SAN FRANCISCO, CALIFORNIA -- We just checked into a hotel in Los Angeles that we paid for through Hotwire. Hotwire billed it as a four star. What a total joke. We were told we were getting a four star, non-smoking room with free WiFi. Instead, we got a room the size of a shoebox that wreaks of smoke, WiFi which will only allow you to check your email but worst of all a room that is literally on the freeway. Even with the patio door closed and locked, the noise is unbearable and the hotel has no other rooms.
I called Hotwire and they told me that the only thing that they could do was offer us earplugs!!! Really? A four star hotel offers us ear plugs so that we can sleep through the freeway noise? To bill this hotel and this experience as a four star one is nothing more than fraud!!! I will make sure to report Hotwire to every organization starting with the Better Business Bureau so that no one else has to deal with this experience!!! Never will I ever again give Hotwire one penny of my business. They should be ashamed of themselves.
NEWNAN, GEORGIA -- I have an upcoming business trip to Newnan GA and initially I searched on Hotwire for a hotel in this city. The most attractive alternative was a three-star hotel for $79. I did not look at the hotel listing at that time. I did opt for their price watcher that sends an email to the customer if the price drops. I got an email from them about an hour ago in which Hotwire stated that a price drop had been detected and the three-star hotel was now available for $49.
When I clicked on the link in the email Hotwire's site brought up all the hotels in Newnan, Peachtree City, Union City, Fairburn and Hartsfield Airport areas. The ONLY hotel in Newnan was a one-star dump (I am very familiar with this area). Here's the rub - Hotwire doesn't have a three-star hotel in Newnan therefore they couldn't have detected a price drop. I called Hotwire's customer service and after a five-minute conversation asked to speak with a supervisor. Neither person was familiar with their offerings.
What we have here is a classic BAIT & SWITCH to get people to look at their website and hopefully buy a more expensive room. Oh, by the way we have a two-star in Peachtree City for only $68 and a three star for $69. In other words bait and switch. Stick with Priceline or book directly but don't get ripped off by Hotwire.
SAN FRANCISCO, FLORIDA -- I booked a room through Hotwire.com and paid in full. I got to the hotel and checked in. Hours later I was called by hotel management and asked to leave because Hotwire sent them a fax alleging my credit card purchase might have been fraudulent! My 83-year-old grandfather and I were thrown out into a blizzard snow storm in 18-degree weather over 1,000 miles away from home. We had to have family Western Union us money to get us to another hotel because Hotwire didn't refund our money.
After reading other complaints online it is clear that Hotwire kicks people out when the demand for a room is higher and prices can be increased. This is criminal! I placed over 20 calls to their "risk management" department which goes straight to a voicemail and NO ONE HAS RETURNED MY CALL. I have left at least 15 messages and sent 5 emails. I want my $380 refunded. And I want them investigated. They deserve a class action lawsuit filed against them because they are greedily ripping off and embarrassing customers with allegations of potential fraud when really they are just using that as a clever ploy to resell rooms at a higher rate!
LOS ANGELES, CALIFORNIA -- While booking two airline tickets, upon finalizing my order, received error and according to them my account was deactivated for fraud? On 1/7/14 I tried booking two round-trip tickets from Albany, NY to San Juan, Puerto Rico (1/25-2/3/14). Upon completing the booking process, instead of receiving my confirmation of flights on the screen, an error message showed up saying there is a credit card issue. Immediately I checked my cc/debit card online account and lo and behold, my card was charged $830.00 and $1 sales fee.
I called them right away. Rep at Hotwire stated that my account has been activated for possible fraud and that it is now being handled by Risk Management dept. They gave me # and transferred and it went directly to voicemail. I tried 3 more times with Hotwire representative and each time they either hung up or stated that, "You need to leave a voicemail," and wait for them to call me back. They were extremely rude and said, "We can't tell you anything, you need to speak to Risk Management."
I called US Airlines as tickets are for their airline; they don't have me booked on the line and they did not charge my credit card for fare. It has been 3 days since all that happened and I have left about 5 voicemails to risk management and no one calls me back and Hotwire representative today again refused to do anything about my charges and to refund my money to me as there is NO ticket! According to their site, Hotwire does NOT charge credit card until booking is confirmed, but they did charge mine WITHOUT booking confirmation. After flooding their VM, they have refunded the money into my account on 1/7/14. I will never do business with them.
I made a reservation, paid $136.66 for car that my husband and I were to pick up in Tucson, AZ. The car pick up was under my name. I sit here with a 102 temp and will not be able to make the trip. HOTWIRE REFUSES to change the name for the pick up to my HUSBAND!!! Not a stranger but the same person with the same credit card and my HUSBAND. We have now paid all the money and are being RIPPED OFF! Do not use Hotwire!! Go directly to the car companies. It may cost a little more but you will not have this situation and be out over $136.00. Due to the policy that Hertz has with them they will also not help you.
