Welcome to the Hotwire Help Centre. Below you'll find the most frequently asked questions and our answers.
- Rates and pricing
- Cancellations and changes
- Car Hire
- Hotwire Accounts
- Security and privacy
- Email management
- Payment and Credit Cards
Why can't I see the hotel's name and address until after I book?
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.
What if I need to know the hotel's name and address before I book?
No problem. With our regular rates, we'll show you the hotel name before you book.
How can I find a hotel in a specific area?
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.
How do I find a hotel with specific amenities?
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.
What are condominiums?
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.
What are all-inclusive resorts?
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.
Why didn't I get any search results?
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.
Can I book a same-day reservation?
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.
What is the minimum age requirement for hotel check-in?
The primary guest must be at least 21 years of age on the day of check-in.
What determines a hotel's star rating?
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.
Where do customer reviews come from?
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
Rates and pricing
What is a Hot Rate?
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.
Does Hotwire have a Low Price Guarantee?
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.
Are taxes and fees included in your rates?
The total price includes all taxes and booking fees unless otherwise stated.
Are meals included in the rates?
Some hotels may include meals. You can check the amenities for your hotel to see if they're included.
Are there any additional hotel charges?
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.
How do I get the rates I saw in your email newsletter on the site?
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.
Can I apply or redeem rewards, points, or coupons with a Hotwire booking?
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
How many rooms can I book in one transaction?
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.
How many beds are in the hotel room?
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.
What if I have special room/bed requests?
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.
Can I request a non-smoking room?
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
Cancellations and changes
Can I cancel or make changes to my reservation?
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.
Can I add rooms to my booked reservation?
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.
Can I change the name under which the hotel room is reserved?
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.
Can I check in later or leave earlier than the dates I booked?
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.
What if I'm late arriving to check in at my hotel?
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.
Can I extend my stay?
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.
What do I need to check in to my hotel room?
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
Does Hotwire offer Car Hire?
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
Can I create an account and save my information?
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.
How do I create an account?
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.
What if I forget my password?
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.
How do I change my password?
Click "My Account" at the top of any page and under your profile, select "Password."
How will my information be used?
Security and privacy
Are all Hotwire transactions safe and secure?
Will my email address or personal info be given to third parties?
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.
What are cookies and how does Hotwire use them?
What are Verified by Visa (VbV) and MasterCard® SecureCodeTM?
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.
Why am I being asked for a password to use my credit card?
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
How do I subscribe to Hotwire emails?
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.
How do I unsubscribe from Hotwire emails?
Payment and Credit Cards
Can I pay for my booking with a debit card?
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.
Can I use my debit card as a deposit for incidentals at the hotel?
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.
Can I pay for someone else's booking using my debit or credit card?
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.
Why does the billing address have to match with my address on file at the credit card company?
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.
What are HotDollars?