Hotwire

April 5, 2017
 
[redacted], IN [redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com...

regarding your reservation with Days Inn and Suites Navarre Conference Center, FL. I understand that you are dissatisfied on the amount of savings you received. As such, you requested a refund.
 
Our records indicate you booked a Hotwire Hot Rate ® reservation. In Hot Rate ® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate ® reservations are non-cancellable and non-refundable.
 
Allow me to further clarify how the savings provided on our site was derived. Our crossed out savings are based on the median pub**shed rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. To clarify, if we were to compile a **st of the retail rates we found for all the 2.5 star hotels in the area you booked for your travel dates, the median would represent the retail rate fal**ng in the middle of the **st. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from.
Let me assure you we work hard to negotiate the lowest rates with our partners.  While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. If you find a lower total for the same property with the same travel dates 48 hours before check-in, we will refund you the difference.
Based on the information above, I am unable to honor your refund request.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

(The consumer indi**ted he/she DID NOT accept the response from the business.)You did not read our **se clearly. There is a problem on the Hotwire site. There is a button on their site that has a **nadian flag. If you click on that and proceed it should not charge you US dollars.I have done this several times and get the same result. We clicked on the **nadian flag which means the flight should be in US dollars but when we proceed it charged us US.You need to get a representative try it yourself.We still want the difference refunded as the hotwire site is not working properly.I **n send you a video of what we did if you want.[redacted]

April 6, 2017 
 
[redacted] Dr [redacted], VA [redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Magnuson Hotel Columbia. I regret you remain dissatisfied after the information we provided.
 
Upon further research of the property, I honored your refund request as an exception. Please be advised that the refund normally takes 1 to 2 business days and is up to your financial institution as to when the funds will be available for use which typically takes 5 to 7 business days. Please also disregard the 25 HotDollar credits applied to your account.
 
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

November 15, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted]
 
Dear [redacted],
 
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation. I understand you...

found a cheaper rate and would like a billing adjustment.
 
In order for us to look into this matter further, please provide us the following information:
 
- First and last name of the Guest.
- Email address used to complete the reservation.
 
Once we receive this information, we will be more than happy to research further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/19) */
July 19, 2015
[redacted]
[redacted] Court
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with The Liberty Hotel. We understand that you were dissatisfied with your booking, as you did not feel The Liberty Hotel was worthy of the 5-star rating, and you sought to cancel the booking for a refund. We regret any concern this situation [redacted] have caused.
Our records show you called in July 10, 2015 to speak with one of our Customer Care Representatives, and the offer was made to cancel the original reservation for a refund and book a new reservation, which you took advantage of. Your reservation with The Liberty Hotel was cancelled for a full refund, and you are now booked with the Boston Marriott Burlington. We hope this resolves the issue to your satisfaction.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/07/17) */
July 17, 2015
[redacted] Pkwy Apt [redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns as went...

through the Revdex.com, regarding your car reservation with Dollar for June 20, 2015. We understand that you are requesting a refund of $82.32, due to it not being used for the new car booking. We regret any frustration this [redacted] have caused.
After further review, we will be refunding you the $82.32. We have submitted this to our financial department for processing. We will be refunding the same card that was originally used. Due to the refund, we are removing the $82.32 HotDollars you were originally compensated with. This will leave you $25 HotDollars on your account.
We apologize for the inconvenience this has caused, and regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the response from spirit airlines and hey addressed most of the issues I have raised. I am mostly satiesfied with response as they have atleast return my money which was charged for no service given. She was courteous enough to apologize. But as she mentioned that I could have rushed to airport and they might have accomodated me to another carrier or flight thats not right. they surely offered me outgoing flight at no cost for next day. Thats like I am going to land to destination and have to fly back in couple of hours. Thats not acceptable. And the reason I was given is that they didnt have crew for that flight. I mean common you running airline. Anyway Some kind of rewards would have been better to really belive that they are sorry for inconvinience caused to passangers.
But I request you to close the case please as I understand situations like this.
Final Business Response /* (4000, 9, 2015/08/01) */
August 1, 2015
[redacted], XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Dollar car rentals, in Chicago, Illinois on June 20, 2015. We understand that you were expecting to use you Hot Dollar credit for this reservation. We regret any miscommunication this situation [redacted] have caused.
Hot Dollars are Hotwire credit that is available to use with our pre-paid Hot Rate(r) hotels and car rentals. This reservation with Dollar was a car rental that was not pre-paid. Hotwire did not collect any funds for this reservation, all charges were to be paid to Dollar at the time you returned your vehicle. We understand this was not clearly explained at the time of booking, and have refunded your Visa ending -[redacted], in the amount of 82.32 on July 30, 2015. Hotwire has processed this credit, but it can take 1-2 business days for your financial institution to receive the funds. Please follow up with your credit card company or bank to confirm when they will post the funds to your account.
After review, we have determined to compensate your account with 25 HotDollars, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (2000, 11, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with their refund and compensation.
I really appreciate Revdex.com for resolving issues.

