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:10/03/2022

  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.

  The transaction date is Feb 16, 2022, using my email account *********************** amount of money I paid through hotwire.com is $411.63.The business committed to provide me rental care on Feb 16, 2022, at 8 am and drop the vehicle off at the exact location on Feb 21, 2022, at 6 pm.The nature of the dispute: I canceled the reservation that day and was told I could not cancel. I requested a refund. I was informed that it was a hot deal and there were no cancellations. When performing the transaction, it did not state it was a hot deal, and I would not be unable to cancel.

  Business Response

  Date: 10/11/2022

  October 11, 2022
  
  *******************************
  1918 ************
  ********, ** 27377
  
  In response to BBB Complaint ID ********, ********************** itinerary 3750907084
  
  Dear *******,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car rental reservation with Hertz.
  
  We understand you are requesting to get a refund for your rental car booking because you claim that you were not shown during the booking process that the reservation is non-refundable. 
  
  Upon receiving your complaint and researching the reservation, we discovered that you filed a nearly identical complaint with the Better Business Bureau on February 22, 2022, to which we have already responded.
  
  Further our previous correspondence on February 22, 2022, we indicated that we identified that you had contacted our customer care on February 15, 2022, regarding the incorrect dates of your reservation. I We confirmed that our customer care agent offered a one-time exception to refund the booking amount in the form of Hot Dollars, however, you did not accept the resolution as you preferred a refund back to your original form of payment. As such, the booking remained intact along with its terms that the reservation is final and non-refundable. Additionally, we explained that according to our records, there was no indication on our end that an error occurred with your reservation. As a result, we concluded that we had indicated during the booking process that your booking was a Hot Rate rental car.
  
  Because Hotwire strives for clarity on the site and app, we provided an outlined list of Car Booking Rules and Restrictions on the final booking page. Prior to completing the booking, we specify that the booking is final (no refunds, no changes, non-transferable).
  
  Based on the information provided above, we are unable to honor your refund request.
  
  We appreciate your business and regret any Hotwire experience that was less than exceptional.
  
  Best regards,
  
  **********
  Customer Care ****************************************************

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18158409
  
  I am rejecting this response because: It clearly showed from evidence, the confirmation emails that it was fraudulent transaction, I want my deposit back of $411. 63 for the vehicle that I did not get from the airport. The confirmation receipt does not sate the sell is final. I will be notifying federal and my state agencies of these unethical and fraudulent acts of Hotwire and Hertz, it does not state that on the evidence I provided that the transaction was final.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/16/2022

  October 16, 2022
  
  *******************************
  1918 ************
  ********, ** 27377
  
  In response to BBB Complaint ID ********, ********************** itinerary 3750907084
  
  Dear *******,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with ***********
  
  We regret to hear that you remain dissatisfied with the answer we have provided regarding your request for a refund of your car reservation.
  
  Per our previous correspondence, we indicated that the reservation was non-refundable. Under Hotwire rules we disclose that all Hotwire Hot Rate bookings are final. No changes or refunds are allowed.
  
  We are unable to ***** your refund request. While we understand this may not be the resolution you were looking for, our position on the matter remains unchanged.
  
  Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we could have the opportunity to better serve your travel needs in the near future.
  
  Best regards,
  
  **********
  Customer Care ****************************************************

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18158409
  
  I am rejecting this response because:

  The business' response is unsatisfactory, ***** further investigation needs to be performed. The vehicle that I purchased was not a hot rate deal and the information I provided shows that on the receipts of the transaction. I called to cancel that same day right away, and I have 24 hrs. to cancel. Also, they took the money out of my checking account, the entire balance.  I did not utilize their rental services and I want a full refund; this needs to be reported to the ******************* fraud department. Also, it's not a hot rate care because you will not know which rental agency you are getting, and on my receipt, it shows *****. Moreover, the business did not provide any information claiming that it was a hot rate deal. The business is not proving their claim. And are practicing unethical acts of fraud to their customer.  It was not a deal; you can tell by the cost of the rental. This matter requires Hotwire upper management to investigate this matter. Please advise
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  *******************************
  1113 PO Box
  **********, ** 27045
  
  In response to BBB Complaint ID ********, ********************** itinerary 3750907084
  
  Dear *******,
  
  We are writing in response to your additional inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with ***********
  
  We regret to hear that you remain dissatisfied with the answer we provided regarding your refund request and insists that it was not stated that the reservation was a Hot Rate car.
  
