Hotwire, Inc Complaint - Hotwire Cancels Reservation, No Notification
On Saturday, July 17, 2010 I was scheduled to arrive in Fort Lauderdale, FL with a hotel reservation at the Crowne Plaza Airport/Cruise Port, booked through Hotwire.com. When I arrived at the hotel I gave them the printout of my confirmation from Hotwire with my reservation number. I was advised that the reservation was canceled by Hotwire and that I would need to contact them for more information. Keep in mind, this is a reservation that was completely paid for in advance. I called Hotwire and was told that my account was deactivated and that I would need to call the "Risk Management" department on Monday at 9am for more information, then number given was 415-343-8808, a number which leads directly to a voice mail not even indicating that it is thr "Risk Management" department. So here I am in the lobby of the hotel arguing with Hotwire customer service. My main problem at the time was that I received no emails or phone calls from Hotwire informing me of the change. Second problem is that I was told that Hotwire issued a refund and I have yet to see that. I asked the customer service agent when they decided to cancel and was told on July 14, 2010. I have since called my credit card company and placed a dispute. Here we are on Monday July, 19 and I have not received a return phone call from the "Risk Management" department. Furthermore, the customer service agent was very friendly up until he read that "Risk Management" canceled the reservation, then I was treated like a second rate criminal. I want to stress that this is my credit card that I am using, and have never had any other issues with it. I also verified with the card issuer that there are no problems with my account. This trip ended up costing a whole lot more than I originally anticipated, and hold Hotwire completely responsible. If I were to have advance notice, I could have rescheduled a hotel and then dealt with Hotwire. Needless to say I will never recommend Hotwire to anyone, and urge you the reader to not use them either.
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