Hotwire Customer Service Issues

Dear Sir/Madam, I recently made a reservation for a double room at Villa Exner Boutique Hotel in South Africa for Nov 9, [redacted] - Nov 11, [redacted] through your website. However, upon closer inspection, I realized the hotel is located [redacted] kilometers away in Grabouw, Western Cape, not in Mossel Bay as intended. Unfortunately, due to this error, my friend and I will be unable to stay at this location. I am hoping there is a possibility of canceling this reservation and receiving a refund. Any assistance you can provide in rectifying this situation would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Hanna B.

Hello, On the 20th of September [redacted], we reserved a hotel room at the Sleep Inn in Londonderry, USA, through Hotwire for the night of the 20th to the 21st of September at a price of $91.06. Confirmation on Hotwire: [redacted]9 Itinerary on Hotwire: [redacted] Upon our arrival at the hotel, we were informed by the front desk that due to an ongoing fire incident requiring the fire brigade's attention, all rooms booked in the last few hours were canceled by the hotel. Unfortunately, the room we booked through Hotwire was not available. We had to find alternative accommodation for the night on our own. Since we were unable to stay in the booked room through no fault of our own, I anticipate a prompt refund of the amount paid to the credit card used for booking. As we were unable to utilize the room due to circumstances beyond our control, I expect that the room charge will be waived.

While my family and I were traveling on Sunday, October 14th, [redacted], we attempted to book a trip through Hotwire. Despite receiving a message on the website indicating that our request did not go through and our credit card would not be charged, we discovered today that we were indeed charged $[redacted]. We never received a confirmation email or any proof of our booking, just an unexpected charge on our credit card. It is disappointing that the website was malfunctioning but still managed to charge us. This issue must be addressed promptly. We plan to contact our credit card company to dispute the charge, although this situation should never have occurred.

I had a reservation for a hot deal and when I arrived at the hotel, I was shocked to find it filled with undesirable individuals. I felt unsafe due to the presence of prostitutes and drug users with needles on the floor. Men harassed me, and I refused to stay at that hotel. I tried to get a different hotel choice or a refund from Hotwire, but my experience with their customer service was terrible. I was put on hold multiple times for extended periods, and they would sometimes hang up on me. After many attempts, I spoke to someone claiming to be a manager, either Taylor or Travis, who was unhelpful. I was left stranded in Los Angeles, missing an important convention, feeling scared and anxious. My interactions with Hotwire's staff were disappointing, unprofessional, and made me feel neglected. I have recordings of all my calls with them and plan to take legal action due to their behavior. I am also considering reporting them to consumer protection agencies and leaving a negative review based on my experience. Bogus

Upon returning to my room from work, I was shocked to find roaches in the sink. I immediately went downstairs to inform the clerk and requested a refund. The clerk mentioned she couldn't process it but promised to involve the manager in the morning because it wasn't their sink issue. Although I offered to show her the insects, she declined. Subsequently, I asked for maintenance, and she called Michael. Together, we went to room [redacted] and spotted the roach outside the sink. Returning to the lobby, as compensation, she proposed a new room, which I hesitated about initially due to the roach incident. Michael kindly assisted me with my bags to room [redacted], a newly renovated one, without roaches. After some consideration, I agreed to stay in the new room. I was informed I would be refunded for the previous night and needed to pay for the rest of my stay. I am hoping for a full refund and plan to check out in the morning before work.

I had an issue booking a room through the Hotwire app. After confirming the booking, I was informed the deal was no longer available. Despite this, the charges appeared on my credit card, impacting my available credit. Although the charges were eventually refunded, it created inconvenience. Upon contacting my bank, I learned the refund process would take additional days. I suggest Hotwire change its policy to only charge after confirming the reservation to avoid such situations in the future. This experience has led me to lose trust in Hotwire to handle my money securely and I am hesitant to use the service again.

Good morning, I made a booking last Monday (Booking number: [redacted]) with you, based on the advertised offer "HOT RATE 5-STAR HOTEL 56% OFF €[redacted] €[redacted] PER NIGHT." However, upon receiving the hotel information, I realized that the official price listed was not even close to what was advertised on your website. After contacting the hotel, I confirmed that the room reserved was a standard one and the price was definitely not €[redacted]. I checked the hotel's website and found that the regular price was €[redacted] per night, which was lower than what I booked through you. I also discovered that other websites were offering deals that included breakfast, making me feel like I would end up paying more by booking with you. I hope this discrepancy is just an error on your website's part, as I would like a resolution such as honoring the 56% off the room price. I can provide screenshots of the information on your website, the official prices, and discounts on other websites if needed. I eagerly await your response to know how to proceed. Apologies for any language barrier, as English is not my primary language. Best regards, Elsa

