Hotwire

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

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]

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]

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, 2015/12/14) */
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.

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

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

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

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]

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

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

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, 2015/07/08) */
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, 2015/11/16) */
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.

April 5, 2016[redacted]In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]Dear [redacted],Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate(r) hotel reservation with Sawgrass...

Inn & Conference Center. I regret you were unable to use your reservation because of a death in the family. As such, you requested a refund.Our Hot Rate(r) reservations are booked as non-refundable and non-changeable in order to obtain deeply discounted rates from our partners. Nevertheless, we do understand some events are beyond the customer's control and allow refunds under extenuating circumstances but we do require specific documentation.In these situations, we require documentation supporting the claim of a family member's death preventing travel. According to our records, we have not received any documentation. In order for us to review your situation further, we must receive the proper documentation. We need either a dated obituary that lists the surviving family members along with a document that can confirm the relationship of the guest to the deceased, or a certified copy of the death certificate. Please send the requested documents to [redacted]. Once we receive the necessary documentation, it will take 7-10 business days to review for a possible refund. You will be notified via email regarding the outcome of our review. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

November 11, 2017   [redacted]                                     In response to Revdex.com Complaint ID [redacted]   Dear [redacted],   I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Alamo. I regret you remain dissatisfied with the information we provided.   Upon further review, we learned that the charges are valid. Please be advised that your pick up and drop off date was modified. You booked the reservation to be picked up on October 7, 2017 at 11:30 PM, however, based from the receipt. You picked up the car at 12:40 PM on October 7, 2017 which is 10 hours and 50 minutes early. In addition, you dropped off the car 17 minutes late than your indicated drop-off time which is 6:00 PM.   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

Re: Case Number [redacted], Hotwire Itinerary Number [redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your regarding your car reservation with Thrifty.
As previously mentioned, the booking was made under Alan Witherow as Primary Driver. Yes you made the reservation and paid for the booking but the Primary Driver that you entered is Alan Witherow. He was registered as the primary driver and not as additional driver. Additional driver can only be done at the counter during your pick up. Hotwire has no access/option to add the additional driver’s name on the booking. We cannot change any information that was entered by the customer on the booking path.
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

Complaint: [redacted]I am rejecting this response because: I think that you are not understanding what exactly happened. I made my reservation with a credit card( I also had a debit card if needed) and NO WHERE on the website did it state ANYTHING about needing a return flight to rent through the airport location. This is something that NEEDS to be stated cause everyone DOES NOT rent cars just because they are flying in and out of the airport. I do understand that you guys do not have nothing to do with rental policies but this is something that you guys should do your research on and make sure this is posted or DO NOT use these companies in hot rates cause it is not fair to the customer. Especially in my situation where I get there and I am blind sided and sit in the rental company for 2 plus hrs on the phone with people with Hotwire that do not know your policy cause your calls are sent to a totally different location. They were unhelpful and very rude might I add. I lost 2 plus hrs in travel time due to this. In which it was not my fault but the fault of Hotwire. Also I made my second reservation through Priceline the exact same way and I walked in National rental andout and had my minivan in less than 5 mins. Thank god I had additional funds to be able to rent another vehicle. Due to Hotwire holding my original rental money for 3 to 5 business days. This also put a burden on my trip as this was money that took away from the enjoyment of our trip. 
I am also a bit upset and frustrated that I asked for a supervisor to call me back I NEVER got one call back. This is the only response I have gotten and it was to go through the Revdex.com. This is horrible customer service. Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/07/21) */
July 21, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time...

to contact Expedia, Inc. 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. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a refund request. We understand Mr. [redacted] is (Insert Recap of Customer Complaint/Concerns). On July 21, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate the customer has been accessing Hotwire.com to self-book online flights. The customer is reporting he thought the prices quoted were in Canadian dollars, Hotwire has several disclaimers throughout the booking process that state "Rates are quoted in US dollars". There is a currency converter on the site that allows the customer to check what the US Dollar rate would equate to in another currency, but Hotwire sells travel in US Dollars. We are sorry the customer did not see or read the information provided, however as the information is readily available, we are unable to offer any refund for the flights the customer has booked.
Hotwire.com acts only as an independent third-party intermediary agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. As pricing is charged in US Dollars and presented as such, and the price is agreed to by the customers using our sites., before finalizing their purchase, no refunds will be available for his itineraries.
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 /* (3000, 10, 2015/07/22) */
No I am not satisfied with the response. The information was not readily available and advertising misleading.
Final Business Response /* (4000, 12, 2015/08/02) */
August 2, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted]. We regret to hear that the customer did not accept our response and/or resolution offered.
We have further researched M. [redacted] complaint (Revdex.com case number XXXXXXXX) regarding charges for a flight, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr. [redacted]'s request of a refund.
In the Hotwire.CA booking path, before the customer enters their credit card information and accepts the booking, a Trip Summary is provided with the details and flight price. Directly under the full price in the Trip Summary is the statement; "Rates are quoted in US dollars". While Expedia regrets the customer did not read this information, it is provided for review before finalizing the booking.
We apologize to the customer for the inconvenience this situation has caused. Thank you for allowing us to address this matter further.
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 - Customer Service
Expedia, Inc.

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