Hotwire
Reviews and Complaints

We booked a car rental through your company... Covid 19 struck it's a national emergency and all we are asking for is a line of credit or extension so that we can use the car rental later on in the year or next spring break! But we were told absolutely not... This is a national emergency on order by the federal and state governments how can we go on any trip?! How can your company be so inhuman?

Tried to cancel my car rental reservation due to the coronavirus travel restrictions and I couldn't get a refund or a credit. Three days to get through, 2 hours on hold just to tell me they would NOTHING to cancel my reservation. Terrible customer service, and acted like they didn't know anything about the worldwide pandemic. Don't ever use this company !

I have booked a car for hire on Sat 21st March from Thrifty Pearson Airport Toronto, Canada. I need to cancel this reservation due to my flight being cancelled due to the Coronavirus situation and the travel restrictions imposed by Canada and the USA. The Hotwire Website does not recognise my itinerary NUMBER: [protected] or Thifty confirmation number code:J2762370844.
I require confirmation of cancellation to claim my rental amount paid to recover the cost from my travel insurance company.
All phone lines to Hotwire via the website are not working and there is no email contact address available. This is the only way I could find to cont tack anyone from Hotwire. Thifty are unable to assist due to me booking via hotwire.
Your urgent assistance regarding this matter is appreciated.
Regards
John Nicol ( [protected]@live.co.uk)

Rented a car for my son from hertz, stated that my son needed a major credit. Never received services, and was robbed for my money. They would not return my money. Website never stated that extra drivers needed these credentials. Website never states terms for extra drivers. Found out terms for extra driver when I made it the car rental place. Because my son didn't have a major credit card, he wasn't able to be added as an extra driver. We left without receiving a rental car and hotwire kept my money for booking the car.

A car rental was done weeks ago via hotwire. The day of the pick up which was Oct 12 the rental company said something devastated to someone on a fixed income and who was not planning on extra expenses.( Rental Cars only come with 150 miles per day to use. Anything over is 25cents per mile). When we explained to supervisor at ACE rental car that hotwire stated unlimited mileage - he just said sorry they were wrong. Worse than having this mishap done when we got to the company instead of accepting the mistake done with hotwire they went ahead and cancelled the rental. After three weeks of planning a trip to Orlando with so many kids we were left without a car. It was disgusting that a company with so much reputation did nothing. All they could say was sorry.
My hotwire confirmation # was [protected] was the confirmation and the ACE confirmation HNV8580507. I would hope that such a large company would try to help fix this situation since 12 kids were all disappointed due to their lack of professionalism and empathy.

I recently booked a hotel through hotwire and the customer service was terrible I'm very disappointed with the way they handled my situation and I wish they would've done better. I am out in the cold at 3 AM with my adolescent children and they did not take in consideration my situation which upsets me terribly as a mother I should not have to go through this Many problems to get a room for me and my children. I booked a room through hotwire I did not have my ID on me unfortunately, so I requested to have my husbands name put on my account because I have hot wire money due to the last hotel I had back to them where they had messed up. They were unable to help me and made me Book a room there a whole mother hotel in a different city at 3 AM with my kids who have school in the morning. I am so upset with how hotwire handled my situation they had no remorse and I will never refer hotwire to any of my future friends or family as I did before. I hope you guysDo better training and your company and realize that people have real life problems and situations that they face every day. Thank you

