In the wake of my first article on Hotwire , I began to suspect there may be a bigger issue beneath the surface. Sometimes complaining is just that complaining. Sometimes people put unfair expectations on companies. When the company does not live up to those expectations, then the customer is angry. Does that mean the company is doing something wrong? Maybe not. After having my own issues with Hotwire, I began to hear about other people's complaints. They weren't as rampant or close to home as Expedia's blunders, but it still caught my attention.
Like I said, Hotwire had been a great resource for me over the years. I did find great deals on flights and hotels, and I encouraged others to do so as well. I did begin to see a decline in deals on the site. However, I contributed that to the hotels getting more competitive on their own sites. I had not found the best deal on Hotwire in a while, but I was still using it as a travel tool. I guess it is another one of those things where as long as it all goes to plan, you are fine. If an issue arises, then there are problems. If there is an issue, well good luck to you.
In my first article I referenced the experience I had with a hotel reservation. I booked the reservation. I was charged for the reservation, but when I called the hotel weeks later, my reservation was nowhere to be found. I called Hotwire, and a quite rude rep played the blame game, but he did fix my problem. When I sent an e-mail asking what would have happened I was impressed with the speedy response of the customer service team in regards to e-mail. However, the e-mail I received never really answered my question on what would happen if I had never called. What would have happened if we arrived at a booked hotel and my reservation was never on file? Another e-mail was sent, no response ever came and over time I all but forgot about it. If figured I had a run in with the bad luck fairy, and left it at that. Then I started reading other complaints.
It made me wonder if maybe Hotwire was starting to downward spiral. With that in mind, I started taking a serious look at complaints made by Hotwire customers.
Like I said, Hotwire had been a great resource for me over the years. I did find great deals on flights and hotels, and I encouraged others to do so as well. I did begin to see a decline in deals on the site. However, I contributed that to the hotels getting more competitive on their own sites. I had not found the best deal on Hotwire in a while, but I was still using it as a travel tool. I guess it is another one of those things where as long as it all goes to plan, you are fine. If an issue arises, then there are problems. If there is an issue, well good luck to you.
In my first article I referenced the experience I had with a hotel reservation. I booked the reservation. I was charged for the reservation, but when I called the hotel weeks later, my reservation was nowhere to be found. I called Hotwire, and a quite rude rep played the blame game, but he did fix my problem. When I sent an e-mail asking what would have happened I was impressed with the speedy response of the customer service team in regards to e-mail. However, the e-mail I received never really answered my question on what would happen if I had never called. What would have happened if we arrived at a booked hotel and my reservation was never on file? Another e-mail was sent, no response ever came and over time I all but forgot about it. If figured I had a run in with the bad luck fairy, and left it at that. Then I started reading other complaints.
It made me wonder if maybe Hotwire was starting to downward spiral. With that in mind, I started taking a serious look at complaints made by Hotwire customers.
Comments
Unhappy
(Guest)
(Guest)
12/22/2009
We booked a room with hotwire for downtown indy they put us in a hotel 1.5 miles from downtown will never use again
Antony Jordan
(Guest)
(Guest)
08/29/2009
This is the email that I sent Hotwire about my experience: Up until this evening, I have had no complaints about Hotwire. I have been happy with the services that I have paid for through Hotwire and have received what I have requested and paid for until today. After making a hotel reservation for near the Detroit Airport by selecting DTW, but being placed in downtown Detroit, I called customer service, not to receive a refund, but to be relocated to a hotel near the airport as I had selected because I do not have the transportation to get downtown. I had 2 customer service reps suggest that I take a taxi. When I told them that not only was the issue one of transportation to the downtown hotel, but also financially I could not afford to pay a cab to the hotel 18 miles from the airport which is why I selected DTW, their response was that my circumstances did not merit your company to honor my request for a change in hotel. I believe that not honoring what I requested is having no merit
Comments 1 - 2 (of 2)
|
|