Hotwire’s earns a 4.0-star rating from 1904 reviews, showing that the majority of travelers are very satisfied with booking experience.
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Mixed Experiences with Hotwire: Proceed with Caution
If you're considering booking with Hotwire, it's essential to proceed with caution based on the mixed experiences shared by customers. While some users have reported positive interactions with customer service, others have faced significant challenges. Issues such as incorrect bookings, lack of refunds, and misleading hotel descriptions have left customers frustrated. It's crucial to carefully review all details before making a reservation with Hotwire to avoid potential disappointments. While some customers have had satisfactory experiences, the overall feedback suggests a need for improved transparency and consistency in service delivery.
Love, love, love them!
Hotwire is my go to whenever I want to take my family away. Their secret deals have been out of this world. I have never been 1 to travel. Since discovering Hotwire during summer, that is all my family and I do. I just booked for weekend of New Year's and was amazed at how cheap the rates were. I love Hotwire. I 've saved so much money thanks to them. I just recently came back from trip I booked through them. Their choices in hotels have been perfect. I have no complaints.
Many great experiences!
Every time I book with Hotwire, my expectations are exceeded. Usually I get WAY more than I pay for. I just had another fantastic experience where I payed about a third of the price of the actual cost of my room and I was blown away. I got a huge suite with its own entryway, an amazing king sized bed and huge windows covering two walls at an amazing hotel and I paid the price for a motel 6! This is the third time that I have gotten a great room at a great hotel for a fraction of the price. Hotwire is my go-to booking website.
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Pros
- Deeply discounted travel deals
- User-friendly booking interface
- Comprehensive travel package options
- Last-minute offers available
- Strong network of hotel partners
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Cons
- Opaque booking details - Risk of unknown variables.
- Non-refundable reservations - No flexibility for changes.
- Limited customer service - Potential for poor support.
- Competitive market pressure - Intense rivalry affects deals.
1st timer GREAT
I have always used Priceline but I could not get the fight I wanted I needed to used two airplanes going out on Untied and return on Delta when check in Untied said how would you like a direct flight on Delta sure who want to send 4 hours in O'hare before I even got to Delta ticket counter hotwire email me about the change in plans and I like that they knew before Delta knew and Delta knew nothing about it Thank United for messing up and check me in on my return flight when I am not at that airport yet I will used Hotwire again but may stay away from United flights
Quick, Hassle Free Refund with Kind Assistance
We had booked a hotel through HotWire, but the hotel was not clean; therefore, we decided not to stay there. We called HotWire to complain about the cleanliness of the room and requested a refund as we refused to stay there. The customer service representative was so kind, helpful, and understanding. They understood our concern, empathized with us, gave us a refund, and filed a complaint about the hotel, Red Roof Inn in Jacksonville, Florida. In addition, we have been booking hotels through Hotwire for several years now, and we have always been satisfied with the hotels and the prices. Thank you HotWire support team.
Owned by expedia and have cheaper prices
Owned by expedia and have cheaper prices - If you are looking on expedia and find a hotel, but you want it cheaper, then just check out this site. You can pretty much figure out what "random" hotel you will be assigned by looking to see what is available on expedia. It is usually about 10% less than what you see on expedia. The star rankings are not the same, so that is not the best way to figure it out. By looking at what amenities are offered, that is the best way to figure out what hotel you are getting from hotwire. The worst part about hotwire is that you are given no choice on if you get 2 double beds or one king bed. But you can always ask nicely when you get to the hotel.
Amazing!
My fianc? and I have annual passes to Universal Studios, Florida. We live decently close, about a five hour drive on a straight stretch with stops, so we go pretty often. For a while we would drive out every weekend.
We have no difficulty budgeting food and gas money and even spending money, but it seems that just about every time we planned short for the hotel. Paying 150 dollars a night really adds up and dipped into our funds.
I downloaded the hot wire app while stranded at an IHOP at 3 am, and within five minutes we had a booked hotel 3 miles from our current location: only 100 dollars for the next three nights. The deals are amazing and the website and app are both fast and ridulously easy to use. I recommend using your location as soon as you log on, you'll be amazed at how quickly you can book a hotel just about anywhere based on the amount you can afford.
Good option for hotel
I have booked a hotel in Niagara fall with Hotwire. Here are some positive points I found:
1. It was a real deal (not a scam).
2. The website and the phone App are easy to use, fast. They also sent me notifications and reminders which are nice.
3. Accept many different types of payments including PayPal.
4. They often have promotions code on the App, so you can absolutely make the booking even cheaper.
5. Customer service is great. You can just chat with them through the App.
6. Although it does not reveal the hotel name, it does give a hint by saying " Last guest get hotel XXX" and I noticed that it was always correct.
- Negative points:
1. The currency was not based on the hotel's location. We have to set the currency, otherwise, it will be in USD.
2. I had problems using code for the App sometimes.
3. The price is not much cheaper and not always cheaper. So use it as an alternative source to compare with other sites.
I have used Hotwire 7 or 8 times for hotel rooms in
I have used Hotwire 7 or 8 times for hotel rooms in 5 different states. I planned many of the stops for our honeymoon through Hotwire. I have never experienced any sort of problem with lower quality rooms than I expected or prices higher than what I could have got elsewhere. I was honestly surprised how many people on SiteJabber have had a negative experience. In fact, a few times after booking through Hotwire.com and finding out where I was now staying, I looked for a better price for that same room. I haven't found one yet.
On time my wife was stranded with some friends in Chicago after a plane was delayed. She called me up and had me look up a place to stay close to the airport (before we had smartphones). With just a confirmation code they were able to check in a few minutes later.
I haven't used them for flights, car rentals, or cruises. Given my past experience using Hotwire I wouldn't hesitate at all. My only complaint would be they didn't accept me into their affiliate program so I could get a kickback when I tell my friends about my experience. I guess my blog won't cut it for them. :) Oh well, I still let friends and family know I've had nothing but good experiences after using Hotwire multiple times. As with anything, do your research beforehand; I'm just one opinion.
Got on the app, used a coupon within its eligibility and validity
Got on the app, used a coupon within its eligibility and validity. Coupon got applied to my total and the final price showed for me to pay. Provided my credit card. Got a confirmation, showing a higher price - the price without a coupon. Opened a chat with customer service IMMEDIATELY (within 2 minutes) and was offered "hot dollars added to my account" which is something bogus that not only expires but cannot be used in conjunction with a coupon. My other "option" was for them to call the hotel and ask that my reservation is cancelled ("but it's up to the hotel if they will honor that" I was told) as Hotwire CANNOT ADJUST THE PRICE once the hotel is booked and confirmed, which had already happened. In 2 minutes? I have NEVER EVER had this happen to me. You see a price, you provide payment, and end up paying a higher price. I will avoid using them in the future and warn others. This is ***.
I was not allowed to check-in to my return flight at 10:30 flight leaving 11;40AM
I was not allowed to check-in to my return flight at 10:30 flight leaving 11;40AM. Instead they in advance for international flight.It is suggested you arrive 90 minutes ahead at British Airways and TSA.I had no other option but to pay for a new return flight but through another travel agency of course because I did not have 1500$ in my pocket!I asked HOTWIRE to give me an explanation of why I could not board the flight home I had already purchased.They would not do this,but why? I got compensation for 89$ out of the $900 I paid for a return home flight. The simply made up the rule three hours ahead of time and enforced it!Just like me you will have no other option. These British people are nothing more than white collared criminals and are good at what they do? I would not recommend HOTWIRE for flight at all and don't mind their advertised low price. I was lucky that I even made it back to my home alive!
I reserved a hot rate care on the website
I reserved a hot rate care on the website. I had a credit from a previous reservation that I could use for the hot rate car. When I booked the car I was not charged for the car so I called customer service and told them that I reserved a hot rate car and that It would not let me use my credit. The agent said that they can not see that i had a hot rate car and that it was showing up as a standard rate car on their end. I then asked if I could send them and email showing them that my itinerary showed that I reserved a hot rate car and the agent then started getting rude so I asked for a supervisor. When the supervisor got on the phone she literally repeated the same thing that the agent was said, like it was scripted. I politely said that I can send whatever they need so that they can see what is on my end of my itinerary and that they have to honor it because it was booked as a hot rate car and it was not my fault that their system is messed up. Then the only response from the supervisor was I can not help you and we should end this call. I have rented plenty of cars from the and this is the first time that customer service was so rude that I do not ever want to rent a car from them again.
DO NOT USE HOTWIRE AND PURCHASE THEIR FAKE TRAVEL INSURANCE WHICH YOU'LL HAVE TO JUMP THROUGH RINGS OF FIRE TO GET YOUR
DO NOT USE HOTWIRE AND PURCHASE THEIR FAKE TRAVEL INSURANCE WHICH YOU'LL HAVE TO JUMP THROUGH RINGS OF FIRE TO GET YOUR MONEY BACK! Even then you won't get [censored].. I regret not reading the BBB COMMENTS PRIOR TO BUYING MY TICKETS.
Used Hotwire for the first and last time
Used Hotwire for the first and last time. Rented a car in Portland Maine and when we got there to pick it up they said I rented it in Portland Oregon. The car rental company spoke to Hotwire at that time stating they'd be willing to fix the issue.Hotwire wanted none of that, their representative asked me why I don't just go pick the car up. Told her that is hard since I'm 2500 miles away. The short of the story is I had two 750 dollar car rentals and on top of that they rented the car that I was forced to keep rented and rented the damn thing out since I wasn't there to pick it up. Will never use them again.
A Mix of Experiences: Unveiling the Truth About Hotwire
Dear Travel Enthusiasts, as you embark on your journey to find the best deals for your next adventure, let me share a mix of experiences that travelers have had with Hotwire. Some have praised the platform for providing great deals and swift issue resolution, while others have faced challenges such as double bookings, unexpected fees, and difficulties in obtaining refunds. It's like a box of chocolates - you never know what you're going to get. So, if you're willing to take a chance for a bargain, Hotwire might just surprise you with a hidden gem. Remember, every journey is an adventure in itself. Happy travels!
I tried to cancel my trip and my experience by far has been the WORST
I tried to cancel my trip and my experience by far has been the WORST. I booked the hotel in 2/29 for my trip to California from 7/3 to 7/8 the hotel rate deals advertised as 3.5-star hotels guaranteed hotels, but after it was booked it showed a 2.5 star hotels instead. When the COVID-19 hit, I called Hotwire.*** on May 27th to cancelled my trip since CA is in lockdowns. I was told to request online to cancelled my reservation. About a week later I got an email stating my request is was not approved by the hotel. On 6/9 I called the hotel directly and spoke to *** to ask why my reservation was denied. He informed me that they would do a FULL REFUND due to COVID-19, but they NEVER RECEIVED the request from Hotwire.***. I told *** that I have requested this from Hotwire.*** on 5/27. On June 15, I called Hotwire again for my refund and was told they are NOT ALLOWED to refund, but only issue a credit minus a fee $60. I said let me think about it. Once I called back to get the credit I was told that it's too late for me to get the credit refund and they cannot do anything else to help. The customer service NEVER once mention there's a deadline to call if I wanted the credit refund. I just found out today when speaking w/*** ID#*** that they were NOT to tell the customers when the deadline would be. My trip was for $521. If I can give zero stars I would. I WILL NEVER USE HOTWIRE.*** AGAIN!
