Hotwire Corporate Office Headquarters

85 comments
Hotwire Corporate Office Headquarters 
333 Market St., Ste. 100
San Francisco, CA 94105 USA
Corporate Phone Number: 1-415-343-8400
Fax Number: 1-415-343-8401
International Customer Service: 1-417-520-1680
Customer Service Number: 1-866-468-9473




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85 comments:

  1. I hope your wires burn up... Bad choice to pick a side on any political issue, every issue has two side, with customers on both side.... Npt wise....

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    1. Ramona
      Had the worst supervisor Dante Id 1894 just called the Staybridge to confirm what type of room i Had even though my emial stated no need to call hotel or HOTWIRE. Was advised that i am in a single bed suite, I advised I needed 2 beds since i am traveling with my brother in law. Desk person advised me to call HOTWIRE, i asked to speak to a supervisor cust service rep was so rude and not helpful...first supervisor Rochelle was not helpful just stated that the reservation could not be changed or refunded i asked to speak to her manager after a long hold Dontay Id 1894, he was rude and kept telling me nothing he could do for me i advised had i known prior IF i had booked for 4 people in the room i would have been assigned a room with 2 beds...since this was my 1st time booking i was not aware and it was a simple oversight on my part...most hotels give you the option of 1 king or 2 queens or 2 double beds. I could not believe that Dontay could not make a simple change to a different hotel ...i have traveled all around the world and have never encountered this type of treatment....I will NEVER book again...they listed as examples of the hotels they would choose from...Sheraton, Doubletree, Radisson, Holiday INN, Hyatt....these are hotels that i have stayed in and they all over 1 king or 2 beds...I was so shocked, i just wanted 2 beds didnt need a suite and a kitchen only 3 day conference will not be cooking. i asked dontay to speak to his manager her refused to give me a first name and said he was the top mananger...asked for corportate NUMBER he refused to give it to me and told me to get if off the interned...I researched and called corp in San Francisco closed at 1 AM only have a system to enter a name to get an extension. i hung yp and called back and got Rochelle supervisor and she advised that i need to enter dontays name and id..this does not make sense i was not going to give the info in his mailbox. I will call back tomorrow Rochele refused to give me Dontays mgr name due to security??? first name only??? i will call back again...at 9AM...side note i have worked in a call center as a supervisor for 6 years...this is the worst customer service and I KNOW things can be changed I did it for 6 yrs, circumstances and customer satisfaction requires it...It is sad that large CORP and MGRS like Dontay have no concern for the customers, and that he does not care that i will never do business with HOTWIRE and will mention this to everyone that is booking a trip...I also own my own International Homestay business and book international flights and hotels all over the US and abroad...just a few dollars differnce...i will spend the few extra dollars, so i wont be mislead to believe the accomodations i am going to be stuck with...lesson learned...Hopefully i will get better results in a few hours when i call corporate...but if Dante and ROchelle are examples of management and how they treat NEW customers I am concerned of how they choose to live by EXAMPLE...It was just an oversight not knowing that i should have booked 4 in the room...

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    2. I used to use hotwire often, Due to my morals and values I will never use them again. I have rights too. And one of them was not to have explain gay advertising to my 7yr old grandchild!

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    3. Omg my experience with hot wire was so horrible booked me at a hotel that had no rooms let and took my payment they booked me for another hi otel stating it was free 600 am i wake up another 150 taken off my card...

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  2. Although what Rush said was wrong, he apologized. But if Hotwire can't forgive him and continue advertising, then I will wait for them to do so before I use your services. And I will encourage all I know, to do the same.

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  3. Boycott Hotwire and those who dropped Rush.

    In the past I and my family tried to do business with sponsors of Rush Limbaugh to show our support of him. Now we will make it a point not to do business with the sponsors who bailed on Rush. Most of my crowd is saying the same thing.

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  4. As a Company your success is not based on public opinion but on public spending and as such one must be careful not to publicly expose your political standing by taking one side against the other but that is just what you did by pulling your ads from the Rush Limbaugh show. First of all I must say that I do not agree with the terminology that Rush used in discussing Ms. Flukes speech and I told him so but he is not the first person to use derogatory statements regarding women. I am sick and tired of the double standard that exists. If you are a Liberal then you can say whatever you want about whomever you want and it goes unnoticed but if your aren’t a Liberal and you do the same thing then Advertisers pull their ads. Why is that? Truth be told, if Companies pulled their ads every time someone said something that wasn’t up to their standards then there would be no ads and if there was fairness in doing this then that is how it should be right about now. Your actions have sent a message loud and clear to the American public and the results of those actions won’t be helpful in keeping your numbers in the black. When people listen to talk shows whether it be on the radio or on the Television they don’t always agree with what they hear but they continue to watch or listen and the fact that you pulled your ad won’t stop me or many other people from listening to Rush Limbaugh but it will stop me from purchasing your product and I’m not the only one. I am very disappointed in the stance you took. It’s your loss not mine!

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  5. You have the freedom to advertise with whom ever you please. Thankfully, I have the right to buy from whom ever I please. That will not be you. I assume you made your decision based on your stockholder's interest. If that proves to be a bad decision, you have only yourselves to blame. If it works out to your betterment then good for you. If any of you attempt to come back, I hope he does not accept you as advertisers. BTW, as a student of the EIB Institute for Advanced Learning...shouldn't I be entitled to free stuff from you advertisers? Some of your products, "as you know, can cost a woman over $3,000 during law school."

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  6. Thank you for dropping your adverting on Rush Limbaugh. I will support you. Thank you for supporting women! Keep it up! If you return to him you'll lose me for life though. This is a War on women and I plan on keeping my convictions!

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  7. Thank you for dropping your adverting on Rush Limbaugh. I will support you. Thank you for supporting women! Keep it up! If you return to him you'll lose me for life though. This is a War on women and I plan on keeping my convictions!

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  8. I have only used Hotwire once and it will be the last time. I was scheduled invasive surgery after purchasing my ticket, I called Hotwire to see about getting an earlier flight out, I sent them all the paperwork they requested and they said no - w\o explanation - but they were willing to go against one of their policies that states no refunds ----each person that I spoke with at HW was a butthole - called corporate and stayed on hold forever...I will never do business with HW again and I will/am advising everyone that I know to follow suit.

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  9. hotwire is awful we never even got to book our flight the took 1100 dollars out of our account had to call four times just to get a supervisor named taylor who was no help we were on the phone for over an hour the fist lady said she would get a supervisor and then hung up the second guy said he would talk to the bank his name was rusty he hung up when the bank got on the phone he said he would call back if the call was lost and he never did the third time we called we told the woman first off we wanted a supervisor and she wouldn't stop trying to find out our name which there was no point for her to know we just wanted a supervisor after being on the phone with these idiots in india the supervisor named taylor employee number A189 if that was even true told use he is as high up as we could get because he was also no help to us and very rude he did not tell me about this website or even that there was a corporate office in san diego he made it sound like he was the head honcho this was an awful experience for the last hour and a half they were no help so we got charged a shit load of money just to have to wait up to 72 hours to get it back and they want us to rebook then.. absolutely AWFUL customer service

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  10. I will never book a trip with Hotwire.

