- Report: #910538
Report - Rebuttal - Arbitrate
Complaint Review: Hotwire.com
Hotwire.comInternet United States of America
Hotwire.com Reservation not as promised, Internet
My initial issue stems from a Hotrate booking; Itinerary #6249410296. Through the Hotrate website booking path, the stated Average Tripadvisor rating showed 4.0. Immediately after booking (and after revealing the hotel in which I would be staying, the Millenium Broadway Hotel, New York City), I went to www.tripadvisor.com and saw the average review being a 3.5 with well over 1,500 reviews. The promised Tripadvisor rating did not match the actual Tripadvisor rating.
It is understood that a tripadvisor rating is dynamic with each new rating posted. However, with over 1,500 reviews, and by checking immediately post-booking, it would be impossible for the rating to move 0.5 stars downward.
I called Hotwire customer care and spoke with a rep. This rep politely said that she would issue a workflow to look into the issue and I would receive a call within 2-3 business days. I waited a week, no call.
On my second call, I spoke with another rep and explained the case. This rep politely explained that no workflow was actually created and that he would do so for me. Again, he mentioned that it would be a 2-3 business day wait for this bug report to be researched and for me to receive a call. I wanted one week for this call, and did not receive one.
On my third call, I explained the case once again. She mentioned that a workflow bug report was created from the last interaction, but that I should not be receiving a call for at least a week. I asked to be transferred to a supervisor. After an exchange with the supervisor, I was told that I would receive a $10 Hotdollar credit to my account, but with no recourse to the reservation itself and that no effort would be made to contact me.
This is not fair. The promised Tripadvisor rating did not match the actual rating, and a $10 credit offered on a $260 hotel reservation is not nearly a concession I would expect to receive; especially after spending 2+ hours speaking with Hotwire Customer Care.
All I would like to do is cancel the reservation and receive a refund. This reservation is for August 16, 2012 and today is July 11, 2012; which is sufficient time for Hotwire to easily replace the revenue.
This report was posted on Ripoff Report on 07/11/2012 06:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hotwirecom/internet/Hotwirecom-Reservation-not-as-promised-Internet-910538. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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