Business Profile

Travel Agency

Hotwire

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB's file for Hotwire was opened in October 2000. A review of complaints done in July 2024 state issues with refund request(s).

BBB recommends consumers to review the below articles prior to using Hotwire's services and special offers.

Can I cancel or make changes to my hotel reservation?
What’s a Hot Rate® Hotel?
What are Hot Rate® Cars?
Hotwire Website Terms of Use

For additional support options, please visit Hotwire's Contact Us.

Complaints

This profile includes complaints for Hotwire's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

495 total complaints in the last 3 years.
101 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:09/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a car with HOTWIRE and prepaid the amount. When I got to the rental car agency counter, they indicated they will not honor the reservation because they do not take same day reservations. This left me stranded with no car. HOTWIRE should not be advertising vehicles which they can not deliver. This was not a case where the ************* was oversold. It is the rental agencies policy to not do same day reservations. HOTWIRE should know this and not advertise these rental agencies that have this policy on NO SAME DAY RESERVATIONS. A huge company like hotwire has he IT resources to filter this on same day reservations. I called the customer service line and spoke with a supervisor who indicated he could book a standard rate car if i want same day reservation. (sounds like BAIT with the advertised discount price and then when the customer is in a bind to switch a higher rate).The audacity of Hotwire to snang customers with a low price and then leave them stranded. Then to insult the customer by offering a higher rate.Shame on HOTWIRE and their agents to talk to the customer like its our fault for wanted the discounted price.
Business Response
Date: 09/14/2022
September 14, 2022

*************************
801 ****************** APT 4
*******, ** 38117

Re: Case Number ********, Hotwire Itinerary Number 3628498186

Dear ******,

We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with National.

We understand you are requesting correspondence from Hotwire regarding denial of service as the agency did not honor the same-day reservation.

Upon review, we identified that you contacted our ************* team on September 7 and 9, 2022 regarding the matter. We confirmed that our representatives provided you with the correct answers. Our response will remain the same as all Hotwire agents follow the same policies.

Again, please accept our apology for this issue. We re-contacted National to learn more about the policy. The agency informed us that they recently implemented the policy, along with Alamo and Enterprise, due to shortage of vehicles. However, this is adhered to on a case-to-case basis per location based on the inventory.

Hotwire has issued the refund of $136.84 back to the original form of payment. As a way of apologizing for the inconvenience, Hotwire has applied $25.00 Hot Dollars to your account under ********************* Hot Dollars can be used for any Hot Rate Car or ************** booking via our website Hotwire.com. Each Hot Dollar is equivalent to one **** dollar and expire one year from the date of issuance. You will receive an email confirmation of the Hot Dollar credit being posted to your account.

Weve shared the info with our product team to improve accuracy of advertised inventory.

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

Best Regards,

************
************* Relations
********************** Corporate Office
Customer Answer
Date: 09/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me. However, I do not wish to pursue it any further. As my way to accept your lack luster apology I will avoid using hotwire.

Sincerely,

*************************
Initial Complaint
Date:09/08/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked a hotel with Hotwire. The hotel had reviews about bedbugs, filth, and roaches. I tried to call the hotel myself several times, but no one answered. I contacted Hotwire and the rep told me he could give me a refund if the hotel would cancel the reservation (.jpeg). He messaged me back and said they wouldn't cancel the reservation. He then told me I have two options: take Hotwire dollars instead of the refund (that he said he could not do because the hotel would not cancel) or try to get a different reservation at a different hotel through Hotwire (.jpeg). I took the Hotwire dollars, since those were my options. Turns out he lied to me! The hotel would cancel the reservation! He could have given me a full refund like he promised but instead he lied to me about being able to contact the hotel! Then I called customer service today and the rep told me ****** never called the hotel, ****** only checked the hotel's policy! Another lie. Then the **** ***** had her supervisor call me and tell me it's against policy to refund. I said it is also your policy to make exceptions since that is what ****** promised the night before (.jpeg). Clearly their policy is to make exceptions since that is what was promised (.jpeg). Every single one of their reps lied to me in this process. They even lied about being willing to help me. I would like a refund from this company, and they can keep their Hotwire dollars.
Business Response
Date: 09/09/2022
September 9, 2022

*******************************
8013 *********
Chesterfield, ** 23235

Re: Case Number 17934275

Dear Siddiqah,

We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding a hotel
reservation.

