Hotwire

Complaint: [redacted]I am rejecting this response because:
The response has not been resolved yet. Hotwire has only asked for additional information...which we have already provided to them during several phone calls.  The Revdex.com has advised us not to post personal info - yet Hotwire is requesting it to resolve the complaint.  Below the info that Hotwire has requested:
Name of person who booked reservation:  [redacted]
Hotwire Booking Number:  [redacted]
Email Address used for the booking:  [email protected]
 
Thanks for your help.
 
[redacted]
 
Sincerely,[redacted]

April 11, 2017
[redacted], AE [redacted]
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
Dear [redacted]e,
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation with...

Hotel Nazionale Venice, IT. I understand you are dissatisfied with your booking because you feel that the hotel is not a 3 star property. As such you requested a refund.
 
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. This is why Hot Rate® hotel bookings are non-refundable.
 
Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. Please also note that Europe and the US have slightly definition of a 3 star rating property. We want our customers to understand and trust the Hotwire brand. To ensure this, as we are under the umbrella of Expedia, we use their rating system and downgrade based on customer feedback.
In addition, to better understand you concerns, I further researched the property. I read numerous reviews pertaining to the Hotel Nazionale Venice. I did not find any trend of complaints about safety issues at the property. In fact, I found the most reviews were favorable citing the hotel’s location, service, friendly staff and great value.
Regardless of star rating, customers should expect a clean room in working order, if a customer encounters a problem during stay, first work with the hotel and contact us if you need help.
 
Based on that information, we are 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, 2015/06/01) */
June 1, 2015
[redacted]
[redacted] Street
[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 reservation with the Ramada Waukegan Gurnee. We understand that you were unhappy with your booking results, chose not to use the reservation, and are now seeking a refund. You state you disagreed with the star-rating for this property, and had read negative reviews. We regret any concern this [redacted] have caused.
In regards to the star rating, as there is no standardized calculation for this, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, the Ramada Waukegan Gurnee is a 3.0 star hotel on Hotwire.
We have checked other well-known travel sites, and found the 3-star rating for this hotel to be consistent. The Ramada Waukegan Gurnee is also listed as a 3-star on the following:
Expedia.com 3-star
Tripadvisor.com 3-star
Hotels.com 3-star
Booking.com 3-star
Hoteldiscounts.com 3-star
Kayak.com 3-star
Travelocity 3-star
Hotelplanner.com 3-star
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We do guarantee a clean and comfortable stay, and if a guest has checked in to the hotel and found cleanliness or safety concerns, we will work with all parties involved to find a resolution. It was confirmed with the hotel that you did not check in to the hotel.
At Hotwire, we obtain 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. 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 light of the above, we are not able to honor your request for a full refund.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire 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

February 8, 2017
 
[redacted]
Memphis, [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 Charlotte Airport Hotel and Conference Center. I understand you are dissatisfied with your upcoming booking. You indicated in your letter that the hotel you received was not one of the hotels verbalized by the travel specialist at the time of booking. As such, you requested to change your hotel reservation.
 
Our records indicate that you booked a Hot Rate® hotel reservation. Hot Rate® reservations are bookings in which you are told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is 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, and as such Hot Rate® bookings are non-refundable.
 
At Hotwire, our customers are provided with various hotel options categorized by star rating and area(s). For our Hot Rates®, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoods. These hotels are only examples, and is not the complete offerings of Hotwire.
 
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, we did not find any error at the time of booking. The travel specialist was able to inform you that the hotel is not a guarantee and the reservation is final.
 
Based on the information above, I am unable to honor your refund request.
 
We appreciate your business and regret Hotwire experience was 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

Initial Business Response /* (1000, 5, 2015/11/16) */
November 16, 2015
[redacted] St
[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 Better...

Business Bureau, regarding your reservation with Hertz Car Rental. I understand you are dissatisfied with your recent car reservation. Upon contacting Hotwire Customer Care to cancel this reservation because of a change in your plans, you were advised booking is final. As such, you requested a refund.
We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations [redacted] be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, 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 reservation.
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
Based on the information mentioned above, I am unable to honor your request for refund.
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, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is just an excuse for them to take people's money and not take care of the customer. Because of this I [redacted] not use them anymore and I [redacted] make sure that I let everyone I can know about this. They [redacted] lose a lot more then the $240 they kept of mine. Very poor customer service.

March 31, 2017
 
[redacted] E [redacted]
 
In response to Revdex.com Complaint ID [redacted], customer e-mail address [redacted]
 
Dear [redacted],
 
I am writing in response to your additional information to Hotwire and the Revdex.com regarding a hotel reservation.
 
I attempted to location the booking you referenced. However, the new e-mail address you provided doesn’t pull up any information/reservation in our system.
 
