Complaints

This profile includes complaints for Hotwire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hotwire

  San Francisco, CA 94104-3810

• 

  Hotwire

  PO Box 26285 San Francisco, CA 94126-6285

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay for 3 days from the date that I need to to arrive the hotel does not see the reservation hot wire does to the reservation the hotel is saying that they will try to manually and put the date in but will not confirm that they will accept it because we are in time constraints I asked for a refund or rebooking to a comparable Hotel I've been told that they can't do anything and they can't change anything now it puts me in my family at risk that now we won't have anywhere to stay and that's to have our fun so we can't rebook they're not willing to do anything refund the money or rebook me with another hotel which is putting us at rest and it's totally ruined our trip

  Business Response

  Date: 07/22/2025

  ******** ******
  ****************************************************************************
  
  In response to BBB Complaint ID ********, ********************** Itinerary **********. 
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your ************** with *******************. We understand you were asking for a refund or rebooking given that the hotel was not able to find your reservation prior the check in day.
  
  After reviewing your case, we confirmed that your reservation was scheduled for check-in from July 23 to July 27, 2025. On July 17, we received the first contact in which you informed us that you reached out the property and they were unable to find your reservation. Our agent contacted the hotel and was instructed to call back the following day, as the reservation had just been made and that was probably the reason why it was not showing in their system.
  
  A second contact was made the next day and during the interaction our agent sent the booking details to the property to be manually entered in their system and asked you to call back 2 days prior check in. However, this option was not convenient for you and the case was escalated to a supervisor who submitted a follow up case for further investigation and you were told to wait for a resolution. 
  
  A last contact was made on July 21 in which our agent successfully confirmed the reservation with the property under the confirmation number: *********. Therefore, the reservation remained active as originally booked. 
  
  Based on your request the reservation will remain confirmed and no actions will be taken. Thank you for allowing us the opportunity to clarify this matter and regret any confusion this may have caused.
  
  Best Regards,
  
  ****** *.
  Customer Care Relations.
  ********************** Corporate Office.

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotwire Communications was contracted by our ********************** to install security cameras at both the front and back gates of our community. As part of the installation process, Hotwire conducted excavation work near the gate areas to access the fiber optic cables. In doing so, they severely damaged the electrical system at the back gate entrance, rendering over 14 lightsincluding the light that illuminates our community sign, **********, completely non-functional.These lights were in full working condition prior to the work performed by Hotwire. Their failure directly correlates with the excavation carried out by the company. These lights are critical to the safety and security of our residents, and their absence presents a serious liability risk, especially during nighttime hours. Despite multiple attempts by the *** to resolve this matter, Hotwire has denied responsibility. In a written statement from ******** ******, Regional Manager of ******************* ********************** claims that they are not responsible for any alleged damages outside of [their] defined easement area. However, the cut electrical wires are located exactly where Hotwire performed the digging. We have clear photographic and video evidence of the damage and its direct correlation to their work.Additionally, my personal front yard was significantly damaged due to their excavation efforts. The *** had to bear the cost of restoring it. I also have photographic documentation of this damage.This company was hired in good faith to improve the security infrastructure of our community, yet they have caused property damage, disrupted a vital safety system, and refused to accept responsibility or offer a timeline for repair. Their conduct is both unethical and unacceptable.We are requesting that Hotwire be held accountable for the full repair and restoration of the damaged lighting system.Please investigate this matter and assist us in resolving this issue.

  Business Response

  Date: 07/23/2025

  Jholenne *******
  ********************************************************************************
  
  
  In response to BBB Complaint ID ********.
  
  We are writing in response to your correspondence with Hotwire and the Better Business Bureau.
  
  After reviewing your case, while you are looking for assistance with a repair of the damaged lighting system, it seems you have reached Hotwire, the travel agency by accident. Please know we specialize in flights, hotels and car reservations.
  
  Based on the information provided, you might be looking for Hotwire Communications, here is a phone number you can call them: *****************. Unfortunately, we do not have the expertise to assist with this specific matter.
  
  
  Best Regards,
  
  ****** *.
  Customer ***********************************************************

  Customer Answer

  Date: 07/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will look for the right information and submit the complaint again. thank you so much and I am sorry for the mistake! 
  
