- Report: #1165380
Complaint Review: HOTWIRE - San Francisco California
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HOTWIRE
655 Montgomery St #600, San Francisco, California, USA
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www.hotwire.com
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HOTWIRE Bait and switch, willful misrepresentation San Francisco California
i am traveling with my family of four 2 adults and two children aged 19 and 22. i recently booked a four star hotel in the city of Prague, Czech Republic through Hotwire. I did a search and enered the parameters, location (Prague, old town), numberof stars (4 or 5) arrival date (19 August 2014) number of nights (3), number of adults (4), number of rooms(1).
I choose a four star hotel that had received excellent reviews. Once i paid we were informed that it was the Mosiac House in Prague. the hotelhad excellent reviews on TripAdvisor and we were very excited. Uponlooking at the hotel site,the rooms for single, double and triple accommodation looked appriate for the four star rating. However, their only quad accommodations are rooms with 2 bunk beds and require climbing a ladder to go to bed.
Upon further review, I discover that the mosiac house is both a hotel and hostel, and the bunk bed quads are much more hostel than four star accomodations. When i called to inquire with Hotwire, they refused to admit any wrong doing and kept repeating a script about boutique hotels can be a little unusual and that they stand by the four star rating of the hotel. After two seperate calls, andover two hours on the phone the supervisor refused to give me a higher contact, their name, extension or any other identifiable menas to persue my claim. They wanted me to sort this out with the hotel. Unacceptable, Hotwire was my booking agent, Hotwire accepted the Mosiac House and knew or should have known that Mosiac House quads are substandard and significanly inferior accomodation to the rest of the invenory (single, double, triple) sold by Hotwire.
They finally agreed to contact the hotel on my behalf, the solution was for my to pay an additonal 75 euros per night for two double rooms. Completely unacceptable, Hotwire was wrong to accept a quad booking in this hotel as the quad accommodations are significantly inferior and in no way represent a four star accommodation when guests are asked to climb a ladder to go to be at night. Hotwire refuses to refund my reservation, and saidthe decision ended with the supervisor andihave not recourse with Hotwire.
