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Hotwire

Customer Service Ratings and Comments

Hotwire is ranked #149 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 38.66 out of a possible 200. This score rates Hotwire customer service and customer support as Disappointing.

NEGATIVE Comments

35 Negative Comments out of 39 Total Comments is 89.74%.

POSITIVE Comments

4 Positive Comments out of 39 Total Comments is 10.26%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • I did think that Hotwire was the best. Not any more. I used them to book a hotel room in Auburn Alabama where my son attends school. I checked the web sight after I received the booking to see how I made out. The hotel sight online was cheaper. This was the first time this had happened. I called them to see if I could get the difference. They said I could and then a day later they told me I couldn't.They told me they have a double back the difference guarantee. The next day it was gone. I feel as though I was taken advantage of. I even spoke to a manager. I work for a large furniture store. If we tell a customer something right or wrong we hve to honor what we said. I was told that they take an adverage of what they charge. I would have accepted this if they did not tell me they would refund the difference. They called the hotel 4 times. I will be embaressed when i check in because they know I made such a stink about the price.I have learned my lesson. They don't care about their customers. I have been very loyal to them and have helped several others book with them. I will never use them again. I will use Priceline where they allow nyou to change your reservation without charge. I have contacted American Express to dispute the charge. I feel I should get what I was promised.

    mollygal 8/30/10 4:06PM

  • Hot wire is a very difficult company when issuing funds. I am an airline employee whose reservations was cancelled rom DCA-ORF due to a tornado in the area.My flight number was US 3961. I am still trying to get a refund to my credit card.

    Anonymous 8/30/10 5:19AM

  • I wish I read the comments about HOTWIRE before falling into trap. When called to change the dates the price $200 + fair difference was given and was promised someone will call within 48 to 72 hours from an Exchange Rep.Its over 76 hours no call received yet. The customer service each time you call send a request to expadite. But no response makes your whole trip miserable. Specially when other family member already got their exchange done from Expedia instantly. DO NOT EVER FALL INTO THIS TRAP ..EVER..EVER..EVER.............

    Oppressed 8/23/10 10:48AM

  • Boy do I wish I had investigated Hotwire a lot better before I chose to book with them!! What a disappointment!! First time booking and all we asked for was a hotel room for 2 adults and 2 kids (since it specifies over the age of 2, we didn't include our toddler) and what do we get??? A hotel 20 minutes out of town in a hotel that, despite being pretty nice was not as well-maintained as it could have been, one that didn't serve a breakfast buffet and a room that only had a king sized bed - for 4 people! There was no table to eat at, just a desk so our kids had nowhere to eat a snack. The only alternative to this room would have been in smoking - when NONE of us smoke or are ever around smokers! I DON'T THINK SO. When calling cust service, took forever to find their number and the only thing they offered was a credit towards a future Hotwire booking...yeah, THAT'S not going to happen. First - and LAST - time I'll be using this company! >:o(

    Anonymous 8/23/10 6:23AM

  • We made a reservation last month for three nights in California and when we tried to check into our hotel, we were told that the ONLY room that they put aside for Hotwire was THE smoking room. We called Hotwire and after much transferring and holding, they said basically "too bad"....no money back. We are now awaiting information from our credit card company hoping that something can be done. The hotel was not at all helpful -- I think that this happens all the time with them.

    Happy in Seattle 8/19/10 5:17PM

  • NEVER USE HOTWIRE FOR HOTEL RESERVATION. I have very bad experiences by booking hotel with Hotwire. Always get the worst room in the hotel; single bed for 4 people, smoking or dirty room. The hotel is always fully booked when I request for a change room. One time a hotel told me that because I book through Hotwire, they cannot guarantee my reservation as I need. Last month, I tried to book a 3* hotel in Grand Canyon and it came out with a 2,5*. The market rated as a 2,5* and even on their website, in the star rating description, the hotel that I got should be a 2,5*. I complained and they said their rating is accurate. Do not try to make any comment or complaint; they seem not very care of the customer satisfaction.

