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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.

I booked a hotel through the Hotwire app for the first time a few weeks ago, since a friend recommended Hotwire. It’s a total disappointment when I found that I can get the same hotel / same room at a CHEAPER rate with FREE cancellation. I called Customer Service to ask about their Low Price Guarantee and was told to use the Chat or Message function. I had to spend hours “chatting” with several agents (Celyn, Vince, Jemar, Omar, Mary, Chella) on May 11, chatted with one agent (Bree) on May 10. Everyone told me that my chat history will not disappear and they will get back in 5-10 minutes, which did not occur! When I finally spoke with someone who knew how to search or click on the link I sent, and look at how the other websites are offering lower/better rates, she agreed to issue a refund back to the original form of payment. After checking my bank statements several times, I decided to reach back out to see if they’ve processed my refund. Of course, I was told that because I did not respond during the chat session, they can’t do anything. The agent did NOT even ask me any questions. She was merely stating I’ll get a refund back on the same form of payment. Be careful when using Hotwire because you will NOT get customer service that will provide support.