Hotwire
Reviews and Complaints

www.5thingshotwirewonttellyou.blog.com/

I purchased two nights at three-star hotel through Hotwire® Hot Rates® on July 2011 Itinerary #[protected]. I checked Hotel.com®, Expedia®, and Orbitz®, and discovered a lower star rating and reviews that were riddled with customer complaints. After checking the hotel location of Google street view, I relized that I had been sold less than a three star hotel. I called Hotwire®’s customer service the issue and asked for a refund. I pointed out the star rating difference and customer complaints from the sites where Hotwire® gets their averages. The customer service representative checked it out and saw that it was different. He and his supervisor refused to refund my money. I made it clear that I wasn’t getting my money’s worth but they still refused to give me fair treatment. I spent an hour and half on the phone hearing each reason given for a refund met with “Hotwire® policy” explanations. I spoke to the supervisor two times. I was polite and reasonable about the complaint and provided proof of the star rating difference. They refused to acknowledge my complaint or aknowledge that I was getting less than I paid for. This is not an isolated complaint see Hotwire® reviews on

Online Travel Site Review and also Hotwire Issues: The Final Verdict

Hotwire® refused a refund, and anything that resembled customer service, so I was forced to keep the inferior hotel. The reviews about the establishment were accurate. This was definitely not a three star existence. But first, as part of an honest review, the beds were comfortable. Breakfast was great and included hot sausage and eggs. The staff at this budget hotel were very friendly.

The reviews warning of a rundown hotel turned out to be correct. Our room smelled so bad that I asked the front desk for an air freshener to make the room bearable. Housekeeping was very friendly and helpful and sprayed the carpet with a deodorizer which improved it somewhat but I would not have been surprised if our room was not cleaned at all before we arrived apart from a change of bed sheets. We found a set of clothes and socks left in the corner by the previous occupants As I noted in the reviews of the hotel, the limited parking lot was shared by the bar next door. We were awakened at three in the morning by two drunks who were pounding on the hotel door across from ours and yelling for them to open up. After a bit they discovered they had the wrong room and wandered up to the next floor. That was our “three star” hotel. We did not let it ruin the trip, but obviously did not feel like we got a fair deal.

On August, 8, Wednesday afternoon I received an email from Hotwire Corporate Customer Care. And I was given….. 30 Hot Dollars, redeemable through Hotwire! It’s quite humorous if you stop and think about it. I suppose they didn’t consider that my reaction isn’t going to be to go back and book another hotel with them after being ripped-off. A “credit” that asks the customer to return to do business where he has been burned is comical. More than likely it is a convenient way for Hotwire to save face without actually doing anything useful. So, it sounds like either way you take it, as customers, we are on our own.

I recently was looking for car rates in LAX for 1 week. I had several serch engines running the same dates and times I had entered. Hotwire showed me the best rates and said it was using Alamo, Budget, Enterprise, all respectable companies. I saw the best rate hit book this...said it would not tell me who the company I would be using until reservation was finished. I completed credit card info hit book and saw it was Enterprise (Yeah) great Co. well then looked closer at reservation had dates (1 month later and 1 day longer then my original) dates I had entered that all windows had auto populated. I called Enterprise they said I needed to call Hotwire. I did call reached a rep. named BRANDY and she said she was sorry but she had to cancel this reservation and would refund the $241.00 rate I got. I was very upset that she could not just change the dates and times. She said the funds would be immediately refunded and I would receive confirmation as I did get that while we were on phone. As she is rebooking she says those rates are not showing and it will be $25.00 more, so I very angrily said OK book it as I need to complete this. We review dates and times and she said I'll receive email confirmation, immediatley while we are still on the phone I get that...review dates and times and tell her BRANDY the return time in incorrect, it says 7:00AM and I am returning 7:00PM. She say's ok let me change that right now. I ask will I get another confirmation she say's YES might be 10 min. I thought OK thanks...we hang up I wait another conf. shows up same stuff not time change? I call back and the call person say's well can't change we will need to cancel this to make the change time. I am livid now and demand they change as the rep made the mistake NOT ME. I ask for supervisor one name Mica get's on the phone she asks me to hold to review the call. I hold I hold I hold...20min. later no Mica. I hang up call back and get put on hold again...no one comes back. 4th time calling I get someone who says let me transfer you to Post-reservation they are the only one's who can change. He says the same thing I can cancel and re-book. I tell him NO WAY am I having you take now $241.00 and $266.00 out of my account and make ANOTHER reservation. He puts me on hold 5 min. comes back says well I can make a RETAIL reservation, refund this one to you and OFFER you $50.00HOT dollars for future. I tell him no thank you I will NEVER use you guys again. I ask for a full refund to cancel he sends this conf. to me. We will see if they refund my $500+ dollars back...! NEVER EVER USE THEM! Horrible horrible.

