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Can I Get Two Beds Please, Hotwire?

Posted Thu July 10, 2008 12:00 pm, by Jonette W. written to Hotwire

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I have recently used Hotwire to book a hotel reservation. I was reluctant due to the fact that you don't have the option to see where you are staying until after you purchase, but did so any way because a family member told me they used the service all the time and it was fine. I booked at hotel in Springdale Arkansas the first time. Everything with the booking went fine, got a decent hotel etc... Our stay at that hotel had some problems and when I called Hotwire to explain the situation I have to say I was greeted and taken care of by very friendly and helpful customer service. I was given a $50 credit to use on my next booking.

Well honestly that is the only reason I tried your service again. I recently booked a room in Oak Grove Missouri for two nights for two people (my son and I). When I got to the hotel I was told it was a room with one queen bed. This was not acceptable to us as I was not going to share a bed with my 19 year old son. I had to pay $20 extra to get a room with two beds. Now I know your policy on your site says... All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. While we cannot guarantee the number of beds in a property room, some properties may offer pull-out couches or cots. If you have specific needs, please contact the property directly. Our partners will do their best to make your stay as comfortable as possible... but I would think that two people means two beds because not all two people traveling together want to share a bed.

I would just like to suggest that you try to find some way to include on your site a way to request the number of beds, smoking or non-smoking room etc. I personally will not be using your service again due to the fact of what just happened to me. I did not like having to pay extra when I got to the hotel after I had already paid for this room and expected it to be able to accomodate two people who do not want to share a bed. My mistake I understand. I want to thank you for your time in reading this. I do want to say your call center has very nice, friendly, helpful people working there, that is refreshing these days. Thank you.


Reply



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by DB25 Posted Tue July 15, 2008 @ 8:33 AM

Why couldn't you share a bed with your son if you didn't want to pay
the extra $20 for two beds? I don't get it - it's not that big of a
deal.

Reply

Because.... by Jonette W. Tue July 15, 2008 @ 10:57 AM
by jesmckrod Posted Sat July 12, 2008 @ 12:05 PM

I work in the hotel business and the only way you get what you really
want, specifically, is if you go stright through the hotel. The hotel
knows what the guest is requesting and can usually accommodate those
requests ahead of time. Now when you use something like Hotwire you
are paying basically as low as you can on the room, and you get what
you pay for. Especially if you do not contact the hotel in advance. At
my hotel we do not charge extra for double beds, but if its not
availiable, theres not much you can do. You never know if a group is
going to be filing the hotel with a soccer team that is piling up 4
kids to a room and has previously booked them months in advance.

What Im saying here is, youre trying to get your cake and eat it too.
Hotwire is based on blind purchasing and you don't even know which
hotel you are going to, why should you be guaranteed a bed type when
there are people paying 3 times the rate in the hotel you are trying
to stay at?

Reply

Because..... by Jonette W. Mon July 14, 2008 @ 9:58 AM
by Jugi Posted Fri July 11, 2008 @ 10:16 PM

It would be nice to see more options offered.

I've gotten stuck in a smoking room a couple of times using those
services. It was awful. The room reeked, made all our stuff reek,
and gave me a headache.

In this day and age, they should just eliminate smoking rooms.
They're basically ruining the rooms by allowing smoking.

Reply

well.........I am a smoker by Jonette W. Mon July 14, 2008 @ 9:51 AM

by Ryman Posted Fri July 11, 2008 @ 9:09 AM

If they allow you to choose smoking/non-smoking and bed types, expect
to pay higher rates. Because you are booking"blind" you are getting a
lower rate.

I work for a large hotel company and I can't tell you how may times
guests call upset because they booked through an opaque (industry
term) web site and now are upset because we won't guarantee their
preferences.

If certain requests are important to you, book direct.

You admit you were aware of Hotwire's policies, but for whatever
reason you believe you are excempt from them?

