Hotwire: Last Minute Hotels

First review I’ve ever written on the App Store, but after my dozenth good experience I have to! I’ve been using Hotwire for years after inheriting the habit from my parents. Of course the hotel rates are great(the “boutique” hotel offers have let me stay in some of the coolest places I’ve ever seen), but what always shocks me is the responsiveness and helpfulness of the customer service team. Whenever I’ve had an issue, they respond through the messaging feature within the minute, and I have NEVER walked away unsatisfied. Just recently, a hotel double charged me. I contacted Hotwire and they called the hotel for me, got me a refund, and gave me a gift card for the trouble. What could have been an entire afternoon of phone calls and headaches took a few texts and all of five minutes. Of course, things go wrong with travel- that’s the nature of it. But it always helps to know you’ve got someone in your corner, and Hotwire has always been attentive and ready to help solve any issue that arises. Five stars now and always

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

Wow where to start, first I booked a Hot wire deal for a hotel in Shamrock, Tx. I showed up at the hotel by the address found in my confirmation however they could not find my reservation. Come to find out somehow they have this account mixed up with another hotel in Dallas, TX. When I called Hotwire, I was hung up on 3 times due to them “not getting ahold of the hotel to verify reservation” I advised them the phone # they have associated with this hotel is not correct. I provided the correct phone number to them by a simple google search and 1 rep hung up on me when she told me she called them and no one answered. I placed her on hold and called the hotel and they answered immediately. When I told her this she hung up on me. The 2nd time I spoke with a rep she told me the number that I provided to her for the hotel was a cell #. I advised her it isn’t and did a 3 way call with the hotel. They confirmed they did not have a reservation for me and that I am not the first person who this has happened to with them through hotwire. The rep hung up on us during our conversation! The 3rd rep, I don’t even know what happened, I thought she was actually gonna do something but she hung up when I was on hold and it went to some voicemail message. I have NEVER had problems with hotwire before, I use them frequently however I will NEVER use them again after this! I have spent at least 2 hours on the phone with them and I still have not gotten a refund!!!!