Hotwire - Hotel Not 4-Star as Booked
Customer Service - Complaint
FLORIDA -- I have never used Hotwire before but for an overnight stay near Miami airport thought it would worth a try. They claimed that it would be a 4-star hotel but when we got the name of it and read all the recent reviews no one gave it more than 1-star.
It was the Trump hotel in Coral, which I accept might have been a 4-star, and will be again, but not whilst it is undergoing major renovations. The reviews all complained that only one small restaurant in the gym area was available and was small and dark. The main pool was full of rubble, you had to check in at the spa area which was a shuttle ride away from the rooms. A further complaint was the wait time for the shuttle.
The list of complaints in the reviews - on Hotwires own website is endless. I initially emailed them, pointing out the major renovation causing such bad reviews and was told that it had been given the 4-star rating despite them.
I wrote again requesting to be changed to a different hotel - this time the response was that I should read the terms and conditions! My response was that I had agreed to book a 4-star hotel and that it clearly wasn't they were breaking their own terms and conditions - I have not, over a week later, received a response. Do not use Hotwire, they can call construction site a 4-star hotel and there is nothing you can do about it -they have your money - they make the rules fit whatever they want.