Hotwire
reviews and complaints

RE - reservation # [protected]. 8/29-8/30/18

To Whom It May Concern,

My apology for this late complaint to Hotwire but we were so insulted when we had a view of a rooftop of the hotel after being charged $253 per night.

Not only was this our first visit in Washington, it would've been nice to have a nice view!?! Instead we had a rooftop view! If that wasn't insulting, when we walked into our family suite, the thermostat was set at 90 degrees.

We complaint to the front desk but since we had our reservation via Hotwire, the hotel couldn't do anything for us!?! Why?

Therefore, we are filing a complaint and are requesting a credit of $100 for our poor view and HOT temperature of our family suite.

Regards,
Betty Eng Mietkowski

I reserved a room at Econolodge 2508 Hwy 41 North, Evansville, IN 47711. Booking confirmation [protected]. Why Hotwire will post and offer deals on a Facility which location is not safe. I am from Tennessee and stay in a regular basis in the city of Evansville, IN for work. I just got the room thru Hotwire on 9/24/18 and on 9/25/18 at 3:45 am I got woke up by the person on the first floor beside my room when busting the room's window and some others outside screaming that they were afraid the person was going to shoot. Lots of screaming, noises and belligerent attitude. I called the office to let the help desk person aware of the situation. She mentioned that the police was called and were going to get to the location soon. I am very upset about this situation and about how hotwire mislead people to get sales and offers at places where put peoples life at risk. I request a 100% refund or at least 50%. I was soooo tired this morning because I could not go back to sleep. It took the police at least 30 minutes to get the situation under control. I was afraid I could get hurt or die because of a shooting and on top of it I was worried about my car getting damaged. I wanted to get to a place to rest after a long traveling day and a long day at work and I find myself at risk and unable to get at least a decent night rest.

Reservation started 9/14/18
My confirmation was for ACE car rental I was at the airports deck looking for ACE car rental it took me quite awhile to realize that ACE car rental was Charlie car rental, had I have known that I would've canceled then. The cars were not up to par at all and the customer service was nonexistent. I'm a loyal customer of HOTWIRE and this time I am totally displeased. Tiffany Johnson [protected]@yahoo.com [protected]

Charlie Car Rental
Ace is operating under the name Charlie. I got reservations here through Hotwire. The experience started at the airport. It took 30 mins and three calls to the office before the first shuttle arrived. I say first shuttle because a second one had to be sent after the first one arrived loaded all of the Spanish people and then asked me how many were in my party. I replied 5. The driver told me that it was only room for one person and I should get the rental car and come back to pick up my children. I told him there was no way I was leaving my underage children and that he could go ahead I called back and waited another 15 minutes for another shuttle to arrive. The rental car company was about 10 minutes away from the airport. We arrived and I stood in line. When it was my turn I was lied to and the Puerto Rico did not except cash, credit, or debit at the toll booths and the only way to travel the tolls were to purchase a $10 toll pass and that I would be billed whatever chargers I incur. Driving around Puerto Rico I quickly learned that this was false they do in fact except cash, credit and debit. $10 wasted. The first minivan I was assigned was filthy. I'm talking muddy as ever and very beat up up on the outside reaking of cigarette smoke. I asked for an exchange and received another minivan different color same condition. Plus a few of the electrical outlets weren't working.