I cannot believe how similar my experience was with the others I have read. I booked a car through Hotwire.com for a 5 day trip. I picked up the car at *** airport. I had a reservation that indicated how much the rental would be to pay at the car rental desk (Payless). The car rental over-charged me. In addition, the car stunk so horribly of cigarette smoke - and it was a fairly new car (low mileage). I had to wear a mask to drive it. I tried resolving it with Payless first, but they ghosted me. So I went back to Hotwire.com and they said they couldn't help me or give me a refund since I didn't pay Hotwire, I made the payment to Payless. I tried to resolve this issue for 6 weeks! Finally Hotwire tried to make a claim that there was a link on my reservation that stated there might be other charges when picking up a car at the airport. Since the pick up location WAS the airport, why not include that in the total due instead of hiding it somewhere in a link that I never found. I booked through Hotwire because they had the lowest quoted rate, and instead I had to pay more (ironically not "pay less"). The lack of customer service at *** after my experience with the car rental is deplorable. I will NEVER book with them again and I plan on telling EVERYONE never to book with them. What a SCAM.
Deceptive website with fine print indicating no refund for a reservation. Website designed to divert your attention from this fact. Unlike every other booking site, this one does not offer anything in case of emergencies, mistakes, or errors, even it the issue is discovered seconds after the final click. It asks for payment info and holds you to that commitment even before you are able to find out what you are buying.
User Beware 3 months ago I booked and paid for a vacation hotel in full, through Hotwire. When I arrived to the hotel Hampton Inn, in *** I was in formed that Hotwire didnt pay nor informed them that I had prepaid. I should them documentation and bank statement. The manager stated that I must pay again, plus an additional ***. Hotwire or should I say ***, an International supervisor, was unwilling to give me my money back until after the reservation had ended. Then, I would have submit receipts and other documentation, even though he spoke with the hotel supervisor and the information was validated. They did offer me another hotel that was an hour away. This would have worked if I hadnt just paid over *** dollars in drive fare, not that *** cared. This company completely ruined my vacation. If you book, I would go with the pay when you arrive option. It will cost more, but you wont have the headache or get hit with any unexpected cost when you arrived. Needless to say, I wont be using this third party company anymore.
Hotwire is the worst my racist company Ive EVER DONE BUSINESS WITH EMPLOYEE *** knew of the companies racism towards me and did nothing about it. I asked her to speak with someone else, she withheld that ability and said I can call again in 12 hrs. They didnt even give me any additional options. Literally the worst customer service ever! Company does not support real life circumstances. And the agents condemn racism Will never do business with them again
I booked hotel stays for the end of July before the pandemic In February to Vancouver, LA, San Francisco, and Las Vegas
I booked hotel stays for the end of July before the pandemic In February to Vancouver, LA, San Francisco, and Las Vegas. The Hotwire stay totaled almost $1300. Hotwire refuse to give me my money back or even a credit. My Vancouver stay which I didn’t book with Hotwire was also non refundable but because of COVID I received a full refund. In California establishments are closed and even if I was crazy enough to vacation with my family now in California restaurants, bars, the zoo, theme parks everything is closed. A lot of places are lock down but there’s no stay at home order. So hotels are open and I was told that technically they are still available for my stays. I don’t want to come to California to stay in a hotel room and do takeout. I can do that at home for free. As a matter of fact, I can do more in Florida where I live than in California because unfortunately almost everything here in Florida is still open. I guess this is how Hotwire and these hotels want to do business. Keep people’s money in these hard times for service that was not provided. This pandemic is an unprecedented situation that Hotwire could’ve handled better. I’ve used Hotwire for many years but I will never again give any of my money to Hotwire or the hotels that kept my money. In the past I’ve probably spent more than ten times the $1300 they’re stealing from me but I guess they need it more than I do. So I hope it was worth it.
If I could give no stars I would. Hotwire suposedly has a price match guarantee. When I got to the hotel, I found out there were cheaper prices posted online and that the hotel itself had cheaper prices. I called Hotwire and told them, and instead of matching the hotel price, which was a huge difference in price, they called the hotel manager and yelled at her for disclosing the hotel price to me. Then they got back on the phone with me and told me there was nothing they could do to price match the hotel because the hotel shouldn't have disclosed the price to me. What's the point of a price match guarantee if you refuse to honor it. They are crooked, don't stand behind their word, and all around very rude. I asked to escalate this to a manager, and the manager got on the phone and told me the hotel was essentially lying and not giving me the real price and there was nothing he could do about it. Bogus, unfair, and do not stand by their word and their own terms. I do not recommend Hotwire to anyone!
I booked a hotel in *** on 8/06/2022 and my stay was confirmed. We went to check in on 8/06/2022 and the hotel tells us that the hotel is full and hotwire was suppose to notify us and rebook a hotel for us. There was no hotel available nearby at all due to the moonrise festival. It was 9pm and we were stuck in *** with no hotel room and no previous notification that the hotel room we had confirmed was unavailable. Hotwire basically left us stranded and homeless for the weekend. I would not recommend hotwire to my worst enemy with the treatment they gave us.
Don't book anything with them. They take your money and don't refund it and they don't cancel your reservations when you ask. They leave it on their books and claim that they cancelled it.Also, it takes them 30 days to cancel your account (delete it permanently). Isn't that a problem here in CA?Horrible company, will never use again. Can't get away fast enough.Would appreciate someone here at the BBB take care of this.
They deserve a ZERO rating.I spent hours on the phone and couldn't get any customer service in the , kept getting re-directed to *** and their response is like a tape recorder. We were doing 2 reservations for car rentals at 2 airports (*** and ***) and the first one that got confirmed had *** for pickup but the dates and times that we will be flying into and out of ***. Somehow, the 2 reservations got mixed up. I was told by the hotwire manager in *** that:1) There is no US based customer service or support. I sure hope for a business like Hotwire where most of its business is based in the US, that they do provide domestic support so if anyone knows how to get someone from the US, please post 2) They can't fix or change anything on the reservation. I called the car rental company and they said that they don't get paid until we pick up the car so basically, Hotwire will keep our money without providing any service. I sure hope this is illegal in this country Desired outcome: Full refund fix their website to prevent such an error in the future. Provide a US-based customer service number. If they no longer have it, they should clearly post and disclose
I simply can NOT get anyone from Hotwire to help me
I simply can NOT get anyone from Hotwire to help me. I have talked to customer service multiple times who actually are the nicest of people but they say they can not help me. They told me I had to go to my bank. I went to my bank - and they said that Hotwire needs to help me for the double charged. I was charged 2 times for the SAME rental car - $1082.22. Two times we were charged. And I can get NO one actually help me. The people you talk to are NOT people that can help you. I am honestly wondering if I have to take them to Small Claims court as I can not get anyone to help me and I have all the paper work to prove I was charged double. See below! I have tried for months to do it the way hotwire has ask me to do. I honestly have never had a problem with them before and used it for years and years. But they WILL not help me on this. I have emailed and called and tried and get a one sentence below after emailing multiple times as you are not allowed to talk to the processing department personally. Dear ***,Thank you for contacting us. We are unable to process a refund for your booking.Please contact your financial institution to assist you with initiating a dispute.We apologize for any inconvenience this may cause.Sincerely,*** Hotwire Transaction Processing Codes Hotwire I have the code but won't let me put in. And can Show WHERE they charged me double! But again NO ONE will help me.
May 28,2022 I paid for my 2 hotel rooms from Hotwire. Hotel first denied my booking that night and after a 35 min wait in the under renovation lobby, they gave me 2 hotel rooms that was unsanitary & disgusting smelling. I immediately asked for a refund or to be transferred to another hotel. Hotwire denied my refund & practically tried to force me to stay somewhere I didn't want to. The *** hotel front desk spoke to the hotel manager on phone & was forced to answer saying that they have no other options available right now and a full refund can be offered. I accepted for refund and left making an alternate booking in the middle of the night with my family at another hotel in the area. To date I have received my refund. When I approached hotwire on June 24th, they apologized for the inconvenience and offered to refund the alternative booking cost which was higher with in the next 3-5 business days. But they email me on July 2nd saying the hotel denied the refund. Upon contacting them again on July 28th, they give me the same reason that the hotel is denying them refund. I request BBB's help to get my money back from Hotwire and suggest they be penalized accordingly. Stay Dates - May 28,2022- May29,2022.
I purchase a 2 night 2 room stay at Quality Inn, in ***, *** to attend a funeral with my son and family.We were given 2 rooms that smelled of mildew, unclean and the molding around the doors were missing and the lights from outside shown through the cracks. I called Hotwire immediately, to complain, but since it was late and we traveled from ***, with small children we said we'd stay one night, but move out in the morning. The representative assured me that would be alright and said, they would reimburse me for the 2nd night for the two rooms. The next morning I handed the key cards to the manager, and she said, you paid for 2 nights why are you checking out. I said the rooms were unexceptable and we notified Hotwire. A week later Hotwire sends email saying they contacted the hotel and they said we stayed both nights, which was untrue. They gave me a $25 credit versus $362 which was promised, back to my method of payment. I've since called twice but Hotwire gives a generic reply to my issue and said, they can't call the hotel again or refund my money. I spoke to the hotel and they assured me they only charged Hotwire for 1 night for 2 rooms. They also said to have Hotwire call them to confirm, however Hotwire representative said they couldn't call them. We had to find another hotel and pay for additional night for 2 rooms. I'm extremely upset that they can get away with this. They are ripping people off, and we have no recourse. Even the manager on duty admitted the hotel is not in the best condition, but they were working on it. Hotwire would not escalate my request to speak to a supervisor. How can they get away with this. Not only that the hotel had good ratings, but it's no way they were genuine! I've used Hotwire for years and this was the worst situation. I will never use them again and make sure others know about this situation. I can proved we stayed in another hotel the next night. We were we distraught losing a family member and out a lot of $
I purchased a 1BR 1person reservation in ***.When I got to the hotel, they told me UI had a shared dorm room depsite my reservation.Hotwire refused to enforce the reservation; I was forced to pay $386 for another hotel
Hotwire hot deal is a scam. They show 2 hotels of 5 star and 1 hotel of 2 star and then assign the 2 star hotel. Last hotel I stayed, was rockin *** and my cars side view mirror was stolen. They did not help with anything and the hotel didnt have camera coverage.
I made a purchase on the Hotwire app and was overcharged due to the promo code not working
I made a purchase on the Hotwire app and was overcharged due to the promo code not working. I requested a credit for the amount of the promo code to be refunded to my credit card. I was denied multiple times by the travel specialist and her supervisor. They both offered to give me some type of Hotwire credit on my account that was only good for specific Hotwire deals. I informed both of them that this was unacceptable. I agreed to pay a certain amount and anything above or beyond that is fraudulent activity. Finally, after FIFTY THREE minutes and so many requests to "hold, please" that I can't even count, I was again told that the only option was the Hotwire credit that was mentioned. I acknowledged that the option to refund the amount of the promo code appeared to still be unavailable. Therefore, I requested that the transaction be canceled and the full charge be credited back to my credit card. Again, after another very long hold, the supervisor informed me that he would agree to cancel the entire transaction and refund my card for the total amount of purchase. While I am happy that the money will be returned to my account (hopefully), I am really disappointed at the amount of time I was forced to spend to make it happen. Also, I would have much rather utilized the actual transaction and stayed at the hotel, however, I could not do so in good conscience as I felt that Hotwire was effectively trying to steal money from their clients.