  Sincerely,
  
  Jholenne *******

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotwire advertises - and accepts reservations for - car rentals that end up costing significantly more. On June 13, 2025, I used Hotwire to reserve a week-long car rental with Thrifty for $239.52. When I arrived at ******* to pick up the car, however, I learned that the real price of the rental was $298.85. When I flagged the difference, Hotwire initially said that it would fix the situation. Later, it refused to do anything, saying the reservation price is only an estimate and directing me to take up the matter with Thrifty. Hotwire's practice is unfair, deceptive, and potentially in violation of the FTC's "Junk Fee" rule. Hotwire induced me to book a car rental through its site with a false price. The actual price of the rental was 25% more than Hotwire advertised (and took a reservation for). Hotwire's logic also leads to absurd consequences. For example, if this business practice is allowed to stand, Hotwire can advertise whatever price it wants while consumers get charged not just 25% more but 50% or 500% more. Moreover, there's evidence that Hotwire knows about and willfully ignores these differences in price. When I explained to Hotwire what happened, it said that it wasn't going to adjust its pricing to account for what Thrifty actually charges at this location. In addition, the Thrifty location itself said that it's seen this happen to many people and has told Hotwire many times what prices it actually charges--and that Hotwire ignores this information. Please force Hotwire to return the ~$60 difference in prices and take measures to prevent this from continuing to happen to other consumers.

  Business Response

  Date: 07/14/2025

  *** *****
  VA 22201
  
  In response to BBB Complaint ID ********, Itinerary **********. 
  
  Dear ***.
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Car reservation with Thrifty. 
  
  We understand you were dissatisfied with your recent car reservation due to some charges made by the car rental. As such, you are seeking a refund.
  
  Upon reviewing your case, we confirmed you contacted our ************* team on June 13th reporting that you booked a pay later reservation with us, in which you were supposed to pay $239.53 due at the car rental, however upon picking up the vehicle, the agency charged you $298.85. Our agent advised to send us a final bill and credit card statement after the drop-off date for us to investigate further. Additional contacts were made on July 1st in which you sent the documents previously requested reflecting the charges of $33.33 and $ ***** which corresponded to Concession fee, $2.34 for Vehicle License fee and $27.16 for Taxable TTL. Our agents and supervisor who handled the interactions were able to confirm that these were mandatory fees assessed by the rental. Therefore, they recommended to discuss those with the company directly.  
  
  Allow us to assure you it is never Hotwires intention to mislead our customers in anyway, therefore, we would like to explain further, Hotwire calculates estimated charges based on the rental car agency's published rates, taxes and fees, which may not include mandatory taxes and insurance charges required for certain international rentals. This is advertised on our Hotwire Travel Products Rules and Restrictions section disclosed prior completing a booking. We contacted the Thrifty and confirmed the charges posted were obligatory. 
  
  In our effort to meet your needs, we will make an exception and process a refund for $59.32 USD which is the difference in price from the amount we advertised and the actual charge made by the car agency. However, since no billing information was collected at the time of booking, we require additional information to start a manual refund process. Please contact us by sending a text at ***** or you can start a new chat on ************************** and one of our messaging agents will assist you.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional. 
  
  *** *.
  Customer Care Relations
  ********************** Corporate Office
  
  

• Initial Complaint

  Date:07/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/5/25, I attempted to use the HOTWIRE app to purchase a Hot Rate deal for $66 for a Premium vehicle (PICKUP: DCA, 7/6/25 @ 10:00am -7/7/25 @ 10:00am). When I went to pay for the vehicle, a box popped up stating that the deal was no longer available. I then used the back arrow to attempt to select a full size car for $59, and got the same no longer available error message. This then forced me to go to a midsize vehicle for $58, which is two classes down from Full-size, and 3-4 classes down from a Premium while being just $8 less than premium and $1 less than the full-size offer, meaning that I am getting much less for an almost equal amount of money. In a desperate situation, I was forced to take the midsized car and pre-pay for it. After this was done, the app refreshed and BOTH the $66 premium deal and the $59 full size deal showed as available. I attempted to explain this to a agent with HotWire and they told me it was nothing they can do. This is a classic bait and switch and they need to be investigated for it. I feel devalued as a customer, and I am also undeservedly frustrated, because they essentially forced my hand to purchase a vehicle.

  Business Response

  Date: 07/11/2025

  *************************
  MD 20746
  
  In response to BBB Complaint ID ********, Itinerary **********. 
  
  Dear *******.
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Car reservation with SIXT. 
  
  We understand you were dissatisfied with your recent car reservation as you encountered issues while booking through our app. As such, you are seeking a refund. 
  