Dear Hotwire, I would like to request an exchange of my airline tickets due to a family reunion opportunity. My brother Charles Scott passed away in June of [redacted], and his son, my nephew Lamonte Charles Scott, has never met our side of the family. Lamonte, a second-year college student excelling academically, has expressed interest in visiting us. I mistakenly booked tickets to Houston instead of Dallas, where Lamonte resides, and I am unable to purchase new tickets. It would mean a lot to me to unite with my nephew, who was only 3 years old when his father passed away. The itinerary number for my current tickets is #[redacted][redacted]. I kindly ask for your assistance in exchanging these tickets to Dallas to facilitate this family reunion. Your help in this matter would be greatly appreciated. Thank you, Monica Bennett

I am seeking compensation for the hotel discrepancy. The hotel's location was purported to be close to the Colonnade area, a mere 7.7 miles from the ER, which was vital for my husband's condition. However, the actual location was over 19 miles away, causing considerable inconvenience due to his medical conditions. He was discharged from UAB Emergency Room with a broken bone and other health concerns, making proximity crucial. The misleading information has led to a frustrating experience. I kindly request appropriate compensation for this significant issue. Thank you.

Subject: Discrepancy in Booking Details Hello, I made a booking (number **********) with you last Monday based on the "HOT RATE -START HOTEL 10% OFF € *** PER NIGHT" offer on your website. However, upon receiving the booking information, I realized that the actual price at the hotel was significantly higher than advertised. I contacted the hotel, verified the room type and breakfast inclusion, and found out that the reserved room is standard without breakfast, unlike what I expected. Researching further, I discovered that the regular price on the hotel's official website is € *** per night and that other websites offer better deals with breakfast included. I hope this discrepancy is an error and I trust that as a reputable company, you can provide a solution, such as honoring the advertised discount. I can provide screenshots for reference if needed. Please address this matter promptly, as I look forward to your response. Thank you. Best regards, Elsa

I rented a vehicle from Thrifty car rental through Hotwire at Sacramento International Airport on November 24 for 4 days. The total charge on the original booking was $[redacted].14, including $27.95 per day for 4 days ($[redacted].80), plus $36.00 for insurance, and an additional $28.34, bringing the total to $[redacted].14. When I returned the vehicle on November 27, I was presented with a bill for $[redacted].64 with several extra charges that I am struggling to understand due to their abbreviations. During the return, I faced complications as the staff member attempted to sell me additional insurance despite me already having purchased one for $36. Our conversation was challenging due to the language barrier, and feeling overwhelmed, I signed the paperwork without clarity. The discrepancy between the original cost of $[redacted] and the final charge of $[redacted] for a 4-day rental is distressing.

On 11/25/[redacted], at 7:41 PM, I made a reservation at Aloft Plano for $73.19. Despite contacting Aloft for directions, I was given incorrect information repeatedly, leading to confusion and frustration. Eventually, at 2:28 AM, I found the Aloft on North Dallas Toll Road and Legacy after a lengthy search that exhausted me and caused stress for my friend who was driving. The staff at the hotel were unhelpful and impolite. Moreover, I was charged an extra $62.15 plus a $26 deposit, on top of the amount I had already paid through Hotwire. This unexpected charge caused financial strain, preventing me from booking another room elsewhere as planned. I am requesting a refund for all expenses related to my stay at Aloft and the overcharges to be promptly reversed. Additionally, I am seeking compensation from Hotwire for a complimentary room of my choosing or one recommended by them to make up for the distressing experience that disrupted a special reunion with my girlfriend.

Hello, I made a booking (number [redacted]) with you on Monday, believing the advertised "HOT RATE *-START HOTEL **% OFF *** € *** € PER NIGHT" deal was accurate. However, upon receiving the information with the hotel name, I discovered that the official price was significantly higher than what was listed on your website. I contacted the hotel and confirmed that the room reserved was standard without breakfast included, unlike their usual offers. When I checked the hotel's website, I found the normal price to be *** € per night, leaving me disappointed that I would be paying more through your booking. Numerous other websites were offering better deals, some including breakfast. I hope this discrepancy is an error on your part and not deliberate misinformation. I am willing to provide evidence such as screenshots to support my claims. I eagerly await a resolution for this issue. Apologies for any language barriers, as English is not my first language. Thank you. Elsa

There were several issues with the room we booked at Motel 6 in Del City. When we checked in, they initially tried to charge us extra for a second person, even though we had booked for two guests. After resolving this, we found the room wasn't ready with only one towel and one shampoo packet. When we asked for more, we were informed we were only allowed one each. The front door wouldn't stay shut, leading to us receiving noise complaints as we tried to figure out how to fix it. Surprisingly, we were notified there was no longer room service, despite the in-room card. The bathroom sink's aerator was missing, the bathtub handle fell off, and the drain was clogged with hair. Additionally, the hot water didn't work well, and the room lacked basic amenities like a dresser. It seems that the property, no longer operated by Motel 6, hasn't been properly maintained despite its association with the brand on your website.