Hi, on 8/09/2018 I booked a rental car via hotwire.com online. Selected hnl then date of rental along w/ times needed. Booked this rental only to find out on my confirmation e-mail this company ace rental does not open till 8:00am - 8:00pm. Instantly I call the local # to see if I can get the time changed for i'm arriving @ 6:00am on 8-30/18. Spoke to ted ask him why did the online not tell me 1st the company i'm renting from and the time of business he tells me he does not know why. I proceed to ask him if I can cancel my reservation he tells me no. So what do I do I ask when my time of p/u & d/o is 12:00 pm to 12:00am totally not going to work for my trip. He tells me he will change it to 8:00 when they open and he will take care of it. I go on my trip on 8/30/18 and wait 2 hours for the shuttle to pick me up only to be told again by ted you are early but he will sent the driver to get me. I arrive at ace rental on 30-60 ualena st unit #b. Ted tells me the car I reserved is not there and he will gve me another one ok so in the mean time he tells me if I had waited 1 week later I could have gotten this rental for 1/2 the price what a stupid thing to tell your renter sitting in front of you. He checks me out and I revieved a nissan sentra of i'm pressed for time to get my mom to her appt. Still need to go and pick her up. The reason I traveled to oahu was to help my mother. I take a walk around the car and notice one of the hub caps is missing ted tells me "as how" the last renter lost it really! So I leave and notice the ac is not getting cold but I need to pick up my mom so I continue on well ac does not get cold it's warm and about 3 hours into the day the passenger side seat belt is stuck and seems to be in a lock position we cannot get it to unlock. I call ace rental and tell them what is going on and ask to speak to ted. He does not come on the phone but tells me to come back and he will switch out my car for another one. So I return to ace to exchange the nissan now they are giving me a volkswagen jetta and this car is black and has alot of stratches on it bu, t so be it we need to get to the next appt. Well I put my mom in the car and it is so hot the seats is unbearable she won't sit it's too hot it burns her hands to touch. They didn't even take the time to check out car or cool it down knowing how hot it is at almost noon terrible. I turn the ac on to cool car down before we leave then I notice the the enging malfunction light is on. I get ted's attention and point out the malfunction light and tell him this is not right. I know this because I work for a car dealership and this is a safety issue. Ted in turns tells me that it is fine they "ace" did not have time to take care back to the dealership to have light turned off. I tell him if anything happens this will be on him and to note this down on my contract. He assures me it's fine I have no time to waste need to get my mom to the next appt. So we leave ac works fine but as we are driving there is a ekking noise coming from underneat like the brakes is dragging. I let it go thinking it will pass no it doesn't it gets worst by the 3 day mind you i'm on the other side of the island. Well by sat. 9/1/18 the brakes is making a louder noise like I the brakes needs to be changed. Cannot see my self going back again when I have 2 more days and then i'm leaving. Just dealt with the noice w/ the windows up and the ac on high. It was bad for people reacted to "hey you need to change those brakes" how embrassing but I was planning to return the car early on the 3rd before they close so I could tell them all the problems. What a terrible car so I return the jetta on mon. @ 7:28 pm and had to make other arrangement to get to the airport the next morning for I did not have a car. Stayed at a nearby friends house with no car caught a taxi to terminal. Any who's when I go to return this jetta I tell the check in agent dang here you go you can have this [censored]ty [censored] car back because it sucks. He didn't get his name and it is not on my contract he telsl me"oh no" they should'nt have rented out this car to you for it has alot of issues. I tell him yes the malfunction light is on & I did tell ted and the brakes is making a hell of a loud noices. He says yes and how sorry he is this does not justify the fact that you guys knew this and still rented this unsafe vehicle to me. He tells me he is sorry again and thank god nothing happened and he is glad we are ok. [censored] what the hell now i'm really upset and he goes on to tell me he will talk to ted and that he will write a do not rent out on this jetta. I am a avid renter of cars and for once I decided to go with a good deal which I thought I was getting only to be the worst rental ever. My safety as well as my mother was on the line for 4 days. I demand to know what will be done on this irrisponsible part of hotwire & ace rental this is so unexceptable and I will report this to bbb if no one response back to me. I am due a credit for this rental that was so unsafe from the get go. Serioulsy I could not see retuning the jetta to get another car and take up my much little time I had there to take care of business.

On Sunday 9/9/2018 at approximately 2:45 I made a reservation for a car rental at Norfolk Va. Within an hour or so our plans changed and I called in the early evening to change the reservation to Richmond Va. I was told about the no refund/no transfer policy. My credit card was charged 121.71 for a service that was not delivered. I am requesting a refund! Please advise, thank you in advance.

