Hotwire Hotel: 5* Las Vegas (Strip South) Skylofts at MGM Grand

[Ds2908]

Hey,

scored the following deal yesterday:

 

5-star Boutique Hotel in South Strip - T-Mobile Arena area 

90% recommended

 

Dates: 

4/15/17 - 4/19/17

 

104$/night 

 

Amenities:

free parking 

free internet 

Boutique hotel 

Casino

fitness center 

pool(s)

restaurant(s)

business center

internet access 

golf nearby 

spa services 

accessible for hearing impaired

accessible path of travel 

in room accessibility 

wheelchair accessible 

accessible bathroom 

accessible parking

roll-in shower 

 

It is the skyloft at MGM - wow!

 

Yesterday I talked with skylofts and they told me that its a technical mistake made from hotwire.. They will fix it.

So not sure if they wont cancel my reservation. Can they cancel it easily?

 

 

 

 

 

 

[nvdre]

When you spoke to them, did they specifically say they would have to cancel your reservation, or more like, wow you got lucky to get this place at this price and we will fix the issue with hotwire for future reservations??  So far I haven't received any cancellation notices and even got a second confirmation email from hotwire.  I don't want to call the hotel and raise any issues over nothing.

[AaronJB]

Congrats on your success.

 

Quite a nice win for this property and hope you are looking forward to your stay. If it is a price mistake (which it clearly looks like), the hotel may do nothing (and if so, hey lucky you on that deal!) or HOTWIRE may cancel and offer the option of a comparable listing/property or may go some other route. However, I hope you just get to stick with the original reservation.

 

Please keep us updated with what happens. Thanks.

 

Thank you for sharing your win and please use the site's PRICELINE or HOTWIRE links to start your purchases and searches.

 

Enjoy your stay.

[Ds2908]

Thanks AaronJB for wrtiting some options!

 

@nvdre

 

You could have heard that they dont really have a clue themselves. But they more sounded like that they think I am booked into a normal room at the mgm grand itself.. So, no idea.. But we will see it in thursday :)

[AaronJB]

1 hour ago, Ds2908 said:

Thanks AaronJB for wrtiting some options!

 

@nvdre

 

You could have heard that they dont really have a clue themselves. But they more sounded like that they think I am booked into a normal room at the mgm grand itself.. So, no idea.. But we will see it in thursday :)

 

I don't think they would move you to the MGM Grand, but if that was the case, I'd contact HOTWIRE and have them make sure you get something at the same star rating. Again, I'm hoping that you're going to just be allowed to keep the reservation, but if not then definitely contact HOTWIRE and have them work with the hotel on your behalf.

 

Thanks again for keeping us updated.

 

Please remember to return to BetterBidding and use the PRICELINE and HOTWIRE links on the board to begin your travel purchases... or thru our sister site MAPSandHOTELS.com for your regular rate purchases.

[nvdre]

On the phone with Hotwire, what a nightmare.  The reservation was made at MGM Grand and not the Skylofts.  (Figured something wasn't right) But now the supervisor on the phone is trying to tell me MGM Grand is a 5 star hotel and they can not change or refund my reservation.  She is saying that they cannot guarantee what part of the hotel I stay in, i.e. Skylofts or a regular room in the mgm grand.  Tried explaining that its basically a different hotel with a different star rating/user rating.  She obviously has never been to Vegas to understand what I am trying to stay.  Still on hold.  Glad I called ahead instead of rolling the dice pulling up to the skyloft with no reservation.

[yvrpm]

Any further updates on this nvdre? I also booked this HOTWIRE rate over the weekend for a visit to Vegas in April, I'm trying to figure out the best way to follow up on this.

 

 The fact that Hotwire is trying to play it off as though your reservation is valid for the 4 star MGM Grand when you booked a 5 star resort is unacceptable. This amounts to false advertising and bad business practices at the very least.

