Welcome to the Hotwire Help Centre. Below you'll find the most frequently asked questions and our answers.
Our Hot Rates are so far below published prices, we have to hide the hotel's name and exact location until immediately after you book. You'll still be able to select your neighborhood, star rating, and view amenities-everything you need to find the best hotel for you and receive the deepest discount. See our Low Price Guarantee.
No problem. With our regular rates, we'll show you the hotel name before you book.
Enter the destination (e.g., address, city, airport, landmark, or zip/postal code) for your search. You'll also be able to view maps of the area from your search results.
For our Hot Rates, you can view the amenities in your search results. For our regular rates, you'll always find a link to the amenities on the page with all of the hotel details.
Condominium units are often comparable to a small apartment in size, features and amenities. Some units offer separate bedroom and living rooms, a full kitchen and a balcony or outdoor seating area. Typical condominium units can accommodate more people than a typical hotel room. Resort condominiums offer the services and amenities of resort properties, such as ocean views, tennis courts, and spa services. Condominium units may not have daily housekeeping service.
Stay includes meals, snacks, and non-alcoholic beverages, and many daily activities. Often, tips and taxes on meals and other bookings are included in the price of your stay. Some resorts may include all alcoholic beverages, regular live entertainment, and other amenities.
During peak travel periods like major holidays, a hotel matching your exact preferences may not be available. Try changing your check-in/check-out dates and search again.
Yes. In order to check in to a room today, you must complete the booking before 11:59 PM in the local time of the destination city.
The primary guest must be at least 21 years of age on the day of check-in.
We start with an average rating from other top travel sites. Then we factor in feedback from guests like you and adjust accordingly. See more details in our star rating guide.
For our Hotwire Hot Rates, we start with an average rating from other top travel sites. Then we make adjustments based on customer feedback. (We receive over half a million reviews per year.) Since hotel chains often have properties in different categories, we base our ratings on each hotel, not on the chain as a whole.
The accommodation you book through Hotwire will be no different from what you could book directly through a hotel. Well, unless you count the incredible deal that Hotwire customers get on their room, of course.
Regardless of a hotel's star rating, you should expect a clean, private room that comes with housekeeping services. If you encounter a problem during your stay, contact us and we will work directly with the hotel to resolve it. Decisions regarding our Star Ratings Guide, rebooking or compensation will be determined solely by Hotwire.
Hotwire customers just like you write the reviews. After a hotel stay, you'll receive a survey offering you an opportunity to rate the hotel and write about your experience. We share these reviews on our site to help other customers choose a hotel.Back to top
Hot Rates are the low prices we specially negotiate with our hotel partners. These rates offer deep discounts every time you book, even at the last minute. We can bring you Hot Rates significantly below published price by allowing our partners to maintain their anonymity during the booking process, You'll learn the hotel's name and exact location immediately after booking.
Yes. There's a Low Price Guarantee on our Hot Rates. Within 48 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates. See our Low Price Guarantee.
The total price includes all taxes and booking fees unless otherwise stated.
Some hotels may include meals. You can check the amenities for your hotel to see if they're included.
If a hotel charges a resort fee, we'll let you know in the hotel details before you book. The resort fee or any incidental charges (e.g., parking, local phones calls, room service) are payable directly to the hotel (usually at check-out time). Once you book a hotel reservation, we recommend that you contact your hotel to ask about incidental fees.
The recently booked hotel rates that we show in our email newsletter are not guaranteed prices. They are examples of rates that other Hotwire customers have found. Check our site regularly for Hot Rates and you'll find great deals like the ones in our emails.
No. Our rates are deals we specially negotiated with our hotel partners. Any additional promotional offers, discounts, rewards, or points cannot be applied to our already low rates. Rewards cannot be redeemed with a Hotwire reservation either.Back to top
You can book up to six hotel rooms at one time. We cannot guarantee that all guests will stay in rooms next to or near each other.
When booking a Hot Rate, all rooms will accommodate the appropriate number of guests in each room, based on the number of your guests and rooms you requested during your search.
If you have specific needs (e.g., number or type of beds), please contact the property directly after booking. While we cannot guarantee that they will be able to accommodate your request, our partners will do their best to make your stay as comfortable as possible.
We can only guarantee a non-smoking room if the hotel shows a "smoke free" amenity icon in the details and search results. If the property is not "smoke free," you can call the hotel after booking to request a non-smoking room. The hotel may or may not be able to accommodate the request.Back to top
For Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee.
