Consumer Complaints and Reviews
Hotel booking NOT equivalent to identified hotels. Hotels in our secret 2.5-star collection -- Holiday Inn Express, La Quinta, Holiday Inn and Best Western. Booked me and my family in a run down Motel 6. Funny how that works. I've used Hotwire for years and never had an issue. The online reviews for the hotel are terrible with photos. I spoke to "management" at Hotwire and they said that they can't do anything. I have to check in first and then call and complain. What are you going to do for me then? "Well we will make it right." Not sure what that means.
On Monday, October 10th 2016, I booked a hotel reservation online through hotwire.com. I booked 12 nights at the Marriott in Key West, FL. On Wednesday, October 12, 2016, I arrived at the hotel and proceeded to check-in. To my surprise, the hotel front desk personnel told me that Hotwire.com had cancelled my reservation that morning and that I have to contact them to resolve the issue. I contacted Hotwire.com, spoke to one of their representatives who told me that they cancelled my reservation but did not give me a reason why they cancelled it. Furthermore, she told me that Hotwire.com had refunded me in full. However, when I logged in my bank account, I did not see the refund register in the bank records. The Hotwire.com representative eventually was unable to help me so she referred me to another representative.
I spoke with the second Hotwire.com representative and she was unable to resolve the issue so she gave me a phone number to their risk management department. I called their risk management department and got a recording stating for me to leave a voicemail and Hotwire.com will contact me as soon as they receive the voicemail. I am still waiting for their response as I write this review. This should not happen to anybody. I have to booked the hotel at a much higher rate because I didn't have a choice. If you are planning travel or vacation arrangements, do not use Hotwire.com because they will cancelled your reservation without any notification and leave you and your family hanging dry.
I have called 4 times. I reserved a hotel room online and paid through Paypal. On Oct.5, 2016 the $ was withdraw from my banking account and Paypal sent the money to Hotwire. Hotwire keeps telling tell there was a "problem" with the transaction. Hotwire customer service rep just hung up on me when I asked to speak to someone who can speak English clearly. Somewhere Hotwire has screwed up and my $148 is gone. I have called Paypal 4 times as well and they tell me the transaction went through and the $ went to Hotwire, WHERE IS MY MONEY? Hotwire ** me over with no hotel room, now I have nowhere to stay, and Hotwire kept on $148?
I went on Hotwire today, October 11, 2016 searching for 3 Star hotel in New Orleans. I was happy when I saw hotels like Holiday Inn, Crown Plaza and Sheraton pop up but what did I get - Days Inn in Gretna, Louisiana. I immediately went to view the hotel and it was nowhere close to a 3 Star hotel. Other guest had posted their reviews and some had posted pictures of the dirty appearance along with nasty toilets, peeling paint, etc. I immediately contacted Hotwire and asked for a refund which they refused stating I agreed to a 3 Star hotel which I did agree to in New Orleans, NOT Gretna. Days Inn is not a 3 star hotel.
I notified Hotwire in a timely manner and had use them before but this is horrible, no way to treat past customers. I had been so please in the past. Besides this trip I have another booking with Hotwire in April. Can't believe they can't see I have or should I say had been a good customer but if they don't refund my money I will never be using them again nor will I refer them to anyone. My complaint does not stop here. If I don't get my money back the Better Business Bureau will also be hearing from me. It's not about the money which would be great but it's the principle. Give me what I paid for which was a 3 star hotel in New Orleans, not a hotel listed at Gretna, Louisiana.
I have just had my first experience with Hotwire, and it was just TERRIBLE! I've booked a car through Hotwire because I've found very good prices. I booked a car for 1 day for $37.58, including the car damage insurance they sell for $9/day. I went to the Hertz stand at the the Pittsburgh Airport. First surprise: The insurance Hotwire sell to not cover ANY damage to the car, although they claim it on their website, I had to pay $59 for the insurance. Second surprise: The rental value was different. According to my reservation, the value of the rental was $29. I was charged $40. Third surprise: I had understood that wall payments were made through Hotwire website, but I was charged for everything on Hertz. I hope Hotwire do not charge my card. I tried to argue, but Hertz said that it was a problem between Hotwire and me. I have to pay $112, instead of the $37.58 Hotwire informed me. Hotwire is just terrible. First and probably last experience.
