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Hotwire review: Worst experience 69

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Author of the review
6:43 pm EDT
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I recently made a flight reservation for my boss who will be traveling to Paris, France. Flights were booked last Saturday and on Tuesday, May 5, (which was only a couple of days later) I called HOTWIRE to request a change on the return flight as my bosses' meeting date was delayed for an extra day. HOTWIRE took down all our change information and told me that someone will call to confirm if our requested flight is available. Someone from HOTWIRE did call the same day, but unfortunately, I was not able to answer my cellphone because I was driving (California law). As soon as I got home, (which was about 20 minutes later), I called them back. The HOTWIRE agent said that because I did NOT answer the phone when they call, I have to make a NEW change request. I have to repeat all the information I gave earlier and of course, the agent said that I will have to wait again for them to call back to confirm if the requested change flight is available, and if we have to pay for any price differences plus $250 change fee. I have been waiting since the evening of May 5 and finally I get a call from them at 11:49 am (PDT) today. They told me that the return flight requested is available but that the price of the new flight would be $3, 975.20 plus the $250 change fee. We only paid $658.60 (return) for our original booking. I call this MODERN DAY HIGHWAY ROBBERY! When I search on HOTWIRE for the departure and returning flights that we want, it is showing only less than $800!. Why should I pay HOTWIRE almost $4, 000?

Therefore, the lesson here is if you are firm with your flight dates, Hotwire is good. However, watch out if you should need to change anything.

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The complaint has been investigated and resolved to the customer’s satisfaction.

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69 comments
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Jay lally
, US
Apr 06, 2015 12:23 pm EDT

What a joke of a company. In no way should you use this garbage organization for anythin other than perhaps something to spit on. Due to their site error, our hotel was booked in the wrong city, but it was almost the right one... Just one word was missing, high level instead of high river. After we realized this we attempted to book the right place through Hotwire so now we've paid for 2 rooms but being Easter weekend we had to act quick or stay nowhere. God forbid you try to call in and actually talk to someone who is customer service oriented and not a professional con artist. These sheep just blab on the phone for hours about how the fine print states all sales are final, nothing we can do, which is complete garbage. Instead of admitting their error they said your stuck with 2 rooms hopefully next time it will work out for you. This is a ### company and I hope they burn for the lack of what I consider logic, a business should posess.

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Scammed_by_Hotwire
, US
Jun 13, 2011 3:26 pm EDT

After 45 min of waiting for somebody from Customer Reps I finally gave up (that's probably their intention). 3 times so far. Bought airline ticket $$$ to Europe 2 months in advance and cannot book a seat. Friend of mine bought the same but via Orbitz and no problem booking/selecting a seat of course. Finally got email saying that they cannot help. There is no refund option with Hotwire. Basically take money and run from customer. NEVER again Hotwire.
For potential customers : After you buy a ticket you are on your own! No refund, nothing .

Hotwire terrible experience

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janicegiudice
Toronto, CA
Jun 13, 2011 5:10 pm EDT

Booked a 3.5 star Hotel and when hotel name was provided it was a low end 3 star hotel. Called immediately, they pointed to a small print sentence which said that any hotel can fall into multiple categories and therefore they were under no obligation. I spoke on the phone for an hour, tried to get an exchange, upgrade, etc.. totally stonewalled.

Never use this service unless you're prepared to take the risk of being absolutely ripped off and placed in a bad hotel.

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sputnik2001
, US
May 28, 2010 6:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

*run for the hills from hotwire* it is evil, pure evil!

I entered all my info, cc info then decided before I actually clicked purchase that I would first check priceline to see if I could get a better rate. Short version, priceline did have a better rate - so I exed out of hotwire, without clicking to purchase, and when I went to my email inbox I had a flight confirmation email awaiting me. Apparently if you click on "I read terms and conditions" that is actually approving charges and not the button to purchase flight.

It took me almost 2 and a half hours, 5 phone calls etc to get this charge taken off my credit card! I was livid.in 15 years of internet purchases this was my first encounter with internet fraud. And, I thought hotwire was a legitimate business. Finally the supervisor did the right thing and took it off, but I had 2 other supervisors, a few in the philippines, and 2 customer service reps refuse.

Never never never will I even so much at look at hotwire...

