Hotwire Complaints Continued... (Page 2)

Booked a rental car through your site was given ACE rent a car. in Orlando Fl. Narcosse Road..horrible horrible experience no customer service at all....from the first day I picked up the car it was a hassel... Wanted me to pay $59.99 per day for their ins. when I have full coverage on my own cars at home in DE. Had to call my ins. company at 9:30 PM to have someone talk to the front desk lady. Then was given an inspection slip for me to fill out in the dark indicating dents scratches etc. which I did.. then upon returning the car a guy came out to inspect the vehicle and went right to the windshield and said "oh there is a ding and I have to report it. You will have to pay $250.00 on your credit card for the damage. Not how was your trip or your stay or any problems with the car? Nothing nice. Wouldn't let me or my family get on their shuttle to the airport until I gave them my credit card and paid the $250.00 so I did but was also told that they would put the charge on hold until the dispute was settled. I asked to speak to a supervisor but was told at first there wasn't one there. But later a girl at the desk named marlene said she was the supervisor but she didn't say that at first. I contacted my attorney who practices in Florida. I will never ever do any business with this company again. I knew when I first got this car off the lot there would be trouble...I always used a reputable rental car company for the past 30 years when I travel. So much for trying new ones you live and you learn. my confirmation # 4559831286.

Thank you,
Joanne Scullion

After hours of searching for the cheapest 4-star Mall of America (MOA) hotel rate, I finally settled on the "hot rate" listed by Hotwire.com of $103 nightly. This special rate was stated as a whopping 57% savings over the standard room rate for this hotel of $207. I was thrilled to lock in this Fri - Sat night rate at a MOA hotel, especially since it's the first time in a decade that I get to celebrate my birthday alone with my husband all night - without children! Sadly, my thrill quickly turned to disgust.

The first of many Hotwire lies was immediately revealed when the "Hyatt Regency" Bloomington hotel appeared as my overnight destination. This hotel is not near the Hotwire map pin that displayed this hotel's location as being within the MOA campus. The hotel is actually over 1.2 miles away from MOA, and not within walking distance due to several busy freeways and highways in-between. But, this wasn't the only surprise lie that Hotwire had up their sleeve.

After discovering the falsified distance, I immediately navigated to Hyatt's official website and found the standard average weekend room rate of $129 - which is EXTREMELY cheaper than the falsified listed standard rate of $237 by Hotwire. In fact, I only saved $26 over Hyatt's given rate - and ended up paying more overall by using Hotwire after fees were included.

I contacted customer support within 10 minutes after this purchase and clearly stated my disappointment and disgust with their sales ploy that used exaggerated rates and a falsified location to scam me as an unsuspecting buyer, into purchasing something that I did not want. The brash representative not only refused to refund this purchase, but she also would not even let me pay more to stay at a desired hotel like the one they promised and failed to deliver. She also (in a rude demeanor) refused to compromise, and firmly stated that the sale is final, could not be refunded or exchanged, and there is nothing that can be done to resolve this matter. A non-specific, not verbatim policy was loosely repeated by the foreign speaking representative (with poor English skills) as the reason for not fixing this problem, and after asking - no site or disclosure location containing such a policy was ever provided.

I have used Priceline and Expedia in the past to great satisfaction - I wish I would have stuck with what works, because Hotwire certainly does not!

In June I booked a room thru Hotwire. The booking was one of the "we will tell you where you are staying after you book."

The hotel was the Econo Lodge Tech Center in Denver, CO. Not necessarily my first choice but, I needed a room for the night. I have pasted the reservation Information below.

Upon arrival I found that there were no rooms available. The hotel did not, would not, find me a room anywhere else. I talked with Hotwire customer support and got nowhere with them either. I ended up driving 90 miles back home for the night, had to leave home the next extremely early to make a meeting. I booked a room to avoid this. To no avail.

I am out $103.60 for a room that my account in Hotwire shows as being cancelled. I did not cancel it. The hotel nor Hotwire has come thru with any recompense nor explanations beyond pointing the finger of blame at the other business. Hotwire customer service said the hotel was responsible for the room not being available. Econo Lodge says that Hotwire should not have booked the room because they did not have the rooms available for booking.

Something is not right. I feel that regardless of Hotwire refund policy I am due reimbursement of the $!03.60. I was also offered points from Hotwire and do not see them applied to my account either.

Also, with this experience, please tell me WHY I would want to book any travel through Hotwire in the future.

I booked a pair of tickets from El Paso, Tx. to Columbia, SC for July 14 to July 21 with HOTWIRE. After ordering the tickets I wanted to bundle the purchase with a rental car so I called HOTWIRE to see if it was OK to do that. The HOTWIRE representative I spoke to told me I would have to cancel my tickets and rebook later. At that time the rep. informed me that I would be getting a refund in 2 to 3 days (that did not happen). I called on Friday, June 29th to see where my refund was at since it had not yet been deposited in my bank account.

