Hotwire Hotel: Reservation Getting Bumped from the Wynn

[TrueNorth]

As I previously posted, I booked for rooms for February 13 to 16 at received the Wynn for these nights. Tonight I phoned the Wynn to double check the number of beds and that the rooms would be located together, I was informed that the reservation was cancelled and they recommended I called Hotwire.

I called Hotwire and was informed that the Wynn was overbooked and that they had been moving a number of Hotwire reservations over to the Trump and that this is what had happened in my case. I was informed that I would receive a refund for one night for each room as compensation, but that nothing else could be done. I pointed out that I booked a hotel with a casino and did not want to stay at a hotel without one. The customer service manager mentioned that I wouldn't have that far to walk to a number of casinos.....

I never use Priceline when booking for Vegas because I want to avoid properties off the strip and without a casino. Apparently I shouldn't be using Hotwire for this either. I don't know what to say right now I'm so angry. Has this happened to anyone in the past?

Sorry to vent, but this does seem a little ridiculous to me....

[WillTravel]

I can't comment on this case specifically, particularly in Las Vegas, but getting bumped from hotels is a fairly common occurrence with any booking method. The usual compensation is to offer you a night free, and a free taxi ride to the new place.

I think Hotwire should offer you a complete refund if that is what you prefer, so you can book somewhere else.

[TrueNorth]

I asked for a refund and they said that was not an option.

There is a four star currently available on Hotwire for my dates and it looks like Planet Hollywood. It costs more, but I would rather spend a little extra and stay there. I might try calling them again and seeing if I could switch the reservation to the four star instead.

[bbbb]

I asked for a refund and they said that was not an option.

Unexceptable, call back and try again. They broke there end of the deal. If they still won't budge dispute it with your CC. Also file a complaint with the BBB.

[123slb]

So when was Hotwire going to tell you about being bumped? If you had not called the Wynn on your own, would you simply have found out at check-in? Jeez! They better give you a refund, if that's what you want!

[WillTravel]

Alternatively, you could ask the Wynn to bump you to Planet Hollywood.

[dahammer]

You were "walked" by the Wynn, HOTWIRE should compensate you by paying for your first night's accomodations, round trip cab fare, and issue a full refund. Your reservation was for a hotel with a specific amenities shown before your purchase, if any one amenity is not provided, you have a good case to dispute the move to Trump and argue for a full refund at the least. Ask to speak to a supervisor, the sometimes the front lines in customer care are staffed with amoeba's, so move up to a supervisor if you can't get satisfaction.

[thereuare]

I think if you get the right person on the phone you should have no problem getting a refund for this stay as you're being given what you purchased (and a benefit of using HOTWIRE is knowing the amenities offered at a given property before your purchase... in this case you wanted a specific amenity (as casino) and they're walking you to a hotel that doesn't offer this)

Keep us updated.

[bbbb]

Bait and Switch.

[thereuare]

Bait and Switch.

... more likely an honest mistake.

Since both PRICELINE and HOTWIRE customers are being notified of this issue, it was obviously an error on the Wynn's end, and they are certainly not going to benefit from switching anybody to another hotel (as they won't be collecting that revenue)

The most important issue at this point, imo, is that PRICELINE and HOTWIRE customers are "treated just like any other guest" and given the same compensation as any other guest that needed to be walked from the hotel as the results of the hotel's error/overbooking.

[weezerette]

Hi, new posting here.

If you go into your account on Hotwire, for your upcoming reservation, does it still have the Wynn listed? I'm going the same weekend you are, Feb 14-17, and got the Wynn through Hotwire. When I log into my account on Hotwire, it still says the Wynn for my hotel.

I was wondering if yours did as well and if I should be calling Hotwire.

Thanks!

[TrueNorth]

My Hotwire account still shows my reservation as being for the Wynn. I originally phoned the Wynn, who told me the reservation had been cancelled and that I should call Hotwire. I would call to see if it's happened to you as well.

I received an email stating that Hotwire has refunded me one night for each room, but I still haven't received an email telling me that I'm staying at the Trump, despite the supervisor I spoke with telling me I should.

The first time I called in, I did ask to speak to a supervisor who told me that a refund was not an option. Still debating what I should try and do.....

[thequestion]

Hi, new posting here.

If you go into your account on Hotwire, for your upcoming reservation, does it still have the Wynn listed? I'm going the same weekend you are, Feb 14-17, and got the Wynn through Hotwire. When I log into my account on Hotwire, it still says the Wynn for my hotel.

