Hotwire
Reviews and Complaints

On 03/12/2017 I booked a car rental for my father from the South Padre Island Airport in Brownsville, Texas. The total charges were $35.95 a day for 3 days. Taxes and fees for $31.53 for a total of $175.38. Now here is the problem that my father is having. When he traveled to South Bend, Indiana the car malfunctioned and they ended up giving him another rental and when he arrived back to Brownsville he was advised that their car rentals are only for the state of Texas. That he should've never taken the car out of the state and that he would be charged accordingly. Well e go his credit card bill and ended up being $971.73, as you can see that's a very big difference from the $175.38. I contacted customer service already and I was told to file a complaint online. I explained to the representative the situation that when booking the car, hotwire never asks if the car will be taken out of state and as you can see this is a big, big problem. The reason I'm the one filing the complaint is because my father is very limited on his English language. Please I would really appreciate it if someone can look into this very important matter and give me a call. My number is [protected] and as for Salomon Vazquez. Thank you again and hope to hear from you soon.

My name is Investigator Robin Johnson. I'm with the Itasca County Sheriff's Department. I'm currently investigating a fraud complaint in which Hotwire received an unauthorized payment of over $5, 000 from a debit card. On 04-03-17 somebody booked with Hotwire using a Visa Debit Card from Affinity Plus Federal Credit Union (card #[protected]). The owner of this card didn't authorize the transaction. Attached is a copy of the bank Affidavit with the victim's information and fraudulent transaction information. You can contact me at email: robin.[protected]@co.itasca.mn.us or phone: [protected].

First time using Hotwire to book a hotel. They advertised 78% off of a hotel that was supposedly a 3 Star and comparable to hotels in the area that went for $209 per night. They also showed pictures of several major hotel chains that were 3 star hotels I was familiar with so I thought 78% off this is a great deal. Because it was my first time using Hotwire, I purchased the Insurance in the event our plans changed and I needed to cancel the reservation. After securing my credit card, the hotel that appeared was a hotel I never heard of and the picture looked more like a sleazy motel. I googled the hotel and found that their regular price was a mere $59 and they were not a 3 star hardly a 1.5 star hotel. Deception. I immediately called Hotwire to cancel only to receive their no refund policy script read by a person in another country. I called numerous times and was read the same no refund policy script and told that the insurance I paid for did not apply. I will NEVER use Hotwire again and will let friends family and colleagues know how deceptive this company is.

Furious

Upon arrival to our hotel, we found that Hotwire.com prepaid payment never confirmed, nor paid them. We were stuck at the registrars desk for an hour not knowing if they would be able to provide us a room. After that first hour they got us a room but could not confirm anything while on the phone with Hotwire. We were asked to by concierge to check in with them after dinner, and approximately 3 hours later, still no confirmation of room or payment. They had us stay the night, but without confirmation they would have charge us again! It was not until checkout the following afternoon we were advised that this was confirmed and no further charges would be required. This was very disconcerting to how Hotwire conducted their business!

Hello,

I had a horrible experience with trying to pick up my rental in Las Vegas. I had booked to pick up my convertible Ford Mustang or similar for 8:30am. When I arrived at advantage car rental, they told me they didn't have a car for me and I had 2 options, wait for Potenialy 2hrs or go somewhere else to get one? I said what? They didn't give a ### and said even if they had a car it would have been a beetle converatable ? When I booked the website said it would be a Ford Mustang or similar ? Anyways, even if it would have been a bettle, I would have been fine with it, but they never even had one. I had to go to enterprise and rent a converatable that ended up costing me $265 us . It was complete ### and a ###show that ended up taking most of the morning, past 11:00am. I would like to know what Hotwire will do to make it right? I have used Hotwire in the past and will continue if I'm compensated ? I look foreword to your reply. Thank you.

While in Mexico City on Feb 23, I called to confirm my Hotwire reservation ([protected]) home to Seattle the next day. I was concerned because I was not prompted by the airlines to confirm my flight. I provided the hotwire staff my 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 the flight. After several long periods on hold (28, 16, 28, 86 min.s respectively) during which I missed my flight. I was finally put on another flight home to Seattle.
Being put on hold for excessively 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, 52 minutes and counting.
As I am on a fixed income, I was hoping to be compensated for the cost to my phone bill, roughly $200 for the unreasonable times on hold.
I should mention, the Hotwire customer service people were very professional and wanted to be helpful but it appeared they had not, and do not have the tools.
After being on hold for an hour an 32 minutes, I was told I should go though customer relations with the airlines. Needless to say, I will never use Hotwire to book anything again.

