ComplaintsforHotwire

• 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,
  
  *************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint is against Hotwire and here is a synopsis of what occurred. I have also spoken to them several times and each time is a different story or passing on the buck to the hotel who they say they cannot reach.I recently booked a 4 star hotel in ****** (confirmation # *********) through Hotwire which turned out to be a nightmare. The hotel was rundown, shabby, dirty and outdated to say the least. There was also construction going on outside our room that started at 7am every morning with workers had could see right in our room so no sleep and no privacy whatsoever.I will include pictures to support everything I have mentioned above.We frantically called Hotwire from ****** which costed us $100 for that call and your agent was not help. Her recommendation was book another hotels and we will try and get you a refund no guarantees at all. We cannot afford to pay for two hotel rooms and if we could we would book directly with the hotel and not be using Hotwire. Furthermore upon returning to ****** called Hotwire three times and was promised the back office would call the hotel and follow up with them and we would get a email from Hotwire in 3-5 business days. We received nothing no call no email nothing. Every time we called the agent would also try and reach the hotel with no luck.This is the type of hotel Hotwire is dealing with they dont pick up the phone. That should tell you a lot. You agent ******** and supervisor **** were robotic in their delivery not listening to what I was saying but just repeating they can give us $65 credit. No sympathy at all.Im hoping someone with some empathy and scruples can look into this for us and give us the compensation deserved.The name of the Hotel is ArtHotel and on Hotwire is advertised as a 4 star Hotel. Also no mention of all the construction work going on at the hotel. I have videos too.Thank you for looking into this for ******************************************

  Business response

  05/31/2024

  *****************************
  
  ON L5V 2E3
  
  In response to BBB Complaint ID ********, ********************** itinerary 6330297925.
  
  Dear *******,
  
  We understand you are dissatisfied with your recent Hotwire hotel reservation since you mentioned that there were inconveniences during your stay.
  
  We are sorry to hear the inconveniences you experienced. After reviewing we can see you were assisted by one of our customer care agents on April 15th and April 20th; and a most recent contact on April 29th in which you were assisted by one of our agents and supervisors regarding this matter. 
  
  When we were notified on April 15th about the issue, our agent attempted to contact the hotel to resolve it immediately. However, we did not receive a reply from the hotel, as such, we offered a follow up case to further work with the hotel on a refund. The option was denied given that you were unable to check out in that moment as the agent mention nor create a second booking while we worked on the resolution. 
  
  We received a second contact on April 20th in which you requested a refund. The agent assisting you attempted calling the hotel and they did not reply. It was offered offered a follow up case which was accepted. Based on our record, our back office team worked on getting a refund but it was denied since the reservation was fully used and the hotel was not aware of the matter. Hence our back office team did not make a contact with you.
  
  As mentioned on the interaction you had with our supervisor on April 29th, we cannot refund the complete stay due to the fact it was fully used. Nonetheless we completely understand the circumstances and your privacy concerns. As our way of apologizing, we issued the refund for one night out of your stay for the amount of $148.62. 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 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 are sorry this happened. As a way of apologizing for the experience, we 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 on the app, and are valid for one year from the date of posting.
  
  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. 
  
  For future references, while traveling abroad, if connected to a Wifi network, we also offer support via online chat by going to Hotwire.com > find the support tab on the main page > click on message us to start a conversation. We are open 24/7 on all channels. Please note that when roaming any calls or texts that are not included in your contract may result on an extra fee.
  
  We appreciate your business and regret your Hotwire experience that was anything less than exceptional.
  