THIS IS WHEN IT REALLY GETS DOWN RIGHT STUPID.

I spoke to a rep. at HOTWIRE who apparently thinks what she had to say was more important than the customer since she constantly kept interrupting me as I spoke. She kept informing me that my tickets were non-refundable and there would be NO REFUND. I told her the 1st rep. I spoke with on Monday said I would and he sent me a e-mail telling me just that. I asked to speak to a supervisor and after asking her 6 times that I wanted to speak to one she said she would put me on hold to see if she could find one. After about 10 minutes on hold the rep. came back and said she was still looking for a supervisor, but had not yet found one. Finally after another 5 minutes on hold ANNA came on the phone. The 1st thing she said was the tickets were non-refundable and there was nothing she could do. I informed her that the original rep. I spoke to me said I would so what was the problem. She stated that company policy did not allow a refund on my tickets. I said that was unacceptable and asked to speak to someone in the corporate office (which I found out later that the CEO, per Jonathan, does not have a phone or office and if I wanted him to email me, he was too busy to do so. He stated he was to busy to contact me or anyone else). I asked ANNA to have someone from the corporate office to contact me within the hour to discuss this matter. THAT CALL NEVER CAME. MORE LIES AND LIP SERVICE FROM HOTWIRE.

I called another customer service number HOTWIRE had posted (3rd one of the day) and ran into another CSR who did not understand me when I constantly asked for a supervisor. Without rehashing what I went through earlier, it was the same result with this rep. also, I finally got RAVEN on the line who also went to the HOTWIRE School of treating customers, being RUDE and talking over the customer, on the phone by thinking what she had to say was more important than me. After getting NO where with her I asked to speak to corporate and that too fell on deaf ears. It was only with my persistence that she finally agreed. I was told she would call back in a hour with an answer (NO ANSWER) which I did not get except more LIP SERVICE. She said she would attempt to connect me with someone above her in the Las Vegas office by the name of Jonathan who was anything but helpful. He was not interested in helping me except to spout company policy that means nothing to me. When I asked if I may speak to the CEO, Mark Okerscram he told me it was but per the web site the CEO is Barbara Bates - MORE LIP SERVICE I GUESS, he informed me that he does not speak to customers. I asked for his phone number Jonathan said he had none. What about an office address. He had NO OFFICE. Jonathan stated he was TOO BUSY to deal with the public. Jonathan finally decided to refund me my money, but now I had to wait another week to receive it and that was his final decision. This was even after I explained to him I have a Cancer appt. on Monday and I needed that money to pay for my co-pay. He did not care. "COMPANY POLICY STATES" constantly was his answer.

WOW! A customer generated business and the CEO is too busy to speak to a customer. It is a miracle they are still IN business. Then not caring about a customer well being that is a shame on their part.

To wrap this up all I wanted was my money back that was promised to me by the first rep. who the all the supervisor I spoke with said was a mistake on the rep. side. If this rep. works for them then why do I have to suffer for his incompetence or the company's inability to hire or train quality employees. I have an email that states I would get my refund so why can't the company just pay my money back. This company in my opinion is not customer friendly and have lied to me on a number of times and in fact they are stealing my money. LIP SERVICE IS A TRAINING TOOL OF HOTWIRE again this is my opinion.

I finally received an email stating I would get a refund and that it could take up to 15 days not counting the 5 I already waited (Jonathan in his infinite wisdom pretty much told me to POUND SAND) minus $68 for travel insurance that I should not have paid and if I did why was it so difficult to redeem a refund. I guess HOTWIRE executives need that money to paid for part of their LAVISH lunches in my opinion.

I don't expect a response from you on this since you have already exhibited that CUSTOMERS ARE ONLY A MEANS TO AN END - CASH COWS TO YOU. Again just my opinion.

I am asked to rate you on a 1 to 5 star rating. You really don't want me to rate you the way you should be rated and that for a fact

"IS IN MY OPINION"!!

I called in to customer service tonight to request an itemized bill for my stay May 24, 2018 - June 2, 2018. I explained to the representative that we are a military family and that the military needs for the receipt to be itemized. She told me she couldn’t do that. I asked to speak to a supervisor.I the explained to her that it has to be itemized per night because the military needs that. She told me to just give them what I already have. I explained to her again that that will not work,it has to be itemized. She then stated that if there was nothing else she would disconnect the call....AND SHE HUNG UP ON ME!! I can’t believe a supervisor would actually hang up on a customer. I can’t be the first military family requesting an itemized bill. I would like someone who is capable of handling this to please call me.