  Per our previous correspondence, based on our system, you have booked a Hot Rate car reservation. Hotwire strives for clarity on the site and app; therefore prior to completing the booking; we are sure to point out and specify the type of reservation selected.
  
  Please note that we reviewed the files attached to the complaint and identify that on the booking confirmation we disclosed under Hotwire rules that all Hotwire Hot Rate bookings are final. No changes or refunds are allowed.
  
  While we understand this may not be the resolution you were looking for, our answer remains unchanged and will consider this as our final communication on the matter.
  
  Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we could have the opportunity to better serve your travel needs in the near future.
  
  Best regards,
  
  **********
  Customer Care ****************************************************

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18158409
  
  I am rejecting this response because: I do not accept hotwire response its unsatisfactory, Ans you have not exceeded my expectation. The customer is always right. This is fraud, ********************** practices are unethical and Fraudulent you are providing use of falsified statements, misrepresentation, or dishonest conduct intended to mislead or deceive me from getting a refund for services that hotwire did not render. Hotwire did not offer me anything else. I did not utilize your services, you do not just get to keep my money especially when I called and canceled right away, that same day.  i should have 24 hrs. to cancel. My purchase was not a hot rate deal.  You have provided purposeful deception, you stated that there is a disclaimer on the confirmation email about the hot rate it's not on the confirmation email and hotwire is intentionally depriving me of money and I have suffered a loss from your fraudulent tactics. I request a refund of monies loss due to Hotwire negligence due to pandemic issues that Hotwire and their third parry may be facing.    
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/03/2022

  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.

  On 7/14/2022, I reserved a rental vehicle through Hotwire for a trip to ****** from 7/16-7/23. Through Hotwire, I rented a Jeep Grand Cherokee (or similar Standard Size SUV) from Hertz under reservation number K1884513545. The confirmation email showed the vehicle as a ******* ***** Fe or similar, but it was still a standard size suv so that was fine. We needed a larger vehicle because we had 5 people going with luggage and scuba gear. The Jeep Grand Cherokee (or similar) would provide the space we needed. The vehicle was rented at a rate of ***** a day for 7 days plus taxes and fees ($167.70) and we also purchased insurance through them at $88 (Allianz). The total rental was supposed to be $622.66. When we got to ******, we were taken offsite to Hertz where we were then told we had rented a compact SUV. We disagreed with the agent and told him what we had rented and showed confirmation. He said that's not what was booked through them and to go look at the compact suv and see if they will work. While looking at the compact suv's we noticed 2 Jeep Grand Cherokees on the lot. We were told they were both available but for an upcharge as our reservation only covered a compact suv. We called Hotwire to sort it out as there was no way a compact suv would be large enough. The only help Hotwire would offer was to cancel the reservation, effectively leaving us stranded in a foreign country. We inquired about the Grand Cherokee upgrade price through Hertz and was told it would be $350/day. After going back and forth with the agent they agreed to only charge us an "upgrade fee" of $350 for the week for the class of vehicle we had already booked through Hertz. Then there were other taxes and fees that Hotwire said were included in our initial confirmation. What was supposed to be a $534.66 (insurance was separate) rental turned into $1428.37. Hotwire allowed us to book one class of vehicle but then booked a lesser class of vehicle for our trip like a bait and switch scheme

  Business Response

  Date: 10/08/2022

  October 7, 2022
  
  ***********************
  8397 ***********
  ********, ** 33776
  
  Re: Case Number ********, Hotwire Itinerary Number ********** 
  
  Dear ******,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Standard Rate car reservation with ***********
  
  We understand you are requesting a refund of the upgrade fee for your rental car booking because you claimed that the rental location informed you were only booked for a compact size SUV, not a Standard SUV. 
  
  Upon review, we identified that you contacted our ************* team on July 16, 2022 regarding the matter. We confirmed that our representatives provided you with the correct answer. Our response will remain the same as all Hotwire agents follow the same policies.
  
  At Hotwire, we strive for clarity on the website. During the booking process, specifically on the search results page, we state the makes and models shown are examples only. We provide you with general information on passenger and luggage capacity for the various car types, as well as examples of some car models. We do not guarantee a specific make or model as car rental agencies carry different makes and models and are always updating their fleets; your actual rental car will be similar but may not be identical to the one pictured. 
  