  Upon reviewing your case, we confirmed you contacted our ************* team on July 5th reporting that you were trying to book a premium vehicle but upon selecting it, it went sold out forcing you to book a lower class. After completing the purchase you noticed that the original deal was still being advertised. As such, you requested for that deal to be honored. Our agent informed that while we were unable to make changes due to the nature of the reservation booked, an upgrade could still be arranged with the agency upon pick-up.
  
  We would like to clarify, rates are very dynamic since we work with live inventory. Therefore, deals may change from time to time depending on availability. Some offers may sell out, while others might become available again. As our travelers are charged for their reservations at the time of booking and are nonrefundable, on the checkout page, we inform all Hot Rate bookings are considered final as soon as they are purchased, preventing us from performing any changes or cancelations. Prior to completing the reservation, a box was selected stating that the terms were understood and agreed. 
  
  With the information listed above, we can confirm our agent provided the correct information. Therefore, we will not be able to honor your request for a refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional. 
  
  *** *.
  Customer *********************************************************

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23559466
  
  I am rejecting this response because:
  
  Again, this is a prime example of price baiting/bait and switch. All of this occurred within 2 minutes. Your inventory didnt disappear and then magically reappear within a 2-minute span. It isnt as though I went back to look again the next day, or even hours later. This literally was instantly after I was forced to book a much lower class vehicle. Nonetheless, Im done. I will also tell every single person that I possibly can about Hotwires shady business practices. 

  Business Response

  Date: 07/21/2025

  *************************
  MD 20746
  
  In response to BBB Complaint ID ********, Itinerary **********. 
  
  Dear *******. 
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate Car reservation with SIXT.  
  
  We understand you remain dissatisfied with the resolution we provided. 
  
  As stated on our previous correspondence, pricing on Hotwire is constantly changing, particularly for our Hot Rate offers. The rates may vary based on our partners availability and are not guaranteed until your booking is complete. 
  
  We contacted the car rental and they have confirmed the reservation was used. Based on that information and given that one of our most restrictive rates, which does not allow changes or cancellations, was booked, we are unable to process a refund.  
  
  While we regret to hear that you remain dissatisfied with our answer, our position on the matter will stay the same and will consider this as our final communication.
  
  Our goal is to exceed your expectations. We hope we have the opportunity to better serve your travel needs in the near future.
  
  *** *.
  Customer *********************************************************

• Initial Complaint

  Date:07/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction - Jun 29, 2025, 8:26PM Used the website to book a car for 7/1 to 7/8 but when going to pick the car up found that the date had been changed from what we initially booked the car for. The confirmation email shows the wrong dates but I believe somewhere in the booking process the dates must have changed due to a system error. Relayed this information to hotwire and they won't accept they could have a system error even though I was getting authentication errors mid chat and was having the chat reloaded on me and deleting the messages I was trying to send.

  Business Response

  Date: 07/08/2025

  **** ******
  IA 50701 
  
  In response to BBB Complaint ID ********, Itinerary **********. 
  
  Dear ****.
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Car reservation with Hertz. 
  
  We understand you were dissatisfied with your recent car reservation since you were not able to use it given that the wrong dates were booked. As such, you are seeking a refund.
  
  Upon reviewing your case, we confirmed you contacted our ************* team on July 1st reporting that the dates on your reservation were booked incorrectly and needed assistance with a modification/cancellation. Our agent informed that no changes or refunds could be made according to the policy communicated at the time of booking. The case was then escalated to a supervisor who reinforced the same information and no further actions were taken.
  
  Hotwire strives for clarity both on our website and mobile application. As our travelers are charged for their reservations at the time of booking and are nonrefundable, we are sure to point out booking details such as reservation dates, airport location(s) along the booking path. On the final billing page, within the Booking Rules and Restrictions section, which outlines the Hotwire Terms of Use, we mentioned the reservation was final and non-refundable. Prior to completing the reservation, a box was selected stating that the terms were understood and agreed. 
  
  Regarding on your concern about the chat not working properly on the date of contact, we checked the chat history and found no errors occurring during your interaction with our representatives. 
  
  Based on the information listed above, we are unable to honor your request for a refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional. 
  
  *** *.
  Customer *********************************************************

  Customer Answer

  Date: 07/09/2025

  Complaint: 23542745
  
  I am rejecting this response because:
  
  Now that I have returned from vacation and have access to the computer I made the original booking on, I was able to investigate the caching in my browser.
  