Thank you,
Chanda Staab
910-320-0472

last evening, our car broke down and we booked a rental from Hotwire. We were given the address of 1965 N. West Shore Blvd., Tampa, Florida 33607. The address was incorrect. I walked there to find that this location had closed down long ago. I then had to walk to the airport. It was a frightening experience as it was a very bad part of town. When I got to the airport, I realized that at some point during my walk, my wallet had fallen out of my pocket and I was unable to rent a vehicle. In total I walked about 5 miles. I spent $110 on an uber to get home hours later. I called customer service and spoke with Kasha - Badge #418. I tried to escalate the situation because she said there was nothing she could do. She put me on hold for longer than she said she would and when questioned as to why she didn't check back in she told me "you are not our only customer." She also said she could do nothing for us and when I asked for a manager she said she didn't have one and that she reported to no one. I called back this morning and spoke with Joy - Badge # 325. Joy said she had a manager, but that her manager didn't take calls and that she was the final word for hot wire. Although the wrong address forced me to walk for over an hour and I had to take an uber costing $110, she offered a $25 credit and said she was the final word for Hotwire. I have used your services for several years and am shocked by this poor customer service. My account should be credited $110 for the uber as well as at least another $140 for the mistake on your app, the time I had to spend walking and the poor customer services. This is the very least that should happen. I await your reply.

If I could give Negative stars, it would be a Negative 5. I stayed at the at the Quality Inn in Placentia, CA on 01/29/17, and again on 01/30/18, and three were issues the first night, but at least the employee/Emily was customer service friendly. When I checked in on 01/30/18, Mr. Montoya, was rude, unprofessional, and had no customer service. The gentleman had a dispassionate look, he never greeted me upon arriving at the hotel, and he never looked up from the computer as I was checking in. I told him that the King bed wouldn't do, and asked him for 2 queen beds, he said, "Ten dollars," Look, I can take no for an answer, I might even pay an extra fee for a bed choice ( never given the option to choose bed, even though it clearly says "bed choice when choosing the hotel.), but rude people are unacceptable. I still have 7 additional days in this area, but I want to be sure that I will get 2 queen beds, and I can't be assured of that with using Hotwire.
Ms. Moore
Confirmation # 6083460059

I made a car rental reservation several months ago through Hotwire. As life goes, plans change and I called to cancel the reservation. The customer service agent and her supervisor were far less than "customer service" oriented. They held fast to non-refundable, non-transferable. Even after I explained that I would not even be in the city where I reserved the car and asked if the amount could be credited to my account.

Nope, they stuck to their robotic corporate line and offered no solution. Now Hotwire has my money, I have no need for the car. Instead of working with a customer and keeping them loyal they have lost a customer and created someone that is going to make it my mission to tell everyone I know, use social media and every online complaint forum to spread the word about this company that cares more about keeping $140.00 than working with a customer.

I have tried to get a refund from hotwire because my mom died and wasn't able to use my ticket. I done every they told me to do and got the run a round .Even spoke to Emily Jade from corporate office, she was very rude and nasty to me. She doesn't know what customer service.

I am writing to you in order to make a complaint about accommodation I got after booking a hotel on the Hotwire company website. I booked my accommodation in 3star hotel Aryan residence in Brussels for 5 nights/2 persons ( itinerary No. 6440335374). When we got to the hotel on 12th of November hotel was closed due to technical issues as it was written  on the front door together with the information that we are relocated to Hotel Albert, a 2star hotel 1km further of previous one.

Our complaint is based on the fact that we had no information either from your company or the hotel that it was not working and that we were relocated to lower rank hotel. I am seriously hoping to get any type of reimbursement from the Hotwire company for this inconvenience.

Booked a room on Hotwire, got a confirmation email from customer support go to the hotel to stay the night. Now they tell me it's been cancelled and my monies are refunded. They give you no reason why then I check my bank account and the transaction is pending so they made a false reservation took my money and I had nowhere to stay and it's happened to other people I know. Please check them out they are not reliable nor are they providing the service of a room it's a scam to take your money from Hotwire.com and the CEO is probably crooked at the top.

I called into hotwire customer service regarding flight prices. The customer service agent convinced me that I would get the best rate by booking on the phone. He took about 45 mins to book it and once he sent me the confirmation email with my itinerary number, the problems started. The itinerary number he sent me wasn't coming up as accurate. Every time I tried to look up my itinerary number on hotwires site, it came back as an error saying that it is deleted and that itinerary does not exists. Of course, my account was charged $4,015 immediately. I pointed this out to the agent right away and he told me not to worry about it and he transferred me to another agent because I was concerned.

The second agent transferred me to a third person and that third person said that the initial booking agent had made a mistake and didn't input some needed information. He put my on hold for about an hour and a half. Finally told me that he cant find my complete package in the system and that my best option is to cancel. Finally got put through to a supervisor and he was able to cancel the trip and told me I would have to wait 5 days for my refund. Wasn't very apologetic. I spent a total of 3 hours on the phone because one of their sales agents made a mistake and didn't even get an apology.

I am a singe mom and was very excited to book this trip to take my sister and my kids to mexico. Now, I will loose more money because I have to wait for the refund and try to find another good deal to rebook.