Reservation was cancelled by Hotwire
Written: Aug 22 '11
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My wife and I had this experience with Hotwire. Using Hotwire we selected a four star hotel in Reno, Nevada and we were booked for one night at the Silver Legacy. We received a confirming email that the reservation was made and our credit card charged. When we attempted to check in we were told that Hotwire cancelled our reservation. After two hours in a hotel lobby that included waiting in lines for a hotel clerk, multiple phone calls, and connecting our laptop so we could check to if there were advisory emails about problems with our reservation, we were finally told by Hotwire that we are on our own. Hotwire claimed that they did not cancel the reservation. On one phone call we were told that Hotwire contacted the hotel but could not reinstate the reservation; however, if we maintained good records and forwarded them to Hotwire (by fax) we would be reimbursed for the difference in our expense and that which was charged to our credit card. All of this occurred during business hours on a business day.
My wife and I have been on cheap promotions for hotels and we expect and usually receive some tacky experience. However, we were not exactly paying bottom dollar for the reservation at the Silver Legacy and expected better than tacky, which I would label our experience in the hotel lobby. Since we had driven much of the morning we elected to check into the Silver Legacy as a walk-in. After checkout we faxed our bill to Hotwire following their instructions.
We wait a week and there is no communication from Hotwire. We call and are told they reserve the right to have ten days to resolve this issue. We finally get an email with their apology and explanation that while they will credit our card with our added expense after they excluded the resort fee and this and that tax. But, for our inconvenience we have received twenty-five Hotwire dollars (with several restrictions of course).
It is pretty clear that Hotwire is a no nonsense travel provider. As soon as you click on SEND your credit card is charged and no sad story or circumstance can reverse that charge. But, Hotwire can solve their problems with a twenty-five Hotwire dollar solution; so this might mean a minimal effort is all that is necessary to fix a problem at the time it is occurring.
Recommended:
No
What product did you purchase or try to purchase? Hotel room
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