Am I eligible for a refund if hotel cannot provide 2 beds for Hotwire reservation of 1 room, 4 adults? I booked a room via Hotwire. The rate was $107 plus the usual Hotwire fees/taxes. The hotel's corporate reservation site showed lowest rate as $162 at the time. Hotwire emailed me the reservation confirmation, clearly stating 1 room, 4 adults. It was only for one night and we hoped for 2 beds, or at least 1 bed and 1 sofa bed. It's hardly unreasonable, since we clearly stated it on the reservation. We even called the hotel twice to let them know this. It was clearly noted on the reservation in the hotel's own computer system, according to the manager. However, he said it was just a "request" and cannot be guaranteed... When we arrived around 6pm, the hotel only had rooms with king-size beds and no sofabeds... not even rollaway or cots. The manager stated that they only have two double beds in less than one-third of the 150 rooms. The hotel was fully booked for that night. Worse yet: no room had sofas... in fact, all were single-seaters and a small ottoman.(in addition to a wooden office chair. I don't think it's unreasonable to be expect two beds or one bed plus sofa bed when the reservation clearly informed them of 4 adults. Hotwire rep called the hotel and was unable to work out alternative arrangements. The hotel and Hotwire were unwilling to book us one additional room nearby. Not even at the Motel 6 down the street. Two of us ended up going to the Motel 6 and paying $49 of our own money for one night. Needless to say, they weren't very comfortable. I have contacted Hotwire customer service a couple of times and they refused to do anything. One supervisor even said: "four average adult on one kind-size bed should be pose any problems..." (direct quote... I have the phone conversation recorded after obtaining her permission) What do you guys think? Who is at fault here? Hotwire, the hotel, or us? It's not just the extra money that we seek to be reimbursed for... I think Hotwire should admit that they were being unreasonable here. How are 4 adults supposed to fit on one bed? Perhaps they should put this in the fine prints "only 1 bed is guaranteed, even if the reservation is for 4 adults" or perhaps just remove the 3rd/4th-person option in the pull-down menu during reservation? Sorry for the long rant... Just to be fair, I have bought hotel rooms from Hotwire for many years and this is the first time I've encountered a problem. :(
