"I am writing to express my utmost disappointment and disgust with my recent stay at Suburban Extended Stay in Kennesaw, Georgia on 7/5/2023 through Hotwire. I booked a room at your establishment with the expectation of a clean and comfortable environment, but unfortunately, my experience was far from satisfactory. Upon entering the room assigned to me, it became immediately evident that the cleanliness standards at your hotel were severely lacking. The room was in a deplorable condition, with visible dirt, grime, and stains on the furniture, carpet, and walls. I was appalled to discover multiple roaches scurrying across the floor and walls, indicating a severe infestation issue. As a paying customer, I find it completely unacceptable to be subjected to such unsanitary and repulsive conditions during my stay. The presence of roaches not only poses a serious health hazard but also creates an extremely uncomfortable and distressing atmosphere. It is evident that proper pest control measures have been neglected, putting the well-being of guests at risk. Furthermore, I must address the issue of false advertising with Hotwire. Hotwire hotel's online reviews and promotional materials depicted a clean and well-maintained establishment. However, my experience contradicts these claims entirely. It is evident that Hotwire hotels has misled potential guests by misrepresenting the state of its facilities. This breach of trust is deeply disappointing and raises concerns about the integrity of your business. I immediately approached the front desk to voice my concerns and requested to be moved to a different room. However, I was informed that there were no other available rooms. This response is wholly unacceptable, as it suggests a lack of consideration for the well-being and satisfaction of your guests. I expect a higher level of customer service and prompt resolution when faced with such grave issues. Given the unhygienic and uncomfortable conditions I endured during my stay, I kindly request a full refund for the cost of my reservation at Suburban Extended Stay through Hotwire. I believe it is only fair and reasonable considering the significant inconvenience and distress caused by the state of the room and the subsequent inability to provide an alternative. I trust that you will address my concerns promptly and take appropriate action to rectify these issues. I sincerely hope that Suburban Extended Stay and Hotwire will demonstrate a commitment to ensuring the cleanliness and quality of your facilities for the benefit of future guests. Failure to do so will leave me with no choice but to escalate this matter further and explore other avenues to obtain the compensation I deserve. Thank you for your immediate attention to this matter. "

"They didn't provide us a car because we get there late because of winter storm. And they didn't return our money back. We paid for nothing."

"Don't be fulled by fake positive reviews. This company has literally no customer support.
There may be some deals, right. But if something goes wrong or you simply need to change something - you are on your own.
Local hotels are perhaps so-so. In the worst case there's always another hotel near by.
But flights or vacations? Save yourself from big troubles with this crappy company"

"I had the worst experience I have ever had renting a car. I made a reservation for car rental thru Hotwire, they selected Dollar Rent a Car. I arrived at Dollar’s Houston Hobby Airport counter on Friday at 7 pm (within 1 hour of the reservation), there was a sign instructing to go straight to the shuttle, I waited for the shuttle for more than half an hour while seeing shuttles from every other rental company pass in front of me. I decided to call Dollar and they said that the office was closed (at an airport location on a Friday at 7 PM!!!!!) and they couldn’t do anything because the reservation was made thru Hotwire. I contacted Hotwire and they provided ZERO assistance. After renting a car from a different rental company (and getting late to my appointment) I have contacted Hotwire several times because the rental was pre-paid, I have explained to them that they didn’t provide a warning while the reservation was made, they (both Hotwire and Dollar) didn’t contact me before closing the office even though I had a reservation, they didn’t provide assistance or solutions afterward and are refusing to issue a refund based on policies which is basically stealing money. On top of this, they provide no options to speak or chat with a supervisor. I warned them that I will proceed to reject the bank transaction, write a Nasty review, avoid using Hotwire ever again and make it one of my goals in my life to let everyone I can what happened. Their response is that the respect my decision. I am very impressed with the Quality of Customer Service!"

"This company engages in false advertisement and unethical practices. They mislead in the booking information and then refuse to give a refund when the hotel booked is disgusting, filthy, and unsafe. They lied and said that I stayed at the hotel for more than two hours, when in fact I left within five minutes. They steal money and show zero concern for their costumers. It is a fancy way to steal your hard earned money!! Stay for away from Hotwire!! The hotel I booked had visible dirt and grime everywhere! The 'white' tub was gray all over the bottom from dirt and grime. The door was dented, not secure, and only one of two locks that worked. The sidewalk repair was uneven and a trip hazard. This hotel was in a scary neighborhood and was extremely unsafe! Hotwire refused to give me a refund because the hotel would not authorize the refund. Of course they didn't authorize it, they were the problem. Hotwire stated that they based their rating and relationship with the hotel on positive experiences of previous customers, but also said they could not see if there were previous complaints by customers. They said they spoke with the hotel chain, but I received different information from the chain itself. Hotwire had no interest in my proof or documentation. They refused to do anything except offer me $25 discount on future travel. There will be NO future travel using Hotwire! Please do not be abused by this company!!"

