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Disappointed with Hotwire for our Austin Rental Car

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Disappointed with Hotwire for our Austin Rental Car

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Old Aug 21st, 2014, 05:33 AM
  #21  
 
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I just tried a rental and got the same thing as Sludick -

"Car rentalCar daily rate:
$55.99
Rental days:
3
Estimated taxes and fees:
$16.58
Estimated subtotal:
$184.55

Rental car company will bill you when you return the car.
Estimated Trip Total
$184.55

And underneath the chart of car options to choose from -
"* Rates are shown in US dollars. Total cost for retail rate reservations is an estimate based on the agency’s published rates, taxes and fees, and are subject to change. There is no guarantee that this price will be in effect at the time of your booking."

So it appears that Hotwire is booking cars just like the car rental sites = best estimate of pricing but no prepay.

If that's true for all car rentals, I wonder when that change took place.
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Old Aug 21st, 2014, 05:37 AM
  #22  
 
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^^^ My choices were Enterprise and Hertz.

That rental model is one the rental companies themselves used for years. The best estimate is given at the time the rental car is booked but actually charges vary. It appears Hotwire's model has changed to that model.
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Old Aug 21st, 2014, 05:43 AM
  #23  
 
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From their website - there are three rate options and one is standard rate (which we are seeing) and the other two are pre-paid

Car-rental bookings and reservations available through this Site are subject to the published conditions of carriage and rules of the applicable rental agency. Hotwire offers three kinds of rates: (1) Hotwire Hot Rate (formerly Hotwire Limited Rates), (2) Hotwire standard rates, and (3) Hotwire pre-paid standard rates from Alamo. A car-rental rate that is accompanied by the phrase "Hotwire Hot Rate" in search results and/or on the booking details page is considered a Hotwire Hot Rate. Any rates not accompanied by the "Hotwire Hot Rate" phrase are considered Hotwire standard rates. The following restrictions will apply:

For Hotwire Hot Rate (formerly Hotwire Limited Rate) car rentals


1.All bookings are final and cannot be changed.
2.The name of the rental agency is not shown until after payment has been made for the booking.
3.Reservations cannot be cancelled, refunded, exchanged or transferred to other individuals. (Once you complete a booking, your credit card will be immediately charged for the amount shown during the booking process.) Credit will not be given for unused reservations.
4.All vehicles must be picked up and dropped off at the same location.
5.Reservations made through Hotwire are not eligible for express service, car rental loyalty programs or frequent flyer miles.
6.All drivers must be at least 25 years of age to rent a car on Hotwire.
7.All drivers must present a valid driver's license and a credit card in their name with a minimum of $200 in available funds when picking up the car. If optional items are selected (e.g. insurance), additional available credit - above the initial $200 - will be required. The amount of credit necessary varies, depending on the car type and the rental period. Prepaid credit cards are NOT acceptable.
8.All car rentals include unlimited mileage.
9.Neither Hotwire nor the rental agency will accept coupons for upgrades, free days, discounts or any other promotions.
10.Optional items - such as the optional equipment, or the addition of drivers or days to your rental - must be requested and paid for at the rental counter. Such optional items are not included in Hotwire's quoted rate and will be charged by the rental agency as an additional expense.

For Hotwire standard rate car rentals


1.The names of the car rental agencies are shown on the reservation details page, prior to confirming reservation.
2.Hotwire calculates estimated charges based on the rental agency's published rates, taxes and fees. Reservation of a retail rate through Hotwire will not result in a charge on the renter's account. Actual rental charges are billed by the agency upon the renter's return of the car.
3.Reservations of retail rates may be cancelled at any time without penalty.
4.All vehicles must be picked up and dropped off at the same location.
5.Reservations made through Hotwire may not be eligible for express service, car rental loyalty programs or frequent flyer miles; please refer to the rental agency for full details.
6.All drivers must be at least 25 years of age to rent a car on Hotwire.
7.All drivers must present a valid driver's license and a credit card in their name with a minimum of $200 in available funds when picking up the car. If optional items are selected (e.g. insurance), additional available credit - above the initial $200 - will be required. The amount of credit that is necessary varies, depending on the car type and the rental period. Prepaid credit cards are NOT acceptable.
8. If possible, Hotwire will submit coupons for discounts, upgrades, free days, or other promotions, but we cannot guarantee they will be accepted at the agency. Read your coupon carefully so that you're familiar with any restrictions. Present the coupon when you pick up your car. Final pricing will be determined by the rental agency.

