Complaint Review: Hotwire.com

 We booked a room with Hotwire which was supposed to be for 3 adults. We got a king bed and a pull out couch at the embassy suites which was okay being that it was a blind booking. What was not okay is that it was a malfunctioning handicap room. The shower had the seat in it with 2 drains but they didn't work properly. The first night we didn't realize it because we got in so late but that morning when we took a shower the water went everywhere. We couldn't even get dressed in the bathroom because everything kept getting wet. When we asked the hotel for a new room they said they were booked already.

So we went ahead and left for the day thinking the water would be gone by the time we left and came back, but it wasn't. The water was still everywhere, we couldn't go use the restroom or anything in the bathroom without out getting our shoes, socks, and the bottom of our pants wet. The next morning we called Hotwire and told them what was going on because it was becoming very inconvenient and was ruining the trip and I also told the embassy suite. After sitting at the front desk for an hour they finally switched us. The hotel knew the room was messed up because the maid told us and when I called the day before the guy said oh yea those rooms are like the we can give you some towels to wipe up the floor. In the mean time I was still trying to make a complaint with Hotwire.

After being transferred to a regular rep twice the fourth person we spoke with said they couldn't do anything and sent us to a supervisor. The supervisor said that wasn't her department and she couldn't find my booking and that she would get another rep on the phone who could then get another supervisor on the phone. They then put me on the with a rep who claimed they were getting an supervisor phone who ended up being Alex who claimed he couldn't find the booking either. So at this point I'm really upset. So I call back and told guy I wanted to speak to a supervisor and he wanted me to repeat the story for a 10th time and I wasn't so he told me he wouldn't transfer and over talked me to say have a good day and hung up.

My mom and sister who started calling from their phones and were getting the same thing. The first guy my sister got was also rude and when she said she was going to report him he said go ahead and hung up. The lady my mom was on the phone with had her on hold for an hour to get someone from cooperate on the phone when we finally did he was real nonchalant about the situation and said he was getting another rep on the phone. They finally agreed to give us a partial refund if we left which so wrong and unprofessional we couldn't even enjoy our little trip. The hotel knew that room was messed up and Hotwire didn't care. Also most of the reps refused to give their name or and agent code.