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!!!!

I had two hotel booking fails while in Austin, TX this weekend. I booked my first hotel 7/26 through the app as I’ve been pleased with hotel results from previous use. I got an email an hour before we were planning on checking in saying “hotel reservation is canceled due to hotel not being able to accommodate reservation request”. I had called the hotel the week before to confirm my request and was told I was all set. Per the email from Hotwire, I could either get a complete refund or they would help me book a new hotel and pay the difference in bookings. Seeing how I absolutely needed a hotel that night after driving 19 hours, I responded to the text link saying I needed a new hotel. The agent said to book again thorough the app. I did so and had to pay full price (no credit was put on my account or towards the new booking) the agent promised to start the full refund from the cancelled booking since she couldn’t do anything else on her end. Fast forward to checking into my second hotel booked through Hotwire. Turns out hotel was completely booked as of that morning, had no rooms available and closed off any online bookings at 7 am this morning. His hotel should not have popped up in the options through Hotwire despite my confirmation number. So now I have $500 worth of pending refunds that I should get returned to me in 7-10 business days and some Hotwire credit for my inconvenience for my future bookings with Hotwire. Not happening. Would not use or recommend this app/service to anyone. Extremely frustrated and disappointed with this company

I used the Hotwire deal to book a hotel. The listing stated that it would be one of several major hotel chains or the equivalent. It also stated that it would be in the city that I wanted within 3.5 miles of the city center. Instead, I was given a drug infested motel 10 miles away on a dark stretch of highway. Nowhere near the location stated and nowhere near the equivalent of the major hotel chains. You deal with customer service through text. I explained this to the agent and one by one they tried to argue the points and justify what happened. Each step of the way he basically said that they have no responsibility. And you basically get what you get. All I was looking for was a little help or at worst, some acceptance of responsibility for a mistake. Eventually, all that was offered to me was the chance for me to cancel for a $20 fee and they would keep the remainder of the $140 as credit going forward. It was actually shocking the way the agent dealt with the problem and the complete lack of empathy or responsibility. After two hours of giving me the run around, asking me the same questions I’ve already answered, and refusing to answer my questions. I told them not to cancel and it was over. But he kept texting me. I told him to stop and future texts would be considered harassment….10 minutes later, after midnight, he texted again.Edit: it was even worse than I expected complete with broken with exterior windows and broken toilets. Hotwire says it the equivalent of the Sheraton or Marriott.

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.