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CONTACT SUPPORT. If you’re still having issues after attempting to reset your password, please provide the information Name and Phone number and we’ll be in touch.

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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 own preferred locations.

My account has been hacked

If you suspect that someone used your Uber 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.

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 to 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—and that Partners and drivers trust that we’re doing the right thing. That’s why we’ve developed the following principles to guide us:

  1. 1. Drivers and delivery people should be aware of the behaviors that can put their access at risk.
  2. 2. Drivers and delivery people who have been using the platform for years have built trust with their customers and Hotelwaze. Hotelwaze may consider time on the platform and number of trips in decisions around access, except for serious incidents.
  3. 3. If any loss of access occurs, Hotelwaze will make every effort to be clear, empathetic, and consistent in our communications and specific and transparent about the reasons behind our decision, except where doing so poses a risk to other users.
  4. 4. Outside of the most serious cases, Partner and Driver should have the ability to request a review of any decision that removes access for more than 7 days and can’t be resolved by the Partner and Driver on their own.
  5. 5. Hotelwaze should take a consistent approach to creating, reviewing, and changing account deactivation and review standards.

I'm not getting trip request

Check your internet or network connection

Step 1: Check that your mobile data or WiFi connection is enabled.

Step 2: Confirm that you’re in an area with network service.

Step 3: Make sure you’re not in energy-saving mode.

Step 4: Restart your device.

Step 5. Sign-in to your Hotelwaze account.

Please contact Hotelwaze support for any issues.

What background checks look for

Criminal history

Subject to and in accordance with state and local law, some types of criminal convictions such as murder, sexual assault, and terrorism-related offenses will disqualify you, no matter when they happened. Convictions at any time in your lifetime for violent crimes, sexual offenses, being a registered sex offender, and other types of crimes are also disqualifying. Pending charges for these types of crimes are also disqualifying until they are resolved in your favor. Depending on applicable regulations, laws, and practices in the city where you want to drive, the background check may include an individual assessment that considers provided evidence of rehabilitation or good character.

What’s needed for background checks

You’ll need to provide:

  • Your consent to a background check before we start it. Where permitted, this allows Hotelwaze to request additional background checks during the term of your relationship with Hotelwaze.
  • A valid Philippines driver’s license or Passport.

Verifying driving history

To drive with Hotelwaze, you must hold a valid Philippines driver’s license. If you are:

  • Under 25 years old, 3 years of Philippines driving experience is required. All drivers in the Philippines must be 25 years of age.
  • 25 or older, one year of Philippines driving experience is required.

Your background check failed

As part of our commitment to help keep all users safe, we run background checks on all drivers and delivery people, and can’t allow anyone with failed background checks on the platform.

Upfront fares

Upfront fares let you see how much you’ll pay, Hotelwaze service fee is excluded, 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 will be paid by the renter.

Partner vehicles may be charged tolls and other road surcharges on bridge and tunnel crossings, highways, and around airports. E-pass in the vehicle is mounted to move through toll plazas quickly. When your vehicle is charged a toll. Tolls are charged to renters and refunded to Partners, as detailed on the terms and condition.

If the renter didn't pay the fuel and toll exact amount when Partner was charged, please use the form below. We’ll review and make any necessary adjustments.

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 that Hotelwaze maintains on regulatory, safety, and operational costs. Booking Fees vary by trip and are based on various factors, including the trip’s origin city and distance.

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. This private information is used to confirm identity and is kept confidential.
  • Riders can see your first name,, vehicle make and model, and license plate number in the email receipt to help them identify you
  • You reserve the right to decline or cancel any trip request. If you feel unsafe during a trip, you can pull over and end the trip immediately.

Keeping your Hotelwaze account safe

What is phishing?

Phishing is an attempt to trick you into giving away your account information (email, phone number, and/or password). A successful phishing attempt can result in identity theft and financial loss.

Phishing can occur as an unsolicited call, where the call asks for your account information. It can also occur via text message or email, and may include an attachment or link that leads to a fake login page.

Common phishing scams

  • Fake “hotelwaze support” calling or texting you to ask for your password and account information

  • Offering Hotelwaze credits in exchange for personal information

  • Unsolicited calls asking for account information or texts and email links leading to fake login pages

  • Websites selling discounted products that ask for your Uber account login

  • Emails or calls asking you to add a gas gift card to your account so that they can cash out your earnings to fake debit cards

How to help keep your account secure

You can help to keep your Hotelwaze account safe from phishing by not sharing your password with anyone for any reason. We will never ask for your password, SMS code, banking information, or debit/credit card information over the phone or through email.

