Except that the hotel told us that Hotwire told them that we wanted smoking. So either the hotel is lying or Hotwire got it wrong. Either way, someone is giving us bad service.
Not always, I'm a front office supervisor and I've just received a massive complaint email from a guest, apparently they booked a twin share room, paid extra for this, was promised something else, and we (hotel) didn't honour it.
There's no extra cost for twin share, and the only comment/guest request that came through was 'Non-smoking'.
I've found in my experience it's usually about 50/50, this is why I hate sites like orbitz and expedia.
Exactly. Non-smoking is not just a preference for people like me who have allergies. I'm not going to die or anything, but I will be stuffed up and have a headache and be pretty miserable. And I'll have to take my rescue inhaler a few times and probably extra antihistamine.
Yeah, it's really unfortunate, and Hotwire doesn't always make it particularly clear that the requests you make when you book with them are requests, not guarantees. The preferences get passed on to the hotel, but it's a crapshoot from there.
Tell the hotel that you'd like to be moved to a non-smoking room if one opens up. I've had hotels accommodate me like that before. We just switched rooms when a new one opened up.
Just FYI, Marriott, Westin, Sheraton, and Four Points Hotels all have a no smoking policy. So if you're traveling in the future and have one of those nearby, it might be worth a look.
I am so glad you are blaming Hotwire and not the hotel. Hotels generally only give the OTA's room types for guests to view, but most don't allow guests to guarantee themselves a type. I would certainly direct the management of the hotel to the page with the erroneous information on queen versus doubl beds. My hotel routinely checks the websites like Hotwire to make sure they aren't posting incorrect info like that. And yes if the hotel knows how they can update it themselves or they just need to call their market manager. I'm sorry your stay sucked because of that but in the future either book direct or after you book on Hotwire, call the hotel and confirm your needs. We get lots of guests with allergies and if they tell us, the room is flagged and we will triple check it for things like dust.
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There's no extra cost for twin share, and the only comment/guest request that came through was 'Non-smoking'.
I've found in my experience it's usually about 50/50, this is why I hate sites like orbitz and expedia.
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Tell the hotel that you'd like to be moved to a non-smoking room if one opens up. I've had hotels accommodate me like that before. We just switched rooms when a new one opened up.
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