Comments on: “When the confirmation came for one king bed I began to freak out” http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: David Z http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-34005 David Z Sat, 13 Feb 2010 17:23:12 +0000 http://www.elliott.org/?p=10792#comment-34005 <blockquote>Sorry..but I get a lot of trouble with travel agents.</blockquote> That's alright, Bill. YMMV - Your Mileage May Vary.

Sorry..but I get a lot of trouble with travel agents.

That’s alright, Bill. YMMV – Your Mileage May Vary.

]]> By: Arizona Road Warrior http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33999 Arizona Road Warrior Sat, 13 Feb 2010 16:33:28 +0000 http://www.elliott.org/?p=10792#comment-33999 @ Bill: "I’ve also booked several weeks worth of car rentals this week – and none of it was from a travel agent. That’s a total of 50,000 status miles, 35 hotel nights and 4 car rentals…all with no agent." I book all of my flights (100+ flights), hotels (100+ nights) and etc. by myself because they are simple. I have been booking my travel for business for over 12+ years. However, when I take a vacation (i.e. a month in Europe), I use the services of a travel agent. It is hard to find a good travel agent and it takes time (as well as trial & error) to find a good travel agent. There are some very good travel agents on this forum. I only wish that one or two of them was located in the PHX area. @ Bill: “I’ve also booked several weeks worth of car rentals this week – and none of it was from a travel agent. That’s a total of 50,000 status miles, 35 hotel nights and 4 car rentals…all with no agent.”

I book all of my flights (100+ flights), hotels (100+ nights) and etc. by myself because they are simple. I have been booking my travel for business for over 12+ years. However, when I take a vacation (i.e. a month in Europe), I use the services of a travel agent.

It is hard to find a good travel agent and it takes time (as well as trial & error) to find a good travel agent. There are some very good travel agents on this forum. I only wish that one or two of them was located in the PHX area.

]]> By: Bill http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33924 Bill Sat, 13 Feb 2010 06:27:32 +0000 http://www.elliott.org/?p=10792#comment-33924 I see. many comments including the one by Mr. Frenaye "I booked by ______ on _____.com" Well, John..."I booked by ____ on ____.com because the travel agent who originally did the booking had the hotel and flight not match up so I would have been on the street for a night!" "I booked by ____ on ____.com because when I went to a travel agent, they didn't know what a London Pass was, and took a long time to look it up - then their price was more. How can they give me such great advice if they don't know what these things are?" "I booked by ____ on ____.com because when I went to a travel agency and said I wanted a non smoking room in London, she laughed at me and said they could not book non smoking rooms". "I booked by ____ on ____.com because the travel agent didn't book my wife's e-ticket properly and they said I had no ticket when I checked later" "I booked by____ on ____.com because although I screw up, I screw up less than the travel agents." John, I'm going to hit 25,000 status miles in a week, as will my wife - and I'll have 35 hotel nights under my belt. I've also booked several weeks worth of car rentals this week - and none of it was from a travel agent. That's a total of 50,000 status miles, 35 hotel nights and 4 car rentals...all with no agent. Sorry..but I get a lot of trouble with travel agents. I see. many comments including the one by Mr. Frenaye
“I booked by ______ on _____.com”
Well, John…”I booked by ____ on ____.com because the travel agent who originally did the booking had the hotel and flight not match up so I would have been on the street for a night!”
“I booked by ____ on ____.com because when I went to a travel agent, they didn’t know what a London Pass was, and took a long time to look it up – then their price was more. How can they give me such great advice if they don’t know what these things are?”

“I booked by ____ on ____.com because when I went to a travel agency and said I wanted a non smoking room in London, she laughed at me and said they could not book non smoking rooms”.

“I booked by ____ on ____.com because the travel agent didn’t book my wife’s e-ticket properly and they said I had no ticket when I checked later”

“I booked by____ on ____.com because although I screw up, I screw up less than the travel agents.”

John, I’m going to hit 25,000 status miles in a week, as will my wife – and I’ll have 35 hotel nights under my belt. I’ve also booked several weeks worth of car rentals this week – and none of it was from a travel agent. That’s a total of 50,000 status miles, 35 hotel nights and 4 car rentals…all with no agent.

Sorry..but I get a lot of trouble with travel agents.

]]> By: CAROL BLOOMFIELD http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33878 CAROL BLOOMFIELD Fri, 12 Feb 2010 23:01:42 +0000 http://www.elliott.org/?p=10792#comment-33878 Deason sent her thank you to the wrong person. Christopher Elliott is the only one who deserves a very big thank you. If I were her, I would not consider booking through Hotwire again because you can't always be expected to come to her rescue. Well Done! Deason sent her thank you to the wrong person. Christopher Elliott is the only one who deserves a very big thank you. If I were her, I would not consider booking through Hotwire again because you can’t always be expected to come to her rescue.
Well Done!

