Read the reviews below to see the experience other people have had when dealing with customer service from Hotwire.
Have written the BBB and many others...won't stop. Hotwire sucks. CUSTOMER SERVICE IS AWFUL. they are rude and have NO concept of customer satisfaction. If you have to cancel a reservation due to an emergency, they expect you to produce proof of the emergency in order to 'review' and see if you qualify for refund. I'm disgusted with their policies, and will never use again!
My last trip through them, I had NO AC OR TV the entire time...in Florida weather.
I booked my trip to Sarasota,FL. round trip ticket plus a rental car for 9 days and was told the total charge would be $457.76 that is the reason I went with Hotwire and I howed the paper work to Enterprise and they said that it was just to confirm my reservtion so therefore the charged me a additional $190.41, now I did upgrade my car to the tune of $5.00 extra a day which should have only been $45.00 more dollars, so therfore I don't understand how you and Enterprise are scaming people?
Our experience trying to rent a car today through Hotwire ended up in a disaster. We placed the rental the day before with a debit card and explain we didn't have a credit card. The next day we go to pick up the car at National and we were unable to due to the fact we didn't have a credit card and was told to call Hotwire back to have our money refunded. Now I've got to wait 1-3 days before the money goes back on my card and on top of all this they couldn't find anything else available for me making my trip delayed. I should've done research prior to jumping into something that sounded good.
Hotwire is a true fraud . I needed to stay in a hotel in Miami since the conference was at that specific hotel and I had no transportation. I made it very clear that I had to stay on that specific hotel.
Hotwire got all my information , including my address and credit card #. They booked me in a hotel which was 4 mills away.when I notify the same representative in Hotwire that was not the right hotel ( same phone conservation),he told me ,he could not do anything to reverse the charge. They make me pay over $1,200 for the hotel that I could never use.
Thx to American Express to get involved. The case is still going on.
They Charge You For A Room As Soon As You Give Them Your Card Number.. Then They Freeze Your Money For 7 To 10 Days.... It Is Fraud... Then They Ask You To Fax Your Bank Statement To Them... I Am A Supervisor At Pnc Bank In The Fraud Dept And This Is Clearly Fraud...do Not Book With This Company...if They Dont Hve Rooms Available They Will Charge You And Theeennnn Tell You....we Got Charged 3 Charges For One Hotel...so They Froze Almost $600.00 Of Our Money For The Weekend ...fuuunnnn!!!!!and They Quoted Us $120 And Charged Us 140.0 And Didnt Back Down On The 20$ Overage They Charged Us....ripoff!!!!! Do Not Use This Site !!!!
Hotwire stinks...we booked an oversize SUV rental last week in Denver. When we arrived at Alamo, we were told we had a full size SUV, which our luggage and golf clubs WOULD NOT FIT, with 7 people. We had to switch to a VAN, which should have been less, but we were charged an additional $ 172.00. We will NEVER use HOTWIRE again. It's a total RIP OFF AND we intend to fight it...
I am so ticked off at the poor customer service Hotwire offers its customers. I booked a two star hotel and was given days Inn, which wasnt on the selection, which I find out the hard way is their idea of a two star hotel. Customer service are a bunch of morons. They wont help you even though they decieve you. Beware of booking anything on hotwire, they show you a list of hotels for a certain price but you will never get those, instead they slip you a roach motel and say its a higher star rating. I WILL NEVER USE HOTWIRE AGAIN.
I Am A Very Unhappy Customer Of Hotwire And After The Experience That I Had Friday 2/22/13 You Can Unsubscribe Me From Your Emails I Will Not Be Using You Again. On Friday I Arrived At The Hotel That I Made Reservations For Thru Hotwire To Find Out The Reservations Were Wrong I Tried To Call Your Customer Service Rep To See What We Can Do To Get It Fixed. The Customer Service Rep Was So Nasty And He Told Me That There Was Nothing He Could Do For Me So With That Being Said I Asked To Speak To A Supervisor And He Told Me The Supervisor Was Going To Tell Me The Same Thing That He Cant Help Me Either. So He Put Me Put Me On Hold And Never Came Back. This Is Not Customer Service. I Will Never Use Hotwire Again!! Reservation
Well, I just got off the phone with a gal who spoke broken english. I ask her to verify information on The Royal Cancun Condo in Cancun. First I had to repeat the question way 2 many times. Second, she tried to book me somewhere else. Third
I ask for a manager..why? I stated, I simply want some information...we don't have a manager..what is your name?...we are not allowed to give them out...what country have I call?...The Philipnes...Thank you, but no thanks. HOT WIRE-please for American have some of your operators speak,understand enlgish and be american.. stop the outsourcing. I will never look at this site again. Kathleen Ison-Batavia, OHIO
Hi,
I don't know why are you ofering insurance ONLY for us residents, because same day that i have to go to pick up the car ALLIANZ sent me an email telling me they would be unable to assist me with the purchase of the policy because i'm not US resident. Allianz sent me the email with this information two hours before the time to pick up the car. Incredible!!! I'm looking for another company more serious.