We understand you requests a refund back to your original form of payment for your hotel booking because the property told you that they were willing to cancel.

We attempted to locate the booking you referenced. However, we are unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information:

- Email address used to complete this reservation
- 10-digit Hotwire Itinerary Number.

Once we receive this information, we will be able to search further.

Best regards,

**************
Customer Care ****************************************************
Customer Answer
Date: 09/12/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 17934275. Here is the information requested by the company. Hotwire Itinerary: **********. Email: *******************.

Sincerely,

*******************************
Initial Complaint
Date:09/07/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Name is *********************** *************************** ************ I am writing this email in regards to two stays that were booked in ********* fraudulently under my account Last year. The itenarirary numbers are as follows ********** & **********. Both of these stays were for last year. I have been trying to get this issue resolved for some time. Here are the steps I took. When I noticed these trips were booked on my card and account I notified Hotwire of these unauthorized transactions immediately which was weeks ahead of the stay last year.I was offered Hotwire bucks or I could dispute this directly with the bank, I chose to dispute this with the bank and spoke extensively with Hotwire reps and was assured I wouldnt have any issues. Well when my bank disputed this with Hotwire they received a memo back showing the booking was made under my account and name. My bank did not reverse the charges and I was stuck paying for this fraudulent booking. During this time covid was running rampant in my community both here and back home in *****. I began to lose family member after family member to covid. I lost a total of 3 family members in 4 months. They were all younger than 40 years old. As you may be able to image this took a tremendous toll on my family and loved ones. I was lost and was deep in the grieving process. The last thing on my mind was continuing to fight to get these bookings resolved. As life continued to move on this took a back seat on my priority list as I tried to piece my life back together. To this date I was notified because this booking was under my name I would not be able to dispute this. I still dont see what I did wrong. I notified Hotwire immediately and told them that it was not me. This was weeks in advance of the date.
Business Response
Date: 09/14/2022
September 14, 2022

***********************
2902 *********
*********, ** 94533

Re: Case Number ********, Hotwire Itinerary Numbers
6437626255 and **********

Dear ******,

We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your ************** reservations with ******************.

We understand you are requesting a refund or credit claiming that these are unauthorized transactions. You added you were offered credits but havent received it yet.

Upon review, we identified that you contacted our ************* team on May 14 and 17, 2021 and on September 5-7, 2022 regarding the matter. We confirmed that on May 14, 2021, the agent provided you with the correct answer by offering to cancel the reservation and issue a credit minus a cancellation fee as the agent was unable to get refund authorization from the hotel, but you declined that resolution and chose to dispute the transaction with the bank. The subsequent agents referred you to Hotwire's *************** team as they handle fraudulent transaction claims.

We reviewed further and we determined that the ************* agent whom you spoke with on May 17, 2021 failed to re-offer the option of cancellation with a fee aside from referring your concern to the bank and ***************. As an exception due to the agent's error, Hotwire has applied a total of $601.78 Hot Dollars to your account under **************************** Hot Dollars can be used to book any ************** or Hot Rate Car on the website and are valid for one year from the date of posting. Each Hot Dollar is equivalent to one **** dollar. You will receive an email confirmation of the Hot Dollar credit being posted to your account.

We've identified the agent whom you spoke with, and we will follow up internally to ensure the agent is focused on resolution.

