First review I’ve ever written on the App Store, but after my dozenth good experience I have to! I’ve been using Hotwire for years after inheriting the habit from my parents. Of course the hotel rates are great(the “boutique” hotel offers have let me stay in some of the coolest places I’ve ever seen), but what always shocks me is the responsiveness and helpfulness of the customer service team. Whenever I’ve had an issue, they respond through the messaging feature within the minute, and I have NEVER walked away unsatisfied. Just recently, a hotel double charged me. I contacted Hotwire and they called the hotel for me, got me a refund, and gave me a gift card for the trouble. What could have been an entire afternoon of phone calls and headaches took a few texts and all of five minutes. Of course, things go wrong with travel- that’s the nature of it. But it always helps to know you’ve got someone in your corner, and Hotwire has always been attentive and ready to help solve any issue that arises. Five stars now and always

Wow where to start, first I booked a Hot wire deal for a hotel in Shamrock, Tx. I showed up at the hotel by the address found in my confirmation however they could not find my reservation. Come to find out somehow they have this account mixed up with another hotel in Dallas, TX. When I called Hotwire, I was hung up on 3 times due to them “not getting ahold of the hotel to verify reservation” I advised them the phone # they have associated with this hotel is not correct. I provided the correct phone number to them by a simple google search and 1 rep hung up on me when she told me she called them and no one answered. I placed her on hold and called the hotel and they answered immediately. When I told her this she hung up on me. The 2nd time I spoke with a rep she told me the number that I provided to her for the hotel was a cell #. I advised her it isn’t and did a 3 way call with the hotel. They confirmed they did not have a reservation for me and that I am not the first person who this has happened to with them through hotwire. The rep hung up on us during our conversation! The 3rd rep, I don’t even know what happened, I thought she was actually gonna do something but she hung up when I was on hold and it went to some voicemail message. I have NEVER had problems with hotwire before, I use them frequently however I will NEVER use them again after this! I have spent at least 2 hours on the phone with them and I still have not gotten a refund!!!!

Hotwire is by far the worse booking site I could have possibly used. There customer service agents are not helpful, I requested to be escalated to a supervisor and then they ignored my request. My issues were bit resolved and I was unable to receive a refund that even the rental company who I used said they were happy to issue. On my family’s vacation to Florida my wallet was left on the plane. I had my id but sadly my license and such were in the wallet. Upon getting to the car rental place they would not allow me to retrieve the car without the license but they would refund it. Hot wires policy said I needed an id and since I didn’t have it there was nothing they could do to help me. So now I have no car and won’t be refunded. The customer service rep then went on to say I won’t transfer you to a manager because they will just tell me the same and stopped responding. If the company the rental was from would honor a refund I don’t see why Hotwire shouldn’t. Furthermore this would have been easier to accept if the person I spoke with wasn’t so rude and condescending. This was not an ordinary circumstance and if this is their policy I wouldn’t recommend this to anyone. I plan on making complaints on the site until someone gives me a more accurate response. And for the record the booking policy says id not drivers license if this wants to become a technicality thing. BBB will hear this.

This app is not easy to utilize. The information you get is subpar if any at all. Most of the rooms to book you don’t even get to see them beforehand you get a sneak peek. Which is inaccurate information and an accurate photos. Even if there are photos they can’t be believed. Both times I’ve used Hotwire you end up in a hotel that you wouldn’t put the worst ex-husband in the world to rot. Not only that but the information is incorrect you’ll get additional charges if you get the right hotel that you checked. Use a different app or book straight through the hotel save yourself a lot of time money and heartache and probably bedbugsTheir customer support is probably just as bad as the bedbugs even after my issues were not resolved and I asked them to stop contacting me they continue to do so with a snarky rude attitudeAgain book straight through the hotel save your self some time and money do not use this app or the service whatsoeverI’d like to additionally add from working in hotels for four years this is the most difficult app to communicate with if you can get your information correct or you can get what you requested God forbid there’s additional charges you’ll likely never see a refund