Hotwire, Inc Complaint - Outzoned
SAN FRANCISCO -- I've rented hotel rooms with Hotwire for a number of years, mostly in cities that I knew a bit and was satisfied. So I thought renting in a city I knew exceedingly well would be a no brainer. I specified by zip code, general area, checked the area shading, saw several pins - and was surprised that the hotel was in a suburb, quite removed from my desired location - which on top of it was not reachable from hotel other than by rental car (in a city that has decent public transportation). When calling Hotwire customer service, the agents reproduced the shaded area for me by entering the hotel address - on a different scaled map of course - and the hotel showed up at the margins. My request for cancellation was of course denied because I had signed the terms of service, I was treated like I did not understand their policy which the agents kept repeating and reading from script, the agents kept reiterating that the hotel was indeed close to my desired location based on the shading of their maps (Which could not be more untrue - did anybody from Hotwire ever visit the city?)and that they would do nothing to accommodate me. In related business, locating a physical address, incorporation information, etc. to enlist the help of BBB, is exceedingly difficult but according to the information provided by the customer service agents, necessary for security reasons.
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