Privacy Policy

Can't sign in

Contact Hotelwaze Support. If you’re still having issues after attempting to reset your password, please provide your name and phone number and we’ll be in touch.

Network connectivity

It’s possible that you’re in an area with limited or unavailable cellular network coverage. Try heading to a different location with better coverage.

Account limitations

You may not be able to go online if you’re in a different location from the one you chose when signing up. If you want to receive a trip in another location, you have to add your preferred locations.

My account has been hacked

If you suspect that someone used your Hotelwaze account or you see suspicious activity, your account may be compromised.

Suspicious activity can include:

Account changes you didn’t make
Receipts for trips you don’t recognize
Changes to your payment profile you didn’t make
Password or email address updated without your knowledge

If you’re able to sign in to your account, we recommend resetting your password immediately.

My account has been deactivated

The most common reasons users lose access to their account are an expired document or an issue with their background check.

We understand having your account deactivated is frustrating and are here to answer any questions.

Our commitment to our Partners

We’re strongly motivated to keep access to the Hotelwaze platform open and help Partners and drivers get online when they want to work.

Losing account access doesn’t happen often, but when it does, we know it can be frustrating.

It’s our responsibility to ensure that our processes are fair, accurate, and transparent.

Drivers and delivery people should be aware of the behaviors that can put their access at risk.
Drivers and delivery people who have been using the platform for years have built trust with their customers and Hotelwaze.
If any loss of access occurs, Hotelwaze will make every effort to be clear, empathetic, and transparent about the reasons behind the decision.
Outside of the most serious cases, Partners and Drivers should have the ability to request a review of any decision that removes access for more than 7 days.
Hotelwaze should take a consistent approach to creating, reviewing, and changing account deactivation standards.

I'm not getting trip requests

Check your internet or network connection:

Check that your mobile data or WiFi connection is enabled.
Confirm that you’re in an area with network service.
Make sure you’re not in energy-saving mode.
Restart your device.
Sign in to your Hotelwaze account.

Please contact Hotelwaze Support for any additional issues.

What background checks look for

Criminal history

Subject to applicable state and local laws, certain criminal convictions may disqualify an individual from using the platform.

What’s needed for background checks

You’ll need to provide:

Your consent to a background check.
A valid Philippines driver's license or passport.

Verifying driving history

To drive with Hotelwaze, you must hold a valid Philippines driver's license.

Under 25 years old: 3 years of Philippines driving experience may be required.
25 years or older: At least one year of driving experience may be required.

Your background check failed

As part of our commitment to keeping users safe, Hotelwaze performs background checks on drivers and delivery people.

Upfront fares

Upfront fares let you see how much you’ll pay and where you’ll go before accepting a request.

Payment did not go through my bank account

Please contact Hotelwaze Support.

Fuel and Tolls

Who pays for fuel and tolls?

Fuel consumed during the rental will be paid by the renter.

Partner vehicles may be charged tolls and other road surcharges when using bridges, tunnels, highways, and airport routes.

Hotelwaze Partner Reimbursement Form 109

What is a Booking Fee?

The Booking Fee is paid by the Partner to help cover the cost of government-mandated commercial auto insurance and other regulatory, safety, and operational costs.

Is Hotelwaze safe?

We’re committed to helping create safer experiences for everyone using Hotelwaze.

Passengers and drivers are required to verify personal information before the trip.
Riders can see relevant vehicle information to help identify their booked vehicle.
You reserve the right to decline or cancel a trip request.

Keeping your Hotelwaze account safe

What is phishing?

Phishing is an attempt to trick you into giving away your account information such as your email address, phone number, or password.

Common phishing scams

Fake Hotelwaze Support calls or messages asking for passwords.
Offering Hotelwaze credits in exchange for personal information.
Unsolicited emails or messages linking to fake login pages.
Websites asking for your Hotelwaze login information.

How to help keep your account secure

Never share your password, SMS code, banking information, or debit/credit card information with anyone.

3 ways to help protect your account

Never share passwords, security codes, or sensitive information over email or phone calls.
Avoid fake Hotelwaze websites and verify the website address.
Avoid letting passengers access your device during a trip.

Vehicle Booking Confirmation

You will receive confirmation about your trip through email while using the Hotelwaze website or mobile application.

Booking confirmation may include:

Booking Date
Booking Time
Pick-up Location
Drop-off Location
Name of the Passenger
Booking ID Number

What is REG on my confirmation email receipt?

REG refers to the Plate Number registered to your vehicle.