I made a hotel reservation through Hotwire and I chose this establishment because I have two dogs and needed that amenity. After I made the reservation through Hotwire, I called this establishment to confirm that they received my reservation and to also confirm that they knew I was bringing my dogs. I was told that there was an extra $28.30 charge a day which I didn't really have a problem with even though it wasn't stated in hotels policy on Hotwire. When I got there yesterday. I found out that they also wanted $100 deposit on top of the $28.30 a day. That also was not stated on Hotwires website with their policy but that's not all. Then they told me that they would also need a copy of my pets vaccination shot records. Nothing was ever said to me when I called to confirm about that nor the $100 deposit. I would have gladly brought their shot records so needless to say they would not rent me a room after driving 3 and 1/2 hours to get here. My granddaughters birthday party is today and I had to find a different alternative. Hotwire refuses to give me a refund. If I can post pictures of the conversation I had with Hotwire then I'm going to because they lied to me and said that the hotel refused to refund the money. I was sitting right out front of the hotel while I was talking to hotwire so I went in and I asked the agent at the front desk and she said that she did not refuse, she just couldn't approve it because she didn't have the authority to do that. You are not going to keep my money. Please, don't use Hot wire and it wasn't even a nice hotel anyway. I was very glad that this all transpired once I actually looked at it as I was leaving. I looked the hotel up on Better Business Bureau in *** and it has a D+ rating but yet Hotwire says it's a 3 star. I went through Hotwire not the hotel and that's why I believe Hotwire owes me a refund
We tried to book a room through hotwire. The city and state we chose was ***. We paid and finalized the purchase. When we opened our itinerary to get the address, it indicated the address to be in ***. Of course ***, *** is not in ***!We called the customer service to no avail. They admitted there was a glitch in their website but refused to refund us. We lost our money by being cheated. I guess morality is optional for them.
I simply can NOT get anyone from Hotwire to help me. I have talked to customer service multiple times who actually are the nicest of people but they say they can not help me. They told me I had to go to my bank. I went to my bank - and they said that Hotwire needs to help me for the double charged. I was charged 2 times for the SAME rental car - $1082.22. Two times we were charged. And I can get NO one actually help me. The people you talk to are NOT people that can help you. I am honestly wondering if I have to take them to Small Claims court as I can not get anyone to help me and I have all the paper work to prove I was charged double. See below! I have tried for months to do it the way hotwire has ask me to do. I honestly have never had a problem with them before and used it for years and years. But they WILL not help me on this. I have emailed and called and tried and get a one sentence below after emailing multiple times as you are not allowed to talk to the processing department personally. Dear ***,Thank you for contacting us. We are unable to process a refund for your booking.Please contact your financial institution to assist you with initiating a dispute.We apologize for any inconvenience this may cause.Sincerely,*** Hotwire Transaction Processing Codes Hotwire I have the code but won't let me put in. And can Show WHERE they charged me double! But again NO ONE will help me.
I have been dealing with an issue since July 3, 2022. Almost a month. Hotwire has multiple issues but stealing money is the last drop. We reserved through them a hotel room with a specific bed type (paid extra for that). When arriving to the Hotel, they were very kind and informed me they do not offer that bed type and cancelled the reservation with no charges. They gave me a letterhead cancellation receipt and asked me to call Hotwire to get my refund. Again, almost one month and three long-hour calls. I have talked to ***, *** and *** at Hotwire. The service provided has been zero. They focus on their non-refundable policy. THE *** HAVE CALLED HOTWIRE, SAYING THEY HAVE NOT CHARGED US AND THEY NEED TO RETURN OUR MONEY. Still, Hotwire insists the Hotel did not refund the money. We have called the hotel, and the manager there does not know what else to do. Always very kind but she says she keeps telling Hotwire they need to return that money
I made an on line hotel reservation with Hotwire
I made an on line hotel reservation with Hotwire .When making my reservation I entered *** and the web site auto filled it to ***. I did not notice the state change while finalizing the reservations . When I received my confirmation thru my email the reservations were made for the *** . The reservations were made on 10/22/2021 for the dates of 10/31/2021 thru 11/7/2021. Realizing wrong state had defaulted I call immediately to cancel. I explained the situation to the hotel and Hotwire that this issue had happened while making reservations and that the wrong state had been made . I also stated I'm in *** now and will be in this area of *** working until 1/3/2022 . I was quick to call the hotel and Hotwire after my email confirmation . I was told that it was nonrefundable . I put the charge on my discover credit card and it was disputed twice. Disputes can take up to three months to get a decision of a disputed charge with that being said this has been a drawn out process. Hotwire denied my refund. Hotwire has said their website does not auto fill . I stated why would I make reservations for OH when I'm in *** . I then stated if a human error had been made but it hadn't , it auto filled , that Hotwire and the hotel had nine days to recover from my reservation and to please refund my money. I travel and work in the medical field I have never had this to happen when a third party such as this wouldn't work with you.
Hotwire Complaints 521
I would give 0 STARS if that was an option
I would give 0 STARS if that was an option.
I am an extremely unhappy and dissatisfied customer. This was the first time that I have ever used Hotwire, and it most certainly will be the last time that I ever will use this company again. I will be warning every single family member, friend, coworker and any traveling acquaintance that I ever encounter about my experience with Hotwire and how I was treated by their support/customer service department.
I booked my hotel stay using hotwire.com. I picked the area I wanted to stay and selected the dates of my trip. I was presented with a list of "hot rate specials" and at the top of the list was a big marketing sign which read, "Winter Special" for a hotel room regularly priced at $110.00 advertised 50% off which made the room only $55.00. I thought that was a wonderful special. I will try this hotwire.com special and see how well it works. Much to my surprise after putting in all my credit card information and booking my time frame I was sent an e-mail for my hotel and I did not get a hotel with a room regularly priced at $110/night. I was selected the Rodeway Inn and Suites in Stapleton, CO. According to my time frame on the Rodeway Inn and Suites website if I had booked my reservation directly through them my hotel room would have only cost $60/night. I immediately felt scammed and felt like I fell to a gimmick of false advertising and a bait and switch operation. I sent an e-mail to voice my complaint about how this Winter Special was false information. I did not get a $110/night room for 50% off instead I got a $60 room for $5.00off not nearly as amazing as the advertised winter special. The response to my e-mail complaint was we are sorry you are not satisfied but we cannot help you through our e-mail please give us a call at this number.
So I called the customer service number and now starts the major second hotwire.com fail! The customer service dept gave me inaccurate information and told me they had an easy way to resolve this matter which was a lie. I spoke to a young man named Jeryn who gave me a case number to reference #***659. He listened to my experience and informed me that what had happened was all a mistake. He informed me that I should have been given the winter special of 50%off the room as advertised and that it was a system error when I made the purchase that the 50%off did not come off my hotel room price like it was suppose too. He apologized for the mistake and said that he would get it taken care of right a way. He informed me that I should be compensated back 50% of my hotel cost or given a credit to my account of 50% of my hotel cost to use on a future purchase. He also informed me that his system did not allow him to do this immediately. He would need to send all of this information on to the research team explaining hotwires mistake and that the research team would have me a credit or refund within 7 to 10 business days.
Now comes the 3rd giant flop of a failure from hotwire in my experience. Much to my surprise two days later I get an e-mail from the research team bluntly stating they have no idea what I am talking about and that I will receive no compensation for this giant mix-up and again to call back into the customer service number to discuss it. I did call back and spoke with a supervisor named Lea who was far from helpful. She explained that no matter what her own hotwire employee had said to me on the phone earlier that it was incorrect and would not be honored. She explained that even though the hotwire employee had said not to worry hotwire would make their wrong a right and correct this problem that there was nothing that she could do about it. She explained that the hotwire Winter Special marketing was just a mere suggestion of the cost of a room in the area and not the actual cost of a particular room. She explained that she would not be taking any steps at all to help the situation and attempt to make a customer happy or satisfied. What kind of company are you! This is the biggest load of crap and the worst treatment that I have ever received from any company EVER! That is false advertising showing a sale of $110room at 50%off for only $55.00 when in fact you are actually purchasing a $60 room for $5.00 off. Then having your customer service employee tell you over and over that it was actually a hotwire mistake that would be fixed immediately and sorry for the inconvenience followed by a complete 180 with an uninformed research team and a supervisor that lacks any skills in customer service. I honestly have never received such poor customer service from any company before. This has been my first and last time that I will ever use your website or company and I will share my horrible experience with anyone that will listen. Thank you for false advertising and no customer service!
Cheaters
How #hotwire Hotwire messed up my reservation.
Krishna Reddy Gade
07/22/2017
I am a frequent traveler and I would categorize most of my travel as work related. I want to share my recent experience with a hotwire booking that went horribly wrong. I hope this would act as a word of CAUTION to my fellow travelers while making a booking using hotwire.
I used hotwire to make a reservation for a single night (07/20), and received a reservation confirmation at Coast Gateway Hotel at SeaTac, WA. I usually book direct on Hilton or Marriott but for some reason the rates for that week (7/17 7/21) in and around Seattle Tacoma International Airport were so high that I had to find something which fits right to the travel related budget. (A huge MISTAKE which I later realized).
Anyways diving into details, here is my reservation confirmation
Screenshot 1
Another screenshot of Print of the itinerary
So, on 7/20 after watching the Mariners Yankees game at Safeco and a quick bite after the game, I along with a colleague from work arrived at Coast Gateway Hotel at around 1 AM. I showed my reservation confirmation to the lady at the front desk; she enters information into her computer and says that she did not find the reservation. That was a SHOCK!
I call hotwire on the number ***026 with loudspeaker ON so that the lady at the reception can also hear, and provided my reservation details to an automated computer system which verified the information and confirmed that it is valid.
Here is screenshot of the call log for 2 min at 1:22 AM.
Screenshot -2
I turn to the lady and see her checking on her computer again and a few minutes later she tells me that she still did not find the reservation. I get a little ANXIOUS now.
She gave me a hotwire phone number ***981 which I think was a direct number to a customer service representative. I dial the number and this time of course a hotwire customer service representative lady answers the call. I provide my reservation details and she double confirms that the reservation is valid. I tell her that I was at the hotel and that they were unable to find my reservation. She said that she is going to put me on hold and that she is going to call Coast Gateway Hotel to know what the problem was. More WAITING.
The two ladies talk on phone and since I am standing at the reception desk I can hear the lady at the reception tell the hotwire lady on the phone that she could not find the reservation and hangs up. The hotwire lady comes back on my phone and says that the reservation is valid but Coast Gateway Hotel was not able to find the reservation. Well that is what I called you for, remember?
It seemed to me that the hotwire lady on the phone was equally shocked and did not know how to handle the situation. It looks like she discovered herself that there was a problem which she could not address so she hung up on me abruptly. This is not just POOR customer service but also MISTREATING your customer!