Initial Business Response /* (1000, 5, 2015/09/03) */
September 3, 2015
[redacted] Road
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking Red Roof Inn Ardmore on August 26, 2015 in Ardmore, Oklahoma. We understand that your original room assignment did not have security locks, and you paid to be moved to another room. You are seeking a refund for this reservation. We regret any inconvenience this situation [redacted] have caused.
We expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working order. As this hotel stay is complete, our options to work with the hotel to resolve this situation are limited. Hotwire appreciates your feedback regarding your recent experience.
Hotwire has reached out to the Red Roof Inn Ardmore and confirmed there was no security lock in the initial room. Your refund has been approved in the amount of $68.62 and will be credited back to the form of payment used at the time of booking. Please allow seven to 10 business days to process the refund. After the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
For future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at the number below so that we [redacted] work with our hotel partner to resolve the issue. We are available 24 hours a day, seven days a week for all your travel needs; we hope to have the opportunity to better serve your travel needs in the near future.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at XXX-XXX-XXXX.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23, 2015
[redacted]
XXXXX [redacted] Dr.
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire as sent...

through the Revdex.com, regarding your booking with Days Inn New Orleans Airport. I understand you were dissatisfied with your recent hotel booking, as you feel unsafe with the hotel's location. As such, you are requesting a refund.
Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that [redacted] arise at the property.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. As I understand this was not the case with your reservation, please accept my sincere apologies. Allow me to assure you Hotwire prioritizes the safety and cleanliness of a property as a matter of up most importance. This is not typical of what our customers can expect when booking with Hotwire.
Based on your concerns regarding safety issues at this hotel, I read reviews on numerous sites I did not find a trend of reviews surrounding safety concerns with the hotel itself from past guests.
Based on the information above, I am unable to honor your refund request.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:
thanks to Hotwire for the response. Hotwire has worked with [redacted] to reserve and cancel the ticket. As more than 12 weeks have passed since cancellation and Hotwire acted as agent for [redacted], Hotwire needs to work with [redacted] to ensure my amount is refunded in an expedited manner, otherwise Hotwire should blacklist [redacted] on their website and not offer [redacted] tickets. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/16) */
November 16, 2015
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com regarding your reservation with Motel Le Marquis. I understand you are dissatisfied with your recent hotel booking because the hotel did not have a non-smoking room available at time of your check-in. As such, you requested a refund.
At Hotwire, we guarantee a non-smoking room if the hotel shows a "smoke free" amenity in the details and search results. If the hotel doesn't have the "smoke free" amenity, customers can call the hotel after booking to request a non-smoking room. The hotel [redacted] or [redacted] not be able to accommodate the request, as their ability to do so is based on availability. After reviewing your reservation, I confirmed the "smoke free" amenity was not listed for this property.
When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each property. Customers are able to choose the place they want to stay based on amenities that best suit their needs. Hotwire takes pride in providing our customers with a functional site with multiple features to help choose a hotel best for them. Therefore, we provide a feature during the booking path allowing customers to filter their search results by amenity. For example; if a customer checks the box provided for "smoke free rooms", our site will then refresh displaying only properties including our "smoke free" amenity.
As per our conversation today, I processed a full refund as an exception to our non-refundable and non-cancellable reservation. Refunds typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/27) */
[redacted] 27, 2015
[redacted] Drive [redacted] Suite [redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as...

