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Beware…
I’m a travel nurse and have used Hotwire for awhile. Never with any issues. Yesterday, I made a reservation and arrived at the hotel for them to tell me there was an issue with Hotwire payment to the hotel and my check in couldn’t be completed. Long story short… there was no number for me to call Hotwire direct and I had to utilize the messaging feature. After going back and forth for two plus hours all Hotwire was willing to do was to put me in less of a hotel than I originally booked. I just wanted the same star rating AS WELL AS THE SAME CUSTOMER rating. They were unwilling to accommodate that. They took my money and I had to sleep in my car last night because I’d rather sleep there than a red roof inn or super 8, lol. I’m just so disappointed that there was no effort or care from both agent and rep (Wendy and Peter) to give me same or better accommodation. Now I have to wait days for a refund after driving 4 hours to this hotel and being up over 24 hours! Lesson learned!! I’m deleting the Hotwire app and I’ll never use there services again. Warning to everyone that if you ever encounter a problem expect HOTWIRE TO NOT MAKE YOU COMFORTABLE and NOT RESOLVE ANY ISSUE UNLESS YOU ARE WILLING TO SETTLE FOR LESS THAN WITH THEM. Beyond disappointed but now I know. You’ve been warned.Show lessMishaFreedom
Dishonest customer service
I showed up at Hotel Alfa Aeropuerto on July 18th because I thought I had a reservation for that night. It turns out it was for August 18th, but because the Hotwire app did not show my itinerary in the app (faulty app issue), I did not know this until I arrived at the hotel. The hotel agreed to cancel the reservation and give a refund for the August 18th booking, given the circumstances that I paid the full price on July 18th. They wanted to do the refund themselves, but they let me know that Hotwire has to do it on their end.
When I contacted Hotwire customer support they agreed to issue a full refund if the hotel would authorize it. Hotel Alfa Aeropuerto authorized for my cancelation and full refund for my Hotwire hotel itinerary However, Hotwire refused to follow this hotel’s protocol for cancelations, which is to email the hotel manager to confirm the cancelation. Hotwire told me it was against Hotwire’s policy to use email. However, Hotwire did email me to let me know they would not give me a refund, which is a contradiction. My interpretation is that it was a deliberate tactic by Hotwire to skirt out of following through with the refund.Show lesshippestizer
Exceptional customer service
First review I’ve ever written on the App Store, but after my dozenth good experience I have to! I’ve been using Hotwire for years after inheriting the habit from my parents. Of course the hotel rates are great(the “boutique” hotel offers have let me stay in some of the coolest places I’ve ever seen), but what always shocks me is the responsiveness and helpfulness of the customer service team. Whenever I’ve had an issue, they respond through the messaging feature within the minute, and I have NEVER walked away unsatisfied. Just recently, a hotel double charged me. I contacted Hotwire and they called the hotel for me, got me a refund, and gave me a gift card for the trouble. What could have been an entire afternoon of phone calls and headaches took a few texts and all of five minutes. Of course, things go wrong with travel- that’s the nature of it. But it always helps to know you’ve got someone in your corner, and Hotwire has always been attentive and ready to help solve any issue that arises. Five stars now and alwaysShow lessschchgfth