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 there 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 11:30PM and never ended until nearly 1:00AM!!!!
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 possible 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, changer 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 conformation 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 incase it was an issue with that hotel. We received the same error. I figured there may be and 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 anyway. 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 with out 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
Nobody's a Supervisor
They won't do [snip], even though they totally [snip] 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 Hot Wire. . .better yet.. . . Just never give them you business in the 1st Place. . . .There's plenty of quality companies out there. . .these guys will ruin your whole day, week and vacation.
I booked a round trip ticket. Plans changed. I had purchased the insurance they sell on the website. It is total garbage and a scam. Couldn't use it. Didn't take my outbound flight, and didn't realize they cancel the entire flight if you don't take the outbound flight. I guess that's my fault for not reading the fine print. But Hotwire only sent me one tiny notification email about the canceled flight, less than two days before my flight. It got buried in my inbox while on vacation. Showed up to the airport only to find that I didn't have a seat on the plane. Hotwire should have called or texted me when my flight was cancelled, or at least flagged the email they sent. I called customer service but they were completely useless.
Also, about 3 weeks prior to this mess, they changed my flight time. The new time didn't work for me, so I called Hotwire to have them re-book the outbound flight for a different time. They told me it couldn't be done. So then I called Delta and it took about 60 seconds to change the flight at no charge.
Hotwire is alright if you don't have any issues with your ticket, but if there is even the smallest issue or if you need to talk to customer service for any reason, Hotwire is completely worthless. That's the gamble you take w/ Hotwire, and you will eventually get burned if you even semi-frequently.
OMAHA, NEBRASKA -- Those that complain about Hotwire on their travel refunds needs to STOP there Bitching!! Any Adult with half a brain knows when booking any flight or motel is a "HUGE" RISK. If YOU are NOT WILLING to risk maybe losing your money, by changing your plans than do NOT pay ahead of time. Every travel agency are ALL alike. The person Bitching about there delay cause husband's medical issues has VERY RIGHT to get FULL PROOF. Some people are NOT SMART enough to weigh out ALL the problems that might happen when booking their flights a head of time. Instead they want to bitch at Hotwire instead of admitting what dumb shits they really are...Maybe Hotwire needs to send this person a Bottle to calm her down...These ridicules messages needs to be deleted. You ALL at Hotwire are running a business and a good business at that...Amen and Amen!!