The Better Business Bureau has contacted Hotwire and has been very helpful with continuing conversation with this matter. Since I cannot get a refund and Hotwire appears to be unwilling to give any compensation or credit even though I immediately tried to fix an apparent "double booking" I have been advised to have counsel to represent me. Under the advice of counsel, I'm told to attempt to resolve this issue one last time. The date of the van use has passed, I didn't use one (1) of the three (3) vans booked on two different credit cards but on the same days and time. One being a mistake that I quickly tried to remedy. Considering, of course, I can't drive two vans at the same time and Alamo doesn't allow one driver for two vans at the same time. Also, Hotwire would not have lost any money because when I originally called Hotwire, they suggested that I call Alamo which I did. Alamo, on the other hand, said to call Hotwire. The apparent "run around" did not help me what so ever. And after my trip when I used two (2) of the vans along with a 2nd driver, Hotwire still does not want to help the customer. This seems to be unethical as well as not very customer friendly.
I understand that Hotwire is trying to prevent the customer from shopping around for lower rates which was never done or intended and vehicles were still booked and used at the same days and time. With all the issues, I will use social media to help get the word out about my ordeal and the other reviews that I have read against Hotwire. I believe this will make others aware of Hotwire's business culture and how the customer seems to be taken advantage of from a company that is either unwilling or refuses to work with problems that may occur and only want to take your money with no consequence to increase their own bank account. This issue occurred on Aug. 11, 2019 long before the actual use of September 20th at around 7pm.

Shawn McWhorter

I had pre-paid for a car rental in Atl from 9/25-9/30. When I arrived at Thrifty I was told that they could not rent the car to me because my drivers license would expire in 31 days. They said it was GA state law. When I called Hotwire they called Thrifty and then came back to the line to inform me of the exact same thing that Thrifty had already said. They said they would refund me what I paid as a courtesy. I questioned if they would find me another car. They said no. I told them they were inconveniencing me and they reiterated they were giving me a refund. I didn't want a refund, I wanted and needed a car so that I could get around. Very poor customer service!

First of all want to tell that my husband and me are used to book reservations with hotwire. We always buy the hot rate hotels using the search engine for amenities. Last week, (16-18 of August) was our 19 anniversary and we booked like a month ago a hot rate hotel. We chose pool and free breakfast on the engine and the hot rate we chose appeared. So we bought it and when we get to the hotel we got the surprise that breakfast wasn't included and we had to paid 120.00 for two day breakfasts. I wrote in the chat customer service and the lady told me that they can't do nothing because the hotel we chose doesn't have the breakfast included amenities. I tried to explain that when we did the search it appears, because we live here in Puerto Rico, we know how expensive us. If we have knew that the breakfast wasn't included we weren't buy this deal. And now I search and surprisingly she is right, that hotel doesn't appear. I can't believe it. I am so disappointing with the service, we never had a situation before, we are frequently customers and is not fear we were treated this way. Hope you can help us. Thanks in advance.

I stayed at the travel lodge owned by Wyndham on August 14, 2019 in Anaheim
on Ball Rd. California USA.

