ComplaintsforHotwire

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 7th I booked a Hotwire hot rate for a rental vehicle understanding that all sales are final . On May 8th , when I went to retrieve the vehicle at the Hertz rental desk , I was denied service . I was told we cant rent you a vehicle bc youre on our no drive list . As a result , I was forced to rent from another rental company . That was fine and all , however ; there is no transaction if I payed for a service and there was nothing in return . Under , US law there is no transaction, agreement or contract taking place if one of the parties is not getting something in return. Therefore , Hotwire can have their all sales are final policy but if a company refuses service , why should I be held accountable to pay for services not rendered ? After being denied service , I contacted Hotwire and got a response from Hotwire transaction processing stating that they could not refund me and that I should open a dispute with my credit card company . To only then turn around and fight my dispute with my CC company . I refuse to give out free money to Hotwire . Because service was refused and not rendered , Hotwire and ***** should not get payed and should return the money .

  Business response

  07/04/2024

  *******************
  NY 10457
  In response to BBB Complaint ID ********, Itinerary **********.
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate car reservation with Hertz at ***********************************
  
  We understand you were dissatisfied with your recent car reservation since ***** did not honor the reservation, as such you are requesting a refund. Upon reviewing your case, we confirmed that you contacted our customer service department on May 7th indicating that the car rental agency did not provide a vehicle as you were on their do not rent list. Our agent informed your account and booking were flagged by our *************** team and unfortunately, nobody from our customer service department was able to access your booking therefore, you needed to contact our designated team by sending an email to ******************* in order to receive further assistance.
  
  We have confirmed that our agent provided you with the correct information as the customer service team is unable to access by now your reservations, as such we encourage you to reach our risk management department in case you have not contacted them yet. You may reach them by sending an email at ******************* including email address; Phone number; Best time during the day to contact you; your time zone.
  
  Once this has been resolved, you can contact our customer service department by sending a text message at ***** or you can visit the Hotwire website and open a new chat.
  
  Best *************************************** Relations
  ********************** Corporate Office
  

  Customer response

  07/08/2024

   
  Complaint: 21903142
  
  I am rejecting this response because: I tried contacting your risk management team and I was told to dispute it with my bank . You can view hotwires response which I have attached. I called customer service , then I was referred to your risk management team and kept getting bounced around and given different emails and different contacts . In the end , I did and followed the instructions that I was given by your staff . All I know is that Im the one on the hook for a payment I didnt receive . In addition, why tell me to go dispute it with my bank and then fight the dispute - that makes very little sense and it definitely is not ethical . 
  
  Sincerely,
  
  *******************

  Business response

  07/11/2024

  *******************
  NY 10457
  
  In response to BBB Complaint ID ********, Itinerary **********.
  
  Dear *******,
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with ***** at ***********************************
  
  We regret to hear you remain dissatisfied with the resolution we provided. We would like to clarify that our *************** team initially flagged the account as they run internal audits from time to time. At this moment, your account is available to serve again, and we can continue with our regular processes.
  
  We contacted ***** and confirmed the reservation was not used. A such, we processed a refund in the amount of $204.64 back to the original form of payment. Hotwire processes refunds in 1-2 business days back to the original card used for the booking. It then typically takes a bank or credit card company 5-7 business days to return these funds to your account.
  
  We have noticed an additional contact was made today on July 11th to our customer service department in which you shared your concerns about the situation. Our agent informed that your account was no longer flagged and offered to contact ***** to confirm that the service was not provided, and the booking was not used, but as there was no response from our partner, our agent offered to create a follow up case and the option was accepted. We will proceed to close the case as we have confirmed and processed the refund by now.
  
   We appreciate your business and hope we have the opportunity to better serve your travel needs in the near future.
  
   Best ******************************************************************************************************

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a hotel stay with Hotwire on March 6, 2024. It was a deal, meaning we could not see the name of the hotel and it was a non-refundable hotel stay. We agreed to pay Hotwire $393.75 for the room charges and taxes. We also purchased trip insurance for $18.70, which brought our total to Hotwire to $412.45. In the agreement prior to booking, there was a disclosed hotel/resort fee of $150.00 that we agreed to pay directly to the hotel upon arrival. So, the total that we agreed to came to $562.45, $412.45 that we paid Hotwire on 3/6/24 and the $150.00 that we were to pay when we arrived on 6/12/24. On the 2nd day after our arrival, out bank account showed charges of $255.72 and $125.00. Hotwire lied to us about the charges we would owe at the time of arrival, however, this was a non-refundable hotel charge, so our hands were tied. They know they were wrong because they went ahead and refunded us for the difference in hotel/resort fees, but they are refusing to refund us the $125.00 stating that since the hotel charged that, we would need to contact them. We booked through Hotwire, NOT the hotel. ALL fees should have been disclosed to us prior to booking, however, this was never a fee that was disclosed to us at the time of booking and we did not agree to that charge nor did we authorize it. They are refusing to refund us.