Not knowing how I got into this situation I now try find a sofa to sit in the lobby of Coast Gateway Hotel with my two bags and my colleague struggling not to sleep and sleep at the same time.
My attempt to get a customer service representative second time failed and I got stuck with the automated computer voice service for 2 more minutes. I cut the call and dialed again hoping to get some representative on phone and I was able to get one this time a gentleman answered the phone.
Here is a screenshot of my call logs to the phone number ***981 three calls from 1:26 AM to 1:40 AM.
Screenshot 4
The gentleman goes through the details, calls up Coast Gateway and finds out that they messed up my reservation and offers me a wonderful option a refund! He also gave me a suggestion that I go and find some room at a nearby hotel, wow great Idea! I thanked him for his suggestion and did not agree to his offer of a refund. I felt HOPELESS and HELPLESS at this point; I wanted to give a last shot and explained my situation to him in simple terms.
I had made a reservation and received a confirmation. I arrive at the hotel and I am told that the reservation is not found. What should I do now?
He repeated that he cannot help me and that the offer of refund still is available for me. I humbly rejected the offer and thanked him for assisting me and also thanked the lady at the reception, woke up my colleague and told him we better head to the airport.
Time to check for hotwire policies; I checked the policies on hotwire website but did not find one that suits my case viz., What to do when you get kicked out from a hotel lobby denying you a room with a valid reservation policy?
Now, is ***@coasthotels Coast Gateway Hotels mistake? I dont know. Clearly they did not have my reservation. Did they purge my reservation because I arrived late and then sold it for a premium to some other person? Well, I dont know how would I? In that case the lady at the reception should tell me that they had an over booking that night and that they could not accommodate me and then help with alternate accommodation. Shouldnt she? I dont know and that is clearly not what happened to me.
Finally, my two cents - if you want your hotel experience to be not something that is in CAPs BOLD of my experience detailed above please think twice/thrice before you book with hotwire and dont book with them.
We have a family event in CA the day after Thanksgiving
We have a family event in CA the day after Thanksgiving. To be able travel with my family of five, I planned ahead and used Hotwire, as I have for many years (and have referred dozens of people), to ensure an affordable car rental. Unfortunately, the trip in its entirety became too expensive, and I had to change our plans, shorten our trip and eliminate one leg. In the past I have accepted the hot rate no refund policy, and eaten the cost. This time, however, I cannot actually afford to make another rental reservation (as I planned to do through Hotwire) unless they allow a refund for the original reservation. A company rep on their chat service told me that any changes and cancellations must go through the rental agency, not Hotwire, and they need to authorize a cancellation. I called NU car rental and they very kindly told me that while they could not accommodate the change in my schedule, they are happy to just cancel and that I should let Hotwire know that. I texted with the rep and they said they had to call. They would not do 3 way calling, and instead told me that when they called, NU would not authorize it. I called, again, was told, again, they are fine with it. Then I called Hotwire, wasted 40 minutes getting to a supervisor, ***, who then wasted another hour with me. During that time he first refused to call NU, then said he couldn't get through. I called NU a third time, I spoke with the same woman the text agent claimed would not authorize it. While on with *** on speaker, the NU agent, also on speaker, tried to tell Hotwire that NU doesn't have the authority to "authorize" it because they haven't been paid. They said if I don't use the car they will not even bill Hotwire. *** said he could not hear her, said he tried a few more times to call NU but could not get through. He said he would escalate the matter. Then Hotwire emailed me and said NU would not authorize it, case closed. They are keeping my money (this can't be how they profit!).
The complaint has been investigated and resolved to the customer’s satisfaction.
On Feb.20th 2023 I made a rental car reservation through Hotwire to pick up a car at ACE rent a car at ***, in ***. My reservation and payment went through to Hotwire, in which the payment was taken the same day. I then contacted ACE in *** directly to confirm my reservation; to my surprise *** explained to me that they did not have a car for me. I asked when they would have a car, expecting that I would receive a car that same day. The representative at ACE explained that they would not have a car that day. They simply did not have a car for me to rent. They apologized . I was enraged and in disbelief. I then proceeded to call my bank because Hotwire had already taken my money. I then had to spend extra money-$541.88 out of my savings in order to rent a car from another car rental place Enterprise, because ACE through Hotwire didnt have a car. I called Hotwire the same day in which I was told they would refund. To my surprise they still took the money. I called the bank the next day Feb 21, to dispute the charge. I was given a provisional credit as they investigated the claim. To my surprise the bank denied my claim because it stated there was no error done. Hotwire took *** and didnt even have a car available.I ended up spending more money plus over draft fee due to the $*** + $35.00 being taken out. Again I called Hotwire and nobody answered.I called the bank again and nothing could be done because the payment had posted. I am requesting a refund of *** the total they took from my account with out providing any services and the over draft fee that was charged to my account for them taking payment-$35.00. Also for them to be honest and upfront with their costumers when services are not available. This has cause nothing strife and grief. AMOUNT EXPLANATION: $225.98 The email address used is *** Reservation or Contract Number: HNV13914637
On 17 April 2023, I searched hotwire.com for car rentals. The price for the rental said $24/day, $173 total, including taxes and fees. Upon clicking "continue" the price jumps to $67/day and $378 total. This is a bait and switch scam. After talking to "***" over the customer service chat feature, she claims that this is inventory not keeping up on the website, and then goes on to say that inventory and pricing is "real-time." I searched again for a car and the price advertised remains the same, until trying to book the car at which point it jumps up again.
I received an email from Hotwire/Expedia Travel Team who stated that I have a two flight credit that needs to be booked by 19th April 2023. It was as a result of flights booked and then covid had them cancelled. I have tried numerous times with Hotwire and Expedia to rebook these flights as the date will expire on 19th April 2023. I am kept on the phone for 1.5 hours for 3 maybe 4 occasions and then they say West Jet policy says we can rebook them. They I get cut off or they say they need to double check the details and will call back. They never do. The flights are worth $353 U.S. x 2 and I want my money back if they are refusing to rebook them. I have forwarded a copy of the email at least three times to three different departments, yet it still cannot be resolved. Please help me.
I was trying to book a rental car through the Hotwire website the price that was listed was $24.00 a day for a total of $141.00 taxes and fees were included. I went to book the car, and the daily price had changed to $32.33 a day and with the total came to $185.04 with taxes and fees. I tried several cars with the same $24.00 a day price (total $141.00) and found the same changes on the next page (reservation page). This is classic false advertising/misleading the customer/fraud, take your pick. I called customer service even spoke to the supervisor they all said the same thing it takes a while for the prices to update as they keep changing. So, I waited a while and went back on the website - *** it was still doing the same thing. This company should know better and certainly has the software that prohibits this from happening. There are laws about offering a price and then taking it away. I have tried to call the corporate office, but they don't answer their phone or have any way of leaving a message to get a call back. This shows me they are aware of their deceitful ways and choose to keep cheating consumers. This company needs to be reported to the local AG or federal agencies who oversee this kind of false and misleading and downright criminal behavior and hold Hotwire accountable. The supervisor didn't even know where the corporate office was located in the US...go figure.
Is Hotwire Legit?
Hotwire earns a trustworthiness rating of 91%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Hotwire. The company provides a physical address, 8 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Hotwire has received 11 positive reviews on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.
The age of Hotwire's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.
Hotwire.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Hotwire.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
According to our analysis, Hotwire appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.
We looked up Hotwire and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
However ComplaintsBoard has detected that:
- While Hotwire has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 19% of 521 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
- We conducted a search on social media and found several negative reviews related to Hotwire. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
I bought two airline tickets to go to ******* July 30th-August 10th, 2020 for $1100.00
I bought two airline tickets to go to *** July 30th-August 10th, 2020 for $1100.00. We were all set to go, until the pandemic started and we realized it meant we could not travel- especially not overseas. I called Hotwire to see about getting my money back. After several hours on hold and several calls to the company, I was told I would receive a refund BUT it would take several months (around 6) until I saw it. I was a little thrown off by the amount of time I had to wait, but I was happy that I would be getting my money back so I thanked them and hung up. Fast forward 8 months, I still had not received my money. I called Hotwire again to inquire and I was told that I would have to contact Icelandair as Hotwire could not help me with the issue. Already extremely frustrated, I called Icelandair. When I talked to the customer service rep from Icelandair, I was told that since it was already past the travel date they could not help me and that I would have to go through Hotwire. My frustrated level grew. It seemed to me that I was getting the run around, and I was so frustrated I could not call Hotwire again and sit on hold one more time or I would lose it. So, I waited. Fast forward a few more months. I just called Hotwire 11/11 and I was on hold for 1 hour and then I was hung up on. So, I call back. This time I explained the issue again and was told that instead of being put on hold he would just work in silence. So I wait another hour. He tells me he is looking up the concern and speaking to his supervisor as he saw where I was issued and approved for a refund but it was somehow (?) cancelled so it never went through. He comes back to say that I will have to call Icelandair as there is nothing Hotwire can do for me. I explained to him that I had already been through that process and they told me I would have to contact Hotwire. He simply said "is there anything else you need help with today?". I feel angry and abused. I believe that I deserve my money back.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am writing to express my utmost dissatisfaction and frustration with a recent booking experience through your mobile app. As a loyal customer, I expected a seamless and fair transaction, which, unfortunately, was not the case. I demand immediate action to rectify this issue and request a full refund or the proper application of my HotDollars to the transaction.I booked a HotRate stay in *** (June 2-3, 2023) with the following details: Confirmation# *** and Itinerary# ***. During the booking process, I intended to utilize my HotDollars for payment. However, due to a lack of published policy on your website regarding the usage of HotDollars, your app incorrectly charged the full amount to my *** card instead. This is utterly unacceptable.Furthermore, when I reached out to your customer service via chat to resolve the issue, I was informed that they could not cancel the reservation with the hotel. I find this response to be completely inadequate and unhelpful, considering the error occurred on your platform and not on my part.Given the absence of a published policy on your website to document the usage of HotDollars and the clear error made by your app, I demand that you either cancel the reservation and issue a full refund to my *** card, or apply the appropriate amount of HotDollars to the transaction and refund the difference to my *** card.It is deeply disconcerting to experience such a lack of transparency and efficiency from a company I have trusted for my travel needs. I have always chosen Hotwire for its competitive rates and user-friendly interface, but this incident has seriously damaged my confidence in your services.I expect a prompt and satisfactory resolution to this matter. Should I not receive a timely and appropriate response, I will be forced to escalate the issue further, including filing a chargeback on my
I just rented a car through Hotwire for $206.68 for four days, through Hertz at ***. I was told in the Hotwire listing that I would be getting an Economy car Kia *** or similar. What I actually got was a *** Spark, which I was told by *** is considering Economy, but a Kia *** is Compact, and would be an additional $15/day. When I spoke to a Hotwire representative, the only options they offered were to refund/cancel my reservation (thus requiring me to start the entire rental process over again, after already waiting over an hour to get the car in the first place) or $25 in credit. I was not given an appropriate resolution to what was a blatant falsification on the part of Hotwire, and was treated with absolute disrespect by the representatives at both Hertz and Hotwire.
