Hotwire
Reviews and Complaints

Booked a room through Hotwire for a deal some deal was charged 110.88 for room and taxes. When I checked out the amount on the bill that I was charged from them was less. It was 92.38. I will not trust Hotwire again suppose to be giving the best rates but actually deceiving people beware. Then instead of crediting my card they give me Hotwire credit. Why would I want that when I can't trust them.

I booked a room and the system said that the address did not match the address on file for my card. They were wrong ! It did match. When I received an alert from my bank to my phone minutes later it charged me for the room. Hmmm that was odd I thought and called the hotel to confirm my reservations since I didn't get an email. They did not have a reservations for me. I called hotwire customer service and Jhel could barely speak proper English. We called my banking institution to resolved this whacked out matter. It was a nightmare. I had to wait 48 hours for the funds to be released. I asked to speak to a supervisor and he tried to talk me out of it. I demanded one. Yet again I greeted by the supervisor who could barely speak English. He wouldn't let me talk and then by "accident" hung up on me. How rude! This is exactly why I use Priceline!

On May 25th I called to see if my reservation could be change. My reservation was for 5/26-5/29. I wanted my reservation to be change to 5/27-5/29 if it could. I had somethings come up personally. It was better for me to come the next day, but if I couldn't I was ok with keeping it. I was originally told that it couldn't be changed but they would reach out to the hotel to see what they could do. received an email saying they were working on it at 1 am on 5/26 . I responded to the email that it was ok I would leave my reservation the same because I hadn't heard from anyone. Called 5/26 to confirm my reservation hadn't change because I heard from no one. Spoke to 2 representatives that said my reservation was still 5/26. I left and headed towards the hotel arrived and they told me my reservation was for 5/27 there was nothing they could do because there were book. I was on the phone with a representative for almost 2 hours trying to figure out why wasn't this communicated back to me that my reservation change request was approved. I then asked can they find me a near by hotel. No one helped spoke to "supervisor" who was very rude. Drove back home at 1am and had to cancel my entire memorial day weekend.

Date of the Incident : 05/27/2017
Booking website : www.hotwire.com

Incident : Hotwire cheating with the customers and customer support in pretty bad way

Incident Description:

I have done the booking through the hotwire for my stay near bay area for the dates 27th May as check-in and 30th May as checkout. I have got the reservation at Pacific Inn Of Redwood City, CA.

Below are the reservation details :

Hotwire confirmation138388116474
Hotwire itinerary6557553022
Booking dateMay 23, 2017
Check-in Sat, May 27 - 04:00pm
Check-out Mon, May 29 - 11:00am
Room 1 room (2 queen beds) | 4 adults + Add room
Nights 2 nights + Add night(s)
Amenities Free parking, Free breakfast, Free Internet, Business center, Self-service laundry, Internet access
Accessibility Accessible path of travel, Accessible parking, Roll-in shower

I have reached the Hotel and they have confirmed that there is no reservation at all for this booking.

I have reached hotwire customer care multiple times but there is no response at all. Customer care number always says that it is confirmed and no need to talk to agent. You can check with the hotel. They didn't allow me to talk to any customer care person for this problem.

In reality, this reservation hasn't done yet. This is the way Hotwire is cheating customers.

Somehow, I have reached to talk to a customer care person by going in option to cancel/modify of an existing order. Then only am able to talk to a customer care person of Hotwire.

Here, the problem is Hotwire doesn't have the latest inventory of the hotel that they have reserved for my booking. It was just like calculations in the air and they have told customer that your reservation is done for this price. After listening to our situation, they were saying that we will give you another hotel in the same star rating. However, they can't provide the promised 2 queen beds with amenities. Even I have highlighted these factors, they are saying that this is the only option that we have at this moment. They are saying that they are doing favor to me by booking another hotel. This is the way that they responded to a customer when problem is at their end. I was on the call with them for on hour time and they have given me at least 2 queen beds room with out promised amenities. At that time, I don't have a choice and I have to compromise for the hotel without promised amenities.

The customer care service is like ridiculous and there is no value to the customer / customer time. They think like we can give anything and customer has to agree as there won't be any choice to them because customer is in need.