  We contacted ***** regarding your claim, and they informed us that your Hotwire reservation was for a standard SUV. They advised us that the car provided to you was a larger vehicle, but still under the same car class. They confirmed that the additional fee you incurred were not for an upgrade fee. 
  
  Based on the information mentioned above, we are unable to honor your request for a refund of an upgrade fee.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional. 
  
  Best regards,
  
  ************
  ************* **********************************************************

  Customer Answer

  Date: 10/18/2022

  Regarding Complaint #******** (attached), what the business stated regarding my complaint was not true.  First off, I was not looking for a refund for an upgrade fee.  I am looking for a refund in the difference in what Hotwire confirmed my price ($534.66) would be and what I actually ended up paying ($1428.37).  Their site and confirmation email stated that the price would be for the rental and fees in which it was not. Secondly, what they say was not an 'upgrade fee' and we were not charged for one is in direct conflict of what the receipt from Hertz shows.  The Hertz receipt specifically says that there is an upgrade fee for literally the exact same vehicle we were supposed to be renting.  When Hotwire was showing a Jeep Grand Cherokee (or similar vehicle) as a Standard SUV and then we get charged an upgrade fee for a Jeep Grand Cherokee, I'm failing to see where we should be charged an upgrade fee and how that is justifiable.  Essentially they advertised vehicle A (or a similar size vehicle B) but then when we picked up the car, we were told we had reserved vehicle E but vehicle A was available but we had to pay an upgrade fee. What else can I do in order to get this resolved?  I have also attached a finalized receipt from Hertz that I was finally able to get from them that clearly shows all the additional fees and the car upgrade fee.
  
   
  
  Thanks, 
  
  ***********************
  

  
  

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  ***********************
  8397 ***********
  ********, ** 33776
  
  Re: Case Number ********, Hotwire Itinerary Number ********** 
  
  Dear ******,
  
  We are writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Standard Rate car reservation with ***********
  
  We regret that you remain dissatisfied with the resolution we provided on our previous correspondence. You added that aside from the upgrade fee, you are requesting for a refund of the difference between the estimated total on the confirmation and the total amount you paid at the car rental location.
  
  Per our previous response, Hotwire provides you with general information on passenger and luggage capacity for the various car types, as well as examples of some car models. We do not guarantee a specific make or model as car rental agencies carry different makes and models and are always updating their fleets; your actual rental car will be similar but may not be identical to the one pictured. Hertz also verified that the car provided to you was a larger vehicle, but still under the same car class.
  
  Upon review of the final receipt you submitted, we identified the additional charges were for the following:
  
  collision damage waiver (CDW2) 
  fuel 
  car upgrade
  additional driver 
  DA OS AL **** / Damage 
  airport fee 
  vehicle license fee 
  service charge 
  transaction fee 
  
  Please note that these items, excluding the airport fee and other recovery fees, are considered add-ons which you agreed to purchase when you signed the rental contract. Incidentals or add-on purchases are billed by the rental agency directly and are not included on your Hotwire rate. Any concerns regarding fees such as collision damage waiver, fuel, car upgrade, additional driver, and DA OS AL **** / Damage are best discussed directly with the rental car company.
  
  In order for us to evaluate further the charges for the airport fee and other recovery fees, may we request a copy of your credit card billing statement showing those charges. You may send us your response to [email protected] as soon as you have the necessary details available.
  
  Based on all the information mentioned above, we are unable to honor your request to refund the remaining charges from ***** as they were for optional incidentals assessed by the agency.
  
  Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we can have the opportunity to better serve your travel needs in the near future. 
  
  Best regards,
  
  ************
  Customer Care ****************************************************

• Initial Complaint

  Date:09/28/2022

  Type:Customer Service 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 will never use Hotwire again and I have been a loyal customer the last 6 years. I have never had an issue booking through HW until my stay at the Comfort Inn in ************. I gave hotwire the chance to correct their mistake in the form of additional nights at the hotel, or credits on my Hotwire account. I reached out via chat in my app, and also called the customer service line to speak with a 2nd person regarding the same issue. I was told by both customer service representatives that there was nothing they could do to make it right. I am a single mom with 3 kids 7 and under. These last few months have been really tough for my family going through a divorce, selling the only home weve ever known, and having to move in with my parents. I don't have the financial means for a vacation, but knew we needed an escape, so I booked local through HW with only one criteria: It had a POOL. I did a quick cost-benefit analysis based on price, location, and MOST IMPORTANTLY having a pool. All sales are final after you book so I was very meticulous in only considering options with a pool because it was the only reason we got a ******** min from where we live. Once we had carried all our luggage inside, unpacked and settled in the room, we got our swim suits on and headed down to the pool only to find out that its permanently closed. The hotels website states the pool is permanently closed (and has been for a while) but Hotwire failed to update their site with this information. When you books through Hotwire you do not get to see what hotel you are booking, the only information you are given to make your choice is the price, area, and amenities. My kids were heartbroken and disappointed and it completely ruined our attempt at a fun escape to temporarily forget the struggles of life. I called/chat to express my dissatisfaction and address the deceit of them promising certain amenities and not providing the service advertised they told me sorry, it wasnt their problem$286