]]> By: Arizona Road Warrior http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33857 Arizona Road Warrior Fri, 12 Feb 2010 19:32:26 +0000 http://www.elliott.org/?p=10792#comment-33857 As a long time reader of Elliott and Consumer Traveler, it seems like the majority of the problems that Chris is attempting to resolve\fix\etc. are from three sources: 1) Discounted website (i.e. Priceline, Hotwire, etc.) 2) online website (i.e. Expedia) and 3. consumers that didn't dealt with a travel agent from a traditional brick & mortar travel agency in their community. I am sure that they are people that are happy with Priceline, Hotwire and etc. One of my preferences is to know the hotel before I book. Another of my preferences is to stay with specific hotel chains (Marriott and Hilton). Given that the hotel industry is hurting now and there are tons of empty of rooms especially at the high-end hotels, I am sure that you can get a nice room at a great rate from these websites. Once the market turns around, I am sure that these bargins will be less to find. As a long time reader of Elliott and Consumer Traveler, it seems like the majority of the problems that Chris is attempting to resolve\fix\etc. are from three sources: 1) Discounted website (i.e. Priceline, Hotwire, etc.) 2) online website (i.e. Expedia) and 3. consumers that didn’t dealt with a travel agent from a traditional brick & mortar travel agency in their community.

I am sure that they are people that are happy with Priceline, Hotwire and etc. One of my preferences is to know the hotel before I book. Another of my preferences is to stay with specific hotel chains (Marriott and Hilton).

Given that the hotel industry is hurting now and there are tons of empty of rooms especially at the high-end hotels, I am sure that you can get a nice room at a great rate from these websites. Once the market turns around, I am sure that these bargins will be less to find.

]]> By: Phil Kipnis http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33699 Phil Kipnis Fri, 12 Feb 2010 01:47:11 +0000 http://www.elliott.org/?p=10792#comment-33699 I use Hotwire several times a month for my business travel and can testify they have saved me between 30 and 40% over other sites deals. If you have a problem as I have had from time to time, a quick phone call to the hotel or to the Hotwire customer support people have fixed them. I read the conformation VERY carefully before I agree to buy the room, rental car or airfare. In fact this month alone they got me three nights in Irvine's, Crowne Plaza for $53 bucks a night (plus tax). This week I'm in Portland OR at a really nice Comfort Inn for $35 a night (plus tax), so please knock it as much as you can, that makes it so much better for me and my employees. I use Hotwire several times a month for my business travel and can testify they have saved me between 30 and 40% over other sites deals. If you have a problem as I have had from time to time, a quick phone call to the hotel or to the Hotwire customer support people have fixed them. I read the conformation VERY carefully before I agree to buy the room, rental car or airfare. In fact this month alone they got me three nights in Irvine’s, Crowne Plaza for $53 bucks a night (plus tax). This week I’m in Portland OR at a really nice Comfort Inn for $35 a night (plus tax), so please knock it as much as you can, that makes it so much better for me and my employees.

]]> By: David Z http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33695 David Z Fri, 12 Feb 2010 00:36:16 +0000 http://www.elliott.org/?p=10792#comment-33695 <blockquote>I’ve booked with Hotwire 6-8 time a year since 2004 with no problems.</blockquote> With that kind of experience, Lianne, you're a hot wire! :)

I’ve booked with Hotwire 6-8 time a year since 2004 with no problems.

With that kind of experience, Lianne, you’re a hot wire! :)

]]> By: Jesse http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33624 Jesse Thu, 11 Feb 2010 17:33:28 +0000 http://www.elliott.org/?p=10792#comment-33624 Count me in as another generally satisfied Hotwire customer. I got the Westin St. Francis in San Francisco for $75/night on Valentine's day 2 years ago. Count me in as another generally satisfied Hotwire customer. I got the Westin St. Francis in San Francisco for $75/night on Valentine’s day 2 years ago.

