SAN FRANCISCO, CALIFORNIA -- I've been a Hotwire client for many years now. I've reserved hotel rooms, flights and rental cars over those years and was always satisfied with the deals and service I received. That's why I referred many friends, family and colleagues to Hotwire. But now I'm in the middle of my latest trip I booked on Hotwire May 27th 2018 and must say I'm very disappointed on the outcome.
When I went on the website to book a hotel room I selected a "Hotrate" deal that guaranteed me a room between 4 ⭐️⭐️⭐️⭐️⭐️ hotels that rents normally over $500/night ( Cad $ ) for the price of $174.37 Cad. Once I reserved I received my confirmation # and saw I was booked at the Hilton in Bonnet Creek Florida which suited me fine.
I immediately imagined I would be assigned a large room or suite with possibly a kitchenette and a great view since it was supposed to be a $500/night room. So I was really looking forward to this trip. However, When I arrived this past Sunday July 1st and checked-in to the Hilton I went up to the room and once I opened the door I was sure the front desk made a mistake. The room was a standard 1 King bed room that after investigating on the Hilton's website, rents for $196.00 Cad had I rented it myself via the Hilton's website.
I went back down to the front desk clerk and asked if they could double check my reservation and explained the situation. They said I was given a room that was in accordance to the information that was sent from Hotwire and that there was nothing they could do because I booked through a third -party ( Hotwire ) and that I needed to turn to Hotwire for any compensation and/or changes.
The room I was assigned is worth probably between $175-$200 / night but no more, not close to the $500.00 that was advertised as a "Hot rate" deal. Had I known before hand this was the type of room I was going to get, I would not have reserved it. I could have gotten something equivalent at another hotel chain for under $150.00/night. I sent an email to Hotwire.com 5 days ago asking for an explanation but have yet heard back from them.
CALIFORNIA -- I investigated and booked a car reservation last night on Hotwire.com. The reservation was for a pickup of a car at Buffalo Airport, and a drop off at Albany Airport a week later. I entered all the information, dates and times. Entered the credit card information. When the reservation confirmed, it was to return the car to the same location! Not what I booked!
I called "customer service", in India, which was no help at all. I talked to a "supervisor" who was also no help at all. The best they could do was to rebook a new reservation, at $200 more, then I am supposed to wait for a refund on the first reservation, which they changed. VERY bad business practice! Now I will have to contact my credit card company to dispute and cancel the charge, and post negative reviews on multiple website review companies like Google, Yelp, Hotwire site, JD Powers, and social media. Rip Off!
SAN FRANCISCO, CALIFORNIA -- Terrible Customer Service. I was on hold for 4 hours one day. Had to call back the next day to try again. I booked a car for Friday-Sunday. My plans changed and I had to be there Thursday so I need to add a day... More money for Hotwire you would think. They tell me there is nothing they can do. I can make a separate reservation for Thursday. But, if I do this, I will pick a car up Thursday, drive 100 miles to where I'm going to stay, have to drive back to the rental car company the next day, sign papers and get an identical car, then drive back to where I'm staying. They are absolutely terrible. I will never use them again!!!
NEW YORK, NEW YORK -- I will never book through Hotwire again because of their inflexibility. Though I understand they have a "nonrefundable" policy, exceptions should be made for certain issues. The customer service I spoke with were ignorant, horrible, rude, and just god awful. Horrible, horrible, stressful experiencing dealing with several customer service reps. Ugh, never again. At the end of all the phone calls, the issue was not resolved.
Do not book through Hotwire, this company is a rip-off. They false advertise. And they make it impossible to cancel your reservation. I will never use this company again. I thought I was booking a 4 star hotel, instead what I really got through this company was a dump. Everything is an additional charge, which was never reveal prior to blind booking. I can understand, parking being additional, but Internet access? Big disappointment I'm paying more than I would if I would of booked through one of the other booking companies!
Never use them! Obscenely long wait times! Don't value customers or their time in any way! Worst customer service I've ever experienced! Just pay the extra $25 or so and go with a different company! Or book directly with the hotel - they usually match the rate anyway! I promise it'll be better than this!! Expedia is their parent company fyi!!