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  11. I have booked several times with Hotwire, but, my last transaction was a failure due to a problem with Hotwire. I then found they have zero customer service! They are terrible--avoid them at all cost! Never again will I use Hotwire. With such terrible customer service I do not know how they can stay in business. Their only hope is that nothing goes wrong because if it does their customer will find the Company's service to correct any problem does not exist.

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    1. Hotwire "24 hour free guarantee" is a FRAUD! The robo-call answer machine refused to take my entries, and noone picked up when I tried that during the first 24 hours. My 94 y/o mother had a health problem. I wrote customer service 3 times that day explaining my efforts to get through to someone. I was sent new numbers each time, but the same thing as above. As soon as the 24 hours were up, I was sent a number where a human being answered and said it was too late, which is what his supervisor finally came on the line to tell me as well. At over two hours of waiting, that supervisor's supervisor never came on the line. FRAUD! Needless to say, I also will NEVER use Hotwire again, nor will my friends.

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    2. The "24 hour guaranteed cancellation" policy is a FRAUD.

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  12. HOTWIRE IS HORRIBLE!!!! FIRST AND LAST TIME EVER!!!!! Absolute worst customer service ever, Rachel ID#1288 thought she was the head of the company...no-one was above her. We had an airconditioning problem at our apt and my special needs son doen't need to be in 108 degree weather. (California) Within 10 minutes of booking a room the airconditioning company said they would be out that day. I immediately called the customer service (to try to ask for some type of compensation with this booking) and was told that my son's health issues do not warrant a refund!!!!??? What the ****is this, what happened to pleasing the customer????

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  13. Like most of corporate America, this company is all about profit, NOT customer service or customer satisfaction. If you think that hotwire is giving its customers the best deal, you're wrong. And if you have enough patience to hold for a customer service rep (40 minutes), all you get is a drone offering empty apologies. That's no way to build a satisfied customer base. Guess their profit is built on the "one and done" business model.

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  14. Hotwire is unfair and sneeky! I book a car rental for a few days cause my car was at the shop being fixed when i called to cancel my rental thinking i was going to get a refund, to my surprise as the rep processed to tell me that everyone would get paid and I wouldnt get and service rendered to me. Hotwire took $150.00 and is doing NOTHING to try and help me out with either getting a refund or the rental car, they said its something called a hotdeal which wasn't disclosed anywhere at the time of purchase. They are theives and I will make sure everyone I know doesn't use them.

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  15. Does anyone know if a lawyer would help. Because of Hotwire I missed my flight and won't be getting a refund. They said I have no proof they were wrong. Any help would be appreciated

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  16. TERRIBLE CUSTOMER SERVICE, WILL NEVER USE THEM AGAIN.THEY BOOKED AN AM FLIGHT IN THE PM . I SEE I AM NOT THE ONLY PERSON THAT IS DISSATISFIED CUSTOMER.WOULD NOT ADMIT TO THEIR MISTAKE. THEY WANTED ME TO PAY 600.00 MORE FOR THEIR MISTAKE.YES THEY HAVE EMPTY APOLOGIES.AND I MIGHT MISS MY GRANDSONS BIRTHDAY HE IS AUTISTIC. I SURE HIS HEART WILL BE BROKEN ALONG WITH MINE. NEVER AGAIN.

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  17. must be something wrong with Hotwire there is not one positive blog .looks pretty bad on Hot wires behalf.

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  18. PISSED OFF LAST TIME CUSTOMER OF HOTWIRE!October 25, 2012 at 5:51 PM

    I JUST HAD THE SAME ISSUE HOTWIRE ALSO SENT ME THE REQUIREMENTS FOR A REFUND WHICH THEY DENIED THAT SAME DAY AND O NEVER BOTHERED TO CALL ME OR EVEN SEND A COURTESY EMAIL, IT SAYS IT TAKES 7-140 DAYSA TO REVIEW YET IT TOOK THEM A COUPLE HOURS TO UPDATE MY ACCOUNT DENIED UN VERIFIABLE, I CALLED MY DOCS AND THEY ADVISED ME NO ONE EVEN CALLED ON BEHALF OF HOTWIRE, I CALLED THE CUSTOMER CARE THEY WERE RUDE AS HELL DDNT WANT TO GIVE ANY INFO THE ON TOP OF THAT TOLD ME IF I WANTED TO USE THEM AGIAN ID HAVE TO PAY 300$ TOP CHANGE THE DATE, I WAS TRAVELING FOR CHRISTMAS BUT BOUGHT TICKETS IN OCT THEY GAVE ME FROM OCT TO OCT TO USE THE TICKETS! I WILL NEVER USE THEM AGAIN AND MY ATTORNEY WILL BE IN CONTACT I THINK A CLASS- A SUIT IS NEAR TO THIS COMAPNY!

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  19. I will never use Hotwire again.

    They do not take any responsibility for any of the listed amenities from their vendors.

    All they can say is" I am sorry" and read the small print.
    Supervisor David , in the Midwest, stated that he has been in the job "long enough" when aked how long he had been with the Company.

    Let me know about any Classaction suits against this outfit.

    Al

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    1. Al, when you make a statement like that, it implies that is a 100%, all the time situation. There are certain amenities that are guaranteed and then there are some that some travelers expect and they aren't in every hotel. I would love to hear what amenities weren't available for your trip...

      As for how long an individual has been at a company, what difference does that make? There are some associates that get it from training class and some get it after years of practice. If you had solid information that could actual prove that you were right, I believe your reservation would have been moved. Unless you were rude and then I simply say, you get farther with sugar than lemons. Just saying..

      As for class action lawsuits, you may have to look harder since you are being lazy and requesting others to do your work for you by telling you about these lawsuits. Sounds like you rely on others to make you happy.. Maybe that is what happened here actually...

      Unfortunately, I can't sign this way so I will be more than happy to leave my email as omle425@gmail.com if you are able or willing to respond.

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  20. Hotwire made reservations for my wife and me for the Hyatt Regency in Tulsa, OK. The Hyatt over booked and cancelled the reservations of Hotwire customers. Hotwire insists they left me phone messages advising me of the cancellation but I have not received the phone messages. Friends had booked the same hotel off our reservation and they called me to find out what was going on because they did receive a call from Hotwire. That is how I found out we were cancelled. When I called Hotwire to get their assistance with re-booking, the only option they gave me was a refund and to rebook a lesser hotel, farther away from where we need to stay, and for more money than they sold us the original room. I escalated the call to the call center manager (Rachelle, not sure of spelling) who basically said that they could give me a $25 coupon for the problem. That won't even cover the additional cost of the room they offered and the inconvenience of the added distance to downtown Tulsa. When I asked how to escalate to corporate she said it couldn't be done. I called the corporate number 1-415-343-8400 and no one answers. When you push the number to leave a message it cancels the call.

