Complaints

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

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  Hotwire

  San Francisco, CA 94104-3810

• 

  Hotwire

  PO Box 26285 San Francisco, CA 94126-6285

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:07/14/2022

  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.

  June,17,2022 I paid ****** for a hotel room from Hotwire. They gave me a hotel room that was unsanitary & disgusting I immediately asked for a refund or to be transferred to another hotel. Hotwire denied my refund & practically tried to force me to stay somewhere I didnt want to. One of the agents told me, if I didnt check into the hotel my money would be forfeited. Shortly after speaking with the agent I tried to check into the hotel the hotel clerk wasnt trying to let me check in saying ,that I didnt pay him any money. I told him, I paid *************************** still refused so I threatened to call the police. After I threatened to call the police another man started talking to me off a ring device asked, for my information & said the room would be ready in an hour in a half. Which is crazy since my reservation was for the day before. I arrived back a few hours later & the hotel room was much more disgusting than my initial thoughts. I left for hours came back & immediately checked out & continued to demand a refund. I talked & texted with several agents from Hotwire & the last one I spoke with assured me Ill be contacted by a researcher within five ********** be given a refund. Hotwire never contacted me after that so I contacted them once more & that agent told me ,I wouldnt be given a refund. Eventually they sent me email apologizing about my stay & offered me 25$ in Hotcash. They didnt give me a resolution I dont wont any credits from them because I dont ever plan to use their services again. Im demanding a refund because I wasnt given any service! Also I have footage of how disgusting that hotel was!

  Business Response

  Date: 07/23/2022

  July 22, 2022
  
  ****************************************************************************************** 36618
  
  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 hotel reservation with **********************************. 
  
  We understand you are requesting for a refund for not using the reservation due to your rooms unsatisfactory conditions.
  
  We reviewed your account and identified that the customer care agents whom you spoke with regarding your room concerns on June 17 & 18, 2022 failed to provide you the correct resolution.  
  
  As a way of apologizing for our agents error, we processed a refund of $389.16 back to the original card used for the booking. Hotwire processes refunds in 1-2 business days 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 was anything less than exceptional. 
  Best ********************************************* Relations
  ********************** Corporate Office 

  Customer Answer

  Date: 07/23/2022

  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:07/13/2022

  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.

  May 15th 2022 we booked a room through Hotwire.com. The hotel had no openings and was unable to rent to us. We called Hotwire and the agent attempted to find us another hotel, but since it was after midnight he was unable to and he said we would receive a refund. He did call the hotel and confirm, but the girl doing the night audit said she was unable to issue the refund herself and that management would do it the next day. It has now been 2 months. The hotel did issue hotwire the refund, but hotwire is refusing to give the money back to me. I have asked for a manager and was denied. I asked for a way to file a complaint and was told I'm not allowed to. I asked for a corporate number and was told no. They said they don't allow that. How is this a legit way to run a company?

  Business Response

  Date: 07/19/2022

  July 19, 2022
  
  *******************************
  7992 ****************************
  ******,** 49076
  
  In response to BBB Complaint ID ********, ********************** Itinerary Number 5000495222
   
  Dear ********,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate Hotel reservation in ******************************.
  
  We understand you are dissatisfied with your recent hotel reservation because the hotel was unable to accommodate you and you have not received your refund request.
  
  Upon review, we were able to confirm that you have contacted our customer care on May 15, 2022, regarding this matter. Our customer care agent called the hotel regarding your refund request however they did not approve the refund. We confirmed from Hotels general manager that they charged us for the booking thus we are unable to refund your ************** reservation.
  
  Please note that once a Hot Rate reservation is confirmed on our website, the details of your booking and our payment information is sent directly to the Hotel.Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
  
  Based on all of the information mentioned above, we are unable to honor your request of a refund.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional. 
  Best Regards,
  
  Jhona A.
  ************* Relations
  ********************** ****************

• Initial Complaint

  Date:07/12/2022

  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.