I booked a hotel with Hotwire online and when we arrived the hotel was fully booked. (It was 10 pm at this time. My husband and I were driving/moving cross country. Tired.) The hotel was helpful and tried to find us accommodations. We drove to a few of these options, but the hotels they offered were far below the caliber of their hotel - what we already booked and paid for. We just booked a new reservation through a different hotel altogether.
We were never contacted by Hotwire at the time of the error or the next day, although the hotel told us Hotwire would contact us to refund us (the hotel did notify Hotwire of the problem). In my opinion, it's Hotwire's mistake, so they should be making up for their error by offering us a better hotel, at the very least. Anyway, we had to call them the next day for a refund and spoke to about 4 people and finally they gave a refund 2 hours later.
The bigger issue was this: I asked how they could compensate us for this, maybe a voucher? It took a lot of discussion, and then they offered a voucher, but they said I had to book on the phone to redeem it. Ok, that's fine. How do I do that? Well they said the representative would just know when I called. Um, right. I don't think so. I finally got a reference number for the voucher and hung up with them.
Then, comes time to book another hotel on our driving move. That reference number doesn't exist!!! It took literally 3 hours of phone calls, transfers (they never explain what happened to the person they transfer you to, so you waste your time, and it seems no one can even help with the problem because "it's not their department" and they transfer you again and again, and it's an infuriating cycle that goes nowhere!). I asked for a supervisor several times, after it became clear no one could help me and I kept being transferred ugh!
Oh, I should mention they were extremely reluctant to transfer me to a supervisor, and once transferred me and then turns out that person wasn't even a supervisor, another useless transfer. So now, I'm cursing and screaming (This is so not my personality btw, but they were infuriating and refused to let me talk to a supervisor!) I got a supervisor after being on hold for 40 minutes. So talked to the supervisor, and yeah, she said they "don't do vouchers". Are you kidding me? This supervisor I actually was patient with, giving the company one last chance to redeem themselves.
So, yup, they "don't do vouchers" and could offer nothing for the hours of waits, disgraceful service, the error on the first booking, and the person who basically lied by saying we could get a voucher. So, no resolution. Yep. Don't waste your time or get yourself angry/ruin your day/hour/vacation for them!!
Via the website, I selected to view options in the SEA TAC airport area. I selected and paid for a hotel that said it was Sea Tac and after charging my card the website told me I got a room in a different town. I called the hotel and asked if they had a shuttle - they said no and that they were 25min from the airport. I spent an hour on the phone after hearing the same policy lines over and over and getting transferred to a different supervisor I finally got a hotel in the Sea Tac area. That hotel was more $ but by now I didn't care. Arrived at hotel and was give a queen bed for 2 adults and 2 kids. Pushed 2 chairs together for one kid and husband slept on the dirty floor.
Using a tip from the "Supervisor" I had spoken with, the next time I filtered for a hotel with shuttle service to/from the airport. Flew in at 11pm and called the hotel who tells me shuttle service ends at 10pm. And they are 30 min from airport. The am departures are different so we are looking at $90 in taxi fees to get there. Called a hotel down the road from airport and paid $80 for a night there.
Hotwire gets to keep the $175 I paid for a 3.5 star hotel in the SEA TAC requested area that didn't end up being In the area OR have a shuttle past 10pm. Fine print is that you have to click on the map and view the shaded area that they consider "within" your requested area and no guarantee on 24 hour shuttle service. You have to call the hotel and ask if they are 24 hour shuttle and if not, spent hours on phone with Hotwire begging for them to rectify the situation - which they will not do. NEVER AGAIN!
FORT LAUDERDALE, FLORIDA -- Rented 2 cars on 2 separate reservations, got a reservations confirmed under CAD currency as Hotwire offered quotes in different currency that you are living. I'm from Canada, and I booked 2 cars for my family so I used the site to get a quote under Canadian $ at the time I booked. I got the price quote and reservation confirmation under CAD $.
When I returned the cars back to the rental, they said, price are in USD. So from $85.75 CAD, I had to pay $85.75 USD and the conversion is $116.81 at the time. So I called Hotwire and agent looked into my complaint stating that Hotwire is misleading customers at the time we went on to shop on their site. The site offers you to get price quote in whichever currency you like and that you like to pay for when you get there.
