Hotwire
Reviews and Complaints

Just had a nightmare scenario with Hotwire.   Booked
The Portofino Hotel & Marina
260 Portofino Way
Redondo Beach, CA, 90277 on February 14, 2016 with Hotwire and received a confirmation email. When we arrived at the hotel we were told that the hotel was fully  booked and that Hotwire/Expedia had continued to book rooms because of a 'computer glitch'.  More than 20 guests in total were in this same situation and Hotwire did not send out any warning messages so everyone traveled to the hotel before discovering the error.  After more than an hour on hold with Hotwire, I finally got through to a customer service rep who knew nothing of the situation and of course had no authority to deal with it other than to process a refund.  He refused to give me access to his manager and could only spout bureaucratic procedures to confuse and frustrate me. To make matters worse, there were no other hotels available in the region because of the long weekend holiday. So they were unable to book us into alternative accommodations. Any hotels that were available were one or two stars costing as much as $500 per night. And even those were snapped up before it was possible to secure them.  Finally, the customer service rep disconnected the call and did not attempt to call me back. I filed a complaint with Hotwire but so far they have refused to take responsibility. While mistakes happen, it is outrageous and unconscionable that Hotwire has not taken full responsibility for their error and steps to compensate their customers.  They obviously have far too much control and influence over the travel booking industry because no one can hold them accountable, not even the hotels, and they appear to have achieved near monopoly situation.

I booked a hotel through Hotwire and I must say that stay was a real nightmare. Every time I contacted customer service I heard only excuses. I must say that their customer service workers are mentally disabled! I called them many times but they could not understand what was the problem. I explained what happened a million times! The hotel room were disgusting, dirty and smelly. I wanted a 3 stars room and they booked a room that looked less than 1 star! Everything there was dirty, there were even stains on my pillow! And they also gave me the wrong address and it took me 2 hours to find the right place. I trusted this company and wanted to give them a chance, but I'm definitely done with them! They are the absolute worst travel company ever!

First let me clarify that my statements are not meant to be supremacist in any nature, but in order to conduct business effectively free from error; there must be an ability to have clear concise communication with all parties that may be involved in the transaction. In this case it was not, Hotwire has chosen to outsource their business to other countries which forces there consumers to deal with customer service agents who fail to understand or speak English effectively. On December 4, 2015 I called in and spoke with an agent with a very thick accent (which made it extremely difficult to comprehend) about changing my airline ticket(INT #[protected]) to a departure date of 01/07/16 AND I clarified on several different occasions during the conversation . I recall at one point instead of speaking my the date I gave the agent and numerical version of the date to ensure her understanding; but to no avail the agent re-booked my ticket for in error for 01/27/16 versus the 01/07/16 that I communicated several times during this conversation. Once I discovered the error I reach out to Hotwire who after my insistence agreed to listen to the call in question and follow with me within a couple days for resolution. HA ! There so called resolution was to leave me holding the bag and stating they listened to call and confirmed the agent in her recap said the 01/27/16. I then asked Trina in their corporate department, how in God’s Green Earth were you able to without question able to understand what she stated AND MORE IMPORTANTLY what about the portion of the call which confirmed that I told their agent repeatedly the 01/017/16? Is there no level of accountability? I then explained to her due to thick accent, communication was already very strained and I thought I had got my point across when I told repeatedly 01/07/16 that everything was fine? Oh no, this is a moot point and in their opinion; I am the ONLY responsible party as a result I was forced to purchase another ticket for $1266.90 Hotwire thinks they are absolved from any responsibility, but I beg to differ! I would like to request the price of my ticket to be refunded that I was forced to purchase due to their poor business practices and unwillingness to do what fair and equitable.

I booked a room for 2 adults and 1 child but at the check-in, was told the booking was only for two adults. The hotel staff explained to me that she could see my booking but the problem is Hotwire which only booked 2 adults. So they could only give me either a queen or two twins, or $50 more a night will do. Or I could take the matter with Hotwire.com. I called the customer service at Hotwire.com and hoped they could help me out. But as soon as the rep pulled up the reservation and must have realized the problem, he changed tone right away. He asked what the hotel gave me. I told him again, queen or two twins. Then he said, "so you got two beds right? How many beds you want, 3 beds?" So arrogant! So I asked him to talk to the hotel staff. But when the staff took over my phone, the Hotwire rep hanged up the phone.