    Anonymous 8/18/10 10:38AM

  • try to get a refund from them. good luck. i will never never never never use them again. cost me $240 and change. staff are extremely rude. hope they all burn in hell.

    Anonymous 8/6/10 8:10AM

  • we had to change our reservations and we were charged an additional $300 in order to change the dates of our trip. We think this is unfair and we would not recommend hotwire ever again to any of our friends and this website will no longer be used by us. This is unfair to the customers that travel every year and if something comes up that the plans have to be changed, whose pocket does thin money go into. It is unfair and we will
    never use this site ever again.

    Anonymous 8/3/10 3:13PM

  • I had used Hotwire to book hotel. It was suppose to be a four star hotel. Expected a refrig. and microwave. Instead a room that had accommodated the canine unit.

    whatsnext 8/2/10 4:19PM

  • I tried using Hotwire for a car rental. Low bid ended up being Avis. Plane flight delayed my pick up. I called both Hotwire and Avis and both assured me the car was reserved for up to 24 hrs late pickup, no problem. Not so, when I got to location (Memphis TN airport) well under the 24-hr limit, the Avis people insisted my reservation could not be found, and complained that they (Avis) have a longstanding problem not being able to "see" Hotwire reservations in the Avis computer system. I spent upwards of three hours going back and forth, showing my confirmation info to Avis staff, trying to get Hotwire on the 866 number, negotiating, arguing, brainstorming alternatives, passing time while Avis staff pondered and avoided the "issue" this guy had etc. -- ended up having to call Hotwire twice (being on hold of course each time for 20 minutes or more) and doing a sensitivity session, via my personal cell tel, to bring Avis and Hotwire staff "together" to reach a compromise. Hotwire staff gave me different advice on each of the two calls (tip - never ever hang up until you put them on line with the service staff and get at least two independent confirmations "yes this is true; we can do it." It was absurd. By the time I left Avis I felt like I was one of the staff there. I had family waiting on me, missed valuable time, and was left petitioning with other 'walk-in' people who had no reservations and got cars (!) while the Avis staff kept telling me "none for you" (that was the Hotwire advice chapter where Hotwire told me to go ahead and rent a car on my card - pay twice so to speak, and a "panel" at Hotwire would consider reimbursing me the difference after I mailed in receipts; insulting) So basically my one and probably only, I hope, experience with Hotwire car rental was like going to a special kind of hell.

    unhappy customer 7/28/10 5:09PM

  • NEVER NEVER NEVER EVER EVER EVER WOULD I USE HOTWIRE. Their airline booking mistake is going to cost me $500....yup, no changes, no help, no customer service. I should have known that a good deal is hard to find. You certainly won't get any deals or HELP from their so called customer service. I asked for a corporate address and was told they couldn't give it out. I asked for a lsst name and was told they couldn't give that out either. Is this any way to run a company. Let's see how long they stay in business. I will be seeking legal recourse against this company.

    K 7/28/10 8:36AM

  • My experience with Hotwire was the WORST! I was trying to book a trip online to LA and when I got to the last step and booking the trip I kept receiving error messages "could not book flight-flight price chage". The trip start out at $4,800; the price escalated to $ 5, 800 in a matter of seconds so I call customer service. The customer service told me she could get the trip for $5.700. I declined and told them not to book or charge the card. However, they put a hold on the charge for the amount which tied up the credit limit on my card. It took forever to get the hold released. I would NEVER use them again.

    Sheila0809 7/21/10 4:08PM

  • This was my first time booking with Hotwire, and it will be my last. I got a room at a fine hotel, but because I needed two double beds instead of one king, no one at Hotwire would change this reservation for me, nor cancel it, so I could find a room with two double beds. They do not take into consideration the fact that even though you may specify two people, that doesn't mean you prefer to sleep together. The hotel wanted to charge me an extra $40 to change to a room with two double beds. This is not acceptable. I work with people every day, and bend over backwards to make sure they have a pleasant experience. I would never treat them the way Hotwire treated me. When I asked to speak to yet another supervisor, I was told there would be a 5-10 minute wait. In today's technology?!?! I don't think so! There are plenty of other businesses, and I will take mine elsewhere from this time forth. I will also make sure people know how Hotwire treats guests on their site.

