Hotwire
Reviews and Complaints

Well I booked through Hotwire hot rate where before booking it states a 21 year old must be present at check in me I'm 20 and I'm the only one with a credit card so we used my card to book then once the place is revealed and my card is charged there are extra charges that then are shown so I called to get that straighten out and ask about the check in because it wasn't shown that I need to be 21 to check in I sat on the phone for serval hours trying to get to resolution. I understood that they say they can't do anything about it but I called the hotel myself to see what they could help with or even if I could get my money back. I talk to them they tell me they don't have my money for it that I should call Hotwire which I did talk to several people. Also talking to several supervisors offering to pay for the first night even though I won't be coming since I can't check in and no need for me to drive seven hours for that. They were not very helpful in the situation and the website was misleading with the check in situation. I was very patient with y'all but for y'all not to help in anyway it's very disappointing and I will not be booking through them ever again. It was 293 dollars wasted for something that at least half could be returned to me because the hotel has not even seen the money.

Have been trying to get a rental car refund since 1/29. We had to cancel our trip due to my 83 year old mother breaking her hip. She spent 3 weeks in the hospital. Have sent requested medical documentation in 6 times. Have repeatedly called and emailed. The answer every time I call is " we are so sorry. You will get a response in 5 business days." I never get a response ! So, here I am 2 1/2 months later still dealing with it. I am just disgusted! Res#[protected]

Case number: [protected]
Itinerary: [protected]

Would like to understand why I was over charged for taxes and fees on my purchase!

I have spent one hour on the phone with you guys, the Delta hotel, Expedia and Hotels.com to understand that I was charged 29, 64$ for booking fee from you guys?

Is this right? That is what I'm been charged for a single transaction ONLINE?

Room (2 X 119.49) 238, 98 $
Hotel taxe 3.5% 8, 36 $
Total 247, 34 $
TPS 5% 12, 37 $
Total 259, 71 $
TVQ 9.975% 25, 91 $
Grand Total 285, 62 $

Grand total should have been 285, 62$, please explain the 29, 64$ that was added to my bill !
Here in Canada, it's the law, you have to detailed all the fee, and it would be a lot more professional to do so!
There is 3 choices, first you can send me back the 29, 64$ that was over charge, second you can cancel my purchase or third I can call Master Card and ask for fraudulent transaction cancellation….
Regards,
Patrick Major

I booked a Hotrate hotel thats nonrefundable or modifiable and was given Extended Stay America Houston-Westchase.

After reviewing the Hotwire and hotel website deposit policy I tried to checkin. Theres a sign in the lobby differing completely with the online policy.

Online it states if you pay with cash, a $100 deposit in cash is required. Thats it. Naturally, booking on Hotwire I used a card, debit to be exact, to pay for my stay. Online there isnt any mention whatsoever about credit or debit cards, their requirement, or application to deposit.

Thus, it reads the $100 deposit isn't required if you aren't paying cash, which I didnt. (Again, zero mention of a credit versus debit card, applicability to deposit or requirements)

I wasnt allowed to checkin. Nor any refund or change. Hotel manager and corporate both acknowledged the discrepancy and said sorry but we are keeping your money. This location has its own policy.

Hotwire said they were keeping my money as well. Because its a nonrefundable, period. Sorry.

Yes, so did Hotwire. Supposedly Hotwire contacted them directly on my behalf to no avail or explanation. Huh? We can all read the current policy LIVE and agree I am being shafted.

This is not a country where written policy can be deviated upon to the detriment of customers without legal and PR ramifications.

I recently was unable to log into my Hotwire account online. It said my password information was incorrect. I would click on the "I forgot my password" link and Hotwire would ask for my email and tell me they sent an email to that address to reset the password. I checked my email for two days and nothing. I repeated these steps and nothing. I called Hotwire and after 25 minutes on hold I was able to speak to a real person. That person told me she resent me the reset email and hangup even though I swore to them I still never received it. Another similar phone conversation with a different rep at Hotwire occurred 9 more times over the course of three days with the same results. By the 7th call, I was begging to not hang up until I received the email to reset my password. Each time after 5 minutes of waiting they promised I would get it and hangup on my. I would have to call back and explain the problem all over again, swear to them I looked in my spam and all my email folders only to have the same result. Finally, on the 9th call I got someone who said they have encountered this issue before and had a workaround for entering a fake email into some form and they the correct one and I received an email to reset my password. I told him about all the calls and the need to educate the customer service rep on this issue and he was polite but, seemed not to care.