"This past month the boys and I went on a trip – an adventure trip, which required us to book hotels at a few different locations. Our standard usually at the lowest point would be a “3 Star” which according to most of the websites we have used the hotel would likely be a standard Marriott or Holiday Inn Express(in particular our favorite Booking.com, the past Priceline “Name Your Own Price” and Hotels.com. However, this trip I thought I would be economical and use the Hotwire Hot Rate (where they reveal the hotel after you book it) – because in the past the few times I have used Hotwire I was actually surprised with what I had gotten.

When you see 3 Stars or even 3.5 Stars you would expect as stated above “high service, personalized service, additional amenities, convince plus comfort, etc…).

but do not expect those standards with hotwire!

The first hotel I booked in NJ – the hotel was ranked as 4 Star on Hotwire. After the shower knob was non existent in the shower and there was something super yucky on the shower they moved our room (see photo below). What is that thing hanging from the faucet? I don’t know. I don’t want to know. Thankfully the hotel moved us to a better room with out grime. Do they save these Grime Gross rooms for hotwire people? Overall not a 4 star hotel.



The next hotel I booked in Lancaster PA was a 3.5 star hotel on Hotwire. I called the hotel. They confirmed they are a 2 star hotel. Hotwire’s response was “We are sorry you feel that way”

(REALITY)

vs. Hotwire



The next hotel I booked in Harrisburg Pa was a 4 star hotel. Also a mess.

Their photos on Hotwire’ s website feature a beautiful outdoor and indoor pool, clean looking rooms and a nice restaurants. For the sake of the hotel, who I believe was very honest at check in that their “stars” do not align with Hotwires, I will not name the hotel.

What do I expect for 4 Stars?

No rips or tears in the furniture result: failed
No water stains or mold on the ceiling or walls result: failed
Daily housekeeping result: they don’t offer that
Clean bathrooms without dirt, mold, grime or gross result: failed
Sheets that are clean and without hair result: failed
Clean towels without hair and yuck result: failed
These are the photos (for what Hotwire deems is a 4 start hotel)




























Also they do not do daily housekeeping. I learned this after we were gone all day and came back to no clean towels. We used the towels to cover the bathroom floor so we could take a shower and feel clean. We had to request new towels and left the old ones on the floor.



So I started doing more research on the Hotwire Company
According to Consumer Affairs they have plenty of these experiences
Original review: July 1, 2021 — Reserved a room through Hotwire from the deals that don’t let you see hotel before you pay. Which was my error. The hotel we got was nasty!! Will never again do that and will not use hotwire in future. Never again.
Original review: April 15, 2021 — I booked a 3.5 star hot rate hotel in Quito. I was promised Hotel Sebastian on the confirmation. When I went to hotel Sebastian. It ended up being a hostel. And I was given an 8 person shared dorm room.
According to Trust Pilot they have plenty of these experiences too
According to Frommers What To Do When You Fall For A Fake Star – Frommer:

Hotels routinely assign their worst rooms to guests booking through opaque websites, because those guests are offered aggressive discounts by buying through either Hotwire or Priceline.

So do hotels have a small section of disgusting rooms for those that use a site like Hotwire? I don’t think people are using these sites to try and “short” the hotel system – Hotwire advertises everywhere on how they offer great deals.
"

"I purchased a car rental through hotwire. First if all the shuttle dropped us off with luggage in the middle of the ghetto in L.A. and made us walk three blocks. When we got to the desk we were told our car was already rented out to someone else. I explained that we already paid for it. We were told to pay an additional $400 and we could get our car. I called hotwire and after 8 hours on the phone being transferred and hung up on. I was told that there was nothing they could do and to just pay the additional $400 or rent another car. "

"I was given a roach and bedbug infested room. Please feel free to look at the reviews of Super Inn, in Rowland,NC. Upon asking for a refund (so I could book a better room through hotwire). I was told only the hotel could refund it but they can't get in touch with the hotel. I talked to the hotel and the hotel says hotwire has not called. So after back and forth with hotwire I agree to pay cancellation fee. Then I'm told I can only get a refund for the remainder in hotwire money even though I told them I rather not do business with them anymore. I will be booking a room through another company so I hope hotwire enjoys the last of my money they will ever steal!"

