Hotwire
Reviews and Complaints

Stopped using Hotwire on European family vacation after our reservation of a Hotwire rated 3 star hotel at Hotel Rio in San Remo, Italy. The rooms and property were not as described with no wifi in room, no air conditioning, no warm water, light bulbs burned out, no towels in room and - once requested - was brought table linens to dry off with. Also, tv in room was small, in room minibar was a empty fridge, and the rooms were outdated, dirty, paint peeling, and musty smelling. When I requested new light bulbs and some towels and complained to the owner, he yelled at me and told me I could go stay somewhere else but he could not refund me my money if I did so. As I was travelling and did not have access to data and a cellular phone plan, we held out for 1 night.

I reserved a car through Hotwire in October, (yes I read the unrefundable...blah, blah, blah). Due to family circumstances our plans changed and we no longer needed the vehicle in the location we had planned. I called Hotwire and ask first for a refund due to unforeseen circumstances, I was told nonrefundable, nontransferable... So then I asked if the amount could be credited to my account for a future need, again, nonrefundable, nontransferable... So Hotwire has my money, I have no need for the vehicle because their customer service robots can't or aren't allowed to think outside the box and assist a customer. So now aside from my money they have lost a customer and gained someone that will tell everyone I know not to use Hotwire. They could have helped me and had a loyal customer, instead it is now my mission to spread the word about this money hungry, inflexible corporation.

October 26th 2016, I booked a hotel, only to find out just as I'm trying to check in that the hotel is full and the reservation has been cancel. I know that there is specific language stating that you cannot cancel your reservation, but had not idea that Hotwire allows the hotel to cancel it at their discretion. Hotwire could not find another hotel within 30 miles of my destination. They suggested I find my own hotel and offered to pay the difference. Fortunately, I was able to find another hotel with the same rating. To date I have not been reimbursed for the hotel I did not stay in and have not been reimbursed for any additional expense either.
Be ware of Hotwire. I will never use them again.

I booked a hotel through Hotwire.com on 11/02/2016, for one night in Cleveland, Ohio, at the Drury Plaza hotel in downtown Cleveland. After driving
hundreds of miles and several hours, I arrived at the hotel and was told Hotwire.com sold 5 rooms to 30 people. A Drury employee told me I was being
'relocated' by Hotwire to another downtown Cleveland hotel. Instead, I was offered options more than 30 minutes/miles outside of downtown Cleveland. In
addition, I was hung up on or disconnected multiple times by Hotwire.com, I spent over two hours on and off the phone with them. The employees at Drury did
nothing to remedy the situation. This is apparently common practice for Drury hotels to allow travel agencies to book rooms that don't exist.

I booked a hotel through Hotwire.com on 11/02/2016, for one night in Cleveland, Ohio, at the Drury Plaza hotel in downtown Cleveland. After driving hundreds of
miles and several hours, I arrived at the hotel and was told Hotwire.com sold 5 rooms to 30 people. A Drury employee told me I was being 'relocated' by Hotwire to
another downtown Cleveland hotel. Instead, I was offered options more than 30 minutes/miles outside of downtown Cleveland. In addition, I was hung up on or
disconnected multiple times by Hotwire.com, I spent over two hours on and off the phone with them.

Last night, I reserved 2 rooms for 2 days at a 3 star hotel in Northeast Austin, TX, but I was confirmed in a 2 star hotel.
I called Hotwire twice to have it exchanged or cancel, because of the poor quality hotel hotel, and my problem wasn't solve. By the way, the first time I asked for a supervisor, and she was very disrespectful, her name is Imee T. The explanation I'm given is that Hotwire widens the hotel qualification by considering other factors in addition to the star qualification. I've been before at this hotel chain and they are 2 star hotels, that is why I never go there.
Hotwire is no the state agency in charge of giving the star rating to the hotels, and I'm investigating how to handle this situation, if though consumer affairs or something else.
Please fix it if you have a consumer care department. I'm really very disappointed on hotwire.com and won't be recommending it anymore.
The hotel address is next:

Sleep Inn & Suites Austin Northeast
8410 East US Highway 290
Austin, TX, 78724

The call reference numbers are:
1.)REF#[protected]
2.)REF#[protected]

Please respond by phone or preferably email

Adrian E. Ail
M:[protected]
Email:[protected]@hotmail.com
Hotwire itinerary [protected]

Attn: research team
RE: Forced upgrade fee

Intinerary no. [protected]

I spoke to Sheng on Sunday, Nov. 13th at Hotwire to express a complaint on a forced upgrade fee that increased our original transaction from $195 to $350. We received this upgrade through an employee at Thrifty named Misty. She was very aggressive and deceptive. She said because we didn't get there on time car was gone. It was 3 hours past pick up time. (plane delay) They didn't have the car then she said we have to upgrade you to full size, extra $20 a day and then 5 days somehow ends up being $350. It was almost 1AM and she was a scam artist working for what is likely a scam company. She did not seem to be in integrity at all. Said my rate was $20 a day and then said with upgrade and extra $20. When she saw what my rate was ($20) visibly disappointed. And then hands me receipt saying something about a weekly rental plus an extra day and it goes from $40/day ($200 for 5 plus taxes) to $350? Total BS. And she knew it and was doing it to people before me. The customer ahead of me said he called to have them hold it and they didn't. They are forcing upgrades at this location.