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

Best Regards,

************
************* Relations
********************** Corporate Office
Customer Answer
Date: 09/14/2022
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
Date:09/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This concerns my Hotwire Itinerary #**************, initially made in August of 2021, canceled because of covid and recently rebooked for September 16 and 24 of 2022. The itinerary consists of two round trip tickets for two people with two confirmation numbers of 4UTTWO and 4URGBX on Air Canada for flights August 5 and 12 of 2021. Four tickets with a total cost of $1,280.52 were issued by Hotwire as follows:Hotwire Itinerary #************** Confirm/Bookings 4UTTWO and 4URG8X Ticket numbers, flights, cost: ************* flight AC **** DEN-*** cost $318.63 0147608614280 flight AC **** DEN-*** cost $318.63 0147608614281 flightAC **** ***-DEN cost $311.63 0147608614282 flightAC **** ***-DEN cost $311.63 The Hotwire representative, without consulting or advising me, used only the credit from 4UTTWO for the rebooking even though the original itinerary ************** was for both 4UTTWO and 4URG8X confirm/bookings and even though I specifically requested that the rebooking be the same as the original, using the credit from both confirm/booking numbers. In using only 4UTTWO, Hotwire has essentially lost the credit due to me for 4URG8X or essentially half of the itinerary. I believe that Hotwire needs to take responsibility for this error and credit me for both confirm/booking numbers per the original itinerary. On August 17, 2022 I requested Hotwire revise the itinerary to use the full credit of both confirmation/bookings and that the rebooking be revised and the credit for 4URG8X be applied to my updated itinerary. Hotwire replied to this request by stating that they are working with Air Canada which has absolutely no responsibility for this error made by Hotwire.I have attached both the original documentation for Itinerary ************** and rebooking documentation showing that only credit for one of the two confirm/bookings was used.
Business Response
Date: 09/15/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

I can confirm that the reservation was created Jul. 6 2021, via website for departing on Aug. 5 2021, and return on Aug. 12 2021.

Our system shows the traveler contacted customer service on July 4 2022, to exchange the tickets using their future travel credits for a new flight. The original tickets were booked as a combined one way fair, which means they are two separate tickets so they would have 2 separate future travel credits to use. When the agent did the exchange they booked a round trip, so only one of the future travel credits were redeemed.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience this may have caused the customer.

We have issued a refund in the amount of $623.26. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. We have also deactivated the remaining future travel credits.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

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

Travel Service Resolutions Team
Initial Complaint
Date:09/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was offered a deal on Hotwire but was not given what I paid for. I contacted Hotwire and they told me the Rental place is closed and cant do anything about it until 3-5 days. Currently been waiting for a car for 3 hours and will be getting it the next day. I called for a refund but Hotwire did not issue anything but an apology. They should remove Thifty from there options
Business Response
Date: 09/12/2022

September 12, 2022

*************************;
18110 *************** Drive #****
******, ** 77338

In response to BBB Complaint ID ********, ********************** Itinerary Number 3841570786

Dear ******,

We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with Thrifty.

We understand you request for a refund for your rental car booking because Thrifty did not have cars available.

After reviewing your Hotwire account, we identified that your refund request was initially denied because our customer care agents were unable to verify the situation with *******. Our agents informed you that a follow-up ticket will be submitted for our back-office team to continue reaching out to the rental agency to confirm the situation.

We assure you that on September 4, 2022, one of our customer care representatives successfully processed your full refund of $197.70 due to what happened. Hotwire processes refunds in 1-2 business days back to the original card used for the booking. It then typically takes 5-7 business days depending on your bank or credit card company to return the funds back to your account. If you have specific questions regarding the refund timing, we recommend you speak with your financial institution directly.

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

Best ******************************************************* Relations
********************** Corporate Office
Initial Complaint
Date:09/02/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I selected a rental car from Hotwire.com that marketed the service as an on-site car rental at the *****************. Before booking I checked the address and the hours to ensure that my booking was an onsite car rental mainly because my return flight leaves at 750am and I knew I needed to return the car early and grab the shuttle to the airport. After booking with Hotwire.com the car through Economy Rent a Car confirmation email from Hotwire stated the car rental was on-site at the airport and the hours were 5am-11:59pm. Upon arriving in *********, not only was the car rental location not on-site at the airport but the hours were incorrect. I can no longer return the car in the morning of my departure because the off-site car rental location does not have an after hours drop off location. Economy Rent a Car told me that they have tried for 2 years since they have had new owernship to get Hotwire to change the online information. Hotwire continues to sell a product that does not exist. I would not have booked this car rental had I known the correct location and hour information. Hotwire refuses to change my booking to return the car the day before because they say only Economy can change it. Economy says that because I booked my car through a third party vendor only the third party vendor can change or alter my booking. While my car rental sale was final, Hotwire did not provide the product that it sold me so I want a refund for the car rental or at minimum a billing adjustment since I have to return the car a day early and have additional cost associated with dropping the car rental off and getting an alternative ride to the airport. I feel that Hotwire has a responsibility to customers to ensure accurate information about bookings are available. And if they sold me a fraudulent product, the Hotwire is in breech of their service and I would like to cancel my rental. But neither Economy or Hotwire will cancel the booking, they just point the finger at the other.
Business Response
Date: 09/10/2022
September 10, 2022

*****************************
604 *************
*********, ** 47905

Re: Case Number ********, Hotwire Itinerary Number **********

Dear *******,

We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your **************** rate car reservation with Economy Rent a Car.

