I made my 1st Hot Wire hotel booking this week, & it is going to be my last!

The "deal" was too good to be true - $80 for a room in the downtown Toronto, including breakfast. I called the hotel to check, and their so-called breakfast service does not start until mid-morning, after my departure!!

I e-mailed Hot Wire. Gave them my itinerary number. No can find!! (why do they have both an itinerary and a confirmation number? You only need one!!) So I gave the agent the other number!

Can I switch? No, sir, our terms of service don't permit it, says Julia. In my reply, I pointed out that breakfast is available from 6 am at one of the other hotels in the category. No response.

I called Hot Wire. This time I had both numbers ready. Agent Kelsey could not find! What is up with that? Try again. Now she finds it. Same answer. Can I speak with your supervisor. After a 10 minute wait, I get Brandon on the line. Sorry sir, there is nothing I can do. That's our terms of service.

My questions for Hot Wire:
- why am I dealing with a different person each time I contact them?
- why does Hot Wire have such a hard time finding my reservation?
- Does Hot Wire ever exercise any discretion?
- why do they make it so hard to like Hot Wire?