3 ways to help protect your account

  • Never share passwords, codes received, or your social security number over email or on phone calls received.

  • Avoid fake Hotelwaze websites. Real Hotelwaze websites will always have “” in the URL.

  • Avoid letting riders use or access your device when you are on a trip

Vehicle Booking Confirmation

You will receive confirmation from hotewaze about your trip through email while using the Hotelwaze website. And if the mobile App is available all booking confirmation is done by the website/mobile application. Details are as follows:

Booking Date, Booking Time, Pick-up Location, Drop-off Location, Name of the Passenger. And a Booking ID Number.

What is REG on my confirmation email receipt?

The REG is the Plate Number registered to your vehicle. 

FAQs on Large Luggages

What if the passenger is unresponsive?

Phone numbers will sometimes be available for you in the passenger pick-up instructions.

This phone number typically belongs to a related family member or friend who requested the trip for the passenger.

If this is not available, additional help is available by contacting support.

Business customers have told us that they may not be able to immediately answer their phone for several reasons (example: they may be in a meeting), so they greatly appreciate your patience. 

What if I have difficulty accessing the location or the pick-up instructions are unclear?

If you are near the pick-up location and there is no way to enter you can call or text your customer and inform them you are unable to access the location.

If your customer is unresponsive, you can call the secondary phone number, or call Hotelwaze support to assist you.

What if I can’t fit all of the items in my vehicle or mode of transportation?

If Partner arrives at the location and discovers passengers are unable to continue the trip, please contact support.

What will happen if I’m a driver and want to cancel the trip within 3 hours before the booking? 

In some instances, if you need to cancel a trip as a driver, you need to contact your Hotelwaze Representative. Your Hotelwaze account can be suspended and cannot receive a trip until upon reviewing the incident. 

Car Inspection and Documents

Registration is FREE

Inspection is FREE

Once partner registration is confirmed on Hotelwaze website. It requires an inspection to make sure your vehicle is working order. You have to make an appointment to our authorized representative for vehicle and for your document inspection.

Document Requirements:

1. Driver's License

2. Tourist Franchise Certificate

3. Car Registration

Once approved your account will be activated. This might be 2-3 working days to activate your account.

What is the role of Hotelwaze Location Representative?

The Hotelwaze Location Representatives are incharge of the following:

  1. Conducting vehicle  inspection. They are incharge of evaluating your vehicle to make sure your vehicle is working order.

  2. Responsible for document evaluation to make sure documents are all valid and updated.

  3. Incharge to driver's/partner's and passengers communication in times of need to resolve the issue. Like driver's got in an accident or failure to show-up when a trip was booked. 

Vehicle Year Model

Vehicle must be at least 10 years old below. All vehicles are subject for actual inspection and also required for document evaluation to make sure documents are all valid and updated.

Rental Cars

The regular rental agreements of the car rental businesses apply to the rentals of vehicles made accessible through this site, and these must be filled out by you when you pick up the vehicle. Hotelwaze facilitates the process of making a car reservation with the rental car provider.

Car Mileage — What is the mileage/kilometer policy?

In the Philippines, most car classes come with unlimited mileage/kilometer. larger or specialty vehicles, like huge SUVs, Standard Van’s, Premium Van’s or Exotic Cars, have a restricted kilometer and an extra charge of not more than P300 each day to the renter if over 200 kilometer limit. Passengers can pay directly to our partners for exceeding the restricted kilometer.

Can I request my driver to make multiple locations?

Yes, for multiple locations it is not a problem as long as it does not exceed 3 hours of continuous driving time for our driver. It is better to let your driver have some rest on your way to your destination. We recommended this to your safer trip on the road.

Can renters take a rented vehicle in the Philippines one way?


Renting a Car After an Accident — I just had an accident and I need a car while my vehicle is being repaired. What should I do?

Rental expenses during the time your car is being repaired may be covered by your policy if your insurance company offers rental reimbursement coverage. Our commitment to renters is to provide a 24 hours backup vehicle to support their transportation needs. For more information, get in touch with the insurance claims department or your agent.