Email: *** Itinerary # *** Here is an excerpt from my letter to Hotwire, to which they never responded:At the time of reservation, there was no mentioning of the fact that, by Mexican law, every car must have a third party insurance. I bought the insurance offered on your web site for $72.00 and thought (as your message said) I was covered. Upon arrival to ***, we went to Mex car rental office to find out we were not covered at all. The $72 payment was only for liability insurance, which was not enough to rent a car. They forced us to buy a third party car insurance for extra $171.00 and we could not opt out it was mandatory and our choice was either to pay or to walk out. Since the charge was too excessive for us, we tried to cancel the car rental and we were told it was possible, but no refund could be issued. (See the included screen shot of our reservation, which says Can be cancelled with 100% refund right up to your pick up time). So we had no choice but pay the extra amount. Our 5 day rental for an economy car turned out to be as follows: car rental - $42.95, collision damage $72.00 (paid at the time of reservation). Plus $81.01 and $171.10 for additional insurance, making it $367.06 total (this is outrageous! Instead of $114.95). Somebody runs a scam hereUpon our complaint, the liability payment of $72.00 was refunded by RENTALCARS.COM The remaining balance of the price difference is $180.11, which we expect you to cover. It will be fair. I am including the rental paperwork, my credit card screenshot, and my reservation screenshot.
On Sept.2nd 22 I was looking at hotel rooms in *** as I'm taking the Rocky *** train from there to *** for my daughters 21st birthday.As I was searching for a Hotrate from hotwire popped up, once in a lifetime $3000.00 room at the *** for 90% off book now before it's gone.I jumped on it, paid the almost $400 for the room, I let my daughter know how proud I was to reserve such a room for her at such a bargain.For the next few months I tried to contact the *** but they had no record of the reservation, so I contacted Hotwire for the third time for more information as the booking number and reservation had no record at the hotel.They informed me that it was a 3rd party booking so the Fairmont won't have the information until April 2023, so I patiently waited, then contacted the hotel only to find out I was booked into a standard room for $300.00.This is not only disappointing but I feel bamboozled and tricked, like I was mislead or lured into buying an inflated priced hotel room for profit.Hotwire refuses to change my booking or refund my money because it was stated in the agreement, that is how they get you, if I had just gone to the hotel it would have been to late to do anything, so I contacted them, *** is not at fault, Hotwire is being deceitful by over inflating the room types and prices to lure guests into thinking they got a great deal when they did not.They refuse to refund or change my room type.
I selected a rental car from Hotwire.com that marketed the service as an on-site car rental at the *****************
I selected a rental car from Hotwire.com that marketed the service as an on-site car rental at the ***. Before booking I checked the address and the hours to ensure that my booking was an onsite car rental mainly because my return flight leaves at 750am and I knew I needed to return the car early and grab the shuttle to the airport. After booking with Hotwire.com the car through Economy Rent a Car confirmation email from Hotwire stated the car rental was on-site at the airport and the hours were 5am-11:59pm. Upon arriving in ***, not only was the car rental location not on-site at the airport but the hours were incorrect. I can no longer return the car in the morning of my departure because the off-site car rental location does not have an after hours drop off location. Economy Rent a Car told me that they have tried for 2 years since they have had new owernship to get Hotwire to change the online information. Hotwire continues to sell a product that does not exist. I would not have booked this car rental had I known the correct location and hour information. Hotwire refuses to change my booking to return the car the day before because they say only Economy can change it. Economy says that because I booked my car through a third party vendor only the third party vendor can change or alter my booking. While my car rental sale was final, Hotwire did not provide the product that it sold me so I want a refund for the car rental or at minimum a billing adjustment since I have to return the car a day early and have additional cost associated with dropping the car rental off and getting an alternative ride to the airport. I feel that Hotwire has a responsibility to customers to ensure accurate information about bookings are available. And if they sold me a fraudulent product, the Hotwire is in breech of their service and I would like to cancel my rental. But neither Economy or Hotwire will cancel the booking, they just point the finger at the other.
The complaint has been investigated and resolved to the customer’s satisfaction.
I booked a room on March 31st at *** airport ***. The reservation was made through hotwire.com. when I arrived at the hotel they informed me that they are in the process of switching to executive inn. This meant they had NO ACCESS to my reservation. They told me to call hotwire and the have hotwire call the hotel and verify so I could get a refund. After that was done I attempted to change hotels but nothing was available. At the end of the conversation I was informed that the lady I was talking to couldn't even issue my refund. Now my account is closed my money is gone and I can't even find out who I speak to to sort this out. They stole from me and I don't have a clue what to do. Also I am in *** for work I'm not from here. So I had a little bit of money that night and spent it on that room. I had to Sleep in the truck and shower at the truck stop. This is so messed up.
I reserved and pre-paid for a rental car with Hotwire and subsequently had to change my flight to arrive a day earlier. I paid *** and neither Hotwire nor Dollar rental can change and let me pay for the car the day before. I could cancel and rebook but I will lose my original ***. This is an unethical policy and I feel that they are stealing my money. I would like a refund for the money I already paid.
I booked a ***. When you book a *** the website will not reveal the hotel name till the booking is complete. The website promised that "Youre guaranteed to stay at one of these regional or national chains:" and listed Hyatt, Sheraton, Embassy Suites or Hilton. But once I completed the booking I was given Sonesta ES Suites, which is not part of the above 4 chains. And not in the same class.This is a classic bait and switch scheme.
I booked a reservation in January for a trip in March to LAX. I purchased a prepaid rental car service through hotwire for a Mid-SUV for 277 dollars. Upon arrival, I was told that was unavailable, and was given an economy car. When I arrived home, the rental car company separately charged me *** for the rental car.Contacted hotwire through their website and provided all documents. They said it would take some time to reach out to car company and they would email me back. No response received.Contacted hotwire through text message. His name was ***. I went through the same process of submitting documents again. They said they promised to respond within 5 days of taking on the case. No response.Contacted same hotwire representative, and he wanted me to go through the same process again, but this time he wanted to make a new case number. Hotwire Case #: *** Today I had enough and filed a full dispute with my credit card company.
I have booked ***************************** for Nov 7 to 11, 2022 (Itinerary:**********)
I have booked *** for Nov 7 to 11, 2022 (Itinerary:***). On Nov 8 night (around 11pm) me and my wife both got bitten by *** and my wife found fleas on the towels provided by the hotel. I have photos to proof if needed. I immediately contacted Hotwire via chat. The customer representative took a long time before she confirmed she would rebook another hotel AND full refund Nov 8 - 11. She asked me to leave the hotel IMMDIATELY as the refund has been issued and I cannot stay in that hotel because of the refund. I asked her to confirm multiple times that if I check out now she has booked the other hotel for us to go! as it was 1am in the morning while I was still chatting with her. And she CONFIRMED that I can go check in AS SOON AS I HAVE CHECKED OUT FROM THIS HOTEL. I was super worried as it was middle of the night and we had nowhere to stay with our luggage. But we listened to her and went to the hotel that she rebooked. We pushed out luggage and walked 45 minutes and arrived the other hotel she has booked, ***. The gentleman (who sat at an old desk with t-shirt) who works there told us there is no booking for us. We then realized the booking she made was for the next day! It was 3am, he then kicked us out and knocked the front door, as he said there is no guess checking in for tonight and he needs to sleep. Me and my wife was freezing and anxious as it's 3am in ***, somewhere we are not familiar, we ended up sitting on the side walk of the street all night until the morning. I chatted with Hotwire again, another representative said the previous night was NOT even a FULL refund since the hotel refused to refund 100%! We were NOT aware of that as we were told it's a full refund before we confirmed to check out.Then we had hard time looking for hotel since it's last minute. We did not have option but booked the only available hotel for $500 a night!. There are more to complaint but no more characters remaining!
The complaint has been investigated and resolved to the customer’s satisfaction.
I booked a rental vehicle through Hotwire.com on 3/28/23. The rental was for August 13th 2023 to August 20th 2023. I didn't realize it was non refundable and that information did not appear until I paid for the rental and printed the confirmation. I contacted Hotwire today 3/30/2023 via text and was advised that the reservation could not be modified or canceled. I explained I have a family emergency and only booked rental 2 days ago. I explained to them the seriousness of the family emergency (my mother was diagnosed with Stage 4 lung cancer and only giving 8 months to 1 year to live). The response was sorry but you can't cancel due the deal purchaseed and hope you can make it to your destination. I explained I would not be able to make the trip and didn't understand since I'm giving them almost 5 mo ths notice. The response then was I sorry for whst you are going through but feel free to call us 2 weeks before reservation and if family still exist they would see whst options may be available. The rental dor for a vehicle through Dollar rental. I called Dollar rental and they had no issues canceling the reservation I placed through Hotwire but Hotwire said they have no way to track that and again refused.
The date of the transaction was on 3/09/2023. The reservation number was HNV13988834. The business committed to provide us a rental car reservation. The services were never rendered to us and the policy limiting our reservation was not clearly stated on their website and the car was never provided to us. In addition Hotwire had no means of filtering an appropriate car service for our needs. We needed the reservation for an out of state trip to *** from *** for a funeral, however they provided *** with a rental agency that did not allow out of state trips to local residents. The business has not tried to resolve the problem. We are asking for a refund of the total fees of $239.55.
I booked a 5 star hotel with Hotwire Hot Rating deals and received the worst experience in my life and was not given what was advertised. I was provided West All Suites *** for a total of $534 U.S dollars. The hotel room was dirty, absolutely dirty and not to the standard that was advertised. Every surface of the walls were dirty. The bathroom was probably the worst and the smell throughout the hotel is nauseating. We had a young child with us and Hotwire customer support expressed that I check-out of the hotel, at midnight, when I expressed concern. Unacceptable especially traveling with a young child. How do you want me to leave at midnight and not guarantee me a refund. There is one vending machine that uses an app but does not accept numbers from another country. We had nothing to provide our child as nothing was available at night. I have stayed in hotels that were 3 stars and did not obtain this type of experience. Absolutely horrible. They refused to help and provided a credit of $75 dollars. I would like to make sure people are not tricked by Hotwire and made to pay for something they do not receive. I want Hotwire to explain how they can get away with this.
