San S.

I would like to start by saying that I'm usually not a person who writes reviews, even if the service is mediocre or bad, I just move on and find another business that I like more, however this story MUST be shared.
My husband and I had booked a small getaway with our 6 month old baby back in July on 2022, however while we were on the road, both my husband and baby started feeling unwell and test positive for COVID, therefore for we needed to cancel our trip. We had spend over $2000 for our hotels that we has reserved via Hotwire. Since the hotels were none refundable, they proceeded to give us a credit on our account WITHOUT informing us that they expire within a year.
Fast forward to last week when after a really really long year and a half, we were finally in a position to travel once again. We had $938.45 remaining (we had used some of the credit in August of 2022 once my husband and son were better) and were hoping to use it for a little family getaway. When I logged into my account to book our trip (important to note that we always used hotwire), the money was completely gone. I proceeded to call customer service who told me that they credit expired and there was nothing they could do for me, as it's their policy. I explained to the customer service rep and her manager that I was diagnosed with cancer and my family and had been battling this over the last 7 or 8 months, and that my hotwire credit was the last thing on my mind. I have just received news that I'm in remission and that my family and I just needed a small getaway to celebrate and for me to spend some quality time with my son, who unfortunately hasn't seen his mom as much due to all the treatments and isolation periods I needed to respect. Also, due to this our income has been significantly reduce and this credit was our only chance to getaway.
NO ONE CARED! I spoke to a customer service rep, her manager and I even email their support team. The response to me email was " We will not respond to this message. Regards Hotwire Customer Service".
I have been using hotwire for YEARS and I only booked through them. Thousands of dollars in travel, and they will not give me back my money. This is absolutely unacceptable and most important, they way in which they have handled this situation has been terrible.
So save yourself the trouble and do not book with them.