  As stated in my original complaint, I booked a car on June 29, 2025 at 8:26 PM, selecting rental dates of July 1 to July 8. However, when we arrived to pick up the car on July 1, we discovered that the reservation had somehow been made for July 8 to July 15 instead. This was the first point at which I realized the dates had changed from what I selected during booking.
  
  At the time, I suspected a system error may have occurred, especially since I was also experiencing issues while trying to contact Hotwire support. Specifically, the chat window would randomly go white and refresh while I was typing, erasing the message I was in the middle of sending. I understand Hotwire believes their chat was working seamlessly, but as a software engineer I have experience with scenarios where less critical systems like live chat often lack full error logging or visibility.
  
  Since then, Ive reviewed browser logs from my original booking session and found that a GenericException occurred on Hotwires checkout page during the transaction. That exception caused the system to fall back to an API call to retrieve car data instead of using the session data that should have contained my selected dates.
  
  The logs confirm I was logged in and show that the error happened right before the transaction was finalized. This aligns with the exact time I made the booking. That system failure likely caused the reservation to be submitted with the wrong dates, without any notice to me.
  
  Hotwire has not addressed this evidence or acknowledged the possibility of a platform issue. I am requesting a refund due to this technical error and respectfully ask the BBB to keep this case open.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/16/2025

  **** ******
  IA 50701 
  
  In response to BBB Complaint ID ********, Itinerary **********.  
  
  Dear ****. 
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate Car reservation with Hertz.  
  
  We understand you remain dissatisfied with the resolution we provided. 
  
  As stated on our previous correspondence, we have tailored our booking path to be informative. Therefore, our customers are presented with their booking details including reservation dates and various polices regarding their car reservation. Once the reservations is completed, a confirmation page immediately populates disclosing the full booking details and copy of this confirmation is also automatically sent via email.
  
  In case there was an issue while booking, we encourage our customers to inform us immediately so that we can check alternatives. At this point our options are very limited and given that we were not informed about this on the date of purchase, we will not be able to accommodate your request. 
  
  While we regret to hear that you remain dissatisfied with our answer, our position on the matter will stay the same and will consider this as our final communication.
  
  Our goal is to exceed your expectations. We hope we have the opportunity to better serve your travel needs in the near future.
  
  *** *.
  Customer Care Relations
  ********************** Corporate Office 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23542745

  Thank you for your response.

  To clarify, I did not become aware of the incorrect dates until I arrived to pick up the car on July 1. During the booking process, I selected July 18, and the website confirmed those dates prior to completing the booking. The confirmation email I later received showed July 815, which did not match what I selected. I found out these dates did not match what I saw during the booking process when trying to pick up the rental car. I believe a system error or glitch occurred during the booking process. I have browser logs from the time of my transaction that show exception errors on your website. I am requesting that you review your logs or booking records for my reservation on June 29, 2025 at 8:26 PM to verify the dates I selected. If you are unable to investigate this technical error, I would appreciate an explanation of how you can be certain the error did not change the dates I selected, and to verify whether I actually chose those dates from the beginning. I am only asking for clarity, because I know I selected July 18, but I cannot validate this myself. This situation has been very frustrating, and I hope you will take this issue seriously.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were using ************************** to find a hotel room. We used the "pet friendly" filter. We booked a room and when we arrived it was not "pet friendly". We were told we couldn't check in with a dog. We were denied a refund by the hotel and when we called Hotwire, they also didn't give us a refund.

  Business Response

  Date: 07/08/2025

  **** ******
  IL 61704
  
  In response to BBB Complaint ID ********.
  
  Dear ****,
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate Hotel reservation. 
  
  We understand you are dissatisfied with your recent booking since the hotel did not allow you to check-in as you were travelling with a dog and they were not pet-friendly. 
  
  We attempted to locate the booking you referenced. However, we have not been able to find the reservation with the information provided. Please reply with the following details so we can locate the booking you are referring to:
  
  Email address or phone number used to complete this reservation.
  Your 10-digit Hotwire Itinerary Number.
  
  Once we receive this information, we will review your case and get back to you. 

  
  Best Regards, 
  
  *** *.
  Customer Care Relations
  ********************** Corporate Office

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This evening I was ordering a rental car from Hot Wire it was around 9 pm eastern standard time. *** not good using the app to make a reservation for a car rental soo by accident I made a reservation for a standard vehicle at *************** for July 29 2025 twice without realizing this IAm one person an I dont need two cars at the same time I need to cancel one of the car rentals. I made a mistake when booking a did not realize this until after the reservation was completed. I need one of the two reservations cancelled. Thank you

  Business Response

  Date: 07/02/2025

  July 02nd, 2025
  
  ****** **********
  *********************************************
  
  In response to BBB Complaint ID ********; Hotwire Itineraries ********** and 3963727012. 
  