  July 12, 2022 To whom it may concern,I am emailing you in regards to my recent travel booking.I purchased flight tickets through your website for the dates of 7/7/2022-7/11/2022 for ****** Airlines-Confirmation # RIUSXT There was a situation regarding me and my daughter boarding the flight, an employee told me we were unable to board because the gate was closed. The time was 7:15 am my flight didnt depart until 8:05am, I was at the front counter at about 7:05 am, I had checked in for our flight the day before ,already had my boarding pass, with one check bag, the employee stated the gate closes 45 mins before the flight so I could not check my bag therefore We could not board the flight. We went back and forth for quite sometime but the manager told me there was nothing else he could do. He then proceeded to ask if I had purchased the trip protection plan, in which I did through your website. He told me to file a claim to be compensated. I had to buy 2 additional tickets through ********* Airlines in order to make it to my family reunion on time. When I called you all, I was instructed to call Travel Guard directly to file a claim. I pulled up my email referencing my policy information and proceeded to call Travel Guard in which I was told the POLICY NUMBER PROVIDED WAS INVALID! We tried everything , my name, my daughters name, itinerary number etc. and they were unable to locate it. I paid for a policy for me and my daughter in the amount of $53.82 debited from my card on 5/25/2022. Only to find out, that the policy does not exist! I have been calling, over and over getting transferred to different departments with no assistance. I am seeking compensation for the 2 additional purchased tickets from ********* Airlines in the amount of $507.96. I have saved all of my receipts!Please have some one contact me to help resolved this issue.

  Business Response

  Date: 07/22/2022

  Dear Better Business Bureau, 
  
  It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below. 
  
  Findings:
  
  We can confirm that this reservation was created on May 20, 2022 via the mobile app for arrival on July 7, 2022 and departure on July 11, 2022 . At the time of booking, the customer agreed to the following cancellation policy: 
  
  Spirit Airlines *********************************** Airlines Non Refundable/Changeable 
  
  We understand that per the customers complaint, they were denied boarding at the airport because the gate closed at 7:15am for a flight that was scheduled to depart at 8:05AM which caused the customer to purchase tickets with another airline and they are requesting a full refund of the flights they purchased with Southwest Airlines.
  
  Our records indicate that customer care was able to obtain approval for a refund in the amount of ******USD. This refund was processed on July 19, 2022 and our payment processing system indicates that the funds were successful. Please allow 1-2 billing cycles for the funds to appear back on the card as it depends on the customers financial establishment and when they release the funds. 
  
  Conclusion/Resolution:
  
  We would like to offer our apologies for any inconvenience this may have caused the customer. 
  
  As a refund has been issued, there is no further action required from our side. 
  
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  
  Kind regards, 
  
  **************** 
  Global Customer Resolutions Team
  

• Initial Complaint

  Date:07/12/2022

  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 involves a car rental that I booked with Hotwire on July 6, 2022, itinerary number **********. The rental was for four days, July 14 to July 18, 2022 at a total price of $507.14. The problem arose when I was directly exposed in close proximity to someone with Covid, which resulted in my needing to isolate (per the CDC's guidelines) and cancel my trip. I contacted Hotwire on July 11, three days before the trip, but they explained the money was non-refundable because it was hot dollars. When I inquired further, they admitted that the car I rented and payed for for four days could be rented by the agency to someone else 24 hours after I didn't arrive to pick up the car. I could accept losing the rental amount for that day (~$127) or maybe even more. But losing over $500 is unreasonable, especially when the car rental agency will likely make money on up to three of the four days I've already paid for. With car rental prices increasing so much recently, I feel Hotwire's policy increasingly seems like a racket, and believe I should receive at least a partial refund in this circumstance.

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  *********************
  2002 ***************
  Manhattan, ** 66502
  
  In response to BBB Complaint ID ********, ********************** 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 Sixt.
  
  We understand that you request a refund for your car booking because you did not use the vehicle as you were exposed to someone who has Covid.
  
  Upon review, we identified that on July 14, 2022, you contacted Hotwire and spoke with one of our customer care representatives and we confirmed that the answer provided to your refund request is correct. Our answer will remain the same as all Hotwire agents follow the same policies.
  
  Prior booking, we communicated on our website that you are selecting one of our more restrictive rates and it will not qualify for cancelation. We also recommended to select a deal that offers free cancelation in case your plans change in the middle of a pandemic.
  
  Once a reservation is confirmed on our website, the details of your booking and our payment information is sent directly to the supplier. Per our Terms of Use, all Hot Rate bookings are final and non-refundable.
  
  Based on the above information, we are unable to honor your request for refund.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best regards,
  
  **********
  Customer Care Relations
  ********************** Corporate Office
  
   

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17558364
  
  I am rejecting this response because: Four days before my trip began, I notified Hotwire of the cancellation, the reason of which was beyond my control (close exposure to someone with Covid). Consequently, there was plenty of time for Hotwire to cancel the reservation with Sixt car rental agency and allow Sixt to rent the car to another customer. As I stated in my original complaint, with the cost of car rentals having skyrocketed recently, this nonrefundable policy of Hotwire is not reasonable in my opinion. I understand they have covered themselves legally by claiming that I apparently agreed (in the fine print, which is many pages of text) to the $507 for four days car rental not being refundable, but that doesn't make it right. Especially since the car rental agency would have time to re-rent the car and make money anyway. I told Hotwire I would have been happy with a partial refund (even 50 or 75%), but they rejected that too. I'm very disappointed in this business and their lack of compassion and understanding in this day when their customers are all facing economic hardship.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  *********************
  2002 ***************
  Manhattan, ** 66502
  
  In response to BBB Complaint ID ********, ********************** Itinerary Number **********
  
  Dear ****,
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate Car reservation with Sixt.
  