For Hotwire pre-paid, standard rate car rentals from Alamo
1. Your credit card will be charged by Alamo at the time of booking for the full rental amount shown. Alamo does not accept debit cards, or online-only, virtual credit cards or any other type of "single-use" card number security product or one-time use credit card number that may be provided by credit card companies for online use.
2. You must call Alamo at 1-800-462-5266 to cancel your reservation. Cancellations more than 24 hours before pick up time will be charged a $5 cancellation fee, and cancellations within 24 hours of pick up time will be charged a $10 cancellation fee. The original amount paid minus the cancellation fee will be refunded to your credit card.
3. A credit card will be required at the time of rental pickup. The credit card presented must be the same credit card used to prepay the reservation. Sufficient credit must be available for a deposit. Amount of available credit required depends on car type, rental period, and optional items. You may not use a debit/check card for the deposit.
4. All drivers must be at least 25 years of age to rent a car on Hotwire.
5. Optional items - such as the optional equipment, or the addition of drivers or days to your rental – must be requested and paid for at the rental counter. Such optional items are not included in Hotwire's quoted rate and will be charged by the rental agency as an additional expense.
http://www.hotwire.com/about-hotwire...eAgreement.jsp
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Old Aug 21st, 2014, 05:44 AM
  #24  
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Sludick has it exactly right.

I got the quote, I made the reservation, I paid Thrifty when I returned the car--there were no extra charges on the quoted rate, for gas, for anything else, I can clearly see it in the contract/bill. I was aware when getting the car, though, that the additional taxes were there--I could have declined the car at that point and, in retrospect, probably should have; the low rate was what tipped the scales in favor of getting a car at all.

Hotwire's estimate of the daily rate was correct.

Their estimate of the "normal" taxes was correct.

They totally failed to account for some additional Texas-specific taxes. And their quote wasn't broken down such that I could see that the Texas ones were missing. According to the Thrifty folks this is an ongoing problem.

[Not relevant to the story but in case anyone is wondering why a $50 lower rate than any other wasn't a "red flag" for me: The reason I thought I was getting the great rate is because I agreed to a reservation where I didn't get to choose the class of car in advance--it would be based on what Thrifty had available. As it turned out, I got an economy car but I could've ended up with something bigger and less fuel efficient (that was a fine risk for me given the price). So I didn't think I was being particularly naive since I was booking a reservation that included both the estimated rate and taxes.]

The frustration for me is that there is no point in Hotwire taking such a reservation if it is so far off the mark as to be meaningless when you get to the agency. If it were plus or minus $10, NBD. But 1/3 of the rental charge? That's significant.

I'm happy to keep answering questions but I am finished trying to pursue it in any way. I filed a BBB complaint and am leaving it at that.
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Old Aug 21st, 2014, 05:46 AM
  #25  
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Oh and thank you all for the respectful and inquisitive replies. I was nervous posting this but I did want to make others aware of this potential problem and I don't use Facebook or Twitter.

Honestly, it might be a problem specific to their Texas rentals. But their totally unsympathetic CS turned me off completely.
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Old Aug 21st, 2014, 05:48 AM
  #26  
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So have you all experienced this with regular bookings through an agency's rental site, too--where the price you reserve changes when you arrive? I have never had that happen (I guess I understand that it technically CAN happen, but that seems like such a crummy business model).
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Old Aug 21st, 2014, 05:54 AM
  #27  
 
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I just switched my location to Austin and chose the mystery car option = ? = and the two companies using that rental option are Thrifty and Dollar.

