Hotwire
Reviews and Complaints

Submitted a reservation for a car rental — only to get there and find out that they didn't have any cars and that I would have to wait an hour to an hour and a half. So I paid an Uber to get me there on time for what?!?

So now I'm going back home until they call me... seriously Hotwire? Low price guarantee, right? What about guaranteeing the inventory is actually available?

Time to start using a new site.

Dear Sir, Madam,

I write this e-mail to complain about the Hotel Medplaya flamingo Oasis in Benidorm.

- Hotel confirmation [protected]
from 18 to 23 September a 4 stars hotel, price 84€ instead of 167€

My Girlfriend and I were very interested by the Hot rate offert, normally the price was 167€ per night and we paid about 85€ with this offert. It is a lie on your website!

But, when we discovered the hotel we received, we checked on booking.com and we could have for the SAME PRICE = 85€ = bed choice and all meal included! the "Hot Rate" don't really worth it!

Here we ask at the reception to get a room with a double bed and they said it is not possible we could only get 1 with 2 beds!

For a 4 stars chain hotel, we expected more services as a minibar in the room or room services, even those services don't exist in this hotel!

furthermore, we didn't get wifi. we are using our data to write you this mail!

We attend from your company a goodwill gesture, as a change hotel or a refund!

With booking, you can cancel without any fees, we are expecting the same from Hotwire.

Hotwire is supposed to sale gooddeals high chain hotel but in this case we are really dissatisfied about this hotel. You also may check if the hotel deserve a 4 stars or not! in this case I think you should put it off of your list!

We are attending news as soon as possible! the previous hotel we received from Hotwire, Melia in Valencia, was awesome, but this one is horrible in all way!

You may check on melia website the price for 1 bedroom.
https://www.medplaya.fr/book/step1

https://fr.hotels.com/ho293455/?q-check-out=2017-09-23&FPQ=3&q-check-in=2017-09-18&WOE=6&WOD=1&q-room-0-children=0&pa=1&tab=description&JHR=5&q-room-0-adults=2&YGF=0&MGT=5&ZSX=0&SYE=1

Sincelery,

Andres Morelli

United: HXMMN 9/16/2017 CMH to Portland NOT ticketed as promised by Hotwire representatives numerous times.

Alva M Teets
Craig L Cohen

Rebooked on 6/13/2017 from previous itinerary #[protected] for
CMH to Vancouver BC 10/11/2016 2 round trip tickets United. Paid additional $210.68 for fair change at that time my credit card was charged to change the ticket for a flight from CMH to Portland.

24 hour check in prior to flight time was refused online by United. After discussing the apparent non-ticketing of this flight by hotwire… Hotwire representatives continued to say the flight was ticketed and confirmed. Unfortunately, they were addressing the old CMH to Vancouver BC from 2016, not the current flight from CMH to Portland. Subsequently, we were being required to pay an additional $1500 for the trip by United and thus did not take the trip.

I've contacted the trip insurance company, Better Business Bureau, Elliot.org and now you for some resolution to the mishandling of the rebooking and additional charges for that rebooking… Your prompt response is greatly appreciated.

On September 14, 2017 I used the mobile app to make a reservation and have used hotwire in the past so I was searching for the option to use a debit card and could not find one anywhere on the app. So I thought my reservation would be fine since it went through and hotwire took my money. When I got to the airport hertz informed me that they could not rent to me with a debit card and hotwire did not notify me that debit cards are not accepted until after the reservation was confirmed and now the hotwire customer service refuses to give me a refund. My confirmation number is [protected]. I will be disputing this with my bank. But I am very dissatisfied and would like to have this situation rectified.