 

The way I see it Hotwire has 3 choices here:

 

1] provide a full refund [the very least they should do]

 

2] find alternative accommodation of the correct star rating with the appropriate amenities that you agreed to purchase when you bought the Hotrate

 

3] honour the booking [unlikely]

 

Best of luck nvdre, please keep us posted!

[nvdre]

Sorry guys got busy and didn't finish the update.

 

So after more back and forth with the supervisor I finally got them to recognize that just staying with the MGM Grand was not an option as I booked a 5 star vs MGM which is clearly a 4 Star on their website.  She first tried to fulfill my reservation at the Skylofts, they were sold out (or so they say) .  She then asked me to pick another 5 star resort in the area.  Naturally, I picked the Cosmopolitan.  She typed away on her computer.  She said the rate at Cosmo was $635 for a King Terrace Suite.  She went ahead and booked me there for 3 nights and only charged me my initial rate of $243/night and they ate the difference (Hotrate for what I figure is the Cosmo was $418/night).  I have to say they definitely took care of me as a customer, although I did have to get a little animated to explain that there was no way I was just going to stay at the MGM as they had initially tried to say.

 

This is what I would do.

 

1. Call skylofts to confirm reservation.  If they have no clue of your reservation with the number provided in your hotwire confirmation have them pull it up by name.

 

2. Once it's confirmed that you are not really staying at skylofts and the reservation is at the MGM, call hotwire and ask to speak with a supervisor.  Explain to them the situation that the hotel does not have your reservation with the skylofts but its at the regular room at MGM grand which is not a 5 star property.  See if the supervisor will then get you into the skyloft and eat the difference.  If no dice on the skyloft, have a second option available for a hotel you'd like to stay at.  Cosmo, Aria, Mandarin, Vdara are all 5 star properties on the southend of the strip or go with Wynn/Encore on the North End or maybe Bellagio in the middle.  Tell them your next option of where you would like to stay and they should do the same for you.

 

3. Do your research to make sure the rate you paid isn't higher then the rate you could have gotten if you had booked your second option hotel initially.  Maybe you can even get them to throw in a bigger discount, but I was already on hold for an hour and had to get back to my day, so didn't push my luck to much as I had already gotten into the cosmo.

 

I'm going at a really busy conference week, so my rate was high and available rooms were low.  If you are a few months away from your visit, you might get lucky with hotwire actually getting you into the skyloft, which would be incredible.  I was really looking forward to staying there.  

 

Anyway I guess it all kinda worked out in the end.  

 

Good luck to everyone.

[yvrpm]

Congrats nvdre! Glad to hear they came up with a solution that suits you. Enjoy your stay in Las Vegas.

[Ds2908]

Nice Job nvdre, thank you for that update in detail.

Glad to hear that you found an other great deal in my opinion. Did they offer you the terrace suite or did you ask for it?

I will do the same tomorrow and explain my situation. My trip is in april so maybe there still is a little chance for the skylofts. But would also agree with the cosmo or encore!

I took a look at skylofts from 9/8/16-9/11/17 (your dates) and it is sold out for real..

Have a nice trip and thanks again!

[nvdre]

Thanks guys.  They just offered the terrace suite, but now that I think about it, I should have asked for the wrap around terrace suite or maybe the aria sky suite, rooms that are more comparable to the skylofts , but after they said I was stuck at mgm I was just hoping to get off the phone with something.  

 

Good luck to you guys with upcoming trips.  Hope you guys really get to stay at the skylofts, let us know if you do!

[thereuare]

nvdre,

Thanks for the updates on how you were able to resolve the situation and glad to see you're pleased with the ultimate resolution.

 

As i had noted in another thread, situations such as this are rare, but they do happen, and HOTWIRE has been pretty good about 'trying to make good' and resolving the issue in a fair manner.

 

yvrpm,

9 hours ago, yvrpm said:

Any further updates on this nvdre? I also booked this HOTWIRE rate over the weekend for a visit to Vegas in April

Perhaps you can see the irony in asking another user for an update/more information when you haven't even shared your own with the board?