  Business response

  07/04/2024

  *******************************
  MO 65616
  In response to BBB Complaint ID ********, Itinerary **********.
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate hotel reservation with The ************* Collection - Magnificent Mile.
  
  We understand you were dissatisfied with your recent hotel reservation due to additional charges made by the hotel. As such, you are requesting to be reimbursed. Upon reviewing your case, we confirmed that you contacted our customer service department on June 13th indicating that the hotel charged you $255.72 and $125.00 as a deposit. Our agent contacted the hotel and confirmed that you were charged in error for $255.72 and, as they couldnt revert the process of that charge, they asked for us to cancel and refund our reservation. A follow up case was assigned to issue a refund back to the card used at the time of booking four our total of $393.75 USD.
  
  Another contact was made on June 18th, in which you mentioned that you were charged $175.92 for the resort fee which was more than the amount originally advertised and again, about the $125.00 deposit. After confirming with the hotel, a refund for $25.92 was processed, which was the difference between what we advertised as a resort fee and what the hotel actually collected. On regards of the $125.00 deposit, our agent clarified most hotels require a credit card (or sometimes a debit card) authorization to guarantee payment for any incidental you might incur during your stay and is refunded by the property only after check-out and if there are no incidentals; the agent also suggested for you to contact the hotel directly for further questions. Other contacts were made regarding the deposit concern, in which the same information was provided.
  
  Regarding your comment about not advertising the deposit during the booking process, we would like to clarify, as we do not reveal the name of the hotel until the purchase is completed, we cannot provide a specific deposit amount in advance. However, we do inform our travelers there would be additional charges such as Local City Taxes, Parking Fees, Pet fees, and Room deposits that *** apply at check-in and advise for them to present a credit card with enough funds. We have attempted to contact the hotel, to get further details on the reason why the deposit amount is not being refunded, however they have refused to provide us further information about your specific deposit and just clarified it usually falls within 3-5 business days as long everything is okay with the room.
  
  We strive for clarity and have reviewed the charges one more time, the initial amount of this reservation including room stay, resort fee and insurance was for $562.45 USD but, at this moment, after Hotwire rectifying the charges from the property the updated total of the trip is $424.42 USD. As we have mentioned, hotels might keep the deposit amount if they discover any incidental during the stay, however a specific reason is not being provided to us to clarify to you the reason why they are keeping it. We acknowledge this is not the ideal situation, however as we are not the billing party for the deposit, we strongly recommend contacting the property.
  
  As a way of apologizing for the inconvenience, Hotwire has applied $25 Hot Dollars to your account under *************************** Hot Dollars can be used for any Hot Rate Car or ************** booking via the Hotwire.com website. Each Hot Dollar is equivalent to one U.S. Dollar and expire one year from the date of issuance.
  
  Based on that information, we are unable to honor your refund request.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best *************************************** Relations

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a car rental at Hotwire that reserved a compact gas vehicle from 06/08-06/16 from Dollar car rental. The day of pick-up Dollar informed me that they had no compact gas powered vehicles. I did not want an electric vehicle at which time Dollar informed me that if i wanted gas my only option was a mid level car that carried an upgrade charge. I immediately called hotwire at which time they informed me that any upgrade charges would be covered by Hotwire and that i only needed to submit my final bill for reimbursement. I submitted my bill as instructed and Hotwire reimbursed the upgrade charge and refused to pay the concession and taxes for the upgraded vehicle. I did NOT want an upgrade and wanted a compact vehicle for parking purposes. The upgrade was $96 and the concession fee and taxes were $95.70.Hotwire tells me Dollar is responsible that charge while ****** tells me Hotwire is responsible. I just wanted my compact vehicle for the price i paid. Please help!!!

  Business response

  07/04/2024

  ***************************
  3803 Blue Dasher Dr
  *******************
  In response to BBB Complaint ID ********, Itinerary **********.
  
  Dear *******,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with Dollar.
  
