Hotwire Customer Service Issues

On 2/16/[redacted], we stayed at Days Inn and Suites in Savannah, GA, with folio #[redacted]3. We paid $[redacted].69 for an unclean room that smelled like a dog had been inside. The floors were dirty and the sheets and towels were brown. Despite requesting a clean blanket that was never delivered, the room remained unsatisfactory. The breakfast was lacking, missing even yogurt. The hot tub was cold, the pool had no towels, and the lobby bar allowed smoking and drinking until 3am. We, a family with two young children, were disappointed. We requested a discount which was denied, so we are now seeking a full refund for the misrepresented experience. This experience does not align with the price paid for the room.

On February 1, [redacted], my group landed at Orlando, FL airport and tried to connect with the shuttle service from Ace Rent A Car at [redacted] Narcoossee Rd. Despite repeated calls to [redacted], we couldn't reach the rental office and faced confusion on what to do next. Eventually, we boarded an Ace Rent A Car shuttle already picking up other travelers. Upon arrival at the office, we encountered dissatisfaction among customers. A staff member named Josh Olvera asked for a Visa card from driver Larry Waltermire, which was declined for unknown reasons. Josh seemed to struggle for solutions in a language other than English. Despite having pre-paid for the car rental on January 20, [redacted], we were informed by someone named Janice that an additional $[redacted]+ payment could not be accepted via Visa, cash, or Debit. It was an unpleasant start to our vacation. After a time-consuming and stressful ordeal at Ace, Josh offered to arrange an Uber for us if we paid him $35 in cash. We have received a refund, but the poor treatment by Ace remains unforgettable.

I made a car rental reservation in Orlando through Hotwire for an SUV with ACE Rental Cars. When I arrived at the airport, I followed instructions to wait for their shuttle but encountered issues finding the correct location. After a long wait and some confusion, I was eventually directed to the ACE shuttle pick-up area. Upon reaching the off-site facility, I faced further challenges as they didn't have the SUV I had reserved, offering me a mini van instead. Despite my dissatisfaction and frustration with the situation, I had to settle for the mini van due to time constraints. The cleanliness of the vehicle was also subpar. This experience with ACE has left me incredibly disappointed, as I have never encountered such difficulties with car rentals booked through Hotwire before. I felt compelled to share my negative experience and advise against Hotwire continuing their partnership with ACE in Orlando. This encounter has made me question using Hotwire in the future. Regards, WC

Regarding Itinerary [redacted], the surprise car assigned to us was a compact, which was acceptable. However, we were denied free coverage for a second driver. Another customer renting a compact next to me was offered this benefit. When I requested the same coverage, I was told it would cost nearly $12 a day extra due to booking through Hotwire. The attendant was unhelpful and even instructed me to locate the car in the lot without guidance. This experience left my wife, our friends, and me unimpressed. While we didn't argue at the time due to our long journey from Canada, we were disappointed with the service. Although the Hotwire deal seemed affordable, the treatment we received from Advantage felt subpar. We believe Hotwire should address this issue with Advantage to enhance customer satisfaction. As the sole driver for now, adding another driver over two weeks would diminish the savings. We have been loyal Hotwire customers in the past and hope for a swift resolution to this matter. Dennis E.

I am seeking assistance with obtaining a letter confirming a recent refund issued by Hotwire due to an error on their end. This is the third time I have encountered issues with them. I need this letter to address related bank fees resulting from their error. Despite my request, they are refusing to provide this documentation. I have entrusted Hotwire with my payment details before and now I require clarification for the charges. The current confirmation letter lacks the necessary information about the error. I am urgently seeking support before 7 p.m. Thank you, F. Ormsby [redacted].

On January 19, [redacted], I made a reservation for a room in Key West, Florida, purchased travel insurance, and charged it to my American Express card. I am 72 years old and disabled. Unfortunately, my support person fell ill, so I called within three hours to cancel the reservation. I was not informed of any cancellation policy at the time. To my surprise, I was still charged. I now see that Hotwire has billed me despite the cancellation. Kindly investigate and refund these charges. I hope to travel again in the future. Your assistance is greatly appreciated. Sincerely, D. McGuffie.

I reserved a rental car via Hotwire for my upcoming trip to Fort Myers airport. I expected to pick up the car directly at the airport, but later discovered I was booked with Ace rental and would need to take a 12-minute shuttle ride to get the car. I contacted Hotwire, and they explained that it was the rental company's policy. As a solo traveler, I am concerned about this arrangement and would prefer to book with a company that offers on-site rental services at the airport. I have raised the issue with my credit card company since Hotwire was unable to assist me. I would be willing to retract my grievance if there is a way for me to have access to an on-site car rental option.

