Hotwire

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, 10, 2015/10/25) */
October 25, 2015
[redacted] Ave.
[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 Crowne Plaza Indianapolis in Indiana. I understand you were dissatisfied with your recent booking as the charges differ from the amount quoted by our Hotwire representative. As such, you requested a refund in the amount of $20.00.

Allow me to assure you our agents are trained to ensure they are accurately recapping details before completing a reservation. If in case customers encounter information mismatch on the details provided after completing the reservation, we will take it under investigation. It is of much regret if there was any miscommunication with Hotwire Customer Care while booking your hotel reservation.
After reviewing your account, I confirmed that Hotwire offered 20 Hotdollar credits to use on your future travels. However, this offer was declined. At this time, I am able to honor your refund request of the difference in the amount billed. Typically, manual refunds take 7-10 business days. However, we are working with our finance team to get this issued as fast as we can.
I can assure you this experience is not typical of what our customers can expect when booking with Hotwire. 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 /* (3000, 12, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will I also be compensated for the mistake, aggravatiion and time this took to resolve because of the error made by your customer service with a coupon in addition to the refund for future travel?
Final Business Response /* (4000, 14, 2015/11/16) */
November 16, 2015
[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 hotel reservation with Best Western Plus Station House Inn. I understand that you are requesting additional compensation for the time you spent dealing with our agent's error.
As previously mentioned, this experience is not typical and we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end.
After further review, I decided to provide additional 20 HotDollars under your account [redacted]@gmail.com. You can use this credit on your future Hotwire booking specifically for Hot Rate(r) Hotels and Hot Rate(r) Cars.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 16, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Despite the aggravation, the issue was resolved. Thank you.

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]

March 4, 2017
 
[redacted] NY [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 Hertz.
 
Thank you for allowing us more time to look into this matter. After confirming your case with Hertz, we processed your full refund in the amount of $68.39. Please be reminded that a refund normally takes one to two business days and is up to your financial institution as to when the funds will be available for use.
 
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

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

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

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

(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]

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

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, 2015/09/03) */
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

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, 2015/05/27) */
[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.

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

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

Initial Business Response /* (1000, 5, 2015/08/01) */
August 1, 2015
[redacted]
[redacted] Dr.
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX

Dear Mr. [redacted]
Thank you for the opportunity to address your concerns sent through the Revdex.com,...

regarding your recent booking with Hotwire. You state in your correspondence that the hotel cannot find your booking. We regret any frustration this situation [redacted] have caused.
The information you have provided in your letter to Better Business failed to access a Hotwire account, Please provide us with the email address you used to make this booking, the name of the hotel, the dates booked, the Itinerary number (if you have it), or the phone number you listed on the hotwire account, to assist me in accessing your Hotwire account.
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 /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried several times to talk with them on the phone.They either hang up or put me on hold & forget about me. This company doesn't want to work with me on giving me a full refund. I am done dealing with them. I just want my money back.
Final Business Response /* (4000, 9, 2015/08/06) */
August 6, 2015
[redacted]


[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel booking at the Econo Lodge Inn & Suites Middletown. Specifically, you are stating that the hotel did not have your reservation when you arrived. As such, you are requesting Hotwire provide you with a full refund totaling $70.97. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Due to your concerns regarding the state of your booking we have reached out to the Econo Lodge Inn & Suites Middletown and have confirmed that during the dates of your stay the hotel was unable to locate your reservation. In the future if you have any concern regarding a Hotwire reservation please call our 24 hour customer care team at 866-HOTWIRE (XXX XXX-XXXX) so that we can address your concerns immediately.
Based on the information above we have provided you with a full refund of $70.97 as well as applying 25 Hot Dollars to your account. These Hot Dollars can be used for any Hot Rate Hotel or Hot Rate Car reservation and expire on August 5, 2016. 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
Final Consumer Response /* (2000, 11, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23, 2015
[redacted]
[redacted]
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 Wyndham Garden Dallas North. 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 "North Dallas - Addison, Texas." We assure you the Wyndham Garden Dallas North is located within the green shaded map defining the North Dallas - Addison, Texas area, and the hotel booked was 6.1 (shortest route found on Google Maps) miles from the address you provided as a starting point.
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. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.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, 2015/09/16) */
September 16, 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 Revdex.com regarding your booking at the Crowne Plaza Hotel Minneapolis- Northstar for check-in September 10, and check-out September 11, 2015. We understand that you wanted a hotel with free parking but this hotel does charge for parking; as such you are requesting a full refund. We regret any inconvenience this [redacted] have caused.
Hotwire does guarantee the lowest rates on hotels (see our Low Price Guarantee). However, fees such as parking are not included in the room rate, as they are only paid for by those who choose to park at the hotel. These charges are collected directly by the hotel (not Hotwire) regardless of being booked with a third party or through the hotel itself. If paying for parking is a concern, we recommend using the filter for the free parking amenity, or using our standard Rates that allow you to choose a specific hotel.
In exchange for guaranteeing our partners the reservations we book will be used as originally sold, they offer Hotwire deeply discounted rates. 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.
Based on the information above, we will not be honoring your request for a refund. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

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]

Complaint: [redacted]I am rejecting this response because:
Again, you sell this service based on stars; so you can't say stars don't count. Sorry. ... Last chance, and then I'm moving on. You can keep your $50 Hot bucks, whatever those are. I want a refund, or I'll see you in small-claims court. ... 
Sincerely,Br[redacted]