  We understand you are dissatisfied with your recent car reservation because there were no gas-powered cars available at the time of pick-up causing a car upgrade meaning an upgrade fee and additionally a concession fee. Upon reviewing your case, we confirmed you contacted our customer care agents on June 8th, and you notified us about the upgrade needed for a gas-powered car, at which our agent offered that if you decided to take it, we would cover the upgrade fee at which you accepted. In here our agent informed we would need documentation as a proof for the reimbursement.
  
  On June 18th we received the documentation for the upgrade fee of $12.00 USD per day and an overall total of $96 USD for the 8 days of the rental, at which you were informed that it was the amount that Hotwire would cover. Another contact was made on June 19th where you informed to us there was an additional $95.70 which corresponded to additional taxes and concession fee recovery. Two agents that assisted you on this date informed that the additional taxes and concession fees are not related to the upgrade. At Hotwire, we strive for clarity and on our web site, on the final billing page, we present a bulleted list of terms and conditions in which it is disclosed that your pre-paid rental does not include mandatory charges billed by the agency.
  
  On June 24th,you contacted us back to advise that only the upgrade fee was reversed and our agent indicated that only the upgrade fee would have been refunded. A supervisor reinforced the information. Furthermore, we contacted the agency and confirmed that the fees in question are charged regardless of whether an upgrade has been made since concession fee and taxes associated are charged when rentals are picked up at airport locations. After reviewing the interaction, we can confirm that the correct information was provided by our agents and supervisors.
  
  Nevertheless,we would like to mention we have manually refunded the additional taxes and concession fee amounting $95.70 on top of the upgrade fee. Please note this is a one-time courtesy exception considering there might be a misunderstanding of the fees to be reimbursed while working on the upgrade fees and, any future requests for refunds for these charges will be denied. Please note, the refund will be processed within the next 5 business days. It then typically takes a bank or credit card company ***** days to return these funds to your account.If you have questions about the timing of the refund, we recommend you contact your bank or credit card company directly for more specifics.
  
  We appreciate your business and regret your Hotwire experience was less than exceptional.
  
  Best *****************************************************************************************

  Customer response

  07/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to complaint against Hotwire regarding a hotel booking that was arranged through Hotwire's platform on 6-17-2024. The details of the incident are deeply concerning and warrant immediate attention and resolution. I checked into the ********************* in ***********, expecting accommodations that align with the standards advertised on Hotwire's platforma booking purportedly for a 3.5-star rated establishment. However, upon arrival, we were met with horrible conditions. Firstly, the hotel premises were in a deplorable state. The parking area was located in an unsafe, abandoned building two blocks away from the hotel itself. Upon entering the hotel, we encountered an attendant who was not in uniform nor identified herself, and who handed us a crumpled piece of paper with a handwritten code as our room access method. This lack of professional conduct and security measures immediately raised concerns about our safety.Moreover, the interior of the hotel was in an appalling state. There was a pervasive odor of urine and mold throughout the building, and the carpets were heavily stained. Given these conditions, we made an immediate decision to leave the premises within minutes of arrival, as staying under such circumstances was neither safe nor sanitary. We promptly notified Hotwire of the unacceptable conditions and our decision to vacate the premises. Despite their initial attempts to contact the hotel, which were unsuccessful, Hotwire has since failed to provide any meaningful resolution or assistance in securing a refund. It is evident that Hotwire has failed in its responsibility to ensure accurate representation of accommodations and to act as an effective liaison between guests and hotels. The discrepancy between the advertised 3.5-star rating and the actual conditions of the ********************* is not only misleading but also unacceptable. Therefore, I am requesting an immediate and full refund of $150.08.

  Business response

  07/04/2024

  ***************************
  11609 Renaissance View Ct
  ***************
  In response to BBB Complaint ID ********, Itinerary **********.
  
  Dear ****,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate Hotel reservation with *************** Hotel. We understand you are seeking for a refund of your reservation due to the property's unsatisfactory conditions.
  
  We would like to thank you for making us aware about the current setting of the property in question and sharing your quality and security concerns. This does help us to improve our services as we work closely with our hotel partners, and this is definitely not characteristic of the level of service we expect from them. Upon reviewing your case, we confirmed you contacted our customer care agents on June 17th to notify us about your concerns and, since the hotel was unreachable, a follow up case was created in order to work on a refund as long as we were able to confirm that the reservation was not used. You were informed that this process takes up to 5 business days.
  
