent so much time on the phone with Hotwire (nobody with any apparent authority, however) trying to resolve the issue. They apparently went back and listened to the phone call and at the end of call when they were reviewing the reservation, we said, yes and that was the HUGE mistake.
Our mistake was so much more meaningful than their mistake that we had to pay for the 3 nights twice over. They did nothing to amend for their agent's mistake, NOTHING. The agents all gave the same pat response, basically pushing it off, wearing down the customer. The whole review process took a month and a half. Please do not use Hotwire.