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Hotwire.com / hotwire bad policy!

1 United States Review updated:

This is the first time I used hotwire and I definitely will not use it again!
We booked 2 rooms for our family trip to Miami. When we arrived the hotel was repainting the hallways in all floors. We can even smell the odor inside the rooms. After about 10 minutes staying in the rooms, our two children started complaining about headache then my sisters and parents as well.
I called the front desk representative trying to switch to different rooms. She said the whole floors were being painted. So I asked her if we could cancel our stay and they had no problem with it. Apparently other guests complaint about same problem. But they said I had to call Hotwire for their approval. I called Hotwire explaining the problem with the hotel. But Hotwire DO NOT let us cancel the reservation. It is Hotwire's responsibility to accommodate the hotel if the hotel was in bad condition. If they cannot cancel the reservation or refund it, the least that they can do was to switch us to a different hotel. Hotwire did not care. It is a stupid policy and everybody should be aware of using Hotwire.com. Please go to BBB.com as they showed several other complaints about Hotwire.com before you do anything with the company.

Ju
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Comments

  • Di
      3rd of Feb, 2018
    0 Votes

    WHY CANT U TYPE IN YOUR HOTWIRE # SO YOU CAN CHECK YOUR AGREEMENT, THAT SHOULD BE EASY TO DO

  • Rl
      22nd of Aug, 2016
    0 Votes
    Hotwire.com - Bad service
    California
    Maryland
    United States

    Don't use hotwire. You will end up at the worst hotels and with the crappiest rental cars. If you give bad feedback on a hotel they simply file it in the round file and keep booking that hotel. If you rent a car with them, be prepared to get a scratch and dent older model car. They must have arrangements with all these companies to take the crappiest hotel rooms and cars. They don't care about the customer. You are better off paying a few dollars more and having an enjoyable trip. Hotwire is not to be trusted.

  • St
      15th of Aug, 2016
    0 Votes
    Hotwire Uk - Booking System Chaos!
    Hotwire
    United Kingdom

    For a 21st century website, Hotwire's online glitches are unforgivable. For the first time, I tried to book a mystery hotel in Birmingham only to have the booking system turn rogue in the final stages. I phoned (which of course i end up paying for) and related the issue - no prior 'Verified by Visa' security page before an alternative page popped up informing me 'You have already made this booking' along with an error 405 announcement - only to have the customer rep suggest that I had hit a key twice. While this may be their favoured 'cop-out clause' du jour, I informed him that you cannot double, tripe or quadruple click a 'Verified By Visa' form away without completing it. While he stopped flogging that particular dead horse, he then told me 'yes, that comes up quite often'. How reassuring! Hotwire, you are the weakest link...goodbye.

  • Ho
      15th of Aug, 2016
    0 Votes

    You should have reported this to Hotwire, they were likely not aware that the car agency did not accept 3rd party insurance. It is not their fault if the agency has not updated their information with Hotwire like they are supposed to do in order to keep a contract with them.

  • Bu
      15th of Aug, 2016
    0 Votes
    Hotwire.com - Refund
    Hotwire.com
    Ohio
    United States

    Buyer beware when renting a car through Hotwire.com. My schedule changed but they said "So what, not there fault" . We all know they will rent the car to someone else, I gave them a two week notice but got nowhere. If I had made the reservation directly with Hertz there would be no problem. The rate wasn't that great. Lesson learned. They keep my $160 and I get nothing. They should change the name to NotWire. Share with all your traveling friends. Rent it directly through the rental car company!!!

  • Ky
      15th of Aug, 2016
    0 Votes

    Life changes. Yeah, they get that. They are real people too after all. Contracts are binding. They get that too. Apparently you don't however. Final means final.

  • Va
      15th of Aug, 2016
    0 Votes
    Hotwire.com - They don’t care about customers
    Hotwire.com
    United States
    www.hotwire.com

    Rented car and now not travelling. "Customer service" says "you clicked the box, you will be charged regardless of use". Plans change, I'm willing to pay cancellation fee or whatever but if you want a car in Omaha on the 4th it's there but I'm not! Make sure before you order something on hotwire that your life is scripted and will not change, right??