  A second contact was made on June 19th, in which you asked for an update of the case previously mentioned. Our agent attempted to call the property and as we couldnt get a hold of the hotel we reinforced to wait for the resolution of the case. On the same interaction you highlighted that due to the inconvenience, you were forced to pay an alternative hotel. We would like to clarify that if a customer incurs with an inconvenience during their stay, our first step is to work with our partner to resolve it as they are onsite with our guests, and it also gives them the opportunity to rectify the situation.
  
  We have made several attempts to reach the hotel with no success. Consequently, this took longer than expected and, for that reason on June 24th, we updated you via email about the status of our investigation and given their lack of response, we kindly asked you to share proof you stayed at an alternative property. The documents you shared have been received and as such we could validate the reservation at ********************* was not used. We gladly inform you that we submitted the refund today in the amount of $150.08 back to the original card used for the booking. Hotwire processes refunds in 1-2 business days. It then typically takes a bank or credit card company 5-7 days to return these funds to your account. If you have questions about the timing of the refund, we recommend you contact your bank or credit card company directly for more specifics.
  
  We appreciate your business and regret your Hotwire experience was less than exceptional.
  
  Best Regards,
  
  Diego C
  Customer Care ****************************************************

  Customer response

  07/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hotwire offers hotrate hotels with hidden names so you get a better deal. Although you dont know the name of the hotel they have to give you a hotel within the star rating that you requested. When we got to the hotel thinking it was 3.5 star hotel we were immediately met with a outdated hotel with non working AC in hallways/elevators. It definitely looked more like a 2 star hotel. Upon reaching out to Hotwire they said they cant do anything and that online the hotel is listed as 3 stars(still not what I paid for). Their shady practices promoting a property at a certain star level when in fact it is not needs to be regulated so they wont do it to other people.

  Business response

  06/19/2024

  *****************************.
  
  SC 29445
  
  In response to BBB Complaint ID ********, Itinerary **********.
  
  Dear ******,
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate hotel reservation with **************** - *******, ***
  
  We understand you were dissatisfied with your recent hotel reservation due to some inconveniences encountered at the check-in time.
  
  Upon reviewing your case, we confirmed you contacted our ******** care department on June 14th because this hotel was listed as 3.5 stars on Hotwire, and you considered it a 2 stars property. You also mentioned the air conditioning was not working. During the interaction, our agent explained while there is no definitive star rating authority for U.S. hotels, we have chosen to use our parent company, Expedia. We also use Hotwire customers feedback and surveys to adjust the hotels score accordingly. To explore options, our agent offered to contact the hotel to address the issue, however, the option was not accepted and no further action was taken.
  
  As we received your notification on regards this matter while you were staying at the property, we attempted to contact you by calling but no response was received. We have also contacted the **************** and they confirmed the entire reservation was used and informed they do not have records of a complaint regarding the air conditioning therefore, our refund request was denied. We encourage our customers, they pass along promptly their complaints with the hotel staff while they are still in house so this can facilitate the communication between our partners and Hotwire.
  
  Based on the information above, we can confirm our customer care representative provided you with the correct option and considering the booking was fully used, we will not be able to honor your request for a refund. However, as a way of apologizing for the hotel's conditions, we have applied $40.00 Hot Dollars to your Hotwire account. Hot Dollars can be used to book any ************** or Hot Rate Car on the website only (not in the app) and are valid for one year from the date of posting. Each Hot Dollar is equivalent to one U.S. dollar.
  
  How to redeem them:
  
  1. Select your Hot Rate Car/hotel
  2. Payment Section
  3. Select Payment Method (default is Hot Dollars). Pay for any remaining amount with your credit/debit card. You can see the Hot Dollars deducted from the total amount prior to purchase.
  4. Click Book Now to complete the transaction.
  
  Here are the steps for you to be able to see the credit:
  
  1- Click on name, top right side.
  2- Click 'Account Info'.
  3- Click Payments.
  4- View Hot Dollar balance
  
  We appreciate your business and regret that your Hotwire experience was anything less than exceptional.
   
  Best Regards,
  ********
  Hotwire *************

  Customer response

  06/20/2024

   
  Complaint: 21850508
  
  I am rejecting this response because:
  
  Like Hotwire mentioned in the above text and in their response to me , the hotel I was given by them is a 3 star hotel when I was promised a 3.5 hotel. Yes I stayed to the end of my reservation, but I find it unprofessional and shady that you promise a certain a star rating and cheat your customers out of it, even if it is a half star. 
  

  as far as the ** goes, the room ac was working .

  what I had tried to explain to the agent was the overall condition of the hotel. When we arrived the hallways were inbearably hot because the Ac was broken, there were leaks and in the hallway and buckets were placed in the middle of the hallway dor those leaks. Things were falling apart and in NO way was this a 3.5 star hotel or 3 star for that matter.