I backed up to choose "Compact" and there are several companies offering compacts at that rate -
Alamo, Enterprise, Thrifty, Dollar, National, Hertz

Under the chart is the disclaimer -
* Rates are shown in US dollars. Total cost for retail rate reservations is an estimate based on the agency’s published rates, taxes and fees, and are subject to change. There is no guarantee that this price will be in effect at the time of your booking.

And the rates shows real taxes, not estimated taxes -
Car rentalCar daily rate:
$40.28
Rental days:
3
Taxes and fees:
$60.72
Subtotal:
$181.56


Trip Total
$181.56
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Old Aug 21st, 2014, 06:00 AM
  #28  
 
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^^^ I tried the other car rental companies and all the others (included "estimated" taxes) while Alamo listed actual taxes - but possibly not including TX taxes?.
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Old Aug 21st, 2014, 06:00 AM
  #29  
 
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schlegal1:

I am glad that you posted and shared your experience.

Here is what I found on a google search http://www.hotwire.com/helpcenter/ca...difference.jsp

Seems there are two ways to book a car via Hotwire.

We have always used the Hotwire Hot Rate where you do NOT know the name of the car rental you will be placed with until after you book. You pay directly to Hotwire.

Second way seems to be the kind that you had where you know the name of the car rental and do pay at the end of your rental.

Sandy
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Old Aug 21st, 2014, 06:03 AM
  #30  
 
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Sorry that link is not what I was trying to post.

Pricing, rates, mileage, and insurance
What is the difference between a Hotwire Hot Rate and regular-rate?
For Hotwire Hot Rate rentals, you will see the name of the car rental agency immediately after you complete your booking and your account has been charged. By providing quotes anonymously, top car rental agencies can offer their lowest prices. The total price you see is the total price you'll pay. Hotwire charges you for the full rental amount - including applicable tax-recovery charges and fees - when you complete your booking. This means you have prepaid. All Hotwire Hot Rates rentals include unlimited mileage.

Please note that Hotwire Hot Rate bookings are final and cannot be refunded, changed, exchanged, or transferred. These restrictions enable car rental agencies to better manage their unsold rental cars, and they're a big reason why we can offer you great travel deals.

For regular-rate rentals, Hotwire makes a reservation for you with the rental agency and estimates the charges based on the agency's published rates, taxes and fees. When you reserve a car through Hotwire at a regular-rate, your account will not be charged. Actual rental charges will be billed by the agency when you return the car, and reservations may be canceled at any time without penalty. Unless otherwise indicated, all regular-rate rentals include unlimited mileage. Any fees associated with special requests (e.g., GPS, child seats, racks) will not be included in our estimate. See also: How do I take care of any special service requests (e.g., ski racks, hand controls)?

I am tempted to give them a call to see what they say. I was planning to use them again in November when we go to San Diego.

Sandy
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Old Aug 21st, 2014, 06:05 AM
  #31  
 
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Then I choose a minivan at a Hotwire Hot Rate (with savings shown) and their total includes "Taxes and Fees" - not Estimated Taxes and Fees.

The rental company is a mystery at this point (from a list given)
"Agency is revealed immediately after you book.
And that's why you save big with Hotwire Hot Rates."
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Old Aug 21st, 2014, 06:13 AM
  #32  
 
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Now I'm comparing to the Hertz website -
They offer a "pay now" discount - looks similar to Hotwire savings
They offer a mystery car special = manager's special from cars available.