I had the worst experience with hotwire for a car rental with enterprise company. My husband and I had to fly to seattle, and our flight arrived at 10:30pm. We had scheduled for a car reservation for 10:30pm with enterprise, which is at a off site location. We read everything, everything, I mean everything on all the information sent to us by hotwire before we decided to complete the reservation. After we got off our flight, and finished picking up our luggage, it was 10:57pm, we proceeded to the island to wait for a shuttle to take us to the off site location of enterprise. After waiting for 1 hour to midnight, in the mid 50's weather, no shuttle from enterprise ever came. So, we called enterprise, and they told us, the enterprise off site location close at 11pm. Now, it is midnight, and we just found out we cannot pick up our rental car. We called hotwire immediately because in no-where on our reservation did hotwire say that enterprise closed at 11pm. If we had known the off site counter at enterprise closed at 11pm, we would not have chosen this company, and we would not pay for the reservation. Instead, hotwire claims they have no responsibility to tell us enterprise closed at 11pm.

I don't understand why hotwire feels that they have no responsibility to tell us that enterprise closed at 11pm. Instead, hotwire said we should have known ourselves. So, we called back enterprise to see what they can do to help us, and enterprise tells us that enterprise had always told hotwire that their location at seattle international airport closes at 11pm. So, hotwire is lying, and not admitting they are deceiving customers because hotwire don't want to admit they are at fault.

I am posting this here because I want to make sure this never happens to anyone. I mean, imagine if you are a single mom with a young child or baby, and you found out at midnight standing outside of the airport at the shuttle bus island, and just found out that you now have to wait until the next morning, until 4am to pick up the car.

Just to be clear, enterprise did not wrong us, because enterprise always knew they would close at 11pm, and they sent over this information to hotwire, but hotwire never disclosed this information to us.

So, please anyone, if you ever made a car reservation at hotwire, make sure you call hotwire to find out what time the car company pick up location closes before you decide to pay.

Do not complete a hotwire.com transaction. Hotwire claims that you will get the best price for services that are categorized but not disclosed. Under the false pretense that you will get the best possible price from the best possible provider you may be willing to commit to a non-refundable, non-alterable transaction. Hotwire does not tell you who you are buying services from and any specifics until you commit. In my case the when I was told what I purchased the I realized the services were misrepresented and I had no way of canceling or altering the transaction or getting human interaction from hotwire. Most important, when I got the specifics, wothin minutes I found I was paying a higher price than what the hotel or other sites like Expedia, Travelocity & Orbitz were quoting for the exact same product for the exact same dates. I also realized I could have booked a much better hotel in the same vicinity for less but now committed to the highest price and lower quality product with absolutely no chance of canceling or altering the purchase. Most important, they market their 'double-difference' price guarantee which is non-existent. Within minutes I sent claims through their web system with proof that I paid a significantly higher price. There was no response and when filing a Better Bureau claim they responded that they never got them - although I had the e-mail transactions to prove they did. In summary, you will be paying a higher price for a service provider you do not know and cannot cancel or alter the purchase. The whole thing is a scam. You will do much better booking through a reputable site (Expedia, Orbitz, Travelcity) where you know exactly what you are paying for, you will get an actual price guarantee, and get human interaction and service. This was a $1, 233.00 mistake on my part. Do not let this happen to you.

