Hotwire

Initial Business Response /* (1000, 5, 2015/05/20) */
[redacted] 19, 2015
[redacted] Box [redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns through the Better...

Business Bureau concerning your reservation with the Crowne Plaza - Anchorage MIdtown. We understand that you were charged an additional $40.00 by the hotel for your stay, and are requesting a refund of this amount. We regret any concern this [redacted] have caused.
Upon receipt of your letter, I contacted the Crowne Plaza - Anchorage Midtown to inquire about this charge. I spoke with [redacted] at the front desk, who informed me that the $40.00 was a deposit, a hold put on the funds to cover any incidentals used during your stay. As you did not avail yourself of these, the funds were released back to you at the end of your stay. Please verify this by checking your bank statements.
We appreciate your business, and look forward to assisting you with your future travel needs. 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:please review my original complaint. It is all covered in there. In summary, I am a Canadian calling from Canada to a 1-800 number that is listed on there website. I am booking hotels in Canada. At no point in either phone call was I informed that I was being charged in American currency. Why would I even have any reason to think I might be being billed in American when you consider this information? Please feel free to call me if you require any clarification at all. I am feeling so frustrated that they are completely ignoring this logic. This seems like a scam to me. There is no possible way that I am the only victim to be taken in by this. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/30) */
December 30, 2015
[redacted]
XXXXX [redacted] CT APT [redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customers email: [redacted]@yahoo.com
Dear [redacted],
Thank you for the opportunity to address your concerns as...

sent through the Revdex.com, regarding your transaction with Hotwire. I understand you were dissatisfied with your recent reservation, as you did not receive the email confirmation for your booking. As such you are requesting for a full refund in the amount of
$114.73.
I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried check the email you provided on the complaint without success. So we [redacted] locate the reservation you are referring to, please reply with the following information:
- Email address that was used on the reservation
- Telephone number that was used.
- Name on the reservation.
Once we receive this information, we will be able to search further.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
EMAIL FROM CONSUMER:
case # XXXXXXXX
The Hotwire dispute, in regards the car rental of $ 114.73, has been resolved. I received a full refund on my Wells Fargo credit card. Thanks for your support.
Sincerely.
[redacted]

Initial Business Response /* (1000, 8, 2015/12/08) */
December 8, 2015
[redacted] Ave
[redacted] CA 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 Best Western Casa Grande Inn. I understand you are dissatisfied with your recent reservation because you have not received the refund of $20.81 that was promised by our Travel Specialist. We apologize for the inconvenience this has caused you.

After reviewing your account, I confirmed that on August 18, 2015, you found a lower deal on a different travel website. Therefore, on August 26, 2015, we validated your claim and processed a refund of $20.81. We recognize that this is taking longer than usual.
Allow me to assure you that this is not typical whenever we issue a refund. Typically, refunds for LPG claims takes up to 10 business days.
As such, I confirmed with our Financial Team your refund is already issued as of December 8, 2015. Please understand that it is still up to your financial institution as to when the funds will be available for use. Along with that, please accept 50 HotDollars that I applied to your account under [redacted]@juno.com. HotDollars can be used on your future booking with Hotwire for Hot Rate (r) Hotels and Hot Rate (r) Cars and is valid for 1 year.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 10, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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] Kansas City Airport. I understand that you are dissatisfied on the amount of savings you received. As such, you requested a billing adjustment.   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 published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. To clarify, if we were to compile a list of the retail rates we found for all the 3 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention. Allow me to 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 adjustment 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, 2015/11/03) */
November 3, 2015
[redacted] St Unit *
[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 W New York. I understand you are dissatisfied with your recent hotel reservation, specifically with the 4.0 star rating of the property. Thus, you requested a refund.
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 start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly. After reviewing your account, we are confident the current 4.0-star rating of this property is an accurate reflection of its overall quality.
Per Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable.
Based on the information provided above, I am unable to honor your request to refund your reservation. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire.com does not state that the star rating of a hotel is based on their internal star rating and not a hotel star rating of a third party. They do not disclose their methodology until after you have booked the trip (which is not refundable).
There is obviously conflict of interest if the same party is evaluating a hotel star category and selling the booking while not disclosing a hotel name.
Hotwire.com should be more upfront with their hotel star rating methodology so that customers are aware what they are paying for. They could easily provide their methodology when you look at a star rating of a hotel you want to book. They DO NOT however, WHY?
My complaint is not just addressed to Hotwire.com, but more importantly to you Revdex.com. Where do you come in and suggest that hotwire.com be more upfront about their methodology and inform a customer before making a booking. You have them rated at AAA+ business...
Final Business Response /* (4000, 9, 2015/11/24) */
November 24, 2015
[redacted] St Unit *
[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 the W New York. I regret you remain dissatisfied with your Hot Rate(r) hotel. As per the additional correspondence, you do not agree with the rating of this hotel.
Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel.
To further clarify, if the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the rating. Vice versa, if a large percent of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's rating.
We remain confident the current 4.0-star rating of this property is an accurate reflection of its overall quality and offerings of this hotel. 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; 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
Final Consumer Response /* (4200, 11, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire.com simply does not state that a hotel star rating is based on thier internal methodology and not a third party star rating. There is an obvious conflict of interest if you are the same party rating and selling undisclosed hotels...
I do not see how such business practice can be A plus rated with Revdex.com. The fair thing to do is to make customers aware of what the stars mean before booking a hotal - not after.

