Lisa Deason thought she’d booked a hotel room in New York for four guests through Hotwire. But her confirmation told her otherwise: the room could only accommodate two people, at most.
And yeah, you guessed it — Hotwire wouldn’t refund her money or let her switch hotels.
Let’s go straight to the fine print on this one. From Hotwire’s rules and restrictions:
Room type will be determined by the hotel based on the number of guests provided at time of booking. All reservations are booked for stays in non-smoking rooms (subject to availability). Hotel room assignments are determined at check-in and upgrades are not available.
Got that? Hotwire just takes your money; the hotel gets to pick your room. (Remember, Hotwire doesn’t tell you the name of your hotel until you’ve paid.)
But if she indicated there were four guests, shouldn’t the hotel have offered her a room that would fit four guests? Of course.
““When the confirmation came for one king bed I began to freak out””