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Please beware!!! Hot rate special car rate bull crap. They give you the option to select this special car rate but it's not honored at most rental car companies, such as Dollar Thrifty, who are the same company. You pay for a compact yet but so called has the option to select a larger car for the price of a compact, yet when you get to the rental counter, you are told you can only get a compact really. And sorry fraud BS Hotwire only respond by saying "I'm sorry but the rental company has their option to choose the car." So why do they give you the option? If I wanted compact I would have selected the compact. It's the slick way of renting out the compact by using false advertisement. This company is fraud. I will no longer go them. It's all full of bull.
We rented a room at the Capri Motel in N. Dartmouth, MA for 9/23 and 9/24 through Expedia.com for $110. I was a little concerned about it because the price was so cheap, but the motel had three stars so I trusted Expedia to only deal with reputable businesses. What a mistake! I was concerned about our late arrival time as we didn't get there until 10pm. There was a line at the registration desk with a man behind a glassed in security booth! There was a huge stain in the lobby carpet and the chairs were too filthy to sit in. My boyfriend noticed the condom display at the front desk before I did. We checked in and I told him we weren't bringing one bit of luggage into the room until we inspected it.
We went to the room and it was beyond filthy. There was an odor in the room that short of demolition, I don't think anything would get rid of it. There was one dim light bulb for the room and we could still see how dingy the sheets were! There wasn't even a blanket for the bed, never mind a bed spread! The floor was so filthy I would never walk barefoot on it. I wouldn't let my cat stay in this room. We immediately went back to the front desk and had to wait in line - they were certainly renting lots of rooms.
My boyfriend dealt with the desk clerk - the clerk was East Indian and we figured he'd have a better chance of getting a refund. The clerk didn't want to deal with us at all. Couldn't give us a refund. He could only talk to the owner tomorrow. He clearly wanted us out of his lobby. We weren't good for business! He then told us Expedia was responsible for giving us a refund and gave us the phone number for Expedia. We spoke with Jasmine. She said she didn't have the authority to give us a refund but would work with the motel owner and get back to us by 9:30 in the morning.
In the meantime, we desperately needed a place to sleep. I was having major surgery the following Tuesday and couldn't risk sleeping in such a filthy, toxic dump. Jasmine booked us a room at the Best Western right next door for $146.67. Of course, we told BW staff about our experience and learned the same man owns both hotels!!! The BW is for people with credit cards and the Capri Motel is for "cash" customers! We must have seen at least ten couples register while we were at the Capri. I am very confident our room was rented several times that night.
Of course, Expedia didn't call us by 9:30am on Saturday. I received an email from them late Sunday night. Expedia, identifying themselves as Hotwire by this time said there was nothing they could do. Subsequently I have spoken to two more CR's from Hotwire (Rose and Josh) - since they both had very thick East Indian accents, I doubt that was their real names. All three customer reps have out and out lied to me and I've obtained NO satisfaction. I am now getting back on my feet from my surgery. Hotwire does not understand they have messed with the wrong person on this one. I may not get my money back, but Hotwire, the Best Western in N. Dartmouth, MA and the Capri Motel in N. Dartmouth, MA will remember my name for a long time.
Through Hotwire I booked a "secret" hotel room on a Sale that claimed the hotel charged $289+tax & fees for Nov 23-24 2016 without the sale. I was finally charged $139 (includes taxes). The "secret" hotel was Sea Otter Inn and their room rate is $110 includes taxes (can be checked from their website anytime). My total cost through Hotwire was $29 more than the hotel actually charges. I called Customer Service and requested to upgrade my room else process a cancellation with Full Refund. They denied to accept it. We feel cheated as we were hoping for the best as it was our honeymoon. It is more than 50 days in advance and when called to the hotel - the hotel was ready to process a cancellation if Hotwire initiated it but Hotwire is not accepting the same. I have booked so many hotels for my trip through Hotwire and after I will never go for this website again.
Very dissatisfied with Hotwire. We had a reservation through Hotwire to rent a car and pick it up at the airport, which is an hour away from our home. When we got to the Payless counter, and we presented our Florida driver's license, credit cards, etc. they then told us we could not rent the car because we do not have a copy of our electric bill. We have been renting cars for over 40 years and never were requested to provide a copy of our electric bill. We drove all the way out to the airport and then could not rent the car we reserved. This was a total waste of 2 hours. We had to go rent a car somewhere else. We called Hotwire to complain and we also said that nowhere on our reservation did it state we had to bring electric bill. Ridiculous. Do not use Hotwire.