I just booked a non refundable hotel on hot wire, where you don't know the name, and when I found out what hotel it was it apparrently has a terrible bed bug problem...suggestions? It is the super 8 in Langley BC and the hot wire reviews are very good...but very misleading

I called hotwire on my way from cape coral fl, to key west as I was tired and needed cheap sleep for the night. I could not even get any info until she got my credit card info. When I asked her direct questions as "where is said hotel" and "what is the name of hotel" she could not give me a direct answer... I did not accept terms of service and told her to cancel and not charge my card. (And hung up) in reviewing my account today - they charged my card $48.02 for a hotel room I never got. When I called to dispute the charges - they refused to refund my money... Saying "I must have agreed to terms of service"... Even though it said in thier notes that 'client cancelled' - I am disputing the charges, but I am also going to the ends of the earth to let everyone know what a scam comapny they are. Apperently... I am not alone.

Here is the subject of the complaint that I have submitted to hotwire. After two weeks of seeking restitution, I was called this morning and told that nothing further would be done.

I am writing to complain about the above reference booking. I made the booking approximately 15 minutes before arriving at the hotel. When I arrived at the hotel, I was told by the guest clerk, that no reservation for me was found. When I told him that I had booked the room through hotwire, he told me that it usually took about an hour and a half for them to receive a confirmation from hotwire. I told him I had the confirmation on my computer and offered to show him the confirmation he said that wouldn't do any good and that he had to have the confirmation directly from you. I asked if I could check in and check back when he received the confirmation he said that wouldn't work since I might have to pay for the room twice if he never received the confirmation. He suggested I call you to get the confirmation sent sooner. I then called your customer service line. I was on hold waiting for a live customer service representative for at least 15 minutes. When I was finally connected to your representative, I explained my problem.. Your representative explained that she could fax the reservation to the hotel after speaking to the desk clerk. I asked for some monetary compensation for my trouble. I explained that I did not believe the hotel was anywhere near a 2.5 star hotel (You sold it to me as a 2.5 star hotel) and that I thought this was a lousy value (I bought the room for 64 plus tax). She said that she was taking care of my complaint by getting me into the room as soon as possible and that was all she could do. I asked to speak to a manager she said it wouldn't do any good and repeated that she was handling my complaint and basically refused to connect me to a manager. I did then get checked into the hotel. I think I should receive a full refund of my room for several reasons. 1).in this age of computers, there is no reason for not being able to get a confirmation to the hotel as soon as the hotel is made. A delay of an hour and a half to get the confirmation to the hotel is untenable their should have been no need for me to contact customer service to straighten this out, and taking 15 minutes or more to reach a customer service representative is not an acceptable option. 2). The room was sold to me as a 2.5 star hotel. This is frankly unbelievable. Kayak, expedia, and your own website list the hotel as a 2 star.in your explanation of ratings on your website, america's best value inns are listed as example of a chain with 1 star ratings. Priceline list the hotel as 1 star, and the hotel isn't even listed for sale by hotels.com. The hotel was very old and dirty. Near my room there was a hole in the wall with an extension cord running into the hotel from the outside. The beds were saggy and very old. I could give many other reasons that the hotel is not a 2.5 star (You list holiday inn express, la quinta, and hampton inns as examples of 2.5 star chains). Tripadvisor lists the hotel as 25th of 29 hotels in killeen. 3). The booking was not a good value it was not worth 64 (Which is what I paid for the room excluding taxes). Your website's regular listing gives the price of the room as 65 (1 over your hot rates). Expedia lists the hotel at 62.10 which means that I can book the hotel through a regular reservation site for less than your hot rate again, I would request that you give me a full refund. I will be awaiting your prompt response. Jim neal

This evening I began looking for a hotel for a team trip. I needed 4 rooms. I put in all the information and entered my credit card information, however I never hit "continue" to confirm the transaction. As longs as I would have remained on that page, I should have been able to confirm, continue, or not complete the transaction.

However, about 20 minutes after being on the page, I did click on the button to show the additional hotel amenities. During this time I was also making calls to other hotels and other people who are part of the group for whom I was trying to book rooms. Suddenly the screen from HOTWIRE went to a refreshing mode and then showed that I had confirmed the trip. Since I had not hit continue, I immediately called in.

They said that they were showing that I had confirmed the charge. I went through, in detail, what I had done and what I had not done. They kept telling me I was subject to the terms of agreement, I kept telling them "I DID NOT COMPLETE THE AGREEMENT". Bottom line, the page refreshed before I had completed the process and HOTWIRE shows that I had completed the process to enter the contract. I asked to speak with a supervisor, who called me about 45 minutes later. They rehashed the same line I was told earlier. I continued to say that I never moved beyond that page, but that their system automatically confirmed me, he kept telling me I was subject to the contract.