The date was 3/5/2017 we booked a 3 star hot rate hotel and when we got the hotel info we look it up online and it says its a 2 star we continued to look into the place and there are many bad reviews and pictures of a dirty place that doesn't look anything like a 3 star place we have booked with you many times and haven't got a bad place like this in fact the other 3 star places we booked before were great, so less than an hour after we booked I called your help number and talked to Andrew.I told him that when we go onto the web site it says 2 star and that the place was dirty and it definitely wasn't a 3 star.Andrew said that they were investigating the place RAMADA main gate north near Disneyland and it would take 7 to 10 days before they would be done I told him that I didn't want to stay at a 2 star place that is dirty he said that when we get there and it was dirty or something wrong with the place to call and they would move us or if you finish your investigation and its not a 3 star you would move us but I'm taking my whole family and do not want to wait to get there and then be moved especially when I asked for a 3 star and the place is a 2 star.I asked for a 3 star to stay away from hotels like this.I would like to be moved to another place even if bi have to pay a little more or a refund of my money.To be honest I just want to be moved other wise I will not be using your site again.The confirmation number is [protected].The itinerary number is [protected].

When I made the reservation the computer stated hot prices. As it turned out it was not at all a hot price. I understand the car I rented for May 5-9 and May 18-20 was supposed to be a hot price and wasn't going to be able to cancel.My Itinerary/# [protected]. I found a SUV on Car Rentals. Com that was much cheaper. I'm asking for a price match. I need a SUV for my disabled friend that will be traveling with me. I do not understand how you can call it a hot price. It is a fraud. I was told buy Hotwire that you could match or cancel my contact. Advantage said if I called Hotwire to cancel I would ouldnt be charged Please notify me asap.

Biggest scam, hotwire charged me for a hotel reservation that was never booked. Went to try and get another hotel and had insufficient funds. Thanks to hotwire taking my money without my knowledge I was stranded in a city long ways from my home with my wife and 1 year old. This is the craziest thing ever. I have never been more disappointed in an app in my life! Waste of time and money

Hotwire is a scam they sold me a five star rated room but in reality it could be considered bearly a three star rated.

I did file a complaint in their site and tried calling several times with no solution whatsoever,

i did send along images of the horrible conditions but never got an answer,

this is not the way to conduct business by misleadin customers with false advertising !

Disgusting place! I'm on my honeymoon, we have a flight from Atlanta airport, so that's the reason why I picked that hotel. First time, I used Hotwire.com and I will never do it again . First of all it's horrible place, dirty and smells really bad.i called Hotwire and basically they said that they can not do anything. On Hotwire it said that hotel has 3 stars. It's lying...

I booked a hotel room on 2/14 for a hotel stay 2/21 and 2/22. I found out today that even though I purchased trip insurance, I cannot cancel and get a refund for very specific reasons, and the Hotwire website DOES NOT list exactly those specific reasons.

So I spent $10.39 for nothing. Customer Service was very poor and I could hardly understand any of them.

Itinerary # [protected]
patricia m palmer

I will never use Hotwire service again and will advise everyone I know how badly this situation went for me.

Hotwire Supervisor treatment - I called Hotwire regarding a complaint against the Sheraton hotel by Atlanta hotel because they refuse to replenish the water in the room. However nothing was done by the agent who talked to me where she said the hotel doesn't replenish and they didn't give me the board of rules of the hotel to see that this is not included because I know that water should be replenished and to make sure I asked for the board that states what services are given and if water replenishing was included. I asked the front desk and they said they don't have one. What I know that all hotels need to have this. Also I called the front desk of the Sheraton hotel regarding toothpaste where I needed. They said it is late and that I have to go down and pick. Well there has to be rules written so we know what are the rules.

When I first talked to the first agent from hotwire. She said she can rebook me in another hotel and give me 25 dollars but I said I want to stay because it will be hard for me to move because I got lots of stuff. I talked then to the supervisor called who refused to give her full name. She told me that the hotel doesn't provide water and that nothing can be done. I asked her then that I want to move to another hotel but she said, "We can't do that because your booking is final and cannot be altered" and what she said is contrary to what the first agent said because the first agent said that I can be rebooked and given 25 dollars.

Therefore I made a complaint against this supervisor because it made me feel that the manager took it personal and this resulted in uncomfort to me and I requested my money back for them not being transparent with me and for causing me this comfort. I need to know what can be done regarding this issue. I Sent hotwire an email but they didn't do anything. I asked the reason why this hotwire Supervisor told me the booking is final while the other agent said that I could be rebooked. They didn't answer me. Do I have to go to consumers protection in Atlanta?

I went on google to look for a better deal on car rental. Hotwire was selected as the best site. I went on and enter the pick up date and drop off. The site was looking for the best deal but I had to enter my information before revealing the price and the rental company. After I paid, they revealed hertz and the price was very high. No change, no refund after I paid. I called three weeks before the pick to let them know that I will return one day earlier, they said they can't refund me for the rest of the day so I will return the car on the 23 of February instead of 24th but losing money for the 24th.

