LITTLE ROCK, ARKANSAS -- I called Hotwire's customer service after reading reviews on this and other sites, to let them know that they just lost a new customer before I ever became one due to all the negative reviews about them, on the Internet. The lady who answered the phone said that she was just an hourly employee who didn't have any control over the quality of their listings, and that my complaint would be registered in their system. But that it is but one of thousands like it that have had no effect upon their business.
Based upon her comments, I have a feeling that Hotwire's general opinion of their customers is probably apathetic, if not hostile. Either use their service or don't. They really don't care. Enough suckers will fall for their scheme, so that they will be laughing at us, all the way to the bank. The only reason I'm rating them with two stars instead of only one is because at least their phone representative was polite.
SAN DEIGO, CALIFORNIA -- On June 16th 2015 I booked a hotel from Hotwire.com in San Diego, CA at the Roadway Hotel on Roosevelt St. When we arrive at the hotel they gave us a room that smells so bad that I found myself gagging and coughing. It smelled like stale cigarette smoke and butt.
When we went to the office to complain the clerk that we ask for a non-smoking room. He treated us like we were dogs. He talked down to us and he told us that we couldn't get another room because they were all booked up. They refused to give us a refund of our money so we could go elsewhere. They told us that there was nothing that they could do so we had to spend the night in the car, In a strange city, and a not so safe neighborhood. When I told them that my wife suffer from upper respiratory problems and could not stay in that room, they offered to book us a room at another hotel that cost three times the money.
We were in a strange area and didn't know our way around. Mind you, this was at night. They had no sympathy at all for us. When we called the company, they took almost two hours to get through to them. They did not solve our problem. So we just decided to give up and spend the night in the car. I wish that I had read the reviews about this company before I paid out my money. I could have saved myself and my family a lot of heartache and pain. I want everyone to beware of booking hotels with this company. You will be out of money and no place go.
I just called into the Hotwire call center, and was very displeased with the service. I booked a hotel in Vegas through Hotwire, and the rate the hotel charged was different than what I had to pay. I called in to Hotwire to complain. They credited me back the difference. This was over a year ago. I just tried to use the credit, and it shows as expired. I stopped using Hotwire after that transaction, as I was not pleased. I had previously used Hotwire on at least 10+ different hotel stays with no issue. I called into the call center to see if they would re-instate the credit, as they never told me the credit expires.
The first time calling, I was transferred to 4 different people, then put on hold for 15-minutes before getting cut off. When I called back again, I was transferred again. I explained the situation, and that I stopped using Hotwire after that transaction. I asked if they could re-instate the credit, as I wanted to try their service again. The person continually repeated that Hotwire policy does not allow a credit to be re-instated.
I understand that Hotwire is able to determine their own policy, and apply it how they please. I find it very poor business that they would lose me as a customer over a $100 credit. I have used their service at least a dozen times a year in the past. I stay in hotels over 150 nights a year. I used to recommend Hotwire to people. I will not recommend them anymore. Nor will I ever stay with them again.
SAN FRANCISCO, CALIFORNIA -- After paying for, and receiving a confirmed reservation at the Floridian Express in Orlando, FL, it took speaking to 5 people at Hotwire over a span of nearly 1.5 hours in a hotel lobby before my wife and son were able to check into their hotel. The weary ordeal with Hotwire started at 11:30 PM and never ended until nearly 1:00A M!!! There was absolutely no reason for this to happen, and Hotwire created a very stressful experience for my wife after spending hours on the road driving.
The savings is definitely not worth the hassle! After speaking to 4 different customer service reps, and about an hour on hold, the 5th person we talked to fixed our problem in less than a minute! Why couldn't that have been achieved on the first phone call?!?!?
SALEM, MASSACHUSETTS -- I am not happy. I had a confirmed, printed confirmation directing me to a Budget location in downtown Salt Lake City on a recent Saturday in late January. Having flown in and rushed by cab to an appointment in the city, I then subsequently hauled all my luggage 6 blocks to the designated location, only to discover that Budget had vacated that office 2 years earlier. When I called Budget and then Hotwire, I was first advised that I'd need to get a taxi back out to the airport, where a totally new rental could possibly be arranged.
