Hello,
I just returned from my weekend with my mother and sister in Chicago and wanted to update you on our hotel.
As shared above, we were booked for a room for 3-guests at The Godfrey. When we arrived The Godfrey informed us they only had a room with 1-bed available and that they couldn't do anything to help us because they were sold out. They referred us to Hotwire, saying it was Hotwire's fault since we booked through them. Hotwire was awful. No joke, the solution from Hotwire was that one of us slept on the floor and they would give us a $50 credit to use on Hotwire at a later date.
After I told Franz at Hotwire that one of us sleeping on the floor wasn't an acceptable solution, he continued to tell me that all the hotels were sold out. I was on the phone with Hotwire for about 40 mins when he found a room at the Omni that had a pull out couch as the 2nd bed option and was only a 10 minute walk. I told Franz we had already booked a non-refundable parking spot near The Godfrey and it was pouring rain. He said as a compensation Hotwire would pay the price difference for the hotel room and suggested they were doing us a favor by finding us a new room! He couldn't have cared less about the Hotwire Guarantee or any customer service. He refused to give us any refund or even pay for parking at the new hotel.
I just wanted to follow up with you about our situation. Thank you for your help, and hopefully this was a rare mistake for Hotwire and they will be willing to help follow through on their guarantee when I share this experience with them.