My sister rented a car for a family vacation. A few days before our flight she learned she was pregnant and didn't feel comfortable taking an 8 hour flight and decided to not go. She called hotwire to change the name of the car reservation from her name to mine. Hotwire decided to be 'nice' and make the change but decrease the days, leaving us stranded without a car the last 3 days of our trip for the same price as the full 7 days that we had paid for. I regret not reading reviews prior to booking with them as it seems they are notorious for cheating people. Don't do any business with them!

I have no other choice than dealing with Hotwire communications since I live in a building in Bal Harbour that contracts Hotwire. Since they are now installing Fusion I finally am able to get the French channel tv 5 which I subscribed to among other upgrades. Unfortunately, this channel does not work properly : I keep loosing the sound on this channel. I complained many times but the issue has not been corrected. So frustrating that they cannot help

I booked a hotwire hot rate hotel on November 15th. The advertised price was for a $1349.00 room for 73% off. I paid the 339.00 dollars plus fees etc. When I received the hotel I was thrilled to find out it was the new Margaritaville Hollywood Beach Resort. According to the price I was to get a room that was originally $1349.00. I was booked into a intercoastal room by Hotwire that was never that price. I was told by the hotel management that Hotwire booked me into the double intercoastal for $120.00. The hotel also told me that room never has been $1349.00. The regular rate for that low category room is around $300.00. I overpaid for the room through Hotwire. When I contacted Hotwire I was told that room prices change everyday and that they take an average of the prices in the area when they advertise a price. I was told that there was nothing they could do for me since it was a no refund price. I explained that according to their website, I booked, in good faith, a $1349.00 room for a discounted price of $339.00. I was once again told that prices change daily. When I told them that that room never went for $1349.00, I was once again told that they take an average of the prices. I booked a room in good faith expecting a good discount and ended up overpaying for my room. When I went on the hotel website, the Florida resident rate was $271.00 for the same double intercoastal room. I asked the hotel for an upgrade hoping something could be done, I was told since I booked third party, there was nothing they could do. I would like a refund because I did not receive what was promised or a least a partial discount.

Rented a car while on holidays this summer and paid double ! It's been a fight with Hotwire since I got back home from holidays this August I finally got a email stating that they did in fact screw up and are going to refund me but things have not progressed and I have call Hotwire customer service at least 30 times now and have to start from the beginning each time ... Poor service and you can stay on hold for an hour and be passed on to another agent and start all over again or better yet after waiting an hour the call magically gets disconnected ?!?!?! I have sent a complaint to the BBB hoping for an answer from them and I will not give up until I get my refund ... It's the principle of the matter. I am fustraited to the max and am now going on as many scam sites I can find to make sure that other people do not go through the same experience that I have gone through ...

I booked a hotel for my employee in Baltimore, MD. Upon arrival he was told the hotel was booked and that they had just sent another Hotwire customer away 15 minutes earlier. I called and I spoke with Ervin R, Employee # [protected]. He was unable to locate another hotel so he arranged for my employee to stay at a $480 per night hotel. He gave me his name and employee number and assured me if I submitted the receipt that I would be refunded the difference between the $480 and the original $88. Of course I did that, or I wouldn't be here writing, and believe it or not, Hotwire wrote me back and said they could not confirm that the hotel was overbooked and not only kept my $88 but did not refund the $480. I am writing a letter to the President of the company. Until then, I will use Orbitz.com. On Orbitz.com, they allow you to enter your frequent flyer number and earn additional points. Screw Hotwire.

Called Hotwire to try and re-book a flight however Rep/Supervisor "Sanfire" ran CC for one amount then said that she needed to change a higher fee due to them having a error on there end. I said if its your error and rate goes up why are we liable for the higher rate. She said that was procedure never offered options to maybe fly out at a different time to get same rate as originally quoted. Very rude person. No Customer Service, would not work with trying to get it resolved and reissue, said she would only wait 2 min and then would have to hang up if no answer was given. I asked for Manager and she was able to help with options but why the need to speak to someone else, 1st rep should be able to help you with changes and or options otherwise why are they in customer service. total of 1hr 40 min to get a re-booking flight!