sent through the Revdex.com regarding your reservation with the Sheraton Nashville Downtown Hotel. You state that you were unable to use your Hotwire HotDollar credit toward this reservation, as you booked using the mobile app for the booking. You are now seeking a full refund for the reservation or a $50.00 refund to your credit card. We regret any frustration or inconvenience this [redacted] have caused.
Our records show that you contacted Hotwire by phone [redacted] 6, 2015, seeking compensation for the service level received during your previous stay with the Sheraton Nashville Downtown Hotel. You were then awarded 50 HotDollars, to be used toward a future booking on the Hotwire site. As you booked your new reservation using the Hotwire mobile app, you were not able to apply the HotDollars.
The 50 HotDollars were awarded as a courtesy, and this amount was not deducted from what was paid to the hotel by Hotwire for your stay. At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
In light of the above, we are not able to refund you for this reservation, or apply a $50.00 refund to your credit card. Your HotDollars will remain available for use up to one year from the expiration date, or in this case, until April 13, 2016. You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent.
We strive to exceed our customers' expectations, and we regret that your experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When receiving the email informing me that 50 HotDollars were credited to my account, the only requirement for using them as stated by the email was that I must be signed into my account when making the reservation. There was absolutely ZERO mention that this could not be done through the mobile app. When making the reservation in which I wished to apply the credit, I was signed into my account through the mobile app - which by the terms in the email should have been enough, yet they are now claiming that they cannot be used when booking through the app. If that is the case, the requirements stated in the email should say that. Per the email, I fulfilled my end of the requirements by being signed into my account when making the reservation while they did not fulfill their end by not honoring the stated requirements. The $50 credit is what I expect because they did not honor their stated requirements while I did - it doesn't matter that they paid the rate to the hotel or not. I will forward the email with the requirements to whoever I need to, I just need the email address.
Final Business Response /* (4000, 9, 2015/06/14) */
June 14, 2015
[redacted] Drive [redacted] Suite [redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with the Sheraton Nashville Downtown Hotel. Per your letter, you were logged in to your account at the time of purchase using the mobile app, and per the email you received, you state that was the only requirement in order to use the HotDollars that had been awarded to you. Because the HotDollars were not applied to your booking, you are requesting a $50.00 refund to your credit card. We regret any continued frustration stemming from this issue.
The 50 HotDollars were awarded as a courtesy, and this amount was not deducted from what was paid to the hotel by Hotwire for your stay. We are not able to retroactively apply HotDollars to a booking once it is completed. Your HotDollars will remain available for use up to one year from the expiration date, or in this case, until April 13, 2016. You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent.
Our decision remains, we are not able to honor your request for a $50.00 refund to your credit card.
Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is fraudulent business practice, period. It doesn't matter whether they deducted the $50 from what they paid the hotel or not - they CAN refund the amount to my credit card, they choose not to. The email stating I had the credit available clearly stated the only requirement was that I be logged into my account when making my reservation, which I was. There was nothing stated ANYWHERE that this could not be used when booking through the mobile app - the only way I found out was when I called their customer service after the booking was complete and too late to cancel. It does not matter if that $50 remains in my account or not, I will never use Hotwire again, so it will remain unused apparently. I still want the $50 refunded to my credit card.

Initial Business Response /* (1000, 5, 2015/06/24) */
June 24, 2015
[redacted]
[redacted] Drive
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your car rental reservation with Alamo, scheduled to pick up at the Baltimore-Washington International Airport (BWI). We understand that you were seeking a refund of the reservation, as you were denied service by the agency, for being a local renter using a debit card for the deposit. We regret any inconvenience this issue [redacted] have caused.
On review of your account information, we can confirm that you were refunded in full on June 18, 2015. The refund of $120.94 was processed to the card that was used to book your reservation.

We would like to provide you with some information about booking car rental reservations on the Hotwire site. After selecting the pick-up destination, dates, and times for your booking, you are provided a list of car type options and the lowest rates available for the parameters entered. On the left side of the page, you will see a box to "refine your search." If you will be using a debit card for the deposit, please select "Debit/Check Card." The box will expand to allow you to select "I am local." By including this information in your search, your results will be narrowed down to only those agencies that are able to accept a debit card for deposit from a local renter.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

September 19, 2017
 
Revdex.com
Hotwire – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Hotwire Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Hotwire regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the refund and exchange issue. 
 
Our records show on May 31, 2015, Ms. [redacted] self-booked a Hotwire.com flight reservation via itinerary #[redacted] in the amount of $993.16. We understand from Ms. [redacted] the flight was canceled by the airline. The customer also stated after contacting customer support no proper resolution has been provided. Ms. [redacted] is requesting a refund for the flight reservation canceled by the airline.
 
Upon researching the customer’s complaint, we can confirm on August 1, 2017, Ms. [redacted] contacted Hotwire regarding an airline schedule change. The customer agreed to the provided new flight details. When Ms. [redacted] contacted Hotwire regarding the flight cancelation, Hotwire proceeded to advocated on the customer’s behalf by contacting the airline. The airline stated, Ms. [redacted] was tagged as a no-show, therefore her flight was canceled and no refund could be provided.
 
