My husband and I purchased a hotel reservation through Hotwire. We have used Hotwire before and understood the process so were very cautious in selecting the area. We chose the Las Vegas Strip - South. We looked at the map provided and clicked on area "b" which then indicates "Las Vegas Strip - South. The area closest to MccCarran Airport and home to many theme hotels."
When we finalized the purchase, the hotel we received was not on the strip. They have an area described as near strip east which is where this hotel should have been located. We were devasted as it is our 25th wedding anniversary and we really wanted to be on the strip, close to all the action and excitement.
We immediately phoned Hotwire and they are absolutely unwilling to give us a refund or credit. I have tried to reach someone in authority to explain that their map is wrong and needs to be changed. I just keep getting the same answer. I have gone so far as to email the VP of engineering to request they change their map.
The hotel that we did receive is about a 10 minute walk from the strip. At Hotels.com, Hotwire's sister company, they advertise it as "near strip east". The hotel in their advertising actually indicate they are a tranquil solace away from the strip.
I have reported them to the Federal Trade Commission who agreed that is sounds like false advertising to them. I would suggest if others are in the same position that they file a complaint and then maybe something can be done at a corporate level.
Am absolutely appalled at their complete and utter lack of customer service.
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