Hotwire Tracking Order Status

I had to request grovelling cancellation of a non-refundable hotel booking in the US, having had to cancel my trip entirely due to a family medical emergency, and the customer service advisor (Alex) was incredibly helpful and amenable. I wasn't expecting a lot of help to be honest, but the understanding and willing to help really meant a lot during an awful situation.

I could not add a booster seat to my car rental reservation through Hotwire for December 23, 2023. The following directions to add amenities on their website are inaccurate; "please call the car rental agency at the number shown on your confirmation before the scheduled pick-up date to check availability." When I phoned Alamo Car Rental, the agent told me to call Hotwire. When I phoned Hotwire, the agent told me to call Alamo. Finally, after being transferred to three different Hotwire customer service representatives, the agent told me to request a booster seat at car pick-up and that there may be fees associated with the item. There will be fees, but my concern is that a booster seat may not be available to rent on one of the busiest travel weekends of the year, whereas reserving a booster in advance would have given me cause to expect to have one waiting as part of my reservation. Hotwire should have an online method to book or request amenities during the car rental. This option would give the customer peace of mind during a stressful time. If I can pick up a booster seat at the Alamo desk on December 23, my 2-star rating stands. If not, I'll be back on Trustpilot after Christmas with a 1-star rating only because 0 stars isn't an option.

their costemer service were so kind and helpful. and to split my order from 6 nights in an expensive hotel to 3 nights (twice) at a cheaper one and they helped me and gave an immediate refund. plus, i was pleased with the hotels they recommended. thank you! my trip to london was great and i know for sure i'll book with you next time. Bareket Varshevsky

Booked a hotel with Hotwire. We were guaranteed a double bed but the hotel only had single bed rooms left. We wrote Hotwire and they refunded the stay so we could book something new. Relatively fast response on chat.

I used Hotwire to make a hotel reservation using their Express Deal option. I was trying to stay as close to Hilton Head Island, SC as possible, due to business there. Their express deal said that the hotel was 19.3 miles away from Hilton Head, and the rate was pretty good, so I booked it, since I expected about a 30 minute commute. After getting the assigned hotel, it turns out that it was 31.6 miles from Hilton Head, which was over a 45 minute commute to the island, plus the time to get to the business on the island that I was going to be working at. When I texted Humberto at Hotwire customer service about a possible cancellation due to the misrepresentation about the distance of the hotel from my destination, he tried to call the hotel, but the person at the hotel authorized to issue a refund was not there. Humberto said that this meant that he could get his back office to continue to try to process the refund request, but that if the hotel either denied the refund request or didn't respond before the reservation check-in time then Hotwire would cancel the reservation and refund the amount charged in a credit voucher to be used within a year less a $40 cancellation fee. He said that Hotwire was unwilling to try to process the refund request and just leave the reservation in place if the hotel refused to issue a refund. The only option was to either leave the reservation in place or attempt a refund and then incur a Hotwire cancellation fee if the hotel refused to issue a refund. I gave Hotwire two stars since Humberto did state that he contacted the hotel to request the refund, even though he was unsuccessful, but in the end it was a waste of time and effort on my part, since they were unwilling to cancel the reservation without a cancellation fee, even though the distance from the hotel to my destination was significantly misrepresented. BE WARNED, check any mileage calculations by Hotwire on Express Deal reservations, since they may not be accurate. Of course, you can only do this in general, since Hotwire doesn't reveal the exact location of an Express Deal hotel until after you have made the booking, so in this case the best I could have done is to map the mileage from city to city, which I didn't think was necessary due to my reliance upon the very specific 19.3 miles claimed by Hotwire on their website, even though it was actually 31.6 miles.