I have booked a room by using Hotwire website (itinerary number is ***) for one family member but the confirmation went through with my name.I have reached out to the customer service to explain the situation and if they can help me changing the name on the reservation. We agreed that they will connect with the hotel as a first step to check if the name could be changed without any penalties and promised to connect with me for a follow up.Three days later, I called the hotel to check if the name change is made and I was surprised to hear that Hotwire decided to cancel the reservation. At that point I reached out again to the customer service who confirmed the cancellation, and informed me that they charge me cancellation fees because the hotel didn't answer their call.I tried for more than one hour to resolve the issue by asking them to rebook in the same hotel and the same date without paying an extra, but I was surprised that they ask me to pay more than 100$ extra for that purpose.I am asking for a full refund of the amount perceived when booking the hotel (336$), or that Hotwire books again for the same hotel at the same date without paying any extra amount
I booked a Hot Rate for a hotel room that was listed as a 3.5 star hotel room
I booked a Hot Rate for a hotel room that was listed as a 3.5 star hotel room. They have listed (as examples) hotels in the 3.5 star category as Crowne Plaza, Renaissance, etc. *** we received was actually a Motel that was being used as a weekly/monthly motel apartment rental for construction workers. Definitely NOT a safe hotel with the amenities advertised. I tried to log in to the Hotwire app but the app and website were down on Friday night. My 15 year old daughter and I spent the one night in the motel afraid to leave the room because workmen were loitering in the parking lot of the motel smoking pot in the parking lot. Left the motel the next day and did not spend a second night. Instead, went to another hotel and paid for a room. When I contacted Hotwire to complain I was told that they could not provide me with a refund. When I said that this was clearly NOT anywhere near a 3.5 star hotel room (as advertised) they said that it was up to the hotel whether or not they wanted to issue a refund. This hotel is dangerous. Definitely NOT SAFE. What I paid and the dates are:Hotwire confirmation *** Hotwire itinerary *** Booking date September 10, 2022 Check-in Fri, Oct 07 - 02:00pm Check-out Sun, Oct 09 - 11:00am Room 1 room (2 queen *** | 3 adults + Add room Nights 2 nights + Add night(s)Primary guest *** (Must be present upon check-in)Email *** Amenities Free parking, Free internet, Smoke-free rooms, Internet access, Kitchenette, Air conditioning, Enhanced Cleaning - Yes, Guest Safety - Yes, Disinfectant Used - Yes, Social Distancing - Yes, Staff Protective Clothes - Yes, Shield in Main Areas - Yes, Common Surface Disinfect - Yes, Linens High Temp - Yes Accessibility Accessible for visually impaired, In-room accessibility, Wheelchair accessible, Accessible parking Price summary Room $132.00 ($66.00 per night x 2 nights x 1 *** $30.22 Trip total (USD) $162.22 Trip total per night (USD) $81.11
The complaint has been investigated and resolved to the customer’s satisfaction.
I rented a ***** Malibu from this location from 5/12-5/16, 2022
I rented a *** Malibu from this location from 5/12-5/16, 2022. Upon arrival to pick up car, the service employee who was taking care of me asked for my credit or debit card. Thinking she was needing to confirm my identity or the card used to reserve the rental, I handed it over. All of a sudden, I get a text alert from my bank stating they denied a charge of $300 from National Rent a Car... the employee attempted to run my card without stating why or that she was even trying to run it, period. Come to find out, this location requires a $300 deposit in addition to the $450 I had already paid for the car. I was also not aware of this, as when you are booking online, it states you can use a debit card as long as you can prove round trip travel...which I had. So within seconds, not only did I have to pay $300 deposit(which was my spending money for my entire trip , but because I wasn't prepared to do so, the money wasn't in my acct when she silently attempted to charge it) I was also hit with overdraft fee from my bank. This entire experience essentially ruined the trip I have spent 6 months planning and saving for. Once I was in my vehicle, I started my drive north, and realized the usb port in the car did not work. I was in a new state, supposed to be driving north into the mountains to camp, and now had no way to charge my phone, therefore no way to navigate. Simply put, my experience with National Rent A Car was not only terrible, but unacceptable. Since coming home May 16th I have sent 5 different emails to their customer service *** in regards to this, and after 4 emails full of typos and no reference numbers, I was told my "account reflects that the District Manager had already contacted me". This has never happened in any capacity. As a consumer I just feel insulted. I would like to respectfully request an immediate refund of the rental rate of $470.00 as I don't feel it is right to charge a customer full price for a service that wasn't provided correctly.
The complaint has been investigated and resolved to the customer’s satisfaction.
On 8-13-22 my fiance and I booked a hotel room in *********, ** via hotwire.com for [protected]
On 8-13-22 my fiance and I booked a hotel room in ***, *** via hotwire.com for [protected]. The room was booked under his name using my debit card because we were planning on arriving in *** together. However, something came up on his end that would cause him to arrive the following day. I initially contacted Hot Wire on 8-30-22 to explain the situation and ask that my name be added to the reservation so that I could check into the hotel in his abscence (I have done this with Hotwire in the past when me and my travel companion arrived at different times). I was informed that the person at the hotel who handles these request was not availble. On ***, I reached back out to Hotwire with the same request and was told that the request was faxed over to *** at the hotel. Upon my arrival at the hotel, I was told that they did not have any record of the request that was sent over, in fact that the hotel only accepts emailed request not faxed. However, the hotel was able to accept an email with the request from Hotwire that night to allow me to check in. I contacted Hotwire with this information both via telephone and their chat system to which I got varrying responses. However, ultimately the "department that would handle my particular issue was not availble at the time and I would have to contact them again the next day during a certain time" and that "they are unable to send emails only fax". Hotwire did offer to provide me with store credit minus a $20 cancellation fee. However, I do not think that is fair for many reasons. 1). I was not trying to cancel the reservation, I provided them with enough heads up on the situation prior to my arrival to avoid this outcome. 2). It seems as if Hotwire completely dropped the ball in this case and instead of accepting accountability they provide different reasons as to why things were happening the way they were. 3). The intial solution offered did not provide me with comprable reservations as prices were thenhigher
The complaint has been investigated and resolved to the customer’s satisfaction.
I made a reservation with Hotwire on 11-10-21 for a trip that was to take place on ***********
I made a reservation with Hotwire on 11-10-21 for a trip that was to take place on ***. On the morning of 11-19(around 9am), I proceeded to the car rental company to pick up my car. I gave the gentleman behind the counter the reservation number I received in the email. He looks in his computer and told me I needed to call HotWire because it was showing in his system as the reservation was cancelled. I was totally shocked because I know I had not cancelled and the money was taken out of my account already. After being on hold for 20 minutes, I get a live person on the call. He proceeds to ask me reservation number, iteanrry number, my email address and phone number, and he could find anything in his system for any of them. After another 20 minutes of back in forth, I requested a supervisor because it made zero sense for them to take money from me but then not find my information. He asked that I hold on for 5 minutes and comes back to tell me to call a different number. I call the number and is greeted with a message that says "this phone number does not accept phone calls, I would have to text to get help". At this point my frustration is through the roof because I needed to be out of state by a certain time and my window to leave was quickly closing. I text and have to wait another 15 min for someone to respond. He tells me that reservation to should be there and would call car rental. After another 45 minutes, he tells me he couldn't get in touch with anyone. I could not wait any longer to leave, so I had to book another reservation on site. I inform him this was their fault and I wanted a refund for the rental. I get an email the following day saying the found the reservation and couldn't refund me. That does me no good you found a day later. The email they send also didn't have a return address so I couldn't contact anyone. Boils down to either the wrong reservation number was given or their communication with car place flawed. $420 is owed back to me.
The complaint has been investigated and resolved to the customer’s satisfaction.
05/30/22 I used Hotwire to book a hotel based on my current location
05/30/22 I used Hotwire to book a hotel based on my current location. It pulled up Hot Rate deals. On of them was in my current location of ***, ***. It said book this hotel for $95/night and you are guaranteed a hotel within this shaded green area. So I checked all the hotel options in the appropriate price range in that shaded green area and they all fit our travel needs. I felt confident we could use the Hot Rate deal so I selected it. When I got the confirmation, it had changed our booking area to *** with a whole selection of hotels that were different. This was clearly false advertising and an inability to meet their own guarantee. The hotel was not one that met our needs so I contacted Hotwire. I asked to rebook in the appropriate area. They said they could only do this if the hotel agreed. After 38min on hold, they somehow failed to reach the hotel. How would I have even checked in if there was no one at the front desk? Clearly this howl wouldnt work for us. We were tired, it was after 11pm at night and we had been driving and doing tourist things all night and instead were forced to sit in the car to wait on a resolution that never came. They never apologized o acknowledged their apps mistake. They agreed to give me Hotwire dollars, which I said would be fine if I could use them to rebook and hope the app didnt s*** up again, or if they could apply them directly to make sure. But they still wanted me to lose my money for their mistake, as said they would keep $20 of it. I said I would only pay a fee if they credited my card back so I no longer had to try to use or trust Hotwire with such inefficiencies in their product and *** My refund should not have been dependent on the hotel anyways when it was their product that made the switch. No supervisor was available at that time, so I was unable to get resolution while on the trip. After, I contacted the supervisor *** She still failed to resolve the matter.
The complaint has been investigated and resolved to the customer’s satisfaction.
I had a hotel stay in Metairie Louisiana from March 19th- March 21st for a funeral that we were to attend
I had a hotel stay in Metairie Louisiana from March 19th- March 21st for a funeral that we were to attend. We initially called to cancel because we were to be on a Carnival Cruise arriving back on March 16th and we were to be quarantined for two weeks and unable to participate in this hotel stay. (Since then we were denied at port due to the fact that I myself am an ER nurse and have taken care of a suspected COVID 19 patient and Carnival was not willing to allow me to travel for this reason which is still a reason we unfortunately could not travel out of state for. Either way we were unable to keep this reservation. Hotwire attempted to cancel this reservation in order for us to receive a full refund. Per Hotwire, Marriott rejected the full refund. After my recent contact with Marriott Corporate this was not to be rejected and I was informed to contact Hotwire regarding this. Xavier, from Hotwire, was contacted regarding this and stated that since Hot dollars were already distributed this process cannot be undone and I am out the difference of the two amounts. I feel this is unfair because on our initial phone call, we were told that upon cancelation (which had to be done) I did not have a way to go back and choose the hot dollars so a decision had to be made at that exact moment. I either had to take what was offered or lose the full amount. Nobody would be stupid enough to take nothing over something. Now, after finding out we were misinformed and should have never been rejected we are the ones out money for making a rational decision. Xavier stated this is something that cannot be done. This is upsetting because I had a legit reason to cancel and Marriott stated it should have been approved from the beginning and the customer should not be penalized for the appropriate steps not being taken from point A to point B. We asked Xavier to speak to a manager regarding this and he stated that there was no manager I could speak to and he would not allow me to speak to one.
The complaint has been investigated and resolved to the customer’s satisfaction.
After booking a **************** for 1/13/22, I quickly ****** the Miami Regency; recent ****** reviews have complaint
After booking a *** for 1/13/22, I quickly *** the Miami Regency; recent *** reviews have complaint after complaint pertaining to safety and cleanliness. Also, the hotel had a high profile *** case that happened there and the hotel was a central feature in the ensuing investigation, even eventually paying the victim $300,000 because of their role in the incident. The crime made national news, with a 2019 20/20 special about the "Suitcase Rape".https://www.miaminewtimes.com/news/20-20-episode-examines-miami-hotel-rape-and-search-for-serial-rapist-*** https://www.vanityfair.com/culture/2010/12/vanishing-blonde-201012 This was not a safe place for me to stay and so I called Hotwire's customer service to see how I could get out of my reservation. *** informed me that they recognized my safety concern and would call the hotel to get their permission to cancel my booking and have the total amount ($114) refunded to my card. My agent then tried calling the hotel while I was on the other line with no luck. He then told me that I had two options - 1) I could have a refund in the form of Hotwire credits minus $20 right there and then OR 2) He would refer the case to an internal team who would continue to contact the hotel on my behalf and once they received consent they would refund my card. I chose the second option and thanked him. When checking with an agent a third time on the status of my case they informed me that the team had been unable to reach the hotel and I'd been issued a "Hot dollars" refund. This does not help me as I lose money after this serious safety concern. I was told that the team would continue to try to reach the hotel until the day before my check in, instead they gave up a week earlier and issued me the refund I didn't want.I was repeatedly shut down by customer service today. *** should take this safety issue seriously and re evaluate partnering with this kind of hotel.