    Hotwire and Hyatt are responsible for their over-booking and should work to make comparable arrangements for the cancelled customers. We have since made other arrangements but Hotwire's attitude is that they have no responsibility to assist the customer when the customer is cancelled through no fault of the customer. That says a lot to me about Hotwire Customer Service's opinion of their brand... that they don't care if the customer has to pay more, for lesser product than the customer had originally purchased, when Hotwire doesn't deliver the sold product.

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  21. HOTWIRE ARE CROOKS PLEASE DO NOT GIVE THEM YOUR CREDUT CARD NUMBER THEY WILL CHARGE WITHOUT YOUR PERMISSION

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  22. I will never use Hotwire again. Our hotel (Howard Johnson) in Newark, was the filthiest place I have ever stayed in. It was on Dec. 31 and it was COLD. The sheets had not been changed, the blankets were thin, and when we asked for another one, we were given a beach towel, the tv was old,did not work, the bathroom dirty, and in the space of five minutes my grandson counted five bugs. We slept in our clothes (including our coats and shoes. I would not let my family take a shower or even brush their teeth. We left at 6 a.m. the following morning. And to top it off, as we were pulling out of the parking lot, I noticed a sign stating their price and it was $12 lower than the price we paid on Hotwire. Thankfully we were only there for ten hours, but it was truly a nightmare.

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  23. I have never posted a review like this before. We had a hotel booked for 2 nights. Discovered our son needed a liver transplant ASAP and asked HW for a refund due to this unforeseen medical situation. I sent them the documentation requested and they finally e-mailed and said no because I can't prove the surgery overlaps with the travel dates. IT'S A TRANSPLANT FOR PETE'S SAKE! GOTTA WAIT FOR SOMEONE TO DIE TO GET THE LIVER. CAN'T SCHEDULE IT!

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  24. I recently purchased a flight through hotwire to from Pensacola fla to Dallas for my sister... her scheduled flight was cancelled by delta airlinestried and delta tried to give her a later flight which did not coincide with our plans.. I asked delta if she can get an earlier flight instead of the later flight and was told no.. so Delta just refunded me my money back but since I went through hotwire to purchase the tickets hotwire would be the ones to refund. Me which they have not done nor do they seem aa if they want .. I keep getting the run around about research dept looking into it... What is there to research when hotwire sent me an email informing me that my itinerary had been changed

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  25. I am living my nightmare as I speak to you today 4-11-2012. I booked a car reservation with hotwire back in February to ensure I got a good rate and to make sure all was in place for my pending trip to Huntsville, Alabama in April 7-20, 2013. Well I was getting excited about my excursion from Huntsville, to Atlanta, Georgia so I reviewed my car reservation and found that (1) no car rental facilities for Alamo in the city and the airport location is 30 miles out from the city. I have no way to get from my hotel to Huntsville airport other than having a shuttle to pick me up for $29.00 each way. So I thought I would contact Hotwire to see if they could give me a credit for the rental or transfer my reservation to Enterprise Car Rental as they do have an office in the city of Huntsville. Long story short, Hotwire unfriendly representative Andrea told me repeatedly the standard pre-rehearsed response of “we provide the lowest rate and that it would not be possible to accommodate my request etc. etc. I asked to speak to a supervisor thinking she could better understand and to ensure the customer received good customer service and exception could be made on my behalf. WEll, guess again she was a duplicate robot (Amanda) and repeated or should I say supported Andrea in her mistreatment of a customer. WOW!! really. I asked for the number to corporate office and was told that she was not authorized to give me their number. I informed her that I would look it up via the internet and make a formal complaint. Which I have been attempting to do for over an hour. The phone numbers just ring and no one picks up. Unbelievable. I will be telling all my family and friends whatever you do DO NOT make a reservation using HOTWIRE and NEVER NEVER ever prepaid for reservation. Money is their GOD NOT good customer service. Wanda of California

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  26. Hotwire is a cheat. The hotel did not honor the reservation and still hot wire did not refund my money. I am taking them to the court.

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  27. This has got to be the worst company I've ever dealt with. Terrible customer service!! I booked a room for 3 people and they put me in a room with a bed and a pull out couch!! Needless to say I had to fight to get a refund. I've been waiting two months tho and still no refund!! I keep calling them and they say it's been issued on their end! So I've just put in a fraud complaint with my back to get my money back!!! I don't know how this company is still in business!!!!

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  28. i booked thru HOTWIRE'S HOT FARE FLIGHTS, FIRST AND LAST TIME!! DUE TO A FAMILY EMERGENCY I WAS UNABLE TO GO, NOW THEY AND BILL ME LATER TOLD ME THERE NOTHING THEY CAN DO.400.00!

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    1. Don't book a hot rate that you must click on a box that states you accept the terms that state the ticket is non changeable, non refundable. You are getting a great rate due to those rules. Sucks you don't understand English.

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  29. Same here on the flight .. I booked a flight to leave out of where I am living now , but I had a job change and need to move up north before my flight. Well I have emailed and called with my situation and they keep on giving me the same story . IT'S A HOTWIRE DEAL AND THERE IS NO CHANGEING OR REFUNDS WHAT SO EVER!!! . To bad for me!! So I just don't work or loss 400.00 !! I have been traveling for many years with many different airlines, and I never have been told that you couldn't change a flight. I know that there may be a fee and I would pay it but they will not work with me at ALL!! I will never deal with this so called company again and will tell everyone I know not to do business with them !!

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    1. Don't book a hot rate that you must click on a box that states you accept the terms that state the ticket is non changeable, non refundable. You are getting a great rate due to those rules. Sucks you don't understand English.

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    2. Hey Dave, I read English and I also have a Masters Degree with a 3.83 GPA, have my own company and have the respect of many, many people. The reason being I am honest and forth right. I don't use deceptive business practices to gain money. However, Hotwire does and they hide behind "Anonymous" postings and fake customer service names. There is no accountability for their bad business practices except for "venting" sites such as these. Clicking that you "except terms and conditions" implies trust that you're getting what they state you are getting. Based on all of these poor peoples complaints are you honestly going to say each and everyone one of these people is at fault? Maybe you should do a little research on the company you so vehemently protect or can't you read English???