I booked a room months in advance, when I got to the hotel, there is no sign on the hotel, I walk in there is no front desk, a guy just sitting at a folding table, and there is no lobby. The hotel looked so horrible my uber driver said she did not feel right leaving me there. It is now 1:30am and I am just tired, and I have already paid for a room for 4days. I ask the guy sitting at the table if he was working and proceeded to check in, after he checks my name he says they did not have my reservation made me call hotwire after 3hours on the phone They finally found my reservation I was able to check in. Get into the room the bathroom has mold on the walls, tub is filthy, bed is broken, walls in the room are molded. I leave the room it was not safe at all to inhale the mold. I call hotwire and tell them on their website I booked the Country Inn and Suites, and front desk says the name is the Montgomery Inn. I say I cant stay here im 3000 miles from home and I need another hotel, on their site the hotel I got was not the hotel I was at, the pictures of the room on hotwire were not the rooms at the hotel, and the room has mold. Hotwire tells me they might be able to give me a refund, but I will have to pay for another room. I explained I did not have the funds to pay for another hotel, that they could just apply the money I already paid and give me another hotel. They told me my only option was to pay for another room after speaking with several supervisors the last supervisor said he was hanging up and to stop calling. Since I was 3000 miles from home, I slept in my rental because I did not have the money for another hotel. I advise everyone to never book with hotwire. They lie about the hotels on their website, and customer service is awful!

I booked a hotel in Ottawa through hotwire one week before my long weekend holiday, paid online and got confirmation letter from Hotwire. However the day when I tried to check in, the hotel said Hotwire did not book the hotel for me. Contacted the Hotwire customer service several times and asked them to find another hotel for my family and they could not, my family could not find other hotel either. After 3 hours waiting for their customer support response, we got nothing. My family (my wife and I and 2 little kids) had to sleep in the car along the street after 7 hours driving. The kids cried whole night and we almost did not sleep. The night was awful not only because we were exhausted, but also because of the bad customer service we received from Hotwire. My family long weekend trip was ruined by Hotwire and we did not have any mode to enjoy the long deserved vacation. Hotwire only refund my money back. The so called compensation is to give me 50% credit for next trip and must be used within one year. The bureaucratic customer service and bad company policy make me never use their service any more, basically the compensation means nothing to me. We will never use Hotwire again. This appears to be an ongoing issue with this company and how they handle their customers. I am very disappointed in this company.

Sept 8 2018, We booked a hotel through hotwire that was advertising the price in Canadian dollars as shown in the screen capture we will include. Once booked my wife noticed the currency was now showing us $. We immediately tried to call and cancel or get them to honour the price in Canadian $, but was told they could not help us. Seems like bait and switch to us, and very surprised that no compensation (even partial) was given considering the circumstances and the evidence we had showing we were not imagining things. How can an organization as big as Hotwire not have a process to resolve disputes like this? They seem content to just hide behind the fine print. If no solution is offered it certainly will be the last time we, or anyone we can share our experience with, books with hotwire.

I'm just trying to to figure out y every time I use this funky [censored] site y'all stay sending me to the same dry [censored] hotels like zero [censored]in variety! It's always the same one! I don't want to constantly stay a no stankibg [censored] Extended Stay I'm So Pissed You [censored]es Need To Do Better Just because a MF give a place a decent review don't mean I want to [censored]in stay there every mu [censored]in time you stupid mf! And I swear to God if you blame it on a computer I'll be even more pissed! Excuses are for those who [censored]in make them
Sincerely pissed the [censored] off! And won't be using the site NO More . Just thought y'all should Kno how [censored]ty the site is so y'all can fix it before you get another pissed off mf

I'm a long time user of Hotwire, previously I was a fan of the company and the deals provided. With recent plans to rent a car of course I would use Hotwire. Of course my plans change and I no longer needed the rental. When contacting (8/22 @ 5:30PM CT) your office in Manila Philippines I spoke to Mike (Case # [protected]) and explained to him the situation. He could only regurgitate policy and was unwilling to assist. I requested to speak to the supervisor several times, after the 8th time Mike finally transferred me to Hanna (supervisor). Hanna of course wasn't any better, she had a poor attitude and wasn't willing to assist. She mention that the car I selected was a Hot Rate car and couldn't be canceled. I informed her that all the cars at Love Field were Hot Rate, which was manipulative in itself.
I simply want to cancel reservation and refund my card.

