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Hotwire Hotel: 3* San Francisco (Fishermans Wharf) Holiday Inn Express


Texans Fan
By Texans Fan,
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Posted

Just got back from San Francisco and wanted to report a problem we had with Hotwire this weekend, as well as possible solutions.

The situation: I took a small group from our church to San Francisco. I booked six rooms for 24 people through Hotwire (4 people per room) way back in April. When we got there, the hotel desk clerk told us that all our rooms were king rooms. On top of that, he said that people who use Hotwire or Priceline are only guaranteed a standard room, and that rooms are not guaranteed for 4. I showed him my reservation confirmation from Hotwire. The next thing he said was "A king bed does sleep four." I said, "maybe four kids, not four adults." I asked to speak with the manager, and then I got on the line with Hotwire. I spoke to a Hotwire representative who was very apologetic and offered his help.

The possible solution: The Hotwire rep put me on hold and called the hotel and talked with the manager. Hotwire realized the mistake and wanted to make it right. They gave me the option of moving hotels if I could find one; using rollaways; or getting additional king rooms to sleep the additional people in my group. (They "say" they will reimburse me for it...we'll see). So, we did a combination of the above. Some of my folks took an additional room. Some brought in a rollaway, some had kids sleep with them in the king bed. The reason we didn't move hotels is that we didn't want to find one, and we wanted the group to stay together. Plus we liked the continental breakfast offered by the Holiday Inn Express.

More problems: My group was booked for four nights and the Holiday Inn Express manager said he could only give me the extra King rooms for two nights. (That's why we did the combination solution as described above.) Hotwire paid for the extra rooms for the first two nights. On the third day, I checked back with the front desk. I was able to keep the King rooms, but I had to pay for it at regular rack rate ($250 a night per room). The manager said the reason Hotwire didn't pay for the last two nights was because the nights weren't guaranteed for availability originally.

So, now I have to send Hotwire my hotel bill, plus the invoice from my credit card when it comes in, plus evidence to show I paid for the extra rooms. Supposedly, when I do all this, Hotwire will reimburse me for my extra expense. So it will be at least a month or so before this is all resolved.

My questions: I feel my folks were very gracious to accept the king rooms and make do. Some kids slept on floors, some with parents. But the reality is, we PAID in advance for rooms that slept four on beds, and Hotwire guarantees those beds. While Hotwire was very apologetic and worked to help me find a solution, I think I am due some sort of reimbursement. Do you agree with me? What would you do in this situation? I'd love to hear some of your thoughts!

I'll keep you posted on how this all resolves!

Posted

From our Rules and Policies:

If you have a complaint, problem, or question with a recent or upcoming Priceline/Hotwire stay, we will be happy to do what we can to help, but please be considerate of the board's primary goal of helping others and first post the details of your 'win.'

It is important for everyone to know when problems and customer service issues arise, but the majority of the users come here to see winning bid information... so please oblige them with this information before asking for them for help.

Please use this HOTWIRE and these PRICELINE LINKS: HOTELS, CAR RENTALS, and AIRFARE to begin your travel purchases

Posted

My bad...I thought I had done that, but doing a search, I realize I have not. My original win was for San Francisco Fisherman's Wharf, 2.5 star Holiday Inn Express (now upgraded to 3*), for $134 per night, made back in April for July 18-22). Please feel free to move or remove this post.

Posted

Sorry you had to deal with this during what should have otherwise been a relaxing time.

I'm confident HOTWIRE will make good on their promise to reimburse you... there customer service is actually pretty good.

From your comments above i assume your "out of pocket" is the additional rooms for the third nite? You may have been busy and not had the time (or the desire given the previous inconvenience) but I would have given my credit card as requested by the hotel, but then also have tried to contact HOTWIRE to have them pay for those nites before i checked out (just as they had paid for the previous nites) which would save you the trouble of now having to submit your receipts to them.

I'm not sure why they would need your credit card statement, i would begin to move forward with this supplying them the hotel receipt(s)... and keep the originals and only send them copies (or fax).

As far as additional compensation, i think that HOTWIRE did everything "right" in how they handled the situation, but if asked they may offer some hot Dollars to use on a future purchase if you ask.

Let us know the ultimate outcome... hope it all goes smoothly.

Please use this HOTWIRE and these PRICELINE LINKS: HOTELS, CAR RENTALS, and AIRFARE to begin your travel purchases

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