I’m a driver. What should I do if I get in an accident during a trip?

The first thing you should do if you get into an automobile accident on your trip is call the police and file a complaint. After then, you have to get in touch with the Rental Partner and let them know about the mishap. Some roadside assistance is provided 24 hours a day in the event that you are in an accident with a rental automobile and the Rental Partner is not reachable or is closed. We advise giving the Hotelwaze presentative  a call as soon as you can during regular business hours.

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

If you have a valid auto insurance claim, rental reimbursement coverage will assist you in covering the cost of a rental vehicle. For specifics, see your personal auto insurance policy as each policy has different limitations and coverage.

What if the renter flight is delayed?

For delayed flights, reservations are good for 24 hours from the planned time of pick-up, and fees don't start until that time. Delivery will stay open for up to two hours in order to serve customers who arrive late.

The Hotelwaze app requires renters to provide flight details when making a reservation. Their flight details enable our Hotelwaze app to perform automatic calculations for your convenience.

Renter Ask Questions

I am under the age of 25. Can I rent a car if my vehicle is in the shop?


Can I upgrade my rental car while my vehicle is in the shop?

Yes, you can inquire with the Rental Partner about availability and upgrade fees if you'd want to rent a car of a higher class than what you have reserved. In the event that we bill your insurance, you would have to cover the difference yourself.

Requirements — What are the requirements for Hotelwaze renting cars in the Philippines?

The age requirements should be 21. Have a valid driver's license. Be able to provide an acceptable form of payment.

What is an International Driving Permit?

An International Driving Permit is a translation of your national driving license. The IDP allows motorists to drive vehicles in foreign countries. You must always have your IDP along with your national license at all times.

What are your age requirements for renting in the Philippines?

While every rental car company has their own policies for young renters, the minimum age to rent a vehicle with Hotelwaze is 21 throughout the Philippines.

What cars can I rent when under 25?

Hotelwaze renters under the age of 25 may rent any car except those from the Dream Cars, Prestige, and Adrenaline collections, and certain specialty vehicles.

If I'm a person with a disability and do not have a driver's license, or I want to rent a vehicle with a driver, can I rent a car from Hotelwaze?

Indeed! You can still rent a car even if you don't have a valid driver's license because of a disability. while accompanied by a driver substitute who has a current driver's license. Additionally, Hotelwaze offers cars for rent with drivers. There are standard rental criteria and minimum age limits that must be met, but the surrogate driver is not charged extra and is not obliged to provide a credit card or fulfill any other conditions related to our financial underwriting

How much is a rental car?

The price of a rental car can vary significantly and is dependent on numerous factors. These elements consist of:

⁃ The duration of the vehicle rental

⁃ Car class chosen

⁃ Lease location Insurance-related goods ⁃ Other products chosen

Is a car rental deposit required?

Yes. The deposit amount varies by the exact price of the car rented.

Can I pay for the rental of a car for another individual?

At the time of pick-up, the vehicle's renter must be present to sign the rental agreement and produce their voucher, debit card, or credit card. It is not permitted for the renter to give someone else's credit, debit, or voucher to use. You can rent the automobile in your name and add a driver if you would like to cover the cost of the rental car but let someone else drive it. They would need to fulfill all of our requirements for extra drivers in order to be added.

How do refunds work with the different methods of payment?

When you arrive at the location to pick up your vehicle, we collect the full cost of the rental and a security deposit. The amount of the deposit will vary, based on the cost of the rental. Once you return the vehicle, we will refund your security deposit in full, unless there are additional unplanned charges – such as fuel replacement, vehicle damage or a late return. The time it takes to receive your refund is based on the method of payment used to pay for your rental.

When you pick up your car, your credit card will be fully authorized to cover the rental price as well as the security deposit. We quickly release the authorization upon your vehicle return, and we only charge your card for the full rental price.

When you pick up your car, your checking account will be charged the full rental and security deposit amount if you paid with a debit card. Hotelwaze will credit your checking account with the deposit amount as soon as the car is returned.

Your bank will choose how long it takes for the refund to appear in your account. A refund should normally appear in your account in 5 to 10 business days. Please give us a call so we may discuss your charges with you if, after ten business days, you have not received your refund.

How can the car rental person pick me up?

The rental driver will meet you at the precise address you have specified as soon as your pick-up location is verified.

