Hotwire email (Rennaisance airport)

[MiaSRN62]

Just got home from work and I have this email from Hotwire. Not sure what I should do ? We're due to check into the airport Radisson on July 27. Here's the email from Hotwire :

We are contacting you about your upcoming stay at Renaissance Orlando Airport Hotel, Hotwire Itinerary Number **********.

We periodically review our representation of our hotel partners' star rating. After doing so for this hotel, we have decided to adjust the star rating to 3 stars. While we are confident in the quality of all our hotel partners, the new rating more accurately reflects the service level, accommodations and facilities of this property.

As such, we would like to offer you the option of either canceling the reservation for a full refund, or keeping the reservation and receiving $25 HotDollars for each night of your stay. Your HotDollars can be used to book any flight, car rental, hotel reservation or package on the Hotwire Web site. Each one is equivalent to one U.S. dollar in value and is available for one year from the date of issuance. Should you choose to cancel, we would be happy to assist you in rebooking to be certain that you are accommodated during your trip. Please respond with your decision by emailing Hotwire at support@hotwire.com or by calling 1-866-HOTWIRE (468-9473). Please do not reply to this email address as your email will not be received.

Please accept our apologies for any inconvenience this may cause you. Our customers are very important to us, and we would like to ensure that you are provided with the best possible experience.

If you have already contacted Hotwire Customer Care regarding your reservation and the star rating adjustment, please disregard this message.

Sincerely,

Hotwire Customer Care

What do you think I should do ? Cancel ? Do you think they might (perhaps ?) help me secure a discounted rate at the Hyatt or am I delusional ?
I needed something close by to the airport with a free shuttle. When I bid on Hotwire and won Radisson, I was secretly wishing for the Hyatt. Has anyone else ever gotten an email like this from Hotwire ?
Thanks.

 

[CarolA]

I have stayed at this hotel and I thought it was fine. What was your rate? It does not appear Hotwire is offering to move you so you would have to see what the rates are for 7/27 on Hotwire now. If your rate is better then the current 4 or 3 stars then keep it.... (I would probably keep it either way since I have stayed here and had no issues and don't know who I would get next LOL!)

 

[MiaSRN62]

Hi Carol,
THanks very much for the reply. I thought maybe they would help to move us by this statement :

Should you choose to cancel, we would be happy to assist you in rebooking to be certain that you are accommodated during your trip. Please respond with your decision by emailing Hotwire

I was just curious what they would do ? It was a 3.5 star when I placed the bid. I got it for $59 plus tax. I just wondered how Hotwire would try to accomodate me with rebooking ?
Thanks again Carol, for the vote of confidence on this hotel. I think it's nice that Hotwire did notify me to give me a head's up and is offering to help. I'm just not sure what their idea of rebooking would be.

 

[MiaSRN62]

Oh....meant to add.......does anyone know what other 3.5 stars are in the Hotwire system in regards to those close to the airport (now that the Radisson is out of this category).
Thanks

 

[MiaSRN62]

I just corrected the subject line of my OP. I had stated it was the Radisson. It was a "duh" moment for me. I bid and won a night at the Rennaisance.

I just got off the phone with Hotwire because I had received an email from them stating they could help rebook me due to the drop in star rating of the Rennaisance. Well....they couldn't give me another 3.5 star rated hotel. This ticks me off. If I bid and paid for a 3.5 star, then why not put me in another 3.5 star or don't offer to help me rebook ? They offered me a 2, 2.5 and a 3 star. Now why would I rebook if I already had the Rennaisance which was a 3 star ????

So I took the $25 Hotwire dollars into my account. But I doubt I'll ever use them again. This was my first time using HW and I get disappointed to hear the rating dropped less than 5 days prior to arrival.

Oh well..........

 

[kilee]

I think if you were happy w/ the hotel when you got it, I'd just keep it at a lower rate or w/ the refund.

 

[MiaSRN62]

Hi Kilee,

The only reason I bid was because I had the opportunity of getting a 3.5 star resort. This is what I wanted. I most likely would not have bid on anything rated lower. The refund in "Hotwire money" means nothing to me because I don't plan to use them again. Not happy with their service. I paid for a 3.5 star and I'm getting a 3 star.

If I had known there were no 3.5 star resorts available, I would not have bid at all, I would have preferred to just keep the money and apply it towards a stay at a disney resort. So Hotwire got me to bid and pay for a product that they cannot deliver. I had specific criteria when I bid. That is not what I am getting. I would have been happy if they could have :

1) given me the $25 discount free and clear ---taken off my credit card (not Hotwire money which I will never use)

or :
2) found another 3.5 star resort near the airport that fit my criteria.

They did neither. So I was happy only when I was getting a 3.5 star for the amount I paid.........not happy having paid that amount for a 3 star.