But she told me that her manager said, that even though the site offer currency, all have to pay in USD even if you book your car in Europe/Jap/Australia. The sneaky part of the site is that I got a confirmation of my reservation under CAD dollar quote and stating that I will pay $85.75 CAD when I pick up the car at the dealer.
I returned the cars and went back on to my reservations on their site. The amount is still the same, BUT they took out the CAD beside the amount. I booked these cars 2 mos advance, so I checked the site and my reservations to see if any changes on my invoice. Nothing. Until I got my car and return the cars and my reservation for the 2 cars CHANGED as well.
I will NEVER use this site for any booking. It's sneaky and scamming and misleading to customers. You get promised for one price and you end up paying another price when you get to the dealer and they will dodge their mistake stating "computer technology" not advance so the currency changes themselves.
ON LINE -- I called and placed reservations for my nephew to visit for Christmas. A week before he became sick and I called Hotwire to find out what would happen if he ended up not being able to travel. The lady did not speak English too well and we had a terrible conversation. After about an hour of back and forth I thought that she had gotten the message of what I wanted and was going to send me the information to my email.
4 days later I look into my email and see a cancellation notice from Hotwire. I talked with a guy named Luis on Saturday, 12 December at 7 p.m. and got the rudest customer service I have ever received in my life. After him basically calling me a liar he told me that he was the supervisor and I could not talk to someone over his head. I told him that everyone has a boss and I want to speak to his. He told me it would be about a 45-minute wait and I said that I would wait. Boy did I not now know that I was getting the next level of rude named Victor.
OMG. He was short and told me to basically take it up with the airlines. I asked for his boss and he told me that there is not higher level than him. He cut me off and said he would refund my money but he was not going to do anything else because he did not believe my story. I asked "Don't you guys record all calls?" And he said "Yes." I told him to listen to the call and he basically said "No."
He again cut the conversation and told me to hold and the hold music started. I was blown away. He came back and said "Refund is done" and "Goodbye." I will share this story on every blog I can until I get a call from Hotwire. I also have a recording of the call and will go public with it as much as possible. This is crazy!
AUGUSTA, GEORGIA -- I have never in my life been treated so badly. The gentlemen, and I use that term very loosely, at the front desk are truly rude. Tonight, my family traveled from Fayetteville, NC for 3 1/2 hours to spend Thanksgiving with our loved ones, only to have our trip ruined. I booked through Hotwire as we normally do. Maybe this is what makes Jameson Suites feel that we can be treated as second-rate citizens, but as an active military family, we utilize the site to accommodate our budget.
Online, I booked a reservation for 2 adults and 1 child as I normally do, as I was instructed to do to ensure double beds. I checked in and was given the hardest time about the booking last name being different from my military ID, but DID match the billing name on the reservation. I was finally able to check in by showing my child's insurance card. Make sense?? It didn't to me either. I was given a king-size with a pull out. A pull out that when unfolded, popped out a dirty Q-tip and a flimsy mattress - something that my child does not even sleep on at home.
When I called the front desk, the FIRST thing I was told was HOTWIRE, HOTWIRE, HOTWIRE!!! "We have no control over what Hotwire does and we have nothing that we can offer to accommodate you." I proceeded to explain that in this room, once you pull out the "bed", move the end chair to the sofa, and the table, there is zero room to move about freely in the room. Again, I was given HOTWIRE, HOTWIRE, HOTWIRE!!
I hung up the phone after being yelled at to the tune of "MA'AM!!!", not Mrs. **, at least four times. My husband went downstairs to try to address the situation and come to a resolution, and again was treated as scum because we booked via Hotwire. When he mentioned not being able to maneuver freely throughout the room, he was offered to option of having someone come to move the table and extra things out of the room. Make sense??? It didn't to us either!!
I can't begin to explain how frustrated we are. We had a similar situation previously this past summer at the Jameson Inn on Park W Dr. in Grovetown, GA and was advised that we should book with the Claussen Rd location as the other is independently owned and we would be treated much better. I beg to differ. It appears that all of the customer service "professionals" skipped the customer service part of training.
I've never felt such blatant discrimination and treated in a "you get what you pay for" manner in my entire life and will ensure that this is known throughout my hometown of Augusta, GA as well as via reviews on the site. I called Hotwire and of course they were NO help. The representative barely spoke English. Thanksgiving ruined!!