Hotwire
Reviews and Complaints

I needed to book a hotel near Toronto Pearson airport for an over night stay to catch connecting flights next day. (Both before and after vacation) I chose to pick a hotel that was suppose to be in vicinity of airport. Although it selected nice hotels for the cost, they were 20 minutes from the airport with no shuttle service! It would cost be more than double in taxi fares. Being that the costs of hotels were non-refundable. It is just cheaper and way more convenient to re-book at closer hotels with shuttle service. Hard lesson learned, won't ever use this booking service again.
Hotwire- [protected] & [protected]
Resolution- refund or ability to rebook at suitable location closer to airport.

Firstly, prices on the website I was booking with were in canadian dollars and I was charged in American dollars, I had no way to go back and change my booking or review it once the payment was done. (we should have more service once we actually pay not less communication with the company)

Secondly, it is a shame that Hotwire chose to affiliate with hotels such as the royal eagle hotel in Paddington in London. It makes YOU(hotwire) look bad. The rooms do not reflect what was promised to me.

I had my trust in Hotwire because it was recommended to me, not only do I feel cheated, lied to and taken advange of, but the fact that there is no way for me to get satisfaction or money (part of it) back makes me sick to my stomach, a vacation that was suppose to be restful was stressful and dissapointing on many level.

This hotel should not have the rating it has, I have never felt this cheated. I truly hope that someone takes the time to read these complaints to follow up with "its customers".

F.

I booked a hotel with Hotwire. It wasn't satisfying the criteria I selected and so I decided to ring customer service. In doing that I called customer service. Keeping in mind I am calling from the UK to the US I was on hold for 10 minutes before my call was answered. I was then passed around to three different people who told me they couldn't help me or resolve the issue. I left the phone call feeling deflated and confused. The 40-minute call cost me £70 and the hotel (that wasn't worth the money or visit) cost £100. The hotel was used and I have learned my lesson. I would like to be reimbursed for my phone call costs as it was the inefficiency that has to lead to this ridiculous charge.

We booked the Hotel du Vin & Bistro via Hotwire on December 7, 2017 for a one night stay on December 8th. Please see the attached confirmation emailed to us via Hotwire.com.

We arrived at the Hotel du Vin & Bistro on the 8th of December and they had no record of our reservation. We were to pay for another booking in addition to the amount collected by Hotwire. As long standing and loyal Hotwire Customers, we request a full refund of $227.64 for Itinerary # [protected]

Thank you.
Very Respectfully

Robert Lansden

My fiancé and I stayed at the Saddle Brook Hotel in New Jersey on Dec. 8-9, 2017. The reservation was booked through Hotwire. The hotel would not check us in because Hotwire provided them with the wrong credit card number. After standing at the counter for close to two hours humiliated, the hotel employee got the approval fromhis supervisor to accept us. They went back and forth with Hotwire as we listened on loud speaker. The money was withdrawn from my bank account on Nov. 30, 17 which means the room was paid for in advance. I was embarrassed and frustrated at 2am after driving 6 hours from Pittsburgh Pennsylvania. The hotel was absolutely disgusting. Our room was dirty and infested with roaches and bedbugs. I was bit all over my body. No free breakfast was provided as stated by Hotwire when booking reservation. I reported the problem to the hotel and Hotwire and nothing was done. I am considering contacting an attorney and the health department since I am being ignored. Please assist with this matter.

DON'T BOOK WITH HOTWIRE ITS A BIG SCAM!
Dec.1, 2017
I book a Queen luxury suite in Puerto Rico
I was charged $637 for 1 night. The room that I was gave was not a Queen luxury suite it was a of the hotel regular suites that the price was half of what I paid for. Upon me calling to make a complaint and get a full refund I was placed on hold for 3 hours with the promise to spoke to a manager or supervisor. It take me 3 days to get this issue resolved in which I still didn't receive the relief I was looking for. Please don't book with this company it a big scam and the customer service is terrible even the managers are rude and disrespectful this company needs to be shut down and never open again.