  Best regards,
  
  *******
  Customer Care ****************************************************

  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 satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a luxury car rental through Hotwire, while I was on my flight, to be picked up at the *************** today at 2:30pm. Upon arrival at the Alamo rental counter I was informed that they had zero vehicles of ANY kind available and saw the agent turn away several other customers. When I asked for a refund, I was told I would have to call Hotwire. I went to the Budget rental counter and was able to rent the only remaining vehicle which cost us about an additional $150 for our 3 day rental. While driving to ******* my wife texted the Hotwire rep to request a refund after explaining what had happened. The rep said he had to confirm with the rental counter that no vehicles were available. The rep then informed us that ***** did have a rental for us and therefore would not refund our money. In disbelief, we asked for the name and number of whom he had spoken to and was given an 800 number. When we called, we were told that they could not connect us to the local rental counter, nor could they see on the computer if there were any actual vehicles at the location. All they could see was the reservation itself. We asked to speak to a supervisor and had the call escalated twice but to no avail. We could not speak to the local agent at the *************** and ***** could not confirm whether the location actually had any vehicles. The Hotwire rep got bad information. I called Hotwire back and explained the situation and was told that they would still have to conduct a further investigation before refunding my money. Honestly, I've been a loyal Hotwire customer for many, many years and I'm completely disgusted by this customer service. Why would I abandon my rental and stand in another line only to pay more at the next counter??? Why are you incapable of refunding a loyal customers money without question? I should not have to explain myself 10 times and spend hours on the phone while you work to confirm that I am not lying!

  Business response

  05/23/2024

  ***************************
  
  ******************
  *****************
  
  In response to BBB Complaint ID ********, ********************** itinerary 4608833035. 
  
  Dear *****, 
  
  We understand you are dissatisfied with your recent Hotwire car reservation since you mentioned that there were no vehicles upon arrival. 
  
  After reviewing, we can see you were assisted by two of our customer care agents and one of our supervisors on May 18th regarding this matter. We would like to clarify that the correct information was provided, given that the type of reservation booked is one of our most restrictive rates and for us to proceed it was required to confirm the lack of availability at the location. On the first interaction we worked with our partner, *****, and it was confirmed to us that they did have cars available and therefore your refund request could not be honored. On the second interaction made, we can see the agent and supervisor that assisted you, attempted to reconfirm the matter with Alamo with no success, and to rectify the situation it was offered a follow up case that could take 3-5 business days to be handled to which you declined. 
  
  We are sorry this happened. As mentioned above, it was achieved to confirm that the Alamo location at *** was sold out on your pick up date and as such, we have submitted a refund for $380.16 which corresponds to your Hotwire 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 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.
  
  As a way of apologizing for the experience, we applied $25.00 Hot Dollars to your Hotwire account. Hot Dollars can be used to book any ************** or Hot Rate Car on the website only, not on the app, and are valid for one year from the date of posting.
  
  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 your Hotwire experience that was anything less than exceptional.
  
  Best regards,
  
  *******
  Customer Care ****************************************************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On this date; Friday May 17, 2024; at approximately 0511 hours; I booked a hotel using the mystery`hotel feature and specifying the distance from a chosen location (1 mile away). The hotel chosen by Hotwire turned out to be 10 miles away and not the one mile that I specifically chose using Hotwires online sorting tool; and the 1 mile away Hotwire specified online that they selected. At that point; I asked for a refund; and Hotwire refused to take accountability and stated that they showed a map range prior to booking. However; they did not own up to what their 'DISTANCE' sorting tool revealed to me prior to booking (1 mile away). Hotwire offered to give me 'HOTWIRE' dollars to be used for another hotel (minus 20 HOTWIRE DOLLARS) for their fee. I found this to be a slap in the face to the customer. I personally, will never deal with HOTWIRE again; as their practices proved deceptive. I both dealt with the **** customer service option and the phone option. I spoke to an unconcerned, monotone; half English speaking agent in **************** of *******************. I would like a FULL REFUND immediately; and nothing else will suffice. By the end of business today...all will know of my experience on this day!

  Business response

  05/20/2024

  ***************************
  ******************************************************************
  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 Red Roof Plus+ *********-*************/ **********
  We understand you are dissatisfied with your Hot Rate Hotel reservation since you indicated the hotel was further away than advertised.
  
  Upon reviewing, we were able to validate that you spoke with our ************* agents on May 17th regarding this matter and we can confirm that the correct information was provided since for this type of booking, a specific address is not guaranteed prior completing the purchase but we always highlight in a green shaded area where the hotel will fall as the type of reservation booked does not allow changes, nor cancellations. Nonetheless, we advocated a refund with the hotel on your behalf and by the time our agents contacted the hotel our request could not be approved, therefore, as an alternative a refund as Hot Dollars minus a cancellation fee of $20 was offered at which you accepted.
  
