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.
I've worked at my hotel for 5 years. Reservations come into our computer straight from Hotwire. I've seen the OP's problem MANY MANY TIMES. In our notes, Hotwire often writes, "Guest prefers smoking," when the guest is telling me Hotwire told them they would receive non-smoking.
Maybe your hotel did it one way, but I don't think this other hotel was lying at all,
I agree with maybenatashais, imo it's likely the hotel lying. I work as a hotel receptionist and all reservations made through sites like hotwire have to be entered manually into the system, which makes it a lot more likely that the error occurred there than on hotwire's website.
I get this, but as a hotel employee I also know that if Hotwire/Expedia/whatever has misinformation about a hotel on their site, it's almost impossible to get them to change it. I spent almost two years trying to get third party websites to remove errors about our amenities and the types of rooms we offer and never saw it changed.
(The comment has been removed)
Reply
(The comment has been removed)
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.
Reply
Maybe your hotel did it one way, but I don't think this other hotel was lying at all,
Reply
Reply
Reply
Leave a comment