Hotwire - Beware Travel Site Scam!

Lorenzo88

Hi all, I had the misfortune of coming across the Hotwire.com site yesterday (via MSE, so please MSE do NOT endorse or feature this company on your site which I read and have always trusted!)
I used the site it to book a room for this summer for one night in Italy. The site lures you with claims of large discounts and pictures of wonderful hotels, but the actual booked hotel only gets revealed when you complete the booking ("secret hotel").

The actual hotel was hardly any chaper than just booking directly (£20 cheaper) which is already a massive, misleading rip-off but then the actual quality of the hotel from the pictures and reviews is substantially below the "4 star" that I expected, again massively misleading. I have actually even found another site which is a lot cheaper for the same hotel!!

Hotwire will not refund due to "Terms & Conditions" and are completely unhelpful and I simply will not stay at the hotel in question. Even the reviews state that this clearly is not a 4-star hotel, which is what I thought I'd paid for.

Has anyone ever had to deal with this situation? Would credit cards section 75 help in getting the money back since technically I agreed to their misleading Ts&Cs?

This post is both to warn others against using the site and also to ask for advice on the matter.

Thank you!

Lorenzo88

PS check out the reviews of Hotwire on Trustpilot. Seeing is believing!!

blindman

Lorenzo88 wrote: »

Hi all, I had the misfortune of coming across the Hotwire.com site yesterday (via MSE, so please MSE do NOT endorse or feature this company on your site which I read and have always trusted!)
I used the site it to book a room for this summer for one night in Italy. The site lures you with claims of large discounts and pictures of wonderful hotels, but the actual booked hotel only gets revealed when you complete the booking ("secret hotel").

The actual hotel was hardly any chaper than just booking directly (£20 cheaper) which is already a massive, misleading rip-off but then the actual quality of the hotel from the pictures and reviews is substantially below the "4 star" that I expected, again massively misleading. I have actually even found another site which is a lot cheaper for the same hotel!!

Hotwire will not refund due to "Terms & Conditions" and are completely unhelpful and I simply will not stay at the hotel in question. Even the reviews state that this clearly is not a 4-star hotel, which is what I thought I'd paid for.

Has anyone ever had to deal with this situation? Would credit cards section 75 help in getting the money back since technically I agreed to their misleading Ts&Cs?

This post is both to warn others against using the site and also to ask for advice on the matter.

Thank you!

Not read my guide then?

I also wrote one for Priceline-which is usally the better of the two Bidding sites IMHO

Lorenzo88

Unfortunately I didn't, at least not before booking

You are re-iterating the issues I have had. Have you read any responses where customers managed to get a refund either by complaining or via their credit card provider?

blindman

Lorenzo88 wrote: »

Unfortunately I didn't, at least not before booking

You are re-iterating the issues I have had. Have you read any responses where customers managed to get a refund either by complaining or via their credit card provider?

I've not read the T&C's for a while now for Hotwire and i think I used them once- as priceline always came out cheaper.

However i though that if you find a lower price that they would honour it ?

Star ratings go by the facilities they offer-not how swanky the hotel is.
What is the hotel so we can all comment on your views about "I will simply not stay"

Doubt you can claim anything from Credit cards as you were sold a hotel and Hotwire is a US firm IIRC so TBHO I'd let it go. :cool:

With all new experiences it is wise to either research or at least read the T&C's. before you book.

stevie11

OP, you have to use the likes of hotwire with eyes wide open as to say. Do your research before hand, there is a way of working out which hotel the secret deal is likely to be but that takes time and effort. Hotwire and Priceline do have a place in the market but be prepared for a surprise/dissapointment if the hotel isn't the one you want.

I haven't read the T&Cs so not sure you have any comeback with Hotwire or the credit card. I suppose it is only one night and you say you saved £20 so live and learn and enjoy your trip.

Good point stated by Blindman that as Hotwire is a US company, that bookings made are classed as international transactions on a credit card so unfortunately if you don't have a commission free card i.e. Clarity then they will add a conversion surcharge. I found that the hard way after a few bookings with them.

jpsartre

Lorenzo88 wrote: »

Would credit cards section 75 help in getting the money back since technically I agreed to their misleading Ts&Cs?

There's nothing misleading about their T&C. The discounts they advertise are based on comparing your price against average prices for similar hotels in the area you are staying, not with the price you would pay if you booked from the hotel directly.

I've used used opaque booking sites many times, I've gotten great deals and gotten not so great deals, stayed at great hotels and stayed at not so great hotels. Once I decided against staying at the hotel I got. It's always an inherent risk and you don't want to take it then book through regular channels where all details are known in advance.

lofielectronic

I get that you aren't happy with the hotel you've booked but I can't really see how this makes the website a scam?

PeacefulWaters

lofielectronic wrote: »

I get that you aren't happy with the hotel you've booked but I can't really see how this makes the website a scam?

First rule of MSE. The word "scam" rarely reflects the reality of the post.

heatherw_01

Hotwire is not a scam site and I use them all the time

Klr005

I use Hotwire and find it excellent.

Firstly, I only use it when I would happily stay in all 4 of the 'you are guaranteed to get one of these' -If you definitely wouldn't stay in one, don't risk getting it.

Secondly, do a quick check on Trivago or other similar sight and price check those hotels to make sure you're getting a good deal.

If you're happy with both of the above then you really can't lose.