Hotwire Informative - Booking Unknown Hotel Through Hotwire Is A Crapshoot. Hotel May Not Be As Hotwire Represents
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.