  We would also like to clarify about the distances you saw while booking from the facility you were attending *************** ****** and the property you received (Red Roof Plus+ *********-*************/ *********) is advertised as 1.1 miles since we measured distances using straight lines from reference points as it is a blind hotel at that moment, however it might vary considering roads you would like to take. We have researched the distance by car and it would be 3.8 miles meaning that the difference is only 2.7 miles.
  
  While we understand you were provided a refund minus a fee and this option was accepted, as an onetime exception we have advocated one more time a full refund with the property and it has been approved. As such, we have removed the Hot Dollars you were originally provided and submitted a manual refund request today of $91.33 back to the card used at the time of booking. 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 that was anything less than exceptional.
  
  Best regards,
  *******
  ************* ****************************************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hotwire has a service you get a discount, based on a hotel they describe with hotel chain but don't show. The hotel was different.they gave me the same hotel I complained last time, even though I even went up in price to avoid it.the hotel chain was ******** which was not shown as the chain.THe hotel was not in the area.The hotel was supposed to be 2.5 stars I got a place with even pool.Broken furniture.STained walls.Area of the hotel is sort of detention center, the smell, and the security guards are all over.Breakfast is not eatable.Internet does not work.Garbage.The heater did not work we cold not sleep.

  Business response

  05/17/2024

  NJ 07111
  
  In response to BBB Complaint ID ********, ********************** itinerary ********** and **********.
  
  Dear ******,
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Hotel reservation with ************ by ***************
  
  We understand you are dissatisfied regarding your Hot Rate Hotel reservation since you indicated the hotel is not up to standard.
  
  Upon reviewing, we were able to confirm that you spoke with our ************* agents on April 21st for the reservation #********** in which you mentioned that your experience was not grateful due to the condition of the property and noises that caused trouble to sleep. As you stayed at the hotel, they denied a refund, we offered a credit of 40 HotDollars as a compensation for a future stay as at that moment the reservation had already past and was fully used therefore, our options were limited. But, on May 13th we had a new contact for the reservation #********** as you received one more time the ************ by ********************* as the hotel for your Hot Rate selection and you preferred not to stay because of the previous experience.
  
  We can confirm that we have refunded the reservation with the itinerary **********. However, on this interaction we have contacted the property and although you selected pool as an amenity, they confirmed it is currently not operating. Again, please accept our apology for this happening,we recognize this situation can sometimes be less than ideal. As at this moment you have a new reservation with a different property and that you are keeping for your stay from May 18th for one night. We have applied an additional compensation of $30 Hot Dollars that you can use towards a future reservation.
  
  We appreciate your business and regret your Hotwire experience that was anything less than exceptional.
  
  Best regards,
  
  *******
  ************* ****************************************************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pre paid for a car rental pick up for 5/6/24 at 1am at ***********. Hotwire assigned me sixt which lists that location open 24/7. Because of a delayed departure and arrival we arrived at the desk at 130am to find the location closed. Sixt customer service stated the location should be open 24/7 and had no answer for why it was closed. Sixt also stated the rental was never paid for by hotwire, and even if the counter was open I had no paid vehicle attached to my confirmation #. Hotwire customer service said the money was sent at the time of booking, and they could not issue a refund because I arrived after my scheduled pick up time. Even though sixt has a 60min guarantee policy in the event of delayed pick up. Hotwire still refused to issue a refund stating they couldn't confirm with sixt the counter was closed as they stated the website says they are supposed to be open 24/7. Then a supervisor advised me that I needed to call ahead and advise hotwire I was running late so they could call sixt and advise of the same, I could not advise of a late arrival from the air, the policy clearly states pre paid rentals are guaranteed 60min past pick up time. How was I supposed to know the DFW location would be closed when it states they are open 24/7? Even though I arrived after my pick up time it would haven't been an issue if the location was open when it's advertised to be open! I requested a refund for the prepaid rental I never received and a reimbursement for the alt agency rental I had to make.