  We regret to hear that you remain dissatisfied with the answer we have provided regarding your refund request.
  
  We do not have a grace ****** and the reservation is confirmed immediately when its booked. The moment travelers click book now; we confirm the reservation with the supplier. Even though travelers reach out to us within a few days prior to their travel dates, the booking terms and conditions have not changed.
  
  Per our previous correspondence, once a reservation is booked through us, the booking details and payment information are sent directly to the supplier. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
  
  While we understand 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 regards,
  
  **********
  Customer Care Relations
  ********************** Corporate Office
  
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17558364
  
  I am rejecting this response because: for the same reasons listed earlier. You have lost a customer and I will warn others not to use you either.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/12/2022

  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.

  purchased a motel room on June 25, 2022 spoke to motel and clarified they would be present for approximately 9:20pm check in. The motel said they would be. Upon arrival to the *************** there was no one present to check us into the motel. The parking lot was unsafe and drug users were openly shooting injections into their arms. I proceeded to chat with hotwire at which time they offered me a credit because they themselves could not reach the motel office. there was no one there. I was offered in a chat which i will include an offer for a credit to hotwire for the amount of the hotel minus a $25.00 service fee. I obviously accepted as I was not able to check into the motel. when i called on July 6 as i did not see the credit hotwire dollars in my account, they said they would again issue me a credit for $137.37. I told them i was leaving the hotel as there was no one there an I left. The credit was promised to me in text on June 25 and on July 6 in a phone call to hotwire. They are now backtracking. the motel attendant was not at the motel to recieve us (mind you on a saturday night in the summer in june at a seaside motel). The hotwire messaging assistant also could not connect with the office when i was outside the motel. there was no one there. I spoke to the motel at dinner at 7:45 asking if they would be in the office and they assured us they would. This is the worst customer service. Why would i not accept a credit as i couldnt get into the motel. This is a scam for a motel to be allowed to partner with hotwire and not honor a guest reservation. The parking lot was unsafe and scary. I waited and did my due dillegence by contacted hotwire at the moment i was there. They were unable to connect and offered by a credit in hot wire dollars. I am only asking for what i was promised on june 25 and july 6. This is not appropriate to sell a motel and not be there to accept the person

  Business Response

  Date: 07/14/2022

  July 14, 2022
  

  ***********************
  4 *****************
  **********, ** 01887
  
  In response to BBB Complaint ID ******************************* Itinerary Number 5010708523
  
  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 ***************.
  
  We understand you request that Hotwire honor the offer of a credit for your hotel booking after a cancellation fee because there was no one at the property when you arrived at check-in. You added the property was unsafe and there was a sign at the door redirecting travelers to go to ***************
  
  Upon review, we identified that during your contact on June 25th, 2022 with one of our ************* agents, you were offered the option to cancel with a $20 fee as the hotel cannot be reached to verify your claim and remaining funds to be credited in the form of Hot Dollars. The offer was not processed as our representative did not receive further response from you. As such, the booking and its terms remained intact that its final and non-refundable.
  

  We contacted the Lafontana after receiving your complaint and spoke with ******* the hotel manager. She advised us that the front desk is available 24/7, and there was never a signage redirecting guests to go to another hotel to check-in. The property also denied refund for the booking.
  

  Once a reservation is confirmed on our website or app, the details of your booking and our payment information is sent directly to the hotel.

  Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
  

  Based on the information mentioned above, we are unable to honor your refund or credit request.
  

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

  Best Regards,
  

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

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17554685
  
  I am rejecting this response because: there was no one at the motel to review us. There was a note on the door to go to the flamingo motel.  The motel is being dishonest with Hotwire. Where would I get the name of the flamingo motel? It was on the door. Hotwire and the motel as participating in fraudulent activities. They took money from a customer and and didnt provide a service. I obviously communicated with Hotwire in the moment when I arrived at the motel. They disconnected the chat. I would like to move toward in the next steps with the attorney general.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/20/2022

  July 20, 2022
  

  ***********************
  4 *****************
  **********, ** 01887
  
  In response to BBB Complaint ID ********, ********************** Itinerary Number 5010708523
  

  Dear ****,
  

  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate hotel reservation with ***************.
  