I reserved a hotel through your secret shopper deal and the hotel picked was supposed to have been a 3.5 star hotel but after reading the reviews I am really afraid that this place might not be a good place to want to stay 2 days I mean most if not all of the reviews where horrible I understand your policy and do not want a refund but I would really prefer to stay in a nice clean environment. My family has used your sight several times and have always had really good luck. Thank you I can be contacted at [protected]@yahoo.com Thank you very much

My husband used hotwire to get us a room for my 43rd birthday. We paid online for a 3 star beach side hotel and what we got is not a 3 star hotel by the beach..the pictures that #hotwire used for advertisement was far from the truth. #hotwire advertised and what we got is different... I have taken a screen shot on what #hotwire used for their advertisement of a beautiful pool and when we got there the pool had algae growing and the hot tub was full of dirt with weeds growing... 1401 Atlantic Blvd, Neptune Beach, FL 32266 is not by the beach and this is not a 3 star hotel.. THis is a 1 star roach motel... False advertisement from #hotwire and I would like to get credit! I have attached the screen shot of the Hotwire advertisement and the screen shot of the actual motel is different hotel name but with the same address... FALSE advertisement!

I spent a total of 5 hours on the phone with hotwire trying to use my existing credit of $311.00 toward a new flight and was told serval times that the flights don't exists. What made it worse is in that 5 hours I spent most of the time on hold. I fell asleep! it was 1am and I had forgotten I was on the phone. I would search online and the flights are available to purchase. I tell them this they put me on hold and come back with a new answer that makes no sense. I'm extremely upset at the hot-wire service. I think they don't want me to use my credit because they want to pocket the money. Putting me on hold for an hour at a time is a way for them to get me to give up on the call. I mean how long can I listen to call waiting music. It was pure torture.

How can I not use my credit from a canceled flight. They already made money off me for the cancellation because there insurance wouldn't cover my reason of getting pregnant to get my money back in full and now I cant even use the leftover credit.

I will NEVER BOOK A FLIGHT ON HOTWIRE AGAIN. I suggest no one ever use it. The service is better going directly to the airlines themselves.

This in behalf of Mr. Roel Mamauag Bautista ticket # [protected] Airline code LKKSZQ booked for Nov. 10 at 1220 from Manila to Las Vegas. Upon checking-in the lady at the counter that his booking class is different from ticket class. Airline ticket was booked via a travel agent-Hotwire who found out at a later time they booked it as a V-class but for some reasons that only Cathay Pacific knows modified the said booking to an L-class. The lady at the counter is asking him to pay the airfare difference which in fact already paid in hotwire the amount of $422.30. Unfortunately, the above passenger was not able to board. I hereby, ask your help. Please book him the soonest possible time. As a matter of fact i myself called Cathay Pacific 2 days prior the scheduled flight and instructed to call Hotwire because there's a problem in the ticket which i did but Hotwire representative said that there is no problem. Then i called Hotwire again a day before to inform that Mr. Roel Mamauag Bautista cannot check in online and when i input the ticket it says needed validation. The Hotwire representative went it over with me with same result then she said that the ticket is confirmed and all the passenger needed to do is to do the check-in at the designated airport. I called two Hotwire representatives during this time but both did not able to help and put me on hold for hours. You just don't know the moral damages that Hotwire caused. The passenger might lose his job if he cannot get to Las Vegas before Nov 13, 2017.

10-2-17 / Case ID [protected] / Res# [protected]

Last night I received an e-mail from Hotwire offering me a rental car for the trip I already booked to the town of Kailua on the Island of Hawaii (Big Island); the email already had my travel dates filled in and the location showing Kailua, Hawaii.

I decided the price was acceptable and book it for my stay, but when I received my confirmation email it listed the pick up as the Honolulu International Airport.

I immediately called Hotwire customer service explained the situation and the mix up and that the booking should have been for Kailua, Hawaii Island not Oahu.
I also explained that I still had the webpages open from the booking and there was nothing referencing the difference Islands; Only "Kailua, Hawaii" not even a airport code.

The person assisting me (Janin) said she understood the issue and processed a credit to my Visa card, she gave me the price to be credited $241.50 and informed me that it would take up to 48 hrs for it to go through.