My name is Sean Hampton. On Saturday, September 9, 2017 I reserved a room at the Royal Regency Hotel in Yonkers. I used my visa debit card on Hotwire.com to reserve the room. When I looked at my Chase transaction history, I saw that I was billed 185.26 twice on Hotwire.com when I only made one purchase of 185.26. I was also billed an additional 280.00 by the Royal Regency Hotel for reasons unknown. I was only in room 237 at the hotel. When I tried to make a complaint at the kiosk I was told there was no management at the hotel to assist me. The email I used while making the purchase is [protected]@yahoo.com

We booked a room on Sat and according to the providers listed believed it to be one of 4 indicated on the site. Our stay was in fact booked at a location that
Is a place that doesn't have a phone service initialized. Both Hotwire customer support and myself tried 4 times between us. This is a safety concern
The hotel is in a questionable part of town that I don't feel safe in and NOT in the vicinity indicated.
We were charged a 12.61 tourist tax which is illegal to charge local residents which we are.
We were horrified to learn where we were booked and if we knew that hotel was one that Hotwire partners with..we never would have booked it.

Again this is a safety issue. This place is known to frequent prostitutes and is in a sketchy part of town.
No phone? What happens in case of emergency?
I have used hotwire many many times and have always been happy but this will be the very last time..I can assure you.

All we wanted 10 min post booking.was.to switch to one of the 4 hotels listed for the same price. Any other place or room would have been better and definitely safer.

Budget prices or not...innocent paying customers should feel safe.

Calls to customer service are ineffective but maybe consumer complaints and the use of social media might be.

Angela Hartlen
James Duchesne
Booked at the Cannuck Inn Niagara Falls Ont
Sept 9. 2017

I rented a car through Hotwire.com at the great rate of 27.00. There is nothing on their website that discloses the exact rate they charge you for fees. My total was 908.85 with 345.00 in fees and taxes. They refused to cancel the reservation and refund my money or reduce the fees. Both customer service rep and manager Gia O. Badge # [protected] were very rude and refused to help. This website is a complete scam I asked for a corporate phone number the manager said she didn't have that information. Total red flag as scam refusing to give this information. Hotwire lures you into thinking your getting a "great" rate when all along you could've gotten the same or better rate through the rental car company directly. This is not a money savings option it's an option to get scammed and treated with horrible customer service. How they run this company should be illegal and another class action suit should be filed. In August alone they've scammed hundreds of people. Stay away from this company and file a class action suit if you have been scammed.

Itinerary #[protected]. I booked a room for Saturday, August 19th to Sunday, August 20th which I booked through the Hotwire website. The room was $136.54 taxes being $21.84 coming to a total of $158.29. I just checked my bank statement and Hotwire has charged me $207.35. This is not the first time I have had complications with Hotwire when it comes to booking and price matching. I also booked with you guys a few months ago and was overcharged for a room that was not functional. The television was broken, lights did not work. I do expect to be reimbursed or compensated for the continuous bad experience through this company.

[protected]@my. centennialcollege. ca

booked a room on 8/12/17 through hot wire got a room at the hyatt regency pittsburgh hot wire website said free parking and breakfast which this location had neither i had to pay to park and no breakfast unless paid for. that is false advertisement and would like a free room or my money back. how do i go about resolving this situation i will not put my credit card info on here for them to search my record

FORMAL CLAIM FOR REIMBURSEMENT

We booked a “Hotel” with your company for the 26th of May in Toronto (Pinacle Suites located in 5 Hanna Street). In the confirmation response it was clearly said that we did not needed further confirmation and we could arrive at anytime that day. My credit card was charged with the complete fee plus taxes.

Thanks!
Your reservation is confirmed. No need to call to reconfirm.
Pinnacle Suites - Trendy 2-Story Loft, Toronto
May 26, 2017 - May 27, 2017

Check-in and Check-out
Check-in time
4:00 PM
Check-out time
11:00 AM

Check-in policies
Check-in time starts at 4:00 PM
Minimum check-in age is 18
Your room/unit will be guaranteed for late arrival.

When we arrived to the “Hotel”, tired after a long journey, with our suitcases, expecting to have a pleasant stay, we were confronted with the unpleasant surprise that there was not record of a reservation in our name and the person in the front desk told us that this location was not a Hotel and the owners were not allowed to rent their units.

This is misleading information, since in your page the place is advertised as a HOTEL.

