Hotwire Consumer Reviews - Page 6

OAKLAND, CALIFORNIA -- Hotwire designated hotel class ratings are unreliable. Hotwire hotel specialist ignored information that "three star" hotel placed guest in one star accommodation. The Hotwire customer is one bad roll of the dice away from a bad value deal, particularly when the hotel booking is for multiple nights. Since Hotwire quotes only the price, general location and a designated star rating of an unnamed hotel, the customer is especially reliant on Hotwire 1) that the hotel class rating is accurate, and 2) that the paid-in-advance Hotwire guest will not be placed in a sub par accommodation by the hotel.

My wife and I did not expect to get the nicest room when we booked a three star hotel through Hotwire, but we did expect to get a room and treatment commensurate with the star rating that Hotwire said we'd get. This did not happen when the hotel we booked turned out to be the Executive Inn and Suites in Oakland from June 10-13. While our expectations were met at three other Hotwire booked hotel stays, this was the only hotel that relegated us to second class hotel "citizen" status on account of our Hotwire booking.

Although I emailed the hotel in advance of our stay requesting a room away from the traffic noise or one in the newer building if available (I had read the online reviews), the manager declined unless we paid extra; and so I know that better rooms were unoccupied. He then gave me a card for a special web promo offering a better deal (treatment?) my next stay if I booked directly instead of through Hotwire. We were not advised of the superior amenities and fitness room in the new section of the hotel either at check-in or by info provided in the room.

The accommodation and amenities we received did not measure up to the three star rating that Hotwire claims is based on "family style rooms" and "on-site dining". None of the hotel website photos depict the older hotel building room in which we were placed. Our dark and dingy room, too small for even a closet, overlooked (in order) Embarcadero Drive, I-880 and a busy rail line. The steady drumbeat of vehicle and train traffic noise made it nearly impossible to sleep past 6:30am.

Our so called family room was so bad that it would have most likely gone unoccupied in the absence of a Hotwire paid-in-advance guest. The continental breakfast selections were not comparable to the hot food and fresh fruit choices that are now common in many budget hotels like Comfort Inns. While the coffee and juice selections were good, the lone hot food dish was the self serve waffles, which were not as good as those at a Comfort Inn in San Diego where we stayed. The pastries tasted no better than 1-2 day old packaged pastries from Safeway. The silverware was plastic and the coffee cups styrofoam. There was no fresh cut-up fruit.

On our return home, the Hotwire hotel specialist refused to even look at my fax indicating that this so called three star hotel was overrated. He said "We just gave this hotel its annual rating of three stars on June 12th." When I pointed out that the 12th was the last night I stayed there, and I didn't even email my information until the 24th, he made no offer to reconsider. While apparently reading from a script, he just kept repeating "Hotwire is confident that the hotel star rating for this hotel accurately reflects the quality of accommodation and amenities provided."

Hotwire does not back up its own star rating description guide claim that it determines its star ratings by "customer feedback" and that it "adjusts its ratings accordingly." Moreover Hotwire's claim that it "researches and acts on customer rating concerns" is contrary to my experience. Perhaps this is because the Hotwire star ratings guide promises to compensate hotel guests who have stayed at a Hotwire booked hotel within 60 days of a downgrade.

I was not even looking for compensation when I contacted the Hotwire hotel specialist, just a reason to believe that if I ever booked a hotel through Hotwire again that I could rely upon the star rating promised to reasonably reflect the quality of accommodation received. This did not happen. So book through Hotwire at your own risk.

Real life example of their low price claims: Hi, I have stayed at a hotel reserved via Hotwire, reservation #: xxxxxxxx. For this reservation I was charged 264.74. When I was checking out from the hotel, I was given a receipt for 192.62. There's about 70 difference. I kindly would like to request from you:

1. Explanation in writing of this difference
2. Reimbursement of the difference

I have faxed to you both receipts along with a letter using fax # ** on April 15th. I also spoke to a customer support person on April 15th and she told me that to avoid confusion Hotwire asks hotels not to reveal the actual rate to the customers and that she apologizes for this incident but told me that Hotwire wouldn't be able to reimburse me the difference. This made me to believe that 70 was in fact the amount which Hotwire charged me for the Internet booking service. That seemed pretty high charge. That seemed pretty high charge and is spite to your pledge
found on: http://www.hotwire.com/customer-care/index.jsp.