I wanted to book a hotel in Amsterdam for my sister coming over from Australia.
I have always been very pleased with the savings I have been able to make using Hotwire in the past. All you need to know is where the hotel should be (by district), what star rating you want.
On 5 February I told Hotwire - via their online booking system - that I wanted a hotel in Amsterdam, Vondelpark Area and that it should be 4*.
The text on the page says this:
"This Hot Rate hotel is guaranteed to be one of the brand name hotels we partner with. Some of these brands include: Hyatt, Omni Hotels, Westin, Hilton."
This is the reason people use Hotwire - they get comfort from the fact that it will be a brand name hotel.
So I make the booking: [protected] and discover that I am staying in the Alfred Hotel, Cornelis Schuytstraat 58-60, Amsterdam and the first thing I do is go and google the hotel to see some photos etc.
I get here: http://www.thealfredhotel.com/en/ to find that the hotel actually only has 3* and is not part of a brand. It is an independent hotel.
I have checked the star rating out elsewhere: Booking.com only give it 3*, TripAdvisor give it 3.5* and Expedia give it a rating of "Good" and 3.8. Still not a 4* hotel by any of those ratings.

So, I have been missold on 2 counts - it is not a 4* hotel and it is not a brand name hotel - despite the wording on the website.

I called Hotwire Customer service who told me that they would not refund my booking (that is the risk you take with Hotwire in order to get the savings however you take the risk based on the star rating and brand name hotel guarantee...) and that they did not have the text on the website:

"This Hot Rate hotel is guaranteed to be one of the brand name hotels we partner with. Some of these brands include: Hyatt, Omni Hotels, Westin, Hilton."

I have added a photo of the text on the webpage.

I have now escalated my complaint to a call back - they said within the next 3-5 days.

Dear Sir, Madame,
I have booked a reservation"Krystal Cancun All Inclusive" on Monday, October 10, 2016 10:14 PM. This should include the following amenities:
Resort, Beachfront hotel, Free food and drinks, Free premium drinks, A la carte dining, Free activities, Fitness center, Pool(s), Restaurant(s), Business center, Tennis nearby, Spa services.

I am currently in Cancun. The hotel is saying that my reservation only include the room and is NOT ALL INCLUSIVE nor include any food or drinks.

Please find attached below a copy of my reservation.I will appreciate your immediate assistance with this EMERGENT matter.

I booked a hotel stay in Chicago through HotWire and paid the full price. When I arrived at the hotel I was told that there was no booking under my name. I was left on the street with all my luggage and had no place to go. Why did that happen? Well, for some reason HotWire cancelled my booking and never bothered to tell me. I tried to reach them and resolve this matter but they did not reply. I got my money back but that doesn't change anything. Because of them I had a hard time! I will never use this site again! I would really appreciate if they at least apologize.

I would like to file a formal complaint about Hotwire's "pet policy." I just booked my non-refundable reservation for Saturday Jan. 21st, after searching ONLY hotels that said they were pet friendly. When I got my confirmation, I found out the name of the hotel and called to confirm what their pet policy would cost. This "pet-friendly" hotel's pet fee is a $100 NON-REFUNDABLE FEE PLUS $25/NIGHT!

How is that pet friendly? My room cost $87 including taxes, but my dog will cost an extra $125?! That is ridiculous!

I spoke to Hotwire customer service, asking for them to add a filter to show a range of what a hotel would charge for pets. Like a 2-3 star place might charge this, a 4-5 star hotel might charge this, etc. Because I can guarantee that anyone looking for a discount hotel fare on Hotwire would NEVER be ok with paying $125 for their pet to stay for 1 night!.

Hotwire - add a filter to show a range for pet fees! Your customer service says this is not possible...really?! Of course it is. Poor customer service.

On 12/01/2016 I called hotwire customer service and asked please find me a hotel in Lois Vegas near the Strip within walking distance, reasonable rate with AARP senior discount from Dec31/2016-Jan2, 2017, clean for two adults and one child. I was given the above hotel. Problems we got with hotel:
1. It was about 15 minutes driving to Strip instead of walking distance.
2. Front desk was very rude.
3. Charged us extra $10.00 for utilities that never heard of that before.
4, Hotel and room that were given to us were very dirty and dark.
5. Immediately asked hotwire for changing hotel my request was denied.
6. Not enough lightning in the room.
7. Bathroom door knob was broken.
8. On two pillows for two adults and blanket for covering was given.
9. Room never got cleaned although I asked the front desk, never got it.
10. No internet or Wu-Fe to connect to out side world easily.

Went to Curação on december 25th. Getting there on the 26st Bdget could no find the reservation made thru hotwire. Called hotwire and they were no help.. After a 30 minutes call the attendant said they could not find another car and transfer me to budget (no-sense I eas on the counter and they have already told me they could not find my reservation and had no cars)