  My problem with the way you guys handled it: not admitting that I was given a lower star hotel than promised( like you said the hotel is 3 star NOT 3.5) $40 is not enough to cover the deception. I had two rooms totaling to $430 . I would like more compensation, at least $100.

  Sincerely,
  
  *****************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation via Hotwire paid for the stay and went to the the ******************* in ***********. The room would not have worked and i requested the room to be cancelled. I spoke with the customer rep at the checkin desk on 6/8/24 at around 4pm. I asked if i could cancel the reservation and if the money will be refunded. She informed me that the money will be refunded and so I went ahead and cancelled the reservation. I found an alternative hotel. The money was never refunded and the hotel is refusing to refund the money.1. The hotel manager on pontchartrain hotel is refusing to refund the money as promised by their front desk representative, checking in that evening.2. The hotel manager refused to let me speak with the representative I spoke with who has cancelled the reservation and promised me the money will be refunded.3. Hotwire customer service department is refusing to give me in writing, why the hotel reservation was cancelled and what they have received as response from the hotel as to why the reservation was cancelled.4. The hotel manager is referencing their policy of not refunding. If that is the policy, their representative should not have promised a refund.5. Above behavior raises concerns of verbally deceiving customers and then not refunding the money quoting policies.6. If that is the policy, the hotel should not have cancelled the reservation without my written permission.7. I ask for the money to be refunded. Penalize them for verbal deceit. I for sure ask for written explanation from hotel and hotwire. Until proven otherwise I would find the hotel running a scam and hotwire an accomplice in the scam.

  Business response

  06/12/2024

  Dear ****,
   
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Hotel reservation with The ********************
   
  We understand you are seeking a refund of your reservation as offered by the property. 
   
  Upon reviewing your case, we confirmed you contacted our ************* team on June 9th letting us know that the room offered was not ideal for you because it was a one king *** and you requested a two ***s room, therefore, you cancelled the room directly with the property and they informed you that they would process a refund for the reservation. Given that one of our more restrictive rates was purchased and it was past-dated, our agent contacted the property on your behalf but the hotel could not confirm the refund approval. 
  
  Another contact was made on June 10th where we attempted to verify the refund authorization but regrettably, the hotel did not find any records of someone approving the refund then it could not be authorized. We understand a request was made for a written response, however, due to tools limitations our agent was unable to send it, that is why it was provided verbally. 
   
  At Hotwire, we strive for clarity during the booking process and when available, some of our hotel partners allow you to reserve your *** type (e.g., king, queen) for a small fee when completing a Hot Rate booking. However, on the reservation related to your inquire no *** type selection was made.
   
  While we understand you were promised a refund by The ******************** during our multiple attempts, the refund request has been denied given that the room type on their systems was originally assigned for a two ***room with two ***s. Based on all the information mentioned above, we are unable to honor your request of a refund.
   
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
   
  Best Regards,
   
  **************** 
  ************* Relations
  ********************** Corporate Office
  

  Customer response

  06/13/2024

   
  Complaint: 21830783
  
  I am rejecting this response because:

  I see that Hotwire has made genuine and honest efforts. Thankyou for written response. However, Their hotel partner in this case ******************* is using the policies to cheat the customers. This hotel partner communications of Hotwire has to made a close loop during cancellations. Hotel should have communicated in writing why, who, and when is the hotel cancelling the reservation. The cancellation should have been confirmed with me the customer that the reservation is being cancelled for the said reason. Its Hotwires responsibility to have the loop of communication.  If not for the hotel rep saying that the money will be refunded, I would not have cancelled the reservation. 
  The hotel manager is saying its not their policy to refund now after the fact. The hotel rep has promised the refund.

  Hotwire also have to investigate how often this hotel has done this to customers. Does the hotel need to be on their site?

  Sincerely,
  
  *******************************

  Business response

  06/19/2024

  Dear ****,
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your hotel reservation with The ********************
  
  We regret to hear you remain dissatisfied with the resolution we provided and you are requesting a refund since you were told by a hotel representative they were approving it.
  
  As previously mentioned in our last correspondence, we understand the circumstances and as such, we have tried multiple times to advocate with the property. However, according to the hotel no records were found related to a refund approval promised by their representatives. During our interactions with the hotel the refund request was denied as the bed choice assigned in their system was honored and accommodated the number of guests that were selected.
  