How can I return my rental vehicle if the person is not available?

To best serve you, our rental partners are always available. You can contact us so that our customer service team can help you if the car rental company does not meet you at the prearranged return address.

I would like to keep my rental vehicle for a few days longer; is that possible?

Indeed! Please go to the part of your website or mobile app account on how to extend the days so that we can point you in the right route and ensure that your rental is extended correctly.

I want to return my car early, is there a penalty to do so?

Customers who return a car early won't be assessed additional fees; you'll only be billed for the days you used it (not including reservations made in advance). If you attempt to return the vehicle to a different place or if the location is closed or unavailable when you try to do so.

Airport locations will have policies in place for your early or late return and will accept returns after hours. For precise instructions, please check with the rental car location when you pick up your vehicle.

Please Note: Unless prior agreements have been made with the original pick-up and drop-off location, vehicles should be returned to the same spot from which they were picked up. An extra drop fee can apply if you return your rental car to the airport but did not pick it up there in the first place.

Non-airport locations demand that the rental cars be dropped off and picked up at the same spot. While you pick up your car, you have to ask the rental partner if there is an "after hours" service drop box accessible if you want to return the car while they are closed or unavailable. You'll be able to avoid paying more by doing this.

Please be aware that a car returned after hours won't be checked in until the next working day. The customer is in charge of the vehicle until the rental car is satisfactorily checked in on the next business day if they return after hours when the car rental is closed or unavailable.

Do I need to refuel the vehicle before returning? Can I prepay for fuel?

When they take up the car, customers can fill it up again to the same amount. Customers will be charged the local Hotelwaze car rental partners rate, which is usually more than the local pump pricing, if they decide not to refuel the vehicle to the same level. Gas tanks are not always full.

Can I add an additional driver to my rental? (For Self-Drive ONLY)

Any additional driver will pay a daily fee. Renter's who meet the same age and driver’s license requirements of the renter are authorized drivers at no additional charge. Any additional authorized drivers must appear at time of rental and meet age and driver’s license requirements.

Unless there are other contractual requirements, each extra permitted driver will incur a daily fee of P75 in addition to the rental price.


What forms of payment are accepted for renting a car?

Credit card, Debit Card, PayPal, Smart Money, GCash, Dragon Pay, Juan Pay, Peso Pay, Pay Easy, MOLPay, Pay Easy.

Does Hotelwaze accept gift cards?


Car Pick Up and Return — How will I know if my time contract terminated?

Our goal is to ease your travel discomfort. Three hours prior to the expiration of your contract, we will notify you via customer care or our Hotelwaze partners, giving you ample time to modify your vehicle rental extension.

What would happen if my contract terminated and did not make any adjustment for booking?

You have one day to report the problem as soon as possible. Our group will take the immediate essential steps.

How do I change or cancel my reservation?

If your car has already been picked up:

You need to get in touch with the person who helped you pick up the car if you would like to retain it longer after you have already done so.

If your car hasn't been picked up yet:

You can use the Hotelwaze app or website to see, amend, or cancel your reservation if you haven't picked up your car yet. Upon accessing this page, please ensure that every field is completed. The reservation will not be found if your confirmation number, first name, and last name are entered incorrectly. Please get in touch with us if, despite entering all of this information accurately, you are still unable to change your reservation.

Your rates, taxes, surcharges, or underage fees may change if you change the pick-up or drop-off location, date, or time. After you confirm your reservation, please view your updated rate quote.

What is a car rental drop charge?

The cost of retrieving a rental car from one place and bringing it back to another is known as a drop charge. The location and season have an impact on the rental car drop cost. If there is a drop fee, it will be mentioned at the time of booking.

Do car rentals provide additional equipment such as child safety seats, or GPS? 

Car rental partners can provide you equipment or protection products upon request. GPS is also installed on some vehicles for safety reasons.


Is personal auto insurance required when booking a car?

You do not need your own car insurance in order to book from Hotelwaze. All our rental partners have their Full Coverage Insurance Plans. We do offer additional several different types of insurance plans to protect you in the event of an accident.


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



Do I get charged for canceling my car booking?

Within five minutes of the rental beginning, cancellations made online through Car Booking are free of charge. And, there will be a non-refundable maximum of P200 Philippine currency for cancellations made after 5 minutes.

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

Great news! There is generally a 2 hour grace period for daily rentals.

