Hotwire, Inc Complaint - Poor Customer Service
I made a reservation for a hotel with airport shuttle service, the hotel when booked had extended shuttle service, but recently cut it back and was not going to available during my needed time. I called the property and they said the other property still offered extended shuttle hours and to contact Hotwire to be switched. Hotwire would not even listen to my request and recommended making other arrangements. I asked to speak to a supervisor and she said they were too busy and would call me back within 48 hours. After 48 hours without a call I make an email request for someone to call me. They said they would return my call within 2 hours. 3 days later still no return call. I emailed again and finally had a man call me back who would not even let me finish talking about my request to say no. I had not heard back in so long that I had already made other arrangements but he never even heard that part because he was cutting me off. My main reason now for wanting a return call was to question the length of time it took for someone to return my call. He finally heard my request and told me they have had a lot of personel out due to the flu epidemic plaguing the United States! I am sorry, but that is a pitiful thing to say. The golden rule of thumb is: "never mess up an apology with a lame excuse"
For those who use Hotwire, keep in mind you are on your own they will not work with you in any form or fashion and the time frame for response is not as they list.
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