The Travel Troubleshooter: Four stars for that resort? Says who?

Question: I recently booked a four-star hotel in Playa Del Carmen, Mexico, through Hotwire. Hotwire claims its four-star hotels are prestigious, respected properties. Not only that, but the map of the area looks as if it runs along the coast, virtually ensuring a resort near the beach.

After I made my purchase, I found out I had a room at the Hacienda Vista Real Resort & Spa, which was located far away from the beach. According to TripAdvisor.com, they have at least 85 percent bad reviews. I am traveling with my husband and a baby, and want to avoid taking taxis to get to the beach.

Initially, I tried to tell Hotwire that the hotel was neither prestigious nor well known, and that it wasn’t close to the beach. But now that I’ve read the reviews, I’m even more concerned. Hotwire sent me a form response, saying, “We reviewed the hotel’s location and verified it is within the Playa del Carmen — Playacar, Quintana Roo city area.” What should I do? — Valerie Acosta, Fullerton, Calif.

Answer: Hotwire owed you more than a form letter in response to your request to review your hotel assignment. But before I get to Hotwire’s mistake, let’s talk about your booking choice.

Did you say you booked a resort in Mexico for you and your baby through Hotwire? Seriously?
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