We booked a car through hotwire for December 2017 and had to cancel it on the last minute due to some medical emergency. They had no issues and stated that refund was being processed. It has been 3 months and we have contacted the customer service several times, they always have the same answer "refund has already been processed, our supervisor is looking into this". But I have not received any refund yet.

Reservation #xxxxxxx7825- confirmed one night at hot rate (Hotwire) price for 3 queen bed room for 4 people. Paid. Received confirmation of 3 queen bed room at Radisson. Arrived for check in and was pre-assigned a handicap 1queen bed room. The employee ‘David' saw the assignment and verbally stated that wouldn't work. I said my confirmation was for 3 queen bed. He stated that a 3queen bed room is not available at this hotel. Only had available two double bed room. He stated the 3rd party sites "list whatever they want to get you to book" and this was made per Expedia which is parent company of Hotwire. He could see the reservation was for 3queen bed. Due to start of busy spring break weekend was limited on what room typess that remained available. I had no choice but to accept due to the Hotwire policies of no change or refund.

I'm strongly concerned that the no refund or change policy for the buyer is not equal to the represented confirmed reservation that is given to the buyer. Fix the Hotwire site to match hotels available and the room types available. I would not have booked it if truly informed of option.
Susan

I made a booking through Hotwire that turned out to be a hotel that has a major bed bug problem. I am willing to upgrade my booking and paying more to stay at a different hotel, but I was told to go and stay at this hotel first and then file a complaint if something happens.

This is a health related concern and it is unacceptable that Hotwire has a partnership with this hotel in the first place - let alone not allowing me to upgrade (not cancel) my booking.

The call center agent has been totally unwilling to collaborative and hung up on me as I wasn't trying to find a solution to this problem.

Have boomed over a dozen times with hotwire. I've never has any issues. I always look for 2 rooms for 2 adults and 2 children. We always gotten 2 rooms. This time around I requested 2 rooms and when I called the hotel to confirm my room type I was told it was a studio. You can imagine my surprise! I than tries to call hotwire for assistance. The first agent I spoke with provided terrible customer service. She made no attempt to acknowledge my reason for calling or offering any empathy or assurance of help. She simply read me my itinerary. Literally repeated herself 3 times. I asked to speak to a supervisor who was even worse than the agent. She came on the line ready to shut me down. She didn't even check to see if I was still on the phone considering I had been places on hold for such a long time. She went straight into tmrepeating my itinerary once again. She waa rude and basically told me too bad. I called the hotel to see if I could get some assistance because your customer service was no help! Even though the hotel told me there wasn't much they could do because the room waa booked through hotwire but ahe was nice and at least tries to help me out. She at least offered me options. She offered for me to pay an upgrade fee to change my room. My option waa not good becauae it would be an extra 100 dollars to get into a room I alrrady thought I was getting and I jutmst can't afford to pay any other 100 becauae you guys screwed me. If I request a 2 bed room that's what I expect. Not a studio that doesn't even have 1 room. No one will help me! This is the worst customer service I've even received. I've worked at call centers for over 22 hrs I manage and I would NEVER treat a customer a poorly as you have done. I've been managing about 15 if those years. After over 20 bookings I e don't through hotwire that will be my last. I was even told by the 2nd cyst service agent I spoke to that there is no customer complaint line. There is no corporate office. There is no CEO. Really? That's awful service and it's a shame you ALL don't care about 1 customer because you have many. I am not willing to spend that much money on something that is NOT what I asked for.

Hello Hotwire team,

I booked Itinerary [protected] the past week for a stay in Blue Mountains in a 4 star-hotel. (Hyatt, Sheraton..)