  Given that the hotel confirmed they did not promise a refund when the reservation was cancelled, we will abide to the reservation policies advertised before completing the purchase of the reservation which state all Hot Rate bookings are final, non-refundable, non-changeable and non-cancelable.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best **********************************************************************************************

  Customer response

  06/23/2024

   
  Complaint: 21830783
  
  I am rejecting this response because:
  Hotwire does not have mechanisms in place to prevent fraud by the hotel entities. They are unable to provide written explanation from the hotel of why the reservation was cancelled.
  Sincerely,
  
  *******************************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hotwire.com is notorious for lying about hotel amenities. The last 3 times I booked there the confirmation showed free amenities that were not available when i arrived at the hotel. Only 1 of these times was I offered a solution. Free breakfast, parking & internet have all been advertised erroneously, and in order to get a refund you have to inconvenience yourself by finding another hotel. If you're in need of last minute accommodations, this doesn't work & it's a horrible business practice! Never will book with them again!

  Business response

  06/06/2024

  *******************************
  13029 Blaze Manor Ln
  ********* , NC 28215
  
  In response to BBB complaint ID ********, ********************** Itinerary 5010345055.
  
  Dear Sharea,

  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate Hotel reservation with ************ **********************
  

  
  We understand you are dissatisfied with your recent hotel reservation as you stated that the free breakfast amenity was not honored by the ************ *********************, it was also indicated that the same issue happened before with different properties in which the free parking and internet were advertised erroneously. To ensure quality service was provided by our agents, we reviewed your account and all the contacts you made to our customer care department related to this matter. 
  
  We were able to confirm that you contacted our ************* team on Jun 1st indicating that the free breakfast amenity was not available at this property and after confirming the information with the hotel  our agent offered the option to move the reservation to a nearby hotel that could accommodate the original request, nonetheless, this option was declined as it inconvenienced you as it was late at night. Therefore, our agent offered a $60.00 Hot Dollar credit compensation if you decided to complete your stay and this option was accepted and the credit was applied.
  We were also able to identify that you had previously contacted us on Nov 29th 2023 regarding the Sonesta ES Suites ************************************** and mentioned that you were charged USD 40 per vehicle for valet parking and that self-service parking was not available even though you saw this amenity listed prior to purchase. We identified that our agent verified this information, and confirmed the self-service parking was not advertised at the time of booking and  Free breakfast, Free internet, and ************ laundry,  were the only amenities listed at the time you booked therefore, you were offered the cancellation and the refund in form of Hot Dollars credit back to your Hotwire account, minus a cancellation fee, however this option was declined.  Please note that, parking is typically not included in your Hot Rate Hotel reservation unless free parking is an amenity you see reflected prior to booking. Any parking fees incurred must be paid directly to the hotel. 
  
  Based on the information above we can confirm that the correct process was followed by our representatives regarding the two bookings mentioned. Therefore we will not be able to accommodate your request for a refund. 
  

  For future reference, we recommend using our filters section to accommodate and assure an specific amenity. We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best regards,
  
  **************** 
  ************* Relations.
  ********************** Corporate Office.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 10, 2024, using the Hotwire app, I attempted to book a "Hot Deal" for a hotel room for $122.52. After I pressed the "book now" button I received a notice that my room could not be booked because the hotel was no longer available, but to check out their other deals. I checked my bank account to ensure I had not been charged and saw that I did have a pending charge by Hotwire for the amount of the room I had been trying to book, $122.52. I contacted Hotwire immediately via the in-app messaging feature but it could not help me with billing issues. At 6:40pm, on 1/10, I spoke to a customer service representative who told me I had no upcoming reservations on my account and that the charge in question was only a "pre-authorization charge" that wouldnt go through. She assured me that the money would be returned for use via my banking institution in 1-2 business days. Still needing a hotel for the trip I was booking for, I went back on the Hotwire app and booked a room for $133.06. That booking went through and was able to stay there during my trip. Several days later, I saw the charges for $122.52 (for the room that Hotwire was unable to book) had not been returned to my bank account and charges were no longer pending. I called Hotwire again and spoke with another representative, who confirmed, yet again, that I had no reservation either past or present for $122.52 and to contact my bank to resolve the issue. They stated again, that Hotwire only placed a provisional hold on my account for that amount which should have been returned to me. I have tried to deal with this matter through a dispute with my bank to no avail and as of now I have now spoken to Hotwire no less than 6/7 times and each time they have told me that there is no reservation associated with my account for $122.52, that the only reservation on my account since December 2023 is the one for $133.06 noted above, and that all of these details are well documented in the notes on my account.