  Business response

  05/17/2024

  PA 17111
  
  In response to BBB Complaint ID ********, ********************** itinerary 3892301238.
  
  Dear *******,
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Car reservation with SIXT.
  We understand you are dissatisfied regarding your Hot Rate Car reservation because the agency was closed by the time you arrived along with an issue with the payment.
  
  Upon reviewing, we were able to confirm that you spoke with our ************* agents on May 6th, and a new contact on May 10th with our representatives and one of our supervisors , along with a recent contact via ******** on May 13th regarding this matter; the refund has been denied as our representatives confirmed with SIXT that they had the booking but nobody approached them to pick up.
  
  As mentioned during the contacts, we recommend customers to be at the location on or before scheduled time and internally, we have an agreement in which the reservation is held for 24 hours after pick-up time.Meaning that if there is a late arrival we hold the reservation for up to another 24 hours for you to be able to pick up the vehicle. As we noticed this location is 24/7, we validated any closure on that day with the car agency and they have confirmed the location was running business as usual.Regarding mobile check in and SIXT's payment collection, the mobile check-in is meant to download documents that are needed for pick up and just in case there is any disruption with this step the agency confirmed you can approach and address the issue on the spot; if the proper documentation is presented the mobile check-in step can also be skipped and is not a must. There is no reported issue with payment collection on their end, and reservation has been tagged as no show therefore the booking was indeed honored.
  
  Based on the information mentioned above, we can confirm the correct information has been provided and considering the reservation was available, we are unable to honor your request.
  
  We appreciate your business and regret your Hotwire experience that was anything less than exceptional.
  
  Best regards,
  
  *******
  ************* ****************************************************

  Customer response

  05/18/2024

   
  Complaint: 21697213
  
  I am rejecting this response because: hotwire and sixt are blatantly lying! It was not business as usual on May 6th when I arrived to pick up the car. I'm not sure what other way I can say this....THE LOCATION WAS CLOSED..LIGHTS TURNED OFF AND THE ONLY THING PRESENT WAS A QR CODE MOBILE CHECK IN POSTER AT THE ENTRANCE. I did use the text feature on the morning of May 6 to speak with hotwire customer service, he is the one who started the case. I will not tolerate blatant lying any longer. You can find attached images of the text conversation I had with YOUR customer service member at approximately 3am on May 6th. If sixt is saying it was business as usual and they have listed hours of 24/7 then tell me why they were closed and I never picked up the rental? It's because I couldn't have as no actual person was present! Also I was told repeatedly, by hotwire (see one example in the attached screenshots) that sixt couldn't confirm if the counter was open or not, now all of a sudden sixt can confirm is was business as usual? On what grounds did they come to this conclusion? A company you partner with failed, and it is time that someone take responsibility for this failure. 
  
  *******************************-Seta

  Business response

  05/24/2024

  NJ 07111
  
  In response to BBB Complaint ID ********, ********************** itinerary 3892301238.
  
  Dear *******,
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Car reservation with Sixt.
  
  We regret to hear you remain dissatisfied with your rental car booking because your refund request was denied. You claimed the agency counter was closed by the time you arrived.
  
  We have closely reviewed the screenshots you shared related to the contacts made. As mentioned by our agents during these interactions, we were indeed not able to confirm with the agency, therefore a follow up case was needed to further investigate the matter. As explained by our agents, this investigation takes 3-5 business days and the case was submitted on May 6th at which our back office team replied on May 10th since they were able to confirm that in fact there were no payment related issues and the agency's counter was open.
  
  As we previously discussed, normally we would not be able to refund your reservation, but we do understand your circumstances. As a onetime courtesy exception, we have submitted a refund for $327.69 which corresponds to your Hotwire 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 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.
  
  Considering what we have mentioned from Sixt not having records of any inconvenience to honor this reservation from their end we cannot proceed with your request for the refund of the alternative booking paid.
  
  We appreciate your business and regret your Hotwire experience that was anything less than exceptional.
  