I booked a car for SFO & it showed up as Oakland airport. I have used your services as has my employee's for many years. I tried to correct the mistake & was told it woyldn't Be a problem then was told it would cost 4 times the amount of the booking. Total rip off. I will share this on every social media format possible. I will never use your company again. So much for customer loyalty. You guys are truly a ripoff. Dr. T Springfield

I booked a room with Hotwire and let the agent know I would be getting to the room late, he said that was ok they would hold the room. Called on 8/19 spoke with Lenard a rep and Erick a supervisor who could not help me, very combative and unprofessional with an upset customer. Unwilling to help or resolve quickly, wanted to give me a case number because there were no notes on the case, unable to get into the room stranded on the street with three children and both representives didn't seem to care. Unprofessional, uncaring, inhumane, Hotwire.com

I notified Hotwire immediately about the discrepancy of my booking informaton and the actual details of the hotel policy, that was not included in my reservation information. The first agent was not willing to listen to my issue so I requested to speak to his manager. While speaking to the manager, she was very rude and said that she was not going to assist me. I asked to speak with her supervisor. She stated that she was not going to do that and that she was disconnecting the call. After all that, I am out my money and now have to sleep in the car with my kids. Will never use hotwire again. This appears to be an ongoing issue with this company and how they handle their customers. I am very disappointed in this company.

I found myself homeless for a night and was able to get money so I wouldn't have to sleep in my car. I made a booking at around 1030pm with all the money I had left. I get to the hotel, and they inform me they didn't take people who lived in the same county. Told me she would make no exceptions and she has told hotwire to stop doing it. She said I could call and have you all transfer the reservation or get me a fast refund. Called your number to be met with unempathetic people who told me oh well, nothing we can do for you but give you a refund and you'll get it in 1-2 days. How does that help me tonight? I got basically told to have more money. I found myself in a bad circumstance and your company just made it 100 times worse and here I am, sleeping in some parking lot in my car not able to open windows because of the mosquitos. You're company made the mistake, why do I have to be out my money without a room I paid for dealing with what I was using your company to avoid. Disrespectful and misleading. I will not stop until I get adequate compensation, not my money 1-2 days later. And at 11pm. Are your guys in America because I was told that at 11pm, I can reach someone from my bank. No bank is open at that hour. Thanks for taking my money and still making me sleep on the streets.

Rented a car online. No car available when I arrived. Service agent was rude and used the excuse of not being to understand my Venezuelan girl friend. She speaks good English. When in called him he said we needed to rent a car somewhere else. 290.00 additional cost to rebook somewhere else. I called "Hotwire customer service and they offered me a 20.00 coupon for a future rental. This is terrible customer service and is simply not acceptable. I expect someone from Hotwire management to call me and propose a way to correct the situation or I'll will not do business with Hotwire going forward.

Thanks

i booked a hotel in vilnius old city, and you clearly stated that this hotel is in the old city. you also mentioned its air conditioned. (its not)
more important:
the hotel is a 15 min. walk from the old city. i just recovered from knee surgery, and find this very disturbing.
i plan to book another night on the 21st, but now have doubts about hotwire.
please get back to me at :[protected]@gmail.com
thank you
moti baror

