- Report: #1305389
Complaint Review: Hotwire.com - Internet
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Hotwire.com
Internet, USA
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www.hotwire.com
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Hotwire.com Booked a 4-star city hotel, got a 1.5 star hotel in the sticks Internet
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The worse customer experience of my life (and I have comcast!)
Last week, I arrived around 5pm at the hotel I booked through Hotwire. I had booked an unknown 4-star hotel in central Philadelphia, which was helpful for me because I came in on the train and planned to walk to the daily event I was in town for. When I attempted to check-in, the hotel agent told me that there is no booking for me and that Hotwire "didn't confirm with us". She then told me that (unsurprisingly for 6pm in May) they were full. This is despite the hotwire confirmation e-mail saying: "There is no need to reconfirm your reservation with Hilton Philadelphia at Penn's Landing or Hotwire"
I then called Hotwire support. I was then on the phone for 1 hour 20 minutes. After seeing that yes, Hotwire had screwed up, what proceeded was like something out of a parody. After putting me on hold for 20 minutes while the agent checked various hotels (your system makes you check them one at a time??), she asked me to give her hotels that I want to stay in. I said I was not picky but she said I needed to give her names. So, I went on google maps and proceeded to read out hotels in central Philadelphia. Three times during this long frustration, the agent had me read my credit card details only to find that there was in fact no available room at a hotel when she went to click submit. After 1 hour and 20 minutes, I was told that the only available hotel is a 1.5 star hotel that is a 25 minute drive out of the city. I then proceeded to stay in this hotel for my journey and took an Uber every day, back and forth to the center! I won't tell you about the hotel I stayed in (with its smoking room and the fake taxi they called to take me to the station).
So at the end of my trip from hell, what was I left with? Instead of the 4-star hotel within walking distance, I lost:
- 1 hour and 20 minutes of my time on the phone
- $144.85 of my money on Uber fees
- About 30 minutes every day additional travel time
- The hotel quality I paid for (I went from a Hilton to . . . ugh).