  Business Response

  Date: 10/06/2022

  October 6, 2022
  *************************
  217 *****************
  *********, ** 64070
  
  In response to BBB Complaint ID ******************************* Itinerary Number 6590331916.
  
  Dear ******,
  
  Thank you for allowing us the opportunity to address your Hotwire concerns as sent through the Better Business Bureau regarding your Hot Rate hotel reservation with **************************************.
  
  We understand you request a refund for your hotel booking because the propertys pool was not available.
  
  Upon reviewing your account,we were able to confirm that you spoke with one of our ************* agents on September 28, 2022, regarding the matter. Our customer service representative offered to contact the hotel to request a refund for the unused nights and assist you booking a new hotel with a pool, but you opted to keep the reservation and requested instead for a credit or to extend your stay at the hotel. Our customer service representative denied neither of your request and explained that the pool amenity is not listed on your reservation. We identified that our ************* representatives provided you the correct answer. Our answer will be the same as all Hotwire agents follow the same policies.
  
  Hotwire strives for clarity on our website or app because travelers are charged at the time of booking. When searching for hotels on the website or app and during the booking process, the search results show the amenities available for **************** According to our records, the amenities included on your booking are Free parking, Free internet, Pet friendly, Smoke-free rooms, ******* center, ************ laundry, Internet access. We confirmed there were no changes in the amenities and pool was not included as an available amenity for your hotel booking.
  
  For future reference, please know that you can choose the place you want to stay based on amenities that are most important to you -- like a pool, in-room kitchen, free parking, proximity to golf courses or access to the beach by using the amenity filter available online when searching for hotels.
  
  Based on the information mentioned above, we are unable to honor your refund request.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best Regards,
  
  Jhona A.
  ************* ****************************************************

• Initial Complaint

  Date:09/27/2022

  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 December 29, 2020 I booked for Hotel Accomodation (***** Plaza, ************) with HOTWIRE COM. The Total Amount invoived was $686.02 (including a trave insurance of $29.54).Because of the world wide COVID-19 PANDEMIC the event (61st World Session of the ****************** of ******* Day Adventists, scheduled for June 25 to Jul 4 2020) for which that booking was made, was CANCELLED by the world church, GCof SDA.I have, since the Cancellation of the world event motnhs before the June 25 date), tried IN VAIN by phone and Email to try to obtain the REFUND OF FUNDS DUE ME ( the $686.02 which was charged to my Credit Card on December 30, 2020)..Their (HOTWIRe) Confirmation No. is #**********, as stated on Hotwire's Email dated Dec.29, 2019 11.42am.I NEED HELP TO RECOVER THE FULL AMOUNT, due to the Word COVID 19 PANDEMIC unusual circumstances. Thank you in advance!!!P.S.: I am prepared to send proof of Hotwire Confirmation and Charge to my Credit card for same, if needed. Please contact me by email, if necessary.

  Business Response

  Date: 10/01/2022

  October 1, 2022
  
  *****************************
  408 ********************
  **********, ** 78664
  
  Re: Case Number ********, Hotwire Itinerary Number ********** 
  
  Dear Philemon,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your ************** reservation with Crowne Plaza ************ - Downtown *************, an IHG Hotel.
  
  We understand you are requesting a refund for your hotel booking that you cancelled due to the ******19 pandemic.
  
  In recognition of the travel disruptions due to the COVID19 pandemic during your travel period, we reached out to the hotel on your behalf upon receiving your complaint. The property informed us that they cancelled the booking on June 17, 2020. As an exception since you will not be accommodated if the property cancelled the reservation prior your travel dates, we have processed a full refund of $656.48 back to the original card used for the booking. 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.
  