I didn't expect this from Hotwire at all because they have a mistake on their end and they are expecting customer to adjust for lesser amenities one. If we request to provide the promised amenities then they say that this is the best option we have at this moment and there is not hotel with the promised amenities even with the higher rating hotels also. They are not even ready to provide any compensation also as they are not able to provide. On top of this, they says that they are compensating the customer by booking the reservation at that time. Really bad experience that I had with Hotwire.

I am a long time Hotwire Customer that may never use their site again due to the lack of customer service over a $45.00 issue. I have put up with them over stating qualities of hotels, but hiding a fee and getting stuck with a $45.00 parking fee is unacceptable and worse the moved their customer service from the US to the Philippines and those people are clueless.

After using Hotwire for a least the past 10 years, 30 times a year, it is time to move on and try Priceline.

While vacationing in Mexico City, the evening of Feb 23 I called to cofirm my return Hotwire reservation home to Seattle the next day. I was concerned because I had not been prompted by the airlines to confirm my flight. I provided the hotwire staff my Hotwire flight and itinerary information and was then put on hold two different times (35 and 52 minutes). I was finally informed, not to worry, I was on my flight as documented and purchased. On arriving early to the airport the next morning, the airline informed me that I was not on my Aeromexico flight 646, at 7:10, Feb 24th, (or any flight) despite providing my Hotwire booked and paid for documentation. After several long periods on hold with Hoteire and Aeromexico (28, 16, 28, 86 min.s respectively) I was finally put on a later flight home to Seattle.
Being put on hold for excessivly long periods of time was frustrating and heavily impacted my phone bill. I repeatedly asked the various Hotwire personnel not to place me on hold, but to call me back. They were not willing to do this. By no stretch of the imagination is this a reasonable way to conduct business.
I called them after I got back home to find out what happened, and guess what? I am on hold, 1 hour, 32 minutes.
As I am on a fixed income, I was hoping to be compensated for the cost to my phone bill, a bit over $200 for the unreasonable times on hold in a foreign country.
I should mention, the Hotwire customer service people and "supervisors" are very curteous and wanted to be helpful but are essentially useless. They had no solution and gave false assurances.
After being on hold for an ridiculous amount of time, I was told I should go though customer relations with the airlines even though I booked through Hotwire. Needless to say, I will never, ever use Hotwire again.

Bobbie Burkholder
206.866.8967
[protected]@gmail.com

I am extremely dissatisfied with the way this company handles a cancelled trip. I am a member of the military and purchased trip protection due to the nature of my job. When we recent had to cancel a trip, we were charged a non refundable rebooking fee that apparently isn't covered in an insurance claim. So I'm now out $600+ dollars. I will never recommend this company to anyone else, ever!

I have $25 credit. I wanted to use it but the booking went through without applying it. I called your customer service line. It was a joke. The first person was not helpful didn't give me a straight answer. Then when I asked to speak to a supervisor she put me on hold and then hung up. The second person I talked to was at least a little nicer, but was also not helpful. They don't seem to be there to help, just to give you the run around.

All I want is the $25 credit to be applied to my purchase. I don't see how it's an unreasonable request.

Hotel confirmation [protected]
Urban Living Suites
787 Dundas Street West, Toronto, ON M6J 1V2
[protected]
Check in Sat, Jun 17, 15:00
Check out Mon, Jun 19, 11:00

We were supposed to be going on our honeymoon today. Our Hotwire itinerary said our JetBlue flight from Atlanta was scheduled to depart at 12:30pm to Boston with a connecting flight from Boston at 6:20pm to Lisbon, Portugal. However, JetBlue actually had that flight leaving at 12:22pm from Atlanta. We got to our gate at 12:14pm. We should have had 2 minutes to make our flight based on the reservation time Hotwire listed on the itinerary (12:30pm), but the gate closed at 12:07pm based on a 12:22pm departure time, as flights close their doors 15 minutes prior to departure and no one is permitted to board after the doors are shut. We have spent the last few hours getting the runaround from several of the customer service reps - they say they have to call the airlines directly (which we have done and just get redirected back to Hotwire) or they give us a false door closing and departure time saying that's what JetBlue reported. We spent $1400 on these flights, they are not owning up to the departure time error, and time is dwindling. Our luggage is also on its way out of the country without us. All we want is for Hotwire to book us another flight to Lisbon and not get charged for this error. Or we'd accept a refund.

