Hotwire, Inc Complaint - Don't use Hotwire, they don't have a Inclement Weather Policy!
I booked a hotel thru Hotwire in NY city for this Saturday 02/13/10. Due to the bad weather down south many highways leading to NY city were closed... they have been for several days. I called 2/10/10... 3 days before and told them that I can't travel to NY due to bad weather and was wondering what my options were. The representative said that he can "for sure" help me if I call back tomorrow. I was not sure why he didn’t help me that day when I told him that the weather is bad and there is no way I can make it to the reservation. I called back the next day, same thing, the representative told me to call back tomorrow and they would definitely help me with a exchange or a refund. Once again, I asked why I needed to call back when I was calling them and telling them the highways were closed. The representative even checked and confirmed that the highways were indeed closed.
I called back the day of the booking as asked. The representative told me they couldn’t do anything and I asked why was I told to call back and promised I would be helped... he said I was lying that I didn’t even call, and that he can’t help me. I asked for the supervisor and she said the same things. I then again politely explained my situation about the bad weather and me not being able to travel due to that. She said they have a no refund policy and she couldn’t do anything. I asked her to explain to me why they weren’t refunding me when I wasn’t even using the hotel room and this only due to natures call, not me. She said “ we have to pay the hotel, so someone has to pay for this booking!” Wowwww… I can’t believe that’s the reason she gave me!
I changed all my plans due to what I was told and lied to for 3 days. They only told me to call back so they can say no later. Their way of handling this was very dishonest. If they would have just said they can't help me from the very first minute then I would have made very different plans. I have read reviews on here regarding Hotwire that were positive… whereas there may be some ppl with positive experiences because they didn’t have to change or cancel their plans… if you have doubt about your plans or the weather is known to be bad… do not book thru Hotwire, they will no work with you or help you! I called for 3 days and talked to 6 ppl… they never helped once!
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