Complaint Review: Hotwire - San Francisco, California Nationwide
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- Author Confirmed
- Hotwire 655 Montgomery Street #600, Nationwide U.S.A.
- Phone: 920-634-3150
- Web:
- Category: Hotel
Hotwire Mispresentation of "Four Star" Hotel Room San Francisco California
*Author of original report: Hotwire response to original problem
*Consumer Suggestion: How to make sure you know what hotel you're getting.
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Hotwire misrepresented as a "4 star" hotel a small hotel with tiny rooms, "computers are down", door keys that don't work, and noisy rooms, backed up plumbing. The hotel is "Stay" in New York City.
I called customer service at Hotmail, filled out their on-line form, etc., and received back boilerplate response basically saying it's "my fault". Their reply:
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In an effort to remain faithful to our Star Ratings Promise, we determine our ratings by:
- Visiting thousands of properties each year
- Carefully and frequently benchmarking our star ratings against other travel sites and ratings authorities
- Soliciting customer feedback following every stay and adjusting our ratings accordingly
- Investigating and acting on customer concerns about specific properties.
Please be aware that the hotel brands displayed on our Star Rating Promise serve as examples only; Hotwire does not guarantee you will stay in one of the hotels listed. In addition, some hotel brands, like the Stay, feature properties in multiple star-rating categories because the rating is not based on the chain's overall value, but rather on each individual property.
-------(Cut Here)-----------
Hotwire is a bait-and-switch company. They should be ashamed of themselves. Be very very careful if you use them, or better yet, avoid the scam of Hotmail.com.
Cimarron
Wellesley, Massachusetts
U.S.A.
This report was posted on Ripoff Report on 06/19/2009 11:49 AM and is a permanent record located here: https://www.ripoffreport.com/reports/hotwire/nationwide/hotwire-mispresentation-of-four-star-hotel-room-san-francisco-california-462980. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#2 Author of original report
Hotwire response to original problem
AUTHOR: Cimarron - (U.S.A.)
SUBMITTED: Thursday, July 09, 2009
After several interactions with customer service, HotWire acknowledged my complaint, although they didn't quite "agree" with me on the star rating. They ended up providing me with 50 HotDollars -- if I want to use them again. (Not a credit exactly, but I guess this is as good as it gets). This was their reply:
* * *
I regret we did not get a chance to chat about this reservation today. I appreciate the feedback below. I have forwarded all your comments and concerns to our hotel specialists for any future reviews of this property.
Upon receiving your feedback, the star rating of this property was closely examined. We found our rating is in line with ratings given to this hotel on other top travel Web sites. Additionally, we have yet to receive feedback from a majority of customers who disagree with the star rating we assigned to this property. Based on the outcome of that review, the star rating of this property will remain 4.0-stars.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. As this was not the case with your reservation, please accept our apologies along with 50 HotDollars, which have been applied to your Hotwire account.
Our goal is to exceed your expectations and we regret that we did not do so on this occasion. We hope to have the opportunity to better serve your needs in the near future.
Best regards
Amy L. Monfils
Customer Care Relations
#1 Consumer Suggestion
How to make sure you know what hotel you're getting.
AUTHOR: Herb - (U.S.A.)
SUBMITTED: Tuesday, June 30, 2009
Hello,
These days it's really necessary to save on travel whenever you can. Sites like hotwire and priceline are attractive because the discounts are huge. But the downside, as you mentioned is that they don't tell you what hotel you are getting before you buy.
Fortunately, there are some people that track which hotels are which and with a little detective work you can find out which one you are going to get:
I'm a big fan of a website called hotspyer.com which has a database of hotwire hotels you can use to figure out which one you are getting before you buy. That's just a tip for anyone who is worried about using hotwire. I've saved a lot of money using them but you've got to do your homework. Sorry to hear you had a bad experience.
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