  Business response

  05/30/2024

  ***********************

  NY 12423

  In response to BBB Complaint ID ********, ********************** itinerary **********.
  
  Dear Allura,
  
  We understand you are dissatisfied with your recent Hotwire hotel reservation since you were under the impression the first reservation did not go through.
  
  We can confirm you contacted our customer care department on January 10th, January 11th, January 15th and a most recent contact on May 29th regarding this matter.
  
  Once you notified us on January 10th, the two agents that assisted you, determined there were no pending transactions of $122.52 under the account ********************** that they were provided, nonetheless, both of the agents kindly asked for an alternative email, or phone number that could have been associated to this transaction, at which you replied that there was no alternative information. 
  
  As you highlighted during the interaction one of our representatives informed you that the charge in question was a pre-authorization charge and it would not go through. We reviewed the call recording and we would like to clarify that based on what you described, our agent explained that in the event there was a booking attempt and it failed, what you were seeing was a pre-authorization hold of funds that automatically falls off. On April 15th you contacted us since your noticed the charge was still posted on your statement. We searched again using ********************** which was the email our agents were provided, and the only reservation found was under the itinerary #********** for $133.06. However, it was until the interaction on May 29th when we were provided an alternative phone number to search for the transaction, and the reservation #********** at ************************************ was successfully found.
  
  Although the name on the booking is ***********************, the reservation was found under a entirely separate account being the email associated **************** different than the account originally referred to. Our agent mentioned to you that it was needed to confirm if this reservation was used for further assistance.
  
  We contacted both hotels under the itineraries mentioned above, and confirmed that the two rooms were used. Considering that the two reservations were fully used, we are unable to honor your refund request.
  
  We appreciate your business and regret your Hotwire experience that was anything less than exceptional.
  
  Best regards,
  
  *******
  Customer Care Relations
  ********************** Corporate Office

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a reservation with Hotwire for a rental car. I chose the dates June 14-June22 instead of the intended dates of July 14-July22. It was a human error on my end. i contacted Hotwire to let them know i made an error and needed help modifying the reservation. They informed me that since i purchased their "hot rate" it was not eligible for modifications. i've been a hotwire customer for over 10 years and have never had this issue before. i don't need to cancel, i just need to correct for an error that was made upon booking. The fact that they can't accomodate for this is a terrible business practice, and is discriminatory.

  Business response

  05/30/2024

  *******************
  
  1734 Kaweah Dr
  
  ******************
  
  In response to BBB Complaint ID ********, ********************** itinerary 4910510281.
  
  Dear ****,
  
  We understand you are dissatisfied with your recent Hotwire car reservation since you indicated the wrong dates were booked and you were denied a change or cancelation because of the policy booked.
  
  After reviewing, we can confirm you contacted our customer care department on May 28th regarding this matter. Hotwire strives for clarity on our website. Because travelers are charged for their reservations at the time of booking and are non-refundable, we are sure to point out booking details such as reservation dates, airport location(s) along the booking path. On the final billing page, within the Booking Rules and Restrictions section, which outlines the Hotwire Terms of Use, we mentioned the reservation was final and non-refundable. That is the reason why our agents informed that a refund or change was not possible.
  
  However, on the last contacts you mentioned that you were able to get the approval from the agency for a refund of your Hotwire reservation, and our agents attempted to confirm with the agency without success and they offered a follow-up with a resolution within 3-5 business days. We gladly inform you that the refund approval has been confirmed and as such, Hotwire has refunded $431.85 back to the original form of payment which is the total cost of the reservation. Hotwire processes refunds in 1-2 business days back to the original card used for the booking. It then typically takes a bank or credit card company 5-7 business days to return these funds to your account.
  
  We appreciate your business and regret your Hotwire experience that was anything less than exceptional.
  
  Best regards,
  
  *******
  Customer Care ****************************************************

  Customer response

  05/30/2024

  Better Business Bureau:
  
  This policy is confusing at best, and predatory at worst.  I shouldn't have to contact the BBB for simple edits to a booking that was made in error.  i will NEVER use Hotwire again, which is unfortunate because I have been using their service for well over a decade.  I fully understand that there are policies, but they are not clear for legacy users who are used to booking in a certain way.  I was only able to receive my refund by chasing down Dollar and having them cancel the reservation and refund Hotwire.  Hotwire added another level of difficulty demanding that i give them the name of the agent who authorized the reservations cancellation.  I spent the good part of a day on calls with call centers at both Dollar and Hotwire, and Hotwire did everything they could to prevent the refund from going through.  Absolutely terrible customer experience.  Shocking.  