  We understand you are requesting a refund for one of the two rentals as you intended to book only one of them. 
  
  As per reviewing records, we can confirm you reached our customer service regarding this matter on different occasions being the first one on June 25th. We can confirm that the agents and supervisor that assisted you provided the correct information given that the reservations inquired are highly restrictive and cannot be changed, modified or cancelled. 
  
  Please note that we obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations. Based on all the information mentioned above, were unable to honor your request of a refund.
  
  We appreciate your business and regret your Hotwire experience that was anything less than exceptional. 
  
  Best regards, 
  Diego C
  Relations Hotwire ****************

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car through ************************** to be picked up at the dollar rental car agency at 10pm. When I made the purchase it specifically stated that my car will be held up to 2hrs past my reservation time and to notify them of any delay. My AA flt 799 was scheduled to land at *** at 947p and was delayed due to a late inbound aircraft to where we will now arrive at 1026p. I contacted dollar and they advised that they close at 10p and my only option would be to pick the car up at 6a which does me no good tonight to get to my hotel. I called hotwire and they said there was nothing they could do. They refuse to refund my money. I feel as if Hotwire should have never offered this as an option to pick up at 10p if they counter is already closed at 10p. Also, they should have made it more clear that if there was any delay, I would be unable to pick up my car. I basically did not have the additional 2hrs to pick it up they "guaranteed" / "claimed" I had.

  Business Response

  Date: 07/02/2025

  July 01st, 2025
  
  ********* ******
  ******************************************************************
  
  In response to BBB Complaint ID ********, ********************** Itinerary **********. 
  
  We understand you were dissatisfied with your recent car rental as you were not able to use it given that the agency was already closed at the time of your arrival. As such, you are seeking for a refund. 
  
  Upon reviewing your case, we confirmed you contacted our ************* team on June 24th reporting that you arrived at 10:26PM due to a flight delay and the agency was already closed. The agent and supervisor that assisted you, advised changes or cancellations could not be made.
  
  We would like to clarify, the rental booked actually held for 24 hours, so that in case of any late arrival, the pick up can be made among this timeframe depending on the car agency's business hours. Nonetheless, we expect our customers to be there on or before their scheduled pick up time. With the above mentioned, we can confirm the correct information was provided. 
  
  As an exception to our non-refundable policy, we reached out to Dollar, and they validated that the car was not used and agreed to refund the reservation. Therefore, we have processed a full refund of $54.77 back to the original form of payment. Hotwire processes refunds in 1-2 business days then typically takes a bank or credit card company 5-7 business days to return these funds to your account. If you have specific questions about the timing of the refund, we recommend you contact your financial institution directly. The remaining amount of $25.58 shown on your rental details corresponded for taxes and fees collected by the agency once the rental was picked up, given that it was not completed, taxes will not be charged. 
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best Regards,

  
  Diego C. 
  Customer Care Relations 
  ********************** Corporate Office

  Customer Answer

  Date: 07/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I followed the process to get 2 hotel rooms in Downtown ************* / ********* using filters for that particular neighborhood ONLY. I selected the 3.5 star option for $100 which appeared. It indicated brands selected included Embassy Suites, Hilton, Sheraton and ***********. I continued with checking out and the price then appeared as $125.76. I assumed that was for just total for 1 room plus the taxes and fees and would be charged double that amount. When I got the confirmation it returned **********************, which was clearly NOT downtown/ brick town, in fact its miles and miles away from downtown and brick town and was in a very ghetto neighborhood and was only $49 per room. Furthermore, that hotel on there sight is falsely listed as the Airport/ ********* neighborhood. ********** neighborhood is at least 10+ miles from the airport neighborhood. I contacted Hotwire and they refused to issue me a refund. Under not circumstances was I going to stay at that horrible neighborhood and equally horrible motel-like hotel, so I incurred additional expenses to stay elsewhere. I demand a refund for this company lying and misrepresenting properties and switching filters on purpose!!!

  Business Response

  Date: 06/27/2025

  In response to BBB Complaint ID ********, Itinerary **********.
  
  Dear ********,
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your Hot Rate hotel reservation with ************** Oklahoma City Conference Ctr/Airpt/**********
  
  We understand you were dissatisfied with your hotel reservation, as the assigned property was not located in your preferred area. As such, you are seeking a full refund back to your original form of payment. 
  
