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Original Comment We rented a car for our trip to Kauai for two days when the COVID restrictions was to have a negative test 3 day prior to the flight. Just this weekend the restriction for Kauai have changed to a Mandatory 14 day quarantine upon arrival to Kauai. The airlines has provided a full refund since this is a state mandated policy. I contacted Hotwire with this new information and was basically informed that they don't care and won't refund my money. The manager Haizal H. Stated that quarantine doesn't mean we can't travel, I am not sure what manager course or customer relations course these manager go through but they have NO IDEA how to deal with people or even follow state mandated policies. I informed Haizal that I don't have vacation time to spend in quarantine and my trip to Kauai was only for 2 days and she stated that they don't give refunds, no matter the reason and I can contact the corporate office and they would say the same. The cooperate office is not even open. I was also informed that they are not concerned with BBB. When I came to the corporate website, I realized from the other comments that I am not the only one being screwed over. I have been a loyal customer for over 20 yrs. but I will NEVER use them again. I would recommend everyone to report them to BBB, that is the only way for change.

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