Pinnacle Suites - Trendy 2-Story Loft
5 Hanna Avenue, Toronto, ON, M6K 3E7 Canada
View hotel
Map and directions

We called your company right away and did not have a satisfactory response from your employee or call center in charge, and there was no alternative solution given. It was around 10 pm and we stayed there for about an hour trying to solve the situation. At the end, we were forced to leave and ended sleeping in the floor in the apartment of a relative, since we are seniors, it was almost midnight and there was no hotels with space in the area.

I am an attorney and know our consumer rights were violated. In this moment I do not have the intention to present a case against your company or claim for punitive damages and other compensations, unless you continue to ignore our valid complains.

The least effect I expected from HOTWIRE was to receive your apologies plus a complete reimbursement of the amount charged to my credit card, since we could not use the contracted unit due to your fault, not ours.

THIS CLAIM WAS NOT RESOLVED.
Mr or Ms Jel A
or to Whom it may concern:

In addition to my previous mail, let me tell you that in the call center given by you, there is not option to the specific subject of my concern.
Please tell me if my formal claim was accepted or not, and how can I reach this relevant information.
If you can not help me, please give me the correct phone or address where I can contact a person that can handle this claim.

I am waiting for an adequate and responsible response.

Zetty Bou

El 20/06/17, "Zetty Maria Bou Valverde" escribió:
> Is there a "Customer Care Travel Associate" mail where I can communicate? (I am in Costa Rica and have tried calling but the line is busy or not responding). My time and money are important and I do not want to expend more in trying to solve the problem.
>
> El 05/06/17, Hotwire Support escribió:
>>
>>
>>
>> Dear Zetty,
>>
>> Thank you for contacting Hotwire Customer Care. I understand that you want to clarify the information that we have provided. I would be willing to provide information regarding your concern.
>>
>> Please be advised, there is a certain department that will handle your concern as we do not have any access to this type of reservation. Please call 1.855.226.8320 or if outside U.S./Canada [protected] (toll charges apply) to speak with a Customer Care Travel Associate 24 hours a day, seven days a week. Thank you for choosing Hotwire.
>>
>> Sincerely,
>>
>> Jel A.
>> Hotwire Customer Care
>>
>>
>>
>>
>>
>> -----Original Message-----
>> From: Zetty Maria Bou Valverde ([protected]@ice.co.cr)
>> Date: Monday, June 05, 2017 12:13 AM
>> To: Hotwire Support ([protected]@hotwire.com)
>> Subject: Re: RE:'HW=[protected]' Hotwire Help: Other
>>
>> I am not sure I have understood your last mail. Are yo telling me that my claim will not be attended if I do not contact you by phone?
>> I think I have provided your enough information in order to study and resolve the claim.
>> Please attend my concern.
>>
>>
>> El 04/06/17, Hotwire Support escribió:
>>>
>>>
>>> Dear Zetty,
>>>
>>> Thank you for contacting Hotwire Customer Care. I understand that you have provided an information view your reservation. I would be willing to provide information regarding your concern.
>>>
>>> As we have a dedicated department that will handle your concern, please call 1.855.226.8320 or if outside U.S./Canada [protected] (toll charges apply) to speak with a Customer Care Travel Associate 24 hours a day, seven days a week. Thank you for choosing Hotwire.
>>>
>>> Sincerely,
>>>
>>> Jel A.
>>> Hotwire Customer Care
>>> -----Original Message-----
>>> From: Zetty Maria Bou Valverde ([protected]@ice.co.cr)
>>> Date: Sunday, June 04, 2017 10:49 PM
>>> To: Hotwire Support ([protected]@hotwire.com)
>>> Subject: Re: RE:'HW=[protected]' Hotwire Help: Other
>>>
>>> Please find enclosed (in the text highlighted in yellow) the information required.
>>>
>>>
>>>
>>> El 04/06/17, Hotwire Support escribió:
>>>>
>>>> Dear Zetty,
>>>>