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Teela Gleason
Jacksonville, US
Oct 21, 2014 9:03 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Never use this company...After receiving a marketing email driven by a web search, I decided to explore options for taking advantage of "deals" they found for me. Upon doing so, I realized their date search was incorrect and adjusted for my search only to find out that during the reservation phase, their system defaulted back to the old dates. Within minutes, I called to advise what occurred and after speaking with 2 representatives was told "too bad". Perhaps "hotwire's" success is built upon preying on the consumer using manipulative tactics to book reservations with little care or concern for possible mistakes on either side...advice for hotwire...Put your customers first!

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Arnold
, US
Feb 25, 2009 9:30 am EST

I booked a hotel reservation on this website to stay in a town called Maple Grove, Mn. After I made payment, the website booked my hotel in another town, Brooklyn Center. I spoke with 3 customer service "agents" and sent an email without any resolution. The response by the telephone agents was that Brooklyn Center was "close" to Maple Grove.

This is a very misleading and unfair way to conduct business.

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Michelle Rolino
, US
Oct 13, 2009 1:02 pm EDT

I purchased a hotel booking through Hotwire and found that the hotel I was booked through had a better rate than Hotwire guarantees. I contacted them to ask them what I could do considering what I found. I was told you have only 48 hours to make a complaint to get a refund and they would not make any exceptions. I am in sales and our company never tells a customer no without any consideration especially if we are in the wrong. I spoke with 2 representatives and was not able to get a contact for anyone higher than the customer services supervisor. I emailed a complaint letting them know it has nothing to do with the money but the principal and I would never use there services and I would take an active stance at getting there name out to the public. They do not have the lowest rates and I have proof.

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zoe2daisy
Middleburg, US
Feb 04, 2010 3:47 pm EST

I booked a room in Orlando Florida for two nights, 1 adult 2 children. Hotwire put us in 1 King Size bed. My 12 year old son and 10 year old daughter don't want to sleep with each other let alone me. Hotwire would not fix the situation, but for an additional charge we could upgrade at the Hotel. HORRIBLE CUSTOMER SERVICE. I'll never use them again. They can kiss the commission goodbye on the 11 rooms for 9 nights I need in April

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Avoid and report Hotwire
VIENNA, US
Jun 15, 2011 3:05 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I booked a hotel in NYC for two adults (me and my sister) and they gave me one queen size bed with no option to change refund or cancel. Needless to mention when you book your reservation through Hotwire, Benjamin hotel treats you like second class citizens and someone who could not afford their actual price.
Also Hotwire has made an agreement with credit card companies not to cancel or dispute. Consumers ast their total mercy. Americans should avoid doing any business with this company and report them to BBB and FTC. If we step aside they will take advantage of more and more people.

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Hotwire Bait and Switch advertising
Needham Heights, US
May 29, 2015 8:18 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I booked a hotel reservation on hotwire on May 28th for a May 30th hotel stay. The price at the time was $70 (I have a screen shot). When I received the confirmation by e-mail, the price had jumped to $74, and there was an additional $20.95 in taxes and fees - suddenly my $70 reservation was costing me $94.95! I immediately called hotwire to cancel, but they "explained" that since it was a hotrate, it could not be cancelled. I explained what happened and was told to fax a copy of the screen shot showing the $70 rate and I would hear back in 7 - 10 days (my reservation was in 2 days) - not a lot of help. I called back 3 more times to speak with another supervisor, twice I was conveniently disconnected when I explained the problem, and the third time I got the same company line. I finally called American Express and contested the charge. I will never use them again.

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uphigh
Camas, US
Nov 04, 2009 3:35 am EST

Hotwire had us billed a month after they canceled our reservations (due to some undivulged dispute w/ Hotel, ) and then cashed the $1300 check we sent, and never informed us that the reservations no longer existed. We only found out 6 months later because we called the hotel to see about extending our stay. Now we are scrambling to find some sort of sanely priced accommodations for the Vancouver BC Olympics and wonder if Hotwire will ever send us our money back.

