Hotwire Customer Service Complaints - page 3

Things do not always go as planned. Some time it is my fault and I click on the wrong choice. As in the case yesterday and I needed to call. I called Hotwire, support line as a have done in the passed. However, Hotwire has move all there support line over to the Philippines. The suport has gone from very good to Zero. Expect to spend hours for little results.
I book around 100 hotel nights a year using Hotwire. For the most part it has been very good.
That has ended! -- I have will move to a new service, that has service. Bye

DO NOT USE HOTWIRE...had major problems with a "4 star hotel"......it was probably 2 star if that in Fort Lauderdale. Spent 3-4 hrs with customer service, they act like they will credit you back some money and then they hang up on you. It happened 4 times today!! Scammers ! Use at ur own risk

spent 4 hours on hold trying to reach a live person and finally gave up
my second attempt, i waited 2 hours and gave up!!!
this is ridiculous

Been on the phone for almost 2 hrs trying to get a receipt sent to my email address

Very bad customer service. Hot Wire just charged my credit card 6 time for one booking of a wrong hotel I've been on the phone for 3 hours, trying to get through someone, they kept on transferring me between Expedia, HotWire, some 3rd party booking. And I still have not get the booking nor the charge resolved. WTH.....

I booked a 3 nights stay with Hotwire for a trip to Cancun, Mexico from 30th december to 2nd January 2016. Booking was made on 24th November and I was given a choice of 3.5 star international chain of hotels. Final booking showed some local property (Mallorca suites) and following 4 weeks, I tried to reach them via email,call but in vain. In between, I called customer Service of Hotwire 3 times to confirm if this is a good property to stay with 2 young kids since I am unable to make a contact.
On December 26th I went to trip advisor and found out that this hotel was closed in June 15 and to my shock, hotwire team was not even aware of it. They finally placed and call on property on 27th december and decided no one is responding so agreed to refund my booking. Now 2 days prior to my trip I have to select another property for $654 (difference of almost $360) and hotwire refuses to compensate for financial loss I incurred due to their error. What a customer experience???

I went through hotwire to book stay in McAllen Texas.. Guaranteed room would be in same category, as one of the examples shown. Was supposed to be near the mall and the McAllen airport. Reasonable rate, supposedly about$20 discount per night. Instead it was the last hotel leaving McAllen, in a scary area that had Burger King restaurant less than 100 feet in front. Always smelled like burgers. It was not convenient.
WRONG!!! The Texas Inn and Suites is NOT a place to stay in McAllen, rate was the same as advertised on the reader board on the sign. The room was a king room, had drywall repairs not painted, no coffee in room but had a coffee maker, was brushing my hair and a saw something on the floor, crawling toward me in the mirror. It was a roach. the comforter on the bed was for a queen bed, obviously threadbare and the 3 pillows that were supplied were not meant for a King bed.They had no extra pillows. The free breakfast was a waffle maker, no water was in the dining room, but you could buy a bottle . No sugar substitutes was available for coffee. Diabetes people beware, as I am. TV was not a flatsreen, and performed poorly. We were scheduled, and payed for 2 nights, we changed hotels for the remainder of our stay, stay close to the freeway.. The Texas Inn is a fraud as described by Hotwire.

My flight cancelled twice, airline issues, which made my car reservation invalid. Hotwire refund the money to hot dollars (credit) but would not allow me to use it for another cat rental. I should feel blessed. Hotwire has horrible customer service. Lessoned learned. I just lost 556.08. DONT USE HOTWIRE!

The idea of customer support is to hang up and do nothing. I will never use hotwire again or stay at Fiserman's Warf hotels by Hoiliday Inn. They will put it to you with hidden fees.

Would not recommend HotWire....when there is a problem they have no one that can solve it! Very Bad?

Booked the hotel through Hotwire, never being told that it is non-refundable. Tried to call their customer services, they hang up on me twice.

To who ever,

I booked a hotel in Colorado using Hotwire, from the 27th-31st of July. After receiving news my grandfather passed, I called requesting a refund/cancellation and book another hotel in TX to make the funeral. I was emailed by Hotwire requesting documents for processing a refund. 1st time I faxed the documents was Aug. 6th 2015. I was told to send them again, but this time along with my birth certificate. That was on Aug. 28th..

It's September 10th, and I get same answer everytime I call and still no refund. My gradfather's funeral was August 1st 2015. He die of cancer.

Please help.
Lindsey H.

I just want everyone to be aware of this site, because I used it and they booked a hotel that was different than what I wanted. When I got to the hotel there was no reservation made, so I called back and they said sorry and booked me the room, but I asked them if I was going to get charged for the other room that was booked they assured me I wouldn't. However, I was charged twice. I talked to my bank and they told me I was charged twice and gave me the number to hotwire so I contacted them. They treated me horribly such as telling different information and hanging up on me 3x it has been atotal of 2.5 hrs I have wasted of my work time. I have requested to talk to a supervisor I was put on hold to talk to one waited 24mins and then they hung up on me again.. I am so disappointed in your customer service and feel that you do not care about assisting your customers. I am currently waiting again for a repersentative and it has been 10 mins again. I am not sure what else to do except keep calling back and mind you this was your companies mistake and it costing me alot. I am going to report you to the better business and I am going to scream from the hill tops not to use your service and I also will never use this service again. By the way I am still waiting and now its been 15 mins on top of the other 2.5 hours I have tried to get this resolved.

very upset customer

Shannon Roggow




This was complete incompatent employees

I have called back was talking for a second explaining again what is going on and I was hung up on a 6th time please explain how this is good business and I did not recieve one phone call back from a supervisor or a repersentative......