It is best if you can provide us the 10-digit Hotwire Itinerary Number. Upon receipt, we will review further.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/08) */
July 8, 2015
[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 the Crossland Denver - Airport - Aurora. We understand that you do not feel this hotel is a 2-star property. You state that the office of the hotel was dirty, there were dead bugs in the corner, and there were men at the hotel that made your daughter and yourself nervous. As such, you did not stay at the hotel, and you are seeking a refund for the booking. We regret any concern or inconvenience this [redacted] have caused.
With regard to the star-rating for this hotel, we have checked other well-known travel sites, and found the 2-star rating for this hotel to be fair. The Crossland Denver - Airport - Aurora is also listed as a 2-star property on TripAdvisor, Kayak, Hotels.com, Orbitz, Expedia, Booking.com, Agoda, and Trivago. At this time, we remain confident our star-rating system is meeting the needs of our customer's goals.
Our partners will do their best to make your stay as comfortable as possible. If there is an issue on arrival, we ask that you call us immediately, so we can work with the hotel to meet your needs. Our records show your first contact was on June 28, 2015, asking to change your reservation. At that time you were encouraged to check in, and if there were issues with the room, that you call us so we could work with the hotel to meet your needs. Your next contact was June 29, 2015, the day of check-out, seeking a refund as you had not stayed at the hotel.
Though we regret that you were unhappy with your booking, our options to assist you are limited by the fact that it was after the reservation date was passed [redacted] you contacted Hotwire with regard to the condition of the hotel. We contacted [redacted] at the hotel, and were advised that there were no complaints registered by you with the front desk, and that Hotwire was charged for the reservation as guaranteed. Because we were not given the opportunity to assist you during the time of the reservation, please understand our options are limited. However, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. 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.
We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We strive to exceed our customers' expectations, and we regret that your Hotwire 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 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

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, 2015/12/14) */
December 14, 2015
[redacted] St.
[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 Alamo Rent a Car. I understand you are dissatisfied with your recent reservation because you did not realize you will be billed at the time of booking and of the car type you received. As such, you requested a refund.
Our records indicate that you book a Hot Rate (r) Car. Hot Rate(r). Our Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundable. The key is getting these great low prices is flexibility: The car rental company name will be shown after you complete a booking. By allowing our partners to maintain their anonymity during the booking process, Hotwire can get you deals that are significantly below published prices. In exchange, we guarantee our car rental partners that our reservations will be used as booked. For this reason, all Hot Rate (r) bookings are non-cancellable, non-transferrable, non-changeable and non-refundable.
In addition, we message in our Terms of Use, which you agreed to at the time of booking:
"This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees."
Allow me to further explain how Hot Rate(r) works, during the booking process on the search results page, we state the types, makes and models shown are examples only. We are unable to guarantee a specific types, make or model. Actual types, makes and models are subject to availability and vary by supplier.
Based on that information, I am unable to honor your refund.
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, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not accepted responsibility for their unfair and deceptive advertising practices. Simply having a "no cancellation" policy does not absolve them of responsibility for fairly and accurately representing the products that they are selling. Here, they misrepresented the quality/type of the vehicle. This is a violation of the Federal Trade Commission Act, and possibly a violation of the Consumer Financial Protection Act of 2010. They are also violating the Electronic Funds Transfer Act by failing to have a consumer dispute resolution process.
Final Business Response /* (4000, 9, 2016/01/04) */
January 4, 2016
[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 car reservation with Alamo in Boston Logan Airport. I regret you remain dissatisfied with your Hot Rate(r) car rental. Your dissatisfaction stems as you were unaware that you will be billed at the time of the booking process. As such, you are requesting a refund.
Allow me to assure you, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. On the final page of the Hot Rate(r) hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
-All bookings are final. No refunds, changes or transfers.
-Your account will be billed for the full amount when you book.
Based on the information provided above, my decision has not swayed. I am unable to honor your request for a refund.
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
Final Consumer Response /* (4200, 11, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have deliberately misread my complaint. My complaint is that your booking misrepresented the type of vehicle that would be available. Your booking stated "SUV", which is commonly understood to be a vehicle "usually equipped with four-wheel drive for on-road or off-road ability." See the Wikipedia entry for SUV: https://en.wikipedia.org/wiki/Sport_utility_vehicle
When I received the booking confirmation AFTER my credit card was charged, I saw that I would not be receiving an SUV with AWD or 4WD, and was later told by Alamo that they did not even stock such vehicles. This was the misrepresentation and the reason why I am entitled to a full refund.