I booked my hotel and had a conformation for a hotel near the phoenix airport with an airport shuttle, with the airport shuttle being the most important feature of the hotel to me, because my car rental did not start till the following morning.  I later received a call from hotwire stating that my hotel was overbooked and that my reservation was cancelled.  I was then presented with two options.  The first was that I could get a refund, or my second option was that I could have hotwire book a new hotel for me.  I chose to have hotwire book a new hotel for me because I was driving to the airport, so I couldn't do it myself,  and still needed a hotel when I got to Phoenix. I explained to the Hotwire customer service agent that I needed a hotel with an airport shuttle because my car rental was not scheduled till the next morning.  She then asked me if the Four Points Sheraton at 6850 E. Williams Rd.  in Mesa would be ok, to which I responded, "As long as they have an Airport shuttle, and can pick me up."  She then indicated that they did, and proceeded to book my room.  I am not familiar at all with Phoenix, and I didn't have any access to the internet while driving, so telling me the address of a hotel has no meaning to me.  My only concern was that the hotel could pick me up at the airport. Much to my surprise, after picking up my luggage and calling the hotel, they informed me that they were located in an entirely different area, and serviced an entirely different airport.  I then called hotwire to have this situation  resolved.  After waiting on the phone for 30-40 minutes while the hotwire representative pleaded unsuccessfully  with the hotel to pick me up, I was told that I needed to catch a taxi to the hotel and back the next morning (a 30 minute drive each way), and that it would  be refunded by hotwire.  I asked why I could not simply be changed to a new hotel, and was given the excuse that it was already the next day, and if my hotel was changed, I would not be able to check in till 3 p.m. the next day. This however did not really make sense, because it was still before midnight in phoenix at the time. I was instructed by hotwire to submit my taxi receipt by email, and I would be refunded in 7-10 days. Instead of being refunded however, hotwire changed their tune and emailed me back saying they would not be able to provide any compensation.

My name is Clay Cofield and I booked a hotel stay on May 5th. You selected Metro Points hotel. The hallway was dirty and smelled of marijuana. We were bo.omarded with loud music and disruptive guedy all night.We sent 4 complaints to front desk of people arguing and fighting throughout the entire night. All we heard was they would call the room. We didn't rest at all and awoke to a sub par breakfast. Worst stay ever.

Itinerary [protected]
Reservation was made with Hotwire.
Paid $327.83 initially to Hotwire.
Final invoice with Advantage was $1099.15
The total comes up to $1426.98
Shouldn't the $327.83 which was paid to Hotwire be included in the total paid to advantage($1099.15)
Why am I paying Hotwire $327.83
Please explain. I am confused or missing something.
Regards

I booked two from Lax To San Antonio TX on May 6, 2017 to attend a wedding. The flight 4017 Alaska operating by compass as American eagle from Lax to Sat and the time departure to this flight 9.35 am is not exist. We arrived LAX was 7:28 am at Terminal 6 trying to check in with Alaska they can't find my name in the system. Than finally they asked us to go to American Airline they don't have fight 4017 and one flight to San Antonio already left gate at 8:10 am. I spoke with Hotwire person trying to resolve this problem after 1 hour 40 minutes she said can only refund Hotel part of money we paid for, I don't think it is fair as consumer Paid money to purchase something not existed.
I am asking for full refund for this Itinerary : Flight $716.40 Hotel $328.85
Transportation ( from SAT airport to Riverwalk hotel) $75 total $1120.25.
My contact # [protected] Email [protected]@hayden-properties.com.

