Hotwire Customer Service Issues

I recently booked a holiday package from Durban to Phuket, but I have not yet received the itineraries as promised by the agent. It appears there might be an issue with the email address provided during booking. Despite having used the same email for the past 6 years, Hotwire claims it differs from what they have on file. I am unable to receive my booking details via email unless I confirm and update the correct email address with Hotwire. I have contacted Hotwire by phone, but unfortunately, they have not offered a resolution to this problem. I am seeking assistance on how to proceed in order to have my itineraries sent to the correct email address.

My partner and I made a room reservation via Hotwire, but the check-in process was overly complex, cutting into our relaxation time. We faced issues with our electronic room keys needing activation more than 10 times, causing us to repeatedly go back and forth to the room. Even when the keys were supposed to work, they didn't. Upon finally settling in, we found the room was not clean, with sticky floors. The TV had no picture, requiring assistance from the front desk to fix. Requesting a room change proved fruitless as none were available. These experiences were subpar, and we believe compensation like a free night's stay is warranted from the property to demonstrate customer care.

My partner and I made a reservation via Hotwire, but encountered difficulty during check-in as our booking was not in the system, causing us to lose relaxation time. The electronic keys provided were troublesome, requiring multiple visits to the front desk. Upon entering the room, we found it to be inadequately clean with sticky floors. Even the TV needed assistance from the front desk. Despite requesting a room change, none were available. I believe Hotwire should compensate us with a free night's stay. While I believe our experience merits a free week's stay, I trust that Hotwire will address this promptly and fairly.

I arrived at my hotel in Bruges, Belgium today and was shocked by its unlivable condition. The room was not only dirty but also had a terrible smell. The receptionist mentioned they were undergoing renovations, which explained the poor state of the hotel. Given the circumstances, I had to find alternative accommodation. I couldn't subject my elderly mother to such unsuitable conditions. This experience has left me extremely disappointed and dissatisfied. The Hotwire listing advertised the hotel as a 3-star establishment, which was clearly not accurate based on the current situation. I am seeking guidance on obtaining a full refund as I had to spend an additional $[redacted] on a different hotel due to this issue. Thank you for your assistance. Hotel Hans Memling Booking Confirmation: [redacted] Location: Bruges, Belgium V.R.

I encountered cockroaches and bed bugs in multiple rooms and had to switch three times due to the infestation. Despite booking for five days, I had to leave early due to the disgusting conditions. It was unnerving to find cockroaches crawling around, especially with my young children. Even the front desk acknowledged the bed bug issue in their rooms. I have been attempting to reach the general manager for assistance but have had no luck as the hotel is privately owned. I believe it is unfair to be subjected to such unsanitary conditions without prior warning. Despite requesting cleaning, it was not done throughout my stay, and the hotel staff kept delaying it. I paid over $[redacted] and a hefty deposit for a room in an untreated bed bug infested hotel, which is completely unacceptable given the circumstances.

I am requesting a refund of $[redacted].54 for a reservation at Heritage Inn Express in Chico, CA. Upon arrival, my reservation was canceled, and I was left without a room despite paying for a smoking room. The staff member mentioned contacting you for a refund as there was no manager present. I struggled to find a relevant contact number for assistance, causing frustration. The booking for April 28 and 29, made on February 11, [redacted] for the Wildflower bike ride, was not honored, leading to a breach of contract. Itinerary # [redacted][redacted]. Kindly process the refund promptly. Thank you. L. Rauh

Hello, I encountered difficulties finding the correct phone number for my issue, as each one I tried seemed to be incorrect. Approximately a week ago, I purchased a vacation package through your platform which included a Bimini day trip. My sister and I planned to embark on this trip together. After taking a bus to the port and attempting to check-in, we were informed that only my sister could proceed due to her possession of an ESTA visa. I, on the other hand, am in the United States for a student exchange program, holding a J-1 visa in my German passport. Despite presenting my documentation, I was informed that I required a specific stamp on my form in order to re-enter the United States if I left the country. Sadly, we had to remain in Miami. I have spent over $[redacted] on this excursion and I am interested in inquiring about a refund. I have reached out to the local agency Gray Line Miami and Expedia, both of whom directed me to contact another agency. Now, it appears that I need to address this matter with you as I made the full reservation through your website. We were genuinely looking forward to the Bimini trip, and it is disheartening that we could not participate. I am hopeful that you can assist me with resolving this issue. Best regards,