    sassydj 7/17/10 2:44PM

  • drove 8hrs had the wrong room booked the hotel helped not hotwire do not use this site at all

    and 7/16/10 2:51PM

  • We booked our rooms 2 months in advance, one week before we were to leave, I had emergency surgery,I was in the hospital 8 days, we asked how to get our money back, and they gave us detailed instructions on how to do so, I have faxed the info 5 times with no result. Where in India are you located.

    david 7/7/10 12:20PM

  • I will never use Hotwire again, the hotel that I booked which was a 3 star hotel in a small town. My first room was stuffy and sweaty with mold and mildew on the floor and the doors were not close to the bathroom. I phoned the hotel's cust. service to switch rooms and to my dismay the conditions were the same. I left msgs. with the hotel's manager. It has been 4 weeks and I have not heard from Hotwire for a refund. This is a complete rip off.

    Anonymous 6/30/10 7:19AM

  • Don't try to get a receipt that can be used for business purposes. They will send you a typed email "receipt" that you could make yourself in 2 min using Word. I hope my company will reimburse me the $900 I spent on Hotwire...
    BTW if you ask to talk to a supervisor they will tell you that there are 25 people ahead of you and you can wait. There is no way to lodge a formal complaint. NEVER AGAIN will I use Hotwire.

    Anonymous 6/18/10 8:57AM

  • Hotwire is so stupid i can't even understand them...their total ripe-offs. i didn't even get my car the day i needed it. i am never using Hotwire, ever again.

    happy 6/1/10 4:41PM

  • I first must admit I made a mistake in using Hotwire.com; having said that, I was really hoping that the customer service department could assist when I inadvertantly reserved a hotel in Chicago (Central Loop, not knowing Chicago). so i called them up and i was told "No Changes, Substitutions, Refunds" I pointed out that I just wanted to move the reservation to where I needed it to be. "NO" was my help. I called Central Loop hotel and asked if they would be charging me if I cancelled the reservation; unfortunately I didn't get her name.
    She had said that the reservation was 1 month and an half away, they would not be charging if cancelled due to the time. called back Hotwire, they put me on hold and called the Central Loop. Gary from Marketing advised them that the hotel would be charging regardless of the time. WHAT GIVES??!! The operator had put me on hold and came back about 1 minute and told this to me. $500.00 lost and no customer service so why even have a customer service department?

    John Chong 6/1/10 9:32AM

  • NEVER AGAIN!!! I made a reservation for a car rental for a road trip through Hotwire.com two months in advance before my family vacation in order to take advantage of advanced booking prices to fit my budget. I found a good deal through Hotwire that was perfect for my situation - the right price and perfect sized car for my family. The car company that they offered to me was at an airport location. Now a month and a half later and only two weeks before my vacation, I just happened to call the car company to make a special request, only to find out that they only rent cars to customers coming off of flights with a boarding pass for proof; no exceptions, even if you are using a credit card for form of payment. I then contacted Hotwire.com and asked them why this was not addressed with me before confirming the reservation. The only thing that they are willing to do is refund my money, but this does not resolve the problem that they created. The rates for the same setup are a lot higher than the rate that they originally offered me. I am single mother on a tight budget and am not in a position (even if I wanted to) to pay a couple of hundred dollars more for the same arrangement. This is devastating to me and my family considering the plans that have been made around these dates for the past two months, including arranging time off from work and coordinating these plans with family awaiting our arrival and their arranging for time off from work as well. The fact that Hotwire is not willing to EAT the difference for a situation which they created for lack of communicate and of which I am an innocent bystander, and their unwillingness to stand by their offer is appalling and unacceptable. I will be sounding this from the rooftops about their poor customer service and will use every ounce of influence that I have in sharing this information!!!

    Donewithhotwire4ever 5/31/10 1:07PM

  • booked for 3 1/2 star hotel and got a hotel I could have booked on the hotels site for the same price I am paying hot wire. where is the savings? I checked what room I was getting and it's the lowest cost room.

