Complaint Review: Hotwire.com - Internet

Caveat Emptor ("Let the Buyer Beware" I recommended a friend to Hotwire.com to reserve a hotel in Macomb, Illinois.  This trip was special because it was his daughters birthday as well as her last college basketball game prior to graduation. I previously booked a room through Hotwire.com and satisfied. (I now know that this experience was the luck of the draw.)  

When my friend arrived at the Americas Best Value Inn it was located in an unsavory area of the town, it did not look anything like the pictures that were placed on the internet. There were derelicts congregating in the parking lot.  When my friend exits his vehicle and attempted to go into the hotel office, he was accosted by some gentlemen in the parking lot asking what his plans were, how long he would be staying and basically casing his vehicle.  My friend immediately returned to his vehicle and left the parking lot.   

My friend called me and I immediately contacted Hotwires customer service, I called within three(3) minutes, and I was on hold for approximately 40 minutes (according to the recording, the wait time was extremely long due to a high call volume, more customers complaining) before a representative came on the line. The representative half listened to my account of the events and my friends desire to change the reservation to another hotel in the area.  I was again placed on hold and the line went dead. 

I called back and was on hold for an additional 35 minutes and when a representative finally came on the line, it was a different customer service representative, and I again had to go through the account of what occurred in the parking lot, the overall condition of the hotel and the area where the hotel was located.  The representative placed me on hold AGAIN for approximately 20 more minutes; she wanted to verify the information.  (Total hold/wait time so far 1 hour and 35 minutes).  When the representative finally returned to the line, she stated that she had spoken with the manager at Americas Best Value Inn and that the manager indicated that there were no incidents at the hotel that evening (no derelictsin the parking lot) and that there has been no previous complaints regarding the safety of the guests at the hotel.  

The representative indicated that based on the managers representations, coupled with the fact that my friend did not actually go into the hotel (who wants to go into a situation when your safety is in danger?) Hotwire would not reassign my friend to a different hotel  nor would a refund by given.

Hotwires representative indicated that the room was still available and that my friend, could go back to the hotel and check-in. I explained that between the time of the initial situation, his telephone call to me and my hold time with Hotwire (now about 2 hours), my friend had checked into another hotel. She indicated that there was nothing that she could do. 

I asked to speak with a supervisor, because I dont believe that a human life is less valuable than $250.  I wonder if Hotwire would want a wrongful death action against them because they are fully aware of the dangerous conditions at the hotel, based on the locale, I know that they have had previous complaints, they were on notice of the condition of the Americas Best Value Inn, prior incidents and the overall safety of the guests at Americas Best Value Inn in Macomb, IL.  

A search of the Macomb police blotter, will reveal that there have been several calls from that hotel guess for police assistance. Although I am fully aware of the business of being in business, but in business, goodwill and reputation is also valuable if not more valuable.   

Hotwires refusal to change a reservation for the safety of their customers is despicable.  Why would that want Americas Best Value Inn as a part of their network?  I know that the hotels pay a fee to be a part of the network and probably pay a part of the advertising as well, but Hotwire should have standards for those hotels that are a part of their network.   

I recommended my friend to Hotwire based upon Hotwires recommendations, via internet and television, not Americas Best Value Inn.  My friend paid Hotwire and Hotwire charged his credit card.  Hotwire is solely responsible for the satisfaction of the hotel guest.  As you know you are not sure which hotel your reservation will be placed when you book through Hotwire, you are given a list of hotels but not the exact location. I guess what I am saying DONT USE HOTWIRE TO RESERVE YOUR TRAVEL NEEDS.


Also keep on the lookout for the class action lawsuit.  Is anyone interested in creating a web page to lodge complaints and to place contact information to put an end to Hotwires bullying and strong arm tactis.