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Riddick
, US
Jun 15, 2010 12:03 pm EDT

I booked a 2 nights hotel for my New York City trip a few days ago with a 3 stars hotel for $159 per night + taxes. I called hotwire today to extend my booking for 1 more night, they told me they can not do anything for me. I know I can not do any cancellation or refund, but I did not know I can't even extend my booking. OK, I accept the fact, and try to make another reservation online again, knowing that I would not getting the same hotel. I found a 4 stars Hotel listed under New York Downtown Soho for $159 + taxes. I typed in my visa card information and agreed all the terms (of course including acknowledge the non-refundable term). After I completed everything, I did not received any confirmation. I called Hotwire about 1 hour later, the associate can see my new booking, visa card, hotel information & grading in her computer, but she told me that type of hotel is already fully booked, that's why they never sent me the confirmation. I spent 30 mins talked to the supervisor "Tonia", she kept saying sorry but...she cannot offer the same grade hotel with the same price range to me, the only offer closer would be $279 + taxes. I told her that's totally unfair, when I type in all my visa information accepting their non-refundable term, I thought it's a mutal agreement/ contract, blinding both party, why they still have a chance to get out the agreement after receiving our credit card information? The funny thing she said to me is we did not charge to your credit card yet! I think we all know the secret now- after you give them your credit card information, you can not get out of the deal BUT HOTWIRE CAN GET OUT THE DEAL AT THEIR WILL.

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GoHabs
Herdon, US
Mar 18, 2011 7:52 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

HotWire makes a point of being a completely inflexible with regards to their policies. Don't use this company ever. I had booked a room that showed $241.50 as the price for two nights. Once you find out the hotel you're staying in, you get the beautiful information that its a resort with a $30/day fee attached to it. So really you pay $301.50, which is higher than some other comparable rooms on sites like Priceline that WILL give you a refund.
And in case you're wondering this is a subsidiary of Expedia. You will get the same terrible treatment with expedia.com and hotels.com. Protect your money. Use Priceline or Orbitz.

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kal patel
Lancaster, US
Jul 09, 2015 12:55 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have booked car on 06/20/15 to be picked up from chicago o'hare intl airport.Hotwire Itinerary: [protected]. But my flight (spirit) was cancelled. So I called hotwire and they cancelled my reservation and gave me credit for $82.32. And promised me that I can use it towards the next booking. Fortunately I got ticket for another flight(sothwest) on same day. So I called hotwire and booked car again Hotwire Itinerary: [protected] and asked agent to use my previous credit of $82.35.Agent agreed to that and said he will use that credit.But I ended up paying full amount of$250 for my new rental and agent didnt use that credit towards my new booking.So hotwire retained that $82.35.I called them on monday on 06/22/15 as I wanted that $82.32 to be credited back to my credit card.I took 2 hours and 46 minutes to get agent on phone and he said they dont refund money.I requested him to talk to supervisior and he didnt transfer me to one after 30 minutes of request.He noted my complain and told me that it will take 10 days to resolve the issue. So I called them on 07/03/15 which was 10th business day. I talk to agent(Mitchell) again after 1 hours and 45 minutes hold and she told that they still havent made any decision, I argued and insisted to talk to supervisor and finally after 1 hour hold I did talk to supervisor(Lindsay) and she told that its only 10th business day and they dont count the day when complaint was made so I have to wait till monday (07/06/15). I agreed. I didnt hear anything back so I called them today (07/09/15) and still they saying they going to give me one more reference no as they havent made a decision.
This is rediculous reason. They cant refund my own money after spending 7 hours over phone with them and they thake 2 hours almost to transfer to supervisor.

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HotLiar is exposed 2
Stockton, US
Jul 19, 2010 11:05 am EDT

Hotiwre's (I found out it is known as HotLiar with people who do travel for a living) rating system is internal and not considered acurate to the industry's standard. You can get the same or better price at any other travel site, and know where you are staying, or what you are renting, flying, etc, before they take your money.

If you see a HotLire star rating, take at least 1/2 point away from ther B.S. rating. If you do this and compare prices on other sites, you will see HotLiars prices are the same or higher 99% of the time.

I was taking a class in college and for a paper in our business practice and ethics class, decided to test the HotLiar site as a personal reference. I paid $1.00 more for the same room that all other site had listed. HotLiar clamied it to be a 2.5 star room, in fact all other sites including the hotel's own webiste had it listed a a 2.00 star place.

