Space_Chick Posted March 28, 2011 Report Posted March 28, 2011 First-time poster here so bear with me, although I have lurked recently.We took the bait last week on a $192 room in Clearwater Beach, through Hotwire. Listed two adults and two children, one room (since our children are very young, two separate rooms was not a viable option). We ended up in the Hyatt Regency Clearwater Beach and were very excited although we thought it was odd that it did not list a room type. On our confirmation through both Hotwire and Hyatt, it showed two adults and two children, and when I called the hotel a few days in advance to inquire about check-in time, the desk agent stated the booking is for two adults and two children.When we got there yesterday we were given a room with one king bed -- period -- no other bed, no fold-out sofa, no place for my kids to sleep. I know you can't pick what type of beds since you're going through Hotwire, and we really didn't care, but we did assume there would be some sort of sleeping accommodation for all four of us. But they flatly refused -- but they DID say we could "upgrade" for an additional 40. They knew we were bringing four people, and obviously they had accommodations that would sleep four people, but they insisted this was a two-person rate and we'd have to pay to sleep more. The kids liked the room and are little enough not to realize this situation stunk, so they slept in sleeping bags.But if I had known booking for four people was completely meaningless I wouldn't have gone for it. Whether it's $200 a night or $400 a night (their rack rate for the same room), it's not worth it if they accept the booking for four people and then insist two of them have to be on the floor. If Hyatt feels that hostile toward Hotwire clients -- even "Hotwire children" -- such that they don't all deserve even a place to sleep, why are they even participating??I called Hotwire immediately after check-in and they tried to arrange something better through the hotel but Hyatt stood firm. We could pay $40 extra or we could leave. After a half-day's drive and with two hungry kids we were too worn out to go into battle or start all over again, so we stayed. We were not going to give Hyatt another $40 for their own dishonesty.We're going to write a letter to Hyatt corporate, though I don't have my hopes up. We had been planning to join their Gold Passport program and stay closer to home at the rack rate just to get points now and then, but if this how they feel about people, I'm not interested in doing any business with them whatsoever -- even if it's just my husband and me.
thereuare Posted March 29, 2011 Report Posted March 29, 2011 Welcome to BetterBidding!Thank you for sharing your results/situation with the board, sorry to hear of your experience. Can you please add a reply to this thread with the date of your stay so we can add this information to the topic title and enable your win to appear in the Priceline and Hotwire Calendar of Wins, as well as the amenities shown before your purchase... you can still view this information by going to HOTWIRE and clicking the MY ACCOUNT link near the top right of their home page.We'll then comment further on your situation above.Please use the PRICELINE and HOTWIRE links on the board to begin your travel purchases. Please use this HOTWIRE and these PRICELINE LINKS: HOTELS, CAR RENTALS, and AIRFARE to begin your travel purchases
Space_Chick Posted March 29, 2011 Author Report Posted March 29, 2011 Certainly, sorry. I still tend to get a little lost as to what info to put where...It was $192, the stay was one night, 3/27-3/28 (Sun-Mon), and I actually did not write down the amenities Hotwire showed (I'm sorry :) ) But they had a pool, a hot tub, several different dining options, room service, suites (with kitchens), a spa, a fitness center, and they were directly on the ocean.
AaronJB Posted March 29, 2011 Report Posted March 29, 2011 Certainly, sorry. I still tend to get a little lost as to what info to put where...It was $192, the stay was one night, 3/27-3/28 (Sun-Mon), and I actually did not write down the amenities Hotwire showed (I'm sorry :) ) But they had a pool, a hot tub, several different dining options, room service, suites (with kitchens), a spa, a fitness center, and they were directly on the ocean.Thank you for the follow-up; the amenity icons that were showing are available in your HOTWIRE account under the trip information - if you could include them it would be greatly appreciated. Thanks. :)
Space_Chick Posted March 29, 2011 Author Report Posted March 29, 2011 Okay, it says:ResortBeach FrontFitness CenterPool(s)Restaurant(s)Business CenterLaundry Facilities (self-service)High-Speed Internet AccessSpa ServicesChildren's Activity Program
Space_Chick Posted March 29, 2011 Author Report Posted March 29, 2011 I looked back at my records and it was $188, not $192. Apologies. Sigh.
AaronJB Posted March 30, 2011 Report Posted March 30, 2011 Thank you for the follow-up and for confirming the amenities so that we can update the site's Hotwire Hotel List for the state.
thereuare Posted March 30, 2011 Report Posted March 30, 2011 Did the room have a pullout sofabed or rollaway (or did the hotel offer to bring a rollaway into the room). Please use this HOTWIRE and these PRICELINE LINKS: HOTELS, CAR RENTALS, and AIRFARE to begin your travel purchases
Space_Chick Posted March 30, 2011 Author Report Posted March 30, 2011 All the room had was a king bed -- there was no sofa at all. They did not offer anything except an upgrade to another room for an additional $40. They were very unresponsive to our needs -- we booked for four people, called to confirm the four-person booking (which they confirmed), and when we showed up with a party of four as promised, they said we had booked a two-person room at the Hotwire rate and they would not budge.
thereuare Posted March 30, 2011 Report Posted March 30, 2011 Did you have your confirmation from HOTWIRE with your indicating quad occupancy?What was HOTWIRE's response when you called from the hotel? In previous situations, when it is confirmed that quad occupancy was booked, they have usually told the guest to pay the upgrade fee and reimbursed them at a later date (or paid the hotel directly for the upgrade). What options did HOTWIRE give you? (they wouldn't just say "you booked for quad occupancy but the hotel will only give you a room for two, sorry") Please use this HOTWIRE and these PRICELINE LINKS: HOTELS, CAR RENTALS, and AIRFARE to begin your travel purchases
Space_Chick Posted March 30, 2011 Author Report Posted March 30, 2011 Yep, the Hotwire confirmation (and Hyatt confirmation too) showed 2 adults, 2 children. Hyatt even confirmed it by phone before we checked in. We did call Hotwire because I thought maybe we had misunderstood, but Hotwire was absolutely great, totally understanding, assured us it wasn't our misunderstanding, offered to reimburse for the upgrade, and also credited us $25 for a future Hotwire booking. They could not have handled it any better. At that point we were worn out and rattled, my kids were already settling in, so we passed on the upgrade. We thought we would just make the best of it, it was just for one night. The only other option Hyatt gave Hotwire on our behalf -- besides stay put or pay for an upgrade -- was to leave. My point was just a warning that this Hyatt seems new to Hotwire and had a fairly bad attitude about these "Hotwire rate" guests. Price was good, property was nice, but there is no telling what surprise they'll have waiting.
thereuare Posted March 31, 2011 Report Posted March 31, 2011 Glad to hear that HOTWIRE handled the situation well and consistent with what they have done in the past (it's not a common occurrence, but does occur from time to time)Hope your future stays go a bit more smoothly. Please use this HOTWIRE and these PRICELINE LINKS: HOTELS, CAR RENTALS, and AIRFARE to begin your travel purchases
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