Hotwire Customer Service Issues

I had a conversation with Luis at [redacted], the Motel 6 customer service line, after multiple unsuccessful attempts with the West Virginia number. The hotel acknowledged the poor service I experienced and confirmed that the cancellation is approved. The manager at Motel 6 Lewisburg West Virginia, who identified himself as John, declined my future booking for July 26-28, stating their right to refuse service. Despite numerous calls starting on 7-21-[redacted] at 5:41 am, reaching out to Hotwire for assistance proved fruitless as they were unable to get through either. Even after verification by Luis and Hotwire, I am still facing charges for a room I cannot utilize. Hotwire's unhelpful stance and refusal to connect me with a supervisor has led me to seek further support. I am still awaiting resolution for this ongoing situation of being charged for a room in a location that denies service and is unresponsive to calls.

I frequently book Hot Rate hotels for our vacations. Typically, I specify two adults and a 7-year-old child when making reservations. When searching for a double room for two people, we notice there are separate prices—one for just the adults and another higher one including the child, which seems reasonable. Today, we arrived in Thailand after a series of exhausting flights only to find that our booked room had two small single beds for the three of us. My seven-year-old is too big to comfortably share a small bed. When I presented our Hotwire booking, number [redacted], which clearly stated there would be enough beds for each individual listed in the booking, it led to a lengthy discussion about the hotel's policy that children stay for free but need to share existing bedding. Our room is of the most basic category, with one queen or two single beds. While I understand some hotels have this policy, we prefer booking a room with our child included to have an extra bed at a slightly higher cost. Dealing with serious jet lag, it was frustrating to be informed about an additional charge of £27 per night for a rollaway bed. Normally, we have excellent stays with great deals through Hot Rate bookings, and we have another one planned for our three-week stay. However, it was disappointing to begin our holiday by having to negotiate for an extra bed that we had already paid for and expected. We didn’t anticipate agreeing to squeeze into two single beds.

I had a particular expectation for the hotel, and I contacted them twice before my arrival to make adjustments. Travelling alone, I wanted to avoid any questionable accommodations, especially with safety concerns in mind after dark. Unfortunately, the overall experience fell short and was frankly unpleasant. To document the issues, I captured images of the room's interior, highlighting cracks, holes, a fridge in an odd location, two deceased bugs, ash on the toilet, fridge residue on the floor, and more. Despite my efforts to switch rooms twice, Hotwire policy prevented any changes. Despite several available rooms on the ground floor near the office, my request to move was denied, even after expressing my security anxieties.

My reserved pick-up was not available, and I was given a Toyota 4Runner instead of an open pick-up. To accommodate my luggage, I had to purchase a roof rack carrier, costing me $56. Despite the inconveniences, I was charged an extra $[redacted] for the vehicle upgrade. I'm seeking a refund of this amount from Hotwire. My confirmation number is [redacted] under the name Maynard Magnuson. I had booked a premium pick-up for $[redacted].87. The Toyota 4Runner I received was not suitable for my needs. Thrifty should reimburse me $[redacted].22 – $[redacted] for the vehicle upgrade and $56 for the roof rack carrier.

My confirmation number is [redacted]. The receipt shows that I have been assigned an accessible room, though I didn't request one. I was surprised to see that there is an extra charge for bringing a pet, as I require a pet-free room due to allergies. Typically, hotels that allow pets have designated floors for them, but we cannot stay in such rooms due to our allergies. Furthermore, I need a room with a refrigerator to freeze my ice packs for my joint ailments. The room photos displayed a small refrigerator, but the hotel clerk informed me that no rooms with refrigerators are available. I tried calling the hotel, but the person I spoke to was unhelpful. I have always booked through Hotwire and never encountered any issues before.

While in Chicago, Illinois for Thanksgiving, I received an email stating I booked a hotel in Erie, PA, for tonight. However, I reside in McKean, PA, close to Erie, so this booking is not mine. The funds are crucial for my family's return home tomorrow. I need this resolved before our departure at 4 pm on 11/30/[redacted]. My fiance requires life-saving medicine, and if we don't return by Sunday morning, legal action will be pursued. I'm prepared to ensure those responsible face consequences. Please refund the money promptly to my Netspend All Access account to avoid further action. Contact me at scharrer.steven[at]yahoo.com or [redacted]. Thank you.