Hi,

I checked into '[protected]@Queen Anne' hotel in Seattle on 1st of September and the moment I got in, I could see that the hotel is a very old one. While sleeping, one of the wings of the ceiling fan broke and fell on my head. I came out and filed a complaint with the hotel reception. They offered me a change of room with no charge for the night. Around the same time, I called up the Hotwire customer care and filed a complaint asking for a change of the hotel. The guy I spoke to said he really can't do anything until the next day and that apparently how is the hotwire booking system works. I called up the next morning and this time it was a lady at the Hotwire customer service and I explained her everything again and asked her for a change of hotel for the same price. Since Hotwire put me through this and since put me in a hotel which put my life at risk, the least thing I would expect is for Hotwire to own up the mistake and offer me a change of hotel. The lady I spoke to said she can make a whole new reservation through hotprice and that I could get into any hotel as per hotprice policy. Only request I had was that, if I have go back to the same hotel, I don't want to do it. She wouldn't listen to me and she is not understanding my problem and she just put me on hold and hung up the call.

This is ridiculous!

For a company like Hotwire, this is not a decent thing to do. You guys have to maintain some standards. Ideally, I can sue you guys and the hotel for the whole thing. The only thing I asked was a change of hotel and you guys couldn't even do that. When you can't own up to the mistakes you have committed, you are not supposed to run a business.

I book a hotel only to learn upon arriving that Hotwire had overbooked the rooms here. When I called to inform Hotwire I was put on a 45 min hold. Then was told it could not be refunded, , , was put back on hold after I protested that they( Hotwire) overbook the hotel, , then after another 20 min another lady came on and asked alllllll the same questions all over again. I had to start from the beginning, , , , , , , was put on hold again while she called the hotel and verified that they had no rooms available, , , , , after over an hour of holding and recapping the story I was cleared for my refund, , , , , , , needless to say I will never use Hotwire again no matter what their advertised price's are. It was a horrible experience and one I will be telling to anyone asking how to book an hotel room. DO NOT USE HOTWIRE.COM, , PSS they said it was a 3 star hotel and it was straight up trash ! Just saying .

Hotwire advertised a great $1.99 base rate plus excessively high taxes and fees for a FLL airport car rental. I called to get the proper taxes and fees applied (which Hotwire uses on their more expensive base rental rates). I was told by a supervisor that Hotwire could not verify the taxes and fees, but to call Payless to get the fee breakdown. I got the correct itemized fees, but when I called Hotwire back, they refused to honor them. Beware - their bogus, unspecified fees on hot rates bear no relation to the actual fees charged by rental car companies! As a result their hot rates may dramatically understate the actual base rate you are paying for the rental. In my case, the quoted $1.99 base rate was actually about $11.99. Fortunately, I didn't book with Hotwire and got a much lower total price elsewhere, even with a base rate several times higher.

I called Hotwire.com 4 times to ask how they calculate the tax/fee component of the price they quote. You can get a quote on the same car for the same trip and one will show taxes of $45 and the other will be $90. This makes no sense so I inquired why there is such a discrepancy. All 4 employees initially tried to circumvent the question with nonsense answers that made no sense and didn't answer the question in any way. When I asked them to explain again how it works because I didn't understand I was hung up on. FOUR TIMES. There was no rudeness or disagreement with the hotwire.com "employees" so it seems that they are trained to just hang up on you when they don't want to answer the question. After reading numerous complaints from others it seems they run the same scam if you email a question...just respond with some nonsense that has nothing to do with the inquiry. There is something fishy about their taxes/fees and they don't want to tell you anything about how they're calculated.

Booked a flight with Hotwire on July 2 2015 with American Airlines for 2 from NY to Chicago. Departure date was for Friday August 7, return date was for Sunday August 9. Email confirmation date had return trip August 7 with an hour stay in Chicago. Notified Hotwire which by the way runs their business out of the Phillipines that return date was wrong. I was kept on phone with Hotwire for over 1 hour trying to sort out high penalties for a mistake they created. In the middle of the conversation Hotwire hung up on me. I Called back only to be told that they added another batch of fees because the call ended. Again, I was on the phone for another hour and half only to be hung up on again by Hotwire. Because of all these call backs my $286 flight went to $915 with 3 hours of phone time. I talked to 3 managers and 2 associates all saying that American Airlines was at fault. In the end I have to pay $800 for a $286 flight. Hotwire was rude and gave no assistance whatsoever and all blame was put on the Airlines. This was the first and last time I will be using Hotwire and am very disgusted that domestic business like this has to be conducted overseas.

I booked a flight for 4 people and purchased there insurance to be able to change dates if needed, I tried changing dates with the airlines and they told me to call hotwire, after 3 hours on the phone I was told by the insurance company that I do not have insurance that they can find and told by hotwire I do but they could not contact the insurance company because they were closed. All I wanted to do was change my tickets to this Saturday since my Mom is dying. They charged my card for the insurance, so how do I not have any?