HotWire Informative - Hotwire Overcharging - Beware - Stay Away
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 # 262.364.2419 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 and is spite to your pledge
found on :
rooms, beds, details, city areas, amenities, special service requests,
hotel properties, pricing, discounts, check-in, parking, Double the
Difference Guarantee, international... and : Hotel: 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,
Thank you for contacting us regarding your stay at the Holiday Inn
Frisco Summit County, Hotwire Itinerary Number xxxxxxxxx.
I understand the receipt you received from the Holiday Inn Frisco
County shows a different rate than what you paid on Hotwire. I regret
the disappointment this caused you.
Just as you have been advised during your call to us, I can assure you
were not overcharged. The hotel showed you the Hotwire rate, before all
taxes and booking fees were added. These rates are specially negotiated
for Hotwire, and are generally far lower than the available rates
presented to hotel customers booking directly.
Our rates are non-commissionable, meaning hotels do not pay us for
bookings; instead we apply our booking fee and state taxes to the rates
they offer us. Some of our partners with higher retail rates can offer
us extremely low rates since we book rooms in bulk. Even with our
booking fees applied, we still offer the lowest available rates, and
back this up with our Low Price Guarantee.
Hotwire is unable to reimburse you for the difference in these rates.
The amount on the hotel receipt was not a publicly available rate for
you to book, and therefore does not apply for our double the difference
We ask our hotel partners do not disclose the Hotwire rate on their
receipts, as it leads to confusion. We will address this with the
Holiday Inn Frisco Summit County to prevent this situation from
occurring in the future.
If we can be of further assistance, please feel free to reply to this
email or contact us directly at 1-866-HOTWIRE (468-9473). Thank you for
Hotwire Customer Care
Response to their response:
The hotel receipt shows the total and final cost of
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 too be a bit excessive comparing to the
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
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.