Sheng instructed me to write you and submit a copy of the receipt for further investigation and reimbursement of the upgrade reinstating the original amount of $195. I have attached a copy of the receipt.
Thank you.
Kevin Troiano

on 11/10/16, i was travelling and booked a room but realized 10 minutes later that it was the complete opposite direction of where we were traveling.. So I called the hotel directly and cancelled the reservation and they told me I had to call Hotwire. I'll call Hotwire who then told me that they could not refund my money because the hotel the night they refund it was my penalty for canceling even though the website stated there were no cancellation penalties. On November 13th 2016 I again called Hotwire who put me through to someone else who told me that they were issuing a refund and I could expect it in 5 business days.. I believe the name of the CSR that I spoke with from Hotwire was Carl.. Today is the 21st and I have not had a refund yet. When I called the hotel the second time they said that it was up to hotwire to refund my money. I am extremely upset with your company and want to know when I will get my refund

My name is Alexandria Jones. E-mail [protected]@yahoo.com, and phone number is [protected]. I called 11/17/16 to make hotel reservations as I have on several occasions through hotwire, and upon completing the transaction, I stated to the Agent that I needed a suite. She instructed me to call the hotel and tell them and provided me with the number which I did. The hotel receptionist informed me that I could not be given a suite as it was not within the same price range, and told me that I had to call the third party I booked the room through. I did this, and explained to the gentleman what had taken place. He placed me on hold and called to the hotel, and when he came back on with me, informed me that I either needed to pay more money, or cancel my previous transaction and book another one at a different location which I did not want to do, all of which I explained to him I should not have to do, as I was misinformed by a Hotwire Agent. He would not do anything different, and told me that I had up until 24 ours before time to make a decision. I called again on 11/19/16 to try to get this matter resolved again, I spoke 40 minutes with an agent that said she couldn't pull me up by e-mail, phone number, or my booking number, and told me to look at my billing statement. I asked for a supervisor and was placed on hold for over an hour never getting to speak with a supervisor. I called back, asked for a supervisor, and had to explain everything all over, and in the middle of talking, without being asked to hold, music began to play and I was connected with someone that identified herself as Faye and as being a supervisor. I explained the situation to her. She also told me that I needed to pay additional fees also. I explained to her that I had been given false information by an employee, and she argued that a suite wasn't in what I put. I informed her that all I included was free breakfast, but I verbally stated to the agent that I needed a suite and was told to tell the Best Western Plus after we ended the call. After going back and forth, I was placed on hold to have the phone conversation pulled, and was then told it would take 5-7 days. I informed the supervisor that my trip was in two days and that I felt the fact of being given false information made Hotwire responsible to accommodate the costs. I also informed the supervisor that I was in the hospital and had spent almost 2 hours on the phone and had not gotten anything accomplished, and was not at all satisfied, as I thought a supervisor was to provide the best customer care which was not being done. I also informed her that I would like to file a complaint against her as well as everyone else involved in this situation. She continued to speak about the agent. She finally gave me the address to do so, but would not give her employee ID, she only stated that her name is Faye. This has just been an overall horrible experience, and not professional at all. Please pull and listen to the calls and you will find that I am telling the whole truth, and that your company is not being represented well by the people that are taking calls and booking, as they are not all honest. Hotwire is a great company, and so I do hope this gets resolved.

Hello,
I would like to express my serious disappointment and huge frustration caused to me and my husband by Hotwire.com.
As soon as I checked into my hotel today I have has several issues and here are the issues:

We were sold a 4 star hotel but Hotel 32 32 is not even a hotel, it is rather a hostel or studio apartment. This property not only does not have the requirements of a 4 star hotel, it's not even a hotel...there is no lobby, no room service, no food available, no housekeeping, no business center.
We were promised a QUEEN bed, the room has a full size bed. I have the measurements and pictures for proof.
I called 5 times, was on hold for 3 hours by different agents. Here is what I got from various costumer service agents from Hotwire:
One person hung up and never called back.
One person called the hotel management and told us that we can cancel our hotel, leave the room, pay for 1 night penalty (that we didn't even stay). She refused to offer another room to us...basically this means that she expected us to find another hotel in NYC on a weekend...I wonder whether she was joking or not?
Another person put me on hold for 45 minutes to discuss the problem with her supervisor, came back on the line, said she will transfer us to Chris who can resolve our issue, but her transfer meant hanging up and not calling back.
One person could not even find my reservation, she asked for my name, phone number, email address, itinerary number and etc.