Had a 10:40pm flight may 5, 2017 with American airlines. I arrived at 10:05pm and was denied boarding because I had luggage> I was told if I didn't have luggage me and my daughter could board. But since we had luggage we needed to be there at least 1 1/2 hrs prior departure time. Hotwire never informed me this with my online booking. I immediately called hotwire and was told that they could put me on a 6:30am flight the next morning just check in with the airline check in desk and they would have all the information from hotwire to confirm it. I never received any confirmation of this while me and my daughter was waiting at the airport until 4:30am check in. So I called hotwire again at 1am while at the airport still asking for the confirmation email and was told then they had no record of what I was telling them and that for me to catch that flight I would have to pay addition fee's on top of the 2, 000 dollars I had already paid. My question to hotwire is why would you tell me the flight time the flight number and arrival time to destination and not put me on the flight and have me and my 13 year old daughter sitting in the airport from 10:40pm until the next morning thinking you gave us a different flight to catch? itinerary number is [protected]. my name is donald james. I booked flight, hotel, and rent a car from may 5-8. I'm looking for some explanation as to why I was told false information about the 6:30am flight as to me being booked on it as to me going to the front desk asking them to put me on it with the hope they will; no guarentees. I paided 68 dollars each for me and my daughter to protect us from damages in the event of flight changes etc, etc and yet hotwire when pressed about it told me it was only for medical...and told me I needed to pay for and changes to my flight...waaaa? really

itinerary number: [protected]

Dear Hotwire,
I want to make a formal complaint with regards to the way your services are run and the way customer service representatives treat your customers.

I booked a round trip flight in January from JFK to Casabalnca to Toulouse (return flight Rome to Casablanca to JFK), April 18-28. Upon the first leg of my trip on April 18th, my flight time was changed from 10:30pm to 9:00pm. I had no previous notification of this change in flight. I took two taxis on the way to the airport and arrived 2 hours early, which is standard according to most international airlines. However, when I arrived at 8:30, I was notified that my flight had changed and that I couldn't book that flight. Because I was a "no show" for this flight, Royal Air Maroc also cancelled my return flight. Hotwire could offer no refund, and the insurance I purchased through Hotwire was unwilling to cover this occurrence or refund insurance purchased.

I initially bought this reservation through Kayak, and was never informed that Hotwire was then responsible for this reservation. I never received confirmation from Hotwire that I booked this flight. After investigating why Kayak wasn't confirming my flight, I realized Hotwire was responsible. I did call Hotwire on 4/17/17 to ensure I was BOOKED on the flight on Royal Air Maroc. The Hotwire representative DID confirm I was on this flight. However, she did NOT confirm that the flight had changed from 10:30pm to 9:00pm. There was a confirmation email that I found days later in my spam, but by that time it was too late. I find it unacceptable that I received no PREVIOUS confirmation of change in flight or confirmation of flight since I booked the tickets in January. That I, as a customer, had to do this leg work, and call Hotwire to confirm these very basic aspects of my travel planning. I strongly feel that this company is doing nothing to ensure customers are helped through their travel, and have no desire to change this.

I have now spoken with 4 different representatives at Hotwire. While initially they were helpful, no one was willing to investigate why I never was notified of my original flight, and why I was never notified (BEFORE April 17th) of any change in flight times. I spoke with a supervisor today who made me feel as if Hotwire had no part in my missing my flight, and I left the conversation feeling very disrespected. I am a paying customer, and find it unacceptable that Hotwire is putting the entire oweness of this mistake on me. No one was willing to help investigate, take responsibility, or offer me any sort of help as a paying customer. On April 18th, I had to immediately book an entirely new flight (which I also bought through Hotwire, as I originally thought the issue was with the Royal Air Maroc and not Hotwire), having spend at least $1700 with Hotwire. Essentially, I have bought 2 round trip tickets to Europe and have felt shamed for not confirming information that I believe Hotwire is responsible for informing me of.

I spoke with Royal Air Maroc, who told me that the flight from JFK to Morocco changed departure times on 2/6/17. WHY WAS I NOT NOTIFIED THEN? In speaking with Royal Air Maroc, they assured me it was Hotwire's responsibility to notify me of this change. Why was no one from Hotwire customer service willing to look into this? Why are you not willing to take responsibility? The Hotwire representative told me it was Air Maroc's responsibility, and took no oweness for this mistake. I was told the change in departure time was "a small change that didn't require notification" and was essentially blamed for missing this flight, as I hadn't gotten to the airport 4 hours early. This to me is horrific.