This letter is to actually inform you of my absolutely disastrous customer service experience I encounterd on August 14 2019.
I had a paid in full vacation at the la quinta in on south clementine st in anaheim california usa for 8/14/2019 with hot wire.com. I arrived with my husband and my 6 kids at the front desk of the of the la quinta in anihiam after a terrible 2hr drive and throwing up babies and two car sick kids. It was a relief to ebter my favorite brand of hotel the wyhdam hotels. Shortly after I arrived to went to the front desk to check in and shower. The first sense of problem was the rude diemier of the front desk rep victoria, shortly after she confirmed and found my reservation she then took me for a 5 hrs ride of horror. She denied my prepaid in full room at the la quinta because my credit card was a temp from visa but in my name. But the card is even the same one I used to pay for the reservation in full. The front desk representitive victoria a girl who then told me to leave and stay with a different brand of hotel because she refused to verify my card with visa, as it is a temp, and refused to call manager, or customer service or or relocate me to another wyhdam. She refused to accpet a cash deposit of thousand dolkars even after I had call your customer service my self and they told her to accommodat me and she refused. That's not all she then she refused to take another card with my name on it because I didn't want her charge that card with a deposit because I am a web advertiser for hotels and wedding coordinators as well as social media and that other card was a business card I did not want on file. I only use prepaid cards for privet trips with tour brand because it was not a business rip for me that day it was personal. I then for informed her I am a blue club member and I that my card in question with her are both verified on your wewyhdam rewards accountonline and with your promotions department as well as with customer service and the card used for the reservation and visa could have verified as well. At this point I am still in the lobby for 5hrs at this point poor kids were exhausted and I was totky discusseded with her. She then refused to assist me and asked me to cancel and go stay with the hilton as they take cash deposits. Why wouldn't she let me in my room or transfer my reservation to another wyhdam in the area because she refused me service and access to a paid room. I then as a loyal customer to you went to find another wyhdam near by called the travel lodge and they found me a great room and helped me and gave have excellent customer service. Even though she has no right to work against company policy and and deliver terrible customer service to blue members I then had to her job too. I arrived with 6 children and am an existing blue member my member i'd is # [protected]. I have purchased a 5 night stay in vegas for $200 in september of 2019. I have such a bad taste in my mouth and was so polite and kind to her. I am not sure where we stand or the jeopardy she put my disneyland privet family trip with wyhdamin.I then had to call your customer service at hotwire and wyhdam one more time before I left to try to resolve this, they called Victoria at the front desk to allow me to use cash as the deposit and she refused. Now it is 7hrs in your lobby sick exousted and now have to come out of pocket another $300 dollars in cash and loose my $200 deposite with you hotwire until you could open the following morning. and, on my own i then found another wyhdam in the area at the travel lodge as I am a loyal customer to wyhdam not the Hilton because hotwire would not book a new reservation for me. They only sent an email to partners.I am a wedding coordinator and among other things and I didn't even get the treatment I deserved after all she put me through, I marry people at your hotel and I refer people to your hotel She was probably the worst and rudest employee I have ever meet at exercised poorist judgement I have ever seen. This is all over a deposit I had but she refused to accept or ask a manager for reasons unknown to me. Harsh, cruel and terrible very punitive oppiste of the hospitality we both equally exercise in our profession. Please let me know prompt on your methods to deal with her and this situation to be resolved. I look forward to hearing from you and the results of your investigation. I did not cancel or change my reservation they refused me to stay. I did not get what I paid for and by law you must refund me.btw your manager at hotwire said and I qoute" la quinta won't refund us so we can't refund you." Omg that not his call nor his job to say that to me. Please deal with you staff totally inappropriate and not my problem

I booked a hotel reservation from August 10th to 11th through Hotwire. I was looking around for the best deal and selected a hotel with a decent price. When it came to putting in my payment information it simply stated that the total would be $299. I then proceeded to make the payment and was sent my itinerary. On my itinerary it stated the the total was $299. At the bottom it stated prices in USD. No where during the whole process did it say it was in USD currency. I called to speak about it and the whole time I was told that no it says it everywhere. The website is misleading and the customer service is poor. I asked to have the currency exchange difference refunded they would not do it. I will never be booking through their again. The prices are higher then the actual hotel pricing itself.

They don't even deserve one star! I was PROMISED a $50 off my next booking but never received anything. I called customer service and they said there was no notation on the account. I'm extremely unsatisfied with the service I got. I booked a hotel and paid in full days before leaving. I get to the hotel with my guests...including a stage 4 cancer mother who was tired from the day and needed some rest. I get to the hotel and the manager said he didn't have enough rooms for us even though we paid in full and paid for two rooms for four guests. AND I did not receive any phone call or email before-hand letting me know about the situation...which could have entirely been avoided. I had my phone in my hand all day because I was on-call for work. I then had to call Hotwire for them to relocate us for 45 min on the phone passed 1am! I called customer service and no one was able to help me. They kept bouncing me to different departments I spoke to Charlo, Rhea, Aubrey, Stacey, Charlie, Ben, Jessica, Ella, John the manager and many more. From the relocation dept, Hotwire customer care, vacation dept, and so on. Jessica tells me she needs to transfer me to another dept because it looks like it has already been handled. As I'm sitting here with no verification as to where my $50 off my next booking is...now another manager just told me that a voucher is impossible and that they don't even have them to give. They said that they would investigate. And I said since no one is accountable to their word over the phone how do I know investigation would be done. He had no answer. Thanks Charlo for wasting my time and energy. And Hotwire sups for not doing your job. There are many more bad reviews that could have been avoided only if I got what was promised to me. So now, I promise to bash Hotwire in upcoming reviews and what would have been referrals. And believe me, I keep my promises. Sincerely one PO'd of customer!
Reservation #'s:
7460074830800
7459381401050