I booked a hotel room and when I have my credit card info the representative hung up on me. I never received any emails confirming my hotel I just book. I called again and was told I had no reservations so I booked the same room again. Come to find out my credit card was charged twice and on top of that they said they only had one reservation for me even though my credit card statement showed 2. Then 3 days later I had 2 fraudulent credit cards opened in my name over the internet. Now I have to pay for identity monitoring. Not worth it!!! Don't use Hotwire!!!
My wife and I booked a hotel via Hotwire, we have used Hotwire over 10 years, booking hotels from 5 stars to 1. We have never had big issues. Once we had an oversold hotel, where they provided 25 usd for inconvenience. This time the hotel had roaches, tar on the bed, hair on the sink, bathroom dirty, bed sheets dirty. We told the hotel that we will not stay in it and contacted Hotwire. After 20 minutes waiting for an agent and we parked in a gas station Hotwire finally answered the phone. The lady could not help us to book another hotel, regardless that they issued a refund and we agreed to pay for the hotel. Then she lied because they said they will issue 25 usd for the inconvenience. The bad part is that the supervisor after the 3 call and after we have to do again a new reservation via Hotwire the lady could not do it even when we said the hotel, address and price.
They only could say "sorry sorry". Would you in your right mind put your family to sleep in a hotel with roaches and drugs? Is this Hotwire policy and supervisors just saying "sorry". Who cares about the inconvenience money. What kind of company is Hotwire. Honest book with other companies such as Expedia, Orbitz. I wonder which of these companies is run out of USA or North America that share serve via India, Malaysia. Sorry it has a very bad bad reputation more when they want that you want sleep in a hotel with roaches. Btw my wife is pregnant high risk and my son has asthma, wonderful Hotwire, I applaud your policies and people working in customer service. You lost one more client, multiply this by my family and everybody around us. I hope other people can see this post and see what kind of company and people are running this website.
I made a room reservation online at Hotwire website on a secret hotel sale on August 1, 2016 in the afternoon. While when I process my reservation online, the price was listed of $65.00 per night in Sarasota FL area. After a few minutes while input my credit card information to submit the process, I found out the price jump up from $65 to $76 per night. That’s the price that I was not expecting. Perhaps, the transaction was jump from low to high like stock market? I also purchased their insurance at the same time for cover hotel. Traveling lost at Hotwire, it was another extra $26.00. When I found out the price came out to what I was unexpected, I called to Hotwire customer service to cancel the online transaction but rejected by the representative and told the insurance was not covered.
Secondly, the hotel that Hotwire listed is a 3 stars Hibiscus Hotel but it came out to a 2 1/2 stars cheap motel on website research. Beside that I had bad experiences staying back in years ago when I visit the same place. When I dispute the charge through my credit card company to reimburse money back to my credit card account, Hotwire sent my credit card information under my first and last name with a different person address on it. When I contact their company, the representative did not wanted to refund. I may have to file an official lawsuit against this company.
I reserved a car, last minute in a hurry. I called to make the reservation... I was told it would be a Chevy Impala or Ford Fusion size... I was given a Chevy Cruze!!! OMG... and now HOTWIRE says it's Enterprise Car Rentals issue because ENTERPRISE charged my credit card, not Hotwire! WOW. They lie and give you their B.S. line about "maybe not the same car, but whatever they have." DON'T RISK IT. DON'T EVER, EVER, EVER USE HOTWIRE. They are bait and switchers and refused to give me a credit. I am disputing the entire charge until they resolve it.
My wife and our family made a trip to San Antonia September 6 2016. I used Hotwire to do the air and car rentals. The air flight was fine but once arriving in San Antonia had to wait 1.5 hours for the shuttle to pick us up going the Advantage. Then once at Advantage was told I had to pay $50 extra to pick up the car even though I had paid in full when make the reservation through Hotwire. I called Hotwire to get this resolved but was place on hold for 1.5 hours more. I decided that to not hold up everyone up waiting and paid what was now $35 dollars so I could leave with the car. Today September 29 I checked my bank statement and notice there is an Advantage charge of $165 more for the car rental. I called Advantage and they say that it is an Hotwire charge not them and calling Hotwire they say it's Advantage. I'm not getting anywhere. What can I do to get this resolved?