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  30. Hyman Schirtzer 941-927-1062October 17, 2013 at 2:00 PM

    Hotwire.com is a deceiving and manipulative operation.
    I booked a San Diego ,CA hotel they presented as their save up to 45% Non Cancelable Secret Hot Rate of $91,12 ($72 + 19.12 tax & fees) which turned out to be a Travelodge.
    BIG DEAL! The rate for this Reservation directly from the hotel is $92.39 ($82 + 8.39 tax) Cancelable.
    So I saved $1.27 and lost my cancel privilege and points. Also, Travelodge is hardly in the class of the Comfort Inn , Best Western and Ramada you used in your comparisons.
    When I called the Company service line several times I got a run around and transferred to another department which didn't answer or disconnected me.
    Finally when I got through to the customer service representative, she tried to justify my savings by copareing the base rates which were $10 less with them $74 verses $84. However, when I pointed out they were charging $17.12 tax & charges versus the $8.39 from Travelodge which wiped out her savings, she refused to acknowledge the validity of this final effect. When I proposed to her the absurdity of not counting all charges to arrive at a valid comparison, she hung up on me.
    941-927-1062

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  31. Recently I rented a car through Hotwire and also bought the insurance they recommended for a "full coverage-no deductible" of any and all damages to the vehicle. When I got to the counter of the car rental desk they told me they do not honor the Hotwire Insurance and I would personally be subject to all damages done to the vehicle unless I bought their insurance. Did Hotwire lie to me or was the car rental (Alamo Car Rental) extorting me for their insurance? What will Attorney General do, the BBB do, the Consumers Protection department do?

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  32. I wish I had read these posts before using Hotwire. Allison #54599 was the supervisor with whom I had the pleasure to discuss Hotwire's idea of a "Deep Discount". All they do is parrot policies designed to frustrate and obfuscate. What a dishonest company. Shame on them!

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    1. They parrot because people don't listen. Nor do they try to understand where they could be wrong too. Just sayin...

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    2. Dave, you must work for the company because you seem to be the same inconsiderate ass as the Hotwire customer SUPPORT team.

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  33. In my opinion deception and corporate greed is "Hotwires" mission statement !!

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  34. My first time booking a hotel through Hotwire seemed like a seamless transaction. It wasn't until after did I realize that the representative failed to clarify or confirm that my transaction was being completed in USD funds even though I gave her a reference number for a search I had completed online in CAD funds for a Canadian hotel. I called the customer service line to potentially receive a refund for the difference in currency conversion or even a credit. Both Justin and his supervisor Rochelle refused to help me in any regard and simply blamed me for not specifying the currency during the booking. No empathy, no willingness to compensate, and no resolution.

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    1. If it was important enought to complain about, don't you think you should have specified on its importance. You probably wouldn't have had an issue.. And it also makes me laugh because I'm sure you weren't complaining because it was less than it was online. I know if I was booking something online and had to call I would ask, "Why is it cheaper calling in? Are you sure you have the right one?" Just saying...

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  35. Shame on you Hotwire. Your customer service team leaves much to be desired and sadly are useless. I encourage those who read through this entire page of complaints to post on the BBB and other social media sites in an effort to get the word out and protect would be consumers of this company. Also unfortunate that there is not an option to leave an email or phone number for call back. Clearly Hotwire is not interested in customer satisfaction.

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  36. Hotwire.com is a shady business. I just booked a 2.5 star hotel for a wedding-turned out to be the Best Western. Within 2 minutes, I was looking for a flight and hotel package for the same wedding from my parents. I was surprised to see the Best Western listed as only a 2 star hotel when I went through Hotwire's vacation package section. I took a screen shot and sent it to them. I just wanted a refund or to be upgraded to a real 2.5 star. Their response: "Regardless of a hotel's star rating, Hotwire promises you will stay with one of our trusted hotel partners in a clean room in working order".

    I'm sorry-isn't the whole point of hotwire to pick a hotel based on star rating alone? I don't care if you trust it will be in clean working order, I bought a hotel based on a rating. That rating is not consistent across the Hotwire website.

    Called customer service-was told that the Vacation section of Hotwire is run by Expedia (which owns Hotwire so ratings should be the same anyway). So even though the website has the Hotwire logo blazed across the top of the screen, they will not take responsibility for the discrepancy in the star rating.

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  37. Just had the worst experince with their customer servoce manager Kristy..booked a room and it is also a 1 bed room at an extened stay with 2 people traveling....they can do nothing about it. they offered me 10 hotcash tp use another booking as if i would book again with them...when i asked for corporate office phone number i was told by her they did not have a number? Do i sound like i am an idiot? Found the corporate phone number within 5 seconds on the internet. i will be calling corporate.

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    1. Did they laugh at you too? Like I am?? Because you booked a reservation that was either A) a reservation that you knew what the hotel was going to be and you chose the wrong room or B) you chose a hot rate because you wanted to save money and didn't read the terms of use that state there isn't a guarantee of bed type but that the room will sleep the number of people traveling (most likely option btw). So why should a company pay for 2 rooms when you couldn't understand the terms of use and clicked on a box that you acknowledge reading and accepting them?? Sounds like you are an idiot!!

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    2. Dave, You sound like a idiot! Does making people more pissed off make you sleep better at night? Does being an inconsiderate ass make you feel better about yourself? Heres a tip for you, if you don't have something nice to say don't say shit at all because you are just making yourself look like a dick.

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  38. First, I do not like using customer service because of the popularity of outsourcing call centers to non English speaking countries; there is always a communication problem for me. In May, after around three days of trying to book a very complicated route to London Gatwick, and having the Hotwire website crash numerous times; I broke down and called customer service for help. Surprise, surprise; I got a call center in the Philippines. The girl kept trying to book a route I did not want; I had already worked the route out online; to make matters worse, she did not understand most of what I was saying. She also kept trying to book my only night in a hotel at a hotel miles away from the one I told her I wanted. After almost 45 minutes of frustration and arguing, I started to ask what I felt were specific questions; she hung up on me. I called back, after several minutes in a hold pattern, I got a rep that sounded like the one I just talked to. She kept saying she couldn't hear me. I kept changing handsets to no avail; she then put the phone down on me. I called again and was told that if I kept calling, that it was like roulette, sometimes I would get the Philippines, or there was a chance I would get America, I hung up and called again. The fourth time I got a male rep who told me that Hotwire did not have a customer service call center in America. I was so frustrated at the lousy service and constant lies I got that I immediately asked to speak to his supervisor. I explained what had happened and to make a long story short, ended up not booking through Hotwire. I waited till the next day to calm down and booked successfully through another site. I cannot understand how a huge company can get away with such dismal service. I had great luck with Hotwire the previous year booking the same trip; but their call center leaves a lot to be desired. If they have to outsource their call centers; I suggest they homeshore those jobs to people that work from their own homes in the USA; not to foreign countries that cannot or do not want to speak English. I doubt if this complaint will ruffle any of the fat cats in corporate; but it could save someone else the frustrations I have suffered.