Yesterday I made I reservation for 1 room/3 persons, but when I recieved my confirmation it mentioned only 2 persons. I wrote directly an e-mail to the hotel and they answered that I needed to pay an extra cost for the third person. I have two screen shots of my data at the hotwire internet page to show that it was not a mistake from my side. I attach them below.

This is my info:

Hotwire itinerary #
[protected]

Hotel confirmation #
[protected]

This company is terrible. I booked a room. I understand that it was hotdeal. I had a cousin pass was able to go. I called spoke to the manager about maybe a credit or refund do to the death in the family. This idiot asked if I would be traveling with my cousin? I said No she is dead. How would I be traveling with her? I will eat the cost of the room. The customer service is horrible insentive Asking if I'm traveling with my dead cousin. Stay WAY! The manager's name was Jessie. Terrible Terrible!

Itinerary #[protected]

Summary: I got a blind booking search result for "West Yellowstone" that showed the hotel was 1.8 miles from West Yellowstone airport and was offered at $175 + taxes. I thought that was a good deal and went ahead with the booking. When I got the hotel address, it was a location that was 1 hour away from West Yellowstone airport. I called up the customer care and spoke to an agent for an hour, and then spent another hour and half chatting with a hotwire representative online, but all that they could offer was rebook with "West Yellowstone" location, but the price was more than $400+taxes. I can't afford to spend that much money for a hotel stay. Also, it was not my mistake that Hotwire had a glitch and it misled me. I just need cancellation and full refund. I am attaching the screenshot that I had taken. Also, I have the chat transcript saved that I can send if required.

On friday june 28th I booked a 1 bedroom resort with a full kitchen, oceanfront with a balcony for my family vacation. Dates were July 1st-6th. After booking and paying I called hotwire to confirm my reservations were in fact made and they were. When I got to my destination to check in after driving 8 hours with my 3 kids we were told that hotwire over booked this location and they could not accommodate us. This is after I've already went to the grocery store! Obviously hotwire was supposed to contact me to let me know and that never happened. After contacting hotwire and sitting in a hot car for approximately 3 hours on the phone after being hung up on twice they finally got me in a hotel which was no where near what I booked. The reason I booked a place with a full kitchen is because I'm a single mother with 3 teenagers and planned on cooking majority of the time as I didn't bugdet on eating out for every meal. I've went from a 1 bedroom resort to a 2 queen bed regular hotel room, with no kitchen, no fridge, no microwave and a good bit of $200 in groceries that either went in the trash or items I can't do anything with. The hotel I was put in has no balcony and my room isn't oceanfront. I also had to pay a $250 security deposit and $24 a day to park all of which I was not informed of when they booked me here. To say this vacation has been disappointing is an understatement! Thanks for the $40 credit you give me hotwire, not sure how that supposed to help with the extra fees and expenses that has occurred because of your mistake!

Hot Wire Itinerary # [protected]

Hotel Confirmation # [protected]

