Hotwire
Reviews and Complaints

hotwire refused to change my rental car dates to match my new flight dates when I had to push my trip back a week. when I first called they said they would reimburse me the 131.38 and change the dates to match my new flight dates and charge whatever the fee was for the new dates. I was undecided about exactly when I needed to take the trip, so i called back the next day to finalize everything. I changed my flight o.k. but they refused to change the date for the car rental. they also refused to refund my money. I have to eat 131.38!

Hotwire is nothing but a joke. I booked a hotel with them in, vancouver, b. C., and they literally lied about the star rating. I booked a 3 star hotel and got a 2 star, at best, and that's being polite. I sent them pictures of this hotel which was, best western plus uptown, in vancouver, and then sent them pictures of other, best western plus, hotels in the same area, because they are so far apart from each other, and they still stood by their star rating. Anyone with a set of eyes could see the vast difference in quality between the hotels. The hotel I received, honestly, looked like a, super 8, motel. I swear on the holy bible, as god is my witness, it was really that bad.

I also understand that mistakes do happen, but, hotwire, took no responsibility after reviewing the photos and other reviews sent via email to them. I thought to myself, there is no way anyone could deny this mistake, it was just that obvious, but oh no, they denied it.

After trying to deal with a bunch of degenerates over the phone at hotwire and sending many, many emails to them, they have now chosen to ignore me completely. Great customer service (Said in my most sarcastic voice). It's actually appalling, how a company chooses to handle situations like these. It somewhat makes me sick.

I will never book with hotwire or their sister companies again. And, soon enough, they will crumble to the ground like so many other companies that thought they were untouchable. I can't wait to toast the moment.

“Horrible, dirty, old room!”
My wife and I tried Hotwire for the first time. We trusted that we would not have problems with a 4-star+ hotel. Well, we were wrong. We booked with the Hyatt Regency Pier Sixty-Six in Ft Lauderdale. The hotel room was not clean. The toilet bowl and floor had pee stains. The shower head sprayed water everywhere (ceiling, floor, walls, mirror), except in the shower itself. The carpet was dirty and worn. And, we had difficulty turning on/off the lamps. The hotel refused to provide another room. They said they were fully booked. Someone cleaned the toilet and that was the best they could do.
Hotwire is a mechanism for hotels to sell rooms that are sub-quality or in need of renovation. They would not be able to sell these rooms directly to Customers at the rate they would normally command. I supposedly received a 50% rebate by using Hotwire. I say that I paid double what I should have paid. The room quality was equivalent to a low-budget hotel. But, the food and beverage prices were definitely at 5-star levels!

I booked a plane ticket from sf to bogota and I immediately realize their was a one letter typo in my last name. After I purchased the ticket I call hotwire they said they will put an pnr to notify the airline... Today I recieved a phone call from hotwire they said they have to cancel my ticket and tell me to buy another one for 300 more... But I call hotwire and other two airline like 10 times to try to make that adjusted but both side bouncing the to each other. Than I call lan they said hotwire had the ability to adjusted bc and lan willing to help. Right now hotwire is totally not helping their customer to get the best of their purchase... Its a human honest mistake but why they give such a hassle to the customer. I understand their is policy but a letter typo correction is not like my whole name change. Just simply one letter costing me such a anxiety... And now I cant even sleep that why I writing this complaint.

Do not buy the cancellation insurance from hotwire and allianz. It is a scam. They do no refund your money for personal or business reasons if your trip has been cancelled. It is an emergency situation only in which they will refund your money, so don't waste the $8.00.

Their website advertised a hotel as being 4.5 out of 5 traveler rating (Tripadvisor)
When i booked the hotel, I got a hotel that was rated 2 out of 5!
They said it was a glitch in their system (YES, THEIR SYSTEM) and would not do anything for me except give me $30 in Hotwire money.

LIKE I WOULD EVER BOOK WITH THEM AGAIN!