Hotwire acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor. Hotwire can only advocate on the customer’s behalf related to any refund requests related to an airline canceled flight reservation. Based on the information provided above, we are unable to honor Ms. [redacted]’ request for a full refund of the flight reservation.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Corporate Customer Service

Initial Business Response /* (1000, 5, 2016/01/05) */
January 5, 2015
[redacted]
[redacted] Lane
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau, regarding your Hot Rate(r) Car reservation with Hertz. I understand you are dissatisfied with your recent car booking, as you were charged by the rental agency for additional day, as you returned the car later than what was in their record. As such, you are requesting a refund, in the amount of $154.51.
Upon review of your account, I learned than you tried to make changes in your reservation on November 23, 2015 with one of our Travel Specialists, as you wanted to drop off the car a day earlier than what was booked, which our Travel Specialist advised you to contact Hertz if they can accommodate your request.
We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are non-refundable and we do not have access to a reservation to make changes once it is finalized.
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
After further investigation, I confirmed that on the same day, November 23, 2015, you contacted our Customer Care and spoke to [redacted], advising her that Hertz authorized the changes in your reservation, which she verified and confirmed upon contacting the rental agency. Per your complaint, you advised [redacted] to leave the reservation as it is, as you were still thinking to return the car on its original drop-off date. Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. I reviewed the call and found out [redacted] contacted Hertz to verify the information and was advised they will grant the request to change the drop off date from November 28, 2015 to November 27, 2015 and modified the reservation in their end, which she relayed to you. She, then advised you to contact our Customer Care Department upon dropping off the car to process a partial refund. The call ended with you acknowledging the changes in your reservation.
On December 22, 2015, your account was processed for a partial refund for a day. While we issue our refunds within 1-2 days of processing, it is up to your financial institution's policies on when the credit will be available for use. Any further questions regarding the specific timeframe of this process will need to be directed to your financial institution.
Based on the information above, I am unable to honor your request to refund the amount of $154.51 that was charged to you by Hertz for returning the car on its original drop-off date.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/10/14) */
October 14, 2015
[redacted]
XXXXX [redacted] Dr
[redacted] XXXXX
In response to Revdex.com Case numberXXXXXXXX; Customer's email: [redacted]@yahoo.co.uk
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your Hotwire account under the email of [redacted]@yahoo.co.uk. I understand you want to activate your account under the email address given.

After review and careful consideration, Hotwire has determined that its decision to cancel your bookings and deactivate your account was warranted. Unfortunately, your transaction falls outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your bookings.
Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best Regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response.
I am not sure your answer explains why you consider my account to be outside your acceptable risk theshold. Has there been fraudulent activities associated with this account? This is my own, personal account and all the activities associated with this account have been initiated by me so where is the fraud? I hope you understand when the owner of the account is confirming that activities are not fraud, then on what basis you are classifying activities as fraud?
As you say in your response, your risk management department is equipped to handle such cases but when I contacted your risk department at the phone # you have provided in your response to resolve this issue, no one picked up the phone and no one ever responded despite my leaving message several times. This clearly indicates to me that your risk department does not have a live person to deal with the issue. It is simply an automated system where you require customers to leave a message but with no chance for being responded back.
I would request you to provide me the reason what makes you believe that activities associated with my account are fraudulent when I as the owner of the account is confirming that these activities are legit and I am using my own personal credit card to pay (which is in my name and listed at my address in USA)for the booking I am making through your website. If you are concerned about the fraudulent nature of the activities, why your risk department is not making an attempt to resolve it by calling me back and confirming that transactions are legit? This is how any credit card company verifies any fraudulent activities by calling the owner of the credit card.
I am not satisfied with your response which looks like standard response you send to everyone in this situation without even closely examining the issue at hand.
I expect high standards from companies like Hotwire operating in USA to resolve issues for customers rather than erroneously flagging their accounts for fraudulent activities when there are none and making them run around. This is despite the fact the customer is making every effort to resolve the issue but the company is not willing to address the issue.
I hope to get a response on this.
Dr. [redacted]
Final Business Response /* (4000, 9, 2015/11/02) */
November 1, 2015

[redacted]
XXXXX [redacted] XXXXX
In response to Revdex.com case number XXXXXXXX
Customer's email: [redacted]@yahoo.co.uk
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire regarding your account deactivation.
I regret you remain dissatisfied with how your situation is being handled. It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is final. If the decision is final, you will likely not receive a call back from that department. I understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation.
I understand you want to have more information on why activities on your account are considered fraudulent. The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site [redacted] be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
If you have not received a call back from our risk management team, then our decision to deactivate your account remains unchanged.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

April 26, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear Mr. [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com...

regarding your reservation with Alamo. I understand you were informed that as a Texas resident, you will be refunded with the airport/concession fees.
 