To whom it may concern,

On Tuesday, June 18, 2019, I made a reservation for a hotel in Bucharest, Romania. The first notice was a 4 stars hotel with a around 65% discount and decides for this. Do not pay the difference of $ 16.50 because I said they are 4 stars and I will not have problems. I don't know the names of the hotels. For me the name of the hotel is "Hot Wire" because it is the place I trust and for the many years I have contact. I click and the Hotel Dalin Center Hotel comes out, when the payment end I am asked if I am happy or sad. What I felt was not only sadness but that I was lost. Hot Wire made it appear as 4 stars and it is not, the people who talk about the hotel in the reviews one by one speak badly. When I spoke with the representative of Hot Wire, his response was always that he understood me but that's the way it is, the money is not refunded. In all the conversation Hot Wire did not have any error, that Hot Wire is carried away by what people say, I do not think that's the way Hot Wire should make inquiries. There may be the case that a person who was at the hotel was given a free breakfast and then asked to write the best about the hotel. Continuing with the conversation about what happened, he said that he gave me the amount of what I paid as credit, , but discounted $ 40 because he called to the hotel and they had not agreed to the cancellation. He said you decide or you have to go to that hotel where the reservation is made, and if you are going to call again to Hot Wire another representing is not going to do this. With the threat I had, my answer was "YES". I understand this person can not say something bad about Hot Wire, he works in the place and he has to keep his job, that's why in every answer Hot Wire was right. I feel like I got hooked, because before performing the operation I'm like a blind man who knows nothing, the only thing that lets me get carried away by the 4 stars and they still take $ 40, which is as if someone puts their hand in my pocket. pants and pulls out my wallet. I know there are rules, but this is not the way to attract a client with lies, apart from that difference of money I am missing to make another reservation. Now Hot Wire gives me the credit of payment minus $ 40 and not the refund of the amount, so they continue having me bound hand and foot to not let me out and do another operation to make more money. Again, you have to look for a 4 star hotel and it is 3 stars or less. I ask you to return the $ 40 and do not make me think it's the same that someone came who put my hand in my pocket and took my wallet with the money. This email will be sent to all possible places. I know that Hot Wire is very powerful and I and I am small but it will be done..

Thank you,

Jorge Garfinkiel

Phone: [protected]

Email: [protected]@estimatingservice.ca

Reviews:

Horrible Hotel. Couldn't sleep at all. Highly non-recommended.
Pretty crummy hotel.

Really bad location, at the bad side of town, not a nice area, really far from anything nice.

The hotel is right above a big junction.
There's constant traffic noise, even in the middle of the night. I didn't sleep a wink for a couple of days straight, it was horrible.

The staff itself is very kind and trying to be helpful.
It's not their fault that this is almost the worst hotel imaginable.

Highly non-recommended.
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Date of stay: March 2019
Trip type: Travelled solo
Room Tip: The hotel is situated right above a big junction. There was constant traffic noise, even in the...

Not a hotel I would recommend
Ok, so let's start with the positives: great staff, very helpful and accomodating. Also free wi-fi, decent size rooms and only a short (and cheap) cab, metro or train ride to the center of Bucharest. Also the air con was working fine.

Now the negatives: I am hesitant to make this claim because I don't want any business to lose money but then again I must warn potential travellers: i think this hotel has bed bugs. I saw this little insect trying to get away from my pillow when I moved it (admittedly it could have been anything - I am not an expert on insects). Also when I woke up I saw this new red mark on my leg.

You must check out by their check out time. If you want an extended check out, even for an hour you must pay an extra fee. I left the luggage with them at the reception when checking out and all they did was store my luggage beside the reception desk. They have no designated storage room and the bags were stacked on top of each other. I felt very uneasy about leaving the bags there but I had no choice as I needed to be somewhere that morning and I would not have returned before their check out time. There was no fee for storing the luggage.

The shower took forever to warm up and for the most part I had a cold shower before the warm water finally started flowing. No pen and paper for notes. One thing you can be sure, although this is rated as a 4* hotel it is definitely not.

It is a shame though because it is not entirely a bad place and with a bit of extra work and care from management (who could make the effort to reply here on tripadvisor reviews), this hotel could achieve a 4* rating in reality and not just in theory.
sandra21000 wrote a review Jan. 2012
Split, Croatia668 contributions64 helpful votes
disappointed
the only good thing is that metro, tram and bus stations are near hotel.
breakfast was very, very poor, old bread, cheap salami, no cheese.
bathroom door could not be closed, leaking water from wc, broken tap.
when we reserved hotel there were option paying with amex but when we came to hotel they said that machine is broken and we cant pay with that card:/
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Date of stay: December 2011

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Date of stay: June 2012

Excellent 1
Good 4
Average 2
Poor 6