To my understanding, they will not look at the server logs to confirm that I hit "continue" without legal action. I am thinking I will now make it a hobby to put my complaint out there. I am not satisfied with their service, nor their process. If I had been on the page and unchecked the box, I would not be subject to the contract. If I had hit continue, I would be subject to the contract. Since I did not complete the process, I did not enter into the contract.

We now feel constrained to use the service or we risk fighting Hotwire who is contending that we entered the contract. The team we are taking to St Louis is competing in a World Festival for FIRST LEGO League, a global science and technology challenge for kids 9-14. We have 12 kids in this group and have had to do lots of fund-raising to make this trip, risking having to pay for a hotel twice is too much risk and we feel trapped.

This evening I began looking for a hotel for a team trip. I needed 4 rooms. I put in all the information and entered my credit card information, however I never hit "continue" to confirm the transaction. However, I did click on the button to show the additional hotel amenities. During this time I was also making calls to other hotels. Suddenly the screen from HOTWIRE went to a refreshing mode and suddenly showed that I had confirmed the trip. Since I had not hit continue, I immediately called in. They said that they were showing that I had confirmed the charge. I went through, in detail, what I had done and what I had not done. They kept telling me I was subject to the terms of agreement, I kept telling them "I DID NOT COMPLETE THE AGREEMENT". Bottom line, the page refreshed before I had completed the process and HOTWIRE shows that I had completed the process to enter the contract. I asked to speak with a supervisor, who called me about 45 minutes later. They rehashed the same line I was told earlier. I continued to say that I never moved beyond that page, but that their system automatically confirmed me, he kept telling me I was subject to the contract.
To my understanding, they will not look at the server logs to confirm that I hit "continue" without legal action. I am thinking I will now make it a hobby to put my complaint out there. I am not satisfied with their service, nor their process.
HOTWIRE, if you sincerely would like to resolve this with me, please email [protected]@gmail.com

First of all, my building forced me to have this service provider. Their customer service is terrible and they get mad when you call repeatedly with the same issues. They never resolve the issues. The actual cable and internet service is terrible. The cable freezes, the internet is slow. It’s just no good. When you call all they can ever say is “well I’ll have to get someone out there. Yet they never come or when they do they can’t find an issue. Then I cancelled my service two months ago and am still receiving bills and statements. Every time I call they say someone will get back to me and no one ever does. Or they say it has been taken care of yet I’m still being billed. I’m sick of it! Something needs to be done with this company. It’s a scam!

At first, I thought Hotwire Communications was bad. I had to wait for Customer Service to take my call. I really did not want to be without my cable TV for more than a few hours and they could not send someone right away. They did schedule me an appointment for the next day though. I was thinking of my days with Comcast and I would have to wait a week for a serviceman to come to my house. I felt so embarrassed when the Hotwire Tech found out that my power supply had a bad socket. Obviously that was not his fault. Hotwire doesn't deserve to be bashed like you do on this board. I am not an employee of Hotwire Communications either.

Booked a 3 star hotel in the Valley Forge area for three adults in a standard room. After I made the booking, I called the hotel, a Holiday Inn Express, to find out what kind of beds where in the room. I was expecting to get a room with at least two queen beds--WRONG! It was a room with two double beds. I did not think modern American hotels even used double beds anymore. I called Hotwire to complain--they did not care. The Hotwire rep said that each individual hotel determines what a standard room is and what kind of beds are in the room. She also said that two double was plenty of room for three adults--sure if one person sleeps on the floor. The bottom line is that if you accept their terms and conditions and you get a lemon--your stuck with it and Hotwire could care less!

Swindled by hotwire - nov 2010
In mid-november 2010, through kayak I linked to and booked a hotwire “hot rate” hotel room at $333.21 for 3 nights with “restaurant on premises” in frederick md at a “3 star” accommodation.

On nov 14th I arrive with my daughter at an empty (250 rooms w/maybe 10% occupancy) 1970-80’s era facility that sprawls at least an acre under one roof (Old convention center with conference rooms, indoor pool, kids play areas, and lots of large common spaces with tables – all totally empty). We planned to have dinner at the restaurant but were told it was closed (Due to low occupancy) and we could order food in the cocktail lounge.