  As for the Trip Protection, Allianz Global Assistance is a separate entity from Hotwire. We also contacted them, and they informed us that you can email them at *********************************** for a possible refund for your Trip Protection. Kindly indicate your policy number H81408440 and include a copy of the hotel's cancellation due to COVID19. 
  
  Please note that your refund request for your hotel booking was initially denied by our ************* agents because ************** bookings are non-refundable once booked. Additionally, according to our records, we were not notified of your concerns prior or during the travel dates. 
  
  For future reference, we recommend contacting Hotwire ************* immediately by texting HELP to ***** if you have concerns with your booking. Our associates are available 24/7 to assist you.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional. 
  
  Best regards,
  
  ************
  ************* **********************************************************

• Initial Complaint

  Date:09/27/2022

  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.

  I booked 2 nights at the ***************, itinerary 5535684682.Our first room was in a construction zone. They left a letter on the desk in the room saying that construction takes place 9am-5pm. We woke up the first morning to unbearable drilling noises around 7:30am. We spent the day out of the room, and when I came back to use the toilet around 5pm, nasty water from the ceiling were dripping on me while I was sitting on the toilet. We turned to the front desk asked to move to a different room, they moved us to a different room, which seemed fine at first, but when we came back a few hours later, we saw an even worse water leaks from the ceiling which smelled terrible and stained our clothes. We had to walk all the way to the front desk again ("why didn't you just call us from the room?" - because the phone wasn't working!). They then moved us to a suite to compensate (even tho we couldnt enjoy it as we only had 5 hours to sleep before we had to catch a flight. When we finally got to the suite and thought we could finally get some sleep, we realized that the room wasnt cleaned up before us, the bed was not made and the sheets were stained, wet towels were thrown around the bathroom and trash cans were full. They eventually had us in a penthouse which we couldnt even enjoy as we only had a few hours left before we had to leave to the airport. When I checked out I asked the front desk for a refund for all the aggravation that was caused us since the first morning to the last night, they said that I should contact Hotwire. All they could do was waive the resort fees. When I contacted Hotwire they told me they tried to call the hotel and the hotel didn't authorize the refund, so all Hotwire could do was give me a $60 credit. I spend over an hour now speaking to representatives and supervisors, some of them were rude and hung up on me, some of them lied to me saying that since I had not called them at my stay this is now too late to get a refund.

  Business Response

  Date: 10/04/2022

  October 4, 2022
  

  Itay Jerufi
  3210 ***********
  ***********, ** 90034
  In response to BBB Complaint ID ********, ********************** Itinerary Number 5535684682.
  
  Dear Itay,
  
  Thank you for allowing us the opportunity to address your Hotwire concerns as sent through the Better Business Bureau regarding your Hot Rate hotel reservation with **************************.
  
  We understand you request a refund for your hotel booking because of the unsatisfactory experience.
  
  Upon reviewing your account,we were able to confirm that you spoke with one of our ************* agents on September 27, 2022, regarding the matter. We confirmed that the agent you spoke with provided you the correct resolution. Our answer will be the same as all Hotwire agents follow the same policies.
  
  In addition, we identified that we were only notified of your concerns after the stay, when our options were already limited. We called **************************, however they denied our refund request as the hotel rectified the experience by upgrading your room to Penthouse without additional cost and waive the resort fee.
  
  As a way of apologizing for the experience, Hotwire has applied $60 Hot Dollars to your account under ****************** Hot Dollars can be used for any Hot Rate Car or ************** booking via the Hotwire.com website.Each Hot Dollar is equivalent to one **** dollar and expires one year from the date of issuance.
  
  Based on the information mentioned above, we are unable to honor your refund request.
  
  For future reference, we first want to give our partners the opportunity to rectify the situation with a change in rooms if there is a quality concern with the room. In the event the hotel is not able to resolve the matter to the travelers satisfaction, we recommend contacting Hotwire ************* immediately at ************** or text HELP to *****. Our associates are available 24/7 to assist you.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best Regards,
  