>>>> Thank you for contacting Hotwire Customer Care. I understand that the owner did not let you to check in and you want a refund for the reservation. I would be willing to provide information regarding your concern.
>>>>
>>>> I attempted to locate the information referenced in your email. However, I am unable to locate a Hotwire account based on the information which was provided.
>>>>
>>>> Please reply to this email with the email address associated with the account have been as well as two of the following identification pieces for security verification:
>>>>
>>>> - Hotwire itinerary number itinerary #[protected]
>>>> - first and last name of the passenger, primary guest, or primary driver ZETTY BOU VALVERDE
>>>> - first and last name of the account holder ZETTY BOU VALVERDE
>>>> - phone number associated with the account 506 [protected]
>>>>
>>>> Once we receive this information, we will be able to search further and provide you with a response to your inquiry.
>>>>
>>>> If you require further assistance please do not hesitate to contact us, either by replying to this email or calling our customer support line (866) HOTWIRE [protected]). https://www.hotwire.com/helpcenter/contact.jsp. Thank you for choosing Hotwire.
>>>>
>>>> Sincerely,
>>>>
>>>> Jel A.
>>>> Hotwire Customer Care
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> -----Original Message-----
>>>> From: [protected]@ice.co.cr ([protected]@ice.co.cr)
>>>> Date: Saturday, June 03, 2017 10:51 PM
>>>> To: [protected]@hotwire.com ([protected]@hotwire.com)
>>>> Subject: Hotwire Help: Other
>>>>
>>>>
>>>> SUBJECT: Other
>>>>
>>>> ITINERARY NUMBER: [protected]
>>>>
>>>> MESSAGE:
>>>> FORMAL CLAIM FOR REIMBURSEMENT We booked a Hotel with your company for the 26th of May in Toronto (Pinacle Suites located in 5 Hanna Street). In the confirmation response it was clearly said that we did not needed further confirmation and we could arrive at anytime that day. My credit card was charged with the complete fee plus taxes. Thanks! Your reservation is confirmed. No need to call to reconfirm. Pinnacle Suites - Trendy 2-Story Loft, Toronto May 26, 2017 - May 27, 2017 Check-in and Check-out Check-in time 4:00 PM Check-out time 11:00 AM Check-in policies Check-in time starts at 4:00 PM Minimum check-in age is 18 Your room/unit will be guaranteed for late arrival. When we arrived to the Hotel, tired after a long journey, with our suitcases, expecting to have a pleasant stay, we were confronted with the unpleasant surprise that there was not record of a reservation in our name and the person in the front desk told us that this location was not a Hotel and the owners were not allowed to rent their units. This is misleading information, since in your page the place is advertised as a HOTEL. Pinnacle Suites - Trendy 2-Story Loft 5 Hanna Avenue, Toronto, ON, M6K 3E7 Canada View hotel Map and directions We called your company right away and did not have a satisfactory response from your employee or call center in charge, and there was no alternative solution given. It was around 10 pm and we stayed there for about an hour trying to solve the situation. At the end, we were forced to leave and ended sleeping in the floor in the apartment of a relative, since we are seniors, it was almost midnight and there was no hotels with space in the area. I am an attorney and know our consumer rights were violated. In this moment I do not have the intention to present a case against your company or claim for punitive damages and other compensations, unless you continue to ignore our valid complains. The least effect I expected from HOTWIRE was to receive your apologies plus a complete reimbursement of the amount charged to my credit card, since we could not use the contracted unit due to your fault, not ours.
>>>>
>>>> Customer's First Name: Zetty
>>>>
>>>> Customer's Last Name: Bou
>>>>
>>>> Customer's Email: [protected]@ice.co.cr
>>>>
>>>> Customer's Phone No: 506 [protected]
>>>>
>>>> Customer's site id: 1
>>>>
>>>> Customer's country name:
>>>>
>>>>