Our assigned room was on a peripheral hallway (Accessed via long empty corridors and metal doors) that looked on a hall with about 40 doors to rooms. It was isolated, the carpet and halls worn, and there was a strong dog odor. The room was dingy and adjacent to a very large, empty, and poorly lit parking lot. It was creepy.

At this point I called hotwire customer care to request a change to a more satisfactory hotel. Krista, listened to my complaint, and then called george at the holiday inn frederick-holidome & conference center front desk, who verified my complaint (Awkwardly, as he and I stood 2 feet apart). After several minutes on hold krista returned and told me nothing could be done.

Next I asked for a manger (Krista said it would do no good, but I (Erroneously) thought hotwire would make good on the 3 star rating, on-site restaurant, and value for money deal they advertised. I was transferred to carl the supervisor (Id 1312). The following exchange occurred:

Me: the room is isolated, worn, creepy and on a long and isolated hall far from earshot of anyone. It feels unsafe. The hotel has 250 rooms and hardly 10% are occupied. No restaurant is available as advertised by hotwire. We want to transfer to another hotwire affiliated facility.

Carl: when hotwire advertises a ‘restaurant on premises’ we don’t guarantee how many hours it is open. As far as transferring to another hotel, nothing can be done because the hotel has already been paid (Thus hotwire can’t recoup $). Furthermore, hotwire just inspected the hotel the day before and rated it as a 3 star facility.

Me: that is incredible! This place is dirty, dingy, with no restaurant and definitely not 3 star hotel. I’m at the reception desk looking at torn upholstery in the reception area furniture. Please tell me what the hotwire inspector’s comments were on this facility?

Carl: (Again) this is a 3 start hotel that we just inspected yesterday. Also, before thanksgiving holiday most hotels have low occupancy. There is nothing we can do.

Me: (Again) this in incredible. This is not a 3 star facility. Can you tell me what the hotwire inspector’s comments were about this hotel?

Carl: (Hedging about what a “hotwire insptection” meant) said the inspections were not always on-site and sometimes they use other website ratings to claim it is a “3 star accommodation”.

What?
Bottom line: i’m physically there describing a hotel that is not what hotwire advertised, nor is it what I paid for. With my own eyes I describe the conditions. And carl is assuring me (That I am mistaken) this really is a 3 star facility based on no inspection evidence. That’s crap. I ended up losing $332.21 I paid to hotwire and then paid a similar amount at the hampton inn & suites in frederick md (Btw, booked to capacity before thanksgiving) for a clean and comfortable room.
Hotwire swindled me.

On Oct. 23, Hotmail sent me an email advertising a 3 start Boston hotel for $83 per night. I made a reservation for the following day (staying Oct 24, leaving Oct. 25). I accepted its condition that the hotel might charge "additional fees...".

The way Hotwire works is similar to Priceline, i.e. that once a customer pays the rate (plus $18 handling fee) the customer is told the hotel name. I learned that the hotel was the Beacon Holiday Inn. I called them to find out the parking fee. I was told $40 per day, which is nearly 50% of the hotel rate. I called Hotwire Customer Service saying this is exhorbitant. Clearly, Hotwire customers are seeking discounted hotel rates; the hotel rate is no longer a good price if the hotel recoups its discount by gouging customers via parking!

Furthermore, Hotwire is fraudulent by failing to disclose that a hotel might charge as much as 50% more for parking. I called Customer Service. Neither the representative nor her supervisor would cancel or allow for a transfer to a hotel with a more reasonable parking fee. I said that if a hotel charges 10%-15% more for parking, this is acceptable. But Hotwire is misrepresenting its "discount" by allowing hotels to pass on exorbitant parking fees. At minimum, Hotwire could inform customers BEFORE they accept the rate, about the actual hotel parking fee OR by having a policy for its publicized hotels to not exceed 10-15% of actual hotel rates for parking.

I will never use Hotwire again.