  We regret to hear you are dissatisfied with the answer we provided regarding your refund or credit request.
  
  Further our previous correspondence, we indicated we have contacted the property and spoke with ******* the hotel manager. She informed us that they have front desk available 24/7, and they have no signage directing guests to go to another hotel. The Lafontana denied refund for the booking.
  
  Per the booking terms, the details of your reservation and our payment information is sent directly to the hotel once booked. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
  
  While we understand you are dissatisfied regarding the answer we provided and are looking to escalate your matter further, our position will not change and will consider this as our final decision.
  
  Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
  

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

• Initial Complaint

  Date:07/09/2022

  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.

  Kindly note that I the customer didn't show up to the hotel reservation below as the flight got canceled. I couldnt reach the hotel on time for this reason. This was a package purchased through Hotwire the stay was for ******************************* Check-in Date: 3 Jul 2022 Check-out Date: 6 Jul 2022 Traveler Name: ************************************* Booking ************* Hotel Confirmation ID: ****** Room Type: Junior Suite - Outdoor Jacuzzi Cancellations or changes by airlines are beyond my control. The airline did provide a refund but for the for remainder of my money, I have been given the run around. HOTWIRE says the Resort has to issue any refund and Majestic Resorts say Hotwire has to issue the refund since I paid them as the 3rd party. The total paid was $2366 after being refund by the airline what is still owed is $1090 for 3 days all inclusive stay at the Majestic Elgance ***** Mujeres. To clarify I DO NOT NEED a REFUND!! I just want to rebook later dates to visit the resort or even Expedia or Hotwire credit to use at a later time. Especially since this circumstance is beyond my control.

• Initial Complaint

  Date:07/07/2022

  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.

  The transaction was on July 1, 2022 for $256.62. I made a reservation with hotwire.com for a hotel room. After booking the room I did not receive a confirmation on my hotwire app or an email. I called ************** at 7:40pm and spoke with a hotwire rep. I asked her to please send me the confirmation information. She then told me there was no reservation made. I asked her if my card had been charged and she replied "no charge was made". I asked her what I should do? She told me to go ahead a make another reservation. I told her the site says no cancellations or refunds are allowed. She said, if needed, they could do a refund based on my specific situation. I asked her to send me an email stating I would get a refund if my card was charged twice. She said she could give me her name and a reference number so I could get a refund if needed and she would notate my account. The reference number is *********** and her name is "MJ". The rep made me feel like I had nothing to worry about. The rep was very nice. I went ahead and made another reservation. After a few hours the app showed two reservations. I immediately contacted hotwire and I explained what happened, I gave them the reference number and reps name who told me I could get a refund. However, Hotwire told me they could not give me a refund! I told them I would have not made a 2nd reservation if their rep had not promised me a refund. How could they deny me if I had a reference number and a name? That rep would not give me a refund. I was shocked at the difference in customer service. He said no cancellations and no refunds. I said that's why I called BEFORE making the second reservation. The original HOTWIRE rep told me otherwise. He said the rep did not notate that. I asked them to listen to the recorded conversation. He said he couldn't do that. I am asking for a refund as promised prior to making the 2nd reservation. The recorded conversation is proof. They fraudulently charged me twice, bad business!

  Business Response

  Date: 07/13/2022

  July 13, 2022
  
  *********************************
  822 *********
  *******, ** 95337
  
  Re: Case Number ********, Hotwire Itinerary Number 6255155120
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate hotel reservation with ****************.
  
  We understand you are requesting for a refund because you claim the first Hotwire agent misinformed you on the confirmation of the first booking with ************* ******** **, prompting you to rebook the hotel mentioned above.
  
  Upon review, we determined that the ******** Care agent whom you spoke with on July 1, 2022 failed to do further research finding your confirmed hotel reservation. As an exception due to the agent's error, Hotwire has processed a refund for $256.62 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'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,
  
  ************
  ******** Care Relations
  ********************** Corporate Office

  Customer Answer

  Date: 07/14/2022

  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. I wish I didnt have to resort to the BBB. I hope they improve their customer satisfaction support. I am glad this is resolved as I was stressed. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/07/2022

  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.