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  39. HOTWIRE is the most dishonest, scummy, piece of garbage company I have ever had the displeasure to work with. AVOID THEM LIKE THE BUBONIC PLAGUE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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  40. HOT-WIRE IS COMPLETE GARBAGE, AVOID BOOKING WITH these thieves!!! they had the nerve to book a hotel for me and after the hotel was revealed it was more expensive than the actual hotel website, was transferred to 2 morons ashley and william who both claimed to be supervisors but were unable to do anything to help and refused to let me speak to a manager this company is trash and i hope they go out of business soon

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  41. I booked with Hotwire over a week ago. I thought everything was okay. It looked like they booked me at a nice hotel but to my suprise when I got to the hotel it had a huge condemed sign on the front. In all my years I have never been sent to a condemed hotel. When I called customer service they were rude . They could not offer me any other option besides spend more money and go to a different hotel. They advised they would send the info to their" reasearch department". I have called several times since then and still no refund. They are rude and refused to put a supervisor on the ph. When I asked for the corporate number they advised they didn't have it. I am going to call corporate in the morning and if I get no service I will call my lawyer. They can't steal peoples money like this. I refuse to let this go.

    ReplyDelete
  42. I have found out that your company teaches their customer service to go after the almighty dollar. My daughter and I were on the phone booking our third reservation today and was told that you guys price match with Priceline We had found a booking on express deals at a cheaper rate. We would have not booked the third reservation if we knew you didn't price match.

    I suggest you train your agents better. Just getting someone to handle the problem is another problem

    ReplyDelete
  43. I booked a dream vacation in Mexico through Hotwire in September 2014 for January 2015...Up until the week before we left we were receiving...have a great trip...want to add a car...want to stay an extra day...messages from Hotwire... A week before our scheduled departure I contacted the Westin Resort to secure transportation from the airport to the resort...ONLY...then was I advised that the Westin had suffered extreme hurricane damage and was closed for the next 6 months until June 2016... Hotwire states..."no need to contact the hotel..you are booked" If not for my phone call to the Westin IWe would have been sleeping on the beach with no accommodation....I want answers... this is nonsense!

    Steven Frost
    Hotwire Itinerary: 5199071038

    ReplyDelete
  44. To whom It may concern. I am sending this e mail asking for my FULL refund from this vacation from hell. I paid the total of 957.80 for a package Room ,Car Rental, and Air fare. I arrived in Atlanta 2/20/15 and went to pick up my rental car I was told that all that was avaible was a van so I had to pay cash for the rental upgrade for the van plus extra Coming out of the pocket 722.00. I asked the young man at the desk what happened to the money I already paid for through Hot wire and he told me I only paid to hold the car. so that was a addition to the 957.80. I went to check into my room at the Westin hotel Atlanta airport checked in the room and it smelled so bad in the room like mildew and mold, I asked to be placed in another room and ended up going to 4 different rooms and they all smelled bad I called Hot Wire and told them I was displeased with the hotel and asked to move to another one I was then moved to the embassy suites I had to pay a additional fee of 128.16 for the move and room upgrade I go to check in and the front desk asked me was I aware that they were under reconstruction I was not aware because Hot Wire did NOT inform me, I called back to be moved again and was told by customer service that hotwire wouldn't be responsible if I moved again and would have to make my own accommodations for the trip so I was forced to stay there. I had to tolerate not only noise from 6am-6pm but had to endure the dust, lack of working amenities, and spending my vacation in what looked to be a construction site. The front desk did what they could to accommodate myself and my guest but I was still very disappointed. I will enclose both still shots of the hotel and also live video. I want ALL my money back or room credit, rental car credit, and flight credit. This was the WORST experience I have ever had by far.

    ReplyDelete
  45. ALL I CAN SAY - FILE WITH BBB- IT IS RIDICULOUS THEY ARE UNCUSTOMER FRIENDLY. THE PLACE YOU ON HOLD FOR LONG MINUTES AT A TIME HOPING YOU WILL HANG UP! I PROCESSED FOR A RENTAL CAR AND BY THE TIME IT WAS PROCESSED TIMES WERE MODIFIED SO I CALLED TO GET THEM TO MAKE A SIMPLE FIX AND MODIFY, THEY WANTED TO BILL ME A DIFFERENT AMOUNT! UNBELIEVEABLE- NEEDLESS TO SAY I'M STILL ON HOLD FOR A SIMPLE FIX to pick up car at original requested time!

    ReplyDelete
  46. Hot wire is a peace of shit and my lawyer is already all on top of it so I hope they can back it up all they had to do was give me my $120 dollars back for booking a false hotel room and they keep hanging up in my face do not book with them its a scam!!! get a lawyer!!

    ReplyDelete
    Replies
    1. I spent 3 hours trying to have my booking error (Hotwire booked a room with 1 bed for 4 people) corrected. I spoke to 8 different people at Hotwire. Twice, I thought I had finally come to the point it was corrected but then, I would mysteriously be disconnected and although they had my phone number no one ever called back. So, then I started emailing them. Yes, they admitted they saw the problem but kept saying I needed to call them to correct the error. 5 times I emailed them explaining and reexplaining that calling was never going to work because I had already invested 3 hours on the phone with them and spoke with 8 different agents and that if it wasn't fixed by then it wasn't going to be accomplished by phone. I repeatedly said the same thing in different ways each time, hoping that they would some how start learning to read English during the process. This never happened. That is why I'm making this post and will re post it everywhere I can and then call the Better Business Bureau today.

      Delete
  47. I booked a room in San Diego CA for July 4 2015. Hotwire booked me in the Quality Inn in El Cajon. Reviews of one of the worst hotels around. Also did not mention clerk shot in robbery in Dec. When I found out where I was booked, I wanted a refund. Sorry no refunds. Well my next complaint will be with the state attorney general. BEWARE BEFORE USING HOTWIRE!!!!