    To think a company, and it's customer service supervisors would come up with a better response than that. Give me a break, this company is out for cash, they could care less about you!

  • Se
      15th of Aug, 2016
    0 Votes
    Hotwire.com - Not Keeping Promises
    HotWire.com
    Maryland
    United States

    OMG is all I can say about this miserable online company. I just used it for the first time, and it will be the last. They have the "Low Price Guarantee" posted all over the place. I found a lower price at the same type of room at the same hotel within 48 hours, and they still refused to refund the difference. I even contacted the hotel and one of HotWire's competitors directly and was able to confirm that the rates were cheaper and the rooms were available. I even printed-out the supporting pages from the Internet, scanned them, and e-mailed them to the Customer Service Dept. It replied by stating that they do not open any e-mail attachments because they don't want to risk their computers getting infected with viruses. I am not kidding. I am confident that the owners of HotWire do not give a rat's _ss about the customer service. Their customer service reps are basically drones programmed to repeat the same thing over and over (just slightly differently each time). I sent three separate e-mails to the customer service dept. and someone new always repeats the same thing that the previous rep. already stated. Whenever I tried to point-out the facts and explain why I am convinced that I should get the refund, they come back with whatever reason they can pull of our their _ss at that moment to put a roadblock. It reminds me of a low-class, corrupt businesses in developing countries during the 1970's. Pretty pathetic. I certainly hope that the saying that "what goes around comes around is" true. I just don't see how they can continue to survive as a viable business entity, practicing deceptive business practices. To top it off, the last e-mail I received from the third, new customer rep. stated that "We sincerely hope that you will continue to visit our website." It's so funny.

  • Ti
      8th of Aug, 2016
    0 Votes
    Hotwire - Missed informed Agent
    United States

    The agent just do not understand their own policy, who assurd me that a booking of a rental vehicle can be cancelled and refunded without penalty is BS. I booked a car on Aug. 28th/08 then discovered only regular rate bookings or flight changes by airlines can be changed. Who needs Hotwire to book anything on regular rate ?
    The agents seem to be paid be commissions in pressuring clients to book and pay the booking on the spot. Really poor business practice!

  • La
      15th of Jun, 2016
    0 Votes
    Hotwire - I was deceived
    Hotwire
    San Francisco
    California
    United States
    hotwire.com

    I bought a stay through hotwire.com website - Itinerary 6763381643 and checked in at the hotel yesterday and for my surprise, this is not what I had purchased from hotwire website. I was deceived.
    • This Hotel Del Sol has 2 stars, while I bought a 3 star hotel from hotwire.com website.
    • The Hotel Del Sol is not located in the District of Union Square – which is where I bought it –, but in the Marina District.
    • The references room images that were shown in the hotwire.com website during my purchase are completely different from what I found at the Hotel Del Sol. They have nothing to do with these rooms.
    • I researched the price of this hotel on booking.com website and the price is almost half the price I paid for hotwire.com website.
    • The price I paid for Hotel Del Sol to hotwire.com website is almost the price of the Hilton Hotel in San Francisco.
    Anyway, I feel cheated by hotwire.com website and I wanted they to fix it because I did not want to stay with my family in a lower class hotel than I have purchased, I wanted to switch to a higher category hotel and to stay in the Union Square neighborhood, that is where the hotwire website said my hotel would be located at.
    When I contacted the website's staff, they said that they couldn't do anything.
    PS.: I would like to make clear that this is not a complaint about the hotel, but about the www.hotwire.com website’s informations' integrity.

  • Re
      13th of Oct, 2014
    0 Votes
    Hotwire.com - Car rental location change
    United States

    I booked a car rental via HOTWIRE for a pickup at the Denver Airport. When i got to the airport rental counter, I was told the pickup was in downtown Denver, a 25 minute drive from the airport location. The salesperson behind the counter told me that HOTWIRE has been changing the pickup location without informing the person looking to rent the car. They do this to give you a lower rate than their competitors. The lower cost is due to the drop in Taxes the airport charges them for doing business.