I booked a hotel in Cancun for 7 nights through Hotwire.com. Their site said that the hotel had wireless internet in the rooms, they didn't. I called hotwire customer service @ $1.69 per minute to see if they would find me another hotel. They refused and offered a refund of 6 nights. I had only been there 10 minutes and they said I would have to stay the night and they would refund me 6 nights, they then hung up on me, not disconnected they hung up. I called back to speak with a supervisor, they hung up on me. After $77 worth of phone calls on hold I finally agreed to stay the night and get my 6 night refund, simply because it was so expensive trying to talk to them via the phone.
I feel it is their responsibility to verify EVERYTHING they are representing and selling. They refused to help me out finding another property which did have wireless. They should have realized their mistake and paid any difference in price and to relocate me, but they wouldn't even think of it. I will never use Hotwire again and I have filed a suit against them in small claims court for my $77 in phone calls + my $10 taxi to relocate.

Destroyed my 40th Birthday!

My husband chose a hotel for my friend and myself to celebrate & spend a 5 day holiday in Chicago for our 40th birthdays. The reservation details were read off of 'Hotwire.com' & booked with 'Hotwire.com'. After contacting 'Central Loop Hotel', we realised the reservation was not for a spacious room with 2 double beds. Hotwire.com misrepresented the accomodation! The room was a small room with 2 twin beds!
We contacted Hotwire.com to change the reservation & tell them their details were wrong. They told us "NO CHANGES". Then we said we would like to cancel because the vacation was over 2 months away. They said "NO CANCELLATIONS".

Hotwire.com charged our credit card for a vacation we never took and locked up our Master Card from having any power to stop the payment!

DON'T USE 'HOTWIRE.COM' to BOOK ANYTHING!

It's 2:30 in the morning. Have spent 3 hours trying to get either my hotel or my money back. Hotwire took the money from my bank instantly but I never received the hotel information. After numerous calls to my bank and on a conference call with hotwire, they still refused to honor the purchase.

They told the CC company to release the funds and I would have to re-book, but I would have to pay the higher charge since it was a live site and they couldn't honor the price that I booked at.

I have talked to at least 3 of the other parents from the softball team as we are all traveling together and got the same BS. Looks like they monitor areas and refuse to complete sales/raise prices when an area is hot.

I refuse to support them ever again. Trust, Confidence and Honesty is what I look for when dealing with a business. Not people trying to line their pockets.

On 6/12/2010 I booked a flight with hotwire.com from Pennsylvania to Florida departing 7/1/2010-7/5/2010. I reviewed the flight request and pressed confirm. I then printed out my itinerary and filed it away until I was closer to my trip. On 6/15/2010, I pulled out my itinerary to review my travel times and realized that hotwire.com's website made a mistake. My itinerary stated that I was departing 6/15/2010-6/17/2010. I called hotwire.com and they told me that I had missed my flight and that the remaining connections were cancelled. I informed them that I had requested my flight for 7/1-7/5. The CSR told me that I should contact the airline. Upon contacting the Airline, they told me that I had missed the flight as booked by hotwire.com. On 6/16/2010 12amEST I called hotwire back and advised them that they made a mistake and the CSR (Jay) stated that he could see in the timestamp of their website that I had indeed requested the dates 7/1-7/5. He stated that it didnt make any sense and and sent the information to the research team. 2 days later 6/18/2010, I received an email simply stating that I had missed my flight and that they couldnt do anything about it. I called hotwire back and spoke to CSR (Tim) at 12:30am who saw the same information and connected me with his supervisor Delia at 1:02am 6/18. Delia stated that she sees the information that I talked to Jay about and that she took screen shots and sent it to the research department to correct. Later that evening, the research team replied with the response that I had missed my flight because I had changed my return flight, which caused my departing flight to be changed. I called hotwire back again and this time asked to speak directly with a supervisor. I spoke with Delia again. She contacted Continental airlines who stated that there were no changes made to my flight (it was what was reserved by hotwire.com). She sent the notes from the conversation to the research team. They have just been giving me the run around. BUYER BEWARE- Hotwire's web server messes up from time to time and it is difficult to get it fixed. If this situation is not fixed, I will have to get my lawyer involved.

Booked a rental car for 7 days, but had to change travel plans because of health issue.
wanted to delay picking up the rental car for 48 hrs and called the rental car company. Was informed I had to call Hotwire and then discovered thru a fairly obnoxious representative that no changes were allowed and booking was "final". Upon review of internet invoice, it stated sale was "final" and no changes allowed, but was not obvious or conspicuous. I would never book anything again with Hotwire. I am letting AMEX deal with these ###s and AMEX will submit the letter from my treating physician.