Hotwire, Inc Complaint - Save Yourself Trouble; Don't Use Hotwire
DENVER, COLORADO -- I have been a customer of Hotwire for a five years despite the difficulty I have had with the website. On more than one occasion, I was quoted a price and continued on to purchase the ticket by supplying my personal information and suddenly noticed the price jumped by $80. Keeping an open mind to the possibility that airline tickets can increase in price rapidly, I continued to have faith in purchasing from Hotwire. Two weeks ago, I convinced my husband to purchase a package from Hotwire for our family vacation this summer. As I scrolled through the various hotels, I decided on one that would work best for our family. I completed our transaction with hotel, car rental and flight tickets for 4, $1700 later. Having full faith that our family vacation was secured through Hotwire, I filed the Confirmation Email away for later review. Two days ago, I started preparing for our trip and reviewed the documents sent by Hotwire and noticed our hotel was booked incorrectly.
Somehow we had been booked for a hotel called Gaylord Palms. This was completely incorrect based on the information I supplied through the website. I had booked one hotel and got another. My husband quickly called the customer service line where he was treated rudely by both a call center representative and supervisor. Today, I again called customer service where I received the same discourteous treatment and policies/procedures and terms/conditions prologue. I even offered to pay the same amount for the cheaper hotel which I assume would leave Hotwire with more profit. Still receiving the same generic answer from the supervisor. Ultimately, I resorted to contacting the hotel myself and requesting a cancellation. The hotel informed me that they could not cancel since the reservation was through Hotwire.
I informed the reservation desk what I had been instructed by Hotwire and the hotel explained to me that Hotwire could cancel the reservation and refund. This brings me to my email to customer care which was replied with a copy/paste template of the same terms/conditions. By the way, I can quote "them" by heart now. Since I still did not receive quality customer service through the call center, I was forwarded to the Corporate Office where I assumed someone would have the courtesy to rectify the incorrect booking made by the website. I as not asking for a complete overhaul of my reservation or anything for free. I was just asking to be booked at the hotel we originally selected through the website.
At this point and going forward, Hotwire couldn't pay me to book through them.