It looks like they are trying to match Hotwire (and other discounters' deals)
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Old Aug 21st, 2014, 06:18 AM
  #33  
 
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I again went to the hotwire site and I do believe it has changed and is confusing. Now you need to pay attention that the car you are booking is a Hotwire Hot Rate - I put in different dates and sometimes this was listed in red at the right and other times was not offered at all. Other times you had to scroll all the way to the bottom of the page to find even one Hotwire Hot Rate.

I put in my dates in November and no Hotwire Hot Rates listed at this time. A bit early I think.

Again I thank you for posting this.

Sandy
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Old Aug 21st, 2014, 06:19 AM
  #34  
 
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Okay, now I'm checking what the estimated taxes are for an Austin airport rental -

From Hotwire's rental - a Hot Rate (prepaid) rental of a minivan -
Car rentalCar daily rate:
$66.95
Rental days:
3
Taxes and fees:
$106.13
Subtotal:
$306.98

Trip Total
$306.98

Now for a rental via Hertz - their Manager's Special (pay later)
Payment Method Pay Later

Rate Details
3 days at 58.65 USD
175.95 USD

Airport concession fee recovery
20.12 USD

Property tax, title/license reimbursement
3.63 USD

Rental Facility Fee
17.85 USD

ENERGY SURCHARGE
1.49 USD

Included
Unlimited Free Miles Included

Vehicle Subtotal
219.04 USD

Taxes
32.85 USD

Total Approximate Charge
251.89 USD
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Old Aug 21st, 2014, 06:26 AM
  #35  
 
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Comparing - different cars and rates, but looking at taxes

Hotwire - $106.13 taxes and fees on a $200.85 rental
Hertz - $73.95 taxes and fees on a $177.95 rental

So it doesn't look like Hotwire is underestimating the taxes at the Austin airport.

My guess is that it's a problem with Thrifty loading in the correct TX taxes to Hotwire.
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Old Aug 21st, 2014, 06:35 AM
  #36  
 
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"So have you all experienced this with regular bookings through an agency's rental site, too--where the price you reserve changes when you arrive?"

Yes.
The actual charges were different but not because they switched the daily rental rate.
The difference was due to other variables - taxes (actual vs estimated), extra time, gas fees, etc.

I used to rent virtually every week for business and it was rare that the actual cost exactly matched the estimated total. But there was always a valid reason. "Estimated" was just an estimate.


Your post is helpful. We now know there are 3 different kinds of Hotwire rental types and some companies are offering "estimated taxes and fees" while other quote a non-estimated total.

I don't know but my guess is that Thrifty is not loading the correct tax estimates into Hotwire's program. I don't think anyone is deliberately misguiding anyone, but I think it would be Thrifty's responsibility to do so. In any case, Hotwire is not liable because at booking the disclaimer is there that actual charges may vary.

Thanks for bringing this up.

I've never booked rental cars via Hotwire and it was interesting to see that Hertz is matching the discounting and mystery car option that Hotwire offers - and Hotwire is offering the standard rate quotes that other companies have always offered.
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Old Aug 21st, 2014, 08:02 AM
  #37  
 
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schlegal, I completely understand your point about $50 being significant not because it's $50 but because it represents a third of the total charge. I have never used Hotwire so can't pretend to understand most of this thread, but I, too, appreciate your posting to alert others to take care with Hotwire.
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Old Aug 21st, 2014, 09:32 AM
  #38  
 
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Well, "taking care with Hotwire" has to do with WHAT you choose to do with them, not that Hotwire is doing anything shady--IMO.
And that is true--now that there are different options.
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Old Aug 21st, 2014, 09:46 AM
  #39  
 
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I'm still trying to figure out how the original estimate was around $150 INCLUDING taxes and fees, yet the special Texas taxes were %50 additional. I realize there are sometimes some pretty high local taxes, but 30% just for state or local taxes. Were there ANY state taxes already on the estimate, by the way?

Boy would I love to see THAT itemized final bill.
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Old Aug 21st, 2014, 09:47 AM
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above I meant $50 additional, not %50 additional.
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