Hotwire, Inc Complaint - Lack of Customer Service
This is the email that I sent Hotwire after speaking with 2 customer service reps and a manager not asking for a refund, but simply asking them a change in location:
Up until this evening, I have had no complaints about Hotwire. I have been happy with the services that I have paid for through Hotwire and have received what I have requested and paid for until today. After making a hotel reservation for near the Detroit Airport by selecting DTW, but being placed in downtown Detroit, I called customer service, not to receive a refund, but to be relocated to a hotel near the airport as I had selected because I do not have the transportation to get downtown. I had 2 customer service reps suggest that I take a taxi. When I told them that not only was the issue one of transportation to the downtown hotel, but also financially I could not afford to pay a cab to the hotel 18 miles from the airport which is why I selected DTW, their response was that my circumstances did not merit your company to honor my request for a change in hotel. I believe that not honoring what I requested is having no merit. I again was not asking for a refund, but to simply honor what I had requested.
I know you have rules, regulations, and policies to abide by and I respect that, but I also know that sometimes there can be extenuating circumstances that allows for those policies to be over ruled as in with most businesses. This was a situation that your management could have made a judgment call that allowed a family impacted by the economy an opportunity to have one less stressor, not by refunding any money, but by simply providing what I paid for which is a hotel closer to the Detroit Airport so that I would not have to spend extra money taking a taxi 18 miles further which will cost me about what I will pay for the hotel you routed me.
Thank you for the forum to voice my comments not that I am looking for anything to come of it, but that when your representatives and management speak of merit, they should talk from a place from which they show it. I will post this comment on every website that I found that has launched other complaints about your service and email, face book, and twitter everyone I know and ask them to pass along my story. I hate that I had this experience, but I will not make the mistake of using your services again.