Screw HotWire.com and the Palms Casino Resort in Las Vegas

Let’s say you go online to Hotwire to make a last minute reservation for a room in Las Vegas so that your wife can meet up with cousin. And let’s say that you didn’t realize that the Nazi’s at the Palms Casino Resort in Las Vegas wouldn’t let her check in because her name wasn’t on the reservation.

You can call up Hotwire customer support and speak with someone (and I use the term “speak” loosely, since it’s barely English you’ll hear on the other end) about the matter. It turns out that they can’t do anything because the third party they work with is closed already.

Seriously. Closed!

It’s not a 24 hour operation and at 7:30pm on a Sunday they’re apparently just not doing business.

So you call the hotel and try to get her name added with the reservations department. They won’t do it. They need it to be done with that mysterious third party. After explaining the situation, they refuse to budge. So you ask to speak with the manager. And she gives you the same story and claims it’s an issue of being able to identify you.

Fine.

Offer to fax or email a copy of my driver’s license, passport, and a recent utility bill. No change. So then I say “you mean my ONLY option is to cancel the charge with my credit card company and leave negative reviews online for both you and hotwire?”

“Yes. I’m sorry sir.”

No, you’re not sorry. You’re pissing off a customer who’s willing to bend over backward to provide proof of identity. You’re just lying about being sorry.

And all for a $50 room.

Christ.

If you’re looking for travel to Las Vegas, you’d do well to avoid the Palms Casino Resort and Hotwire as well. You’ll waste more time than money you’ll save–believe me.

Screw both of them. They don’t deserve your business. And they lost mine.

About Jeremy Zawodny

I'm a software engineer and pilot. I work at craigslist by day, hacking on various bits of back-end software and data systems. As a pilot, I fly Glastar N97BM, Just AirCraft SuperSTOL N119AM, Bonanza N200TE, and high performance gliders in the northern California and Nevada area. I'm also the original author of "High Performance MySQL" published by O'Reilly Media. I still speak at conferences and user groups on occasion.
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5 Responses to Screw HotWire.com and the Palms Casino Resort in Las Vegas

  1. David D says:

    heat of the moment blog entry, very nice, like the passion. copy and paste to yelp?

  2. Steve Sarbane says:

    For what it’s worth, I experienced exactly the opposite of what you did. Unfortunate events are a fact of life. I once got bad service at restaurant.

  3. Wow i was wondering for this kind of stuff will really works this time.

  4. I experienced exactly the opposite of what you did. Unfortunate events are a fact of life.

  5. I experienced exactly the opposite of what you did. Unfortunate events are a fact of life.

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