WWW.HOTWIRE.COM, FLORIDA -- Please Share!!! BEWARE of HOTWIRE hotel reservations. For those of you who have never used Hotwire to make a reservation with a hotel let me explain how it works. You select a destination and they give you a general rate on hotels in a star rating system. For example, any hotel in that area with three stars will be one price, and any hotel with four stars will be more, but you are guaranteed a savings because they don't show you the name of the hotel until after you have booked.
So you are playing Hotel Roulette. However, you can feel comfortable booking a hotel without knowing the name because of the star rating that they have. I have used this service for years and have scored some pretty amazing deals, but last night was the exception, and the customer service on Hotwire's end to fix the problem was non existent.
A hotel room was booked under a three star rating. My husband wanted something affordable but nicer than a one or two star hotel. Three stars mean "Extra amenities and clean rooms that will make your stay comfortable." However upon arriving at the 'three star' hotel my husband was completely dumbfounded. If you were to give this hotel a star rating it would be negative stars.
The room was absolutely terrible. The lock on the door was broken. The light fixtures were broken and were just hanging on the walls by string to keep them up. All the furniture had terrible stains and looked like it had not been cleaned in years. There was silly string and grimy dirt on all the walls and door. The mirror in the bathroom was broken. The shower tiles were falling off the walls. The smell of the room was so acrid that by morning his lungs hurt. Plumbing pipes were sticking up from the carpet near the broken air conditioner and the ceiling was caving in.
Not only that but the hotel offered the exact same price through their personal website so no money savings at all through Hotwire. Arriving after 11 o clock at night and driving for over 12 hours sleep was the only thing on my husband's mind so he hunkered down for the night and at first light he was out of there.
Now am I upset about the quality of the hotel? Not really. You run into hotels like this but what you see is what you get. I am upset at the portrayal of this hotel through a once trusted site like Hotwire. So, OK, they got it wrong. Maybe they just needed to be informed of the situation, so I called them to let them know.
I told them about the hotel and the room and their response was, 'every booking is nonrefundable and cannot be changed'. Even after telling them that this hotel was no three star hotel I got the same response. They kept trying to pass the buck off on other site by saying that they get their star rating from what is already posted online by other sites. OK, so you offer a service but it's not your fault because other people are doing it? Ya OK.
Towards the end of the conversation I was being blamed by Hotwire customer service for not switching rooms. It wasn't like this place had an off chance bad room, the WHOLE place was like this room. It would be like switching sleeping in landfill A because landfill B might have better trash. There was no point.
So beware when you book a 'star rating hotel', you are playing Hotel Roulette even though they 'GUARANTEE' their stars ratings, and if you get scammed into a one star or no star rating hotel and pay three star prices their response is, "Oh well. Better luck next time." Well, there will be no next time for me. Quoting my husband on the quality of Hotwire's 'three star hotel' - "If I were to sleep with a prostitute I would be more scared of getting diseases from this hotel than the prostitute." - puts the 'three star rating' in perspective.
MONTREAL, NEW YORK -- My complaint is regarding the recent scam at Hotwire. I was clearly told by the customer service representative that the room I am purchasing is a condo in a 3.5 star hotel in downtown Montreal. Once I paid and the hotel name a specs was revealed, neither of the specs were correct. I understand that no refund policy, but this was agreed to based on the specs stated.
The hotel was not 3.5 star, it was actually in the area of plateau Montreal and above everything my biggest concern was that this hotel is not a CONDO instead it is a LOFT. All rooms in this hotel are LOFTS. I have a 4 nights stay there, and my whole purpose of renting a condo was to have Privacy (separate closed room) due to two factors. One being that I am pregnant and as needed and separate space to rest and secondly I am expecting frequent visitors during my stay.
As soon as they revealed the place to me I advised them that this is not a CONDO. I was transferred to another department that deals with such issues. The lady on the phone advised that "We have tried to get in touch with the hotel and got their voice mail. If this hotel does not have CONDOS we will refund your money. And someone from our review team will get back to you."
Later that evening, I spoke to hotel myself as well. The lady at the front desk clearly told me that this hotel does NOT have ANY condos. All rooms in this hotel are LOFTS. (Open concept rooms). 2 days later, I have gotten an e-mail from Hotwire team that they have checked with the hotel and the rooms have specs that meet the amenities of a CONDO. If the room has a kitchenette that does not make it a CONDO. CONDOS are not open concept rooms by all means. However they have mentioned on their own website that CONDO will have separate room, please see below Hotwire comments for a CONDO.