I have since made my report to others in my class and all others in my contact list. HotLiar has the right as a business to do what they do, and I imagine they have a deal or two for someone... just no one I was able to come in contact with.

Remember, take off AT LEAST 1/2 star rating from their site before comparing prices.

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azcal
Calgary, CA
Nov 26, 2011 1:29 am EST

I booked a hotel room through Hotwire for $55.55/night. As soon as I paid for it (and it became nonrefundable) I was told that I had to pay a $25/night "Resort Fee". So my nightly room rate is actually 45% higher than what Hotwire posted. How sleazy! Since I now knew the name of the hotel I called them and I could have got the room for $69.99/night including the Resort Fee. So not only is Hotwire a scam because they hide fees, they are also do not have the cheapest rates

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Mysterywhteboy
Carolina Beach, US
May 16, 2010 11:55 am EDT

Hotwire cost me $700 due to an oversight on their behalf! Do not use them they will not reimburse you for anything even if it is their fault!

On dec. 8th 2017 hotwire sent me an email regarding a cancellation of the first in my connecting return flights home from barcelona to madrid. The original flight from barcelona to madrid on aireuropa at 7:00am was now cancelled. So on dec. 9th I called hotwire after receiving the email from them and spoke to their customer service rep who did some checking and informed me that the new time was now going to be 9:10am from barcelona to madrid. He then sent an updated email to me showing me my old itinerary and the newly updated itinerary with the 9:10am flight. I asked him will hotwire notify me of any other changes/cancellations to my flights and he told me yes, and to just check my email for any other change notifications.

I checked for changes up until the night before the departing flight home (Feb 27) and never received anything. So still thinking the departing flight was at 9:10am I arrived to the barcelona airport to my check-in gate at 7:30am for the 9:10 flight (Plenty of time, 15 years of flying and I have never missed a flight). Aireuropa then informed me that the 9:10 flight had been changed back to 7:00am and they had no other flights to madrid that would get me there in time for my connecting flight from madrid - philadelphia. Apparently aireuropa changed the flight back to the 7:00am flight in late december and aireuropa told me all travel agencies were notified.in order to make the remaining connecting flights I was forced to purchase 2 tickets from iberia airlines @ 220 euro each ($700 approx).

I have explained to hotwire the above situation, talked to clark howard on the radio, and sent letters to hotwire's marketing executives to get an answer. My letters are always returned and their customer service refuses to give me any money back.

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luvasia2much
Seattle, US
Feb 11, 2012 7:01 am EST

After booking a 3 star rated hotel on Hotwire, I was looking forward to my trip along with my daughter to Portland, OR from Seattle, WA. Prior to my departing Seattle, I checked my email to discover an email from the insurance company that Hotwire is contracted with that covers cancellations for unforseen reasons isn't allowed in the state of Washington. When I called Hotwire to discuss this fact, they seemed dumfounded or at least acted like they were unaware of this fact. I asked that my credit card be adjusted for the $8 that I was charged. In addition, I asked Hotwire that in the case that something happened to prevent me from making the trip to Portland would I be allowed to cancel my reservation without penalty. They said, "No." This should have been an omen of other things to come. After arriving in Portland and checking in, I took my daughter to dinner along with other team members. After returning, everyone was looking forward to going to to the pool and jacuzzi to relax. After going to the room, everyone discovered that the pool and jacuzzi weren't available as the whole pool area was under rennovation. After I returned to my hotel room, I called Hotwire to ask them if there was anything they could do to compensate us for the lack of amenities (no pool or jacuzzi). The Hotwire representative stated that there wasn't anything they could do or offer me. I explained to them that they gave this hotel a 3-star rating at the time I booked it. The Hotwire rep stated that according to the contract that Hotwire makes no guarantee of the availability of amenties as stated in the contract.

The sad thing about this is that I don't remember reading this in the contract until after they took my credit card information and they displayed this verbage in the receipt. In addition, after checking the street rate of the hotel where I stayed after arriving, the cost difference was only $5. For this reason and my experience in the past with Hotwire, I will NEVER use them again.