Poor Customer Services. Will Not Refund Or Rebook You With The Price You Have Paid If The Customer Service Rep Booked You For A Different City And Stae.

I never used Hotwire to book a hotel before a recent trip I took touring colleges with my daughter. I made 3 reservations with Hotwire using their "Hot Rate" deals. First off, after booking the 3 hotels, I checked the rates for the same hotels on other travel services and the most I saved over just booking it directly knowing the hotel upfront was $5 a night. Which, $5 is $5 if you don;t get screwed in the process. Here's the bottom line: 2 of 3 reservations (67%) left me stranded without a hotel room and having to book through another travel service site, each time costing me more. Have you ever had to call Hotwire customer service to get a problem resolved? The minimum wait time I encountered was 39 minutes. When the first problem happened and I was standing there with my daughter at 9PM and no place to sleep 700 miles from home, I called CS and was told they coudl call me back in 3hours. THREE HOURS?!!!?!?!?!?



Their response to all of this? They refunded the charges on my CC for the two bookings, but not until I had spent 3 days trying to get it resolved and having to call CS multiple times, schedule a call back, only to have their line hang up as soon as the rep got on the line. I wasted a minimum of 8 hours of my time dealing with Hotwire just to get a refund for rooms I didn't even use because I was given a smoking room in one case with no prior indication it would be such (I and my daughter are allergic to cig smoke, and the other my reservation was not honored at the hotel. Again leaving us stranded and eventually having to stay 25 miles away from where we needed to be and pay an extra $150 I hadn't planned for the stay.



What was Hotwire's restitution for so much grief, trouble and waste of my time? $25. Yep, $25 in "Hot Dollars" to spend at a site I WILL NEVER EVER USE AGAIN.



Thanks for ruining our trip and stressing us out to the max, Hotwire.

I have used Hotwire twice and it has been the WORST EXPERIENCE OF MY LIFE!!!! Terrible.... I'm trying to rectify miss information given to me by a representative, and I've been on hold now for 2 hours! This is the second time I've used Hotwire and this is the second time it has happened. This will be the last. Hotwire is TERRIBLE!! Get it together people!

I recently rented a car through Hotwire and purchased the travel insurance when I arrived at the airport I was told by the rental service that the minivan I rented and had paid in full for was reserved for someone else and nothing else was available.I was so upset because my vacation was ruined. I called Hotwire customer service and was given the brush off I asked to speak to a manager I was on hold 40 minutes and the manager was rude she said "that happens sometimes it's not our fault". I called corporate and they told me to call customer relations. When I spoke to them they informed me my credit card would be refunded in 24 hours,that was a lie. My entire vacation was ruined and they had no empathy. I will never use their services again!!!

Made rental car reservations and need to cancel. Their system won't recognize my information (same info I used to make reservation) have been on hold for 54 minutes now they answer, put me on hold and my battery in going out but can't get anyone back on the line!

Worst service in the entire world. Will never use hotwire again. Rude customer service representatives and they will take at least 2 hours to listen to your plight.

We used Hotwire to reserve two rental cars in Kansas City, MO. We were assured they were to be picked up and returned a the airport facility, and that there was transportation from the airport to the pickup facility. When we got to the rental car pickup site, we were told our cars had actually been reserved at a Hertz site across town, which would require my family to pay for a car service to get to at $90.00. Hotwire refused to deal with this situation on the phone, I was passed through different customer reps, finally a case was opened to at least be refunded the $90.00, after three weeks, that has gone unresolved. A nightmare to deal with- save yourself the hassle and just pay a few extra dollars to book your own reservation.

I reserved/paid for a rental on 4/28/15 for a full-sized SUV (Chevy Tahoe or similar) from Miami Airport (Hotwire itinerary:4663731505) for 5/20/15. On 5/20 went to airport to p/u vehicle and was told that they (Enterprise) could not rent to me without a boarding pass and that I should request a refund from Hotwire. I immediately called Hotwire and explained what was told to me---the agent called Enterprise to confirm what I was told. She offered me a refund and I told her I'm looking for a refund I need the car for me family trip the next day. I had to call on 4 different occasions to try and get some type of resolution-being either hung up on and/or disconnected- the 4th agent located me a car in near by Ft Lauderdale, but I had to pay $63.17 more. I tried to explain that I pre-paid for the car and I should not be required to pay.- No where on my contract or on your web-site at the time on renting was there any BOARDING PASS REQIUREMENT to rent from Enterprise. I did not choose Enterprise-They were assigned by the booking system- I'm requesting at minimum the $63.17 I paid since I needed a car for my trip. This nightmare most ruined my trip to family graduation and hopefully you can improve on customer service. I use Hotwire often, but this experience has me wary of never using the service again.

I have been dealing for over a month with an issue. The issue is about a blind reservation I made where I deal directly with a Hotwire agent who assured me several times and without doubt the location had free parking and was within a certain geographical area. After committing I discovered neither true, Since, then- I have been promised after several phone calls and several emails and sever faxes and several chats with managers...a compensation check. so far...well I'm writing this note because i have so much time...on hold for the 5th time this month - to write it. The agents are very polite and caring, but ineffective and lacking authority to resolve my issue.

Rude customer service call center based in the Philippines. Told me that customer policy is to disconnect customers who do not cooperate. Very rude. Will not use Hotwire.com again.

Secret hotel rip off advertised 4 4* turned out to be 3 also 130pounds more expensive than every other website got difference back after 2 days of phone calls would never recommend hotwire please be aware

I just called into the Hotwire call centre, 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 centre 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.