I was wondering if yours did as well and if I should be calling Hotwire.

Thanks!

Yeah, watch out. Check out the Priceline forum. Looks like Wynn is starting to make a practice of canceling reservations up to the last minute if they book out full at regular rates. This has happened even to people who have confirmed with the Wynn. Furthermore, they will not budge and provide any other recourse than refund or Trump. Good luck to anyone who gets Wynn through either Hotwire or Priceline going forward. I just wouldn't count on it or make too many plans around it. Tough economy appears to create tough practices.

[thequestion]

... more likely an honest mistake.

Since both PRICELINE and HOTWIRE customers are being notified of this issue, it was obviously an error on the Wynn's end, and they are certainly not going to benefit from switching anybody to another hotel (as they won't be collecting that revenue)

The most important issue at this point, imo, is that PRICELINE and HOTWIRE customers are "treated just like any other guest" and given the same compensation as any other guest that needed to be walked from the hotel as the results of the hotel's error/overbooking.

I'm going to guess most likely this wasn't a good faith error, given the number and different circumstances of people this is happening to. What they are benefiting on from the bait and switch is that they get to go ahead and fill their hotel early, then they can keep selling the same rooms at a higher price and cancel the reservations from Priceline and Hotwire. The Trump would be happy as well as they get to go ahead and fill up on what I am sure would otherwise be empty rooms.

But, given what I read about the Wynn Macau, things may be getting tough for this business....

[fledgling]

I also had a reservation for the Wynn from Feb 12-17, I just got the following email. I am pissed.

Dear >>>>

Hotwire has been notified by the Wynn Las Vegas that the hotel has been overbooked during the period of your scheduled stay.

Regretfully, overbooking does occur occasionally in the hotel industry. In such situations, hotels do their best to accommodate customers at equivalent properties during oversold dates. We recognize that this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved.

The Wynn Las Vegas has reaccommodated all affected customers at:

Trump International Hotel & Tower Las Vegas

2000 Fashion Show Drive

Las Vegas,NV 89109

We have transferred your reservation information to the Trump Hotel. You are confirmed to check in on February 12, 2009. There is no need to reconfirm your booking with the Trump Hotel or with the Wynn Las Vegas. The booking is still pre-paid, meaning you will not incur additional expenses other than incidentals not included in the booking.

The Trump Hotel is rated by Hotwire as a five-star property, offering the following amenities:

Studio

Smoke Free Rooms

Daily Housekeeping

Air Conditioning

Fitness Center

Pool(s)

Restaurant(s)

Business Center

24-hour Front Desk

High-speed Internet Access

Golf Nearby

Spa Services

Kitchenette

Please accept our sincerest apologies for any inconvenience this may have caused you along with 125 HotDollars, which we have added to your account under >>>>>>@gmail.com. Your HotDollars can be used to book any flight, discount car rental, hotel reservation or land package on the Hotwire Web site! Each one is equivalent to one U.S. dollar in value and is available for one year from the date of issuance. Your HotDollars will expire on January 29, 2010.

[dahammer]

I also had a reservation for the Wynn from Feb 12-17, I just got the following email. I am pissed.

While we welcome both positive and negative experiences, please keep in mind that the spirit of this message board is helping users.

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.

can you please post the results of your HOTWIRE purchase?

[fledgling]

can you please post the results of your HOTWIRE purchase?

Sorry, I though others would be interested in seeing the email.

My hotwire details:

Thu, Feb 12, 2009 Check-out date Tue, Feb 17, 200

Hotel rate per night: $94.00

Nights: 5

Rooms: 1

Subtotal: $470.00

Trip Protection*: $20.69 USD

Tax recovery charges & fees: $47.27

Total price: $537.96

Don't forget, we'll be paying an addition $15+/night for the 'resort fee' at Trump. I just called Hotwire, there's nothing they will do. Interesting no managers were available either. I'm wondering if I have recourse via credit card based on the lack of casino and the different tripadvisor rating which were two elements I used when deciding to book the hotel deal. But since I'm less than 2 weeks out, I'd be worried the dispute may be challenged by Hotwire and I not get refunded, while rebooking at another hotel, ON strip. So, now I'm researching Trump, trying to make the best of it.

[GM Mike]

If the Wynn is intentionally overbooking to resell rooms previously sold on Hotwire, that is certainly a questionable ethical choice.

However, let's try to keep this in perspective.