I rented a car through Hotwire and picked it up at the airport on 12/2 at 10:00 pm. I was informed that they only had a Jeep available. Despite the weekly rental cost being $17.00 a day with my Hotwire reservation, the gas expenses added up to $65.00, which was unexpected. This was my first time being assigned a large car instead of the usual economy or compact car I receive from Hotwire. Given my height of 5’1”, the Jeep was challenging for me to maneuver, especially without a rear camera for reversing. I typically rent cars from Hotwire for both business and family trips and have never faced any issues with their service or car selections in the past. However, going forward, I would appreciate being informed beforehand if I am being assigned a larger vehicle to avoid any inconvenience.

Hello, I just wanted to share what's been happening in my life recently. My name is Branden, and seven years ago, I met the love of my life, Jake. Despite both being disowned by our families and having our own pasts, things were going well until July when I discovered Jake's heroin addiction. Sadly, he passed away two weeks ago, leaving me heartbroken. Despite this, I am grateful for the love and joy he brought into my life. I had booked a hotel room at Extended Stay in DTC Denver with my last $[redacted], but upon arrival, the front desk couldn't check me in due to system issues. After a long wait on the phone with Hotwire, the representative promised a refund and compensation, but I was left without a place to stay as I had no additional funds. They mentioned the refund would take time, possibly until the end of next week due to the holiday weekend. I find myself homeless and exposed to the cold weather. My reservation number is [redacted]. Any assistance would be deeply appreciated. Thank you.

After an exhausting 12-hour drive, I booked a room at a supposedly 4-star hotel but only found a smokey room, despite being allergic. The front desk clerk was unhelpful and insisted on moving us to a smaller non-smoking room. We discovered the room was dirty, with no housekeeping available, on New Year's Eve. When I called Hotwire for a refund and a discount to clean it ourselves, they were difficult, offering alternatives that didn't suit our needs. Despite explaining my recent surgeries and inability to climb stairs, they kept pushing for us to move to another hotel or upstairs. Eventually, the hotel clerk brought us cleaning supplies, but the whole process was frustrating and delayed our much-needed relaxation and meal. I believe I'm owed compensation for the inconvenience and overcharge for the smoking room. Customer service should have been more understanding and accommodating. Thank you, Pamela.

During my recent stay booked through my Hotwire account, I stayed at an OYO hotel in Dallas on LBJ and Coit. The experience was terrible. The hotel was undergoing heavy construction, causing strong paint fumes and loud power tool noises all night. It seemed like we were the only guests, and the front desk staff was quite rude. It was unacceptable for the hotel to be open in that state. I was not informed of the hotel's condition until after payment. I would like a refund, a complimentary stay, or equivalent points as compensation. This situation left me feeling cheated and dissatisfied, especially as a loyal member.

I made a reservation on January 12, [redacted], for Steamboat Springs, CO, for a ski trip with a confirmation number of #[redacted] and purchased insurance with it. Unfortunately, my husband broke his collarbone skiing the same day and had surgery on January 14, [redacted]. After filing a claim #[redacted]-[redacted] with Allianz, it was denied due to the policy allegedly starting on the 13th. I expect the coverage to commence when purchased. I am a frequent user of Hotwire and this issue is causing me to reconsider my loyalty. My trip is in 2 days, I appealed to Allianz with no response. Please assist me in resolving this. Despite checking Allianz's site, I cannot find information on the policy's immediate effect after purchase. Your help is greatly appreciated.

I made a reservation under #[redacted] to pick up a car in Orlando on 2/25, specifically a Tahoe. Upon arrival at ACE, my family, which includes a toddler and a 7-month-old, endured a 3-hour wait only to be initially offered a smaller car and then a medium one. Shortly after starting our journey, the vehicle stalled on a busy Florida turnpike, leaving us stranded as vehicles sped past. The customer service representative I contacted was extremely rude, even hanging up on me multiple times. After finally speaking with someone else, we were instructed to return the car, which was impossible since it wouldn't move. Despite promises of a full refund, the process was complicated, and I had to rent another vehicle due to exhaustion. When I returned the replacement car on 3/3, they alleged damage that I know didn't occur during my rental. This led to unnecessary delays and almost caused me to miss my flight. They also tried to charge me for fuel on the initial car that broke down, which was completely unfair. The whole experience was unacceptable, considering the money I spent on the rental. I hope to resolve these issues promptly and regain my trust in your services.