I am wondering if someone is joking with me or not.

I just booked a week in Scottsdale with Hotwire. After I received the hotel name I was very dissappointed. Was supposed to be a name brand hotel chain...wasn't..

I Read reviews... disgusting. Roaches, filthy carpet, and noisy. I don't appreciate getting stuck into this type of hotel. Hotwire should have a better reputation. I don't want a refund if I can get into a name brand hotel that I was promised when I booked.

I made a hotel reservation at hotwire.com for NYC. They offer discount prices for hotels, but you will be informed the name of the hotel just after confirmation. I confirmed one and to my surprise got a confirmation not for a hotel, but instead to a Hostel. The cancel policy says it is not possible possible to get a refund, but is is possible to change to another hotel in case of problems. So I have requested to change, but again had a negative surprise when they told me for my case it would not be possible.
I think Hotwire is not transparent, they make fake advertisement to call your attention and they lie. It is not a trustful company at all. I don't recommend and will never do business with them again.

I have booked many flights through hotwire but now will NEVER book again after my last experience.

For the SECOND time, hotwire failed to send me a flight confirmation itinerary with all of my needed travel information. I called the customer service center and went through 2 reps where neither could track my flight details. Infact they said that i had no confirmed flight on their system.

Ofcourse this was stressful news to hear as I was positive that i had a confirmed booking and had built my transport and accomodation details around the flights times already.

I was forced to check my bank statements and then to call the direct airline i had selected for the flight. They sent me the itinerary within 2 minutes. They confirmed that hotwire was definitely the provider i had booked through. This was very displeasing to hear.

I then decided to call hotwire back to make a formal complaint about their error and poor service. I asked to speak to a manager or supervisor for assistance. I got transferred to FIVE different operators all in which said they couldnt help me or that i had been transferred to wrong department. In the end the last operator cut off the line half way through conversation to a status in which i couls only hear music. And that was it, i was forced to hang up. Absolutely the WORST service i have ever had from a phone operator service. The fact that i had to go through my own bank statements and call the actual airline for assistance and recieve no formal apology from hotwire is total bullcrap.

I wanted to book a hotel stay via HotWire website and after I filled all the necessary information and wanted to submit I got an error. Their site said that something went wrong. I tried again and the same thing happened. Then I contacted HotWire customer service and asked what was going on with their website and they said that everything was ok. I asked about the money and they assured me that payment did not go through. When I checked my bank statement I saw that HotWire charged me twice! I contacted them again and they said that they had no idea what was I talking about. What a scam! Avoid this site at all costs!

I accepted the amount of $970.04 and was charged over $1, 100.00. The double beds were included in the 970.04 and hotwire claimed they are not. It is on the snapshot i took when i agreed to the 970.04 for 2 double beds. I sent the snapshot of what i agreed to but hotwire refuses to credit my account. I now have to file this with my credit card for a refund and contact the attorney general regarding this scam.

I booked a room that was advertised as a 3 star hotel in New Orleans on October 11, 2016. The hotel Hotwire reserved was actually a Days Inn in Gretna - New Orleans.
As soon as I received the itinerary I check out the hotels website and it was definitely not a 3 star hotel. There were disgusting pictures of dirty toilets, paint peeling, some phones were not working. Not a 3 star hotel. I called Hotwire back immediately asking for a refund and they said they couldn't help me because I agreed for a 3 star and I told the clerk yes I agreed to a 3 star hotel in New Orleans not an old, dirty outdated hotel. False advertisement. I have used Hotwire in the past but never again. False advertisement and I advise others stay away from Hotwire.

Hi All,

This is regarding Hotel confirmation id:[protected]

We are traveling on our honeymoon through Cambria for the first time & have been booking most of our hotels from Hotwire. We have been very sceptical on our travel plans and wish to have a memorable & safe stay without any doubts at all. We tried to book one of Hotwires Secret deals and feel cheated after the reservation went through.

For our stay in Cambria with Hotel itinerary:[protected], we have been booked by Hotwire secret deal for Hotel Sea otter Inn. We have gone through reviews of the hotel and have not been satisfied. Most importantly the rates of the Hotel if booked from the hotel website is much lower $99/night while we paid $139/night when hotwire was showing a discount deal. Hotwire had displayed discounted rates on hotels like Fog-catcher Inn and Cambria Landing Inn & Suites with rates around $ 289 ) while the hotel eventually reserved during the booking was not of the same category at all.

Hotwire is not ready to cancel the booking even when it is 2 months in advance and there is so much difference in the rates charged.We called the hotel and they were ready to provide full refund if hotwire initiates it.
They are not even ready to provide an upgrade.