Upon my arrival, I was informed that the product I had reserved was unavailable despite having documentation of the agreement. Traveling with my elderly parents and special needs child, this situation brought me to tears. I upheld my end of the agreed-upon deal, and now I am requesting a refund from Hotwire for not providing the correct product, causing me great distress. Almo failed to assist in resolving this matter. I was only offered a 15-passenger van without insurance for an additional $[redacted] (which would double the rental cost) or driving without insurance. Please remove this charge from my credit card promptly.

Last month, I mistakenly used an expired card while booking rooms. I received confirmations for the reservations, but they were made with an expired card and I couldn't finalize them. I ended up booking elsewhere with a different card. Please cancel the rooms booked with the expired card as the payment couldn't go through.

I made a reservation and payment for a full-sized car through Hotwire on October 29, [redacted]. Upon picking up the car in Phoenix, AZ on December 26, [redacted], I had to provide my debit card for potential extra charges, as requested by the attendant. However, Alamo has deducted an additional $[redacted].92 from my checking account, leaving me with no available balance. I believed that the contract terms were non-negotiable, but it appears that Alamo has charged me extra fees. I plan to return the car on December 31, [redacted], after a disappointing vacation due to these unexpected charges. - Larry D. H., Hotwire Confirmation Number: [redacted]

I attempted to reserve a one-way car rental from Tampa to Ft. Lauderdale multiple times on the website, but it kept defaulting to a round-trip reservation at the same airport. After contacting customer service, I was informed that the payment was allocated to a Hot Rate account and I was ineligible for a refund. Despite multiple calls to modify the booking, I was told it was not possible due to availability constraints. I am frustrated by the situation as I currently have $[redacted].17 stuck in the Hot Rate account, which I do not anticipate using frequently. My sole desire is to either obtain a refund or secure a one-way car rental, specifically from Tampa International Airport to Fort Lauderdale (Hollywood) International Airport.

I would like to discuss Itinerary # [redacted]. I have already contacted Alamo, and they have agreed for me to reach out to you to adjust my rental pickup time earlier. This change is necessary because my flight schedule has been altered beyond my control. I can provide evidence of the flight modification if required. My request is to pick up the SUV on August 12 at 7:30 PM instead of August 13 at 9:30 AM. This adjustment amounts to an extra rental day (14 hours ahead of the original schedule), with the return time remaining unchanged. I appreciate your assistance in advance. Thank you for your time and understanding. I am willing to provide any necessary documentation. I had a conversation with Alamo at 5:02 PM EST on today's date, March 9, [redacted].

I have a vacation package scheduled for Miami this Friday, but I am unable to go. I spoke with a representative last Tuesday, who mentioned that I could receive a refund or credit for my flights. She requested that the hotel expert review the situation regarding my hotel reservation and follow up with me by email or phone. Unfortunately, I have not received any communication since then. I tried calling your customer service yesterday and today, waiting for almost 2.5 hours each time, only to be informed that your system was down and representatives were unable to assist me. I have been attempting to contact you daily but have had no success. It is crucial that this matter be resolved promptly, as it seems unlikely I will be able to travel as planned. Please reach out to me at your earliest convenience.

I have a vacation package planned for Miami this upcoming Friday, but unfortunately, I won't be able to make the trip. I spoke to a representative last Tuesday, about a week ago. She mentioned that I could either receive a refund or a credit for my flights. She assured me that a hotel expert would provide more details regarding the hotel booking and would reach out to me via email or phone. However, I have not received any communication yet. Despite calling yesterday and today, I have been on hold for nearly 2.5 hours each time, only to be told that the system is down and my information cannot be accessed. This has been happening every day since. It is crucial that this matter is resolved as soon as possible as it seems unlikely that I will be able to travel. Please contact me promptly at +1 [redacted].