I booked a Vacation package with Hotwire on 10/5/2012 which included a round trip ticket on Frontier Air flight from Phoenix to Colorado Springs, hotel & rent car. I insured the Package and yes, I had to cancel the Package due to the other party not being able to meet me in Colo Springs. I received the refund from Hotwire for the hotel & the car rental cost but the flight cost was not refunded; I only received a credit with Frontier. I was told by Hotwire that when I would re-purchase the Package, I would be able to use the Frontier credit for my flight. I tried to purchase the same Vacation Package with Hotwire but after speaking with a total of 7 people there (they hung up on me, "transferred me" numerous times - which each time was about 30 plus minutes of some music and an eventual hang up) when finally, some person (Jason) who sounded like a village idiot (spoke very sloooowly) and, ultimately to his Supervisor Gertrude (sic) ( Jason slowly said that her name was Gorgeous) who told me that I can not use the Frontier credit in a Vacation Package but only for a stand alone flight. I will NEVER spend another penny with Hotwire (or with its sister Company Expedia-yes they transferred me to xpedia twice). I do not care if I have to spend more money with some one else, I refuse to be treated the way Hotwire/Expedia treated me today. Are these people in the Service business?? They sure do not act that way.
I was using hotwire.com to book a four star hotel in New York. It was a very disappointing experience. Hotwire does not disclose the name of the hotel before you pay and mentioned the deal will be great and lower than market. It turns out the Hotel is bad and the regular price is lower than I paid through Hotwire.com. when we try to contact them and there is no phone number available for customer to call just a message say they will contact you in 12 to 24 hours. What a pity for customer !!! Will not recommend this site for anyone at all. It is not like to do business with American way but the 3rd world countries treatment. They got you once and does want the following business.
Today I had the worst experience ever with this company. Around 9am today i booked two rooms in Arlington, Tx. I then had to cancel that reservation due to my allergies and my bothered eyes, not being able to drive alone four hours away to make the trip.When I tried to cancel the trip they say no money back unless I give them a doctors note. What am I in elementary school? Now I have to go to my doctor pay the bill for that, then send them the documentation, and maybe I will get my money back, and yes I did purchase the insurance. This company and all like it should be nomore.
I have often used Hotwire in the past. And, when planning a complicated Fall Break, decided to use Hotwire for the booking of multiple hotel rooms for an upcoming Fall Break. I first made a hotel reservation for two rooms in Richmond, Virginia, selecting a 3 1/2 star hotel and receiving a 3 1/2 star hotel (Confirmation ). While it wasn't the hotel I had hoped for, it was within the Star Ratings guide provided by your website, and was rated 3 -3 1/2 stars on other sites such as Expedia, Orbitz and TripAdvisor.
I proceeded to make my next reservation for two rooms in Burlington, NC. Realizing that Burlington is a small city, I looked at other websites first to see what options were available. From that information, I selected your option to purchase two rooms with the 3 1/2 star category. I specifically selected the 3 1/2 star category because the 3 star options, according to your own ratings, included hotels such as x hotels, where I would not be comfortable staying. However, after making the purchase, I was not given a 3 1/2 star hotel, but given a 3 star.
I fully realize that tripadvisor has rated this truck stop hotel as a 3 1/2 star hotel. However, expedia (who doesn't even post photos on this hotel), orbitz and Tripadvisor rate this hotel from 2 -3 stars. None have a 3 1/2 star rating.
The information provided by Hotwire to it's customers is blatantly misleading. I made the selection based on THEIR star ratings, and received a hotel in a different star rating, according to THEIR OWN GUIDE.
I immediately called their customer service department, looking for a remedy. I fully explained the information provided by Their STAR RATING GUIDES, and what was received. I also provided the ratings of other sites.
While the Customer Service Representative and her manager were both polite, they both basically told me, "too bad, it's a final sale". I again asked them to consider a remedy that would be fair, to keep a customer. Still, no solution was offered.
I am so disappointed to find a business willing to lose a long standing customer over a $150 reservation with blatant misleading and ambiguous information. They have not only lost my business, but I will do my best to ensure everyone I know never uses Hotwire again.
Very disappointing and such a poor decision to make in such bad economic times.
Regards,
An X-hotwire customer
I should have known better but made a reservation for Thanksgiving up in the Atlanta area where we lived for over 18 years. Hotline said they had a 3 star hotel in the area where we used to live so we booked it. When they revealed the name of the hotel, we realized that it was NOT a 3 star hotel and not in an area we would stay. So, now we are out the money and made another reservation. This is the last time we will use their services as they do not have true advertising.
Do not book through HOTWIRE!!! I paid for a ticket and cancelled within 24 hours because the guy told me that I could cancel as long as it was within 24 hours in which it was. I repurchased the sme type of tcket and now they renigged on refunding me my money back and making it seem as if though I purposely purchased the other airline tickets. I will never use them again.