June 1, 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 [redacted]. I understand you are dissatisfied with your recent hotel booking because of not receiving a hotel within your preferred distance.  As such, you requested a full refund.   Our records indicate you booked a Hot Rate® hotel. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is 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.   To better understand your concerns, I recreated your search and selected the area of your choice which was " Itasca, Illinois". Upon selecting the Hot Rate® deal, a page wherein a green shaded map area is provided. This is to give every customers an idea of where their hotel location maybe. Upon review, the hotel you received is within the green shaded map defining that area.   In addition, the distances mentioned on our Web site are derived based on straight-line measurement. While we ensured straight-line distance to be within the mileage provided at the time of booking, the driving distance from point A to point B may be farther away.   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, we are 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

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

Complaint: [redacted]I am rejecting this response because:
Because the customer service of Hotwire is responsible of this problem, when I made the phone call I should be advised what to do immediately no put in a hold for two times of 20 minutes each time. I will pursue this mater on court with my lawyer. Sincerely,[redacted]

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

Initial Business Response /* (1000, 12, 2015/11/18) */
November 18, 2015
[redacted]
[redacted] St
[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...

Hotwire and the Revdex.com, regarding your hotel reservation in Econo Lodge Inn & Suites Fairgrounds. I understand you are requesting to cancel the reservation and get a refund due to personal change of plans.
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rate(r) Hotels and Hotels. For Hotels, details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hot Rate(r) Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee. Our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundable. These restrictions enable our partners to better manage their unsold rooms.
After reviewing your reservation, I confirmed you booked a Hot Rate(r) hotel. 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. Regardless of whether or not the booking was used, we are charged and for this reason, are unable to refund this reservation especially with change of plans.
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, 14, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I was told that they could and would refund my money. They set up a room reservation in the wrong location and there should be no reason why I can not get my money back for their mistakes

Complaint: [redacted]I am rejecting this response because: to sleep in one bed with close relative is not appropriate, two bed room should have been provided at no cost. You forgot to address "free breakfast" option included in price: coffee to go is not a free breakfast, you must exclude this hotel from group which offer true free breakfast. Also, take a look at tripadvisor ratings, they are fake, read positive reviews and you will know that it is written by one person.  Sincerely,[redacted]

February 24, 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 Doubletree Metropolitan Hotel New York. I understand you are dissatisfied with your hotel booking because of being assigned in a room with one queen bed. As such, you requested a refund.   Our records indicate you booked a Hot Rate® hotel. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is 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.   At Hotwire, we guarantee all rooms booked will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability.   Upon review, I confirmed you booked the hotel reservation for 2 adults. As such, the number of bed provided was just adequate to the number of guests you indicated.   At the time of booking on our website, the following disclaimed was displayed to your screen before completing your booking:   “Rooms sleep the number of guests. Number, type and size of beds aren't guaranteed.”   Based on the information above, we are 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

Complaint: [redacted]I am rejecting this response because:
From the CONSUMER:
Sent 11/15/2017 12:08:12 PM
Read by [redacted] on 11/15/2017 5:54:41 PM
Complaint: [redacted]I am rejecting this response because:
as per the instructions of HotWire's respondent, I am providing additional information.
Name of guest: [redacted]
Email:  [redacted]
 
Sincerely,[redacted]
Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/10/07) */
October 7, 2015
Revdex.com
serving San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Expedia Case #: O-XXXXXX
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 XXXXXXXX) regarding a package reservation. We understand the customer is requesting a refund due to our Low Price Guarantee. On October 7, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on September 15, 2015, the customer self-booked a package reservation via Hotwire website, itinerary number XXXXXXXXXXX. Travel was for three travelers on Spirit Airlines from Cleveland, Ohio to Orlando, Florida, departing on November 12, 2015, and returning on November 16, 2015, 2015. Hotel reservation was at the Sheraton Vistana Villages Resort Villas, check-in on November 12, 2015, and check-out on November 16, 2015. The total amount paid for the reservation was $904.16. We can confirm the customer contacted us regarding our Low Price Guarantee on September 17, 2015.
Hotwire's Low Price Guarantee is offered to our customers in the event they are able to locate a lower rate on another qualified website within 24 hours of booking.. Additionally, our Low Price Guarantee does not apply to lower rates found on Hotwire.com after booking. The full terms and conditions of Hotwire's Low Price Guarantee can be reviewed at any time by clicking the following link: http://www.hotwire.com/en/content/low-price-guarantee?cc=us#
After further review of the customer's claim, the customer did not qualify as our website cannot be used as the comparison website. We stand by our previous decision and will not be honoring the customer's Best Price Guarantee claim.
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, 12, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have reviewed the Low Price Guarantee policy posted on the website. It is not made clear that the lower rate must be a competitor's except for one sentence within the Terms and Conditions. It is misleading to not clearly state this up front. This is not fair to the consumer. As a result, I will no longer be a customer of Hotwire and will take every opportunity to share my experience with others.