  I did finally receive my refund, so case closed from my end, but i imagine there will be many cases like mine coming through from frustrated travelers.  

  
  Sincerely,
  
  *******************

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a car reservation with Hotwire for a pickup on the 25th at 10 am. I chatted and called them on the 20th to let them know that I had 2 reservations and needed to cancel one and that the flight had been changed and I needed a later pickup time. The agent told me not to worry that I had 24 hours to pick up the vehicle and that I didnt need to change the pickup time. Well I arrived around 8:41 pm and found out that *** has no shuttle, no contact person, no one answering the phone. I contacted Hotwire and the agent told me I would have to wait at the airport until morning to get the car. Every other car rental company was open but not the one Hotwire rented to me. They would not even help me get another company to help me I had to do that on my own. The next day *****, the rudest customer service agent I have ever spoke to called me a liar and said there was no record of any communication prior to the 25. How I was able to cancel the other reservation on the 20th without communication is hard for me to understand. Again he told me most people are happy to wait at the airport overnight. ***** was also rude to the customer service agent at the rental car place after she told me Hotwire would refund the first day back to me. I told ***** I have been a customer for over 15 years but if they didnt help me I would never do business with Hotwire again. I want a refund and an apology for being called a liar and I want it posted on their site that a car cant be picked up after 5:30 at this location or any other location that closes early so people dont feel abandoned and helpless. ***** needs reprimanded! What a jerk to customers!

  Business response

  05/31/2024

  *************************
  **********************
  *****************
  In response to BBB Complaint ID ********, ********************** itinerary **********.
  
  Dear *****,

  We understand you are dissatisfied with your recent Hotwire car reservation since you mentioned that the agency was closed at the time you arrived, and you were not informed about it even though you contacted Hotwire to notify about a late arrival.
  We can confirm you contacted our customer care department on May 20th and mentioned that you had an inquiry about a change on your pick-up time, our agent guaranteed that if you happen to arrive late you could still pick up the car during the next 24 hours during the car agency hours of operations. However, when you arrived on May 25th the counter was closed as they usually close at 5:30 PM, you contacted us one more time on that day and our agent advised to pick up the car the next day as it will be honored, and the refund request was denied.
  
  While we can guarantee the information provided by both agents is correct, as we agreed the booking with the car agency for the scheduled pick-up time and in the event of a delay they help us to keep your hot rate reservation up to 24 hours, we also understand the confusion created as your arrival time and hours of operations where no properly clarified for you  to make the proper arrangements.Also, to ensure quality service was provided by our agents, we reviewed your account and all the contacts you made to our customer care related to this matter. We can confirm the answers provided by our customer care had no signs of rudeness.
  
  We have contacted the agency and confirmed that due to the inconvenience, you were able to pick up your vehicle until one day later. As a way of apologizing, Hotwire will refund your reservation for the day you were not able to use once you drop off your vehicle on June 1st. We will refund $55.02 back to the original form of payment. Hotwire processes refunds in 1-2 business days back to the original card used for the booking. It then typically takes a bank or credit card company 5-7 business days to return these funds to your account.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.

  Best regards,

  *******
  Customer Care Relations
  ********************** Corporate Office

  Customer response

  06/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not really satisfactory but I imagine thats all they will be willing to do. It ran the first night and half of a day the second day of my vacation which is worth more than $55 and some change. The agent was rude to me and I will never use Hotwire again.  I cannot believe that they do not make customers aware of Ace Rentals policy of closing before all the flights are in. And to say that when I called and the agent told me they would hold it for 24 hours, Really?  What are customers supposed to do especially when most who arrive in **** dont stay in the nasty run down airport town. We spent half a day driving over and back the next day.  And to suggest we wait at the airport what a joke! With all the possible flight delays that can occur with weather and airline problems it is very unprofessional!!!  Avoid Hotwire and Ace rental can is my suggestion to all my social media, including ******* Another thing that really gets me is there is no corporate office number!  Only call centers where the employees have strong accents and very difficult to understand! Not only will I avoid Hotwire but any of the parent or sister companies!  I  also emailed my stock advisor and requested any stock or mutual fund I had was to be sold on Tuesday!
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