Book a hotel through Hotwire and when I arrived at the Hotel, the Hotel room was as if it had not been updated since the 1979 s including the mattresses, I emailed Hot wire about the condition and let the Hotel know that the bed had bugs in it. We left. I was charged for he room anyway because Hotwire says once a room is booked there is no refunds. Even though I never received any product or service I was charged the room anyway. Contacted customer support and was told that their policy does not give refunds even though I did nt receive service.
WOW! I just called the customer service line and wanted a additonal note added to my reservation for a car with Hertz located at ClT. They said I was not able to do anything with that at all! I'm suppose to call them from Atlanta if my flight gets delayed and they will help me then? I will never use Hotwire again and I will let everyone know of my story.
Last night I booked a room on Hotwire - whats supposed to be a 3-star hotel $124 room for $73. After I received the name of the Hot Rate hotel, I decided to investigate because I am aware this particular hotel chain does not charge $124 for the majority of its rooms. No other website listed this hotel room for more than $89 and its a 2.5 star hotel - so my savings of supposedly $51 was only $6 since the hotel website lists it at $79.
I called the hotel in less than 24 hours and cancelled the reservation - since they allow pets and my friend is allergic!!!! I then called Hotwire - they refused to give me a refund and now I'm out a room reservation and the money!!!!!!!!!!!! OH and the man I spoke to from Hotwire was extremely rude.
HOTWIRE IS A SCAM _ AVOID THEM LIKE THE PLAGUE. I PLAN TO TAKE LEGAL ACTION AGAINST THEM. EVEN IF I HAVE TO SPEND MONEY THEY NEED TO BE STOPPED......
I booked a room through hotwire. I WILL NEVER DO THIS AGAIN. I got the hotel in the wrong area by mistake. When I called thyem they WOULD NOT refund my money!!! I wonder if Hotwire reads the reviews they get because they are not good at all. I am a dissatisfied (EX)hotwire customer!! NEVER again will they take advantage of me! I booked the room 2 weeks in advance and was trying to cancel the very next day (within 13 hours)!! Bologna!!!!
My brother by law went on line an reserved a car with budget rental car for 8 am when we got there we were told by the rental place that they had no vehicles.... how is it that they have no vehicles when we got a confirmation that they would have our vehicle at 8 30 am I see hotwire is making a habit of confirming vehicle that don't exist. I rented several time through hotwire this is the first time I had an issue. no make it the second, there was another time I rented but when i got to the airport I was told I need to leave a 300 dollar deposit.. which I was not told on hotwire... on top of everything else I have to call hotwire insurance company to cancel insurance that I paid for which make no sense you got a hold of them when I rented the car but now I have to go to them and cancel the insurance
I went on to the site to book a hotel, found a good rate for a 3 star, was going to book it online but needed to clarify what kind of room it was as I needed 2 beds. The employee assured me that once room was reserved it wouldn't be a problem for me to call the hotel to make sure I would have a 2 bed room. When I called the hotel told me hotwire had reserved a 1 queen bed room and I needed to sort that out with them. A new rep answered my call and told me that this was the case with hot deals. However she would allow me to change the booking to a new considerably higher rate room that would accommodate my needs. After being put on hold for hours with no satisfaction I asked to speak to a manager. She agreed to a refund and sent me an email stating that it would be refunded within 2 billing cycles of my credit card. I now have to reserve and pay for another hotel while having this charge still on my card. I WILL NOT use Hotwire again.
My husband, Edgar Rubio, and I arrived to Gran Bahia Principe in La Romana, Dominican Republic about 2 hours ago to find that Hotwire.com dropped the ball on our reservation. The hotel staff immediately tried to assist us. They called Hotwire.com to no avail. We have had to use our personal cell phone (which is roaming at a pretty high rate) to get a hold of someone in customer service. Finally, after holding for 20 minutes, someone answered the phone and looked up our information. Once again, instead of working things out right there and then, they promised to call us back. It has been over a half hour since. My husband and I are extremely exhausted and there is no promise of getting this issue resolved anytime soon. Very disappointed with Hotwire.com.
This past weekend made a reservation directly with enterprise rental and when I arrived at ACY airport I was told I should have been able to make a reservation online because ACY's Enterprise was sold out. I was very dispointed. I drove home, went to Hotwires link and again was able to make a reservation online with Enterprise at ACY airport. I contact hotwire, explained my just 30 minutes earlier at ACY airport and the Hotwire staff member told me to go back to ACY to get a car, that Enterprise shows they have cars. I wasn't stupid enough to drive back, but I did call the Enterprise manager at ACY airport and told him I just completed another reservation at his location. He told me he had no vehicles, he was sold out. Both Enterprise and Hotwire have communcation problems and seem more interested in over booking to meet their business needs then they do for their customers.
