Hotwire.com is Misleading
Complaint
Devon
Country: United States
Me and my wife planned to have a family vacation and since we are running on a tight income I'd searched online for affordable hotels using hotwire.com, there they seem to have affordable hotels but they don't let you see its names until you've booked for it, It was a shame that I was forced to payed a substandard hotels. They told me it was mandatory. It was really unfair not disclosing those information to me before booking, I thought we'll stay in a 4 star hotel but it was not. When I contacted them they refused t cancel my reservation, they are only bunch of rip offs, thanks to them we had an awful vacation and our budget was ruin.
Comments
I am now trying to see how many other people find this to be the case and then contact a law firm to start a class action suit against them.
They will rip you off!!!! No customer support.
See the over 1000 better business reports against hotwire...
I purchased two nights at three-star hotel through Hotwire® Hot Rates® on July 2011 Itinerary #5090426857. I checked Hotel.com®, Expedia®, and Orbitz®, and discovered a lower star rating and reviews that were riddled with customer complaints. After checking the hotel location of Google street view, I relized that I had been sold less than a three star hotel. I called Hotwire®’s customer service the issue and asked for a refund. I pointed out the star rating difference and customer complaints from the sites where Hotwire® gets their averages. The customer service representative checked it out and saw that it was different. He and his supervisor refused to refund my money. I made it clear that I wasn’t getting my money’s worth but they still refused to give me fair treatment. I spent an hour and half on the phone hearing each reason given for a refund met with “Hotwire® policy” explanations. I spoke to the supervisor two times. I was polite and reasonable about the complaint and provided proof of the star rating difference. They refused to acknowledge my complaint or aknowledge that I was getting less than I paid for.
The reviews warning of a rundown hotel turned out to be correct. Our room smelled so bad that I asked the front desk for an air freshener to make the room bearable. Housekeeping was very friendly and helpful and sprayed the carpet with a deodorizer which improved it somewhat but I would not have been surprised if our room was not cleaned at all before we arrived apart from a change of bed sheets. We found a set of clothes and socks left in the corner by the previous occupants As I noted in the reviews of the hotel, the limited parking lot was shared by the bar next door. We were awakened at three in the morning by two drunks who were pounding on the hotel door across from ours and yelling for them to open up. After a bit they discovered they had the wrong room and wandered up to the next floor. That was our “three star” hotel. We did not let it ruin the trip, but obviously did not feel like we got a fair deal.
Guess what, the rep kept telling me that it's not refundable. I tried to explain that I did have the issue with that hotel in the past and do not want to stay there, willing to add more value to the hotel I want, but the answer was still "I'm sorry, is there anything else I can help with?" I paid for almost $200/night and cannot change the hotel just 30 seconds after booking, you're kidding me? I believe transaction was not even complete in Hotwire system within 30seconds, how could it go all the way to hotel booking already?
I used to like Hotwire and use it a lot. Not after this time, though.
When my friend arrived at the hotel it was located in an unsavory area of the town, it did not look anything like the pictures that were placed on the internet. There were derelicts congregating in the parking lot. When my friend exits his vehicle and attempted to go into the hotel office, he was accosted by some gentlemen in the parking lot asking what his plans were, how long he would be staying and basically casing his vehicle. My friend immediately returned to his vehicle and left the parking lot.
My friend called me and I immediately contacted Hotwire’s customer service, I called within three(3) minutes, and I was on hold for approximately 40 minutes (according to the recording, the wait time was extremely long due to a high call volume, more customers complaining) before a representative came on the line. The representative half listened to my account of the events and my friend’s desire to change the reservation to another hotel in the area. I was again placed on hold and the line went dead.
I called back and was on hold for an additional 35 minutes and when a representative finally came on the line, it was a different customer service representative, and I again had to go through the account of what occurred in the parking lot, the overall condition of the hotel and the area where the hotel was located. The representative placed me on hold AGAIN for approximately 20 more minutes; she wanted to verify the information. (Total hold/wait time so far one hour and 35 minutes). When the representative finally returned to the line, she stated that she had spoken with the manager at Americas Best Value Inn and that the manager indicated that there were no incidents at the hotel that evening (no derelicts in the parking lot) and that there has been no previous complaints regarding the safety of the guests at the hotel.
The representative indicated that based on the manager’s representations, coupled with the fact that my friend did not actually go into the hotel (who wants to go into a situation when your safety is in danger?) Hotwire would not reassign my friend to a different hotel nor would a refund by given. Hotwire’s representative indicated that the room was still available and that my friend, could go back to the hotel and check-in. I explained that between the time of the initial situation, his telephone call to me and my hold time with Hotwire (now about 2 hours), my friend had checked into another hotel. She indicated that there was nothing that she could do.
I asked to speak with a supervisor, because I don’t believe that a human life is less valuable than $250. I wonder if Hotwire would want a wrongful death action against them because they are fully aware of the dangerous conditions at the hotel, based on the locale, I know that they have had previous complaints, they were on notice of the condition of the Americas Best Value Inn, prior incidents and the overall safety of the guests at Americas Best Value Inn in Macomb, IL
I am going to conduct a search of the Macomb police blotter, and I know that it will reveal that there have been several calls from that hotel guess for police assistance. Although I am fully aware of the business of being in business, but in business, goodwill and reputation is also valuable if no more valuable.
Hotwire’s refusal to change a reservation for the safety of their customers is despicable. Why would that want America’s Best Value Inn as a part of their network? I know that the hotels pay a fee to be a part of the network and probably pay a part of the advertising as well, but Hotwire should have standards for those hotels that are a part of their network.
I recommended my friend to Hotwire based upon Hotwire’s recommendations, via internet and television, not Americas Best Value Inn. My friend paid Hotwire and Hotwire charged his credit card. Hotwire is solely responsible for the satisfaction of the hotel guest. As you know you are not sure which hotel your reservation will be placed when you book through Hotwire, you are given a list of hotels but not the exact location. I guess what I am saying DON’T USE HOTWIRE TO RESERVE YOUR TRAVEL NEEDS. Also keep on the lookout for the class action lawsuit. I will be creating a web page for guess to lodge their complaints and to place contact information to put an end to Hotwire’s bullying.
I am now trying to see how many other people find this to be the case and then contact a law firm to start a class action suit against them.
Upon further investigation and a quick peek at the hotels own website, turns out I saved 2 pct. of the original price of the room. I saved 12 bucks. Yes, that's right, 12 bucks. And I missed out on member points for this particular hotel chain. My main complaint isn't Hotwires choice of hotels, but the fact that they clearly state that I save a great amount of money (it says so clearly: YOU SAVE...) and then it turns out, I save as little as 12 dollars while giving up on a lot of benefits (free cancellation, choice of room, member points etc).
When I book at a special discounted rate, I'm well aware that I'm giving up on some benefits. In return I demand to get the "significant discount" Hotwire promises. NOT a lousy 2 pct.