  Best regards,
  
  *******
  Customer Care ****************************************************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a rental car through this companies website, and it showed that my vehicle would be an Audi Q7 or similar. An Audi Q7 seats seven people so the rental should be something similar that also seats seven people. When I confirmed with the rental car company themselves, they indicated that I would be receiving a vehicle that is smaller and only seats five people. Contacted Hotwire, they refuse to refund the money or make any changes to the reservation due to contract terms.. However, they have violated their contract terms by advertising a vehicle, that is not similar to what is being offered, it is actually a smaller vehicle and not in the same class of vehicle whatsoever. The supervisor that this was escalated to *********************, refused to acknowledge that the advertising was incorrect and refused to provide a refund or correct the reservation to a similar vehicle

  Business response

  05/13/2024

  *****************
  
  PO Box 218
  *********************
  
  In response to BBB Complaint ID ********, ********************** itinerary 4492383855.
  
  Dear *****,
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Car reservation with Sixt.
  
  We understand you were dissatisfied regarding your Hot Rate Car reservation since you indicated the agency will provide a model that accommodates 5 people instead of the 7 seating vehicle that you mentioned you were advertised.
  
  Upon reviewing, we were able to confirm that you spoke with one of our ************* agents on May 10th regarding this matter and on the same date with one of our supervisors. We have identified you were provided with the correct answer since the type of reservation booked is highly restrictive and the information about seating is provided prior purchase.
  
  At Hotwire, we strive for clarity on the Web site. During the booking process on the search results page, we state the makes and models shown are examples only. We are unable to guarantee a specific make or model as this is subject to availability and vary by supplier. Allow us to assure you it is never Hotwires intention to mislead our customers in anyway. To ensure clarity, information regarding car type is provided during the booking path and in our *********** through this link. **********************************************************************************************************************?
  
  In the search results, we provide you with general information on passenger and luggage capacity for the various car types, as well as examples of some car models.  Per Sixts model, the details they provide for a Luxury Elite SUV, the vehicle will seat five passengers. As such, we can confirm the model Sixt will provide for the car type selected do meet the standards we provided on our site during booking.
  
  Considering we do disclose the number of people that each deal is able to accommodate and the reservation was selected to accommodate 5 people, we will stick to the original terms and conditions advertised prior completing the booking which indicates you are selecting one of our more restrictive rates and it will not qualify for cancellation from the moment it is booked; therefore, we are unable to honor your request of a refund.
  
  We appreciate your business and regret your Hotwire experience that was anything less than exceptional.
  
  Best regards,
  
  *******
  ************* ****************************************************

  Customer response

  05/14/2024

   
  Complaint: 21695397
  
  I am rejecting this response because:

  This response avoids the actual problem in this case. I understand the company's policies regarding rental vehicles and the concept of a similar vehicle being possible. I have rented countless vehicles and fully expect that if a ****** Camary is posted on the picture, I might get a ***** Accord. As a business owner myself for over 20 years, I learn from mistakes made on behalf of my company, as can be brought to our attention from my/our customers. We always ensure that the customer is offered a fair remedy for a valid complaint. An Audi Q7 is known by the public to be a 7 seat SUV, and that is the picture being used by Hotwire to resemble the vehicle expected or similar. 7 seats is not similar to 5 seats, it simply isn't. 

  As we have 6 passengers for our trip to ******, I have already made new arrangements with a competitor's site, that appropriately depicted the vehicle we would be getting will be as pictured, and confirmed it will be an SUV which seats 7 passengers. The correct thing for Hotwire to do, is to recognize that the picture represented is, in fact, deceptive. They should no longer place an Audi Q7 under any advertising for a vehicle that *** seat less than 7 passengers, and either refund my money, or provided a confirmed change on my reservation to a vehicle that seats 7 passengers (make/model does not even matter). 

  Otherwise, with this deceptive marketing in place to entice customers with vehicles that are, in fact, disimilar than what they will be getting, I will continue to make any and all efforts to ensure that they should avoid using Hotwire for their rental car purchases. This will include educating my own customers as well as any potential customers on every online review site, at every opportunity, which arrises through various travel forums and competitor websites.

  This is not a financial concern of mine at all, it is a matter of principle, and consumers will need to be made aware. 

