Hotwire

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, 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.

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]

Initial Business Response /* (1000, 9, 2015/10/22) */
October 22, 2015
[redacted]
[redacted] Avenue **
[redacted] 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 Better...

Business Bureau regarding your hotel reservation at Rodeway Inn Atlantic City. I understand you are dissatisfied with your recent Hot Rate hotel booking. You felt that we mislead you on the hotel quality.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. At Hotwire, we want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly.
Regardless of star rating, 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 with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review.
We have contacted Rodeway Inn Atlantic City and confirmed that you stayed and used your booking and that no complaint was raised with the hotel's management during your stay. Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on the information provided above, I am unable to honor your request to refund your reservation.
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, 13, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from the company because it is completely false. They state I stayed in the hotel for the offer but that is false I did not stay. I never checked in to the hotel and they cannot have proof that I did in any way. I was upset at first with the misleading deal that caused me to lose money in the end now I am frustrated because Hotwire is being completely dishonest. I hope to see my argument come into consideration and hope to see the company perish and crumble because they are trying to hide their schemes through lies and false advertisement.
Final Business Response /* (4000, 15, 2015/11/17) */
November 17, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary number XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Rodeway Inn Atlantic City. I regret you remain dissatisfied with the handling of your situation. As stated in your letter, you did not stay at the property and the quality fell below your expectations. As such, you requested a refund.
As previously mentioned, 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 with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review. Because contact was not made to us before leaving the hotel property, please understand our options are limited.
After further review, I confirmed that on August 29, 2015, you agreed to book a 1 star hotel. Regardless of whether or not the reservation was used, we were charged for the booking. Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you agreed, understood and accepted the Terms of use.
Based on the information above, our decision to not refund your reservation is final.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

[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

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.)

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]

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]

Complaint: [redacted]I am rejecting this response because: the $25 was curtsey credit. I sooke to a hotwire manager and they issued me my credit and gave me a curtsey credit of the $25. The case can be closed but leave my $25 credit on my account per the person I spoke withSincerely,[redacted]