]]> By: Lianne http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33614 Lianne Thu, 11 Feb 2010 12:51:30 +0000 http://www.elliott.org/?p=10792#comment-33614 I've said it before and I'll say it again, I consider myself to be part of the market that Hotwire services. I often travel alone and on my own dollar. If I know the area I'm traveling to well enough I can get a general idea of what hotel I'm booking at for a fraction of the cost. I've manged to successfully book the same Hampton Inn in Orlando for less than $50 on three separate occasions just by paying close attention to location and amenities.I'm also laid back enough that as long as the room is a minimum of clean and safe I don't really care where I end up. I've booked with Hotwire 6-8 time a year since 2004 with no problems. I’ve said it before and I’ll say it again, I consider myself to be part of the market that Hotwire services. I often travel alone and on my own dollar. If I know the area I’m traveling to well enough I can get a general idea of what hotel I’m booking at for a fraction of the cost. I’ve manged to successfully book the same Hampton Inn in Orlando for less than $50 on three separate occasions just by paying close attention to location and amenities.I’m also laid back enough that as long as the room is a minimum of clean and safe I don’t really care where I end up. I’ve booked with Hotwire 6-8 time a year since 2004 with no problems.

]]> By: Simon http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33613 Simon Thu, 11 Feb 2010 12:30:27 +0000 http://www.elliott.org/?p=10792#comment-33613 Hotwire does serve a specific need. I have never had a problem with them. I have been slightly disappointed in a room at times, and I feel that they bump up star levels half a star, but when compared to the rate on any other travel site they do run an average of 30%-50% cheaper, worth the trade off for me. I usually recommend them a lot of times if I just need a room and I am not specific on what I want. Hotwire does serve a specific need. I have never had a problem with them. I have been slightly disappointed in a room at times, and I feel that they bump up star levels half a star, but when compared to the rate on any other travel site they do run an average of 30%-50% cheaper, worth the trade off for me. I usually recommend them a lot of times if I just need a room and I am not specific on what I want.

]]> By: Carver http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33611 Carver Thu, 11 Feb 2010 03:58:10 +0000 http://www.elliott.org/?p=10792#comment-33611 @Kevin Excellent analysis. Priceline and Hotwire stay in business because the serve a market. Personally, I almost never use these services because they do not meet my needs. however, other folks use them with excellent results. As Kevin so succintly stated, "stuff happens" When things go well, no one contacts Chris. @Kevin

Excellent analysis. Priceline and Hotwire stay in business because the serve a market. Personally, I almost never use these services because they do not meet my needs. however, other folks use them with excellent results.

As Kevin so succintly stated, “stuff happens” When things go well, no one contacts Chris.

]]> By: Jim_J http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33577 Jim_J Wed, 10 Feb 2010 23:27:52 +0000 http://www.elliott.org/?p=10792#comment-33577 I don't know about Hotwire since I used them once several years ago, paid for a four star room and got on that was barely three stars. In contrast to that, my experience with Priceline has been outstanding. I began using their hotel service when they first started, probably about 10 years ago. On the average, I book about 5 priceline hotel stays a year. That's 50 times that I've been a happy customer. Sometime, you get more than you expect, This past Christmas weekend, I bid $55 for a three star hotel in Boca Raton. FL. I quickly received a reply that there was no three star hotel available and that they were giving me the Boca Renaissance, a 4 star property. Also, in September of 2008, I tried using Orbitz, Travelocity and others to book a hotel in downtown Chicago for a weekend. The best price for a three star hotel that I could find was $175. I tried a Priceline bid of $75 which was accepted and was given a room a the Marriott Hotel on Wacker Drive just east of Michigan Ave. When my wife and I checked in, the clerk ask me if we were members of Marriott Rewards. I gave her my number and we were upgraded to a room on an upper floor with an outstanding view. I plan to continue to use Priceline for my hotel reservations. I don’t know about Hotwire since I used them once several years ago, paid for a four star room and got on that was barely three stars. In contrast to that, my experience with Priceline has been outstanding. I began using their hotel service when they first started, probably about 10 years ago. On the average, I book about 5 priceline hotel stays a year. That’s 50 times that I’ve been a happy customer. Sometime, you get more than you expect, This past Christmas weekend, I bid $55 for a three star hotel in Boca Raton. FL. I quickly received a reply that there was no three star hotel available and that they were giving me the Boca Renaissance, a 4 star property.

Also, in September of 2008, I tried using Orbitz, Travelocity and others to book a hotel in downtown Chicago for a weekend. The best price for a three star hotel that I could find was $175. I tried a Priceline bid of $75 which was accepted and was given a room a the Marriott Hotel on Wacker Drive just east of Michigan Ave. When my wife and I checked in, the clerk ask me if we were members of Marriott Rewards. I gave her my number and we were upgraded to a room on an upper floor with an outstanding view.

I plan to continue to use Priceline for my hotel reservations.