My boyfriend and I rented a car on Hotwire. The only method of payment they accept is credit card and since my bf who was driving didn't have a credit card, we used mine. (I don't drive) The payment went through and we got a reservation. We took a taxi to our rental location at la guardia airport, waited more than 30 min for the Alamo shuttle bus to arrive (Alamo is horrible too, shuttle is supposed to come every 5-7 min, customer service kept telling us there was traffic but when we drove to the location there was no traffic on sight, and other rental shuttles kept arriving) when we got to the rental Alamo told us in New York State the liscense and the credit card name has to match to rent a car and that there was no bypassing that. Why did Hotwire let us waste our money and make this reservation ? I did get a refund back but by then it was too late to find another way to make it to an event we paid tickets for that we were supposed to attend. Not to mention the $40 round trip on taxi that we had to spend to get to la guardia. Very unpleasant experience, never using Hotwire or Alamo ever again.

Your Hotwire confirmation number is [protected] - I booked a Toyota Rav 4 - had the gentleman at the Thrift desk - completely take advantage of me - he way lying to me about what cars they had . I asked for an upgrade and the price went from $348 to $848. He kept telling me there were NO cars in between the Rav 4 and a Tahoe. He left the desk multiple times and went off not coming back for 10 minute clips. Finally I tracked down the manager, Pearl, another winner. She said she had a car in the middle of the two price range - then she took off and said nope - she then gave us the car for $768. Way too much - I could have gone to Enterprise where I have a very strong relationship. The area Thrifty was in was unsafe and scary too. We felt pressured to get out for our safety and took the car and did not want to spend $400 over what we booked. He even told me he did not even have the car we booked.

The car was never checked by anyone - we literally took the keys from inside the car drove off with no paperwork indicating mileage, features of the car . All in all a terrible experience and I want my money back - they misrepresented themselves and took advantage of a woman and her husband.

Yesterday I went through Hotwire and booked a hotel in old Montreal area and received a conformation with a map for the old port area, later to find when I google the hotel address it gives me a complete different area in which I booked and was given a hotel in the Festival area and not old Montreal area. I have been on the phone for 3-4 hours with supervisors in which they gave me an option to rebook but at a different price, but the thing is that I want the hotel in which I originally booked for the price I paid for since I booked everything correctly and I was given something completely different and it was not at my fault. In addition to that the supervisor had hung up on me twice already. Currently this a legal issue since it misleads your customers and giving them wrong information, and when trying to request a complaints number the supervisor refused to helped me and later hung up.
Please reach out to me soon as possible
[protected]
[protected]@hotmail.com
Thank You

I realize we booked a 2.5 star hotel with the Extended Stay America in Lombard, IL, however, we got much less than what we paid for. First of all, we had a terrible time even getting into the room. Thought maybe we had the wrong room, but no, the mechanism in the door just didn't work properly and my husband had to lean into and push the door with everything he had to finally get it open -each time. This is supposed to be a non smoking hotel but we smelled smoke as soon as we finally got the door open. Once inside we found our shoes sticking to the bare floor in the kitchenette area. A short while later I got up from the bed with no shoes on (obviously not thinking) and my bare feet were sticking to the carpeted area in the room. We found the window unlocked and we were at ground level - kind of a safety issue. The bathroom was a big deal because there was no shower curtain and the shower rod was pulling out of the wall. There were lots of paint flecks behind the door on the floor that were there when we got there and yucky grime behind the faucets that had been accumulating for some time. There was an empty roll on the toilet paper holder and about an eighth of a roll sitting next to it. There was however a full roll sitting on the top of the tank of the toilet. If the room had been vacuumed they certainly did not hit everything. They left a plastic pull tab and leaf on the carpet next to one another. The sink in the kitchenette had not been cleaned obvious from the bits of stuff still stuck to it. We thought maybe some of it would get cleaned when we left the room the next day, however, housekeeping never even came in to make the bed. It's very possible they couldn't push the door open to get in. I don't expect a beautiful room at 2.5 stars but cleanliness should be a given. This was a big event weekend in the Chicago area so there was no where else to go and no other room options within this hotel as we heard them tell some other hotel patrons. This was probably the worst hotel experience we've ever had.