  Jhona A.
  ************* Relations
  ********************** Corporate Office

• Initial Complaint

  Date:09/27/2022

  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 Tuesday September 27, 2022 I purchased one of Hotwires **************** I wasnt allowed to know the name of the hotel, just the fact that it was a 2 1/2 star in ********** **. They had a button I could press that said ********** will I get. It listed **************************** hotel, Ramada Worldwide, Holiday Inn and Hampton as examples of 2 1/2 stars. All of which I would have been happy with. After purchasing my hot rate hotel. I was given the *********** in ********** **. Which on Hotwires own website is listed as a 2 star hotel. just to be sure I checked TripAdvisor, and a Hotels.com. They both rate this hotel as a two star . It is a motel style establishment. I called Hotwire immediately to try to cancel because I did not purchase a 2 star hotel. They refused to cancel it as well as would not allow me to send copies of their very own listings that show that I purchased a 2 1/2 star and was given a 2 star. I spoke with two different people and spent an hour on the phone and got nowhere. How can a company not have an email to send information to and not be allowed to give out a phone number to send pictures to. This was a bait and switch which is illegal.

  Business Response

  Date: 10/05/2022

  October 5, 2022
  
  **************************************************************************************************** 43606
  
  In response to BBB Complaint ID ********, ********************** Itinerary Number 5274591561
  
  Dear ********,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your ************** reservation with Rodeway INN - **********, **.
  
  We understand you are requesting a refund for your hotel booking because the star rating of the property you received is half-star lower than what you were shown during the booking process and after confirmation. You added you were shown guaranteed hotel chains during booking. 
   
  Allow us to explain further, with **************** the hotel name is revealed after booking. The **************** chain messaging means you are guaranteed to stay at one of the regional or national chains. Hotwire partners with a variety of hotels to ensure our travelers have the best discounts available to them. The four hotel chain names displayed are meant to provide an idea of what type of hotels are associated with the star rating that is being booked. Even though you may have received a lesser-known regional brand, you should expect the quality of the property to be in line with the star rating.
  
  Please know that we coordinated with the hotel on your behalf, but the property mentioned that the booking was fully utilized, therefore we are charged for the booking and are unable to refund the ************** reservation.
  
  We reviewed further the issue you have brought to our attention regarding the hotels star rating. We identified that there is a discrepancy in the star rating showing on our website. As a way of apologizing for your inconvenience, we have applied $25.00 Hot Dollars that you can use towards your next Hotwire booking. Hot Dollars can be used for any Hot Rate Car or ************** booking. Each Hot Dollar is equivalent to one **** dollar and is available for one year from the date of issuance.
  
  We have shared this information to our product team and hope this gets updated shortly.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best regards,
  
  **********
  Customer Care ****************************************************

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18134758
  
  I am rejecting this response because they acknowledge they sold me a 2 1/2 star hotel and gave me a 2 star instead.  You state that because I stayed there that you can not refund my purchase.  I only stayed there because you refused to cancel my reservation and refund my money in the first place.  Also, you continue to advertise that hotel as a hotrate hotel at 2 1/2 stars even though you acknowledge the discrepancy in that in actuality it is a 2 star motel style.  You continue to run your bate and switch scheme against unsuspecting consumers.  Nothing has changed. $25 hush money is unacceptable.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/11/2022

  October 11, 2022
  
  **************************************************************************************************** 43606
  
  In response to BBB Complaint ID ********, ********************** Itinerary Number 5274591561
  
  Dear ********,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate hotel reservation with Rodeway INN - **********, **.
  
  We regret to hear that you remain dissatisfied with the answer we have provided regarding your request for a refund of your hotel reservation.
  
  Per our previous correspondence, we indicated that we have coordinated with the hotel on your behalf, and the property representative informed us that the booking was fully used; therefore, we are charged for the booking and are unable to refund the Hot Rate hotel reservation. We have also mentioned that we have shared the star rating discrepancy with our product team and hope this gets updated shortly.
  
  While we understand this may not be the resolution you were looking for, our position on the matter remains unchanged.
  
  Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we could have the opportunity to better serve your travel needs in the near future.
  
  Best regards,
  
  **********
  Customer Care ****************************************************

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18134758
  
  I am rejecting this response because:  this business continues to run the bait and scam that I opened a complaint about.  It has been two weeks and nothing has been changed on their website regarding the fact that they are still offering this hotel as a 2 1/2 star hotwire deal in actuality it is only a two star motel style hotel.  Hotwire has not changed their business practice and continues to scam customers by advertising one level of accommodations and then delivering a lower level after purchase.  The fact that my booking was used was only because hotwire refused to refund my money even after pointing out the fact that I purchased one level of accommodation and was given another. This company is conducting unethical and illegal activity and even given the chance to correct these practices they have not done so.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:09/24/2022

  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 8/10/22 I booked a round trip flight with a hotel room from ****** to ********* with three nights at the ************ from 9/19 to 9/22. I chose a non-smoking room. When I arrived at the hotel around 330pm they said they only had smoking rooms available. I am extremely allergic to cigarette smoke and declined the room. They said I could wait until tomorrow but I declined. I ended up staying at an AirBnB in ********* instead. Since then I have called Hotwire no less than 10 times with no resolution. I keep getting transferred to other people and eventually get hung up on. I am requesting a refund for the hotel portion of the stay under itinerary **************.