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Julie C in San Diego
Carls, US
Aug 26, 2012 1:17 pm EDT

We booked a car for "SFO" which is the airport code to fly into San Francisco. We were flying from San Diego. Hotwire booked our reservation and it looked correct but when they sent the confirmation by email our reservation said the pickup was in San Diego which is where we live, making the reservation unusable. Since more than 24 hours had passed between when I booked and when I looked at the email, Hotwire refused to change the reservation or refund the money. I have booked car rentals in San Francisco many times and am positive I did not make a mistake as I always consult my flight information to check whether the flight is going to San Francisco main airport (SFO) or nearby Oakland (OAK). I should have known better than to trust them because a few years ago Hotwire messed up my husband's hotel reservation by refusing to pay the hotel so the hotel turned around and charged my husband (he had given them a credit card number for extras). When we noticed the double charge on our credit card bill (charge from Hotwire and same charge from hotel) we called the hotel and they would not refund. We tried to get a refund from Hotwire and they refused, even though they kept the payment the hotel made to them using the money from my husband's credit card. Hotwire's Hotwire is fraudulent. DO NOT USE HOTWIRE We have trusted them twice and twice they have defrauded us.

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Rikka
Los Angeles, US
Sep 05, 2009 4:47 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Made a hotel reservation thru hotwire. Checked out a day early due to personal circumstances.
Hotwire would not refund me the one day or give me a credit for a future stay. Will never use this service again. Will book directly with the hotel. Also this was listed a 3.5 out of 4 star property. It was not. It is a regular median level hotel. Almost a residence inn. Actually the 2nd word is inn. And the rooms are small. It seems they inflated the prices and what I paid was the actual value.

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Frencis
, US
Feb 25, 2009 7:53 am EST

My wife and I are going to Florida in two weeks. We live in PA and were looking forward to going to Florida to lay out by the pool and catch some sun. After booking my hotel with Hotwire I get a hotel with an INDOOR POOL. Now this is southern Florida, Fort Myers, not the northern section. They mislead me by having the Pool icon on thier listings and now me and my wife are stuck in a room with a pool and a hot tub. They will do nothing and I am on the hunt to speak to the office of the president.

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sick of being taken advantage of!
, US
Apr 02, 2009 3:49 pm EDT

I was booking a holiday inn express in a VERY small town in Florida(Brooksville).Never dreaming there could be two. I caught the mistake a few days later and tried to just exchange hotels, both holiday inn express, same town . I was given their standard "all sales are final" speech and that It is all in there fine print. This was not a small amount. The total came to $747.40. They will not even consider a partcial
anything. They keep repeating the same "partners" agreement. I think two holiday inn express in brooksville florida, population 7600, would have "partners" that share customers.
Please be Very sure you need hotwire before you book. I really think they are theives.

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GailH
Edmonton, CA
Nov 10, 2010 8:17 pm EST

What a joke! I used Hotwire to book a room in Calgary for "up to 50% off" and Hotwire got me such a LOUSY deal...they saved my $2.00! Wow, I could have just gone to the hotel's website myself. I called Hotwire's "customer" service (that's a joke) and they explained that they only guarantee the "lowest daily rate". Right, you saved me $2.00 Hotwire. Nothing can be done. I sure won't use this website again.

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srini11
Gaithersburg, US
Feb 20, 2010 8:57 pm EST

Hi,

I have booked car from hotwire and my plans got changed and i canceled my car rental and I was expecting m funds back. I was under impression that if I canceled I dont need to pay but hotwire.com was simple taken my 77.05 $ and saying that if you cancel also dont pay you back. I was feel so bad about this hotwire.com.
can you please help me some one.

Thanks

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sharon goldstein
San Jose, US
Mar 10, 2010 10:08 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I called to change my flight on Continental. They explained all the change charges and I said fine. They then said someone from the "change" department would have to call me back. Someone did two days later and I could not get to the phone in time. They left no return number and said they would call back in 36 to 72 hours.

48 hours later - no call. I finally called Continental directly and rebooked with them.

It cost me $35 more but was worth not waiting for a callback.

Does Hotwire think its customers have nothing to do but wait around for a telephone call.