We were charged $78.36 for a room at the Best Western in Lake Elsinore, California [redacted], which we couldn't check into because the hotel claimed to be fully booked and because the second guest on the booking, Zandra Gibson, was on their "No Room List" due to a previous incident regarding alleged smoking in the room. Miss Gibson disputes this claim and was unaware of any issue during check-in. The hotel assured us we wouldn't be charged and promised a refund. Following this, we rebooked at the Holiday Inn in Lake Elsinore, California [redacted], where we successfully stayed. We are requesting the $78.36 refund for the unused reservation at the Best Western and hope for a prompt resolution. Thank you. - James Gonzales & Zandra Gibson

The Best Western hotel I stayed in was terrible. Due to back problems from the old mattress, I had to find a different hotel. The layout made it incredibly noisy, and as a handicapped guest, not having close parking was very inconvenient. Additionally, there were flying bugs in the room. I urgently need to change my accommodation. Please cancel the rest of my trip.

I recently purchased a device called "Harmony" to control all my devices via a phone app. Despite connecting my Hotwire cable box to my new router using an Ethernet cable, I'm unable to watch TV. The message "Wait till your set top box turns on" appears, even though all devices are connected. When I bypass the router and connect the cable directly to the wall, TV works fine. Can someone advise on the correct setup? Should the Hotwire box be connected to the wall instead of the router? I seek a prompt resolution to this matter.

On Saturday, August 4, [redacted], I made a confirmed reservation (# RGBG4RV) via Hotwire for one night at Radisson Hotel in Chelmsford, MA. I paid $[redacted].76. Unfortunately, when I arrived, the hotel had no available rooms. Despite contacting Hotwire customer service, the proposed solution of making another booking and being reimbursed for the difference left me in a difficult situation due to limited access to funds late on Saturday night. After expressing my dissatisfaction to the Hotwire representative and supervisor and mentioning the possibility of having to sleep in my car, I was only offered a $25 coupon as an apology, which I find unacceptable. I fulfilled my part of the deal, but Hotwire did not. Any internal issues on their end are irrelevant to the inconvenience caused to me. I will consider further action based on the response I receive.

I made three reservations in Morgantown. The first stay last weekend was great. However, the hotel assigned to me for September and October had terrible reviews. I visited it in person and found it to be dirty and not well-maintained. I spoke to another guest who showed me her room, which was in poor condition. Hotwire, who I booked through, was unable to assist me when I contacted them about the Econo Lodge. I have been a loyal Hotwire customer for about six bookings this summer. While I understand that they can't always guarantee the hotel conditions, the experience at this particular hotel was unacceptable. I hope Hotwire can help me change my reservations to a cleaner place like they did for me in my previous stay in Morgantown. Thank you for your assistance.

I have prepared all the necessary details. My son requested a full-size SUV rental for pickup on August 9th. However, the rental company informed me that I needed a plane ticket or a credit card with a minimum of $[redacted] available. As I couldn't meet these requirements, I was unable to rent the vehicle. I was surprised to find out that Hotwire.com had withdrawn the money from my account without my knowledge. I presumed I had to present ID and swipe my card at the car rental location, so I was unaware that Hotwire would charge me without meeting all the conditions. The unauthorized withdrawal has left my account nearly $[redacted] in the negative, which is difficult for me as I am not wealthy. My son clarified the situation involving two different rental companies when he returned. For now, I urgently need the refund to be processed.

I had reserved a room with two beds at Even Hotel Brooklyn for check-in on October 9, [redacted]. I tried to book another identical room with two beds through their website, but the link was faulty. After calling customer service and explaining the issue, the agent attempted to secure the second room with two beds. The agent then informed me that Kaylynn from the hotel approved reservation #[redacted]8 for two beds. However, when I contacted the hotel directly, I was told the second room was for one bed only. Feeling deceived by the Hotwire Customer Service agent, I reached out to Hotwire but was informed that nothing could be done. I am requesting to cancel reservation #[redacted] and receive a refund. Please assist. Thank you. - J. B.