Hotwire was advertising a 4 star hotel on their site on the South strip in Las Vegas at an un-named hotel. I called the Hotwire phone number and talked with an online agent. I specifically asked the person, who's name was Leah that the offer was indeed a 4 star hotel located on the Las Vegas south strip, She said yes. I again verified with her that is was a 4 star hotel located on Las Vegas Boulevard. Again she said that was correct. After I went ahead and made the online purchase. It came back and identified the hotel as the Westin Casuarina Hotel & Spa, located on E. Flamino Rd. This is about 2 blocks off the strip. Secondly, after reading the reviews of other patrons to get fooled like this, the majority stated there was no way this was a 4 star hotel. It appears Hotwire only rates this 4 star because of the "Westin" brand name. I felt duped. The next day I called the Hotwire agent line and tried to get the sale reversed on misrepresentation. The agent said she was sorry that I felt they misrepresented the location of the hotel, but all sales were final. I explained that the hotel was not on the strip because it was not on Las Vegas Boulevard. This agent Carol stated they were within their rights because the Westin Hotel is located in the green circle they show on their hotwire map. I explained that I specifically asked the agent Leah last night if the hotel was located on Las Vegas Boulevard and she had said yes. Carol stated that even the agents do not know exactly where the hotels are located and the agent and she probably just didn't know that much about Las Vegas. I asked to speak to a supervisor to plead my case and Carol said even though she understood my issue their was no way they could refund my purchase, because others have complained previously and Hotwire never reversed the purchase, so it would be futile. I can't believe they can continue to take advantage of patrons like that and never have to pay for their misrepresentations. I hope that somewhere they will have to change their ways. If you can help in any way I would appreciate it.

I recently booked a flight on Delta through Hotwire. Hotwire misspelled my name, my email and then sent me a confirmation that never arrived. I called and was put on hold twice for 55 minutes, 45 minutes, and then just called again as if to book a reservation and got right through. They then corrected the email and said they corrected the name on the ticket. I then received the original email with the ticket confirmation. I checked in with Delta to confirm the reservation and they did not have it. Back to Hotwire, same hold issues, then again with the name spelling and this time they sent a note to Delta documenting the mistake. It is now the day before the flight and Delta has the confirmation number, but does not have the correct spelling of my name and confirms that I will have problems with security when I try to check in. They said to insist that Hotwire re-issue the ticket with the correct name. Hotwire says it can't and its Delta's problem not theirs.

I booked a rental car with the stipulation that I needed an infant car seat. Prior to booking, I repeatedly stated I HAD to have an infant car seat. Because of their "no-refund, no cancellation" policy, I told the agent several times I HAD to have a car seat. She said, "no problem -- when we're finished with this reservation, just call Alamo to reserve the car seat." She gave me Alamo's phone number, and went on to say, "We require all our car rental agencies to have infant seats and GPS". SHe assured me I could call the car rental agency and reserve the infant car seat. After I completed the booking, I immediately called Alamo and was told they I could NOT add a car seat to the reservation because "the reservation belongs to Hotwire". I explained that I HAD to have one for my 10-month old grandchild, and Alamo basically said "tough". I then called Hotwire back to cancel the reservation, because I had been LIED to, and they basically said "tough."

So, to say they LIED and MISREPRESENTED the terms of the agreement would be an understatement. The girl who took my reservation flat-out liked, made a false, deceptive, and misleading claim when she told me that reserving the infant car seat would be "no problem". She repeated several times, "no problem, no problem, no problem." When I asked for Hotwire's corporate headquarters, I was told "I'm not allowed to give out that information." SCAM. I am filing reports with BBB and California Attorney General Office demanding a refund of my $357 car rental.