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Vdollar
Rosemary Beach, US
Nov 02, 2009 2:03 pm EST

I recently booked a combination flight/hotel to LasVegas with Hotwire. Moving through the process, I selected the flight times and hotel and was given a final total price. I submitted my credit card information, printed the confirmation information then pressed "submit". The next screen confirmed the same hotel and flight but a higher price than the previous screen...$135.00 more for the exact same information I had just been given. I contacted Hotwire who explained that the flight is in "real time" and the price could change instantly. Now really, do you think the price changed in the 30 seconds it took for me to press the submit button? It's the old "Bait and Switch". Give you one price then charge your credit card with another. I was very upset...and still am! Obsolutely nothing was done to change the price. I will never use Hotwire again. No other company I have used in the past has switched prices.

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John Cardiff
,
Jul 08, 2008 8:34 am EDT

I was billed twice for the same service of changing the date of an airline ticket. I was unable to get an answer on multiple calls. I then got an answer and was told that this would be rectified in 72 hours. Nothing happened. I called back and put on hold multiple times for about a 30 minute wait on the phone altogether. I was then told I needed to fax a credit card statement for their review before any decision would be made. I consider this very poor customer service and wouldn't recommend this company to anyone.

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Roman
, US
Feb 05, 2009 11:01 am EST

Checked Hotwire.com for ticket prices to Guatemal from LAX for two seniors. Their site said Mexican had just what we wanted, dates and times for $300 per person round trip. Called my travel buddy next day and we agreed to purchase.

Next day Hotwire told us airline had raised prices by $100 per person round trip. We foolishly believed them and booked the flights.

This was all at the end of December, 2017. Curiosity caused me to check with Mexicana Airlines (on which we were booked) and saw that their price was still at the $297 round trip per person. I asked if they had raised their price since the end of December and January 15, 2017 and they said NO.

Called Hotwire and they said rates change all the time and no refund or adjustment could be made.

THEY LIED. I CAUGHT THEM. FRAUD! RIPOFF!

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Sharon Shumate
Rockford, US
Nov 08, 2011 6:28 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Hotwire RIP-OFFS! Do not use services of Hotwire! I purchased the "insurance" in case of Emergency. Don't fall for this SCAM! does not work! I needed to use it! First I couldn't get a phone tele' # for Hotwire. The airline gave it to me. Talked with them first about the "need" for said insurance, and thats when I got Hotwire's tele #! Called Hotwire explained, blah, blah, blah So sorry! AAAGGGHHHH! Would I like to purchase another ticket? AAGGGHH NEVER Use Hotwire and DO NOT purchase an "Insurance policy" Doesn't work when needed!

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Buffalobilly
Williamsville, US
Jun 30, 2009 10:27 am EDT

Hotwire's hotel rates are not "real" What they do not tell you about, until you have booked the stay, are the "tax recapture" and other fees.

For my 4 nite stay in Washington they charged me, without telling me in advance,
92.90 in fees.

I will not use them again

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Joe Rompala
Ap, US
Jul 30, 2009 3:27 pm EDT

Hotwire sent me e-mail announcing reduced rates for the period in which I was interested. When I clicked through to the website the rates were nearly twice as high, as they had been a few hours earlier. There had been no change to the website.

About two hours later Hotwire sent me another e-mail announcing rates of $12.95 per day. I was online less than 5 minutes after the e-mail. Again, when I clicked through to the website the rates were nowhere near what the e-mail announced.

I believe Hotsire promotes rates that do not exist. I cannot believe their explanations about how then rates have changed (and their websites were revised) in less than 5 minutes.

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laurs
Louisville, US
Jun 25, 2009 12:05 pm EDT

When booking with Hotwire in the past for hotels I always received a reputable brand as promised. Recently I was booking a three star hotel in Chicago and received the South Loop Hotel. I complained to Hotwire and they would not make any changes only stating that they inspected the property yesterday and was satisfied that they are a reputable brand. I will not use there service in the future because they do not honor their gurantees when it comes to booking a branded hotel versus a non branded one.

