Hotwire

Initial Business Response /* (1000, 5, 2015/05/27) */
[redacted] 27, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case#O-XXXXX - [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, Inc. is disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a flight complaint. We understand Mr. [redacted] is stating his airline ticket was missing. On [redacted] 25, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of his complaint but were unable to reach him.
Our records indicate on April 27, 2015, the customer or an authorized user in the account, self-booked a vacation package reservation on Hotwire.com for travel beginning April 28, 2015. The package included flights from [redacted] to [redacted], [redacted] with WestJet Airlines, and hotel reservations with the [redacted] Hotel and Suites in itinerary number XXXXXXXXXXX. We can also confirm the customer booked a second vacation package reservation in itinerary number XXXXXXXXXXX, with flights on WestJet Airlines for travel on April 28, 2015, from [redacted] to [redacted], [redacted], and hotel reservations with Town Inn Suites [redacted]. The customer is stating he booked a second reservation after arriving at the airport to replace the original booking due to a missing airline ticket.
Hotwire serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and subject to the rules and restrictions of those vendors. We were able to confirm the customer contacted us on April 28, 2015, to discuss the missing airline reservation. When contacting the airline, we were only advised they were working on issuing the ticket. We later learned that based on the time the reservation was created, the airline was having difficulty providing a ticket. As a result, the time limit given to Hotwire to issue the ticket expired. We regret any inconvenience this matter has caused.
In researching further, we determined that while the flight reservation was not ticketed, the hotel reservation at Isabella Hotel and suites was confirmed. Mr. [redacted] did not contact us to cancel this reservation even though he chose to book a second reservation at Town Inn Suites [redacted].
We regret that Mr. [redacted]'s experience was not as we would have hoped. To advocate further on his behalf, we contacted the Isabella Hotel and Suites and received the approval to process a full refund. In addition, we are refunding the cost of the original flight reservation. On [redacted] 27, 2015, a refund was processed in the amount of $503.59 to the original credit card used to book the package. The time that it takes for the refund to post to the customer's account depends on how quickly the credit card company processes these requests.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15, 2015
[redacted]
[redacted] Avenue
[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 Better Business...

Bureau, regarding your car rental reservation with Hertz, originally scheduled for pick-up at the Tweed New Haven Airport (HVN). We understand that you were denied service by Hertz, as you are on their Do Not Rent list. As such you are seeking a full refund for the reservation, including the $45.00 paid for the rental car damage protection. We regret any inconvenience this situation [redacted] have caused.
We were able to confirm your status on the Hertz Do Not Rent list, and have processed your refund in the amount of $159.10 on July 15, 2015. This has been credited back to the MasterCard that was used to book the reservation. An email was sent to you at [redacted]@gmail.com confirming your refund.
In order to obtain a refund for the rental car damage protection that was included with this booking, we ask that you contact Allianz Global Assistance directly, as we do not retain these funds. They can be reached at X (XXX) XXX- XXXX. In order to identify the policy, please use the policy number HXXXXXXXX when you call.
We would like to assure you that it is not our policy to deny a refund if you are denied service by a rental agency.
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 Consumer Rebuttal /* (2000, 7, 2015/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolution requested has been granted by Hotwire.

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.)

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23, 2015
[redacted]
[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 booking with the Quality Inn Hammond, LA. We understand that you were unhappy with your booking results, and were seeking refund or a booking in a higher rated hotel in the area. We regret any concern this [redacted] have caused.
Per our telephone conversation on July 23, 2015, we have cancelled your reservation with the Quality Inn Hammond, LA, and processed your refund in the amount of $312.82. We sent an email confirming this to your [redacted]@gmail.com account.
We regret the inconvenience this situation [redacted] have caused and we appreciate that you took time to express your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect.
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 Consumer Rebuttal /* (2000, 7, 2015/07/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a refund from Hotwire.

