Hotwire.com Complaint - Hotwire Consumer Fraud
I recently booked a last minute hotel through Hotwire in East Lansing, MI. I was told it was a 3 star property.
When I completed the purchase, I was directed to the Radisson Lansing hotel. I knew we were in trouble as I headed down Michigan Ave toward the hotel and saw ton of major construction. About 4 blocks before reaching the hotel the road was closed. I tried to detour around the construction hoping to find an alternate entrance. The amount of construction was so great it took over 30 minutes to find a local traffic only dirt street that came close.
To my surprise, within 50 feet of the Hotel entrance where 2 tandem 18 wheeler moving in gravel, several large Caterpillar back hoes removing the sewers around the hotel, a concrete pumper, several cement trucks bring in new cement and a sewer ridding truck. In addition, there was a 20 foot mound of dirt blocking the street in front of the hotel.
I was obvious to me that this hotel was not going to work since there is no way anyone would be able to sleep or even hear their thoughts in the middle of such major heavy construction on all sides of the small hotel.
I call Hotwire.com to see if they could move me to a hotel that was more likely to be useful. I did not think that this hotel was likely to get a three star rating in its current shape and was really unfit for its intended use.
I got a robotic customer service agent that explained to me that the construction was a good thing since the city was fixing itself and that he had no power to change the reservation. I said that was good, but that I had no intention of putting my family in a hotel in the middle of such overhaul. No one in their right mind would stay under such conditions, and I am sure the hotel would have disclosed the construction if I had booked directly. He cited the very strict term of use on the hotwire website, but I explained that you were unlikely to be able to write a contract that would cover misrepresentation and consumer fraud regardless of the terms.
I have disputed the charges with PayPal and now have gotten several very nasty e-mails form Hotwire. I offered to provide the pictures I took of the scene to their "customer service" so they could see why I was complaining, but they were not interested.
Avoid this company at all costs. I would also avoid its sister companies like Expedia since customer abuse is likely to run in the family.
Given the number of complaints for deceptive practices by this company I have seen on the web, I believe there is ample evidence for a class action suit.