    Also wanted a disney resort hotel. I got a hotel outside of the disney resort hotel area Your staff explained it's within the green line but this hotel is outside the walls of disneyresort hotels.

    I went through an agent and 2 supposed supervisors with no attempt to try to come to a resolution by them.

    When I asked for customer service I was told there is none and I just have to suck it up.

    I had used your company in the past but with this incident will not use again and will inform whoever I come in contact with what a rip off this company is.

    I last talked to Matt 3804. He was the last supervisor.

    LIzbeth Tobin 4/26/10 10:50AM

  • Had a problem with Budget car rental using a bait and switch on a car I rented via Hotwire.

    Hotwire's response was to not do anything but give the 800 # for Budget

    Anonymous 4/17/10 12:26PM

  • Terrible service. I booked a 2** hotel in Round Rock, TX for $56/ night, there was no option for non smoker room nor double beds on hotwire.com website. Eventhouh I made the reservation for 2 people they gave me a single bed & a smoking room. When I called hotwire to fix the problem they told me I had to upgrade & I ended paying $ 89 for a 2** motel. I AM NEVER AGAING USING HOTWIRE.

    Anonymous 4/9/10 10:58AM

  • I TOTALLY AGREE! They won't even honor their own advertised price. Booked a car through Hotwire for May that is now 62.00 cheaper and they won't honor their own commercial that states their "Lowest Price Guarantee". Will go back to Expedia. They usually come in a couple of bucks higher than Hotwire, but it's worth it for the peace of mind. Customer service is everything!

    TravelingJones 4/9/10 8:09AM

  • Needed to cancel hotel reservations, phoned the hotel they said absolutley no problem what so ever. I told them I booked through hotwire and she said well you have to talk to them and see if theyll cancel. Phoned them up and chatted to a rep who just gave me one word answers why they can't cancel. I told them the hotel was fine with it and she said this is why we get deals! Well next time I think I will spend the extra $5.00 and book directly with the hotel for a sense of security and customer service no I'm out almost $100.00 for a booked room no one is using!!! Thanks for nothing hotwire!

    hotwirestinks 3/27/10 8:18PM

  • Customer Care? It quickly becomes apparent that the one who pays for the room is NOT the customer they care about. The hotel room be booked thru Hotwire cost $75 plus tax for 2 people. When we got there, the desk clerk was on the phone quoting a price of $70 to a party of 4. The hotel was old -like 40-50 years old - with holes in the carpet & one sagging double size bed. We asked if they had a larger bed & because we had booked thru Hotwire, we were not able to have our room changed to a larger bed. Fine. We planned to stay until we pulled down the covers and found a bug in the bed. We were assured it was "an isolated bug and not an infestation." We left to find a different hotel. We tried to contact Hotwire and kept getting transferred to Hotels.com. As it was 1AM, we waited to call Hotwire till the morning. Under no circumstances will they refund our $75, saying we should have let the Days Inn (where we were originally booked) make things right. HA! Like I want to bring little friends home in my luggage! I will NEVER use Hotwire again and I will tell everyone I know that they should be leary as well. Up until this point we have had a good experience booking thru this company, but it is obvious that their specialty is not dealing with any type of customer problem.

    Anonymous 3/14/10 2:31PM



  • I called to change my flight on Continental. They explained all the change charges and I said fine. They then said someone from the "change" department would have to call me back. Someone did two days later and I could not get to the phone in time. They left no return number and said they would call back in 36 to 72 hours.

    48 hours later - no call. I finally called Continental directly and rebooked with them.

    It cost me $35 more but was worth not waiting for a callback.

    Does Hotwire think its customers have nothing to do but wait around for a telephone call.

    sharon goldstein 3/10/10 9:13PM

  • Hotwire policies are ridiculous! I was unable to pick up my car rental the day of the reservation due to illness, and wanted to have my 29 year old son added on as a driver so he could pick it up, since I could not fly in till the following day. Hotwire makes NO exceptions - I'm out $126.00, and still need a car -- WOW, I sure would like to know how much money they rake in ripping people off! I will NEVER book through Hotwire again, or AVIS for that matter... Furthermore, I will look for other places to post just how bad Hotwire treats their customers. If my husband and two sons, ALL of whom are business owners treated their customers like that, they wouldn't be in business.