  Im expecting a refund in the amount of $316.62 And Ive been told by numerous different representatives it would take 3 to 5 business days Ive waited 3 to 5 business days and they told me its still in process with their financial department so if its been 3 to 5 days and its still in process with the finance apartment that means that they have not refunded me . Every time I reach out the days change. This is just getting to be absolutely ridiculous that its taking this long to get a refund for an unpleasant stay. You should be able to provide me a record log if you refunded my card but thats not something you can do because you have failed to refund my card you took my Hot dollars away and told me he would refund my original payment method and I have yet to receive the refund you keep telling me to call my bank and my bank tells me the same thing that they post it when they receive it and you have not sent it over Claim # *********** tinerary **********

  Business Response

  Date: 07/13/2022

  July 12, 2022
  
  *************************
  9353 ********
  ******, ** 85710
  
  Re: BBB Case Number 17532723.
  
  Dear ****,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding a pending refund.
  
  We understand you are dissatisfied with your recent hotel booking as you have not received your refund of $****** to your credit card.
  
  Upon review, we confirm you had contacted Hotwire ************* via phone and social media multiple times regarding this matter. We reviewed what was said, and it looks our customer care representatives provided you with the correct answer that the manual refund request for $****** has been submitted to Hotwire finance team on July 5,2022. We identified that the refund has been forwarded to your financial institution on July 8,2022, and you confirmed that the amount of ****** has already been posted to your bank account on July 10, 2022, when you reached out to us via our social platform - Facebook. 
  
  We appreciate your business and thank you for choosing Hotwire!
  
  Best Regards,
  
  Jhona A.
  ************* ****************************************************

• Initial Complaint

  Date:07/06/2022

  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.

  A reservation was placed on hotwire travel, itinerary number **************.my husband and I checked in at 11:30 pm at night. When we went to our room located on the 5th floor, there was a bug on the sheets. I reached out to the agent on duty and advised we wanted to check out. She then stated there was no more room, she then found a room located on 1st, floor being room 104. That room was also dirty and filthy as well. I then reached out to hotwire who informed me it would be documented, and then transferred to the relocation department. However it was too late to obtain another location due to it being after 12:30 in the morning. I requested a refund. today i reached out to hotwire and conference a call with the general manager ********** who then hung up and lied that we stayed there all 4 nights. When I checked into a airbnb at 7/2/2022 with cameras of our checking and documenting our movements for those days until 7/5. I want a refund. I want to file a complaint also against choice hotel as well.

• Initial Complaint

  Date:07/06/2022

  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.

  On June 18, 2022, I booked a car with Hotwire.com for July 2-July 3 confirmation # K1621441042 to be picked up at Hertz located at ***********. The price quoted to me was $329.61. On the morning of July 2nd, I arrived at the pickup location at *********** only to be told, the area I was trying to enter was a restricted area only for pilots. I was confused and explained that I had a reservation and was there to pick up a car. I then went to the Hertz counter where they saw the reservation however could not honor it because it was a "pilot only special rate" . I, as the consumer simply entered in the date and type of vehicle I wanted on the website. I had no idea about anything else nor was I asked any question or asked to provide a code to receive this rate. In trying to contact customer service, there was a message on the app that said customer service was not available via phone so I had to message back and forth with customer service while in the ************ to try and get it rectified. The person I was speaking to seemed just as confused as I was about the situation. She quoted the pickup location to me again as if to state I was mistaken. In her quoting the location to me, the location included the words "for netjets use only" I googled this term and apparently it is a group of pilots. I asked the customer service if she could cancel the reservation and rebook at the correct *********** location (which is what the hertz agent instructed me to ask) to which she did not do and as a result I had to end up paying over $200 more than quoted. My rental came up to $559 as opposed to the $329 I booked it for. I was the only one penalized for a mistake that was not mine.

  Business Response

  Date: 07/13/2022

  July 13, 2022
  
  ******* Dash
  245 **************** Apt 8D
  Brooklyn, ** 11207
  
  Re: Case Number ********, Hotwire Itinerary Number 4270113104 
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Standard Rate car reservation with Hertz.
  
  We understand you are requesting for a credit because the original rate was not honored as you claim that it was a special rate for pilots.
  
  We apologize for any confusion caused by how the ******** Service agent handled the concern on July 2. To rectify the issue, we coordinated with Hertz and they clarified that the location services all types of renters, not just for pilots. The agency's representatives also confirmed the base rate change due to early return. As a remedy, Hertz adjusted the **** and will issue a refund of $221.71 in 5-7 business days back to the card you provided at the location. 
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best Regards,
  
  ************
  ******** Care Relations
  ********************** Corporate Office

  Customer Answer

  Date: 07/13/2022

  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,
  
  ******* Dash