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In ****** in the past few months, I booked an accomodation however two booking processed. I called Hotwire and they said they couldn't do anything. Today, the same thing happened and my credit card has two charges on it yet my account doesn't even list the current booking. When I contact customer support, they just drop me off eventually. I need a refund for the booking that occured today as this was a double booking at two different places then I need my refund from my previous occurence in ******** ******. Please address immediately

  Business response

  05/10/2024

  *********************
  CO 80111
  
  In response to BBB Complaint ID ********, Itineraries ********** and **********.
  
  Dear *****,
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your ************** reservations with ***** Waikiki at the Ambassador and The **************
  
  We understand you were dissatisfied with your recent hotel reservation because you have two charges, but no records were found, additionally you had a similar incident in March.
  
  Upon reviewing your case, we confirmed you initially contacted our ******** care agents on March 1st indicating you double booked by mistake due to having issues with the internet connection. Our agent contacted ****************** at the Ambassador and requested a refund; however it was not authorized. As an alternative, we offered to cancel and issue a credit minus a cancellation fee which was declined, and no actions were taken. An additional contact was made on March 2nd regarding this matter and as your reservation was originally non-refundable and check-in date had passed already, an exception was made for the reservation to be credited minus a fee and it was accepted this time. This credit was used towards another reservation with itinerary ********** on March 8th. We were able to identify that both reservations for check-in on Mar 1st until 8th were booked under different accounts and no records of internal issues with our site were found.
  
  Another contact was made on May 8th indicating the same issue happened again, our agent explained the most recent booking was made for March 8th and we did not have any other reservation related to the email, phone number nor name. We also confirmed there were no signs of reservations or failed booking attempts related to your pending holds from May 8th.
  
  Based on the information above we will not be able to honor your request for a refund back to your card for the reservation made back on March 1st and since we were not able to find any reservation made on May 8th, we will not be able to accommodate your request. We recommend you contact your bank to follow up on your pending charges.
  
  We appreciate your business and regret any Hotwire experience that was less than exceptional.
  
  Best Regards,
  
  **********
  ******** Care Relations
  ********************** Corporate Office

  Customer response

  05/11/2024

   
  Complaint: 21687312
  
  I am rejecting this response because: Upon further research of the March charge...The reservation in *** was a double booking and it is not acdeptable to tell me that I could not get a credit card refund as I had to make financial arrangements to compensate for this then I was forced to book with Hotwire again even though you handled this case poorly so I want compensation. My credit card has been charged for the extra booking for $1083.44 but I did not stay in that reservation and I need that amount refunded immediately. I did not get an email notification or confirmation however I am charged for this amount...Please refund it immediately and if you don't I will no longer work with Hotwire. The first reservation was forced on me to get a credit when I wanted a refund on my credit card so it forced me to use hotwire even though I had a bad experience with double booking and not getting my money back and now it is happening again and I need this addressed immediately 
  
  Sincerely,
  
  *********************

  Business response

  05/20/2024

  In response to BBB Complaint ID and ********, ********************** Itinerary Number ********** and **********. 
  
  Dear *****,

  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate Hotel reservation in *******, *******

  We regret to hear you remain dissatisfied with your Hot Rate bookings because your refund request was denied, your dissatisfaction stems from receiving Hot Dollar credits instead of a full refund for one of the bookings you thought did not go through, you indicated you experienced an internet issue after your first transaction attempt and as you did not receive a notification for this one you to booked another reservation hence you got two charges on your credit card. As such, you requested a refund for one of the bookings, after our research we validated the email entered while booking the first reservation was misspelled by one letter therefore you did not receive the first notification but it went through successfully. As previously discussed both bookings were completed on different accounts due the misspell at the time of booking. Even though both reservations were nonrefundable an exception was made to cancel one of the bookings and you received a credit which was then applied towards a new reservation.

  You also mentioned that you were charged $1083.44 USD for a reservation that was not used however, after reviewing both accounts we have not found a reservation that matches this amount. We have attempted to contact you via phone to clarify the dates of transaction and reservation linked to this charge but we havent had a response, at this moment we recommend that you contact your bank institution as they will be able to provide you with more specific details regarding this one.
  While we understand this may not be the resolution you were looking for, as we do not have more details of the charge of $1083.44 USD to further investigate we cannot provide a refund for it.