Last night we arrived at the hotel in Paris called Le Trente that we booked through Hotwire 4 months ago. There are 4 of us, and we were given a room for disabled guests with only 2 beds and a bathroom that gets wet everywhere because it has no barrier. We are not comfortable; rooms can be simple but should not be uncomfortable. We have all our clothes on the floor because there is basically nowhere to put them, and with the sofa bed pulled out, we can't even stand in the room. We understand it's a busy season, but we didn't make a last-minute reservation; it was a well-planned trip in December. I assume the hotel is full, but they shouldn't put 4 people in the worst room, especially with children. They ruined our stay. I don't know if we were treated poorly because we booked through Hotwire, but I'm sorry; I won't use their app again if this doesn't change, and I will let all my friends know.

Dear Hotwire, I am writing to express my extreme disappointment with my recent booking experience. On April 26th, I made a reservation at the Grand Oasis Cancun for April 18th to 21st using your platform. Upon my arrival, I was informed that there was no record of my reservation at the hotel. Despite contacting your customer service team, no satisfactory solution was provided, leaving my family stranded and incurring additional expenses to find alternative accommodations. I am appalled by the lack of communication regarding the reservation issue and the inability of your team to rectify the situation promptly. This oversight not only caused inconvenience but also soured our family vacation experience. I urge you to investigate the mishap, explain the reasons behind the failure, and detail the steps you will take to prevent such incidents in the future. I seek compensation for the disruption caused, a formal apology, and access to the recorded phone calls for further clarity on the matter. I look forward to your prompt and responsible resolution of this matter. Thank you. J.S.

Dear Hotwire, I am writing to express my extreme disappointment with my recent booking experience. I had made a reservation for a family trip to Cancun, Mexico from April 18th to 21st at the Grand Oasis Cancun using Hotwire. However, upon arrival on April 18th, the hotel had no record of my reservation. Despite contacting Hotwire for assistance, the issue was not resolved promptly. The lack of communication about the failed reservation, inability to secure a new booking or assist in resolving the situation, and the overall inconvenience caused to my family resulted in a ruined vacation day. I am dissatisfied with the service and lack of responsibility taken by Hotwire. I kindly request an explanation for the booking mishap, why efforts were not made to secure an alternative booking or aid in resolving the issue with the hotel, and how Hotwire plans to be accountable for this situation. Additionally, I request access to the phone call recordings for legal purposes. I anticipate a prompt and responsible reply from Hotwire, including compensation for the disrupted vacation and a sincere apology. Thank you.

I recently stayed at the La Quinta Inn by Wyndham in Pensacola, Florida from May 17th to May 19th, [redacted]. Unfortunately, my experience was not pleasant. The hotel did not live up to the pictures posted online and I was disappointed by the mold and mildew in the rooms. The lack of maintenance was evident with spider webs outside the hotel. Despite requesting a different room due to my allergies, the conditions did not improve. I was shocked by the state of the bathtub and had to wash standing on a towel. The air-conditioner emitted a strong mildew smell. Even after changing rooms, the situation did not improve. The overall experience was so poor that I question why Hotwire would list this hotel and the ratings are grossly misrepresented. The price does not reflect the quality of service provided. I am astounded that this hotel bears the Wyndham name, as it falls short of the brand's usual standards.

I recently stayed at the La Quinta Inn by Wyndham in Pensacola, Florida from May 17, [redacted] to May 19, [redacted], and was very disappointed. The pictures online were misleading as the actual hotel rooms were filled with mold and mildew, posing a health risk. The lack of maintenance was evident from the spiderwebs outside. Despite requesting a different room due to allergies, the conditions did not improve. The bathroom was so unsanitary that I had to shower while standing on a towel to avoid any health issues. The air-conditioner emitted a strong mildew smell that was unbearable. Even after trying to change rooms, the situation did not improve. I believe the hotel pictures are outdated, and the poor conditions do not reflect the high price or the Wyndham brand. The hotel should not have a rating and should not be recommended by Hotwire. It was a disappointing experience, especially since I chose to stay there to be near family I had not seen in years.

I attempted to book a round-trip flight for two from Kansas City (MCI) to Cancun. The outbound flight was with United and the return flight with American Airlines. However, after entering all our information, the website wouldn't accept my American Express card due to an error with the numbers. We contacted USAA, the card issuer, and they confirmed charges of $[redacted].68, $88, and two $20 charges from American Airlines only, nothing from United. Adding trip insurance at $88 and upgrades for both of us at $60 each with $20 booking fees led to a total of $1,[redacted].54. Despite this, we're unsure of the booking status as the transaction didn't go through on our end, leaving us without a booking number. Concerned we might only have one seat, we're seeking assistance to clarify the situation. - Fran G.