    ReplyDelete
  48. Never use this company. I needed a hotel room and I booked it myself on line with Hotwire. I was supposed to receive my confirmation via text. Never received it, called Hotwire at least ten time, spoke to a supervisor (who you could not understand), was promised my charge would drop off in twenty four hours and to this date. I still have a pending charge on my credit card. Never use them. Terrible

    ReplyDelete
  49. WARNING hotwire does not deliver , keep your money and buy direct from the vendor NEVER go thru Hotwire you will live to regret it

    ReplyDelete
  50. I made a car booking on july 5th for three cars and was promised that if price was to go down before pick up on aug 18 that I would get that price called back when price went down and got someone who doesn't speak a word of English and put me on hold for 20 mins... then I get a supervisor after about 30 mins and she tells me they have to order the phone conversation to see what was said it takes 3 to 5 business days that they will get back to me...12 business days have gone by and I called back and again get someone who doesn't speak a word of English and puts me on hold,, after 14 mins this time he comes back and says he has to now order the phone call it will take him 3 to 5 business days,,, I have done business with hot wire for cars hotels and a cruise AND I WILL NEVER EVER USE THEM AGAIN... THE NEVER GO BY WHAT THEY SAY.. HOTWIRE IS FULL OF SHIT... YOU CALL CORPORATE AND NO ONE EVER ANSWERS THE PHONE

    ReplyDelete
  51. My message to Hotwire Customer Service: "I don't foresee using Hotwire again in the future. Reason? Because when I got to the airport last night to pickup a vehicle, the reservation had evidently, inadvertently been made for today as opposed to yesterday. A wrong click of a button that I did not catch - not uncommon these days when reservations and purchases are made on-line. The reservation was unable to be changed and I was left stranded, without a vehicle. Plus, I have to return to the car rental agency again today - which is about an 80 mile round trip from where I live. AND, the plans which I have for today have either been cancelled or delayed - because I don't have a vehicle. Super dissatisfied and frustrated and disheartened that your agency would have such a policy as this. SOMETIMES COMMON SENSE TRUMPS POLICY.. And, this is my measure of whether I choose to (continue) do business with a company and/or whether I would refer friends/family to a company to do business. DOES A COMPANY EMPOWER THEIR EMPLOYEES TO USE COMMON SENSE TO ACCOMMODATE THEIR CUSTOMERS? It is so very beneficial (all around) to the employee, the customer and the company to allow for common sense and a spirit of care and compassion to be at the core of the (customer) service experience. Since there was no common sense permitted in your customer service agents response - that "itineraries cannot be changed, refunded...." blah blah blah - I probably will not do business with you again in the future. And, depending upon you response - I will probably discourage my friends and family from using your company for their travel needs, also. It would have been more acceptable to me, if an attempt to accommodate the misunderstanding would have been made. There was not even an attempt. Only a verbatim statement from your CSR to me about your policy (obviously read word-for word to me with no thought or concern whatsoever about the predicament itself). Which, considering the business you're in - seems quite ridiculous, almost ludicrous, as travel plans frequently change, flights are delayed, emergencies occur. I would rate my experience very poor on the scale of customer satisfaction. I hope you will look at this issue as I feel that the lack of any effort on your part to at least attempt to accommodate the mix-up is unacceptable business practice. I understand that the final result may have been the same - but no effort at all on your part to help? Not anything I want to have to deal with in the future. On a side note - the reason I need to rent a vehicle involves a recent suicide in my family. You never know what someone is going through.

    Their response (why bother?) Thank you for contacting Hotwire Customer Care regarding your reservation with Alamo at the Pensacola International Airport, scheduled for pick up on September 16, 2015, Hotwire itinerary 4458626773. I would like to thank you for contacting us to express your concerns regarding your situation. Customer feedback is an important component in ensuring quality products and services at Hotwire.

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



    If we can be of further assistance, please feel free to reply to this email or call us directly at 1-866-HOTWIRE (468-9473). Thank you for choosing Hotwire.

    Sincerely,
    Antz A.
    Hotwire Customer Care


    Really? Customer Care? Don't insult my intelligence!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!11

    ReplyDelete
  52. Horrifice service cant get nobody on the phone when you think fraud has been committed they give you a number that nobody answers cant talk to nobody in corparte office they keep giving you numbers that nobody answers it's terriable to stranded and they charged my credit card for a room that I didn't even get a conformation number to and then they tell me to call risk mananagemnt that's closed cant get the until the next day and then they don't answer. the only advice I can give anybody is don't use no company that you cant get intouch with when there's a problem, will never elever use hotwire again these people charged my credit card and didn't get a room until I call risk management which nobody ever answers. i'm a senior citizen on a fix income and they just took 1000 dollars from me after telling me my credit card wasn't charged they just lied to beat me out of my money.

    ReplyDelete
  53. In have decided that as a company Hotwire sucks. You have no American call centers and the call center in Manila is useless. I called them back not 2 minutes after the hotel address came up (and I could tell was 16 miles from my destination) and asked could I cancel the reservation and rebook another one. I was informed sure I could if I let them debit my account again, which I did not have the money for. I kept asking to speak with a supervisor they keep me on the line for 2 hours. I tried the corporate number there was no one there. then the call center just told me they would call me back.

    ReplyDelete
  54. When the website is not working correctly, it just gives an error message. No help from Manila help(?) center. I have been a LT customer of Hotwire in the past. Wasted an hour talking to people that are not even in the loop with Hotwire management or their processes. Hotwire needs specific messages on the website page to inform customers the actual issue when transactions do not complete instead of a note indicating error. When a North American company transfers all customer contacts to a foreign communication source, business models and customers soon evaporate.

    ReplyDelete
  55. Hotwire, you are awfull to use! You cancelled my reservation without telling me. You refuse to give people's names of who you're talking to. You say you'll call back and you never do. You caused our family embarrassment and to pay higher rates. You caused a family with three children under 3 yrs old to have no place to stay because you cancelled our reservation! You are so awfully awful I can't see why anyone would use you more than once -- I'm much smarter now!!!! Your whole company is a fraud. No one answers from your corporation, you just keep saying, "We are not able to help you right now." then return me to the customer service line. They are not able to help me and keep saying different things each time I call them. You must be a very fraudulant company. PLEASE PEOPLE, DO NOT USE HOTWIRE TO BOOK RESERVATIONS. The people on the customer service number don't have any clue as to why they cancelled my reservations. They keep saying that my situation is being reviewed and I will receive a response from the review committee. I doubt I'll ever hear from them. You are not trust worthy, you are not following your own policies (you say we can't cancel a reservation, yet you cancelled mine.), you don't follow up, you cancelled my reservation without any excuse and didn't tell us about it. I am very uset and angry that you tried to spoil our Thanksgiving visit from our children. I will never ever in a million years use you again.

    ReplyDelete
  56. ABSOLUTELY THE WORST CUSTOMER SERVICE I HAVE EVER RECEIVED. I HAVE BEEN A LONG STANDING CUSTOMER WITH WELL OVER 100 TRIPS/CARS/HOTELS BOOKED ON YOUR SITE. AND NOW I CAN'T EVEN GET SOMEONE TO RESPOND TO MY EMAILS/CALLS. YOU SHOULD NOT BE IN BUSINESS... I'LL EXACT WHATEVER DAMAGE I CAN THROUGH SOCIAL MEDIA AND REVIEWS. IF ANY CUSTOMER READS THIS AND WOULD LIKE TO JOIN IN MY EFFORTS PLEASE EMAIL ME AT BETTERCOOLERS@GMAIL.COM WITH YOUR CONTACT INFO.

