Hotwire www.hotwire.com Cancellation insurance scam Internet
To anyone thinking about booking a room on line do not do business with Hotwire. I just spent the better part of three hours trying to cancel my reservation. They told me all sales were final despite my having purchased the insurance in case I had to CANCEL!!
They told me the insurance was through a third-party and I would have to file a complaint with Allianz. I was transferred to Allianz who politely told me that insurance only covered catastrophic events like if the hotel flooded or burned down. Really? I need insurance in case they try to make me pay for a room that no longer exists? If they had told me it was to cover losses from a fire I'd have understood but if the room I havent checked into is now a burnt out hulk I think it goes without saying that I'd get my money back.
I explained to the customer service agent "Chris" that I was sold on the understanding that I would be allowed to cancel my room if I bought the insurance. In fact the guy said "for eight more bucks you can get insurance in case you have to cancel your reservation". They record all their calls so it should have been very easy for him to listen to the call. Instead he just kept repeating thier policy as if it were some warding spell that would make me go away. Finally I asked him if he couldn't help me who could because obviously I was sold a product under false pretenses.
Under his breath he called me a 'p***k'. In fact he said "Prrriiiiiiiccckk!" I guess he thought I would hear him. When I asked him to repeat himself I got 30 seconds of silence before he said he was talking to himself. As if swearing at yourself for no apparent reason is ok when you're on the phone with a customer. I told him to get his manager. 15 minutes later his supervisor "Cody or Dodi" gets on and tells me they can't refund my money. I'm like "we're a little beyond that now." He said the associate told him was calling his computer a p***k as if that made any sense. I got several noncommittal responses about how they will listen to the tape (as if they hadn't been doing just that for the 15 minutes I was on hold) and "if" they heard anything they'd take appropriate corrective action. Realizing I wasn't getting anywhere I try my luck with Allianz again who tell me they can give me my $8 back but other than that, I'm hit.
They send me back to Hotwire where I get "Phil" who told me the weather is fine and he sees no reason I should have canceled. When I tell him that Chris had acknowledged the weather was bad when I decided to cancel 3hrs ago he told me well it's fine now and forwarded me to the customer service survey.
It goes without saying they will not be getting my custom in the future.
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