  Upon reviewing your case, we confirmed you had a reservation from June 22 to June 23, 2025. A contact was made to our **************** team shortly after completing the booking requesting a cancellation as your selected neighborhood was Downtown ************* - ********* and the assigned hotel was instead in the ***************************** (***), ******** area. Additionally, the hotel was not among the possible options displayed while booking. Our agent verified that the property was within the green-shaded area shown at the time of booking which corresponded to ***************************** (OKC), ********* Despite the non-refundable policy agreed upon purchase, our agent contacted the hotel and asked for a refund but, it could not be authorized at that time. As an exception, we offered to issue a credit in the form of Hot Dollars for a future purchase minus a $20.00 cancellation fee; however, it was declined, and the case was escalated to a supervisor. Our supervisor did not find any error message on the records related to your reservation and, attempting to find more information, he replicated the booking search and confirmed that, with the amenities selection, there were no Hot Rate deals available in Downtown ************* - ********* that matched and the area offered was *****************************. Therefore, he reinforced the same resolution.
  
  Allow us to assure you it is never Hotwire's intention to mislead our customers in anyway, therefore, we would like to clarify that, while we understand the initial search was for Downtown ************* - *********, the results page may also display nearby areas when limited options are available. However, we always disclose the city area where each hotel is located, along with an area map, allowing you to review the hotel's neighborhood location before the purchase is completed. After reviewing the documentation shared, we confirmed that the neighborhood, number of rooms, payment summary and complete booking details were disclosed accurately before purchase. Additionally, the "Plus, another brands and independents." message is disclosed when showing the sample hotel chain names, meaning it did not secure any specific hotel or brand names. Then, we can confirm that the resolution provided by both, our agent and supervisor is correct.
  
  Nonetheless, in an effort to resolve this matter, we made another attempt to get in contact with the property, and we are glad to inform that the refund request has been approved.  Therefore, we have processed a refund in the amount of $125.76 back to the original form of payment. Hotwire processes refunds in 1-2 business days back to the original card used for the booking. It then typically takes a bank or credit card company 5-7 business days to return these funds to your account. 
  
  Thank you for choosing Hotwire.
  
  Best Regards,
  
  ****** *. 
  Customer *********************************************************

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23507157
  
  I am rejecting this response because Hotwire is not acknowledging their ERROR.  (1) I selected one filter, ************ / **********  (2) The ******* is NOT in or near *********, although it is listed as ***************/Downtown/**********  It is a LIE to say a hotel near the airport is also in the Downtown/********* neighborhood, over 10 miles away.  (3) Hotwire is not doing me a "favor" by refunding my money for a LIE and service not provided. (4) Hotwire should be apologizing and trying to compensate me for the additional money I had to spend for other accommodations, the gas and time spent going into that horrible neighborhood, and my being put into a stressful situation.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/08/2025

  In response to BBB Complaint ID ********, Itinerary **********.
  
  Dear ********,
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your ************** reservation with ************** Oklahoma City Conference Ctr/Airpt/**********
  
  We understand you remain dissatisfied with the resolution we provided, as you consider an error occurred resulting in the reservation being booked in a wrong area. As such, you are requesting to be compensated for alternate accommodations and related expenses.  
  
  As stated on our previous correspondence, we have tailored our booking path to be informative, hence we present with key reservation details, including the area or neighborhood of the hotel, prior to purchase. While we acknowledge that your initial search was for the Downtown ************* - ********* area, due to limited availability in that specific zone, our system displayed nearby areas. We also reviewed the image previously sent and verified that the neighborhood ultimately booked was the ***************************** (OKC) area. 

  On regards your concern about "*********" being part of the hotel's name, please note this is set by the hotels themselves and can sometimes include references to multiple areas regardless of the actual location. Based on the above mentioned, we are unable to accommodate your request.  
  
  While we regret to hear that you remain dissatisfied with our answer, our position on the matter will stay the same and will consider this as our final communication. Our goal is to exceed your expectations. We hope we have the opportunity to better serve your travel needs in the near future.
  
