I wanted to comment/complain about the service I recieved from a hotel that I booked through Hotwire. I booked what was rated as a two star hotel. I booked two rooms for two nights. Being from the area that I have booked a hotel in, I know the names of the hotels and upon completion of the reservation I was appalled. I know that this hotel is a one star hotel. Nevertheless, I had an emergency at home that caused me and my family to seek shelter in a hotel, my card was already charged and according to your policy I was stuck.
When I arrived at the hotel there was a sign that stated that they were under new management. I thought maybe the hotel had changed, I was wrong. The clerk (who by the way was nice) gave me two keys to the rooms. The hallway going to the rooms smelled like the carpet had been wet and cigarette smoke, although there clearly are non smoking hotel signs. I went in the first one, it had a bad odor and the bathroom light wouldnt come on. It took maybe five minutes and it came on.
The mirror was taped up with duct tape, the tub was dirty and the tile was coming up off the floor in the bathroom. The desk clerk changed us to another room. We went in this one that took the bathroom light two minutes to come on (the clerk was now with us) he stated that sometimes it takes a minute for the lights to kick in. Ok, so the bathroom looks better. The clerk leaves. I go to sit my bags down, turn on the air, and sit on the bed, which breaks down to the floor. I get up and my husband attempts to put the frame back together.
He then sits on it and it breaks down again. I go get the clerk. He tries to fix it while we are standing there. To no avail. He says that he is almost sold out of rooms and that he will put us in a King. I have two children and myself and husband so now this is an inconvenience as we will all have to sleep in the same bed. WOW!!! I call your Hotwire number and get a young lady who states that as long as the room is clean there is no changes that can be made only if there was a mistake in booking!!!!
So we go into the King room, it is 100 degrees outside and the air blows very low, again the clerk says that it takes a minute to kick in. So we are preparing to get ourselves showered. There are only two towels, two hand towels and two washcloths. As it should be, the room is made for two people! I go to desk, ask for towels, he states that housekeeping is gone and he only has one towel, one wash cloth and one hand towel. I take it, do I have a choice?? Go back to the room, explain to my husband that the children can share a towel as they do not have anymore. He tell me that the toilet is stopped up!
I go back to the desk, he says that maintenance usually handles that and they are also gone for the day but he says that he has a plunger! He can not change my room as he is sold out. My husband plunges the toilet over and over and the water wont go down. So we put the top down on the toilet and we decide to use the toilet in the other room that we have on our reservation until the toilet can be fixed. Which means that we are sharing it with my brother/sister n law and their child who have been put in the room with the broken bed. But at least there toilet works.I get in the shower first, that fills up around my feet as if I was taking a bath. Clearly there is something wrong with the plumbing.
At last we are all finished showering over and hour and a half later as we have to wait for the water to drain in between each shower. We go to get something to eat and candles and air freshner because I can not take the musty, wet smell any longer. And when we exit the side door there is a group of men smoking narcotics!! We get in the car and my husband is very upset, he tells me to never book a hotel with Hotwire again. I agree. We get back from picking up our dinner.
The guys are now hanging in the hallway, they have no shirts on and they are talking loud and cursing. After dinner we settle down to watch tv in the crammed space we are suppose to sleep in. My husband ends up sleeping in the chair, as it was just too crowded. This morning when I drew open the curtains there were two men who appeared to be making a drug transaction. I still have another night to stay here, in a cramped space where the toilet and shower do not drain, it has a bad odor, and we have three towels.
I will never use your service again. In fact I will be posting this commentay elsewhere and deterring any of my family and friends from utilizing your services. I called to have my room upgraded last night and again got someone who said (after they put me on hold to talk to a manager) that I could not change my reservation. I am wondering how on earth this hotel has received a two star rating by your company and a one star by EVERY other website that I have visited. I know that this is a big corporation and that my one voice probably means noothing.
However I feel as though my concerns should at least be read and shared with the proper people so that no other family has to endure this mess. Maybe someone from hotwire should stay in these places and see what they are subjecting their customers to. To whomever so happens to read this, please have a wonderful day, I will not say that it was nice doing business with you. I will say that you wont have to worry about my complaints any longer as I will not be using Hotwire again.