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27, 2015
[redacted]
[redacted]
[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 the Super 8 Westminster. I understand you are dissatisfied with your recent Hotwire booking and you are asking us for a refund because you felt unsafe upon checking in.
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 my findings, we processed a partial refund with the hotels permission on September 26, 2015. The refund typically takes 1-2 business days for the funds to return to your financial institution. From there, it is up to your financial institution as to when the funds will be available for use.
Allow me to assure you this is not a typical occurrence for customers booking through our site. Please accept my sincere apologies for any inconvenience this situation created along with a credit of 25 HotDollars. We applied this credit to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book Hotwire HotRate Car rentals and HotRate Hotel reservations. Your HotDollars will expire one year from the date of issue.
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 /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not ok paying for a night in a hotel I didnt stay in. You put us in an aweful situation sending us to an unsafe neighborhood at midnight and forcing us to find another room choice at midnight. Please refund me the entire amount that was charged to my credit card.
Final Business Response /* (4000, 9, 2015/11/16) */
November 16, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Super 8 Westminster. I regret you remain dissatisfied with the handling of your situation.
I understand you are requesting to receive a full refund of the hotel reservation you did not use because of safety issues.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter, we recommend contacting Hotwire Customer Care for further review. Because contact was not made to us during your stay, please understand our options are very limited.
After our further investigation, I contacted the hotel and talked to [redacted]. He authorized us to refund the 1st night of your reservation in the amount of $96.43. As previously stated, 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
Final Consumer Response /* (2000, 11, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Complaint[redacted]
I am rejecting this response because: >As previously stated by our Research Team, the extra charges you indicated were for the following services: >- Toll Pass Drive >- Extensions >- Taxes and fees related to the above services or features.  I am responsible for the Toll pass and taxes, but not the extensions, that why I askedfor refund $54.88 not the whole $81.25.As mentioned many many times in my communications, I picked up and returned the rental car per the Hotwire itinerary [redacted], there is no extension on my part. It isHotwire mistake on calculating the rental days, do not blame the Alamo or the customeron your mistakes. I am attaching the hotwire itinerary and my Alamo receipt for third timesto show no extension on my part. Alamo charged me extension because Hotwire miscalculatedthe rental days. How hard it is to see from the 2 attachment to see I did not extended myrental but simply see Hotwire was miscalculated. Again, at the purchase time, I am no idea whois my rental provider, I provided the pick up and return date and time to Hotwire. The rentaldays and rental car company are selected by Hotwire. I should not pay for the extension afterI picked up and returned the rental per Hotwire itinerary.Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/24) */
August 24, 2015
[redacted]
[redacted] Circle
[redacted], ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns, as sent through...

the Revdex.com, regarding your hotel reservation with the Days Inn Marianna FL for August 21, 2015. We understand that you are requesting a full refund due to the star rating, the percent off, and the crossed-out rate. We regret any frustration this [redacted] have caused.
We acknowledge that there are many travel websites out there, and that not all of them agree with the star rating for this property. However, there is no standardized star-rating system nationally or internationally. As such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stay. We checked a few other travel websites, and see that Expedia has this hotel as a 3 star, Tripadvisor and Hotels.com have it listed as a 2.5 star, and Orbitz lists the hotel as a 2 star. We are confident that our star rating for the Days Inn Marianna FL is correct.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Please allow us to clarify how the savings promoted on our site is determined. We strive for clarity on our site. To ensure this we provide the following disclosure at the bottom of our site:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
We are confident that Hotwire has the lowest rates available, backed by our Low Price Guarantee. If, within 24 hours of booking, you find a lower rate for an identical booking, we'll pay you the difference between the rates. As the rate must be available to the public, rates that are only available to members of certain groups (such as AARP, AAA, group rates, corporate rates, and convention rates) are not eligible for the Guarantee.
Based upon the above information, we will not be honoring your request for a full refund. We 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, 9, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that one look at the pictures submitted for this report that Hotwire would reconsider. The floor was so dirty that my 1 year olds feet were black from walking on the carpet. This is unacceptable even for a 1 star let alone a "3" star. Did Hotwire even look at the pictures? We were told that if the room was not to our standard that we could find a resolution yet we keep getting told NO. I think our next move will be to notify the media in Marianna Florida to let them know if the conditions of the rooms, and extremely unfriendly staff. I hope that Hotwire decides to stop being stubborn, relate their hotel and refund us money for a horrible MOTEL experience.
Final Business Response /* (4000, 11, 2015/08/28) */
August 28, 2015
[redacted]
[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 Revdex.com, regarding your booking with Days Inn Marianna FL on August 21, 2015. We understand that you were unhappy with the quality of your room, and believe the star rating for the hotel was too high. You are seeking a refund for this reservation. We regret any inconvenience this situation [redacted] have caused.
Hotwire stands behind the star rating for this property. As explained in our email correspondence on August 20, 2015 and August 21, 2015 Hotwire bases the rating on the Expedia rating and considers customer reviews when rating our partner's properties. Previous guests rated the condition of hotel and room cleanliness at 3.5, and the quality of service at 3.0.
Hotwire does work with every partner to ensure a clean room in working order for all our guests. You contacted to Hotwire on August 22, 2015 to state you were unhappy with the quality of your room. Hotwire reached out to the Days Inn Marianna FL who advised us they had alternate rooms available, as well as a housekeeping staff available to address any needs, however you had not contacted them to make your concerns known. Hotwire advised you to contact the front desk staff and allow the opportunity to address your issues. We invited you to contact us again if the hotel did not accommodate you. Hotwire was not called or emailed again during your stay.
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. For this reason, reservations are booked as non-refundable and non-changeable.
As previously stated we will not be offering a refund in this situation as we have called the hotel and verified that room was used as booked.