We understand you are requesting a partial refund for an early return due to incorrect messaging of the location's address and operating hours.

Upon review, we identified that you coordinated our ************* and Social team on September 1, 2022 regarding the matter. Our Social Team has confirmed that the location is off-airport at ***************************************************** and it is open from 7 AM - 8 PM on weekdays, 7 AM - 5 PM on Saturday, and 7 AM - 3 PM on Sunday. You were referred to Economy Rent A Car as Hotwire has no control over the itinerary and the supplier is the only one who can service the booking. Due to site error, Hotwire has applied $15.00 Hot Dollars to the account under **********************

We re-contacted Economy Rent a Car to inquire further about the rental period and learned that you returned the car on September 5, 2022 at 9:30 AM. You were also referred to the Corporate Team of the agency regarding your request for refund of the unused day.

As a way of apologizing for the inconvenience, Hotwire has applied additional $15.00 Hot Dollars to your account under ********************** Hot Dollars can be used for any Hot Rate Car or ************** booking via our website Hotwire.com. Each Hot Dollar is equivalent to one **** dollar and expire one year from the date of issuance. You will receive an email confirmation of the Hot Dollar credit being posted to your account.

Weve shared the error with our product team and hope to get this updated on our site shortly.

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 that was anything less than exceptional.

Best regards,

************
************* ****************************************************
Initial Complaint
Date:09/01/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up to rent a car through Hotwire for $98 all inclusive. The rental was through ACE Rent a Car. When i arrived to pick up my car, the lady asked for a credit card and asked if I wanted insurance which I said no, I have State Farm. She asked about towing, which i said no I have AAA. When i returned my car, I was charged insurance, roadside assistance and tolling which I agreed to for $11 for the entire trip. The lady was misleading. When I returned my car I received a bill for $198. When I called Hotwire, they transferred me without a conversation to ACE. They told me I need to pay for everything. Hotwire promised me $98 in total, My bill is now $312.
Business Response
Date: 09/07/2022
September 7, 2022

******************************;
4 ***************************
**********, ** 11949

Re: Case Number ********, Hotwire Itinerary Number **********

Dear *******,

We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with ACE.

We understand you are requesting a refund for the additional charges ACE has billed you.

We re-contacted ACE at *************************** to clarify the additional fees in dispute after receiving your complaint. We confirmed from ACE that the additional charges were for the following:

collision damage waiver (CDW) $68.97
all-inclusive tolling $32.97
roadside assistance $17.97
fuel $0.0
sales tax - $11.25
******* surcharge - $6.15
airport access fee $21.02
airport CFC - $17.85
ERF - $6.00
VLRF - $11.25
---------------------------------------------------------
Total charges: $ 159.91

Please note that these items, excluding the airport fee and other recovery fees, are considered add-ons which you agreed to purchase when you signed the rental contract. Incidentals or add-on purchases are billed by the rental agency directly and are not included on your Hotwire rate. Any concerns regarding such add-ons are best discussed directly with the rental car company.

Hotwire will refund the airport fees and other recovery fees you were billed as those are typically included on the Hotwire rate. We will issue a refund for a total of $73.52 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. If you have specific questions about the timing of the refund, we recommend you contact your financial institution directly.

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

Best regards,

************
Customer Care ****************************************************
Customer Answer
Date: 09/08/2022

Complaint: 17811992

I am rejecting this response because:
I signed up with an agreement through Hotwire. Not Ace. Ace had me sign fraudulent agreements. They asked me what Insurance I have and I replied State Farm. I had no intentions of paying ACE since I rented the car through Hotwire. I paid $98 to them, not ACE.

Sincerely,

**********************************************
Business Response
Date: 09/13/2022
September 13, 2022

******************************;
4 ***************************
**********, ** 11949

Re: Case Number ********, Hotwire Itinerary Number **********

Dear *******,

We are writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with ACE.