I went to book a hotel room through hotwire.com and thought I was getting a deal however the only thing I got was 480.00 stolen from me and no hotel room. Their customer service isn't even run through the united states and the phone number they give you to supposedly fix the problem is an answering machine with a computer generated voice. You can leave a message however no one returns your calls. Hotwire needs to be shut down and the owners should be jailed for all the fraud they get away with.
Hotwire "Fully refundable" only true if you live in US. I booked a hotel for three people for $9155 Canadian. I cancelled 17 minutes later but only got refunded $8661, which means I lost $494! Tried talking to customer service but they blame my bank (TD Canada Trust) and my bank blames Hotwire. Whatever. I booked a FULLY REFUNDABLE hotel and lost $500 by cancelling within 17 minutes! Will never use them again. Stupid me!
I booked 2 nights with Hotwire and at the same time I could get the hotel in other website 20% cheaper. They charged me US dollar instead of Canadian dollar which was a difference of $125. What a ripoff.
I booked a "secret" hotel room that Hotwire claimed the hotel charged $130+tax & fees. Hotwire charged $103+tax & fees. The "secret" hotel was Holiday Inn Express and their room rate was $89.99+tax & fees. My total cost thru Hotwire was $24.71 more than the hotel actually charges. When I called to ask for them to credit my card for the difference they refused. They will only refund in "hot dollars" which must be used on another Hotwire booking. Hotwire is a scam and I will never use them again!
I booked a car for use to drive from Charlotte to Asheville NC. After making payment online I noticed that I booked a care for use only in Charlotte; which wouldn't work of course. So I got a ride otherwise to Asheville and called Hotwire for a refund. Their answer not in so many words, but this was the message from them: "There is NO refund unless we made the mistake." There was no recourse. I just paid for a car I didn't use on Charlotte. I will NEVER EVER use Hotwire again. When I told them this, it didn't seem to matter whatsoever. Remember this the next time you use a booking agency.
I traveled to Las Vegas after my hotel room reservation was confirmed twice with Hotwire. When I arrived to the hotel they said there was no reservation and that they were sold out. Hotwire agent kept me on the phone for 90 minutes and did not believe me or accept to speak with the receptionist and instead was waiting for some guy not answering his phone calls from corporate. He then called the receptionist of the hotel front desk after nearly two hours and she informed him they didn't have a reservation. After over two hours, he said he will book for me to make up for it, then hang up on me. I was left stranded with no hotel room and wasted more than 3 hours between the hotel and Hotwire, and ended up with no result, but wasted time. You owe me a hotel room, I didn't get to enjoy my travel, and was screwed because of your service. This is a minus 10 service, worst hotel booking in history. You deserve to go out of business.
I wanted to get a hotel room for me and my boyfriend just to get away from the house. Well Hotwire had these hidden deals and you don't know what hotel you are getting until you pay. We got the Rodeway Inn in Sptbg, SC. I guess for $44 you can't complain but it was so nasty. After we went out to eat we came back to listen to some music and have a few drinks. We ended up just going home because the bed was gross as was the carpet. I have learned my lesson and will not be dealing with Hotwire ever again.
One week after reserving a car rental thru Hotwire for 5 days at $260, they sent me an Email advertising a cheaper rate for the identical booking, $199. But when calling the Hotwire number, they were adamant that since they already HAD my credit card payment for the FIRST booking, which is ALWAYS NON-refundable, they would NOT consider making a new booking at the cheaper rate! PURE, DISGUSTING SCAM TACTICS!
I have read many negative feedback on Hotwire and thought it was just people over-reacting. I should have taken their feedback more seriously. So, here is mine for you. I looked into the Canadian website to book a flight to Europe. I even called the customer service centre to confirm that the price quoted online was in Canadian dollars. Yes, it was definitely in Canadian dollars, said the agent. I went ahead to book the flight by following the links. I got a shocker when I noticed my credit statement showing the amount was in US dollars and I ended up paying more than the next best price online. I have been given the runaround by agents and managers at Hotwire. They're definitely not taking any responsibility and so I am never going to book with them again. And, I hope that everyone out there be really, really careful in using Hotwire. I recommend avoiding this outfit.
