Hotwire
Queja 92704 Detalles

On Sunday, March 11, I called Hotwire to inquire about accommodating three children and two adults in a room. I told Eli that we would like to have a rollaway in the room for the fifth person to sleep. Eli told me that the hotel would have no problem in bringing in a rollaway bed to accommodate the fifth person. I made the reservation with Hotwire on information and belief that the room would sleep five comfortably.

After making the reservation through Eli on Hotwire (Eli was insistent that I make the reservation through her rather than online), I was told that we would be staying at the Westin Bonadventure Hotel in Downtown Los Angeles. She gave me the confirmation code and the telephone number of the hotel and told me to call the hotel to confirm our itinerary and need for two double beds and one rollaway. I called the hotel and told gave them my hotwire itinerary number and then I told them that we will need a room with two double beds and a roll away. The front desk of the Westin Bonadventure adamantly refused to allow the rollaway bed in a room with a double bed stating that it was against the fire code. I told the front desk that the representative had told me that we would have access to a rollaway, and she said that we could absolutely not have a rollaway because of the fire code.

On Tuesday morning, March 13, I called Hotwire to complain about the bait and switch (lie) tactics employed by Eli of Hotwire. I told Shanna that I was told by Eli that we could have a rollaway in the room and that we needed accommodations for five people. I told Shanna that Eli guaranteed me that the rollaway would be accessible in the hotel. Shanna then told me that the only way she could fix the accommodation was to re-book the room. I told her that we would need a room for the same price in Los Angeles that accommodates five people. Shanna then told me that she could not obtain a room for five people, and that we would need two rooms. I told Shanna that that was unacceptable because we could not afford two rooms. Shanna then told me that the only way to obtain a refund on the purchase price was to go through a supervisor.

Shanna transferred me to Amy, Agent 1801. I explained to Amy that Eli guaranteed that we could have a rollaway bed in the room to accommodate two adults and three children. She said that they would have to pull the call, and listen to it and that a decision would be rendered in 5-7 business days.

Did not receive a call from Hotwire. Called again on Friday, March 23rd, and spoke with Samantha. She said that it does not appear that the call has been pulled yet. I told her that it needs to be escalated. She told me she would put me through to a supervisor. Kent, Agent 1829. Kent lied and said that the sales representative did not guarantee that we would have a rollaway.