She then said she would re-book it for the correct island location (Hawaii, The Big Island).
A few minutes later she informed me she was not able to honor the same price and that the new charge would be almost double the original amount.
I informed her the new amount was not acceptable, at which time she informed me I had to book it at this price, or she would not complete my refund and cancellation. We had a long decisions and I explained the situation over, but she refused to honor the refund she already informed me was approved. I asked to speak to a supervisor and was put on hold for quite a long time.

After speaking with the supervisor I was still not satisfied and requested to speak to a representative in the United States. She denied to transfer me, stating "This is the end of the Line" and you can not go any further. I then requested a number in the US that I could call and again was denied. I then requested that she forward me a written denial to me email and again was denied. I then requested a Case Number for reference, and given the one listed above.

I tried calling several time today to reach a US representative but continued to only get location outside the US, and told to just keep trying until someone in the US picked up.

Please review the recording of this incident, as I feel there is a real lack of customer service, and rudeness of your over seas staff.

I have already contacted my bank to dispute the charge and plan on filing a consumer complaint if the situation is not resolved.

I would like to have the promised refund to my credit card honored or the original rate of the rental car price honored at the correct location on the Big Island of Hawaii (within a few dollars; $3-$4 per day).

You also need to make the Rental location clearer by also listing which island is referenced, as many of the island have the same town names.

I would appreacate a call ASAP at [protected]

Thank You
Douglas Belt

I paid extra for a hotel that included breakfast and had a pool.

I did not get breakfast or a pool.

Instead I got, cracked pealing ceilings, dried urine on floor dirty rooms and an Indian clerk that had a attitude. Not to forget the soda left by a previous customer and hair on the bed that is not mine.

I went called Clarion and they told me to let hotwire know.

This is false advertising. I could have gotten a better room that did not say breakfast and pool for less.

This above reservation was made at Hertz at the PHL airport for pickup at 10:30AM on Oct 17. I arrived at the Hertz counter about 10:30AM and presented my Hotwire Confirmation # and Hertz Reservation #. The Hertz computer printed out incorrect price information and the wrong amount of my prepayment. It took almost 45 minutes before I was able to get a car at the prepaid price, and then only after the Hertz location manager approved the reduction in price from what the Hertz computer showed. To make matters worse the windows on the car I was given were filthy, particularly the inside of the front windshield and the side mirrors, which made driving in the sun very difficult.

I made a flight reservation from La Crosse, WI to Merida, MX in June. The trip is scheduled for Feb. I have since received several emails from Hotwire that a change has been made to my itinerary. Delta cancelled one of the flights for the return trip, and Hotwire can't seem to find an alternative. I have spent over 3 1/2 hours on hold with the Hotwire representative. I just got another email about this situation. I refuse to call again and waste time on hold, and get nothing resolved. That last rep I talked to said there are no alternative flights from Miami to Chicago. I could take a taxi!

To Whom It May Concern,

I am extremely unhappy with my current situation and the fact that I am unable to speak to anyone at Hotwire regarding my situation as told to me per Gem Sunday 10-15.

I paid $401 on July 22 through Pay pal and they in turn paid hotwire for a reservation for a Hot rate for the Peninsula in NYC for the weekend of Nov 4-5.

I called the hotel with a question yesterday and they have no record of a reservation! I am glad I called to check! I was on the phone three times yesterday with hotwire and also with Paypal. It was a very stressful way to spend my Sunday.

Paypal gave me an invoice number showing me that Hotwire was paid and the transaction was "completed not reversed". Why do I not have a reservation when I clearly won the Peninsula and paid for it?! Now I am told it will take me 7-10 days to get a response via email? That is not acceptable seeing that I leave for NYC very soon and need this rectified.
The invoice number given to me by paypal is [protected].

Please advise me of what you can do to get me my room at the Peninsula AS SOON AS POSSIBLE since you have had my $400.00 since July and I have no reservation.