Savings off the lowest retail hotel rate we've found in the last 24-48 hours for the same neighborhood, star rating, and stay dates. I'm not asking for "Double the difference", only for the difference. Please let me know ASAP what would be your decision in regards to this matter. Thank you.

The hotel receipt shows the total and final cost of staying there. So your claim that taxes are not included into that
bill is baseless and false. It appears that the ~$70 difference between yours and the hotel's bill, all constitutes your booking cost. It seems to be a bit excessive comparing to the industry median.

Second, your advertised "Double the Difference" rule states, that if I would find a comparable hotel in the same area and the same dates, for lower price, you'd double the difference. In fact, I found the same hotel for the same dates for lower price. I appears to me that you have decided not to honor your own "Double the difference" pledge. If you would like to add anything to your previous statements, please do so. Otherwise, thank you for explaining your business practices to me.

NEW YORK -- Hotwire advertises a Low Price Guarantee. I booked a hotel room through Hotwire and then found a lower price through Priceline.com I called their customer service department who instructed me to take a screen shot of the lower price and send it to them. The agent told me she guaranteed I would be reimbursed for the difference if I did this. I sent proof of the same hotel, on the same date, same everything, as instructed, but Hotwire will not stand behind their low price guarantee.

NEW YORK, NEW YORK -- I will never book through Hotwire again because of their inflexibility. Though I understand they have a "nonrefundable" policy, exceptions should be made for certain issues. The customer service I spoke with were ignorant, horrible, rude, and just god awful. Horrible, horrible, stressful experiencing dealing with several customer service reps. Ugh, never again. At the end of all the phone calls, the issue was not resolved.

Do not book through Hotwire, this company is a rip-off. They false advertise. And they make it impossible to cancel your reservation. I will never use this company again. I thought I was booking a 4 star hotel, instead what I really got through this company was a dump. Everything is an additional charge, which was never reveal prior to blind booking. I can understand, parking being additional, but Internet access? Big disappointment I'm paying more than I would if I would of booked through one of the other booking companies!

SAN FRANCISCO, CALIFORNIA -- I was specifically looking for a 4 star hotel. After I got a deal, they gave me a 3 star hotel Sheraton Suites Plantation, which might be a great hotel. However, that's not was I was looking for, and that's not what I signed up for. After I wasted 20 minutes of my time on really worthless conversations with customer service reps I was barely able to understand, nothing has been resolved. I'm going to cancel this transaction through my bank, as it is a fraud. And that's not what I signed up for.

WASHINGTON -- I was driving to Yuma Az, so decided to use Hotwire, got scammed the very first time. They show you pictures of nice hotels but when we got there it was an old motel. We went to the check in, show the room and canceled. As for the price we were paying it was not worth it. For almost same price we stayed at another name brand hotel. Also Hotwire will not refund once you book it.

We are reputable moteliers who pride themselves on offering comfortable, clean rooms at reasonable rates. Hotwire undercuts our rates and leaves us with no working profit, without consulting us. We have no contractual relationship with Hotwire. Consequently, we have decided not to honour bookings from Hotwire, since they will be the only ones making money from the transaction. Guests will be turned away and, unfortunately, need to find alternate accommodation. This is not a decision we take lightly but the alternative is working for places like Hotwire until we enter receivership

Website was extremely misleading. Website gave impression that you were making reservation but charged in full. Would not provide refund when trying to cancel. Do not use this site!!!

We booked two rooms for 4 adults and 4 children. Not sure how Hotwire can get rooms where smoking was allowed. We could not enter into rooms, so tried booking rooms in other hotels. After requesting so many times and waiting for 30 minutes got one non-smoking room. All 8 people had to sleep in one room. Some on bed and some on floor.