Hotwire Hotel: 3.5* Toronto (Downtown) Cambridge Suites

[cfudge]

Thought I'd share this with you all:

In march I booked a single night at the Westin Harbour Castle, in may I added a second night, both through hotwire. The bookings were for next Tuesday and Wednesday night. We're travelling to Toronto for the U2 concert, which happens to fall in the middle of the Toronto International Film Fest. Busy time, which is why I made the booking early.

Cut to tonight. Hotwire calls to say that due to a problem with the Westin's reservation system they overbooked the hotel and had cancelled my booking. What?? Hotwire offered to book me another room through the system. I should point out that they only mentioned cancelling my first night, but when I pointed out I had two seperate bookings for back to back nights they offered to cancel them both and rebook me for two nights.

The Westin was listed as 4 star, due to the short time frame to book and how crazy it will be in Toronto on those days only one hotel showed up that was close, a 3.5 star in the same area, Downtown Toronto East. They stuck to their guns and insisted they could not tell me the hotel until I agreed to book. The amenities were: Suite, Fitness, Restaurant, Business Center, High Speed, Kitchenette. I had booked the Westin at $66 a night US. This one? $423US!

Hotwire assured me they would cover the difference. I agreed. The hotel is the Cambridge Suites. Ranked #5 of 119 hotels in Toronto on Trip Advisor. Much higher than the Westin actually. Hotwire gave me $820 in Hotwire Bucks and then ran the charge through and the refunds for my previous booking. I got emails to confirm it all automatically.

What was a bit of a shock turned out pretty well, but I thought I'd pass along my story to let others know that just cause you have a confirmation number, things can happen!

Charlie

P.S. I made the hotwire rep wait on the line while I checked the hotel lists here :), the Cambridge wasn't listed though so maybe it hasn't been reported before.

[thereuare]

Congratulations on your, uh, win :)

Glad to see this all worked out quite well for you, although i'm sure it was a bit of hassle dealing with it at the moment. As evidenced above, HOTWIRE's customer service is actually quite good.

This property has actually been reported to the board previously, but it was last reported as a 4* property, so thanks for sharing your experience and helping us update the Hotwire Hotel List with the new star rating for this property.

Enjoy your stay and the concert.