Hotel booking through US website

[lmuk2k]

Hi all,

 

Just wondering if I can get any thoughts on this, admittedly fairly trivial matter compared to the others on this site, but still:

 

I've booked a apartment in Scotland through an american website (Hotwire.com) that doesn't tell you which specific hotel you're staying in until you've paid, just the area and star rating. I entered that 3 adults would be staying and this is on the confirmation email I got from Hotwire after I'd paid.

 

I've just been in touch with the "Apart-hotel" and we've been allocated a 1 bedroom apartment (twin single beds) with a pull out bed in the living room area. They said they've got apartments that would be more suitable for us but for an upgrade fee of £65 a night. I feel that having paid for an apartment for 3 adults, there should be proper beds for all.

 

I've emailed Hotwire to see what they can do about it, but seeing as they're in America and we're arriving in the apartments tomorrow I'm not confident that there is time for a to-and-fro.

 

Do you think what they've allocated for 3 adults is good enough? If they don't sort it out in time, would you pay the upgrade and try to claim it back (given that they are American website) or just put up with the temporary bed?

[lmuk2k]

I sent this email to Hotwire:

 

 

I've booked a condo in Edinburgh (UK) through Hotwire, for 3 adults. I've just spoken to xxxxxxxxxxxx Apartments and they say a 1 twin bedroom apartment has been booked, with space for another adult on a sofa bed in the livingroom area. I assumed that booking for 3 adults would mean that all three adults have a proper bed available. The person I spoke to said that they do have an apartment with beds for 3 adults (a couple and another individual) but that making the change will incur a supplementary fee.

 

Please can you speak to xxxxxxxxxxx Apartments on our behalf, as having booked for 3 adults I think the current arrangement is unsuitable.

 

Thank you,

etc etc

 

 

and have received this reply from Hotwire

 

 

 

Thank you for contacting us regarding your hotel reservation, Hotwire Itinerary Number xxxxxx.

 

I understand that you would like to have a bed for all three guest for included in this reservation, but do not want to pay the hotel for a room upgrade. I will be glad to assist you with the necessary information.

 

At Hotwire, our customers are important to us and we strive to provide you with a hassle free experience. We guarantee all rooms booked will accommodate the appropriate number of guests in each room, based on the total number of guests and the number of rooms requested at the time of booking. The bed type is based on the availability of the hotel; some properties may offer pull-out couches or cots to accommodate this need.

Unfortunately, we are unable to waive the fee the hotel charges for a room upgrade. We are committed to getting you the best deals possible. Because of the extremely low rates offered by our supplier partners, refunds, exchanges, transfers or changes are not available. Our partners are able to offer Hotwire these great rates only if customers guarantee that they will use the originally booked reservation.

If we can be of further assistance, please feel free to reply to this email or contact us directly at 1-866-HOTWIRE (468-9473). Thank you for choosing Hotwire.

 

Sincerely,

etc etc

 

 

 

So getting fobbed off. I'm not happy with one bedroom and a sofa bed having taken up an advertised "apartment for 3 adults." Any recommendations on next action to take? Thanks in advance!

[MARTIN3030]

Why did you use an American site ?

Theres lots of great deals from here-and some good discounts.Anyway too late for that now.

Hotwire appear to be trying to help-your contract was with them and so they will say you agreed to their terms and conditions.The hotel can ask for full payment of an upgrade since this would be between you and them.

Given the circumstances I am sure that the Hotel could offer some discretion-certainly I would be asking some questions.

Let us know how you get on.

[lmuk2k]

Theres an international rugby match in Edinburgh this weekend, so there isn't much in the way of cheap accomodation around. Even with the exchange rate, Hotwire were offering a good price.

 

My argument is that I'm not looking for an upgrade as such, just what could be reasonably assumed when booking an apartment advertised for 3 adults. Nothing on Hotwire indicates two people have a bed and one has a temporary setup in the living room.

 

Thanks for your help, I'm pushing it because it was me that booked it and I know I'm going to get grief off the guy on the temp bed The hotel have been very nice about the situation, but can't budge. I think I need to try again with Hotwire.

 

Thanks again

[lmv manchester]

you can only book up to 2 in a room with hotwire Im afraid

[MARTIN3030]

I looked at their terms and conditions but could not see any reference to only 2 per room.

Actually it says that room type will be determined by the hotel based on the information given about numbers at the time of booking.

I cant paste here since they appear to state that reproduction without permission is not allowed-and so wont do so.

[MARTIN3030]

All bookings made by credit card-maybe you could have some remit there ?

[MARTIN3030]

You may have some remit under the 2008 unfair consumer terms regs from the Hotel itself.

You would need to be able to demonstrate though that they were a party to the booking procedures.It is reasonable to assume that the Hotel and Hotwire have some sort of agreement.Hotwires website states that upgrades are not possible.

[MARTIN3030]

I think Bookworm may be the best one to advise here.

[lmuk2k]

The form allows you to specify up to 24(!) adults. Are you thinking of Priceline? Not sure how many 24 person rooms they have on their books, unless they have a barn

 

I searched for, and the booking confirms, that the "condo" is for 3 adults.

 

I'm hoping (though not confident) that asking nicely at the check-in desk tomorrow will get a better result than the email to Hotwire.

[MARTIN3030]

yes well maybe you can twist their arm.....tell them you will give them a good review on travel expert or one of the other hotel review websites.....can work both ways !

[Bookworm]

I'm sorry, but I really don't think there's much you can do. You paid for accomodation for 3 people, and that's what you're getting. I also doubt that a battle to reclaim the upgrade fee would be successful, as they haven't misled you, lied to you or sold you anything else but what they said they would.

 

Sorry.

 

Try to have a good time anyway.