We regret that you remain dissatisfied with the resolution we provided on our previous correspondence.

Per our previous response, we indicated that Collision Damage Waiver (CDW), All-inclusive Tolling, Roadside Assistance and Fuel are considered add-ons which are not covered in the rate provided through Hotwire. The rental agreement and the information from ************** representative indicate that you agreed to purchase these features and be billed by ************** when you signed the rental contract. Any further questions you may have regarding billing by ACE will need to be directed to the agency at *********************** We also mentioned that we have refunded you $73.52 for the airport fee, sales tax, ******* surcharge, airport access fee, airport CFC, ERF and VLRF as these fees are typically covered by the Hotwire rate.

While we understand you are still dissatisfied regarding this resolution, our position on the matter will not change we are unable to honor your request to refund the remaining charges from ACE as they were for optional incidentals assessed by the agency.

Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we can have the opportunity to better serve your travel needs in the near future.

Best regards,

************
Customer Care ****************************************************
Initial Complaint
Date:08/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a car through Hotwire less than 24 hours before my reservation (starting today). I missed my flight today due to health issue of a child in my care. I booked the next flight I was able to take with my work schedule, and promptly called Hotwire to let them know Ill be late picking up the car (which is reserved for 14 days). Hotwire told me that because Im arriving more than. 24 hours after the original reservation I will have no car and no refund. This seems barbaric. I spent hours on the phone today trying to talk to both ***** and Hotwire and both say that they agree that I should be able to extend the 24 hour ****** but cant bc of computer. One hertz representative said that 48 hours was fine, but Hotwire missed getting to hear this (I had issues connecting the two calls). Hotwire has refused to help. Im not asking for any refund or anything, I just cant help that Im arriving a bit later than expected. I think it is predatory to charge for something like this when I am happy to work with the car rental agency Re timing of pick up and take any car when I arrive. Ive paid for 14 days and will be getting less. They expect the car to be in use right now so this is only an advantage to them. I find the inconsistent messaging and hours of customer service attempts to be unethical. Im paying for a service and I cant magically get to Milwaukee sooner from halfway across the country. Not asking for a refund or anything, just understanding that Im slightly delayed arriving in ********* and for the grace ****** to extend to 48 hours. Hotwire is the only one that can help with this according to ***** and they are being predatory and practicing poor business. Reference number is: K2320788490 I cant imagine ever using such an unethical company again if they cant accommodate such a small delay that is out of my control. And that results only in a benefit to them. Any help would be much appreciated. And Id like to warn others of these predatory practices
Business Response
Date: 08/29/2022
August 29, 2022
***************************
1646 *****************
******, ** 22102

In response to BBB Complaint ID ********, ********************** itinerary 3913244872
Dear ****,
We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car rental reservation with ***********
We understand you are requesting that you be allowed to pick up the vehicle past 24-hours from your pre-arranged pick-up time because you missed your flight due to a sick child in your care.
After reviewing your account, we identified that you had reached out to our ************* team twice on August *******, regarding your matter. We confirmed that the answer provided to your request by the previous agents with whom you spoke is correct. Our answer will remain the same as all Hotwire agents follow the same policies.
Hot Rate Car rentals are held for up to 24 hours after your scheduled pick-up time. All Hot Rate Car bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. You will not be reimbursed for any unused portions of your reservation.
Based on all the information mentioned above, we are unable to honor your request to hold the car for more than 24 hours from your scheduled pick-up time.
We appreciate your business and regret that your Hotwire experience is anything less than exceptional.
Best regards,