Finally ended at the Blue Mountain Resort, which is not a 4 star-hotel but a 3 star-hotel. This place basically did not match the expectations and standards of a 4 star-hotel.

Confort of the room, set up, bathroom & service were for sure far away from a 4 star-hotel standard.

When we get back I checked on Google and saw that this place was a 3 star-hotel.

I am a Hotwire customer for few years now, each time I booked a 4 star-category stay I got nice places with the required standard and service except that time.

I basically paid CD 438.85 for a 2 night-stay that did not worth it. Hope you will understand my disappointment remove this hotel from the 4 star-category and give me a refund.

Looking forward to hearing from you,

Lucie. [protected]

Hotwire confirmation number: [protected]

Hotwire reservation confirmation received on 3/8/18 at 11:24AM. Reservation time was 11:30AM on the same day. Waited around 40 minutes to get to the Budget counter. Then the customer representative told me the Compact car I reserved was not available and I had a choice between spending $10 more per day to upgrade to a small SUV or wait for a Compact car to become available. However, the customer representative had no idea when a Compact car would become available.

I asked the customer representative whether there was a smaller upgrade I could get (since there were only two of us traveling together) and was told nothing else was available. Why confirm my reservation if nothing was available? The whole scenario appears to be a ploy to lure customers in with low pricing through Hotwire, then force them into an upgrade that they don't need.

There was no other choice offered to me at the counter. My choices were (1) pay for the upgrade and make it to my afternoon appointment or (2) wait indefinitely for a car at the compact level to become available.

I booked a hotel through the hot rate policy. I was happy to oblige with the policy. When I booked the room it stated there was a $12 per day resort fee. I was happy to pay for that. It also stated parking was not included, however, did not state the parking fee as it did the resort fee. But I was happy to pay for that. After I was excited to find out what hotel I had gotten, I then called the hotel to find out about the parking fee. They then inform me that it is a fee of $62 per day. I about fell over off of my chair. I would never stay at an establishment that chared $248 for 4 days of parking! I am a reasonable individual. $62 a day for parking is outrageous. I was happy to pay $30, but $62. I feel that Hotwire should have noted the price of the parking, just as they noted the resort fee. I am extremely upset that I spoke with Joy from Customer Service and she proceeds to tell me that she cannot cancel the room and refund me my money because it was a hot rate hotel. I would agree and understand this policy if ALL fees were outlined on the website BEFORE I booked the room. They knew the amount of the resort fee, they should have the parking fee on there as well. That would have changed my mind about booking this hotel. Hotwire has an UNREASONABLE policy! They should for good business practice, openly inform all fees of a hotel. I feel that I should either: 1. Be reimbursed for the parking, or at least half of the parking be reimbursed due to this neglect on their part. Or 2. I should be able to cancel my trip and get a 100% refund! I will never book again with Hotwire!

Today I was scheduled to travel from Jacksonville, Fl. to Charlotte, NC to visit my son and family. My son called me at 6:30 AM this morning advising cancel the trip due to family illness. (My son, wife, and grandson were sick with flu).
They did not visit a doctor or hospital, for documentation. They are recovering at their home. If we had visited, there would be likely possibility of transmitting to my wife and me. I cancelled the hotel reservation (Hampton Inn) and airline without penalty. I called Hotwire (Philippines) and with communication language difficulties, was informed I could not receive a refund. I called Dollar Car Rental and they stated, " Hotwire can only refund". Dollar Rental Car stated, "they do not receive the funds until the car is rented". The Hotwire representative in the Philippines, stated, "Hotwire must have written letter from a doctor of my son's family's illness". As previously stated, "my son's family did not have a doctor treatment", therefore no written letter is available.
Hotwire has my payment for the car rental. I request my payment be refunded. I have been a Hotwire customer numerous times. I intend to use Hotwire in the future. If this claim is not resolved to my satisfaction I will not return as a Hotwire customer.
JW Steele e-mail ([protected]@att.net)