I plan to go there in August and would seriously require help to get my re-fund from Hotwire or else they should book a CONDO for me as committed in downtown Montreal in a 3.5 star hotel. LOFT Hotel in Montreal does not meet any of these specs as they have mentioned on their websites. The deal was Condo and they booked me 3rd class unknown pro claimed 3.5 star LOFT. You can clearly see “LOFT HOTEL” is nowhere in their 3.5 star rating. At the time of booking they committed a CONDO and now they are forcing me to stay in a LOFT.
This is a total RIP OFF of innocent people and one should stop HOTWIRE for doing all these fraudulent acts. They are doing it so bravely (Cut throat) as NOBODY is out there to stop their fraudulent practice and bring them under the LAW Jurisdiction. I urge you please take up this issue as a fraudulent ACT and I want you to open enquiry against them on urgent basis. You can go online and just Google Hotwire SCAM or RIPOFF and you see how people are being victimized by them.
I returned my rental car a day early to the Alamo located in Orange County. My sister became ill on our trip and we rescheduled our flights so that we could get home earlier. I did not have time to call the rental agency to advise them of this, however, upon the return of the rental car I asked the receiving agent if we had returned the car in time in order to avoid paying for a fourth day. She said that we had, but because we had prepaid through Hotwire we would need to call them for the refund.
Consequently, when I got home I called Hotwire for the partial refund. I spoke with a representative named ** who said that she would just need to get confirmation from Alamo that their representative advised me that Hotwire would refund one day of the rental. She placed me on hold and tried to contact Alamo to no avail. She offered me the Alamo manager's contact number and said that I could try contacting the manager at my convenience so that I did not have to continue to wait on hold while she tried to contact the manager.
She said that I needed to get in touch with the manager and tell her that Hotwire needed confirmation to process the refund. After trying to contact the Alamo manager for several weeks and leaving numerous messages, I called Hotwire back to advise that I could not reach the manager to whom ** had directed me.
I first had misfortune to speak with **. After recounting my situation to him, I immediately got the sense that he wanted to do everything in his power to deny me even the slightest amount of customer service. He did what he called "research" into my account and came to the conclusion that ** was mistaken. He informed me that Hotwire's rates are the lowest out there and that because I received such a discounted rate, Hotwire could not refund me for the day I did not use.
However, Hotwire was not the only car rental booking service to offer this rate, and the only reason I chose to book through Hotwire rather than carrentals.com (whom I normally book through and will return to from now on) was because that I have had good previous experiences booking hotels through Hotwire. I told ** that I understood he was just trying to do his job and asked if I could speak with his superior since he was not going to be able to accommodate my dilemma.
After some time, I was connected with ** (employee #**). ** might as well have been a computer. Actually, a computer would have given me better customer service than **. I am infuriated at the way I was treated by him. After repeatedly explaining my situation to him over and over he would simply state that since I had failed to get in contact with an Alamo manager, I was not entitled to receive a refund. I tried to explain to him that essentially I was doing ** a favor by agreeing to contact Alamo on Hotwire's behalf in order to process the refund.
I could have told ** that I would remain on hold while she continued to contact Alamo, but I agreed to take the number and do it later on my own time on her behalf rather than waiting on hold for whom knows how long and wasting both her and my time. ** never told me that it was my responsibility to get in contact with Alamo to receive confirmation that I was entitled to a refund. She gave me the option to either do it myself or wait on hold while she pursued the issue. ** did not seem to understand this detail and maintained that I still needed to contact Hotwire myself in order to get a refund.
I repeated that I have been trying to contact them for weeks but that I was fed up with it and thought that it should be Hotwire's responsibility since Hotwire is the one that said I needed this confirmation to begin with. I recapitulated the whole situation to ** yet again, detailing the entire interaction I had with the Alamo agent who said that Hotwire would refund me for the unused day. ** then asked if I had this agent's name.
I said I did not, but that I do have a receipt which was given to me by the agent who said I would get a refund and that I could scan an image of it over to him and maybe he could decipher out the employee's name or number somewhere on the receipt. He said he could not do that, so I tried to ask him if any of the random numbers on the receipt might be the lady's employee number and he said that he would not be able to tell without looking at it and that since I did not know the agent's name he would not be able to call Alamo himself.
I asked him why then had ** been able to, and he said that he did not know but that it was not possible for him to call Alamo without the agent's name. Exasperated, I asked him what he suggested I do, and he said to continue trying to call Alamo because it was Alamo's responsibility to refund the money. Again I told him that I had already been told by the Alamo agent to whom I returned the car that Hotwire had to process the refund. ** repeated that Hotwire would only be able to process the refund if I got a hold of Alamo.