After several rude "specialists" hang up on me 4 times I gave up in renewing my reservation. I called the 5th time and another specialist put me on hold to "verify some information". I have been waiting now for 15 minutes. It cost me $130 but I hope the people who will be reading my review will NOT bring their business to this company. It is HORRIBLE!!! They don't deserve to be in business.
Rented a car through Hotwire for 1 am at the airport Cincinnati/Kentucky international. When we arrived we discovered the place was closed. I was very specific that we would arrive at 1am. They rented me a car knowing this place was closed. I then called Budget Rental Cars and they advised me to never use them as this has happened many times before. They offered me a car at another location for the same price even though this wasn't their mistake.. I'll never use Hotwire again... lesson learned!!!
I have been dealing with these people since July 26th when I made the reservation. I asked for a hotel in a specific area code and I was given a hotel in another city miles away. I called immediately upon discovering this issue, but representative wanted me to repay and then be refunded, that would screw up my whole plans. Now no one wants to help me. I tried disputing with my credit card company, but they are going by Hotwire terms and conditions. So I just filed a complaint with BBB. Customer care reps are very rude and disrespectful. I know they are able to refund me because I've had it done before... so I don't know what is the big deal right now.
They advertised a hotel as a 3.5 star rating on their hot deals. Once I did the reservation and paid for it, I found that the hotel's overall rating is even lower than the 3.0. When I called them, they said since it was a hot deal, it cannot be refunded or changed. Basically a complete false advertisement. Their hotel ratings do not match with the actual rating of the hotel.
I booked a room with the Inn of Chicago on September 5th of 2015. There was a problem with the room and they advised they would purchase dinner for my girlfriend and I. I presented the receipt to the front desk. They advised the refund would have to come from Hotwire as that was how I paid for the room. I have contacted Hotwire numerous times regarding the refund, have contested the charges with Discover and nothing has happened.
Discover conducted a 3 way call with Hotwire and myself and at that time, Hotwire stated the refund had been put back on a Visa, which I clearly did not provide them with a Visa card. They then stated that a check would be mailed out to me. This was supposed to be done prior to the end of 2015, however, to date, they have not refunded my money which was to be in the amount of $125.00. Each time I call them, I explain the reason for my call, I ask for a supervisor, but am always told that I am speaking to one, or there isn't one available to help me. It is a year later and I still have not received my refund. I have the receipt from the hotel and Hotwire always verifies that I am due the money, but they never refund it.
Never ever go through Hotwire. They are bogus. They do not tell you that Hertz is going to put $800 charges for a three day $25 rental a day should have cost barely over $100 dollars. Never trust either company.
Received $80 in hot dollars after a hotel did not provide free wifi service & I had to pay for it. Was told to apply my hot dollars toward my next reservation. Spent over 2 1/2 hours on the phone, being transferred several times (one time to Expedia.com). Found a rate on a hotel's website that was cheaper than the one offered on hotwire.com. Told that Hotwire did not guarantee the lowest rate. Spoke with David ** of the Hotwire Corporate Office. He didn't know what hot dollars were - never heard of them. Some agents could access my account; others could not. So, made my own reservation & couldn't apply my $80. Posted something on Facebook & a Hotwire rep suggested that I call & speak with a travel specialist. As if 2 1/2 hours on the phone wasn't long enough. Not sure if posting here will do any good, but I intent to let everyone know that Hotwire has terrible customer service.
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
Hotwire is a San Francisco-based company that helps travelers find discounted rates on a wide range of services, including flights, car rentals and hotel rooms.
- Bundled services: Hotwire lets customers bundle travel services to get discounts.
- Partners: Hotwire partners with several other travel businesses, including Expedia and Hotels.com to access more deals.
- Mobile app: The iOS mobile app lets customers use Apple Pay.
- Last-minute deals: Hotwire publishes steep discounts from hotels that want to fill rooms at the last minute.
- Cancellations: Hotwire accepts cancellations for rooms at most hotels.
- Best for Budget travelers.
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Hotwire Company Profile
- Company Name:
- Year Founded:
- 655 Montgomery St.
- San Francisco
- Postal Code:
- United States