I thought I was paying for a four star hotel only to fly to my destination and it's 2.5 star. I am very upset because i was not accomadated at all by hotwire. There were cracks and dust and chipped paint. Dirt on the shower curtain the floors were dirty and hotwire wanted me to spend more money to get another hotel and wait a week for a refund. when i already paid $305 dollars and they wanted me to come out of more money or else they could not help me, after all they are the ones who are false advertising. I want a full refund of my money.. once u see these pictures u will know this is not a 4 star hotel

Did my hotel reservation and my original booking was 4.5 star penn station area . February 24-25th 3 people for $148 + taxes and fees $52.02 + insurance $8 total $208.02 . My confirmation # [protected] . But confirmation email sent me different charges for $ 216.74 as total . Tried to contact customer service and also sent screenshots to them, they did not resolve the issue. I made my booking for $208.02 and got charged for $216.74 .

I was unable to check into my room on Wednesday Jan 24 in Kissimmee, FL. When I arrived at the hotel there was no one at the hotel. When I called the hotel all I could get were voicemail boxes and security who says that they aren't able to check in guest. Stating that their hours of operations are from 7am to 11pm. No where on my confirmation was this crucial detail listed, had I known this I would have been able to take appropriate actions to deal with this before I left on my trip. I would Like a full refund of my purchase price of $121.12, plus $150 for the aggravation of trying to find a hotel room at 1am and to supplement the additional cost I had to pay to find a vacant room. Which was not easy!
Thanks,
Ethan

I am a Canadian Citizen. I purchased a flight from Vancouver, BC (YVR) to LAX, Feb 3, 2018 - Feb 7, 2018. At the time of payment, I checked off the Total Protection Plan. Not at any time was I alerted to the fact that this insurance plan is only eligible for US Residents. How was I able to purchase this flight and insurance and I'm not even eligible. I called Hotwire 3 times. I was only alerted to this after my friend who purchased the same flight, received an email stating that she had the wrong insurance and was provided a refund. So when I called, I was told it was too late for a refund, but my friend received a refund the same day that I called? Oh and on the 3rd call, I was put on hold indefinitely - they never came back.

________________________________________
Total Protection Plan
Sat, Feb 3 - Wed, Feb 7
Itin # [protected]
Policy # [protected]
You have purchased the Total Protection Plan. Please refer to your itinerary number when calling to ask questions or file a claim.

Booked a room through Hotwire at the Quality Inn and Suites on Fri. Jan 13th. The hotel did not allow me to check in due to the heads up of cancellation from the inquiry of a hotwire associate whom called in advance to the front desk of Quality Inn and Suites. Since upon discovery of refusal to check into the Quality Inn and Suites, I was promised a full refund. I never got that refund.
After numerous times of calling the customer service call center, which is out-sourced to the Philippines, the call center refused to issue a refund and was adamant that this topic was under review.

My father in law passed away in April 2017. Flights and dates of the funeral moved around and Hotwire issued me a credit to use in the future due to one cancelled flight. I tried to book another flight using the credit. Flights are from Columbus Ohio to Dublin Ireland btw. Hotwire said we must use the credit for the same airline(aerlingus) and same flights. Attempted to do this as well as book a companion flight. Same flights aren't available so they said we'd be refunded the credit amount. 3 calls to customer service (3 hrs a shot) and we were given a case#. 2 more calls and I was assured that a supervisor had approved a refund...verified cc# and I was assured within 24 hrs I'd receive an email sating the refund was processed. 7 business days until the refund would show on cc. 10 (business days) later and NOTHING! I have yet been able to speak with a supervisor and these reps in the Philippines know noth8ng outside their scripts. I will keep trying, but my outlook is not positive.

I rented the car assuming that there would be a upgrade. The add was very misleading and the people were very rude and did not care when I said this was very misleading. She actually told me to car her boss and complain because they won't do a thing. DOLLAR IS THE WORST COMPANY FOR CUSTOMER SATISFACTION. She said to me. I am going to write to my cousin about this and she works for a big newspaper in Canada. It's happened before with dollar and hotwire. I am so upset about this.