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 /* (4200, 13, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire claims that we did not contact Hotwire after or during the stay. We have attempted to contact Hotwire several times. Most recently I called on Friday and was told that someone would call me back to try to resolve this, they verified my call back number and NOONE CALLED!! I feel that Hotwire is trying to avoid the situation by putting the blame on us. I will continue to contact our local media outlets and I will continue to put negative comments on social media. I will not just go away. We did not contact days inn because there was no way that we would stay there for the 2nd night. I can't imagine that any of their rooms were up to 2 1/2 star standard.

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

Complaint: [redacted]I am rejecting this response because:
 
Your  rate with the hotel I stayed at is not what was offered to me on ur website. Your rate with them is $52 and I have a copy of the sheet that shows their rates with you. You charged me $57 and your rate with them is $52. If you research my check in and the time you released my payment to them, you will see that I am telling the truth. Supposedly your record conversations, well use that conversation for quality control as ur overcharging customers to make more money. I will await further research on your part.Sincerely[redacted]

[redacted] 13, 2016
[redacted] 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your Hot...

Rate® hotel booking with [redacted] America – Indianapolis – [redacted]. I understand you are dissatisfied with your recent Hotwire booking, as you were under the impression that the property is already blocked in your account and you will no longer receive it. As such, you are requesting a refund.
We at Hotwire, take pride in being able to provide the lowest guaranteed rates for our Hot Rate hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings may not always meet the needs of every traveler. Once the booking is completed, we immediately confirm the reservation and reveal the hotel's complete details, including its name and exact location. The details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this kind of reservation.
Upon review of your account, I confirm that you were previously given an exception for rebooking but I cannot confirm any notes indicating that [redacted] America was blocked in your account as this feature is no longer available in our system.
On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use.
Based on the information above and as we have confirmed with the hotel that the reservation was fully utilized, 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 RelationsHotwire Corporate Office

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

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

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

Complaint: [redacted]I am rejecting this response because: I absolutely did not stay at this hotel.  I contacted you before my stay was scheduled to try to make it better but I was very clear that I was not going anywhere near this property and I meant it.  And it is not only because of the location.  It is because of the PAGES of reviews that I was able to see after you assigned me this "2.5 star property" that state it is full of roaches, bed bugs, filthy, and does not deserve even half a star.  That is my issue with this situation.  FALSE ADVERTISING which make your company seem very dishonest and like a scam.  Which is very unfortunate when I have had many other positive experiences. If they said that my room was used, then they are lying as much as your star rating is.Sincerely,[redacted]

Complaint: 1[redacted]I am rejecting this response because:
This is a company licensed to operate as an [redacted] company as a sub of expedia.
They accept [redacted] funds using [redacted] banks and pay [redacted] taxes.
the whole point of the complaint is the terrible customer service provided by third party untrained low wage employees in another country.
If you take [redacted] funds using [redacted] banks and operate in [redacted] but only communicate with customers by this sub standard way then we will go up the chain of command and complain to whoever is next. The banking institution regulatory agencies or the commerce departments or whoever.
we will endeaver to pursevere
[redacted]
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, 2015/12/23) */
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

June 8, 2017   Revdex.com Hotwire  - Revdex.com serving the San Francisco Bay Area and Northern Coastal California Complaint Department   Re: Expedia Case #:   Dear Revdex.com,   Thank you for taking the time to contact Hotwire.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Hotwire.com. is responding to the consumer complaint from Mr. [redacted] Wang (Revdex.com case number [redacted] regarding a refund request for package itinerary # [redacted].  Our records show this matter was previously resolved when two refunds were processed.  On October 7, 2015 a refund in the amount of $1406.52 was processed back to Mast Card account ending in [redacted] and on August 11, 2016 a refund in the amount of $304.00 was processed back to Master Card ending in [redacted]    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 Corporate Customer Service

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