Avoid hotwire at all costs
My wife booked 2 nights on hotwire in northern michigan for us and our two sons... As one of hotwire's "hotdeals" you dont get to see the hotel, but get the amenities... Pool, jacuzzi, etc. This was a "3 star hotel" according to hotwire. When she ordered and paid for it with no refunds as an option, we found that the hotel was a best western motor lodge with exterior doors. We went on their website and the self described facility by best western was 2 stars! I called hotwire and explained that in late february in northern michigan we cannot have boys running outside to go to the pool, vending machine, game room, etc... And that their "3 star hotel" was really a "2 star motel". All I wanted was a refund of a purchase made 30 minutes ago, but no such luck. After escalating through 3 supervisors, and explaining that we had used hotwire for 20 years, and that a refund will be issued to me by amex anyway, they would not cancel the reservation... My duty is to now tell you all what a bait and switch you risk with this non customer friendly company... Do not use them... I wont after 20 years of doing so...

We booked a vacation pkg for 2 adults with Hotwire Vacations on Dec 4, 2011 for flight, hotel, and car rental from Moncton to Ft. Myers Florida for Jan 18 - Jan 27th and paid in full $2478 CAD the same day. Received an email Dec 8 advising a flight schedule change to our return leg on Jan 27 necessitating an overnight in Toronto (at our additional cost). When we checked in with Air Canada @ Moncton, we were advised the connecting flight to Ft. Myers FL for 8:15PM had been cancelled, and the 'other connecting flight fromToronto departed at 2:45PM'. Since this was 3:00PM Atlantic - we had already missed the connection flight. When Hotwire Vacations was contacted and informed tht no prior notification of this outbound flight change had been received, all we got was a speedy transfer to Air Canada, who re-booked us on a 9PM flight from Toronto to Orlando. When we again called Hotwire Vacations to arrange to revise the car pick-up from Ft. Myers to Orlando, and switch hotels for 1 night, we were told they can do nothing on the same day. We once again had to pay the additional accommodation and car rental cost for this 'failure to communicate;' All subsequent attempts to talk to a Hotwire agent resulted in an immediate disconnection. Once we returned home, we sent an email to Hotwire advising of our disatisfaction and requesting some explanation for leaving us in the dark, and hopefully and offer of reimbursement for our additional costs. We received the standard 'someone will reply within 12-24 hours' response. Well as of Feb 15th, no one from Hotwire has replied, and an additional charge of $434.67 has been processed to our credit card. So far this $2500 all in package has cost us in excess of $3000 without any response from Hotwire. What a HotMess!

I booked a hotel through hotwire last night. They were advertising a 3star hotel that showed a retail price of 113/night for 65 a night. I ended up getting a crappy hotel that I could've booked online directly at the hotel's website for cheaper! I immediately called hotwire to explain what happened and they wouldn't do anything to fix it. The whole point of using them is to get a discount by not seeing the hotel until after you pay for it. Yet, I got no discount, actually paid more, oh and they gave me a smoking room when i'm traveling with my two small children. My call was escalated to a supervisor who also told me the booking was final. When I told him this was false advertising, he basically dared me to prove it by telling me to show him a printout showing that it showed me 113/night on the site. I have that printed which still didn't fix anything. False advertising at its best! I will never use them again, not for myself, or anyone else I book travel for.

I paid Hotwire for reserving me a car in Dallas. As I asked for an upgrade, I was told that I would only pay the difference between what I had already given Hotwire and the total cost of the rental. The two forms of payment were written in the contract. However, the rental company charged my credit card the entire amount. When I complained to hotwire I got this response:
Dear Bernard,

Thank you for contacting Hotwire Customer Care regarding your travel arrangements on Hotwire Itinerary Number [protected]. I understand you feel you were billed twice for your rental car.
In order for us to review your situation, your immediate attention is required. Please provide the following documentation:
- Credit card statements showing the payment to Alamo.
- A copy of the rental car receipt
- A copy of this email
Please fax your documentation to us at [protected] immediately. If you do not have access to a fax machine, please send your documents to:
Hotwire Research Department
P.O. Box 22154
Green Bay, WI 54305
Please note, we are unable to accept email attachments for review.
After we complete our review - which may take up to 10 business days - we will notify you of the outcome via email. Please note that we cannot guarantee a specific resolution.
If we can be of further assistance, please feel free call us directly at 1-866-HOTWIRE [protected]). Thank you again for choosing Hotwire, we appreciate your business!
Sincerely,
Krista F.
Hotwire Customer Care

Although they realized that there could have been the possibility of a double billing, they still affirm that: "we cannot guarantee a specific resolution." Hotwire was happy to take my money over the web, but I would have to fax all the papers to them. What kind of company is it that fails to guarantee that their client would not be billed twice?