 

It would be appreciated if you posted the details of your own purchase as a NEW TOPIC (in your post please include the star rating, city, zone, hotel name, room rate per nite, dates of your stay, and amenities associated with the hotel)... you can still view this information by going to HOTWIRE and clicking the MY ACCOUNT >> MY TRIPS link near the top right of their home page.

 

You can also then use your newly created thread to let others know how HOTWIRE resolved your own reservation (chose a different hotel, refund, etc)

 

Please remember to return to BetterBidding and use the PRICELINE and HOTWIRE links on the board to begin your travel purchases... or thru our sister site MAPSandHOTELS.com for your regular rate purchases.

[Mr. Canada]

On Sunday, September 4, I booked the MGM Skylofts for April 6-9, 2017 via Hotwire "secret hotel."  I am in the same boat as everyone else who booked it with a low price (they increased the price 700% a day after I booked, obviously realizing the mistake).  I just got off the phone with a Senior Supervisor from Hotwire who was able to offer me nothing.  He literally only offered me a refund (which Hotwire is legally obligated to do if they can't provide the Skylofts as promised) and offered to let me rebook a different hotel at the exact same price as anyone else.  That would mean that Hotwire was able to cause this problem and would pay not even one cent to resolve it.  I was told that a "research team" will contact me in 7-10 days with a proposal.  I will post the proposal. I'm at a loss as to how it takes that long to solve this problem. 

 

[kdwamc]

You made it further than I did. I contacted Hotwire not once but twice and was passed around to different departments and spent almost an hour on hold between my phone calls. No supervisor to speak to, no one offering any help, just being told their department was "not the department that handles these problems" and sending me back to the main board to once again press a number.

I filed a dispute with my credit card company. Even if they managed to offer me another hotel at the same price, I wouldn't trust that the deal would be honored and I'd be right back at square one. Never have I had this issue with any other third-party booking website!

Thank you all for updating!

[thereuare]

For those of you with stays 6+ months into the future (or even 2+ months into the future) i would suggest being patient and waiting for HOTWIRE reach out to you (if your trip is within the next 2 weeks or you have to make other plans/purchases (such as airline tix based upon this hotel purchase) then by all means give them a call)... but for trips that are months into the future i don't think you're going to accomplish anything by calling.  Both the hotel and HOTWIRE are obviously aware of the situation and are likely working on a plan as to what they are going to handle the situation, and i suspect will be reaching out to customers with reservations in the next week or two. 

 

If you feel you have to call then you can of course do so, but my suggestion would be to give them a little time to work things out on their end.

 

Good luck!

[Ds2908]

Final update:

Got a mail that im rebooked to bellagio.. hm.. okay..

after a lot of calls i will stay in a salone suite and wont pay resort fee and parking.

im glad with this deal for ~100$/night!

[AaronJB]

Not a bad deal at all and glad you are satisfied with the resolution that HOTWIRE offered.

 

Thank you for keeping us updated and hope you enjoy the stay.

 

Please remember to return to BetterBidding and use the PRICELINE and HOTWIRE links on the board to begin your travel purchases... or thru our sister site MAPSandHOTELS.com for your regular rate purchases.

[Mr. Canada]

Hotwire emailed me saying “ It is much of regret to inform you that your booking is not confirmed due to an internal error in our system. ...You will now be staying with Bellagio.”  I called and Hotwire told me they don’t know what room they put me in and I requested the Cosmopolitan, as I was never consulted regarding an alternative.  The Hotwire Terms of Use do not allow them to change a confirmed booking.  They are able to uphold the Skylofts booking, but it will cost them too much money so they regret the deal they made.  I offered to take the Wraparound Terrace Suite at Cosmopolitan since it is $4,000 CDN less money for the weekend.  They claim it’s “not in their inventory” yet that room can be booked using Hotwire’s standard reservation system (and is available the weekend I am going to Vegas). So, we’ll see.  I’m open to going to arbitration since it’s no cost to me and I’ll win.  Hoping it doesn’t come to that.