I told him again that I had agreed to call Alamo myself as a favor to ** rather than waste both of our time, but he again said that Hotwire could not process the refund because I had not gotten a hold of Alamo, and he was not going to contact Alamo without the name of the receiving agent. Essentially ** succeeded in talking in circles like this with me wasting my time. I got the sense that he was enjoying this "game" in which he was getting paid to argue with me on the phone.
I ** asked if there was any way I could get in contact with his supervisor and he repeatedly said no and that he had no supervisors. The only way to inform Hotwire about his lack of customer service was via support@Hotwire.com. I have never been so turned off from a company from such detestable customer service, especially from a supervisor. He was extremely unprofessional and apathetic regarding my situation. He snickered under his breath when I got upset and kept repeating jargon that did not address my complaint. $17.76 is a measly amount of money and I am confounded that I have had to spend this much time and effort on such a small sum.
But the fact of the matter is that I was informed both by the Alamo agent to whom I returned the car and the first Hotwire agent I spoke with that I would be refunded for the unused day. This situation was not about the money. It is simply a matter of principal that a company does right by its customers. I understand that apparently both the receiving Alamo agent and the Hotwire representative were mistaken regarding the information they conveyed. However, a company is obliged to fulfill the promises made by the employees who represent it.
I just received a survey asking whether I picked up the rental car for Itinerary **. The answer is no, because there should not have been an itinerary at all.
Although there was an error on your website and I did not plan to use your service for my recent travel plans on August 9, you sent me an itinerary (**) via email. As soon as I accessed my email on August 8 in the evening and saw your email, I responded by calling your customer service and explaining the situation. Your customer service rep, ** #3759, stated there was no error message and my credit card was appropriately charged $389.77. He did not care about my explanation and very rigidly stated that is not the responsibility of Hotwire and that no credit would be issued.
I made other plans and did not pick up the Alamo rental car on August 9 in Detroit and, as a result, have registered a dispute with my credit card company. I was a loyal customer of Hotwire until this incident. Now, I will never use your service again and I have told this story to over 20 people, including the customer service representative at my credit card company (who already had heard the story several times!) Those 20 people will probably tell 20 others and so forth and so on.
You have lost a loyal customer and many potential customers all over a few hundred dollars. Not a good business model in this economy. I wish you would reconsider your error and credit the charge to my credit card. It is the honorable thing to do.
The reservation was caused by an error on your website. I did not authorize the reservation or the charge for it. As I stated before, I have used your service in the past without a problem, however, due to your lack of accountability for your error, I am disputing the charge with my credit card and will not use your service again.
With deepest regret, Hotwire.com and their affiliates have disappointed me to no avail. I am shocked and offended at how my vacation planning took place with the Hotwire team, and will NEVER seek your services again. To begin, my vacation was quoted at $910.64, Hotwire took my credit card number, charged it, and was authorized to $910.64 of my U.S. dollars. To my surprise I did not receive my vouchers or hotel info via email, as stated. I called my bank, collected all information pertaining to the $910.64 authorization, including the terminal ID and toll free number.
Upon calling the toll free number I sat on the phone or hold for an hour or more, just for the CSR to inform me the price had risen $51.00 and I would have to pay that amount, regardless of Hotwire already holding my account for $910.64, the initial price of the vacation package. I then had to wait another hour for my bank to straighten out the charge and release it. I was instructed to call back, not use the website, to book the vacation. I voiced concern to ** the CSR and he advised to ask to speak to a supervisor for a favorable outcome.
As it just so happens, I call back, lose connection with the first CSR, then call back and talk with a second CSR who listens to me, offers little help, so I ask for a supervisor. The supervisor via CSR offers a $50.00 coupon -BUT WAIT- the price has risen another $50.00! I could not believe my ears! Could this be real? Supervisor ** had no understanding, no ability to see the obvious error from Hotwire charging $910.64, then saying, "No, that's not quite enough. Make it another $50.00." If there were ever a scam this is it. It didn't happen once, but twice, IN ONE DAY.
By the end of my 6 hour debacle with Hotwire and their affiliates I had nearly $1000 dollars tied up and unusable for future transactions, and no vacation to show for, but a horribly orchestrated fear tactic that my vacation destination was rising $50.00 on the hour, so I better make my purchase now. On closing, I want to make Hotwire and affiliates aware of the current and future business they have funneled to the competition. I will no doubt pay $900-950 for this trip. I will gladly pay more to another company, just so long as it doesn't benefit Hotwire or affiliates. I will not use this site for future trips, which is 2-3 a year.
Lastly, I will make very certain every companion on the trips (June will be me and four friends, all of which no longer consider Hotwire or affiliates trustworthy). I intend on my network of other business owners, friends, and family knowing that above all, Hotwire dominates but one market, con artistry. Being a business owner, I know all too well the power of referral. I also know it takes ten good referrals to counter one really bad referral. Good luck with that.