  Business Response

  Date: 09/27/2022

  27 September 22
  
  Better Business Bureau
  ********************** and Northern Coastal
  
  RE:  Hotwire Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.
  Expedia is responding to the consumer complaint from ********************* s (********) regarding hotel reservation.
  
  Our records indicate/reflect that Mr. ** had booked a hotel reservation with ************* to travel on 10 AUG 22. We understand Mr. ** is looking for the refund for the hotel reservation as he didnt receive a non-smoking room.
  
  Upon receiving this complaint, we have thoroughly investigated the case and initiated a full refund of ****** USD from our end. It will be credited to the original form of payment within 5-7 working days.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Rajat
  Traveler Resolutions Team

• Initial Complaint

  Date:09/23/2022

  Type:Product 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.

  My flight was due to leave March 18, 2020 and return March, 2020 (Itinerary #*************) The early morning of the flight, I received an email from Hotwire cancelling my flights. In the height of *****, this was not surprising to me. I tried to reach out to Hotwire over the phone many times that week, with no success. At one time, 8 hours on hold, only to have an associate hang up on me. I had no choice but to wait for the ***** commotion to calm down before being able to get in contact. When I finally did, I was instructed that ******* had control of the monies, and that I needed to file a refund request with them - which I did. ******* then proceeded to send me many emails refusing my refund, and are still holding the funds to this day. ******* informed me that I needed to get my money back from Hotwire, as they are the third party that took my booking and then, ultimately, cancelled it. I have been in contact with Hotwire countless times via ******** email and phone call, only to be pulled in circles. Hotwire has claimed to have made numerous requests to WestJet to send the monies back to them so they can process the refund, but this still has not happened. Hotwire is extremely disorganized and unprofessional. They like to pass off emails and calls to many different associates, and continue to give false and repeated information in order to avoid helping. Hotwire owes me a refund of $382.70 CAD from a flight THEY cancelled nearly 2.5 years ago.

  Business Response

  Date: 09/29/2022

  September 27, 2022
  
  Better Business Bureau
  ********************** and Northern Coastal
  Complaint Department
  
  RE: Hotwire Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Hotwire is responding to the consumer complaint from **************************************(BBB case number ********) regarding her flight reservation.
  
  Our records indicate that this reservation was booked from ******** to ******** on 18th March 2020. We understand ******************************** requesting a refund of her reservation.

  
  After receiving the request, we tried contacting the airline advocating on the travelers behalf however as per the COVID19 terms and conditions they have added the tickets as a credit to the travelers ******************* account with an expiry date of NOV 11, 2023. More information regarding this can be found at https://www.westjet.com/en-gb/legal/travel-terms-conditions/westjet-flights and denied the refund request.

  
  We are sorry for the troublesome experience. We would like to offer you a refund of ******USD which is ****** CAD as per the current currency rate as the amount was paid in US dollars the refund will be initiated in USD only.

  
  We tried calling you multiple times to initiate this refund as your current card of the itinerary is expired and a new card is required to process the refund however you were busy at the moment. Please share your preferred time of a call back to process the refund.

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

  
  Sincerely,
  *****************************
  Corporate Correspondence Team

  Customer Answer

  Date: 09/29/2022

  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. Please call me Friday afternoon to initiate the refund. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:09/22/2022

  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.

  9/21/22 Made a reservation on Hotwire.com for a rental car. The company listed was NU Car Rentals. I paid $241.56 while booking through Hotwire.com 9/22/22 Upon arriving at NU Car Rentals I gave the employee my insurance paperwork and Drivers License. He stated that I would need $500,000.00 and that my insurance does not cover that. He said I would be required to buy their daily insurance at a rate around $24.95/ day for the 13 days I had the car. The additional charge totaled around $312.00. When I made the reservation the company never stated that they require personal liability insurance of $500,000.00. I spoke with the representaive ********************

  Business Response

  Date: 09/27/2022

  September 27, 2022
  
  *************************
  4029 *****************
  ***********, ** 90008
  
  In response to BBB Complaint ID ********, ********************** Itinerary Number 4051273846
  
  Dear *****,
  
  We are writing in response to your correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with NU Car Rentals.
  