On March 13th, I responded to an email from Hotwire regarding my travel plans being affected by the cancellation of the American Chemical Society due to the coronavirus. Even though I received an email from Hotwire at 1am on my travel day, providing me with an itinerary number [redacted][redacted] and a request to contact the customer service hotline at 1-[redacted] for real-time assistance due to high contact volumes, I was unable to get through despite numerous attempts since March 13. The email did not resolve my refund request, leading to my frustration with the company. I am disappointed with the lack of customer service and will not consider booking with Hotwire in the future. I plan to share my experience on social media to caution others from booking with Hotwire.

I booked a room through Hotwire at the Four Points Sheraton in San Rafael, California. Upon arrival, I was denied stay because I was not considered an emergency worker. The experience was disappointing as the clerk's behavior was exceptionally rude. I have yet to receive a refund for the booking paid for with my American Express card. Although hotels often have a no-refund policy, this situation at Four Points Sheraton was frustrating. Despite my loyalty to Hotwire, the unresolved issue has deterred me from using their services again. I have explored other hotel options independently, finding similar or cheaper rates than those on Hotwire. The lack of resolution and communication has left me dissatisfied with the overall customer service experience.

Regarding Account Number [redacted]6: I am currently selling my property at [redacted] Eastpointe Pines Street and need to address the utility service. After attempting to suspend my service with no success, I was advised to discontinue it altogether. Believing there would be no charges, I proceeded to close the account. To my surprise, I received a bill for $[redacted].26 the following day. Despite numerous attempts to rectify the situation and restore service, I have been unable to reach anyone helpful. I was advised to contact customer service directly, and upon doing so, I was left on hold for 45 minutes without speaking to anyone. I urgently need to resolve this issue and reinstate the connection. You can reach me at [redacted].

On July 28th, I reserved a room at the Marriott in Green Bay for my wife and me through Hotwire. The Marriott advertised as "pet-friendly", but upon check-in, they wanted to charge $[redacted] for our cat. I decided not to stay. After finding another motel, I called Hotwire to explain and was told I would receive a refund. It has been 6 days, and I haven't received it yet. I booked the room based on false pet-friendly claims. I showed up and was disappointed by their deceptive practice. Please expedite my refund. Thank you, J.H. Merrill Email: [redacted] Phone: [redacted]

I recently had a reservation with Economy Rent a Car, but I was unaware of this detail as the website didn't disclose the rental company's name. Upon arrival, I was asked for car insurance by the specific company, unlike other major companies. Despite attempting to use my boyfriend's coverage, it was insufficient, and we were quoted an additional $[redacted]. Feeling blindsided by this unexpected cost, I inquired about canceling the reservation. Although the agent swiftly canceled it, I wasn't informed that a refund wouldn't be issued. I now hope to recover the funds, as there was a lack of transparency regarding the insurance requirement. Had this been communicated clearly, we would have pursued a different option. I kindly ask for a refund in light of these circumstances.

On July 17, I made a reservation for a Hot Rate hotel using the Hotwire app. The booking was for The Westin Dallas Fort Worth Airport at [redacted] W John Carpenter Fwy in Irving, TX for check-in on July 17, [redacted], and check-out on July 19, [redacted]. Unfortunately, I couldn't make it to the hotel as my daughter and grandchildren tested positive for Covid-19. I stayed home to schedule my own Covid-19 test. I understand the Hot Rate Hotel Cancellation Policy, but I paid $[redacted].70 for this booking. I'm hoping Hotwire can consider refunding the amount or providing a credit for a future hotel booking. I appreciate Hotwire's assistance. - Feliberto L. Jr.

I encountered an issue at the hotel when they would not accept my Bank of America card without a chip for a deposit, even though I was willing to provide a cash deposit. They required a card with a chip, which I did not have, leading to a frustrating situation. Despite having booked and paid through Hotwire, I had to cancel my reservation and go through the process of requesting a refund with their assistance. This experience with the Marriott hotel was quite inconvenient and disappointing.