I know many here and on other boards who like HW....but I can honestly say my first (and last) experience with them has not been a positive one. I find it kind of sneaky to take someone's money for a product they cannot deliver. They couldn't even tell me specifically why this resort dropped a notch. And they lay this on me at less than a week out.

 

[pmiranda]

Oh I don't know, it's the same hotel it was a week ago. Just because Hotwire changed the way it rated it, doesn't change the hotel. BTW, what's the difference between a 3 star and a 3.5 star hotel? I don't think they are being sneaky at all. They emailed you to tell you after changing the rating (the fact they even bother to re-evaluate hotels is positive).

I would have been happy if they could have :

1) given me the $25 discount free and clear ---taken off my credit card (not Hotwire money which I will never use)
or :
2) found another 3.5 star resort near the airport that fit my criteria.

They offered to refund your money, which they usually never do, and even offered compensation to you, if you keep your reservation. I don't think giving $25 a night off your rate and making the hotel only $34.99 a night is reasonable to expect. Being so close to your travel date, the're 3.5 star hotels that fit your criteria may already be fully booked.

Besides, I usually take these ratings FWTW, because I've had great experiences at hotels rated lower than hotels where I've had lousy experiences. When it's only half a star difference, I doubt that really even means much. I'd be happy that you got a great rate, and just enjoy yourself while you're there. No point in being upset about something you can't control, and letting it ruin your vacation. Just go and have great time.

Again, have a great vacation!

 

[Lewisc]

The hotel is currently undergoning renovations. The restaurant may be closed during your stay. My guess is a restaurant is required for a 3.5* rating and the hotel will probably be upgraded back to 3.5* after the restaurant re-opens.

edited to say If the hotel doesn't have any type of restaurant open, I find it hard to believe they won't at least offer a continental breakfast, there are restaurants in the area. I know there is a Denny's, Chilis, Bennigans, etc within 1/2 mile. You could probably ask the airport shuttle driver to drop you off (tip).

 

[DVC Grammy]

I use Hotwire for both airport car rentals and hotels, but in other cities other than Orlando, and I've been quite satisfied with the value vs. the cost of each deal.
The one unfortunate "lesson" I have learned using them is NEVER, EVER reserve less than a 3-star hotel! Anything below that rating is a gamble I'm not willing to take (again).
P.S. IMO, $59/night for a Radisson is a good deal.

 

[Darcy03231]

This happened to me one. I reserved a 4* which was downgraded to a 3.5*. I decided to keep the reservation and get the Hotwire $$ to use toward another hotel stay. We travel frequently so I knew I'd use the $$. When I arrived at the hotel I never did figure out why it was downgraded. Room and service were great! (it was a Wyndham). I used the Hotwire $$ almost a year later without any problems.

 

[MiaSRN62]

pmiranda says :BTW, what's the difference between a 3 star and a 3.5 star hotel? I don't think they are being sneaky at all. They emailed you to tell you after changing the rating

I followed a few discussion boards and it was suggested I bid on a 3.5 star because some of the 3 star were not quite as good as the assigned 3 star. I read alot on which hotels near the airport were considered 3.5 stars (via various Priceline and Hotwire boards as well as the DIS suggestions I got). I would not have bid had I known I was not going to get a 3.5 star. I specifically avoided the 3 stars. I only bid because I had the opportunity to get a 3.5 star according to HW until they changed it on me.
I just checked out of the Rennaisance on Sat morning (I'm now in the Vistana). We got a 3rd floor room on the end. The entire floor stunk like mildew (they even had fans set up and blowing in the hallway) as well as dehumidifiers. We had to cover our mouth/noses when walking through the halls. Once in the room, it was better but we could still smell it. Had a view out of our windows of dumpsters. We joked they put us on this floor and gave us this view because we were Hotwire customers. The lobby is boarded up in a few places.
I paid for a 3.5 star 3 months ago and HW notified me 5 days prior to arrival about the downgrade. I just don't see how they could have ever (even 3 months ago when I bid) considered this a 3.5 star ? I got the $25 hotwire refund money which I will never use because I will never put myself in another situation like this. I see they (HW) have sent me an email survey. Can't wait to fill that out when I get home. So u ask what the difference between a 3 and 3.5 star is ? If you could see the Rennaisance you would know. The bathroom is a blast out of the 80's (two roaches found and killed in room---might be due to the musty/mildew smell in the hallway. My dh suspects there was some sort of air conditioning malfunction). The Hawthorne Suites across the street looked very nice from what I could see. Granted, I paid $59 plus the tax for the Rennaisance. Not bad considering the website wants $180 a night for a room. I can't imagine how anyone would pay that amount for this resort. I am just glad we had only one night there.
On the positive side, I will say room service staff and food was very nice. We ordered breakfast Sat morning to the room.
I'll post pics when I get back from our vacation.