Upon review, our records indicate you booked a prepaid standard car reservation. In prepaid standard booking, Hotwire provides service in booking your trip and the payment is directly received by the rental agency. To make it clear, Hotwire only serves as a third party seller for this type of booking and a customer is being charged by the rental agency.
 
Based on the information above, we are unable to honor your refund request. As Hotwire did not collect the charges, I strongly suggest you take this up to the rental agency directly
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/21) */
June 21, 2015
[redacted] Lane
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the Jameson Inns Conway. We understand that you were unhappy with your reservation, as the hotel was not in your desired location. We regret any frustration or inconvenience this situation [redacted] have caused.
With a Hotwire great low Hot Rate booking the exact street location is not revealed until the booking is complete. It is important for our customers to review the map correlated to the area called out during the booking process. That map defines the area in which the hotel can be located. In your case, the area selected was "Myrtle Beach West, South Carolina." We assure you the Jameson Inns Conway is located within the green shaded map defining the Myrtle Beach West, South Carolina area.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
In consideration of the above, we are not able to honor your request for a refund of this reservation.
In the future if you need a very specific location, we recommend that you take advantage of our standard rates. For standard rates, hotel details, including the hotels specific location, are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel. This type of reservation is best used by those who need to be close to a specific location.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27, 2015
[redacted]
XXXXX N. [redacted] Dr
[redacted], AZ XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the...

Revdex.com regarding to your experience upon calling Hotwire. I understand you are dissatisfied with how you were treated. You are claiming that you were placed on hold for 20 minutes and got hung up many times.

I apologize for any treatment that was anything less than exceptional when speaking with our Customer Care Team. I have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
I regret the frustration and inconvenience this situation created, and appreciate you took the time to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

May 5, 2016
 
 
Revdex.com
San Francisco Bay Area and Northern Coastal
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Hotwire regarding an issue...

from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package reservation.  We understand Ms. [redacted] is requesting a refund.  On April 15, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 5, 2015, the customer self-booked a package reservation, using Hotwire.com.  Travel was on JetBlue, departing December 5, 2015, from [redacted] to [redacted]; returning on December 9, 2015, [redacted] to [redacted].  The hotel stay at the Champions World Resort, check-in date December 5, 2015, check-out date December 9, 2015.  The customer is stating, JetBlue did not allow her to board the flight; due to it was full.  The customer is stating, they were advised to request the refund with Hotwire.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers.  As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies.  Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation.  This gives Expedia the opportunity to provide an appropriate resolution.
 
Upon further researching this matter, we can confirm on December 9, 2015, the customer contacted Hotwire, advising the airline did not allow her to board the flight, due to the flight was full.  Our agent contacted JetBlue, they advised the customer was marked as a no show and the ticket is lost with no value.  Our agent advised the customer, however the customer disagreed.  No further action was taken.
 
On May 5, 2016, Hotwire contacted JetBlue on the customers’ behalf, they advised the customer was marked as a no show.  The airline agent advised, their records reflect the customer contacted JetBlue on the day of travel on December 5, 2015.  The customer had requested to change the flight for a later time.  The airline advised, the customer had missed her flight, however could change it with a $50.00 fee.  The customer declined the change, the customer was advised that the ticket was lost and would have no value on it.  JetBlue was able to verify the flight number [redacted] departed on time and had 10 empty seats on it.
 
JetBlue advised the ticket is lost and has no value on it and they will not authorized any refunds.  Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each airline has its own specific set of policies and procedures as does each ticket purchased.  JetBlue was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card).  We hope the customer understands Hotwire cannot honor the request for the refund for the flight.
 
Hotwire can confirm the customer was refunded in full for the hotel booking only, on December 5, 2015, in the amount of $208.00.  Our records reflect that is the amount the customer was charged for the hotel stay. 
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
[redacted]
Tier 3 Customer Service

April 5, 2016[redacted]Astoria, NY 11106In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]Dear [redacted],I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hotwire account. I understand you are dissatisfied with the way your issue was handled.Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. As previously mentioned, any future booking attempts on Hotwire[redacted] will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed by Risk Management at [redacted]. We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office