The complaint has been investigated and resolved to the customer’s satisfaction.
Date of Transaction 11/20/22 Auto Rental Amount Charged by Hotwire $71.50 With Balance Due at Pick Up $31.18 Itinerary
Date of Transaction 11/20/22 Auto Rental Amount Charged by Hotwire $71.50 With Balance Due at Pick Up $31.18 Itinerary No *** I went to the counter to pick up the vehicle on 11/20/22. The counter agent said they did not honor third party reservations. I tried to give her my itinerary number because there was a balance due to be paid. She said she didnt need that information. I told her I even purchased the insurance. She said we do not honor third party bookings. She wrote up a new rental contract which was 3 times the amount that was quoted and partially paid for online through Hotwire. She asked for my credit card in which I thought was for the deposit of $200, plus the balance due. My budget was $250 for this rental. My card was declined. She said do you have another card youd like to use? I said no i only have the one credit card and a debit card. She said you can use your debit card if you want to pay a $500 deposit for the rental. I said l, wait Im not following, how much did you try to run my card for? She said $367 and change. I asked why is it so much? She went over the breakdown of the rental which was none of which I purchased online. I was unable to get the rental because I only have the one credit card and was not able to afford and additional $500 to wait 5-7 business days to return that deposit. She was not willing to help any further because in her response, they are not responsible for what customers do online. They cannot honor third party reservations. What did I pay for then I asked her? She said I dont know but Im canceling your reservation and you have to contact them to get your money back. I contacted the insurance company that was purchased through Hotwires third party Alliance and was immediately refunded. Hotwire does not provide a phone number for the auto rental issues. I had to communicate through text messaging to receive a generic response that I abandoned my car rental. And that I am suppose to reach out to Hotwire while at the counter. Thats great if there was a phone number listed while theres a line behind me. This should not happen to the general public. This is bait and switch and bad business!
The complaint has been investigated and resolved to the customer’s satisfaction.
To whom it may concern: The Arizona BBB has referred me to California because Hotwire is based in San Francisco
To whom it may concern: The Arizona BBB has referred me to California because Hotwire is based in San Francisco. COMPLAINT: On 5/13 I reserved a room at the *** in Lake Havesu City, Arizona for three nights, 5/14-5/16 on Hotwire.com. The total was $253.00. Upon arrival the following day, the hotel was closed. I contacted Hotwire.com who refused to issue a refund. After seven communications with Hotwire the following week, I have still been unable to obtain a refund. Clearly Hotwire.com is also responsible - they advertised the hotel after it had in fact been closed - however I was told several times that *** did not communicate with them. I have no idea if this is true or not, but *** IS responsible. Regardless their reason for closing, and regardless their agreements with Hotwire, I have been harmed in the name of *** Hotel. Not only am I out $250, I had to spend extra money for a place to stay in Lake Havesu. I rented a car, spent gas, and spent additional moneys on food and other items I would not have spent if not for this failure. I used to be a supervisor in a hotel. I am also a sales professional as well as a teacher. SHORT OF THE HOTEL ITSELF BEING ON FIRE, there is no excuse for this! The level of negligence here borders on criminal fraud. *** advertised through Hotwire for services/products they in fact had no way of providing. I was told by several nearby businesses *** had been closed for weeks! Where was the management? Why didn't anyone check Hotwire? Why didn't anyone answer the phone or provide an emergency number for management in such a forseeable situation? We're talking the hospitality industry here! Hotwire and *** failed on ALL LEVELS OF BUSINESS: 1) They failed to perform a legal contract. 2) They failed to secure suitable lodgings for a customer. 3) They failed to correct their error. 4) A guest had to spend extra money due to their negligence. I have photos, documents, and recorded phone calls. I should not have to wait so long for a simple refund due to obvious error on the behalf of the merchant. I am open to a resolution that compensates me for my time, trouble, patience, and which eases my mind that this will not continue.
The complaint has been investigated and resolved to the customer’s satisfaction.
I rented a vehicle on the 23 rd of January for pick up on the 24th
I rented a vehicle on the 23 rd of January for pick up on the 24th. It was a very good deal ($407) and hence, had a no cancellation on it which was fine with me as I wasn't going to cancel and was picking it up the next day for 3 weeks. Upon arrival to pick up said vehicle, they demanded an additional 100 plus dollars (cant remember exact amount around 5-7 per day) for absolutely no reason and wanted another *** deposit. I didn't have an extra *** They said Hotwire (online booking) will refund you, Hotwire points out no, it will read "Economy Car Rental" on your CC statement, which is true. They even made up more charged and my statement now has a $415 Economy rental charge on it. If they have outright broken the law, I will obviously need to seek legal council but I would be happy if you guys were able just help get back what they have literally stolen from me, which is four hundred and fifteen dollars. This car rental was for a job, that I now lost, and my CC is maxed because these guys refuse to refund the money, or release the car. Both Hotwire and Economy Rent a Car have refused in writing to refund the money. Economy Rent a Car confirmation PHTWS1111925 Your reservation is confirmed Economy Rent a Car confirmation PHTWS1111925 Pick-up Jan 24, 2023 12:00PM Drop-off Feb 14, 2023 12:00PM *** Intl., *** | Map Hours of operation: Tue 07:00 AM - 11:00 PM Your reserved car *** Corolla or similar x 4 x 1 x 2 Driver Information ***. Driver must be present at pick-up.Phone: *** | Email: *** Pick-up Information ARRIVAL AT TERMINAL 3 TRAIN PLATFORM IS LOCATED IN THE TERMINAL 3 SHERATON HOTEL PEDESTRIAN BRIDGE TO ACCESS THE TRAIN PLATFORM FROM THE TERMINAL GO TO LEVEL 3 OF TERMINAL 3 AND FOLLOW THE *** TO THE ESCALATOR ELEVATOR TO THE SHERATON HOTEL *** FOR FURTHER INFORMATION ARRIVAL AT TERMINAL 1 TRAIN PLATFORM IS LOCATED ON *** OF THE TERMINAL 1 PARKING GARAGE TO GET TO THE TRAIN PLATFORM FROM THE TERMINAL TAKE WEST PEDESTRIAN BRIDGE TO THE PARKING GARAGE Mileage Unlimited mileage. [Local renters may not be eligible for unlimited mileage.] See supplier Terms and Conditions for details. Deposit *** does not accept debit/check card deposits, but does accept credit card deposits. See important debit card info.COVID-19 information This rental agency informs us they have implemented enhanced health and safety measures. Please note that there may be some situations where the agency uses shared facilities or shuttle buses and may not be able to enforce its specific guidelines.Social Distancing measures in place for Shuttle passengers Enhance cleaning practices on shuttles Employees are required to wear protective equipment Protective equipment is available to customers Plexiglass barrier at the rental counter Rental facilility has enhanced cleaning practices in place Enhanced cleaning or safety measures have been implemented for rental cars
The complaint has been investigated and resolved to the customer’s satisfaction.
On December 16, 2019, I purchased the ******* *** ***** in Vancouver, Canada itinerary #********** for a one night stay
On December 16, 2019, I purchased the *** in Vancouver, Canada itinerary #*** for a one night stay on July 1, 2020. On January 29, 2020, I purchased the *** in Anaheim, CA itinerary #*** for a six night stay on July 6, 2020. I was not able to go on the trip I had planned. The *** is in Canada, and the Canadian border was closed. The *** is right across the street from Disneyland, and Disneyland was closed. On June 15, 2020, I went to my Hotwire account and cancelled both of these hotels according to Hotwire's directions. Once I cancelled the reservations, I got the following message on my Hotwire trips page: "A request to cancel your stay at ***/*** has been received. We will communicate updates regarding your cancellation request via email." I have screenshots showing this message for both hotels. I understand that Hotwire received many cancellation requests due to COVID-19. Their website also mentioned that refunds could take up to 30 days. So I tried to be very patient. When I hadn't heard anything by the end of July, I called them. I was told that they could not refund my money since my travel date had passed. I explained that I had cancelled before my travel date on June 15. They could not find that information anywhere. They asked me to send screenshots of the cancellation request through their online chat. When I attempted to do that, the online chat representative would not accept my screenshots saying they were not needed and that I would receive an update in 5-7 business days. I waited two weeks before calling again. The supervisor I spoke with on the second phone call said that Hotwire had not moved forward on my case because I hadn't sent the screenshots. I explained that I tried to but wasn't allowed to by the representative in the online chat. I was told to try again. Before I could do that, I received a return call saying never mind. The screenshots weren't needed after all and I would receive an update in 5-7 business days. After two more weeks of nothing, I made phone call #3. This time, the supervisor said they did need the screenshots after all and gave me an email address to send them to. I did that. After two more weeks, I received an email that said the email screenshots weren't going to work. They were no longer accepting screenshots through email. I would need to send them through the online chat. I tried to do that again with the same outcome as before. They would not accept them. So last night I made phone call #4. After about two hours on the phone and on the chat, I assume they finally looked at the screenshots. They said they were not going to work because they were screenshots of my Hotwire trips page and not of a refund confirmation email from Hotwire. I cannot send them a confirmation email because I never got one. That is the main problem. When I cancelled on June 15, I was told I would receive an update from Hotwire. As of September 10, I have received nothing from them at all. They have never rejected or approved my refund. They have done NOTHING! All contact has been initiated by me through the phone or online chat. Every time I call or chat, I get a new representative or supervisor. Every time I spend an hour or more telling the same story over and over. Every time I get a promise of a resolution in 5-7 business days. I never get anything at all. Last night, they refused to help me and hung up after two hours. Bottom line is I submitted the cancellation in time in accordance with their current rules. They never did anything with the cancellation request. And now they refuse to answer my questions or help me. When I ask why I never received an email from them, the only answer I get is "I don't know." I fulfilled my side of the situation; they did not. And they have no explanation for anything except to act clueless, blame everything on me, and refuse to do anything at all. Hotwire is taking advantage of consumers during this pandemic, and that is not right at all.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am a frequent user of Hotwire and have recently been staying in hotels for the past month while waiting for my
I am a frequent user of Hotwire and have recently been staying in hotels for the past month while waiting for my apartment to be ready in my hometown of Houston, Texas. In this time I’ve visited many hotels. Some have been good, some have been bad and tonight I decided to book a room to use my remaining credit that was actually a refund from a reservation I paid out of pocket for that I elected to receive in a credit out of convenience rather than wait 5-7 business days for the funds to go back to my card. I got assigned to what turned out to be a pretty run down shabby hotel that was unfortunately nowhere near the standard of the Marriott line of hotels that it was run by. So I called to see what my options are and the agent told me he can relocate me to the MARRIOTT a four star hotel which I agree to. However after booking the hotel he informs me that instead of the Marriott that I would be put at the Whyndam which I had never heard of so before even getting off the line, I looked up the reviews and informed him that I would like to see what the other hotel options were since what I received was not what was promised. Since I was really tired and didn’t want to wait for a refund I decided I would go check it out and give it a chance even though the reviews weren’t the best so as not to give the agent a hard time since he was very helpful. However, I informed him that if things were as bad as the reviews say, that I would call back and he informed me that that was fine and they would be more than happy to assist should it come to that. When I arrived at the hotel, the first room that I had been given had bodily fluids that had been sitting long enough to turn the inside of the toilet yellow even after flushed. The second room had a sickly mold smell that made it impossible to rest no matter how hard I tried and so I finally made the decision to call Hotwire to see what my options were. After going over the relocation options which would not work for me because they were out of the way location wise for my particular circumstances, from what I looked at via Google maps, I finally decided to settle on accepting the $50 Hotwire credit thinking that I would stick it out for the night and even be able to get an amount off of a booking in al the future and would simply call the front desk and request another room thinking that it couldn’t possibly get any worse. I was wrong. So after being transferred to a room with a rusty bathtub , I gave it ANOTHER chance since the front desk agent apparently told the Hotwire agent that I had not reported the issue with the current room so I asked if I could view another room thinking I would settle on whatever at that point just to rest as I was exhausted from the long day I had. But nothing could have prepared me for what I discovered which was chocolate and what looked like drool stains on the sheets, as well as cereal stuck to the bedding as well which clearly and sickeningly revealed to me that they were not cleaned and as reported in other reviews on Google, the bed was simply remade WITHOUT being cleaned. Unacceptable for ANY hotel. So I called Hotwire and this time was told that if I were to relocate, I would receive a downgrade even from the initial hotel which had severe housekeeping issues such as a rancid smell in the hallways and doorknobs so dirty you could feel the crud when opening the doors. Understandably dismayed with this I asked to speak to a supervisor and was hung up on after repeatedly asking to escalate, with the agent stating specifically that” there were no supervisors or managers on duty.” So I called back and was told the same thing by another agent and after calling back a third time lo and behold the person on the other end claims to be a supervisor and instead of listening to the specific circumstances and helping me as customer service is supposed to do, she tells me that she had looked up my account and I have had credits before so she is making a report and Hotwire will no longer be helping me essentially. It is absolutely inexcusable and tremendously disappointing that she completely prejudged my circumstance by creating a narrative of her own making which left no room for the realization that, as I had been staying in hotels for the past month, much more often that the average customer, it would of COURSE stand to reason that I would possibly have more issues as well. Which in NO way means that it is okay to stop giving proper customer service to me as a paying and up to this point LOYAL customer and it especially does not mean that I am taking advantage of the system as she implied. I simply want a quality experience like any customer. After this, I am so horrifically insulted by this interaction and the complete minimization and dismissal of my experience and point of view as a customer that after the use of my remaining credit I will NEVER use Hotwire again. Which is saying something as prior to the past month it has been my preferred booking system. I will of course, be making reviews of the hotel as well as contacting the BBB regarding the Hotwire corporation for this. This e-mail is solely to allow you the opportunity to deal with the customer service issues of your supervisor as well as your agents in-house and make you aware so that you can avoid losing even more customers due to the attitudes and practices that I have encountered this past month of using your service. The last male agent I spoke to and the person who said they were a supervisor after multiple agents apparently lied and said there were none on site who stated her name was Sarah were the absolute worst and their performance should be reviewed and should honestly be separated from the company in my opinion for their lack of willingness to listen to the customer and lack of empathy to the point of lying and making false accusations against a customer for being reasonably upset by subpar accommodations. Thank you for your time and attention to this matter.