For regular rates, cancellation policies vary by hotel, as well as room type. You can find your cancellation policy on your confirmation email or My Account page, and they are also available for viewing before you book.
When booking Hot Rates, Hotwire cannot guarantee that you will get a reservation at the same hotel if you book additional rooms at a later time. For example, if you book one room and get Hotel A and then book another room (with the exact same preferences), you could get Hotel B for this second booking. See our Low Price Guarantee.
You cannot change the guest name through Hotwire. The hotel may allow you to make changes to the guest name by calling them directly.
Please note that the original guest must be present at check-in unless arrangements are made with the hotel.
If you arrive at the hotel after your scheduled check-in date, you will not receive any partial refund for the nights you did not stay at the hotel. Likewise, if you leave early, Hotwire will not provide any reimbursement for the unused portion of your reservation.
Most of our hotel partners allow for late arrival/check-in. However, we recommend calling the hotel to let them know that you will be checking in later than normal. Your hotel's phone number can be found on your confirmation email or "My Account" page. Please note that if your check-in date is delayed because of travel problems, you will not be reimbursed for any unused portions of your reservation.
Your Hot Rate is only good for the dates you booked on our site. Should you need to extend your stay, please contact the hotel directly. The hotel may charge a rate that is higher than our specially negotiated Hot Rates.
A valid ID that matches the guest name under which the room is reserved. Hotels will require a credit card to guarantee payment of any incidental charges you may incur during your stay. The amount of available credit needed varies by hotel. Some hotels may allow a debit card or cash deposit for incidentals.
If you're traveling out of the country, you may need a passport to check in.Back to top
Yes! Hotwire offers the option to hire a car through our partnership with Car Trawler. Car Trawler is a leading car discounter in Europe and beyond, offering great deals in thousands of locations across the world and offer the same great support our customers have come to expect from Hotwire. While we are looking for new ways to extend our integration on this exciting product, for now, you cannot use HotDollars to hire a car through our partnership.Back to top
Yes. When you register with Hotwire, you can save your contact and credit card information for quick check out. You'll also be able to also easily retrieve all of your past and upcoming reservation information.
You can click "Register" or "My Account" at the top of any page and complete the short registration form. You'll also have the opportunity to create an account when you make a booking.
On the sign-in page, click "Password Assistance" and enter the email address associated with your Hotwire account. We'll send you an email with a link (active for 24 hours) and instructions to reset your password.
Click "My Account" at the top of any page and under your profile, select "Password."
All personal information is kept strictly confidential and is only used for making bookings through Hotwire. Only the personal information necessary to complete a transaction is passed on to third parties.
To help us improve our website, offerings and travel services, we may ask our customers for feedback. This feedback may be shared with companies helping us research and implement improvements. However, we will not release the information outside Hotwire without your prior permission. We may occasionally share aggregated data with selected travel business partners -- but never individually identifiable data.
Verified by Visa (VbV) and MasterCard® SecureCodeTM are security technologies that authenticate your Visa, MasterCard, or Maestro card and ensure that only the authorized cardholder is placing the order.
If you are signed up with Verified by Visa (VbV) or MasterCard® SecureCodeTM, then your password is required by the bank that issued your card. Hotwire does not require you to sign up, but when we request authorization from your bank, they may require you to do so.Back to top
To begin receiving special travel deals and newsletters from us, simply register with us and make sure you've checked the box that reads, "Yes! I want to hear about great travel deals, special offers and news from Hotwire." You may also opt-in to relevant third-party offers through our email program.
You may also pay for your booking with a debit card showing a Visa, MasterCard, or Maestro logo. Your bank will deduct the booking amount from your checking account balance. Note that there are some restrictions on the use of debit cards, such as limitations on the number of daily transactions and a set daily withdrawal limit. Hotwire.com does not accept prepaid or "stored value" cards for payment, including those showing a Visa, MasterCard, or Maestro logo.
Some hotels may accept debit cards as a deposit for incidental charges such as room service and parking. Some hotels may also allow a cash deposit to secure any incidentals. We recommend checking with the hotel for their deposit policy.
Yes. Please note that the card billing address must match the address on record with the credit card company where your statements are sent. Just make sure the primary guest name is correct. At check-in, the guest will need to present a valid ID and credit card - both must match the name under which the room is reserved.
Both your credit card company and Hotwire use the billing address as part of the identification process to protect you from unauthorized charges. If the billing address entered during the Hotwire checkout process does not match the address where your credit card company sends your statements, the credit card company will not authorize the charge.
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