Given upcoming commitments that involved a 45 minute drive in the opposite direction to Park City, I ended up having no choice but to do exactly that – expending $27 on the cab ride and then getting a new rental through Budget at the airport for $60 more than the original Hotwire quote – and more than I would have gotten via a direct booking with Budget weeks earlier. There were simply no other viable options at the time for an exhausted traveler who had already lost time and money in the process.
However, later, when I later contacted Hotwire to see what they could do to “demonstrate” their concern about the screw-up, the most they could offer was a $20 credit toward a “future” Hotwire booking. Right, like there's going to BE a future booking with Hotwire!
For all you weary travelers with a flight cancellation and had to change your car reservation. I thought I booked a car at a fair price. Because of a storm, I had to change flight. I called Hotwire up, they didn't refund my money, but changed my car pick up date. That is when it turned sour.
Hotwire tripled my price, changed car rental company. I asked Hotwire for a front wheel drive, he asked me back what that was. No idea what a front wheel drive car was. I had to settle for anything to end the call. I called Hertz, they could not help. Had to deal with Hotwire, they could not change a reservation. Do you think I would use either of these companies again or recommend them to anyone? No!
DALLAS -- I will never use Hotwire again. I've used them on two different occasions to book a hotel and each time they held my money, but never gave me a confirmation on a room. I was told I had to contact The Risk Management Department at 415-343-8808. It's a answering machine, so you never talk to a live person. I ask Hotwire why would I be picked out of all the real scammers out here. I used Hotwire in 2010 for two separate hotel stays and I wasn't a risk then, so how I become a risk now. I feel if you don't give a confirmation on a room don't hold citizens money on their credit card.
SEATLE, WASHINGTON -- We were trying to book a hotel and after I typed in all the info a pop-up window stated that the transaction could not be completed due to a booking error and that the payment was not processed. So we attempted one more time, and then decide to look at a different area on Hotwire in case it was an issue with that hotel. We received the same error. I figured there may be an issue with my card so I checked my bank statement online and realized that I was being charged for all of those bookings. This is not what frustrated me. I understand that technology is not perfect and there are glitches.
This is the part that frustrated me. After I discovered the error I called Hotwire's customer service. The associate told me that they did not charge my card and that it was my bank holding the money. Either way I have no money now and no hotel and I definitely don't see my bank at fault. The associate then proceeded to tell me that my card was kicked out of the system because the transaction didn't go through 3 times.
He said even if I still wanted to book a hotel on Hotwire, that I was out of luck. He wasn't willing to help out in any way. He said I needed to deal with my bank to resolve the issue. I called my bank and they confirmed what I was already thinking. Hotwire was holding the funds. Thanks for holding our money Hotwire and leaving us without a hotel!
I received an email confirming a car reservation in Las Vegas and that $142 had been charged to my credit card. I called Hotwire immediately and told them that this was a bogus reservation, that I had not ever used Hotwire and certainly had not booked this car. They had my email and name correct but phone number and credit card bogus. I asked them to investigate and ask Hertz in LAS to check for who picked up the car and to let me know something so I could contact the authorities.
Needless to say, they emailed back and said they would let me know something in 7 to 10 business days. Big Whoopie. Well the reservation date has come and gone and no further contact from Hotwire. Have never used them and certainly will not now.
MONTEREY, CALIFORNIA -- Hotwire is NOT THAT COMPANY, I assure you. You may have used them in the past and everything worked out fine but when things go sideways as they always can do with Travel and Vacation Planning get ready for The Nightmare of your Lifetime.
No Customer Service. On Hold for 45-60 minutes. Zero Compensation for your inconvenience. Zero Accountability.
Nobody's a Supervisor. They won't do ** even though they totally ** you... and now you're sitting in some airport terminal watching bags go around and around on the baggage claim thing while your 2 weeks of vacation for the WHOLE YEAR are ticking away. Strap it on baby... It's going to be a long ride with Hotwire... Better yet just never give them your business in the 1st Place. There's plenty of quality companies out there. These guys will ruin your whole day, week and vacation.