]]> By: Kevin Fields http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33573 Kevin Fields Wed, 10 Feb 2010 22:42:24 +0000 http://www.elliott.org/?p=10792#comment-33573 To borrow a phrase, "stuff happens". Every company will have a small portion of customers who have a bad experience, and the bigger the company, the more off-beat and obscure the situation can become. You get crossed wires, you get company employees who are having a bad day, who think they are doing the right thing when they are not, who stick tight to company policies, and sometimes they just flat-out don't like to work with the public. Stuff happens. It's a fact of life. And, as a result, it is for THAT reason that Chris does what he does. Just because Chris finds plenty of business doing what he does doesn't mean that the whole industry is corrupt. If sites like Hotwire and Priceline gave horrible service across the board, they wouldn't be in business. Companies don't operate in bad faith for long under a cloud of secrecy. Even without the Internet, people talk amongst themselves and, when they're done wrong, they seek out help. Others begin to connect the dots and before you know it, you have your next Enron or Bernie Madoff. Companies that ultimately do not serve their customers and provide no value will starve to death. But every time Chris has to step in doesn't mean that the company has a foot in the grave. For every one person Chris has to help, there are probably thousands of people who use that same company's services every day, who find what they need, consume their purchase and couldn't have had a better experience about it. It's perfectly fine for you to observe these errors and decide that you are personally better off not to use these companies and their services, but that doesn't mean that they are not providing a service that people want and that we should all declare that they're worthless scams. If it truly was an illegitimate scam, they wouldn't have lasted this long. To borrow a phrase, “stuff happens”. Every company will have a small portion of customers who have a bad experience, and the bigger the company, the more off-beat and obscure the situation can become. You get crossed wires, you get company employees who are having a bad day, who think they are doing the right thing when they are not, who stick tight to company policies, and sometimes they just flat-out don’t like to work with the public.

Stuff happens. It’s a fact of life. And, as a result, it is for THAT reason that Chris does what he does.

Just because Chris finds plenty of business doing what he does doesn’t mean that the whole industry is corrupt. If sites like Hotwire and Priceline gave horrible service across the board, they wouldn’t be in business. Companies don’t operate in bad faith for long under a cloud of secrecy. Even without the Internet, people talk amongst themselves and, when they’re done wrong, they seek out help. Others begin to connect the dots and before you know it, you have your next Enron or Bernie Madoff. Companies that ultimately do not serve their customers and provide no value will starve to death. But every time Chris has to step in doesn’t mean that the company has a foot in the grave. For every one person Chris has to help, there are probably thousands of people who use that same company’s services every day, who find what they need, consume their purchase and couldn’t have had a better experience about it. It’s perfectly fine for you to observe these errors and decide that you are personally better off not to use these companies and their services, but that doesn’t mean that they are not providing a service that people want and that we should all declare that they’re worthless scams. If it truly was an illegitimate scam, they wouldn’t have lasted this long.

]]> By: Bill Foster http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33568 Bill Foster Wed, 10 Feb 2010 19:33:17 +0000 http://www.elliott.org/?p=10792#comment-33568 All these stories about Hotwire reinforce my own experience with them a few years ago. so I NEVER book thru them, period, they are not reputable IMHO. Why does it take intervention by Elliott to do what should have been done in the first place? Thus I don't use anyone that does not serve their customers! All these stories about Hotwire reinforce my own experience with them a few years ago. so I NEVER book thru them, period, they are not reputable IMHO. Why does it take intervention by Elliott to do what should have been done in the first place? Thus I don’t use anyone that does not serve their customers!

]]> By: Sarah Di http://www.elliott.org/blog/when-the-confirmation-came-for-one-king-bed-i-began-to-freak-out/comment-page-1/#comment-33567 Sarah Di Wed, 10 Feb 2010 19:11:46 +0000 http://www.elliott.org/?p=10792#comment-33567 Not everyone has AAA or a way to get a discount booking directly either. And if it's a casual traveler who only books a hotel once or twice a year, it might not be worth it for them to get the membership for travel discounts. I have often saved at least 50% on hotel rooms. Once, I got a hotel room for 50 dollars that I could have booked directly for 150 dollars. That makes a big difference. I prefer booking directly as well, but for some travelers and in some situations, it makes sense to use a third party site, whether transparent or opaque. Not everyone has AAA or a way to get a discount booking directly either. And if it’s a casual traveler who only books a hotel once or twice a year, it might not be worth it for them to get the membership for travel discounts.

I have often saved at least 50% on hotel rooms. Once, I got a hotel room for 50 dollars that I could have booked directly for 150 dollars. That makes a big difference.

I prefer booking directly as well, but for some travelers and in some situations, it makes sense to use a third party site, whether transparent or opaque.

]]>