**************
************* Relations
********************** Corporate Office
Initial Complaint
Date:08/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, I recently booked a Hotrate for a 4 star hotel in ****** *****. I stayed at the hotel blindly assuming that it was a 4 star hotel and up to par. Upon arrival I immediately noticed that the hotel has absolutely no amenities not customer service. There in no business center as described in the hotrate description. Upon entering my room I realized that most of the power outlets did not work. Additionally a hotel worker walked into my room twice although the do not disturb sign was on the door. Upon checking out of the hotel they charged me extra charges not included the the rate! After I confronted them about the charges and my displeasure with the service the hotel representative denied that someone walked into my room. Only after I got him to admit he was lying he threatened to call the police if I didnt pay the extra fees and leave the hotel. No one would agree that this is a 4 star hotel and therefore I would like to request a discount or refund on this stay. In no means was this the hotel type that I booked. The Hotrate was for a 4 star hotel and this is not a 4 star hotel. Also Hotrate indicates the full rate of the hotel and the hotel charged me more at the location. I would like a fair response in a timely manner. I have photos of the room for your reference. The representatives name who threatened to called the police was ****. My Hotwire booking number is **********. I contacted Hotwire via email about this issue and they called me back saying that there was nothing that they can do. I would like a refund as the hotel was not as described on the listing. The name on the reservation is ***************************. Thank you and have a great day.
Business Response
Date: 09/01/2022
September 1, 2022

*********************
167 ***************
********, ** 08701

In response to BBB Complaint ID ********, ********************** Itinerary Number **********

Dear *****,

Thank you for allowing us the opportunity to address your Hotwire concerns as sent through the Better Business Bureau regarding your Hot Rate hotel reservation with ************* ******, IT.

We understand you request a refund or discount for your hotel booking because of your unsatisfactory hotel experience.

Upon review, we identified that we have handled the matter on August 19, 2022 via Corporate Escalations channel. Further our previous conversation with you, we expounded that when we contacted the ************* ******, IT, they informed us that the extra charge was for three additional guests who were not included in your reservation. The hotel also explained that they came to your room because the three extra guests did not go to the Front Desk for the check-in process. In addition, the property confirmed that the reservation was fully used, therefore, they are not allowing a refund. The booking terms remains intact that it is final and non-refundable.

Please note that reaching out to us multiple times regarding the matter wont change our answer. While we understand this may not be the resolution you were looking for, our decision has not swayed, and this is our final communication regarding the matter. We are unable to consider your situation for a refund.

Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we can better serve your travel needs in the near future.

Best regards,

Jhona A.
Customer Care ****************************************************
Customer Answer
Date: 09/02/2022

Complaint: 17786739

I am rejecting this response because:
Hi, the reason why the staff entered our room was for room service, although the do not disturb sign was left on the door. The hotel representative is lying by saying that they wanted Id because they never asked for it. If they truly entered to get our ID's they should have asked for it not just enter when we aren't there. Also the outlets in the room did not work. The representative at check out threatened to call the police. would you say that this is a 4 Star hotel?
Sincerely,

*********************
Business Response
Date: 09/06/2022
September 7, 2022
*********************
167 ***************
********, ** 08701

In response to BBB Complaint ID ********, ********************** Itinerary Number **********
Dear *****,
We are writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your ************** reservation with ************* ******, IT.
We regret you remain dissatisfied with the answer we provided regarding your hotel reservation concern.
Further on our previous correspondence, we expounded that we contacted the ************* ******, IT,they informed us that the extra charge was for three additional guests who were not included in your reservation and the property confirmed that the reservation was fully used. We have also mentioned that we have applied $25 Hot Dollars to your account under ******************** as a way of apologizing for any unsatisfactory experience, but the booking terms remain intact that your reservation is final and non-refundable. Hot Dollars is like a store credit and can be used to book any ************** or Hot Rate Car and are valid for one year from the date of posting. Each Hot Dollar is equivalent to one **** dollar.
While we regret to hear you remain dissatisfied with the resolution we provided, our position on the matter will not change and that is final.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we can better serve your travel needs in the near future.
Best regards,
Jhona A.
Customer Care Relations
********************** Corporate Office
Initial Complaint
Date:08/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked a car rental through Hotwire on 8/17/22. When I arrived the car rental place was closed but Hotwire let me Book it at that time and didnt notify my that this booking was outside of business hours. I called the rental place and Hotwire but neither could provide any help. When I finally got ahold of Hotwire they told me that they couldnt help and that they didnt have my money any more because they moved it off of my reservation and wouldnt refund me. With the times of rampant inflation its unfortunate that Hotwire would be so vague in the attempt to resolve any issues until that just tell you that your out of luck and they wont help. I have a family and cannot afford to be scammed out of money like this. Its sad and I fortunate that they are taking advantage of people
Business Response
Date: 09/06/2022
September 6, 2022

*******************************
73-1153 **********
****** ****, ** 96740

In response to BBB Complaint ID ********, ********************** Itinerary Number 4658518049

Dear ******,

We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with Thrifty.