I booked a motel at the Comfort Hotel Toronto Airport North, 445 Rexdale Blvd, Etobicoke, ON on Saturday August 12. I received an email from hotwire to confirm my booking at this motel. Here is the confirmation number I had received: [protected]. Upon arrival at the motel, there was no booking under my name. I called Hotwire and after approximately 1 hour, they resolved that the booking had been made on a different date, so they made the mistake. I didn't have a room for that night. The motel was overbooked so hotwire could not do another reservation for me at this motel. They (hotwire) tried to find another motel but couldn't find one since every motel seemed to be full. This is after 2 hours of being on the phone with them and making my two kids wait instead of our activity planned for our afternoon in Toronto. The person I talked to at hotwire then told me she couldn't find a motel so to find one on my own and send the receipt to them for reimbursement. We, my sister in law and I, then spent another 2 hours finding a motel on our own. My kids missed out on the activity planned for our afternoon since we needed a place to stay since we live 5 hours away and didn't want to be left stranded for the night. My sister in law finally found a motel and booked it in her name since I was on the phone also trying to find a motel at this time. I am requesting a refund of the full price of the motel we booked since our trip and activities had to be modified or cancelled. I am sending a copy of the receipt for the motel booked that night.

I was booking hotel Euro hotel Barcelona from July 21st until July 23rd and I was double charged .I have to pay to the hotel as well because hot wire not pay to them . My booking ID is [protected]
I was calling many times in last 3 weeks to the hot wire no help much still on the beginning.I am very dis pointed regarding hot wire.
Please see attached bills.
Please refund me my money

Was looking for a car rental for July 22 and 23 in Pensacola, FL and the app results presented a $40/day "Hot Rate" for a total of $117 for a premium car. However, when I processed the booking, I was charged $243.62 (including the 2 days of insurance I purchased). Itinerary # is [protected]. I immediately called customer service and was given the classic "our rates change from time to time" response. I then asked to speak with a supervisor who echoed the same sentiment. After 40 minutes on the phone, I simply asked what was the current rate available for the exact same car class. I was told $39.82/day as a standard rate. I asked for a total price if I were to book the same reservation with him right now and he said $125. He then reiterated that he couldn't cancel my booking because it was a "Hot Rate", but acknowledged that he finally saw what I was talking about and admitted to an "error in the system". He stated I should send a screenshot of the search results to customer support to initiate research and they would respond with resolution within 7 to 10 days. After 3 weeks and 3 emails, I've still received no response. I simply want the difference between what was charged and what was presented in search results returned to my card.

I reserved a car on august 6th for a great price for the dates of aug 11 through aug 20 in san jose, ca. $294.00 my plane landed on thurs. Aug 10 at 8:56 pm...But i missed the flight and could not get another direct flight out of charlotte and a connecting flight was not guaranteed for me to have a seat once i reached the other airport. So i was left with arriving in san jose on fri. Aug. 11th at 8:30 pm in the evening. My car pick up was for fri. Aug 11th at 1:00 pm in the afternoon. Of course i still needed my automobile, but according to hotwire, they will not make any changes! i wound up having to cancel my reservation with no options offered whatsoever. The car company is only obligated to hold the car for only 30 mins from the time your flight lands. It would be good and profitable to both hotwire and the rental company if a small fee was charged for same day, late pick up time change be applied to the customer, rather than the customer cancelling the entire reservation! i still need a car to get around but the cost is almost doubled the original cost! i know the company is in business to make money, but you have to be ethical in your ability to retain faithful customers. I will make sure to tell friends and family about the inflexability about this company. I am absolutely disgusted that i could not pick the car up on the very same day as originally reserved, only hours later.
Your reservation

hotwire itinerary [protected]
slcombs129, you got a great deal!

your car's reserved and the agency's waiting for you.

I'm making a complaint because I searched and booked a room I thought was near International drive in Orlando, Florida. Once I paid I saw the name of the hotel and the area didn't comply with my search preferences. I rebooked another hotel choosing a specific area of Orlando and a higher star rating. I booked this second room because I was guaranteed it would've been a particular chain or partner. Once again, after I booked and paid I was not satisfied with the room when I arrived. I feel the area and hotels you choose for your customers do not comply with their search preferences.