I made a reservation for 4 nights at Bowery Grand Hotel starting on August 15th. Upon check-in, the Chinese staff member requested my credit card for incidentals, which I provided. However, upon entering the room, I found it to be dirty and not meeting basic cleanliness standards. The walls were dirty, and the linens appeared to be in poor condition. I promptly returned the room key, informing them that I would not be staying and instead found accommodation with a friend. I contacted Hotwire by phone but have yet to receive any feedback regarding the issue. To my dismay, Bowery Grand Hotel still charged my credit card for the full 4-night stay on the same day. This has resulted in a frustrating situation where I have paid both Hotwire and Bowery Grand Hotel for a service I did not use. This feels like a clear case of fraud. Unfortunately, I am unable to dispute the charges without risking my card being blocked by my bank in South Africa, which would be problematic during my stay in the USA. I kindly ask for assistance in resolving this matter promptly. Sincerely, Lenro Jakobus Badenhors

Subject: Disputed Charge with Hot Wire - $[redacted].88 To Whom It May Concern, I am writing to dispute the charge of $[redacted].88 from Hot Wire for the following reasons: Hot Wire failed to disclose the terms of the rental contract and did not inform me about potential additional charges from the rental company, Dollar/Thrifty. Despite paying a nonrefundable fee to Hot Wire, I was unexpectedly charged an extra $[redacted].00 labeled as an "out-of-state fee" on my bank card by Dollar/Thrifty. Had I known about this possible charge beforehand, I would have chosen a different rental company instead of being surprised by these additional costs. I believe this lack of transparency and undisclosed fees is unethical and dishonest. After discussing this issue with a supervisor named Vinca, who claimed to be in charge of escalations and declined any refund, I feel compelled to escalate this matter. I appreciate your prompt attention to this matter and trust that it will be resolved satisfactorily. Please feel free to contact me for any further clarification. Sincerely, Robert R. Phone: [redacted] Email: [redacted]

During our recent stay at Magnuson Grand North in Columbus, Ohio, we encountered a disappointing experience that did not match our expectations based on the information provided on the Hotwire website. The hotel did not live up to comparisons with Homewood Suites and Holiday Inn as presented online. The pictures were misleading, and the reality of the hotel fell short. Our check-in experience was unpleasant with a rude front desk staff. We were unable to enjoy the pool due to limited lifeguard availability, and the condition of our room was subpar. The room had odors, moisture in the carpet, insects, and an unwelcoming atmosphere due to smoking individuals outside. Despite requesting a room change, the replacement was worse, with malfunctioning amenities and cleanliness issues. This experience left us unsatisfied with the hotel's management or staff accountability. We hope for a resolution to address the hotel's maintenance and service standards to provide a comfortable and enjoyable stay for guests like us. A refund request seems appropriate given the misrepresented information and the below-standard conditions we encountered during our stay.

Recently, my spouse and I had a disappointing stay at the Radisson Blu in the Mall of America. We had booked a room through Hotwire for a wedding. Upon check-in, we discovered our room was not clean and even had human feces on the floor. The front desk's response was lackluster, offering us a new room on a different floor. Unfortunately, the replacement room was also unsatisfactory with a strong sewage smell and lack of cleanliness. After contacting corporate with no resolution, the hotel manager eventually reached out offering food or drink vouchers or the option to switch hotels. Due to our ongoing wedding commitments, we had to decline. To add to our distress, room service took significantly longer than promised, leaving us feeling disappointed. This whole ordeal has left us with a negative impression of Radisson, and we are now seeking a refund through Hotwire.

In August, I booked a room for Aug 9-10 through Hotwire at Hampton Suites in Long Beach, California. My stay was disappointing due to noisy neighbors next door. The manager mentioned she would refund me for the night acknowledging the disturbance caused by other guests. However, the refund did not reflect on my card. I contacted Hotwire, and after reaching out to the hotel without success, they assured me an investigative team would follow up within 48 hours. An email I received confirmed they were still looking into the issue and would update me within 24 to 48 hours. As of September 6, I have yet to hear any resolution.

During my recent trip to California with my wife, we rented a premium car through Hotwire at the Santa Barbara airport. The car rental process at Enterprise had extensive wait times, and the Mercedes C300 we received was subpar. The car had performance issues, specifically with the transmission, and lacked the quality expected from a Mercedes. Although I planned to exchange it, the lack of opportunity during our trip prevented me from doing so. Upon return, I mentioned the car's problems to the Enterprise staff, who mentioned a switch that could have helped, though I hadn't been informed about it in Santa Barbara. I have another upcoming rental of the same car type in Washington DC (Dulles) in November, but I have decided to avoid Mercedes in the future due to this disappointing experience. I hope for a smoother rental process with Hotwire in November.