As a frequent flier and someone who's never missed a flight nor filed a formal complaint with an airline, I am exceptionally disappointed with your services. I highly recommend WORKING with, instead of shaming customers, in helping them have the most effortless trips possible. Confirming flight times and confirmation should be obvious, primary concerns, and not ones left to argue about with a customer service representative. I cannot urge you enough that you change your policies with regards to customer notification of your rules and regulations. If customers are expected to confirm their own flights and check on their flight times from date of purchase regularly, I suggest you alert them to this and stay in constant communication in order to avoid mishaps like this.

Sadly, I will not be using Hotwire again and will be open with others about this very negative experience.

Thank you for your time,
Sarah Johnson

I booked a Hotel through their site knowing that the reservation would be nonrefundable I also assumed that I would get what I paid for . Upon completing the confirmation they notified me of the hotel they selected for me I went to other third-party sites like trip advisor to look at consumer pictures and discover the hotel was absolutely disgusting expose wiring broken tile flooring cave like rooms it looked filthy . I called Hotwire to complain and ask them to change the hotel I never requested a refund I offered to pay more money to stay at a better hotel and they absolutely refused to help me .

I used hotwire several times. First of all I booked a hotel through hotwire for a hotel in ontario california. I asked for a 2 bed room. I was travelling with a disabled veteran that had an artificial leg because of the war. I was told by the hotel that since I booked with hotwire they could only provide 1 bed for 2 people. This obviously wouldn't work because 2 of us could not possibly fit in one bed. The hotel called hotwire for me because they were totally booked. I told the hotwire representative the situation and I was told there was nothing they could do. I even asked for them to find me a hotel room in the ontario california area that had 2 beds available. They refused. I had to pay for a cot to sleep on at this particular hotel because we didn't want to sleep in the car. Beware to all of you veterans about the way were treated! Also, beware to all you people that even attempt to book anything with hotwire. Stupidly, I booked a car rental with hotwire forgetting about the last incident. I wanted a roundtrip from phoenix and wanted to drop off the car in phoenix because we went to russia for a month. The computer "hiccupped" and it said roundtrip from ontario to ontario. I thought that was strange so I tried it again assuming that the car rental was booked correctly. After a 19 hour flight from st. Petersburg russia I was told that I would have to return the car back to ontario. No way. I complained. I was told I would be charged $200 freakin' dollars extra because I wanted to drop the car off in phoenix arizona. Being very tired I took the car rental anyway hoping to complain later. Hotwire wouldn't budge and stole $200 from me. People... Be advised... Do not do business with this crooked company. I already told my friends, family, and co-workers about this experience. They will never use hotwire after I told them about my negative experience.

I was told I can use a debit card, to rent an vehicle and when I get to the location I was told I couldn't, I called your business before and after the booking to be sure the lady in formed me all I need is my driver license and the debit card I used, so now I am outta money I didn't have to give away plus my BROTHER'S FUNERAL IS SATURDAY AND I AM STILL OUTTA AN DARN VEHICLE.I WANT MY MONEY BACK PLEASE.

classic bait and switch, booked seeing pictures of hotels like comfort inn, best western, clariyon, holiday inn express thinking will get one of these;instead got a worst hotel that I have stayed before, cigarette smell, really stinking rooms. called to change, they said no go, went up to the manager still said no way.called again, spoke to a Dave-customer svs, he sounded like seriously trying to help but instead hung up by clicking the phone dead. NEVER AGAIN. will contact state attorney general with their deceptive practice and perhaps us consumer agency. there ought be to agency dealing with this.

I called your customer service #at 3:20pm psttoday from my work phone regarding itinerary # [protected] because when I contacted the hotel I was informed that they do not have a reservation for me and I was told that I need to contact hotwire. The agent on the phone his name was gray or grey said that he has to look into this and put me on hold, after five minutes he came back on the phone and informed me that he working with hotel regarding the reservation and kept me on hold for another 55 minutes (A total of 1hr) until another representative came on the line and ask me for my name. Of course, I am furious by now because, he told me that my call came into his queue as a new call and I have to provide him with the information all over again. As a result of this I had to cancel a previous appointment I had because I was on hold on a land line and did not hang after being on hold for such a long time. This reservation is a restricted and I am unable to cancel, however, I have informed the agent that took my call that if do not receive a resolution/call back within the next 30 minutes (Which was 15 minutes ago) I will contact my bank and dispute the charge, base on this incident and my conversation with the hotel employee.