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Milankumar
, US
Nov 03, 2012 2:24 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I purchased a flight + Rental car for Nov 1st 2017 from Nashville, TN to Chicago, IL from Hotwire. I was in NY on 29th October and due to weather conditions all the flight were canceled and I would not be able to reach Nashville on 1st November. Because I would not be able to travel on that flight I wanted to cancel or change my flight to later time. I contacted Hotwire customer service on 31st October A DAY BEFORE my scheduled flight. My flight was a Delta airline flight. Initially I was informed by Hotwire customer services that even though its a special circumstances (weather condition-NY SANDY) I won't be able to get refund from Delta and I will be charged $150 to change my reservation for later date. So, I agreed to pay $150, but after some time Hotwire customer service found that its a special circumstances and I will not be charge anything to change my reservation. I was informed at the end of this conversation that Hotwire put a request for change of reservation at later date in the system and a Hotwire agent will contact me shortly. I was happy with the service at that time. on Nov 2 a Hotwire agent contacted me that I would not get any refund or I won't be able to change the reservation date because I didn't cancel my flight with delta airways. I am so upset with this service If Hotwire customer agent told me that I also have to call delta I would did that. This is not the way to still people' money.

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HiltonHotWireHater
, US
Jun 02, 2009 12:34 am EDT
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Hotwire sucks - I b0oked three rooms for $76 at the Chicago Hilton for 2 nights only to find out they were going to charge me $43 per day, per motorcycle to park. Hotwire would not assist at all. There was no way for me to know astronomical fees would be racked up for crap like parking to make up the difference for the rooms. I can't wait to get there since I can't cancel the reservation and see what is waiting for me. First time with Hotwire last time with Hotwire. Thieves and liars is all they are. I have talked to 2 people who just repeat the same crap over and over but no customer service is available at all. Book anywhere but HOTWIRE! Crooks. There is a reason you can't see the hotel before you book it. $18 dollars a day to use a treadmill? $43 a day to park, glad I only booked 2 days and will be the hell out of Chicago. Won't go back, guess the governor spread around a little ethics while in office. Hilton would not help and would not refund Hotwire was the story to I got from HW. Work with legitmate companies and research your hotels before. If you can't don't fork over the money.

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rccstl
St. Louis, US
May 26, 2010 6:04 am EDT
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After trying to talk to Hotwire 3 times about this, nothing was done so this is the email I sent them...
I understand that companies have polices and guidelines, but with what I dealt with today, I believe its time to review your policy when it comes to cancellations or trip changes. I made reservations through HotWire for a trip to Chicago July 5-7 to see the group U2 at Soldier Field. Because the lead singer Bono had to have emergency back surgery, the entire North American Tour which was to open in Salt Lake City June 3 has been postponed. I have no reason now to make my trip to Chicago. When I tried to cancel my reservation, I was told that because of your policy a refund would not be possible. When I suggested if I could change the name on the reservation so the trip would not be wasted, I was told that would not be possible. Your people made no effort what so ever to help me. THAT IS TOTALLY STUPID!
I had no control of what was going on with the band and feel that I should be given the chance to cancel my reservation and given a full refund. After positing what happened to me on U2.com, others posted back how they had no trouble getting a refund from their hotel. It's time for HotWire to learn what good customer service is and try going the extra mile to keep customers using there site. I however will never again use HotWire. Your nothing but a common thief who allow people to use your site for trips and don't give them a chance to cancel or change should something come up especially in this case since I had no control over it. Basically all your company does is steal people's money. I have no idea how many people used your company to reserve hotels for this tour and now you have made when hell of a profit from us. Hope you are all very happy about the service you provide. I'm sorry you don't provide a service do you other than the service of screwing others.

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peary perry
Houston, US
Jan 02, 2011 8:43 pm EST

Booked a 3 1/2 star hotel in Sugar land Texas...Hotwire gives us a old Embassy Suites (now a Crowne Plaza) about 10 miles away...this place is musty, old, in need of many, many repairs...food is bad and very expensive...$25 for a below average breakfast buffet ...called Hotwire to complain and got nothing from them...they said they never looked at the properties ...just looked at what others rated the property...says to me that they did not send anyone out to see if this place is a dump or not...will stick with Priceline...

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Angry With Hotwire
Phoenix, US
Jun 08, 2011 5:38 am EDT

Hotwire would not cancel a 2 min reservation I work for the company in which It popped up to me told the rep that I needed to change the dates she stated to me that you agreed to all sales final I may be out of $69 but I work under the vp of the company so we will see how long hotwire last booking car rentals with us. People what ever you do, DO NOT book anything with hotwire call the company direct that way you dont have to give your info for a car rental! Enterprise, Ace, Alamo, Avis, Hertz.