Regards

Just wanted to bring to your attention that Hotmail are duping the public into booking what they believe you to be a 5 start hotel which has only managed to reached 1 star on trip advisor and is clearly misleading the public.
I wanted to book a 2 night getaway for a special occasion for myself and my partner. Having lived in Manchester most of my life I was excited to see Hotmail had on offer a 5 star hotel in Manchester in the City Centre Northeast Area for £70.50 per night!
I saw that the banner at the top of the advertisement said The last person got the Lowry Hotel so I thought it was a legitimate offer so I booked.

This is what I got

Blue Rainbow Hotel High Street (see attached file) for £70.59 pn plus tax charges of £40.06 which makes this hotel £90.62 per night.
BTW- I can book direct with the hotel for £53 pn! Which I forwarded them the details but they then come back with the price match has to be within 48 hours of checking in! WHAT A JOKE!

Please take a look at the link at the reviews

https://www.tripadvisor.co.uk/Hotel_Review-g187069-d2658323-Reviews-Blue_Rainbow_Aparthotel_Manchester_High_Street-Manchester_Greater_Manchester_England.html#review_421938153

Are those reviews from a 5 star property? I wouldn’t pay £10 a night to stay there!
How on the same website can they class the likes of the Lowry Hotel, Hotel Gotham and Radisson Blu in the same league as the Blue Rainbow!

I have emailed hotwire and this is their reply”
To best assist our customers during the on-line booking process, Hotwire strives to provide clear instructions and accurate information on our site. We constantly review our hotel partners' star ratings to ensure we provide the most accurate and up-to-date information. I can assure you Hotwire continually evaluates our hotel star ratings, and by soliciting customer feedback following every stay we adjust our ratings accordingly.

Regardless of a hotel's star rating, you should expect a clean, private room that comes with housekeeping services. If you encounter a problem during your stay, contact us and we will work directly with the hotel to resolve it. We determine our ratings by:

- Starting with the Expedia star rating.
- Soliciting customer feedback following every stay and adjusting our ratings accordingly.
- Investigating and acting on customer rating concerns.

The hotel brands displayed on our star rating guidelines serve as examples only; Hotwire does not guarantee you will stay in one of the hotels listed. In addition, some hotel brands, like the the Lowry, hotel Gotham, Radisdin Bue Edwardian, feature properties in multiple star-rating categories because the rating is not based on the chain’s overall value, but rather on each individual hotel. Star ratings across travel site factor in the location, amenities offered and other unique characteristics for each hotel within a brand.

In order to secure our low rates, our agreement with our hotel partners is that reservations will be used as booked. For this reason, reservations cannot be changed, transferred or refunded. You can find our full Terms of Use by visiting http://www.hotwire.com/travel-information/terms.jsp. The terms of the booking are what allow us to offer the great rates you see on our site and for this reason, your reservation must remain confirmed with the original details provided at the time of booking.”

Can someone explain how after numerous bad reviews Hotwire apparently haven’t picked up on any of them as they haven’t changed the star rating. How many complaints does it take before Hotwire will listen and do the general public a favor by taking is property off the 5 star advert and putting it down to a 2 star rating

Hotwire have completely ruined what is meant to be a special family weekend

On appx 7/28 I was trying to get info about a hotel in San Antonio, TX and your website required me to enter my Debit card info to get further into the site. After I realized that it had charged my card, I immediately called to explain I only wanted information - the male agent told me I couldn't cancel or get a refund. He proceeded to tell me that he would have to locate a hotel for me. I told him that I already had a room at the hotel where the conference I was attending was. He insisted on looking, but he couldn't find a hotel in the area and I had been told that it might not be safe to stay more than 3-4 walking blocks away. But he wasn't able to even find anywhere in the area. I insisted that he refund my money and he said that he couldn't. I called my Card Company. US Direct Express as that is where my Social Security Benefit money is kept. They advised me that I could initiate a Dispute Claim thru them. I waited the required timeframe that they gave me and was told I would then have to wait 45 days for resolution. I received a letter this past week saying that my Claim was Denied. I am 68 yrs old and I live by my SS benefit. I can not afford for ANYone to take my money like this. I implore someone at your company please to take a look - perhaps pull and listen to the call. I did not receive ANY service, nor reserve, nor stay in any hotel serviced thru your company. It CAN NOT be OK to just Take My Money. Please review my Claim and reconsider by refunding me my 87.85.

I booked a hotel room for 3 days at Rodeway Inn in Colorado Springs, Colorado. I paid for the room right away and received an itinerary. Hotwire failed to inform me that the hotel had a $ 25 a night pet cleaning fee. I found out about it when I arrived to check in. So the bargain room of $45 a night was now costing me $ 70 a night, which the hotel was not worth. Be aware that Hotwire will tack on extra charges and not inform the consumer. Makes you wonder how long they've gotten away with this scam.