Hotwire Complaint - Re: Complete Scam
Last Sunday, we searched on Hotwire.com for a hotel to attend a family member's funeral this upcoming weekend (November 15th-16) in Champaign, IL. After finding a room in Rantoul, IL for $69, we selected this hotel and were prompted to create a user account. After creating the account, we were returned to the search page. Rantoul, IL was still in the search bar, so we assumed that everything else remained the same. After receiving the exact same result (a 2-star for $69), we again selected the hotel and proceeded to finalize the deal.
When I received the confirmation e-mail, I noticed that the subject line included the date 11/08/08. My roommate and I found it odd that they would put the date that I purchased the room and not the date that I reserved the room for. Upon further inspection, we found that Hotwire had instead sold us a room for that night, November 8th. I immediately called their customer "care" line to be put on hold for nearly 55 minutes. The man I spoke to informed me that I would need to fax them the info regarding my booking and screenshots of the e-mail I received and of my original search prior to creating an account. He went on to walk me through the process of getting a screenshot.
I received no word for two days. I sent in another e-mail and called back 4 times only to be told that "it was being reviewed". This evening, I finally received an e-mail from their research board stating that they could/would not book me for the correct date because I "did not turn in sufficient evidence of my case." They claimed that the timestamp on my search was different. To that, I say "No S***." If I knew that I was going to get screwed, I wouldn't have even gone onto the website.
Continuing calls and e-mails have resulted in one clarity. Hotwire REFUSES to right their wrong. The initial CSR that I spoke to even said that it sounded like a computer error.
I'm sorry, folks, but if a company won't even have the common decency to correct their mistake, then I want nothing to do with them. Thanks to them, this reluctant family weekend has become nearly impossible. Due to the Illinois/Ohio State game, almost every hotel in a 30 mile radius is completely booked.