  Best Regards,
  
  ****** *. 
  Customer Care Relations
  ********************** Corporate Office

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 10, 2023, I booked a travel package through ************************** for a trip to **** (Itinerary #: **************), totaling $2,296.65, which included ************************* flights, a car rental, and trip protection plans. This booking was made in good faith for a father-daughter trip following my cancer diagnosis.Due to the catastrophic Maui wildfires, our travel became unsafe and medically inadvisable. Flights were canceled mid-transit, emergency orders were issued by both the State of Hawaii (August 9) and the *********** (August 10), and conditions at the destination were uninhabitable. I acted swiftly to cancel and contacted Hotwire, who verbally promised a full refund within 710 business days.Weeks later, only a partial refund of $320.43 for the car rental was issued. Despite having sold the entire travel package and insurance, Hotwire has since refused to process the remaining refund and is redirecting me to ***************, which is inappropriate as Hotwire was the selling party.This behavior has resulted in months of delays, repeated deflections, and a failure to uphold refund obligations. I submitted the required claim to *************** on June 17, 2025 (Claim #: ZCI37704), but resolution is still pending, and no further support has been offered by Hotwire.

  Business Response

  Date: 07/06/2025

  06 July 2025,
  
  
  Better Business Bureau
  ********************** and ****************
  Complaint Department
  Re: ************************** case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ************************** regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  ************************** is responding to the consumer complaint from Mr. ****** ****** (BBB case number ********) regarding the flight booking refund under the said itinerary 72621112688429.

  According to our booking records, Mr. ****** made a round trip flight reservation from ******* to ************* for August 09, 2023 and return on August 14 2023.

  Upon reviewing our records, we found that the ticket in question was issued on 31 July 2023, and has since expired in our system.
  However, we reached out to the airline on Mr. ******* behalf to request a refund due to the wildfire situation. Regrettably, the airline declined the request, citing their policy, and confirmed that the ticket now holds no value.

  If Mr. ****** would still like to pursue the matter further, he is welcome to contact the airline directly through the following link: ***************************************** . Please note that any further consideration for a refund will be at the airlines discretion, as they have already denied our initial request.

  We are sorry that we were unable to fulfill Mr. ******* request. Please note that Hotwire acts as an intermediary between travelers and service providers, and we are bound by the policies set by our airline partners.

  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us.

  Regards,
  ****** K
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/08/2025

  Complaint: 23498722
  Response to ************************** Case #********
  
  Dear Better Business Bureau,
  Thank you for providing the opportunity to respond regarding Hotwire.coms position on this matter. While I appreciate Hotwires effort to contact the airline, I must respectfully reject their response.
  -Full travel insurance purchased through Hotwire
   All travel protection and insurance coverage were purchased directly through Hotwire at the time of booking. Therefore, responsibility for the refund process and policy enforcement rests with Hotwire as the merchant and distributor of those protections.
  -Timely refund request
  I exercised due diligence by requesting a full refund before the expiration of the refund window. Despite this, Hotwire only issued a partial refund, which I accepted in good faith while expecting the matter to be properly followed up. Documentation of this partial refund will be provided for review.
  -Inappropriate deferral to airline
  Continuing to defer this matter to *************** is an abdication of responsibility. Hotwire cannot act as the seller of the insurance and booking agent while simultaneously distancing itself when issues arise. As the customer, my agreement and transaction were with Hotwirenot ****************
  In summary, I am rejecting Hotwires response due to their failure to honor the terms of their own travel insurance offering, their neglect in processing the refund in full despite a timely request, and their ongoing redirection of responsibility to the airline. I respectfully request the BBB consider this in continued review of the case. Supporting documentation, including proof of refund request timing and partial refund, is attached.
  Sincerely,
  ****** ******

  Business Response

  Date: 07/12/2025

  12 July, 2025
  Better Business Bureau
  ***************** Area and Northern Coastal
  Complaint Department
  RE:************************** Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from *** ****** ****** (BBB case number ********). We regret to hear *** ***** did not accept our response or resolution offered.
  
  After thoroughly reviewing *** ****** case and the documentation provided, we would like to clarify our position regarding the refund request and travel insurance:
  
  1. Airline Refund Responsibility
  As previously communicated, the charges for the flight portion of your package were collected directly by ***************. As such, any decision regarding flight cancellations or refund eligibility lies solely with the airline. Hotwire, as a travel agency, serves as an intermediary between travelers and travel service providers, including airlines.
  
  We did escalate a refund request to *************** on *** ****** behalf. However, the airline has declined the request, citing their internal policy. They have confirmed that the ticket now holds no value and is ineligible for a refund. For further assistance or reconsideration, we recommend reaching out to *************** directly at:*****************************************.
  
  2. Travel Insurance
  With respect to the travel protection plan purchased during *** ****** booking, please note that all travel insurance products offered on our platform are provided by third-party insurance companies. While these plans are made available through our website,the policies, terms, and claim decisions are administered and enforced by the insurance provider not by Hotwire.
  
