Hotwire Complaint - Smoking Rooms
PORTLAND, OREGON -- I used Hotwire to get a room for a business trip - they booked me into the Hilton Hotel in downtown Portland. I know Portland hotels have smoking rooms, so I always call to my Hotwire hotel to ensure I don't get a smoking room - I have severe allergies and asthma, and cannot stay in a smoking room. Hilton Hotel staff have warned me in the past that Hotwire customers are booked into smoking rooms, and to always call and request non-smoking. I called the Hilton, and the clerk automatically told me I was in a smoking room. I explained the health issues, etc. and the clerk said I had no choice in the matter because they were full - this hotel literally is two full-sized buildings, and I find this hard to believe. I called Hotwire, explained the problem, and after waiting for about 20 minutes a snotty supervisor told me that the room I got was at the discretion of the hotel, and Hotwire terms allowed this. I told the supervisor that me and my fellow business travelers frequently used Hotwire, and I felt they should refund this stay because of serious health issues. The supervisor actually told me that they would "consider" my refund request if I faxed them a letter from my primary care physician ??!! AND, they may consider a refund but would charge me $25 if they allowed it. Unbelievable. I don't have time and my doctor doesn't have time for such nonsense. It was $123 bucks!! One would think that an actual health issue, such as cigarette smoke, would be considered when Hotwire posts hotel rooms.
Watch out Hotwire users. You get second-class rooms.
I had to book another room that night - I could have paid full price for a 4-star room and saved myself the aggravation and frustration.
Is this how Hotwire markets itself - 2nd class unhealthy rooms to customers? I have told several people this story, and everyone expressed concern that they would not want the same thing to happen to them, and that they would probably not consider using Hotwire when traveling.