Hotwire’s hotel switch — and a happy ending

I love a happy ending. But you don’t always get one when there’s a problem with a so-called “opaque” Web site that doesn’t let you pick the exact hotel or airline itinerary you want. What if you end up with a room or flight you don’t like?

That was the problem faced by Holly Gilbert, who had booked a hotel in Charlotte through Hotwire and ended up with a room at the Holiday Inn Charlotte-Airport.

Gilbert looked up the reviews and found the property to be “less than satisfactory, with comments about numerous break-ins, no security, being in a remote, bad part of town, not being able to get a non-smoking room, to name a few,” she said.

She had ordered a “three star” hotel but this one didn’t seem to measure up. She asked me to help.

I recommended Gilbert write a brief, polite email to Hotwire, explaining her problem and asking for a specific resolution. I have several helpful tips for writing a complaint letter on my site, which I suggested she take a look at.

As a first step, we needed to create a paper trail for her case — her request and the company’s response.

In the past, Hotwire has had a so-so record for responding to customer inquiries. I wasn’t sure what to expect, even as I monitored the progress of Gilbert’s grievance.

But Hotwire did the right thing. Late Friday, it sent her a note that it had “recently reviewed this property” and was “in the process of adjusting the star rating down to a 2.5 star.”

Hotwire offered her the choice of a full refund or to keep the reservation and get a $25 credit toward a future purchase.

Of course, this raises a few questions. Why did Hotwire offer this hotel in the first place? When did it decide to “review” the hotel — before or after it received Gilbert’s request? And who has ever heard of a 2.5 star hotel, let alone requested one?

That can all be sorted out later. For now, Gilbert can check in to a hotel that she feels safe in.

Well done, Hotwire.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

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