    This is not only wrong but highly bothersome, to the person looking to rent a car. I had to wait around until the manager at the counter could get me a car from the Airport location. it actually took two managers to get this worked out to my benefit. The manager at the airport location not only got me a car, but he upgraded it two levels and let me take a pick from the lot. He also honored the rate I was quoted.


    I will never use HOTWIRE again. Burn me once shame on you, Burn me twice shame on me. There won't be a second time.

  • Je
      29th of Jul, 2014
    0 Votes

    We booked hotel from Hotwire.com (Secret Hotel rate) we got really unknown hotel with very bad review from several website and in the website show the hotel very bad condition too. So we send e- mail to Hotwire and got the reply explain about rating that depend on their standard with policy... Blah blah blah... Etc.

    We arrive to the hotel (140$ per day) we saw the BBQ grill and propane tank hold with a chain in front of a hotel room .It is look like the place for welfare people .We go to the office ( small house stand alone) the women told us that she don't have guests name yet . Please come back at 2 pm( we arrived at 1:30pm)

    So we go back to the hotel at 7:30pm to check in. The old man and 16 tp years old boy told us that they don't have any reservation and the room is full.He try to book us to the neighbor hotel but we denial and we call to Hotwire.

    We explain all the situation and she tried to book us with the another unknown hotel and we don't want it . We get refund and $25 for next booking.

    After we come back we try to cancel the another booking that we booked in advance because we not happy and angry with last trip.We can't cancel, change or transfer anything even we have a nightmare from the trip and she told us that situation that we face it always happened !!! Many customers call and she have to rebooking to the another hotel.

    Better stay away from Hotwire...

  • Hf
      21st of Aug, 2013
    0 Votes
    Hotwire - cancelled air tickets that were booked
    Hotwire
    United States

    I had booked tickets on Hotwire where they picked the airline and flight times to get a better deal three days before the trip, and paid with (Costco) American Express card. The day before the flight I went to the Delta website and printed boarding passes for the flights between Knoxville, TN and Hartford, CT, connecting thru Atlanta. Before going to the airport for the 6:50AM flight, I checked my e-mail for any notices of flight delays (no delay) or any message from Hotwire (no message). At Delta curbside check in, the attendant could not find me being booked on the flights. He told me to see the ticket counter at Delta inside the airport. At the ticket counter the agent said i do not have tickets, and recommended I call Hotwire, which I did. Hotwire said they refunded my tickets (these were non refundable tickets) and for me to call the risk department at Hotwire and leave a message to find out what the problem was. I called Hotwire risk department five times and they never called me back. I called American Express who stayed on the line while I talked to Hotwire again. Still no resolve. After missing my flight and waiting three hours to try to get this fixed, the original agent at the Delta counter took the initiative and talked to her supervisor and I was able to buy tickets at a match rate with Hotwire so I could finally go to Hartford, CT to see my grandchildren. Both Delta and American Express said this type of issue happens frequently with Hotwire. BUYER BEWARE WITH HOTWIRE!!

  • Ki
      27th of May, 2013
    0 Votes
    Hotwire.com - Outsourcing to Other Countries
    Hotwire
    United States
    hotwire.com

    I have an issue with a company that outsources to other countries. They speak English but very poorly, they attempted to pressure me into buying something I did not want when I just had wanted to add to my reservation I ALREADY purchased. Love Hotwire and would use them again but hopefully I do not have to call them ever. Please stop outsourcing to other countries, America needs these jobs.

  • Do
      22nd of Feb, 2013
    0 Votes
    Hotwire - Hotel
    Utah
    United States

    Never use this website. They are very misleading and offer no help with your trip if you have a change of plans.