I reserved a vehicle from Hotwire on Tuesday January 10. On Wednesday January 11, my friend went directly to Budget and reserved the same vehicle for the same dates for $144.37 less. Wednesday evening, called Hotwire and explained the situation. Trevor said I fell within the 48 hour Price Match Guarantee and send in the paperwork. I offered to email but was told to mail or fax. I faxed the paperwork Thursday morning with my phone number to call.

I received an email back Thursday afternoon stating that I was not eligible for a refund because the document showed a different time. The pickup time showed 4:00pm. Mine said 4:30 pm. But everything else was the same. My friend called Budget and had her pick up changed to 4:30 pm. It was still $144.37 less. I called Hotwire Thursday evening and told them there is no price change and my paperwork shows 4:30pm and I could email to them right away. I was told I could not email and would have to fax or mail it in, but it did not matter because I was beyond the 48 hour time limit. Spoke to 2 supervisors.

Now correct me if I am wrong, but had I mailed this in, I would have been automatically denied because it would have been received beyond the 48 hour time limit regardless. How much more deceitful can this be?

I was going to book a full-size car for $37.88 bu the website link appeared to be "broken". So I called the number and gave them the reference id for this price. The guy on the phone said I could book the car at that price and then right before payment said "oh that car is no longer available... you can book the same one for $66 though."

I asked him why the price increased almost 90% during checkout and he said the deals change by the minute and that the $66 was still a very good price and that I should book it. I told him I wanted nothing to do with these bait and switch scams and that I'd never do business with them again. Not out any money but they did waste 45 minutes of my life .

In mid August 2011, I booked two rooms in Biloxi for Labor Day weekend (September 3-5, 2011). I purchased the Travel Insurance, just in case. We planned to drive from Houston to Biloxi. Tropical Storm Lee hit the New Orleans and Biloxi area that weekend so we were unable to drive there. I turned in a claim to the travel insurance company, Access America. They denied the claim saying this was not covered! I guess that driving through a Tropical Storm to get to the hotel and then spending the weekend in the Tropical Storm isn't a problem. The Hotwire website states that you can purchase travel insurance to cover you in the event of among other things, a natural disaster. I'm out $400+

I have used Hotwire before but won't do it again. The chance to save a little isn't worth it. I found that many hotel websites will give you rates that are only slightly more and you can cancel if needed.

I purchased tickets to Cincinnati, OH for the dates of 11/12-11/15/11.

The class I was supposed to attend was cancelled and Hotwire told me that they couldn't cancel the flight - they couldn't issue a credit for the ticket price - and I could not carry a credit to travel at a later date. They also informed me that I was the ONLY person who could travel on this ticket - I couldn't transfer the tickets to even my HUSBAND!

did my research online fare compare came up brought up many vendors for my choosing each vendor offered price assurance guarantee till the date of travel to ensure you get the lowest price. upon picking one and it happened to be hot wire.com, first question was do you have price assurance guarantee and if i purchase these tickets today and two weeks from now if the price goes down do you guarantee the new price I was told yes I booked it and now they are not honoring what was said it misleads customers into purchasing and the agents barely can speak good english who knows what other lies do they use to lure people in for business.

I booked a room with Hotwire but accidentally chose the days the week before my vacation. I checked the confirmation 48 hours after I made the reservation and discovered the error I phoned Hotwire to change the dates. They told me no, that there was nothing they can do "sorry buddy your out 400.00". If I had of called 24 hours after making the reservation they would of been able to help me, but 48 is too long. I am trying to have visa reverse the charges through the resolution centre. I hate Hotwire ! I would never book so much as a ### through them even if they were the last sit down toilet on earth. HATE!