  We encourage *** ****** to reach out directly to the insurance provider to follow up on his claim, as they are solely responsible for reviewing and approving or denying any reimbursement based on the policys terms and coverage.
  
  3. Partial Refund for Car Rental
  We acknowledge that a partial refund of ****** USD was issued for the car rental portion of *** ****** package reservation. This refund was processed promptly as that component fell within our cancellation and refund guidelines. We regret that a full package refund could not be provided due to the airlines and insurance providers respective policies.
  
  We are sorry for the outcome and understand it is not the resolution *** ***** were hoping for. Please know we have exhausted all avenues available to us in advocating on *** ****** behalf.
  
  We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Regards,
  ****** K
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23498722
  
  To Whom It May Concern,
  

  Thank you for the opportunity to respond to Hotwires second letter regarding my refund request for the travel package I booked during the Maui wildfires in August 2023. I respectfully reject Hotwires continued denial of responsibility and the proposed resolution. Their response not only misrepresents the nature of my transaction but fails to acknowledge the unacceptable customer service I experienced, the emotional distress caused, and the substantial time I have spent trying to resolve this matter.
  Hotwire continues to insist that *************** is solely responsible for the refund of the flight portion of the package. However, my travel reservation was made through Hotwire as a bundled package including both the flight and car rental. I paid Hotwire directly. Regardless of how the payment was processed on their backend, Hotwire served as the merchant of record and therefore retains responsibility for the complete booking experience, especially when things go wrong. At no point during the purchase process was I clearly informed that I would need to deal with the airline separately in the event of a cancellation. When I reached out to Hotwire for support, I was told a refund request had been escalated to ***************, yet I was never copied on any correspondence with the airline nor provided with written confirmation that my refund was officially denied by United. I was simply told the case was closed with no resolution and no alternatives offered, such as a credit or rebooking, which were commonly provided by airlines to travelers during the Maui wildfires.
  Additionally, Hotwire claims the travel insurance I purchased at checkout is a third party product and not their responsibility. While I understand that the policy may be administered by a separate company, the policy was sold through Hotwires platform, integrated into their checkout process, and presented as part of my booking experience. As such, Hotwire bears a degree of accountability when things go wrong with a product they offer under their brand. I attempted to engage both Hotwire and the insurance provider after my trip was disrupted, but I was left in a constant loop between the two with no resolution. Despite my multiple requests, I was never provided with full policy documents ahead of the denial, and the explanation I was eventually given was vague, citing a natural disaster exclusion without clearly identifying how or why that applied. At no point did anyone from Hotwire advocate on my behalf or help me make sense of the process. Instead, the support stopped entirely, and I was left alone to chase down information from two unresponsive parties.
  Hotwire did issue a partial refund of ****** dollars for the car rental, and while I appreciate that action, it came only after I had to escalate the matter and was issued months after the initial request. It does not account for the much larger portion of the total cost, which included the flight and additional booking fees. I was left financially responsible for hundreds of dollars for a trip that was not only cancelled but was rendered impossible due to a natural disaster. That trip was booked to **** just days before the island was devastated by historic wildfires and widespread travel disruptions. Hotels, rental services, and airlines were canceling en masse, and it was widely covered in national and international news. Other travelers were receiving full refunds and credits during that period, while I have been continually denied even basic transparency or empathy.
  Beyond the financial toll, this situation has caused significant emotional distress. What should have been a straightforward refund process has stretched across nearly two years of constant follow up, unreturned emails, and contradictory responses. The amount of time I have spent on this, including lengthy phone calls, documentation, and formal complaints, is extraordinary. The back and forth alone has cost me peace of mind and created ongoing stress. There has been no continuity of support from Hotwire, and each escalation has resulted in me being passed to another representative who is unfamiliar with the case. The process has left me feeling completely devalued as a customer and unsupported during what was already a deeply emotional time, given the tragic circumstances surrounding the wildfires.
  In summary, Hotwires position lacks both legal sufficiency and basic decency. They have failed to take meaningful responsibility for a travel package sold through their platform during a widely documented state of emergency. Their refusal to engage beyond minimal gestures and vague policy references shows a clear disregard for customer well being. I ask the ********************** to continue reviewing this case in light of the facts provided, including the emotional and financial burden this situation has caused.
  Thank you for your continued attention to this matter.
  

  Sincerely,
  ****** ******