    ReplyDelete
  57. I called in spoke with representative shui I told I wanted to book the three+ star hot deal but it didn't cone with breakfast. Hee looked and told me that he had a the+ hot deal that came shrub breakfast and I.gave my billing info and he said the hotel was called the ayres hotel and suites. I then asked for the address. I was told I would recieve the hotel info by email. When I hit itinerary out was for a dump called ontario grand hotel and suites. I walked in then out without even going to the desk, called customer service to get a transfer of refund. Told her that there's was no way this was a 3-star hotel. She would fyi NOTHING! When I went in again the could standing next Thu nd droid they paid half of what I paid as a hOt deal and the getting desk guy said they were only a 2-star hotel. I then called cusTomer service again and had to fight to get my refund. I did calm Bach again to point out that they charged me more than the reg search rate for that hotel and basically fd up and booked the sting place. They refused to rebook the ayres so I booked it in kyak myself for the reef search price which was 10 more than Howie charged nd for the dump they sent me to. Btw time Azure (ayrez) hotel. Just wonderful and a great place to stay. As she Hotwire, they need new customer service people. For then and get outside who have some people skills and want to satisfy there customers. I will post my story on. All travel nurse web sites. Lot of lost business as we stay in hotels frequently!!!!!

    ReplyDelete
    Replies
    1. Update I had a lot if typos basicly hotwire booked wrong hotel. A dump at a much higher price than it would have costed. Gave me a run around to get my money and never acknowledged they messed uo. I askex ti be rebooked at tge ayres as that was where I was told I would be. Tgey refused. I booked it tge same night after thorough kyak. Ayres (azure) hotel was a great hotels. NEVER will I use,hotwire again. Tgey don't give a shit about customer service!!!!!!!

      Delete
  58. I booked a hotel for March 16, 2016 through March 21,2016 in Atlanta,Ga. I had an emergency, my 96year old mother fell and broke a pelvic bone in addition having been diagnosed with a terminal illness. I took the earliest flight to Florida where she lived with my sister. She was admitted to Ocala Regional Hospital on March 15th,2016, due to her age, surgery couldn't be done. On the 19th of March, Hospice took her from hospital to her home in Florida, living with my sister. I stayed with my mother until her death on April 2, 2016. I have sent hospital data, date admitted and discharged, letter from hospice asking for consideration from Hotwire to return my hotel cost of $368 due to my emergency situation. Hotwire has declined a refund after endless documentation was submitted that I could obtain. Hotwire representative told me that my bad review would not hurt hotwire. I was on hold for 30 minutes trying to talk to a supervisor. I gave up holding as I'm sure that was the plan.I will continue to pursue my refund. If a death certificate will be enough to prove my emergency, I can provide one. Very stressed and disappointed. Linda LaManna

    ReplyDelete
  59. I booked a hotel for March 16, 2016 through March 21,2016 in Atlanta,Ga. I had an emergency, my 96year old mother fell and broke a pelvic bone in addition having been diagnosed with a terminal illness. I took the earliest flight to Florida where she lived with my sister. She was admitted to Ocala Regional Hospital on March 15th,2016, due to her age, surgery couldn't be done. On the 19th of March, Hospice took her from hospital to her home in Florida, living with my sister. I stayed with my mother until her death on April 2, 2016. I have sent hospital data, date admitted and discharged, letter from hospice asking for consideration from Hotwire to return my hotel cost of $368 due to my emergency situation. Hotwire has declined a refund after endless documentation was submitted that I could obtain. Hotwire representative told me that my bad review would not hurt hotwire. I was on hold for 30 minutes trying to talk to a supervisor. I gave up holding as I'm sure that was the plan.I will continue to pursue my refund. If a death certificate will be enough to prove my emergency, I can provide one. Very stressed and disappointed. Linda LaManna

    ReplyDelete
  60. Hotwire is a nightmare. I cancelled my vacation within the 24 hours. They have jerked me around about refunding my money. I received an email from a supervisor stating my money would be returned in full. The customer service is somewhere out of the U.S.A. and they will put you on hold for 30-60 min.,sometimes never com back to the phone. I have wasted a least 4-5 hours total trying to talk to these people and get my money. They absolutely NO RESPECT OR PROFESSIONALISM. A bunch of rude idiots !!

    ReplyDelete
  61. I booked a car reservation with them in may I used Google search to find a cheap car rental no where on the site showed round trip or one way options for the car I was charged a drop off fee I've called customer service sent in screen shots that illustrate that the two hotwire car rental pages I seen didn't show this option customer service told me to contact there research team about it. The team responded within 10 days stating they didn't see a one way option and to contact customer service for resolution. I contacted them they have me the run around stating they couldn't see my claims or the results the research team gave them and to RESUBMIT the pictures to the same research team and include the emails from the research team stating they agreed they couldn't find the one way trip option. Already I know this makes no sense I do it anyways and 2 weeks later I have to contact the customer service again and they stated the research team deemed it invalid without any explanation and I've tried contacting the research team since then with no luck and the same from corporate. Unprofessional at its finest.

    ReplyDelete
  62. This company is full of bullshit and it is a big ass scam! They was supposed to book me a room and for me to get there and the room was not booked. They wouldnt refund my money and it took me 5 hours to finally get another room booked. No upgrade, no accommodation, and they hung up on me serveal times. Their managers are ignorant and rude and so are most of the employees. I will never use this company again and I'm contacting my lawyer for them lying and being deceitful and refuse to pay my money back

    ReplyDelete
  63. It took me three calls early this morning to make a reservation for a Standard Suv. First attempt, the terms of the prepaid agreement was incorrect regarding the taxes. The young lady hung up on me because I questioned her regarding the terms of the contract. Upon calling the second time I spoke with Jay-Jay. He took my detailed request for a standard Suv, placed me on hold for some time, returned to the phone to say that he was still checking. After holding again for a long time I hung up. Third time calling, I reached Jay-Jay again. I gave him the same info and was placed on hold again. He returned to the phone sounding annoyed. He rushed through the required billing info and reading of the agreement. Several times I needed to ask him to repeat a segment of the terms because he was rushing through it which made it difficult to understand what he was saying. At the end he stated MIDSIZE when I CLEARLY STATED STANDARD. I asked him to change it to standard at the time he stated that it had been already confirmed. I did not give him the approval to issued/process/release the reservation and he did not state/inform me that he was going to release it. I requested that he issue a correction which was denied by him and a "manager". Hertz Car Rental informed me that Hotwire needed to make the change since it was prepaid. Jay-Jay informed me to enter the change online at Hertz. It is unreasonable for me to pay a penalty for a mistake that was made by Jay-Jay when I was not asked if I agreed to what he had rushed through with an annoyed and impatient attitude. He actually released the reservation without asking me if I agreed to all of the terms... It seemed he issued the reservation as he was reading Midsize. Perhaps it's too much to expect courteous and professional service at 2:15 in the morning. I would like to remain a happy customer... Please make the necessary change to my reservation from a Midsize Suv to a Standard Suv as requested the three times I called. Please give this your immediate attention as the dates for the use of the Suv is fast approaching for my 6'6" passenger.