November 15, 2017   [redacted]   In response to Revdex.com Complaint ID [redacted]   Dear [redacted],   Thank you for providing additional information regarding this matter. I would also like to apologize about how you feel when we had to ask for more information about your booking. We have to get all the information from the customer for security measures.   I understand you were charged more than what the travel specialist promised at the time of booking.   Upon review, we learned that we are only supposed to charge you $119.39 for the new reservation. I can assure you, the process done by our travel specialist was unintentional. She must have been confused during the process and we promise you that matter will be dealt with accordingly.   We will process a refund of $59.24 back to your account. Please be advised that refunds may take 5 to 7 business days and it is up to your financial institution as to when the funds will be available for use.   Again, we thank you for bringing this to our attention and we hope to better serve your travel needs in the future.   Sincerely,   [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/16) */
November 16, 2015
[redacted]
P.O Box XXXXXX
[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 hotel at the Sea Club Resort. I understand your dissatisfaction stems from the quality of the accommodation provided by our partner. As such, you are requesting a full refund.
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 with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. Because contact was not made to us until after the reservation dates, please understand our options are limited.
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 and clean 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. As I understand this was not the case with your reservation, please accept my sincere apologies.
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]@aol.com. HotDollars are equivalent to US Dollars when used to book Hot Rate(r) Cars rentals and Hot Rate(r) Hotels reservations. Your HotDollars will expire one year from the date of issue, November 14, 2016.
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, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want a $25 credit, I would like a full refund for what I paid for the hotel. I think you are missing the point, I did not imply that the cleanliness of the hotel was due to its location. The problem is, Hotwire is falsely promoting the hotel. The pictures are obviously enhanced to confuse unsuspecting customers. After my arrival, I was also required to make a mandatory safe deposit fee and make a refundable deposit. I specifically asked your representative if there were any other required fees other that the one I paid on the phone with her, to which she answered no. This tells me that the representative failed to provide full disclosure of the hotel requirements.
Hotwire clearly is either not knowledgeable of their product (hotel amenities and requirements) or is purposely withholding full disclosure to their customers. The Hotwire agent, convinced me that the presentation and amenities of Sea Coast Resort was similar to that of Hilton. That was blatantly false. If Hotwire wants to confidently group a set of hotels to give their customers an idea of less known hotels, then it is the responsibility of Hotwire to do adequate research on such facilities to ensure that their customers are not misled and their credibility is maintained.
I think Hotwire was unethical and irresponsible in this case when they chose to recommend a hotel that is far below the standards of what was advertised.
Final Business Response /* (4000, 9, 2015/12/01) */
December 01, 2015
[redacted]
P.O Box XXXXXX
[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 regarding your reservation at the Sea Club Resort. I regret you remain dissatisfied with your Hot Rate(r) hotel reservation, due to the quality of accommodation provided by our partner. As such, you are requesting a full refund.
At Hotwire, we strive for clarity during the booking process. After further investigation, I learned that you booked the reservation with one of our Travel Specialists. Allow me to assure you that all our Travel Specialists are trained to ensure they are recapping booking details before completing a reservation; including the deposit terms.
All bookings are final. No refunds, changes or transfers.
Your account will be billed for the full amount when you book.
After you book, the hotel's name and address will be revealed.
Hotels will require a credit card when you check in; debit cards [redacted] not be accepted.
You'll pay the hotel directly for additional charges, like room service or resort fees.
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed.
Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available.
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. Upon reviewing the call, I confirmed that you asked the Travel Specialist if there will be any other fees when you get to the hotel, which our Travel Specialist replied to and advised you in case you asked for room service or other special accommodation you directly pay it to the hotel.
As per the concern of cleanliness, 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 with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. As contact was made after the reservation dates, please understand our options are limited.
Based on the information above, I feel the 25 HotDollars is adequate compensation in regards to this issue, as you used the reservation. 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, 2015/07/23) */
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, 2015/11/16) */
November 16, 2015
[redacted] Drive
[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 Super 8 Charlotte. I understand your dissatisfaction stems from arriving at the hotel only to find out that the hotel was overbooked. We apologize for the inconvenience this has caused you.
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer.
In review of your account, I confirmed that we were able to make another booking at our expense. However, the alternate hotel booked was also oversold. I can assure you this experience is not typical of what our customers can expect when booking with Hotwire. Upon further checking, I confirmed that on October 24, 2015, we refunded your original reservation for $61.61. Additionally, on October 26, 2015, a total of $117.49 HotDollar credit was posted 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 14, 2016
[redacted]
In response to Revdex.com case number [redacted]
 
[redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your recent...

car reservation with [redacted]. I understand your dissatisfaction stems from the additional $51 charge you received from the agency as a result of the changes you have made with the reservation.
 
Our records indicate you booked a Prepaid Car. With this type of booking, Hotwire makes a reservation for you with the rental car company and estimates the charges based on published rates, taxes, and fees. Your account will be charged directly by [redacted] when the reservation is made.
 
Please understand, as changes or modifications was made at [redacted].com using the "Modify/Cancel" option, additional rental charges will be determined by them. In addition, we list in the bullet points on the billing page that any changes to the reservation may impact the rental charges.
 
In order to review any billing disputes, please send us a copy of the final receipt from [redacted] Car Rental. Kindly send it as an email attachment to [redacted]. Once received, the review process may take seven to 10 business days and we will reach out to you once done.
 
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: They wont tell me why I am "banned". Horrible customer service and I wouldn't use them any further anyways.
Sincerely,
[redacted]

July 10, 2017
 
[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 car reservation with Hertz. I understand you are dissatisfied with your recent car booking as the estimated amount of the taxes and fees indicated at the time of booking was not honored by the rental agency and charged you $6 more.
 