Sincerely,
Karen Fries
[protected]@gmail.com

I made a reservation through Hot Wire for 3 people. Once I received my hotel confirmation, I called the hotel that I was assigned to, to confirm the reservation and beds. When I spoke with the hotel, Residence Inn San Marcos, California, their Front Desk Clerk girl said that I am assigned a king bed and a pull out sofa. I explained to them that I have a disabled person with us and we cannot have a pull out sofa and it is an unacceptable sleeping accommodation for a reservation for 3 people.
When someone is reserving a hotel room, you always should get an actual bed for each person. A pull out sofa is not an acceptable bed.
That's just like giving an air mattress or a blanket and pillow to sleep on the floor.
I then called Hot Wire back talked to two different representatives there, one being "William" a so called supervisor. I explained to him that it is not fair to Hot Wire or me the customer because they are being mislead.
William was very short, rude and did not care what I had to say. I don't even see how you can have someone so unprofessional as a supervisor.
I would appreciate a follow up regarding this situation.
Thank you for you help and time,
Tiffany

I booked a car rental for 4 days starting October 8, 2017. It was prepaid. I arrived at the car rental counter with confirmation, insurance, drivers license, and multiple credit cards. Agent would not honor the reservation. I had to get a car from another company. Hotwire has not refunded the prepay. I have notified American Express that the charge is disputed due to failure to provide service. Just refund my charge before I sue for contractual damages including the increased amount I had to pay for an at the counter rental.

On October.6, 2017 I received email from my bank about charges. Two charges were made to the hotwire.com. As I was on the phone with the bank my card was tagged again for a third time. I need to talk to some one in the fraud deptment. My phone number is [protected] and email is [protected]@yahoo.com.
The charge amounts are $77.18, $ 84.49 and $76.97

I used the on-line car rental item for renting a car from DFW Airport on 10/10 Tuesday at 10.am until Friday at 10.am. The very first item of my requirements was that I be able to return my rental to OKC the Oklahoma City airport on that Friday. I was attending a prophecy conference in Norman and planned on driving from DFW after seeing family and friends also my air flight was going to IND where I am currently living.
The true car rental was kept secret until the fee paid...it turned out to be Hertz Hertz confirmation code H4441078802 with Hot Wire Itinerary [protected]
The issue as I see it was the inability to cancel or change a reservation as this Hot Wire "Hot Rate" savings item was half of what it should be for taking a car anywhere except the point of origin. That bid was amongst multiple bids by several cost saving vendors ie expedia priceline etc. After I printed up the itinerary it states no refunds changes or cancellations. That was revealed after the taking of the money. (yes I am sure they will disagree with that statement) I am stuck having that come off as a "pending" charge of 161 US and that does not even include the taxes and insurance coverage that I believe was charged at the time of the booking.
Hertz was the car rental company they will not touch it as they are in contract with Hot Wire. Hot Wire will not do a thing about it. I cannot even get my bank USAA to 'contest' the charges until the pending gets processed. My anger is directed at the on-line screens and the payment of money in advance . The only recourse from hot wire was to cancel the transaction but only offer a new charge of double the price of the original for taking the car to OKC.
My desirable resolution would be to refund all money that was taken from my account via debit card/visa card transaction and cancelation of entire reservation. Let the Buyer Beware...the summary of charges is 3 days at 34.36 or 103.07 Insurance of 36.00 Taxes and Fees 58.93 Billed today was 162.00 contact email [protected]@protonmail.com booked on 10/04/2017. the vehicle was a Model Midsize SUV Toyota Rav4 or similar unlimited mileage Hotwire rules All Hotwire Hot Rates (registered trademark) "All Hotwire Hot Rates bookings are final. No changes or refunds are allowed Pickup/drop off must be the same location. All else said I have not taken possession of said item or service. I made it known immediately following the computer transaction that that was incorrect.

My daughter bought a ticket through Hotwire to visit her dieing grandfather. She also bought travel insurance. My dad took a turn for the worse so she needed to change her ticket. Hotwire told her to cancel her ticket, buy a new one then submit a claim for reimbursement on the original ticket. She did all this including a trip to my dad's doctor to fill out the required paperwork. The claim is being denied because they don't think visiting your grandfather before he passes is a valid reason to change your plans. Now she is out $550. Shameful, just shameful Hotwire.