"I downloaded the Hotwire app because it offered a 10% discount if you did.
Booked a car rental and accidentally put in wrong return date and also DIDN'T get the 10% off!
Immediately called and spent over 2 hours 29 minutes on hold before I hung up. Finally got a call back and the customer service rep couldn't find my reservation even though I sent her a screenshot of the email confirmation from Hotwire. She said she would transfer me to someone that would help. Spent over 2 hours on hold waiting before I hung up.
Their customer service consists of putting you on hold and hoping you will go away!"

"Reservations made through hotwire for alamo. Plane in at 9pm in palm springs, no one at counter and phone support says systems are down so no car for my family. Had to uber and find someplace local to stay. Had to uber back next day and wait in long lines only to have them try to give me a lower class car than what we actually paid for. i did not accept. Horrible customer service. No apology for problems we faced and tried to get us out as quick as possible. Now Hotwire and alamo both refused to compensate for uber and lost time. Will never use Alamo or hotwire again."

"Had a reservation for a car rental in Ft Myers from April 29 -May 4th for a wedding, then the Corona virus struck and the wedding had to be rescheduled, Hot wire did not respond to emails, on line chat or phone calls. the use a garbage agency Called Sixt based out of the UK. No help there no refund due to the pandemic...Nice! Will never use Hotwire again...waste of money and time"

"For days their phones were down. I tried to call them to reschedule or cancel my reservations. I knew I had a non-refundable reservation, but everything went wrong with this virus. Other companies were staying on top of this but not Hotwire. Their phone lines were down for 3 days then the guy on the phone says he can't help me. I told him he could because Hertz car rental said they would if I got Hotwire on the 3 way line. This Hotwire guy was telling me I was wrong. I was not! Hertz honored my request but HOTWIRE refused to help me with the hotel and said I had to call a different phone number and after an hour and half waiting I had to go. It never happened. No matter what the discounted price is from now on, Stay away from HOTWIRE. Their customer welfare and concerns don't matter. It's the bottom line $$ for them. In the crisis of the US, they did not stand up for it's customers. No way to address this issue on their web site. I have used them often in the past but this time, it was a disaster. "

"This is a scam they still your hard earned money. Got here tonight as expected in was charged an additional $150.00 were as I was in a whole a different state where I called in verified reservations for my stay today. I was refused my refund in refused the managers manger contact information by two other employees as well. Your information of location and contact information are with held until you pay then it's released. They have nasty attitudes and improper character ."

" I booked a rental car with unlimited mileage. The website says some companies have mileage restrictions. They dont tell you the company until after you book. Wont give a refund if your trip is restricted. Totally ripped me off."

"I attempted to book a weekend away using Hotwire. When I went to "click" which hotel I wanted my computer screen jumped and I hit the wrong property. I immediately called Hotwire to correct the property. I was informed that they would have to refund me and I would have to pay for the new reservation. I agreed and specifically told the Representative that I wanted to stay in the in Plainview/ Melville property, I described the property, price, area exactly how it appeared on Hotwire's website. When I received my confirmation, I was booked in a COMPLETELY different hotel, which is now a motel, in a completely different unsafe area. I called Hotwire to have this issue corrected but I was informed that I would have to pay AGAIN (3rd time) in order to have a refund. I do not have any more money. I also do not have the reservation that I requested or, a safe place to stay. I just want a refund OR the correct accommodations without having to pay more money which I do not have. I called every telephone number I could obtain for Hotwire but nobody would give me the corporate office or even the number to customer service to obtain a refund. All I wanted was to switch the motel to the hotel in my desired area without being charged for the 3rd time. I finally, after calling 6 times, spoke with a supervisor, Eric. He told me that the town I wanted (Melville) did not exist and could not do nothing for me. I cannot cancel nor will they let me get the hotel i wanted. Eric was very unprofessional and hung up the phone on me. I called again and asked for the the Corporate office spoke with another supervisor, Amanda, and again, was given the run around. I tried to explain what was going on and she said she could not do anything for me. I am not getting a refund, and I do not feel safe with the motel that was booked without my consent. I need my money back. I believe I am a victim of bait and switch and Hotwire is stealing my money by forcing me to stay somewhere I do not want to stay. "