We understand you request a refund for your recent car reservation because the car rental place was closed upon your arrival.

After reviewing your Hotwire account, we identified that you contacted our ************* team on August 27 and 28, 2022 because you arrived after the rental locations operating hours. We confirmed that the answer provided by the previous agents you spoke with is correct. Our answer will be the same as all Hotwire agents follow the same policies.

Also according to our records, you scheduled to pick-up your vehicle at 10:00 AM. Hotwire search results will not offer cars from locations that are not open during your preferred pick-up and drop-off times. We confirmed that the rental agency is open from 7:00 AM to 11:00PM on your pickup day. Travelers are expected to be there on or before the scheduled pick-up time. If a traveler arrives late, it is critical that they call and notify the rental agency before it closes so that necessary arrangements can be made; otherwise, the reservation may be forfeited. The hours of operation are shown on the confirmation page and the rental agencys contact information is on your itinerary.

Additionally, Hot Rate Car rentals are held for up to 24 hours after your scheduled pick-up time. All Hot Rate Car bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. You will not be reimbursed for any unused portions of your reservation.

For future reference, we recommend contacting Hotwire ************* immediately by texting HELP to ***** if you need any assistance with your booking. Our associates are available 24/7 to assist you.

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

Best Regards,

**********
************* Relations
********************** Corporate Office

Customer Answer
Date: 09/06/2022

Complaint: 17786162

I am rejecting this response because:

I arrived less than 24hrs after the 10am pickup time and they charged me for a separate rental. Hotwire obviously has internal communication issues with their vendors and the customer is suffering for it.

Sincerely,

*******************************
Business Response
Date: 09/12/2022
September 12, 2022

***************************;
73-1153 **********
****** ****, ** 96740

In response to BBB Complaint ID ********, ********************** Itinerary Number 4658518049

Dear ******,

We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with Thrifty.

We regret to hear that you remain dissatisfied with the answer we provided regarding your refund request and added that Thrifty charged you for a separate rental.

We recontacted ******* and spoke with one of their billing representatives to verify your claim. Thrifty confirmed that they honored your Hotwire booking. The rental agency explained that according to their records, you opted for a vehicle upgrade to get a full-size car rather than the compact car you reserved. As such, they billed you for an upgrade fee of $60.00 & fuel for $56.55. Thrifty informed us that these are valid charges, and the booking was fully utilized.

Please note that upgrade fee and fuel fee are excluded on your Hotwire rate. These are considered add-ons and are billed by the rental car company directly. Any concerns you may have regarding such fees is best discussed directly with the rental agency.

While we understand that the resolution, we provided is not what you were looking for, our position on the matter remains unchanged.

Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we could have the opportunity to better serve your travel needs in the near future.

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

Customer Answer
Date: 09/12/2022

Complaint: 17786162

I am rejecting this response because: This was a different booking. It ustized a different booking hunger and was cheaper than the Hotwire booking and was charged separately.

Sincerely,

*******************************
Business Response
Date: 09/17/2022
September 17, 2022

*******************************
73-1153 **********
****** ****, ** 96740

In response to BBB Complaint ID ********, ********************** Itinerary Number 4658518049

Dear ******,

We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with Thrifty.

We regret to hear that you remain dissatisfied with the answer we provided regarding your refund request and insists that Thrifty charged you for a separate rental.

Further our previous correspondence, we indicated that we contacted Thrifty and spoke with one of their billing representatives to verify your claim. Thrifty confirmed that there is no separate booking, and they honored your Hotwire reservation. As explained prior, according to Thriftys records, you opted for a vehicle upgrade which is why you were billed for an upgrade fee of $60.00 & fuel for $56.55.

Upgrade fee and fuel are considered add-ons and are billed by the rental car company directly. Any concerns you may have regarding such fees is best discussed directly with the rental agency.

While we understand this may not be the resolution you were looking for, our answer remains unchanged and will consider this as our final communication on the matter.

Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we could have the opportunity to better serve your travel needs in the near future.

Best ************************************************************************************************
Customer Answer
Date: 09/19/2022

Complaint: 17786162

I am rejecting this response because:

Sincerely,

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

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