Hello everyone,

My name is Javier and I wanted to share one of the worst customer service experiences of this company. I booked a car on the web to pick up at the Amsterdam airport on July 15 and return it on the 16, I was arriving from Madrid on the 15 in the morning and I had to go to the Hertz desk. My surprise is that on Thursday the 14th I felt bad, and I took a covid test and the result was positive the next day, I called KLM and they changed my plane flight through the test as proof. Then I tried to contact Hertz and they told me that I should contact Hot Wire, I called twice and no one answered the phone, most likely because the time difference with Europe is wide, and I decided to send an email to the address [email protected] which is where I had my confirmation and that nowhere in the email notifies you that it is an automatic email or nowhere does it notify you that it cannot be replicated like other emails from other websites that put NOREPLY clearly says. Obviously, no one answered me and today I expected someone to do so and nothing. Finally, through the chat I was able to contact someone, and they told me that I had already lost my 175 euros for one day's rent for no show.

How is it possible that, having notified them by mail, sending the positive covid test and knowing that it is not my fault, they are not able to send me a voucher or rent the car again for next week, as KLM has shown me? They have excellent customer service by the way.

My confirmation number is Hotwire itinerary # *******591, above all to show that I'm not lying.

Please do not buy anything with this web page, which from what I am seeing on the internet has a very bad reputation for customer service, I will certainly never from Europe to buy anything with them. Please share it and thus we avoid more deceptions/frauds of this web. Right now that covid is still active, this type of problem will happen to more people and we need companies that, in addition to raising prices, care more about customers in this case than because of covid they are unable to fly or do other things.

I repeat, I did everything in my power and nothing, nobody from the company wants to help me.

Thank you and regards,

Javier

How #hotwire Hotwire messed up my reservation.
Krishna Reddy Gade
07/22/2017

I am a frequent traveler and I would categorize most of my travel as work related. I want to share my recent experience with a hotwire booking that went horribly wrong. I hope this would act as a word of CAUTION to my fellow travelers while making a booking using hotwire.
I used hotwire to make a reservation for a single night (07/20), and received a reservation confirmation at Coast Gateway Hotel at SeaTac, WA. I usually book direct on Hilton or Marriott but for some reason the rates for that week (7/17 7/21) in and around Seattle Tacoma International Airport were so high that I had to find something which fits right to the travel related budget. (A huge MISTAKE which I later realized).
Anyways diving into details, here is my reservation confirmation
Screenshot 1

Another screenshot of Print of the itinerary

So, on 7/20 after watching the Mariners Yankees game at Safeco and a quick bite after the game, I along with a colleague from work arrived at Coast Gateway Hotel at around 1 AM. I showed my reservation confirmation to the lady at the front desk; she enters information into her computer and says that she did not find the reservation. That was a SHOCK!
I call hotwire on the number *******026 with loudspeaker ON so that the lady at the reception can also hear, and provided my reservation details to an automated computer system which verified the information and confirmed that it is valid.
Here is screenshot of the call log for 2 min at 1:22 AM.
Screenshot -2

I turn to the lady and see her checking on her computer again and a few minutes later she tells me that she still did not find the reservation. I get a little ANXIOUS now.
She gave me a hotwire phone number *******981 which I think was a direct number to a customer service representative. I dial the number and this time of course a hotwire customer service representative lady answers the call. I provide my reservation details and she double confirms that the reservation is valid. I tell her that I was at the hotel and that they were unable to find my reservation. She said that she is going to put me on hold and that she is going to call Coast Gateway Hotel to know what the problem was. More WAITING.
The two ladies talk on phone and since I am standing at the reception desk I can hear the lady at the reception tell the hotwire lady on the phone that she could not find the reservation and hangs up. The hotwire lady comes back on my phone and says that the reservation is valid but Coast Gateway Hotel was not able to find the reservation. Well that is what I called you for, remember?
It seemed to me that the hotwire lady on the phone was equally shocked and did not know how to handle the situation. It looks like she discovered herself that there was a problem which she could not address so she hung up on me abruptly. This is not just POOR customer service but also MISTREATING your customer!
Not knowing how I got into this situation I now try find a sofa to sit in the lobby of Coast Gateway Hotel with my two bags and my colleague struggling not to sleep and sleep at the same time.
My attempt to get a customer service representative second time failed and I got stuck with the automated computer voice service for 2 more minutes. I cut the call and dialed again hoping to get some representative on phone and I was able to get one this time a gentleman answered the phone.
Here is a screenshot of my call logs to the phone number *******981 three calls from 1:26 AM to 1:40 AM.
Screenshot 4

The gentleman goes through the details, calls up Coast Gateway and finds out that they messed up my reservation and offers me a wonderful option a refund! He also gave me a suggestion that I go and find some room at a nearby hotel, wow great Idea! I thanked him for his suggestion and did not agree to his offer of a refund. I felt HOPELESS and HELPLESS at this point; I wanted to give a last shot and explained my situation to him in simple terms.
I had made a reservation and received a confirmation. I arrive at the hotel and I am told that the reservation is not found. What should I do now?
He repeated that he cannot help me and that the offer of refund still is available for me. I humbly rejected the offer and thanked him for assisting me and also thanked the lady at the reception, woke up my colleague and told him we better head to the airport.
Time to check for hotwire policies; I checked the policies on hotwire website but did not find one that suits my case viz., What to do when you get kicked out from a hotel lobby denying you a room with a valid reservation policy?
Now, is *******@coasthotels Coast Gateway Hotels mistake? I dont know. Clearly they did not have my reservation. Did they purge my reservation because I arrived late and then sold it for a premium to some other person? Well, I dont know how would I? In that case the lady at the reception should tell me that they had an over booking that night and that they could not accommodate me and then help with alternate accommodation. Shouldnt she? I dont know and that is clearly not what happened to me.
Finally, my two cents - if you want your hotel experience to be not something that is in CAPs BOLD of my experience detailed above please think twice/thrice before you book with hotwire and dont book with them.

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