He booked one thing and got another. Then he spoke up.
Sashi in San Carlos used Hotwire.com to book a stay in Honolulu – a trip that he says was extra special for his family.
Sashi says he was sure a Hotwire agent told him his room was oceanfront. But when he called the hotel directly to confirm his reservation, Sashi says he was told he had a city view.
That’s not what he wanted in Hawaii.
He complained and asked to cancel, but Hotwire said his rate didn’t allow changes or cancellations.
Sashi asked us to step in. And we did.
At first, Hotwire stood firm. But it later reviewed a recording Sashi made of the conversation he had and reversed course.
Hotwire issued a statement to NBC Bay Area Responds.
"In this instance, our agent misspoke, saying this was an oceanfront room,” the company said. “And we apologize for that error.”
Hotwire canceled Sashi’s reservation and refunded $1,843.78 in charges.
Sashi said he made a new reservation with a different travel provider.
One sidebar about recording phone calls: The Federal Communications Commission says “many state laws may prohibit this practice.”