Never book with Hotwire.com
Hotel booking - Complaint
CALGARY -- So its my one year anniversary with my husband. We thought we would go away for the weekend to celebrate. So I booked a room with Hotwire for a 4 star hotel, the before price listed at $229, available for $158. So I booked the room, purchased travel insurance, as that seemed like a decent deal. After I purchased this, it was revealed that it was the Delta Royal Canadian Lodge. So I went online and looked at the rooms available at the Delta to try and see what kind of room I was getting. The standard room was listed at the Delta for the same days at $181, and the premier room was at $229. So naturally I thought that I would be in the premier room. So I call Hotwire to confirm the room they have booked me in. I am told it is the standard room. This is what they have told me in an email what their policy is.
" Hot Rates are booked based on the star rating, neighborhood and other details and so the crossed out rate we show before booking is an example based on published rates for similar hotels. The slashed out rate is not indicative of the specific hotel's published rates.
The savings are based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Rates change regularly in the travel industry and we regularly check rates on other travel sites to ensure you are getting a great deal, backed by our Low Price Guarantee."
When I researched around a bit more, I compared prices on 4 star hotels in Banff on other websites, along with regular prices at 4 star hotels. The most expensive room I could find was listed at 180 a night for that time frame that I was booking.
So after I have called Hotwire, they have told me they cannot upgrade me to a better room that its up to The Delta to do that. I called The Delta, they are telling me that it is up to Hotwire to upgrade the room. So then I thought oh to heck with it, I purchased cancellation insurance. So I call the insurance company, they will not refund it for that given reason. It needs to be medical, provided by a examination, a terrorist attack, a death in the family, or the company going bankrupt.
So all of this means I could have gone to a different hotel paid the same price and gotten a way better room. I think this defeats the purpose of buying with out knowing the hotel. I will now never ever book with Delta or Hotwire EVER again.