To the concerned party, I have been attempting to address an ongoing issue for several weeks now. I have been a loyal Hotwire customer for over 15 years. My reservation for a 5-star hotel in SoHo on July 28 turned out to be a 3-star hotel despite what was advertised. I contacted the hotel and found out they consider themselves a 3-4 star establishment. This discrepancy is crucial as I booked for high-end clients who exclusively stay at 5-star hotels. Despite contacting corporate without resolution, I had family verify the hotel and take pictures. The evidence clearly shows the hotel is not the quality I paid for, and I need a prompt solution to this problem to avoid legal action. The customer service I have encountered has been disrespectful with unhelpful outcomes. I am reaching out for assistance in changing the reservation as it affects my professional relationships. I appreciate your immediate attention to this matter. Thank you for your assistance.

I booked a car rental for June 6th to June 22nd on June 5th. Upon arrival at the Hertz location on [redacted] East Memorial Blvd, I was told they didn't have a car for me. They offered me another car for an extra $10 per day. I was stranded in hot weather for over an hour and lost a day of work. I am disappointed with the service. I have cancelled the credit card transaction. Please have someone from the US contact me at [redacted]. I prefer a call over email. If I don't hear back today, June 6, [redacted], I will contact the attorney general's office in Florida. I have a reservation through Orbitz/Hotwire, but they can't find it. My Hotwire confirmation number is [redacted]. Email me at [redacted]

I have hotel insurance, but my attempt to communicate about an issue with my reservation at Motel 6 in Turlock hasn't been successful. I spoke with the hotel supervisor or a representative who couldn't help me as he wasn't familiar with the area. Despite using Google Maps on my new iPhone, I couldn't find the hotel and had to stay in Manteca at America’s Best Value Inn. I would like a refund for both nights. Unfortunately, my booking information has been deleted from my phone. Please contact me at [redacted] or via text at [redacted]. You can also reach America’s Best Value Inn at 1-[redacted]. Thank you.

On June 28th, I had a conversation with a Hotwire customer service representative regarding a rental car issue. The Hotwire staff member assured me that they would refund the $[redacted].00, as I was unable to pick up the car as planned. Despite this promise, the money was deducted from my account instead of being refunded. This transaction occurred even though I did not receive the rental car. I find this situation unacceptable and feel cheated. I insist on having the $[redacted].00 promptly returned to my account.

Subject: Hotel Booking Inquiry Itinerary Number: [redacted] Hello, I have a concern regarding a reservation I made on June 16, [redacted], for a stay at the Embassy Suites in downtown Tampa, FL from July 2-4, [redacted]. I received a confirmation email on June 17, verifying my booking for July 2-4, [redacted]. Today, on July 1, when I called to inquire about my reservation, the hotel had no record of it. This is an unusual situation for me with Hotwire, and I am quite disappointed. I have been on the phone for quite some time, trying to resolve the issue. It is the day before my trip, and I still do not have a confirmed reservation. I believe Hotwire should ensure the booking is confirmed by the hotel before sending out a confirmation email. I am disappointed with this experience and believe some form of compensation is warranted for the time and effort I have put into this matter. I see a charge on my account from the day of booking. Any assistance would be appreciated. Thank you. Customer's First Name: Jacinda Customer's Last Name: Woodie Jenkins Customer's Email: jacinda_woodie[at]yahoo.com Customer's Phone No: [redacted]

I made a reservation at the Bigelow hotel in Ogden through your website. I usually have good experiences with your hot rate hotels, but this time was different. The Bigelow is not well-maintained, has a moldy smell, a broken sink, and a loose faucet. If I hadn't arrived late, I wouldn't have stayed. Now, I may need to pay for another hotel at twice the price. I am hesitant to book hot rate hotels again after this disappointing stay. Additionally, I purchased the hotel insurance, which only seems to cover extreme situations, not situations like this where I feel deceived upon arrival.

Subject: Urgent Billing Issue Hello, I was charged twice today for the same amount of [redacted].75 AUD. I urgently request a prompt refund of this duplicate charge. Once I receive confirmation of the exact amounts refunded, I will pursue reimbursement for any additional fees incurred through my bank (such as exchange rate fees and local taxes). I also require the immediate removal of my card details from your records, as I had indicated during the initial transaction earlier today. If I do not receive evidence of the refund by 6:00 pm today, along with your acknowledgment of responsibility for any related charges, I will report your website as fraudulent to banking authorities and spread this information globally. Your website claims to provide secure transactions and blocks the use of PayPal, however, this experience has raised doubts regarding its credibility and reliability. Kind regards, Renaud C.