The "industry standard" compensation in a situation like this is:

- First night free (or refund, if prepaid)

- Free room in another hotel for that first night

- One free phone call

- Taxi ride to new hotel

Typically, in any hotel overbooked, you would not know about it until you arrived to check in. Aside from their motivations, which we are just assuming at this point, the Wynn is following what is an industry standard practice. The only difference, perhaps, is that it is typical to still honor the remaining nights of the reservation, if the guest wishes to return after the "walked" night. Otherwise, the guest would be on their own to negotiate with the new hotel.

While this must be frustrating, it is not necessarily "unreasonable", compared to standard practice. Although you're not receiving the hotel you really wanted, you are still effectively receiving a free hotel night.

Certainly, though, if this is unacceptable, you should continue to try to work it out with hotwire, especially if you are not allowed to return to the Wynn after the walked night.

[bbbb]

There will also be a $15 per night resort fee at the Trump. :)

[weezerette]

Well I received this email as well.

My initial winning details from Hotwire:

My hotwire details:

Sat, Feb 14, 2009 Check-out date Tue, Feb 17, 200

Hotel rate per night: $119.00

Nights: 3

Rooms: 1

Subtotal: $357.00

Tax recovery charges & fees: $37.29

Total price: $394.29

I received the same email as the prior poster except I only received $75 Hotdollars. That is not the same as a free night at the hotel we're moved to, additionally it's not a refund but a credit for a future purchase.

I'm going to speak to customer service and see what I can do. At the very least I expect a one night refund. I'd prefer a refund or another option to be rebooked that has a casino and is actually on the strip.

[MikeinPDX]

I too got bumped from the Wynn for a 4 night stay Feb. 12-16, 2009. See details below. Relocated to the Trump - Don't want to stay there... No casino, no smoking. Most people go to Vegas to Gamble. I made this reservation a month ago and do not understand why I am just now being notified. Now my options seem limited to accepting their "relocation" & $100 hotwire crapbucks or rebooking at another hotel for twice as much money. Two calls to Hotwire "Customer No-Service" resulted in an offer for a refund. I don't know what to do. Does anyone have any ideas? Thank You!

Hotel - 1 room, 4 nights

Wynn Las Vegas

3131 Las Vegas Blvd. South

Las Vegas, Nevada 89109

(702) 770-7000

Check-in date

Thu, Feb 12, 2009 Check-out date

Mon, Feb 16, 2009 Primary guest

Hotel rate per night: $125.00

Nights: 4

Rooms: 1

Subtotal: $500.00

Tax recovery charges & fees: $51.20

Total price: $551.20

[Leavinlv]

I also got bumped today. I was booked only for 2/14/09 and all they gave me was $25 for my next Hotwire purchase. They moved me to the Trump. I live in Las Vegas and was looking for a nice Valentine's away from the kids. The Trump does not have a casino and when I booked, the hotel I agreed to had a casino. I'm waiting for a response to my e-mails to both the Wynn as well as Hotwire. I don't mind getting walked but to a hotel without a huge Vegas amenity such as a casino is pretty ridiculous. Any help would be appreciated.

[MurtleCake]

Wow, redic. I got bumped from Priceline less than a day before my trip! and just booked the Luxor with my $10 discount Priceline gave me ugh... Priceline did give me a full refund, I did pay the $5 cancel fee.. but I think they would have done it regardless. They weren't offering up any other hotels or anything.

As much as a free room would be nice, it's not Priceline or Hotwires fault, so it's kind of a rock and a hard place right? They shouldn't have to give free services because the Wynn screwed up.

At least Hotwire is offering a decent amount of money, Priceline only gave me $10 to a future purchase.

I vote they remove Wynn and Trump from their list! I would of been gladly relocated to the Venetian or the Palazzo, but the Trump? Forget it. I tried to explain when they called as to why I didn't want to stay at the Trump, and that by Vegas standards it is an inferior property, but they were obviously in India and had no clue about why one wouldn't be happy with the changes.

[steerpike]

I have the Wynn with Hotwire 24th Feb for 6 nights (over Nascar weekend). Hotwire are not selling it now for my dates. Do you all think it's a glitch over Valentines only, or a deliberate bait and switch policy from Wynn. Has this happened before? Does it happen regularly?

[Joanner]

I have the Wynn with Hotwire 24th Feb for 6 nights (over Nascar weekend). Hotwire are not selling it now for my dates. Do you all think it's a glitch over Valentines only, or a deliberate bait and switch policy from Wynn. Has this happened before? Does it happen regularly?

Could you give us an update after your trip if you actually got to stay at the Wynn or were moved? Hopefully Better Bidding will allow this post. Thank you.