  We appreciate your business and regret your Hotwire experience was anything less than exceptional.

  Best ********************************************* Relations.
  ********************** Corporate Office.

  Customer response

  05/29/2024

  This is proof that my credit credit company had two charges. Thank you for assisting me and the BBB is very important in peoples lives with cases like these. Hotwire seems to have changed in customer service and it appears to be handled internationally these days
  Gratefully
  *********************
  
  
  

  Business response

  06/28/2024

  Dear *****,

  We are contacting you to follow up on your additional correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate Hotel reservation in *******, *******
  
  We regret to hear you remain dissatisfied with the resolution we provided as you mentioned that you were charged $1083.44 USD for a reservation that was not used.
  Thank you for sending us the screenshots with the description of the charges posted on your credit card statement. However, after reviewing both accounts we are unable to locate the Hotwire booking or charges that matches the amount of $1083.44 USD.
  Please reply with the following information so we can locate the reservation you are referring to:
  Email address or phone number used to complete this reservation.
  Your 10-digit Hotwire Itinerary Number.
  General information about your reservation, check in, check out day and location.
  
  Please note, without this information we are unable to review your situation any further for a resolution.
  
  Best ********************************************* Relations.
  ********************** Corporate Office.

  Customer response

  06/29/2024

   
  Complaint: 21687312
  
  I am rejecting this response because:
  I HAVE BEEN CHARGED ON MY CREDIT CARD TWO CHARGES AS I TRIED TO PROCESS ONE AND IT DIDNT GO THROUGH THEN IT SHOWED UP ON BANK STATEMENT. I DO NOT HAVE A CONFIRMATION BY EMAIL BUT THE CHARGE WENT THROUGH TO MY BANK.I HAVE TWO BANK AMOUNTS THAT ARE ON THE SAME DAY

  DATE-05/09/2024.5543286GJ5SHR67GCHOTWIRE SALES FINAL$1088.44

  DATE-5/09/2024-5543286GJ5SHR67JYHOTWIRE SALES FINAL..$744.66

  MY EMAIL IS *************************** I called up to your customer servicethere was no intention to refund my money and this is the second time this has occurredHow could am amount be processed yet no confirmation sent to my email of the bookingPlease make sure the security services is aware this is occuring at Hotwire

  Thank You..Do not try to get out of it as you can see i was charged this amount
  Sincerely,
  
  *********************

  Business response

  07/08/2024

  In response to BBB Complaint ID and ********, Hotwire Itinerary Number 5502133926.
  
  Dear *****,
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your ************** reservation.
  
  Upon reviewing the documentation provided, our finance team was able to locate your reservations only by using the details of the transaction number provided. We identified that both reservations were booked under an additional misspelled email address **********************. This caused our customer care department to be unable to find the reservation at the time you contacted us and also that you did not receive any notification. The first one for $1,083.44 USD at the *************** & Spa under the itinerary 5502133926 and the second one for $744.66 USD at the Sandman Suites ********* on Davie with the itinerary **********.
  
  We would like to inform you that we have contacted both properties and confirmed that your reservation under the itinerary ********** at the ************** ********* on Davie was fully used, and the one at the *************** & Spa was marked as no show. As both reservations were made for the same dates, and with a few minutes difference between transactions, as an exception we have started processing a refund for the reservation that was not used in the amount of $1,083.44 USD 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 are glad that we were able to clarify this situation and hope we have the opportunity to better serve your travel needs in the near future.
  
