I have used Hotwire.com several times in the past to book hotels and rental cars and have always walked away satisfied. I book my disney trips through them so I can get a good deal on a hotel. I used them this year again to book my hotel for my disney vacation and while on the website I was going through different hotels, when ready to book I clicked on a hotel not realizing I had clicked on the incorrect one and booked it.
After I got my confirmation and it stated the name of the hotel and star rating and price I realized I clicked the wrong hotel, I called them immediately after and stated I booked the wrong hotel and I wanted to go ahead and rebook, the hotel I wanted was a little more expensive and had a 3 star rating instead of the 2 star of the hotel I booked, I was told that all reservations are final, after going back and forth with the agent for some time I gave up and called the hotel, I found out that Hotwire.com lied about the location, Hotwire.com states the hotel I booked is in Kissimmee, the hotel is in fact in Heritage Park not Kissimmee, the hotel is twenty miles away from disneyworld.
I then called back and told hotwire that their website was incorrect that I desperately want to change I'm willing to pay extra for the hotel I wanted and I was told that I could not change it. I am very angry and disappointed with hotwire and I will never use them again. Apparently since they don't want my money they don't want my business. I have an employee base of 288 employees and I will make sure that NONE of them use hotwire, and my family will not use them again either. I can understand a no refund policy but even priceline will let you upgrade your hotel, hotwire needs to make sure they are being a little more honest when they give information about the hotel.
I called them again today to let them know I want to change what I got was a rude representative and I was told when I get there if the hotel doesn't match the description given I can change-teh description on hotwire.com is "Hotel has one pool" that is it, nothing more. I read a bunch of reviews on this hotel and come to find out it is terrible, it's near a prison and really far from Orlando area attractions. I really want my money back at this point but I know that I won't be getting that either. Bottom line is, you get what you pay for and I will from now one book my disney vacations with disneyworld.com from now on and pay the extra money for a disney hotel and decent customer service and a knowledgable staff.