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Marco Agudelo
Omaha, US
Aug 15, 2010 11:43 am EDT

We booked a double bed room for two nights through hotwire.com for our party of 4. When checking in, the hotel informed us that they were overbooked and didn't have any two beds room available, as it was late 2:00 am in the morning we accepted an extra rolling bed to spend the first night. Next day we tried to get the two beds room and got they were still unable to provide one, so we decided to check-out since we were not sleeping comfortable in this hotel. When we called hotwire the informed us that we were not receiving a refund for the night that we didn't use because a:) we should be calling them when we arrived to the hotel and found the issue with the two beds not available so they could help us and b:) the hotel didn't document this issue, the most they could do for us is to do a credit for $25 for the "next" time we use the hotwire. My recommendation for all of you: DO NOT USE THIS JOKERS, they won't stand for "their customers" they will such your money and that is it.

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BettLB
, US
Aug 17, 2009 1:06 pm EDT

Girlfriend and I booked a hotel using Hotwire.com for a huge concert in Chicago. Day later we find out the concert is moved up a date because of Aerosmith cancelling their tour. We asked for a refund on our hotel since it was on the wrong Date and they told us we give no REFUND!? This is a piece of ### business that rips the customers off like no other. So now we have to pay for a hotel that were not even going to use. Hotwire needs to be taken down.

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Fmeenine
, US
Oct 04, 2009 2:30 pm EDT

I just arrived in san diego to attend my daughters college graduation from ucsd. I booked a room at the st. James hotel. Ramada hotwire called this a 3 ½ star hotel. That’s a real joke. They should be embarrasssed. Doesn’t anyone go out and look at these ratings. I don’t mind older well maintained hotels, but this one doesn’t even have a newer elevator. Getting in the elevator with my suitcase was even hard. The elevator is about 6 foot long and 3 feet wide and has a metal gate that you have to hold open while you try and wrestle with your bag and then shut thoroughly. That’s a real joke. The stairs were no better, two people could not walk up the stairs together. I get in after traveling from jfk to san diego and it’s now 2:00 a. M est (Okay only 11:00 p. M pt.) my daughters are with me. I booked a room with 2 beds, only one bed available and then I go and look at the room. Three of us couldn't even stand in the room. (Room 818) this was a 10 x 10 room with a bathroom that was 3 feet wide by 8 foot long. Three of us couldn't even stand in the room. While two of us were in the room, my other daughter had to stand out in the hallway, from the entrance door to the bed was less then 4 feet. From the end of the bed to the bathroom is 2-3 feet. And lets give you the bathroom the sink is at one end and the shower at the other with a door entrance in-between. If you leave the bathroom door open, you don’t know there’s a shower there. (Btw, thanks to cells phones, I took pictures) there were noisy parties going on in the rooms on both sides of me. Heard from the valet that this is a party hotel frequented by the marines. Btw, parking is $10.00 if you park in the lot next door, but if the hotel parks you in the same lot it's $20.00. I had no place to even put my suitcase in the room (Couldn't even lie it down and open it up). I’ve had master bedroom closets bigger then this room. I guess they expected me to share a bed with my adult children. The hotel staff don't care. They tell you that it’s each persons preference in hotels. Why not, they use hotwire as a way to shake down their guests traveling to san diego they had no other room (According to them). I wound up leaving and going to my other daughters condo. Now the kids got to sleep on the couch and i’m out $352.00 dollars. I had booked for two nights and I didn’t even stay for one. They also make you sign a waiver before you even check in saying that you are aware that this is in a party district and it could be noisy. I expected noise from the street not from the guestrooms with all night parties. When they handed me the note, I asked if I could cancel my reservation then, and they told me since I had booked through hotwire, they wouldn't refund me anything. Hotwire setting me up in a hotel that should be down on their list as a 1 star. I trusted their ratings, and this should not be rated the way it is. So here's to three strikes and an out.. Didn't get the room I booked, wound up in a closet with a queen bed, wound up with noisy parties on both sides of me. Wound up not even staying in the hotel and out $352.00.

And no one answers the phone at hotwire so they'll be no satisfaction there either. This is only the second time i've been in ca but this will keep me away longer.