Hotwire
Reviews and Complaints

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.

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.

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.

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

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 - 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.

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.

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 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. 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. 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 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 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. 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.

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 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 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.

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 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 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.

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!

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. 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!).

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.

I selected a rental car from Hotwire.com advertised as an on-site airport service. Before booking, I verified the address and hours to ensure it was truly on-site, as I had an early flight and needed to return the car early. The confirmation email from Hotwire stated the rental was on-site with hours from 5am-11:59pm. However, upon arrival, the rental wasn't at the airport and the hours were wrong. I couldn't return the car early due to the off-site location lacking after-hours drop-off. Economy Rent a Car informed me they've unsuccessfully tried to correct Hotwire's information for 2 years. Hotwire keeps selling a non-existent service. I wouldn't have booked if I knew the actual details. Hotwire won't alter my booking, and Economy claims only Hotwire can. I want a refund or a billing adjustment for the early return and extra costs incurred. Hotwire should ensure accurate booking information and not sell fraudulent services. I wish to cancel the rental, but neither company will take responsibility.

I have booked a hotel for Nov 7 to 11, 2022 (Itinerary omitted). On Nov 8 night (around 11pm) me and my wife both got bitten and my wife found fleas on the hotel towels. I have photos to prove if needed. I immediately contacted Hotwire via chat. The customer representative took a long time before she confirmed she would rebook another hotel and issue a full refund for Nov 8 - 11. She asked me to leave the hotel immediately as the refund had been issued and I could not stay due to 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 to, as it was 1am. She confirmed that I could check in as soon as I had checked out. Concerned, as it was the middle of the night and we had nowhere to stay with our luggage, we followed her instructions and went to the hotel she rebooked. After a 45-minute walk, we arrived at the hotel, only to be told by the staff member that there was no booking for us. He then asked us to leave because he needed to sleep, and there were no guests expected that night. It was 3am, and we were left outside in an unfamiliar city, spending the night on the sidewalk. The next morning, I contacted Hotwire again, and a different representative informed me that the previous night was not fully refunded as the hotel refused to refund the full amount, which we were not aware of. We struggled to find another hotel at the last minute and had to book the only available one for $500 a night. There are more issues to raise, but I have reached the character limit.

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

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.

On August 13, 2022, my fiance and I booked a hotel room via hotwire.com for September 3-7, 2022. The reservation was made under his name with my debit card. Due to unforeseen circumstances, he had to arrive a day later. I contacted Hotwire on August 30 to request adding my name to the reservation. I was told the hotel's contact for such requests was unavailable. Later, I was informed that Hotwire had faxed the request to the hotel. At check-in, the hotel had no record of the fax, stating they only accept email requests. The hotel did accommodate an email request from Hotwire that evening. I reached out to Hotwire by phone and chat, receiving inconsistent responses. The department needed to resolve my issue was unavailable, and I was told to call back later. Hotwire's policy was to only send faxes, not emails. They offered store credit with a $20 cancellation fee, which I found unfair. I had given advance notice to prevent this issue, Hotwire failed to manage the situation, and the alternative they provided was not equivalent as prices had increased.

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.

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.

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.

After booking a room for 1/13/22, I reconsidered staying at the Miami Regency; recent negative reviews have complaint after complaint pertaining to safety and cleanliness. Also, the hotel was involved in a high profile criminal case that made national news, with a 2019 20/20 special about the 'Suitcase Rape'. This was not a safe place for me to stay, so I contacted Hotwire's customer service to cancel my reservation. They acknowledged my safety concerns and agreed to call the hotel to cancel my booking and refund the total amount of $114 to my card. My agent attempted to reach the hotel with no success and offered me two options: a refund in Hotwire credits minus $20 immediately, or to have an internal team work on getting the hotel's consent for a card refund. I opted for the latter. Later, I was informed that the team couldn't reach the hotel and I was issued a 'Hot dollars' refund, which was not ideal due to the serious safety concern. I was told that efforts to contact the hotel would continue until the day before check-in, but they stopped a week early and issued the unwanted refund. Customer service was unhelpful and dismissive of the safety issue. Hotwire should reconsider their partnership with this hotel.

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!

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.

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

On December 16, 2019, I booked a hotel in Vancouver, Canada for a one night stay on July 1, 2020. On January 29, 2020, I booked another hotel in Anaheim, CA for a six night stay starting July 6, 2020. Unfortunately, I couldn't proceed with my travel plans. The hotel in Canada was unreachable due to the closed Canadian border, and the one in Anaheim was opposite Disneyland, which was also shut down. On June 15, 2020, I followed Hotwire's procedure to cancel both hotel bookings. After cancellation, Hotwire's trips page indicated they received my request and would update me via email. I have screenshots of this message for both cancellations. Aware of the high volume of cancellations Hotwire was handling due to COVID-19 and their notice that refunds might take up to 30 days, I waited patiently. By the end of July, having received no communication, I contacted them and was informed that they couldn't refund me as the travel date had passed. I clarified that I had cancelled before the travel date. They couldn't find my cancellation and asked for the screenshots, which I tried to submit via online chat but was told they weren't necessary. After more follow-ups and mixed messages about needing the screenshots, I was finally told they were not acceptable as they were not of a refund confirmation email, which I never received. This has been the crux of the issue. Despite cancelling in time and following up repeatedly, Hotwire has neither processed my refund nor provided any updates. They have been unresponsive and unhelpful, leaving me without a resolution and ignoring my attempts to resolve the situation. It's clear that Hotwire's handling of this matter during the pandemic is unfair to consumers.

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.

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.