Reply

I don't think she's wanting an exemption... by mikedthornton Fri July 11, 2008 @ 9:40 AM


This makes sense by Donno Fri July 11, 2008 @ 4:00 PM

Not exempt by Jonette W. Mon July 14, 2008 @ 9:47 AM

by Donno Posted Thu July 10, 2008 @ 10:17 PM

I'll admit I had a tough time absorbing exactly what happened, by I
inferred that essentially you booked a room for two people through
Hotwire, and didn't have a choice to select two beds. You recommended
they add the option to their website for the person booking to choose
how many beds.

I will never use one of the sites you mention, because for me I use
something like AAA and then call the hotel directly. However I think
your suggestion is an *excellent* one. With AAA I'm thinking that
when I use the online booking service they recently added, the system
polls the property for available rooms and the site shows exactly what
you bed configuration (size and number) you will receive.

If AAA can do it, I don't see why Hotwire can't. If I misinterpreted
your post, I apologize.

Reply

Yep by Jonette W. Fri July 11, 2008 @ 8:09 AM

by Teresa B. Posted Thu July 10, 2008 @ 9:00 PM

I dont like these 3rd party booking sites. When I was still in the
hotel business, we got more complaints about reservation mixups then
you can possibly imagine. I would tell my guests that if you see a
rate on a website, here is my card, call me and I will match the rate
or beat it if I have the rooms available. I made that a policy in all
my hotels in all the different brands that I worked for. None of the
owners had a problem with it as I was getting them revenue.

I would suggest that in the future, call the hotel after you find an
attractive rate and ask them to match it or beat it. If they tell you
no, ask to speak to the manager. The manager will generaly have a
Managers Special rate that they will offer in order to get your
business. Now this will not work for special events or when the hotel
is close to full.

You can also go to roomsaver.com or travelcoupons.com and view and
print hotel coupons. These are the same ones you see driving up and
down the interstates. Some of the coupons are for walk-ins only but
you can call ahead and ask if they are accepting that coupone for that
day. Even as a hotel manager I dont always get my free or discounted
room if I did not have my brand in the area or if they were not
offering the discount, so I have used the tatics I have described. I
learned from all the travel savy Snow Birds who drove 195 from the
North on thier way to Fl each year.

Reply

Great suggestions by mikedthornton Fri July 11, 2008 @ 4:46 AM

I thank you! by Jonette W. Fri July 11, 2008 @ 8:12 AM


by Harleycat (aka Usual Suspect #2) Posted Thu July 10, 2008 @ 9:54 AM

Did you call the hotel ahead of time to make your request known? I
think most bookings of two people are married couples who want one
bed. I hate getting a room with two double beds. My husband is a big
guy and we need at least a Queen to be comfortable.

Reply

yes i did by Jonette W. Thu July 10, 2008 @ 1:25 PM


OK..then by Harleycat (aka Usual Suspect #2) Thu July 10, 2008 @ 6:32 PM
by mikedthornton Posted Thu July 10, 2008 @ 9:43 AM

Technically, you didn't have to pay extra. You had a $50 freebie, had
to pay $20 for a special request, so you ended up with $30.

Sounds to me like you might be the kind of traveler who has very
specific wants/expectations, so that the "generic" templates of the
online booking agencies aren't going to work for you. You'll probably
need to go through the actual hotel website or call the hotel to get
to the specifics of what you want.

Bottom line: you can't go somewhere and get a rock-bottom price and
expect to have the bells and whistles as if you had paid more. The
universe isn't wired that way.

Oh..and when I book for 2 people, I actually mean 1 bed. There's
really no way for anyone to know what you mean unless you talk to
them.

Reply

no i did not have a "freebie" by Jonette W. Thu July 10, 2008 @ 1:32 PM

It's still a freebie by mikedthornton Thu July 10, 2008 @ 7:44 PM

No its not by Jonette W. Fri July 11, 2008 @ 8:18 AM




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