Hotwire Hotel: 4* Milan (Southwest) Idea Hotel Milano Lorenteggio

[fftraveller]

I just booked this hotel through Hotwire.

Subtotal AUD 106.20

Tax recovery charges & fees: AUD 21.80

Total price AUD 128.00

Total trip price AUD 128.00

Prior to booking this, I had a fully cancellable booking at the same hotel on booking.com for 94 euros which equates approximately to the same price give or take AUD$2.

I feel completely ripped off as they have taken the money over 10 months in advance for a non-cancellable booking promising hundreds of dollars of savings which is not true. When I called them up, they said there is an asterix next to the price to say that it is only the savings off other hotels in the area. I used my phone browser to book and there is no asterix. However, what I do see is a much higher price crossed out (hundreds of dollars more) above the 'discounted' price. Even when I go to pay, there is nothing on that screen that says anything about the savings being off other hotels. This is illogical anyway - one would rightly assume of there is a price crossed out above a displayed discounted price that you are getting a better price for the sane hotel. Why else would you buy through Hotwire and pay in advance?

It is just really disappointing that their conduct is so misleading and deceptive.

In contrast, the booking.com reservation is fully cancellable for approximately the sane price. Hotwire rep even tried to argue that it is not the sane price because one is on AUD and the other is in euros. I pointed out that of you convert it, they are the same. Then he tells me that the discount is not off the same hotel. I told him that when I search for the hotel on my phone, it just shows the 'discounted' prices with the higher ones crossed out - with nothing on the page that says that the savings are off different hotels - even on the actual payment screen, there is no warning.

We are going on an 8 wks trip and will never use Hotwire again.

I think this is really deceptive and misleading conduct which is totally in breach of the ACL (Australian Consumer Law) and their customer service is atrocious. The ACL States that if conduct is likely to mislead or deceive consumers, then it is in breach. Being an overseas company, Hotwire doesn't care of course.

[thereuare]

Sorry to hear you're having an issue with this stay.

Can you please add a reply to this thread with the amenities HOTWIRE shows for this property when viewing your purchase history using the MY ACCOUNT link on the top right of their home page as this will help us complete this listing in the Hotwire Hotel List.

Assuming this is not the first HOTWIRE purchase you have made since your last post over 12 years ago, it would be appreciated if you started to share all your wins with the board... not just when you have a problem.

Please use the PRICELINE and HOTWIRE links on the board to begin your travel purchases.

Thanks.

[fftraveller]

It's actually my second. My first was at CDG a few days ago. I did try to report the first win at least twice (prob 3-4)  but it kept coming up with an error message on my phone. On my laptop now so will try again.

The last time I used these boards was for priceline when I was booking our 10 years long service leave trip. This trip is for our 20th long service leave trip which has been delayed a few years due to the GFC. So it has been this long since I last tried to get bargain hotels.

 

Hotel Amenities

Free breakfast

Pet friendly

Fitness center

Restaurant(s)

Business center

Internet access

Accessibility

Accessible path of travel

In-room accessibility

Accessible parking

[thereuare]

Thanks for the follow-up!

Let us know if you are able to make any headway and resolve this with HOTWIRE.

If you do decide to use HOTWIRE again, or want to consider the similar product offered by PRICELINE (called PRICELINE EXPRESS) feel free to ask the board for help and we will try to help guide you towards a more satisfactory outcome.

If you decide to book 'regular rate' properties for the rest of your trip please use our sister site MAPS and HOTELS.com.

Thanks.

[fftraveller]

A rep from Hotwire Corporate just gave me a call. After saying he wouldn't do anything in this case because the terms are clear that it is not refundable and that the savings are not off this particular hotel and that I would have been able to see the disclaimer, he finally tried to recreate what I would have seen through my mobile browser and acknowledged that even he couldn't find where to access the disclaimer. He also acknowledged that the promised savings of $885 was a lot higher than what he was used to seeing. The key issue was there was just no disclaimer at all on the pages nor any way to access it. I wonder if this is an issue when logging in from Australia.

 

He offered me a US$50 Hot.wire hotdollars and asked if I would be happy with that. I accepted as my rationale was that I would probably have booked the hotel for $50 less than my fully cancellable booking. By this stage, I just wanted to get off the phone.

 

I am still in a bit of shock that finally, someone listened, understood, and went to the trouble to verify what I had been trying to communicate all along.

 

Kudos to Hot.wire Corporate.

[thereuare]

Glad to see you worked it out.

Have a good trip.