    ReplyDelete
  64. Hotwire itinerary 5093504656
    My husband and I used your site to book our Anniversary Chicago trip. I booked the "HOT DEAL" rate fully expecting a hotel with the amenities hotels offers.
    Instead HOTWIRE booked us in an Extended Stay America - where there is NO HOUSEKEEPING, NO FRESH TOWELS & LINEN unless you want to pay an extra $10.00/day.
    (From their site)
    • For 8 or more night stays: One "full service" housekeeping is provided each week. Please refer to the key packet you receive at check-in for your scheduled housekeeping service day. Additional full or refresh services are available as outlined below.
    • For 1-7 night stays: Fresh towels and linens are available at the front desk as often as needed.
    Full Service (provided weekly): Dusting, vacuuming, changing linens and towels, emptying trash, cleaning of bathroom and kitchen, and replenishing soap and toilet paper if needed. Additional Full Service can be purchased at $10 per service.
    Refresh Service (optional service): Replacing soiled towels, emptying trash, replenishing soap and toilet paper if needed, and making bed with existing linens.Refresh Service can be purchased at $5 per service

    Extended Stay America - Chicago is considered APARTMENTS according to their own website and others.

    HOTELS.COM website

    No-frills Hillside apartment with kitchen
    • Free continental breakfast, free WiFi, and free parking
    Main amenities
    • 122 apartments
    • Coffee/tea in a common area
    • Air conditioning
    • Front desk safe
    • Self-serve laundry
    • Limited hour front desk

    ORBITZ webiste

    Rooms
    The 122 air-conditioned apartments feature kitchens with refrigerators, microwaves, and stovetops. 32-inch flat-screen TVs come with cable channels, and guests can stay connected with free WiFi. Coffee makers, free local calls, and safes are also standard. Weekly housekeeping is available.

    YELP WEBISTE

    Quick heads up that house cleaning only visits if you stay longer than 7 days.

    I don't know how HOTWIRE considers this a HOTEL but this is definately NOT what we had in mind when we booked. When booking a hotel there's certain EXPECTATIONS like housekeeping service, fresh linen, etc NOT having to make our OWN beds while vacationing.
    When I called to HOTWIRE to cancel this booking I got the same respond they must read from a script. No customer service at all, they were rude and unfriendly and very unsympathetic to our situation. So now we will spend our week in an apartment building.
    NEVER will I use this site and make sure I tell everyone I know.
    Very disatisfied customer

    ReplyDelete
    Replies
    1. Reservation 5093504656
      So we're in Chicago checked in to our hotel that both my husband and I complaint about to HOTWIRE after reading the reviews and we're definitely NOT staying there.
      Block, urine, hair and who knows what else on the bed. NO breakfast like I had asked as my must before booking. The whole hotel smells, it's dirty
      My husband is on the phone with them now and of course they don't care, too bad for you, we've got your money for the week.
      I dare any HOTWIRE employees to sleep there.
      No one would. Why can't they just make it right????

      Delete
  65. Hotwire, now I know the pain of third party booking and I got lifetime lesson, I will never book with you guys and I will tell as many as people I can . I am manager in hotel, the only reason I booked with hotwire was I couldn't find employee discount in Ottawa east area so I had no option left . I booked hotel in Ottawa in first week of Sep 2016 . I booked blind booking BUT I booked SO CALLED 3.5*** HOTEL, I saw some example of hotels on their site which was HOLIDAY INN, RESIDENCE INN, CROWNE PLAZA, RADISSON, I paid $ 115.00 per night . I arrived at the hotel and guess what .. surprised !! Here I have Crappy Travelodge Ottawa East . I GO WOW !! this is 3.5** HOTEL. I called Hotwire and one idiot customer service guy is explaining me that (HOLIDAY INN, RESIDENCE INN, CROWNE PLAZA, RADISSON) this all hotels which was listed on their website and Travelodge all are 3.5** hotel . OMG . I asked to speak with Manager, took forever and now again after waiting for so long manager is explaining me same shit, And asking me y do I think this is not 3.5** hotel . They definitely need some training about hotel knowledge, I was so frekin angry and tired I stayed in that creepy hotel . Carpet was so so wet that u couldn't walk with bare feet, room had really really odd smell . It was disaster . I rather advice ppl to pay $20.00 extra and stay in nicer hotel than booking with this hotwire or any third-party .
    MANAGER AND THE GUY I TALKED WITH, PLEASE NOT TRAVELODGES ARE NOT 3.5*** HOTELS, AND THEY DO NOT CONSIDER IN A SAME CATAGORY AS THE HOTELS YOU LISTED ON YOUR SITE TO MISGUIDE PEOPLE .

    ReplyDelete
  66. Your customer service team is absolutely awful. I was promised that I was going to be given my money back because I had an unexpected surgery. They advised if I faxed the medical documents or emailed them I would have to wait about 2 weeks and someone would get back to me. I was never given my itinerary number, so the agent provided it to me. I sent the email in a timely fashion and waited the allotted time. I never received any notification, so I gave them a call. I was told they were still working on it and to wait a week, but they received it and approved it. I waited a week and never was given my money back. I called again and was told they never received my email and to send it again. I sent the email again and called back two days later to confirm they received it. I was told they did not receive my documents after verifying the correct email address twice. I resent the documents by email and fax again. I waited two days once more and called back in to confirm. I was then told there is no account whatsoever and I was mistaken even though I have the charge on my credit card with the confirmation number beside it. So not only did this company provide me awful customer service, I am still waiting 2 months after sending in multiple documents for my money back. At this point I have tried to call the corporate office and you are advised to speak to customer service agents who do not care to help you. I am very irate and will make sure nobody I know ever books a room, flight, or car with this company. It is funny because another company gave me my money back for my flight, but I cannot get money back for a hotel. Just ridiculous!!!

    ReplyDelete
  67. I have used Hotwire for many years for our company travels. I am extremely disappointed in the Customer service. We have had a huge problem with booking hotels then arriving and the hotels would not honor the reservation. Saying that they were booked up. When I called Hotwires Customer Service I was disappointed that the person's on the other end did not speak English very well. It seems that Hotwire has contracted their Customer Service calls overseas to the Philippines. I am not objective to this. For U have traveled to the Philippines and love the Phillipino people. But my problem was not handled at all. The manager of this service could not even pull up my reservation.

    In the past I have been a very loyal Hotwire Customer. Me and My company spend thousands of dollars with Hotwire every year. Unfortunately it seems that they are no longer able to give proper Customer Service there for I will be forced to not use Hotwire anymore. It saddens me but I cannot count on them and they have proven that they are no longer a reliable company that cares about it's customers.

    ReplyDelete

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