According to our records, you booked a Prepaid car at Hotwire. In this type of booking, Hotwire services as the third party intermediary. We only service the reservation process, the charges are determined and collected or billed directly by the rental agency, and thus, you are subject to the rules and restrictions of the rental provider.
 
This provider has requested that all servicing for this type of rental be referred to them, therefore we recommend that you visit their website at [redacted] or reach them at [redacted] for any billing concerns.
 
Again, thank you for allowing us the opportunity to address your concerns. 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, 2015/06/04) */
June 4, 2015
[redacted]
XXXXX [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 car rental reservation with Hertz that was scheduled for pick-up at the McCarran International Airport (LAS) on [redacted] 24, 2015. We understand this reservation was booked for the wrong dates, and you wished to handle this matter via email, as your vocal abilities are currently compromised. We regret any inconvenience or frustration this [redacted] have caused.
For the security of your personal information, we require these issues to be handled by phone. Upon review of your account, I see that our representative has contacted you via email on June 3, 2015, offering an exception to this policy, and requesting that you respond with your written permission to refund the reservation.
We appreciate your business, and regret that your experience with Hotwire was anything less than excellent.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/06/29) */
June 29, 2015
[redacted]

[redacted] XXXXX
RE: Revdex.com Case # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your correspondence with Hotwire and the Revdex.com...

regarding your attempt to make a reservation in the Santiago Downtown, Chile area and your concern regarding the hold time you experienced while calling our customer care team. Specifically you are asking for us to give you $143.99 for the failed booking along with additional compensation for your inconvenience. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Please understand that the credit card utilized to book this reservation was not charged. Your financial institution is holding funds for an authorization with the anticipation of Hotwire transmitting a sale which will not be processed. This authorization hold will expire after a few days as determined by your financial institution, and the funds will be incorporated back into your account's available credit.
We apologize for any hold time you experienced while reaching out to our customer care team, rest assured that hold times over thirty minutes are not common. Our records do indicate that you contacted us on June 24, 2015 at 3:03pm PST at which point you were advised that you have not been charged and that what you see on your account is an authorization hold as described above.
Based upon the preceding information we are not going to honor your request for $143.99 or any additional compensation. We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office

April 26, 2017
 
[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 Ramada Waukegan Gurnee. I understand you are dissatisfied with your hotel booking because the condition of the hotel based from the reviews and your previous experience at the hotel. As such, you are requesting a credit.
 
Our records indicate that your reservation was a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.
 
Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we use Expedia’s rating system and only downgrade based on customer feedback.
 
When booking with Hotwire, customers can expect a clean room in working order. 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 to the customer’s satisfaction, you can contact us for help.
 
Based on that information, we are unable to honor your credit request.
 
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, 2015/09/17) */
September 17, 2015
[redacted]
[redacted] Way XXXXX
[redacted]
Re: Case number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns sent through the Better Business...

Bureau, regarding your reservation at the Quality Hotel & Suites Downtown Montreal.
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and is not satisfied with the hotel's resolution, we recommend contacting Hotwire for further review.
Upon speaking with the Quality Hotel & Suites Downtown Montreal, I was able to confirm they were oversold. To rectify the situation, you were walked to the Hotel L'Express. Based on our research, this hotel is a lower star rating than the original hotel confirmed with us.
As such, you are eligible for a full refund due to the property being oversold. The refund in the amount of $179.84 has been processed. Refunds are issued within one to two business days. Please contact your financial institution with questions on how quickly the funds will be available for use.
Please accept our sincere apologies along with a credit of 25 HotDollars applied to your account under [redacted].com. HotDollars are equivalent to US Dollars when used to book Hotwire prepaid car rentals and hotel reservations. Your HotDollars are valid for up to one year, expiring on September 17, 2016.
We apologize for this inconvenience and thank you for your patience. We appreciate your business and look forward to assisting with your future travels. If you have any further questions please don't hesitate to contact our 24 hour Customer Care at 866-HOTWIRE (XXX-XXX-XXXX).
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is a fair settlement