  Best **********************************************************************************************************

  Customer response

  07/09/2024

  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 but in addition as this took much time and effort..Iwould like Hotwire to provide me with something in Hotwire credits in addition to my refund as this drained my account at the time and put me under duress..Thank you so much BBB..you helped me so much in sticking this out..I cant thank enough 

  Apparently hotel booking companies can have system errors as well and this happened to me twice and the first time..Hotwire would only provide me with a credit and I had to use it on another booking..Thsnk you BBB again
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hotwire itinerary #********** Hotel confirmation #********* I booked a room on 5/4/24 to check in the same day, the website put my reservation for 5/3/24. When I showed up to the hotel I was told the reservation was for yesterday. Hotel told me only Hotwire could fix the issue. Hotwire agent said theres nothing they can do since the hotel wont refund the money. The agent then hung up on me then called back pretending to be his own supervisor and did nothing to fix the mistake. Then I contacted Hotwire through text and got an agent would said nothing but the word policy and dismissed me, without attempting to help. The agent was short and rude. The event is listed on my account as upcoming even though I cant get my money back due to it being a past reservation. I am extremely frustrated with how rude the employees were and how they could not correct the mistaken website. If its Hotwires policy to make past day reservation then that should be started clearly on website. There was zero attempt to have customers service and to find a solution.

  Business response

  05/07/2024

  *************************
  ******, DE 19713
  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 because the wrong dates were booked. As such, you are requesting a refund.
  
  Upon reviewing your case, we can confirm the itinerary was booked on May 3rd at 8:43 PM PST for the same day. Also, we validated the contact to our customer care agents on May 4th at 3:00 PM (PST)requesting to change or cancel your reservation since you planned to check-in on May 4th no May 3rd. As your reservation was originally non-refundable and it was past dated at that moment, as an exception, our agent contacted the property to request a refund, however it was not approved due to the nature of the booking, then you requested to speak with a supervisor, and he reinforced the same information.
  
  At Hotwire, we strive for clarity during the booking process. Since travelers are immediately charged for their reservations at the time of booking and they are non-refundable, we are sure to point out booking details such as reservation dates, 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.
  
  To ensure quality service was provided by our agents, we reviewed your account and all the contacts you made to our customer care team related to this matter. We found the answer provided by our representatives is correct and the interactions were handled with professionalism. Based on what we have mentioned previously. we will not be able to honor your request for a refund.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best ******************************************************************************************

  Customer response

  05/08/2024

   
  Complaint: 21667620
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made this reservation by phone and was not aware that there was a no refund or change policy/clause. Unfortunately my venue in *** was cancelled. I called Hotwire and requested a courtesy refund on 04/20/24, 6-7 weeks in advance of 6/7/24 (pick up). I was informed that I will not receive a refund or change as per their policy. I called back on 04/29 and spoke to a manager who was not considerate towards my reasoning. I even asked for a credit of the amount and was talked down in an unprofessional manner. I feel that as a courtesy Hotwire should reconsider and provide me a refund in good faith. Its the Principle about it and its not fair practices, especially in these hard economic times dealing with inflation. Thats all I am asking for. Please see that attached emails and thank you for your consideration in regards to this matter.

  Business response

  04/30/2024

  *************************
  ************************************************************************************************
  In response to BBB Complaint ID ********, Itinerary 3980784465
  
  Dear *******,
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Car reservation with Ace Rent a Car.
  
  We understand you remain dissatisfied with your recent car reservation because the event you were attending got cancelled. As such you are requesting a refund and the policy was imposed.
  
  After reviewing, we were able to confirm that there were two interactions, the first one on April 20th; and the second one on April 29th regarding this matter. You spoke with our ************* agents and one of our supervisors and they explained this booking is non refundable and it was advertised prior the purchase was completed, that is the reason why the refund was denied.
  
  We would like to clarify there is no grace ****** for cancellations as reservations are final as soon as they are completed. 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. Before completing the booking, a box was selected stating the traveler read, understood, and accepted those terms. The reservation cannot be completed unless this box is marked. Also, we can confirm this reservation was made through a mobile device, and not by one of our agents as mentioned.
  
  As you highlighted the treatment received by our supervisor on April 29th, we made sure to verify and listen to the recording, and we can confirm it was handled with professionalism.
  
  Based on all the information mentioned above, we are unable to honor your request of a refund or a credit.
  
  We appreciate your business and regret your Hotwire experience that was anything less than exceptional.
  
  Best regards,
  *******
  ************* Relations

*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. ↩