    GorgeGateWay 2/23/10 8:36PM

  • i'm pissed off with hot wire rules don't apply in a proper manner i booked rental car with national car rental a choice of credit r debit through hot wire page once i reach the location to retrieve rental car no debit card accepted then presented my credit card exp date 12/09 told me it was expired but i called my credit card comp they stated 12/31/09 my card would exp no can do so i left national at jfk airport came home spoke with rep from hot wire not 2 lose my reservation he told me it was nothing they can do but i told the rep that hot wire asked me credit r debit on making my reservation so how u r affilated with companys & u don't know there preseizers & wheather they accept credit r debit bad business with hot wire don;t know rules & regulations for any company that u r establings business with very sad

    blkgirl66 12/18/09 7:39PM

  • I called with a problem. Helpfulness may be too much to ask, but sympathy doesn't cost them anything, and politeness is the least one should expect. I got none of these.

    Peter-T 11/4/09 1:03PM

  • This experience was terrible. We booked two rooms only to find out that they were smoking rooms. We could not even pay more to have this taken care of. With an asthmatic and two small children this situation stinks and so does Hotwire!

    Anonymous 9/25/09 4:32AM

  • I keep getting emails from Hotwire Travel Ticker. Each time there is a real deal advertised in their subject line. Each time i click on the deal, a new page opens and low and behold, no deal. This went on for 2 weeks, new email every day. I called and was told by some supervisor that she did not have an email address that i could forward it to. She also said that Hotwire no longer was doing business with Travel Ticker. I suggested that if that was the case, they needed to sue the hell out of them for using Hotwires, logo, email server, and URL.
    She said that i could email support@hot-wire.com and they would get back to me in 24 to 48 hours latter. Gee, that never happened.

    Hotwire is a scam!

    rocky 9/1/09 8:37PM

  • hot wire tell you that they reserve you a room at hotel then send you to a old motel. a hotel has a lobby and bring your luggage thru to your room. a motel is a room where you car is just outside your door and everyone else car. hot wire has really gone done hill and only looking take money.

    meroxjohn 8/23/09 7:25PM

  • me too...will not use again. Can't refund me for shortcummings in there system...won't give you option for two beds, just 2 people. If you aren't sleeping toghether, find other booking site.

    hotwireblows 7/27/09 6:46AM

  • Sirs:
    You have lost a customer.Hotwire's rules
    are so severe...they boggle the mind. I needed to make a two day change is an attractive package
    SIX months in advance...but could not do it. The hotel agreed to the change..but it needed to be done by Hotwire...Hotwire would not change. The airline tacked on a $150 additional fee(total $300)..
    to a fare that coast less than that. The Better Business
    Bureau will be contacted about these practices.
    I understand protective rules....but this chage was asked for SIX months in advance. Shame on you.

    Anonymous 5/18/09 7:38AM

  • Submit your comment >>
  • i'm a very happy customer, and am part of their preferred customers "express" program. i'd just like to say that i've always been pleased with their service, and 99% of the issues that customers have with them is because of their own lack of common sense. the terms of use for booking any reservation are in bold, and very easy to understand. NO CHANGES! it's designed for people like me, on a budget, and need a reliable, clean place to sleep on business trips. and i've always had friendly service whenever i had any concerns. they also have an A+ rating with the better business bureau.

    happyhotwirecustomer 6/19/10 1:22AM

  • I recently had an issue and customer service could not have been nicer and handled my problem while I was on hold. The service person with Hotwire was polite and very effecient. Very satistified with their customer service.

    Anonymous 2/7/10 3:04PM

  • Got right through by pressing # three times. Very friendly and helpful.

    Dave R 2/5/10 5:27PM

  • Very helpful on the phone. You need to understand thy policies, they will only repeat them. If you don't like them, book directly with out getting a discount.

    Falls Church 8/5/09 12:55PM



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