Car Inspection and Documents

Registration is FREE

Inspection is FREE

Once Partner registration is confirmed on the Hotelwaze website, a vehicle inspection may be required to ensure that your vehicle is in proper working condition.

Document Requirements

Driver's License
Tourist Franchise Certificate
Car Registration

Once approved, your account will be activated. Activation may take approximately 2–3 working days.

What is the role of a Hotelwaze Location Representative?

Conducting vehicle inspections and evaluating vehicle condition.
Evaluating documents to ensure they are valid and updated.
Assisting drivers, partners, and passengers with communication and support when needed.

Vehicle Year Model

Vehicles must meet Hotelwaze vehicle age requirements and are subject to actual inspection and document evaluation.

Rental Cars

Regular rental agreements of the car rental businesses apply to vehicles made accessible through this website.

Car Mileage — What is the mileage/kilometer policy?

In the Philippines, most car classes come with unlimited mileage. Larger or specialty vehicles may have restricted kilometer limits and additional charges may apply.

Can I request my driver to make multiple locations?

Yes. Multiple locations may be possible provided the trip does not exceed the permitted continuous driving time.

Can renters take a rented vehicle one way?

No.

Renting a Car After an Accident

Rental expenses while your vehicle is being repaired may be covered by your insurance policy if rental reimbursement coverage is available.

I'm a driver. What should I do if I get in an accident?

If you are involved in an automobile accident, move to a safe location if possible and contact the appropriate authorities. You should also notify the Rental Partner and Hotelwaze Support.

Does my insurance company cover a rental car after an accident?

Rental reimbursement coverage may assist with rental costs if you have a valid auto insurance claim. Please review your personal insurance policy for details.

Renter Questions

What are the requirements for renting a car?

Minimum required age.
A valid driver's license.
An acceptable form of payment.

What is an International Driving Permit?

An International Driving Permit is a translation of your national driving license that may allow motorists to drive in foreign countries when carried together with the original license.

How much is a rental car?

The price of a rental car can depend on:

The duration of the rental.
The vehicle class selected.
The rental location.
Insurance and additional products selected.

Is a car rental deposit required?

Yes. The deposit amount may vary depending on the exact vehicle and rental price.

Payments

What forms of payment are accepted?

Available payment methods may include Credit Card, Debit Card, PayPal, Smart Money, GCash, Dragon Pay, Juan Pay, Peso Pay, Pay Easy, and MOLPay.

Does Hotelwaze accept gift cards?

No.

How do I change or cancel my reservation?

If your car has not yet been picked up, you may be able to view, modify, or cancel your reservation through the Hotelwaze website or application.

Changes to the pick-up location, drop-off location, date, or time may affect rates, taxes, surcharges, or other applicable fees.

Insurance

Is personal auto insurance required when booking a car?

You may not need your own personal auto insurance depending on the rental agreement and available coverage options.

Booking

Can I do advance booking on the Hotelwaze website or app?

Yes.

Do I get charged for canceling my car booking?

Cancellation policies and charges may vary depending on the booking terms and timing of cancellation.

Will there be an additional charge if I am late returning the vehicle?

Additional hourly fees may apply if a rental vehicle is returned later than the permitted grace period.

NO SMOKING POLICY

What is the Hotelwaze policy on smoking in vehicles?

Hotelwaze is dedicated to offering customers and staff a clean and safe fleet. All vehicles are smoke-free.

If a vehicle is returned with evidence of smoking, a cleaning fee may apply.

Rental Vehicles, Equipment and Protection Products

What is the car rental scratch policy?

Damage protection may cover certain minor dents, scratches, and windshield damage depending on the protection package selected.

What should I do if my rental car breaks down?

If your rental car breaks down due to mechanical failure, move to a safe location and contact roadside assistance.

Renter Additional FAQ

How old do you have to be to rent a car?

Hotelwaze's minimum age requirements may vary according to the rental location and vehicle category.

Do I need a Credit Card to rent a car?

A credit card may be required in certain situations, particularly for security deposits.

Can I use unlimited mileage for car rental?

Unlimited mileage may be available for eligible vehicles, while certain vans, specialty vehicles, and premium cars may have mileage restrictions.

Renting a car with a Credit Card

Accepted credit cards may include VISA, MasterCard, American Express, Discover Network, and JCB.

Renting a car with a Debit Card

Debit cards carrying supported payment network logos may be accepted according to the Rental Partner's payment policy.

Renting a car with a Gift Card

Hotelwaze does not accept gift cards as payment for rental vehicles.

Renting a car with Cash

Many Hotelwaze Partners do not accept cash payments due to security concerns. Payment availability may vary depending on the location and Rental Partner.