The complaint has been investigated and resolved to the customer’s satisfaction.
Dollar rental car and hotel.
I rented are car a week before. We got to the rental office, we were told they were out of cars and would be about an hour wait. then we sat and waited for over 2 1/2 hours. we had to stand outside in Houstons 115 degree heat without even water to drink. I expect a refund as I have used hotwire but this trip was the worst. We arrive at the hotel, the...
Read full review of HotwireCar rental
Hello Team,
I booked an rental CAR with Hotwire with Hotwire Itinerary #[protected] which was booked from June 30th to July 4th. They booked it and send me the confirmation with all details once i reached to pick my Car rental company told me that they don't have any car in my booked segment and they confirmed that they were trying to reach me but there was no information with them about me or about reservation company and this was the worst thing to hear on a planned 5 day trip on the day which you need to drive for 7-8 hours. When I tried to contact support team after long wait i got connected to support and they suggest that we can arrange a alternate far from me after already wasting crucial 1 hour at the location and further this new location was 30 min+ drive. I want to make strong complaint how they can messed up booking with confirmation details I am not bothered about workaround as by the time i lost my patience with Hot wire and made my own arrangements.
Later after returning from my trip I tried to contact to register a complaint
but after so many hours of wait but they have not find my Itinerary.
Desired outcome: Any good reason by which i can be convinced.
About Hotwire
One of the key features of Hotwire is its opaque booking model, which allows customers to book travel without knowing the specific airline, hotel, or car rental company they will be using until after they have made their reservation. This model allows Hotwire to offer significantly lower prices than traditional travel agencies, as it allows airlines, hotels, and car rental companies to sell their unsold inventory at a discount without damaging their brand reputation.
Hotwire also offers a range of tools and features to help customers find the best deals on travel. The website's search engine allows customers to search for flights, hotels, and rental cars based on their preferred travel dates, destination, and budget. Customers can also use the website's "Deals" section to find the latest discounts and promotions on travel.
In addition to its online travel services, Hotwire also offers a mobile app that allows customers to book travel on-the-go. The app offers all of the same features as the website, including the ability to search for flights, hotels, and rental cars, as well as access to exclusive mobile-only deals.
Overall, Hotwire is a trusted and reliable online travel agency that offers customers a wide range of travel services at deeply discounted prices. Whether you're looking for a last-minute flight, a hotel room for your next vacation, or a rental car for your business trip, Hotwire has everything you need to make your travel experience as affordable and stress-free as possible.
Here is a comprehensive guide on how to file a complaint against Hotwire on ComplaintsBoard.com:
1. Log in or create an account:
- If you already have an account on ComplaintsBoard.com, log in using your credentials. If not, create a new account to proceed.
2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.
3. Writing the title:
- Summarize the main issue with Hotwire in the 'Complaint Title'. Be concise and clear about the problem you are facing.
4. Detailing the experience:
- Provide detailed information about your experience with Hotwire.
- Include key areas such as transactions, nature of the issue, steps taken to resolve it, personal impact, and the company's response.
- Offer ideas and guidance on what information to include for users struggling to articulate their concerns.
5. Attaching supporting documents:
- Remember to attach any relevant supporting documents to strengthen your complaint.
- Avoid including sensitive personal data in these attachments.
6. Filling optional fields:
- Use the 'Claimed Loss' field to state any financial losses incurred.
- Utilize the 'Desired Outcome' field to specify the resolution you are seeking from Hotwire.
7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.
- Ensure all details are accurate and effectively convey your concerns.
8. Submission process:
- Submit your complaint by clicking the 'Submit' button after reviewing it.
9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.
- Stay engaged with the platform to track the progress of your complaint.
By following these steps, you can effectively file a complaint against Hotwire on ComplaintsBoard.com.
Overview of Hotwire complaint handling
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Hotwire Contacts
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Hotwire phone numbers+1 (866) 381-3981+1 (866) 381-3981Click up if you have successfully reached Hotwire by calling +1 (866) 381-3981 phone number 0 0 users reported that they have successfully reached Hotwire by calling +1 (866) 381-3981 phone number Click down if you have unsuccessfully reached Hotwire by calling +1 (866) 381-3981 phone number 0 0 users reported that they have UNsuccessfully reached Hotwire by calling +1 (866) 381-3981 phone numberUSA and Canada+1 (866) 468-9473+1 (866) 468-9473Click up if you have successfully reached Hotwire by calling +1 (866) 468-9473 phone number 0 0 users reported that they have successfully reached Hotwire by calling +1 (866) 468-9473 phone number Click down if you have unsuccessfully reached Hotwire by calling +1 (866) 468-9473 phone number 0 0 users reported that they have UNsuccessfully reached Hotwire by calling +1 (866) 468-9473 phone numberUSA and Canada+1 (844) 207-0303+1 (844) 207-0303Click up if you have successfully reached Hotwire by calling +1 (844) 207-0303 phone number 0 0 users reported that they have successfully reached Hotwire by calling +1 (844) 207-0303 phone number Click down if you have unsuccessfully reached Hotwire by calling +1 (844) 207-0303 phone number 0 0 users reported that they have UNsuccessfully reached Hotwire by calling +1 (844) 207-0303 phone numberFlights, USA and Canada+1 (855) 326-0772+1 (855) 326-0772Click up if you have successfully reached Hotwire by calling +1 (855) 326-0772 phone number 0 0 users reported that they have successfully reached Hotwire by calling +1 (855) 326-0772 phone number Click down if you have unsuccessfully reached Hotwire by calling +1 (855) 326-0772 phone number 0 0 users reported that they have UNsuccessfully reached Hotwire by calling +1 (855) 326-0772 phone numberHotels, USA and Canada+1 (855) 677-0745+1 (855) 677-0745Click up if you have successfully reached Hotwire by calling +1 (855) 677-0745 phone number 0 0 users reported that they have successfully reached Hotwire by calling +1 (855) 677-0745 phone number Click down if you have unsuccessfully reached Hotwire by calling +1 (855) 677-0745 phone number 0 0 users reported that they have UNsuccessfully reached Hotwire by calling +1 (855) 677-0745 phone numberCars, USA and Canada+1 (877) 787-7186+1 (877) 787-7186Click up if you have successfully reached Hotwire by calling +1 (877) 787-7186 phone number 0 0 users reported that they have successfully reached Hotwire by calling +1 (877) 787-7186 phone number Click down if you have unsuccessfully reached Hotwire by calling +1 (877) 787-7186 phone number 0 0 users reported that they have UNsuccessfully reached Hotwire by calling +1 (877) 787-7186 phone numberCustomer Service+1 (417) 520-1680+1 (417) 520-1680Click up if you have successfully reached Hotwire by calling +1 (417) 520-1680 phone number 0 0 users reported that they have successfully reached Hotwire by calling +1 (417) 520-1680 phone number Click down if you have unsuccessfully reached Hotwire by calling +1 (417) 520-1680 phone number 0 0 users reported that they have UNsuccessfully reached Hotwire by calling +1 (417) 520-1680 phone numberInternational+1 (417) 520-1693+1 (417) 520-1693Click up if you have successfully reached Hotwire by calling +1 (417) 520-1693 phone number 0 0 users reported that they have successfully reached Hotwire by calling +1 (417) 520-1693 phone number Click down if you have unsuccessfully reached Hotwire by calling +1 (417) 520-1693 phone number 0 0 users reported that they have UNsuccessfully reached Hotwire by calling +1 (417) 520-1693 phone numberFlights, International
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Hotwire emailsmarketing@hotwire.com99%Confidence score: 99%marketingmedia@hotwire.com96%Confidence score: 96%Communicationsupport@hotwire.com95%Confidence score: 95%Supporthotelhelp@hotwire.com94%Confidence score: 94%supportaffiliate@hotwire.com86%Confidence score: 86%
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Hotwire address655 Montgomery St Ste 600, San Francisco, California, 94111-2627, United States
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Hotwire social media
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Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 13, 2024
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