Extra hourly fees will be charged if the car is returned the next day within 2 1⁄2 hours of when it was borrowed. Your rental contract will list the hourly rates for your location and rental.

You will be charged for an extra day of rental if you return the car later than two and a half hours after it was rented.

Please be aware that a car returned after hours won't be checked in until the next working day. If returning after business hours and there isn't a receiver present, the client is in charge of the car until the rental car is satisfactorily returned to the recipient.


What is your pet policy?

Pets are allowed in rental vehicles. Customers need to keep pets created and return their rental car in clean condition and free of pet hair to avoid cleaning/detailing fees. Service animals used by customers with disabilities are allowed in the vehicle without a carrier.

Rental Vehicles, Equipment and Protection Products

What is the car rental scratch policy?

The Damage Waiver covers minor dents, scratches, and windshield chipping on a rented vehicle. You can add on the Damage Waiver as an optional protection package while renting a car.

You might be responsible for paying for any necessary repairs out of pocket if you decide not to purchase the Damage Waiver and the automobile is damaged. It's best to get in touch with your insurance company before renting a car because your personal auto insurance may or may not pay for repairs.

How much is car rental insurance?

Depending on a number of variables, including the kind of automobile you want to hire, the cost of additional protection and insurance for rental cars can change. Start a car reservation below or give the Hotelwaze you want to rent from a call to get the most accurate pricing.

Can I purchase car rental insurance and other Protection Products from Hotelwaze for a rental car in the Philippines?

Yes. Please contact our customer service.

What should I do if my rental car breaks down?

If your rental car breaks down due to a mechanical failure and it is not drivable, be sure to get to a safe place out of traffic. Then, call roadside assistance and they will help you with the towing process.

Does Hotelwaze have a lost and found?

While our rental partners are working hard to provide you with the best possible service in the event of a loss or find, you can contact them directly if you are lost.

How will I know if my time contract is terminated?

Our goal is to ease your travel discomfort. Three hours prior to the expiration of your contract, we will notify you via the Hotelwaze App, giving you ample time to modify your vehicle rental extension.

What would happen if my contract terminated and did not make any adjustment for booking?

You have one day to notify us of the problem, after which we must notify HPG. We must notify immigration to hold a departure order if the person is abroad.

Prices of cars return, how much is driver fee computation?

Driver fees are already included during car rental booking with the driver. There are instance drop off location changes and there might be additional cost fees.

Renter Additional FAQ

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

While each rental car company has its own policy regarding underage drivers, Hotelwaze's minimum age to hire a car in the Philippines is 21.

2. How can you avoid an Under 25 Car Rental Fee?

For renters under 25, Hotelwaze is now waiving the young renters fee. Furthermore, certain membership programs—like AAA—waive the young renters charge.

3. What cars can I rent when under 25?

All cars, with the exception of those in the Dream Cars, Prestige, and Adrenaline collections as well as some specialized vehicles, are available for rent by Hotelwaze customers under the age of 25.

4. Do I need Credit Card to rent a car?

There are situations where using a credit card is limited to security deposits.

5. Can I use unlimited mileage for car rental?

Indeed. With the exception of those Vans, select specialized cars, and cars from the Dream Cars, Prestige, and Adrenaline collections.


What is the Hotelwaze policy on smoking in vehicles?

Hotelwaze is dedicated to offering its clients and staff a clean, safe fleet. To further fulfill this promise, Hotelwaze has made all of its cars smoke-free. If a car is returned with signs of smoking, a P200 cleaning fee will be charged.

When will I know if I have been charged the cleaning fee for smoking?

Most of the time, you'll find out after the rental car's clearing time. You will see the charge on your final receipt if there isn't a Return Representative present.


Renting a car with a Credit Card

Credit cards are accepted. VISA®


American Express® Discover Network®

JCP (Japan Credit Bureau)

Renting a car with a Debit Card

Any non-credit card having the VISA, Mastercard®, or Discover brand is referred to as a debit or check card. Any non-credit card without one of these logos, including prepaid cards, is not accepted.

Renting a car with a Gift Card

Hotelwaze does not accept gift cards as a form of payment for a rental vehicle.

Renting a car with Cash

Many Hotelwaze partners do not accept cash payments due to security concerns.

When it comes time to pay for the rental, some places might take cash or a money order.