  We understand you request a refund for your car rental booking because of the rental agencys insurance policy.
  
  Upon reviewing your account, we identified you spoke with our customer care agents on September *******, regarding this matter. We reviewed what was said, and we were confirmed that our customer care representatives provided you with the correct answer. Our answer will remain the same as all Hotwire agents follow the same policies
  
  Furthermore, we explained that rental agencies have varying policies as to what they will require as acceptable insurance. We contacted NU Car Rentals, and we were told that the insurance you presented at pick-up did not have enough coverage for liability insurance based on the rental agency policy.
  
  Please note that car rental bookings and reservations available through Hotwire are subject to the rules of the applicable rental car agency. Additionally, we messaged on your booking confirmation under the Supplier terms all information related to the rental agencys insurance requirements.
  
  Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have
  the opportunity to better serve your travel needs in the near future.
  
  Best Regards,
  
  Jhona A. 
  Customer Care Relations 
  ********************** Corporate Office 

• Initial Complaint

  Date:09/21/2022

  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 car rental with Hotwire for $244.98. Hotwire Reservation id #********** on August 31st for pick-up on September 23rd at 1pm . I was going to drive cross country but I'm unwell to make the long road trip alone so I called Hotwire on September for either refund or credit (voucher) for future travel. The customer representative told me she's unable to issue refund or credit because my funds or money has been wired to National Rental upon booking and I should call National Rental instead. I called National Rental with my National ID #**********. Customer Rep ******** told me that he's unable to cancel or issue credit because the funds haven't been received and the car rental is yet to be picked. And the funds will only be made available to National Rental once the rental is fulfilled. CR suggested that I should call and ask Hotwire to call National Rental to cancel the reservation. I asked why can't he call Hotwire while I'm on the phone? No reasonable answer. Bottom line I'm frustrated and my funds have been withdrawn but Hotwire and National are unwilling to help me or resolve my issue. I need the company to refund my money.

  Business Response

  Date: 09/22/2022

  September 22, 2022
  
  *******************
  7266 ************
  ********, ** 21075
  
  In response to BBB Complaint ID ********, ********************** itinerary 3751608110
  
  Dear ****,
  
  Thank you for allowing us the opportunity to address your Hotwire concerns as sent through the Better Business Bureau regarding your Hot Rate Car reservation with National.
  
  We understand you request a refund for your rental car booking because you are not feeling well and indicated that National referred you to Hotwire for cancellation as they do not have the funds yet.
  
  Upon review, we confirmed that you spoke with one of our ************* agents on September 16, 2022 regarding this matter. We identified that our ************* representative provided you the correct answer. Our answer will be the same as all Hotwire agents follow the same policies.
  
  Once a reservation is confirmed on our website or app, 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.
  
  Please note that the rental car company will refer you back to Hotwire because the reservation was made through us, but it does not change the booking terms that your reservation is non-refundable.Please also know that agents from rental car companies do not have access to payment details of your rental car booking. We apologize for the confusion it has caused you due to the information provided by the National agent you spoke with.
  
  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,
  
  **************
  ************* Relations
  ********************** Corporate Office
  
  

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18060233
  
  I am rejecting this response because no service or vehicle was provided to me. What's the justification for taking my hard earned money? 

  
  Sincerely,

  
  *******************

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  *******************
  7266 ************
  ********, ** 21075
  
  In response to BBB Complaint ID ********, ********************** itinerary 3828285709
  
  Dear ****,
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate Car rental reservation with National.
  
  We regret to hear you remain dissatisfied with our answer regarding your matter and insists that we issue you a refund.
  
  Further our previous correspondence, we indicated that once a reservation is confirmed on our website or app, 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.
  
  While we understand that the answer we provided is not what you were looking for, our position on this matter will not change and that is our final communication.
  
  Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
  
  Best regards,
  
  **************
  Customer Care ****************************************************

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me however the unwilling to issue me a refund for no services rendered. I'm disappointed but I have no further recourse. Please close the complaint. 
  
  Sincerely,
  
  *******************