Saturday Aug 5, 2017 I booked a hotel on HotWire worse mistake ever! I was going to drive out to California that same day I thought I found a last minute deal on their page so I booked my room. My confirmation guaranteed that I did not have to call the hotel (TRADEWIND AIRPORT HOTEL) to re-verify my stay but I still called them anyway at 11:00 p.m the hotel stated I was okay to arrive. I get to the hotel at 1:00 a.m and I'm told they are over booked that I needed to call HotWire to relocated me. I got upset had a long drive was looking forward to arriving and resting. I called HotWire and explained the situation and I was told they were going to call other hotels and find a room I was on the phone for over an hour and a half with the Rep and no rooms were available I was in the middle of a city that I did not know, I had my son with me whom is 5 years old it was humid/ hot we were in the car because one it was late two we were in a place we weren't familiar with and we had nowhere to go. After some time Rep stated she was sorry was unable to find anything and that she can just give me my refund and 25 dollar credit... MY reaction is NO! that's all you can do for me REALLY? I have my son its hot we have no where to go we are in the middle of somewhere that we are NOT familiar with and all ur going to do is give me a REFUND? I told her that's very unprofessional specially for being the company that they are I asked to speak to a manager I explained the situation by that time I was over 2 hours on the phone with them he did the same steps as the REP and called hotels to relocate me after not finding any hotels, I told him look this is your mess up not mine at this time I will not pay for a hotel I want my refund and I want you guys to take care of this matter its so unprofessional for your company to pull such action I have my son that's my main concern if it was just me fine I will deal with it but its not I have my son with me. manager just said I understand mam but there is not much we can do I can give you a refund and 50 dollars credit but that's me doing way to much its against the policy I'm only supposed to give you 25 dollar credit I told him NO you cant leave me just in the middle of nowhere I need a room and you guys need to solve this. After almost 3 hours he gave me 2 options get a refund and 50 dollars credit or I find a hotel my self and pay and then request to get the money back but I will not get my refund for what I had originally paid for the TRADEWIND AIRPORT HOTEL.. I found those two options unfair I had a budget I wasn't going to get my refund till 3-5 business days I needed my room at that moment or if I was going to take matters into my own hands I needed my money back right then and there so I can use it to look for another places. At the end Manager said there is nothing else I can do for you your getting your refund and 50 dollars and I was left in the middle of an unfamiliar place in the car with my son calling hotels luckily around 5 a.m i found someone whom was able to offer me a room. I will NEVER book with Hotwire again they don't care about people's safety and most of all they think a 25 or 50 dollar credit will solve the problem of leaving someone out in the street with there kids in an unknown place.

I booked a room with hotwire last night. It listed Ramada inn best western in as the choices of hotels. I booked it and the hotel assigned now was americas best value inn. This location has a total of only 10 parking spots. I asked the person at the front desk for parking and he directed me to park on the street. I called hotwire back and the quality of service provided was very shocking. I have had to call hotwire a few times in the past. To my knowledge they were very courteous and helpful. But this time I was shocked. I was on the phone for around 1.5hours. No real solution. I waited around for more than an hour for a parking space on the street and I was able to park then. I would really appreciate if things were a little clear when booking and solutions provided when there is an issue. I was not able to park and get in my room till 11pm.
I spoke to jen jennifer and shamay over the phone last night. There was no solution provided. At this point I am so upset I am no longer going to use hotwire for my booking needs.
Shalini Sharma
[protected]
[protected]@hotmail.com

I attempted to book with hotwire on 7/28/17 and it gave an error stating that reservation could not be placed and I was not charged but when I checked my Paypal account low and behold a charge from hotwire is completed. I somehow have another pending charge in the amount of 125.39 from them and I have contacted them, left messages on their risk management voicemail along with sending emails with NO REPLY. I will be reporting them to the BBB, as well

We recently reserved through Hotwire. The hotel has charged us twice now for the stay along with the charge directly through Hotwire which is more than what the hotel has charged. I am still workinf through thia mess. The hotel stated they charged us becauze they had not recieved paymebt from Hotwire. What a mess. I will be using other means for reservations.

I booked a car rental through Hotwire for July 11-14 in San Diego. The reservation details are Hotwire itinerary [protected] andPayless confirmation code 05015622US3. My reservation indicated that $144.54 was due at pickup. However, at the counter I was charged $158.21--a difference of $13.67. I would like to have this difference refunded to me.

Thanks,
Peter Chu