  • St
      25th of Jan, 2013
    0 Votes
    Hotwire.com - Horrible Customer Serive
    Hotwire.com
    United States

    I booked a car rental to attend my uncle's funeral. After speaking to the funeral home, they were not able to do it until a few days later. After a few hours I called the customer service number and a gentlemen said "as a one time courtesy" he would refund and rebook it for me. I gave him my flight information and after he processed the change, he read a five minute statement recapping the terms and what he did and then we ended the call. I opened the email confirmation and realize that he put the wrong date and time for drop off, I then called back, got an extremely rude woman who said he read the information back to you and you agreed so I won't do anything. I tried to explain the situation to her and there were a million other things I had on my mind, like how to deal with his death and she said you should have listened when he read it back to you. I had hoped she would have a little more understanding given the fact that my uncle died yesterday. I asked for a supervisor and after 2 minutes of the rude woman asking me why she finally put me through to Jessica ID #2024. I explained that my uncle died yesterday and what had happened, she said that Hotwire purchases are final but as a "one time courtesy" she would refund my purchase and told me "you can rebook on your own." I told her I would rebook but not through Hotwire ever again.
    HOTWIRE HAS THE WORSE WORKERS AND I WILL WARN EVERYONE TO NEVER DEAL WITH THEM.

  • Ke
      21st of Oct, 2012
    0 Votes
    Www.hotwire.com - false advertising
    hotwire.com
    United States

    Search engines draw you to hotwire.com based on the travel cities and dates you enter. Once you click on the lower fare that I was drawn in by, and the price increases. Click on the increased fare and it increases. This usually occurs three times.

    It is a deceptive practice to generate internet traffic, and results in false advertising as well and bait and switch. It should not be allowed and I want to lodge an official complaint, for which I request a response from the Complaint Board. I am considering a class action suit against all travel related websites, because they derive remuneration for the clicks they receive on their respective websites. IT HAS TO STOP. I will never use hotwire.com again until they change their practices.

  • An
      10th of Jul, 2012
    0 Votes
    Hotwire - hotel reservation
    hotwire
    Iowa
    United States
    hotwire.com

    I reserved a hotel room through hotwire.com on Sunday July 8 and received a confirmation e-mail from hotwire. I arrived at the hotel around 10 PM and the hotel did not have my reservation and did not have rooms available. The hotel receptionist said they had filled up for Sunday evening several days earlier. I e-mailed hotwire.com support and requested an immediate phone call response. I received an automated response from hotwire saying they would contact me in 12 to 24 hours. The hotel receptionist called her contact at hotwire to report the problem and I spoke with him (Mike). Mike said he would put me through to customer service. Instead he connected met to an automated voice mail system that said they were ususually busy due to demand for hotwire services and the wait time would be in excess of 20 minutes. I WOULD NOT RECOMMEND USING HOTWIRE.

  • Jo
      29th of Jun, 2012
    0 Votes
    Hotwire.com - Business Practice
    Hotwire.com
    United States
    hotwire.com

    If anyone is planing to purchase an airline ticket, DO NOT USE HOTWIRE.COM!!! This company is not customer oriented. Booking on their Website is convoluted and prompt to errors. If by any chance you are not satisfied with your purchase you're ### out Of Luck because they are are as strict and inflexible and the worse when it comes to reach customer service. You press the option to purchase or to book, you get someone in no time. If you dare to select the phone option to rebook, you will wait at least one an a half hour. No kidding. I called late at night to avoid the "rush hour of callers" to no avail. They will not change, alter, transfer, or do anything to your ticket. Basically, I wasted $200 because their site is not user friendly. to make matters worse, I call the airline and they told me that because i bought the ticket through Hotwire.com they cannot help me. Period. No help from anyone. HOTWIRE.COM SUCKS BIG TIME!!! DON'T USE IT!!!

  • Ki
      23rd of Jun, 2012
    0 Votes

    MISLEADING ADVERTISING I WOULD NEVER BOOK WITH THEM AGAIN.CHRIS WAS VERY RUDE TO ME. I CANT BELIEVE HE HUNG UP ON ME. NO HELP!! NEVER AGAIN HOTWIRE.COM. I WILL MAKE SURE OF IT I WILL TELL EVERYONE I KNOW NEVER TO BOOK A VACATION WITH HOTWIRE.COM.

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