Initial Business Response /* (1000, 6, 2015/09/14) */
September 14, 2015
[redacted]
** W [redacted] St. STE [redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear [redacted]
We are writing in response to your correspondence with Hotwire and the...

Revdex.com regarding your Hot Rate Hotel reservation at The MET Hotel Detroit - [redacted] Specifically, you state that the condition of the hotel was unacceptable due to bedbugs. As such, you are requesting that we apply a refund for the original reservation and compensate you for an alternate booking. We regret the frustration and inconvenience this [redacted] have created, and appreciate the time you took to express your concerns.
It is important to us that you are provided with a room that is both clean and safe. We have reviewed your account, this reservation, and have reached out to the hotel itself. It has been verified that there was no complaints or concerns brought to the hotels attention regarding bedbugs or anything else.
Please understand that once a Hot Rate Hotel reservation is made we advise our partners that it will be used as booked, this is one of the reasons we are able to procure such low rates. Due to this we do not allow any change, exchange, or cancelation as stated in the Terms of Use you agreed to prior to finalizing this reservation.
Based on your previous correspondence with our Customer Care team and the above information, we will not provide you with a refund for this or any other reservation associated with this Hot Rate booking. We regret if 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

March 7, 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 Napa Prince Hotel Apartments. 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 explain how our saving are derived, our crossed-out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. To further clarify, Hotwire compiles a list of the retail rates we have found for all similar 3 star hotels in the vicinity chosen for the booking dates requested.  Savings are then calculated based on the median rate found, and thus the crossed-out savings we display represents the retail rate falling at the median.
 
Let me assure you we work with our US and international partners to get the best rates on hotels. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation and that is why we back this up with our Low Price Guarantee, which means before 48 hours of your check-in date, if you do find a lower rate for an identical booking, we’ll pay you the difference between the rates.
 
Upon review, I confirmed that on March 1, 2017, we applied the difference in rates of €57.71 to your account. Your refund may take one to two business days and is up to your financial institution as to when the funds will be available for use.
 
At this time, we are unable to honor your full refund request, we remain confident our business model is meeting the needs of our company’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 appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best Regards,
[redacted]Customer Care RelationsHotwire Corporate Office

May 19, 2016
[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 Hot Rate® hotel reservation with Urban Living Suites. I understand your dissatisfaction stems from the bad reviews you read online As such, you are requesting a refund.
 
At Hotwire we take pride in being able to provide the lowest guaranteed rates for all of our products. Our target audience are flexible travelers looking for the deepest discounts. To obtain these deep discounts, we promise our partners reservations will be used as originally booked. For all Hotwire Hot Rates®, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold inventory. Regardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate reservations.
 
Regarding the condition of the room or the property, customers should expect a clean room in working order, if there is a quality concern with the hotel, 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, we recommend contacting Hotwire Customer Care for further review.
 
Upon review of your account, I confirm that our Manager left a voicemail on May 12, 2016 as she was unable to reach you at that time, advising you that we are extending an exception of a rebook and refund. This exception is only valid before your check-in date, however, no contact has been made.
 
Based on the above information, I am unable to honor your refund request.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care RelationsHotwire Corporate Office

April 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 with Hotwire as sent through the Revdex.com, regarding your Hot Rate(r) hotel reservation...

with Extended Stay America - [redacted] - [redacted]. I understand you are dissatisfied with the handling of your insurance claim through our partner [redacted] Global Assistance. As such, you are requesting to either rename the "Hotel Cancellation Protection" to avoid confusion or stop offering the service. As stated on our site, Hotel Cancellation Protection is an insurance offered by [redacted] Global Assistance. It covers reimbursement of costs if you have to cancel plans due to illness, injury, job layoff, and more. Hotel Protection does not offer coverage for change of plans due to non-emergency situations. Prior to adding the insurance on our site, [redacted] Global Assistance provides a link to their Terms of Use. This provides customers booking on our site the opportunity to review specific information regarding their policies and coverage exclusions before booking.Based on the information provided above, I feel we provided a sufficient amount of avenues of obtaining information regarding Hotel Cancellation Protection prior to booking. We do place great value on your feedback and will keep your comments on file for possible future improvements on our site.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 RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18, 2015
[redacted] Circle
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with the Doubletree Hotels Virginia Beach Hotel on August 28, 2015 in Virginia Beach, Virginia. We understand that you were seeking closer to the beach. As such you are seeking a refund for your reservation. We regret any inconvenience this situation [redacted] have caused.
As Hot Rate(r) hotels are final reservations; we strive for clarity in the booking process. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In your case, the area selected was "Virginia Beach Seaside, Virginia". I have confirmed Doubletree Hotels Virginia Beach Hotel is located within the green shaded map defining that area.
We have contacted this hotel to address your concerns. They offer shuttle service to the main beach area from 8:00 am to 10:00 pm, and the seaside area is about a 10 minute walk from the property.
At Hotwire, we obtain the deeply discounted Hot Rates in exchange for guaranteed payment to our partners, whether 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.
Based on the above we will not be providing compensation as requested.
In the future if you need a specific location, we offer hotels that display the name and address of the hotel before booking by searching on the Hotel tab on Hotwire. This type of reservation is best used by those who wish to choose a specific location.
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, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do understand the policy about the Hot Rate final reservation as I have booked it many times in the past. However, I don't accept it when misrepresenting the information. The map does not show the distances as it is not an interactive map. The label "Sea Side" is deceiving since it leads people to believe that it is within proximity of the beach. The solution about the hotel providing a bus shuttle to the beach is a proof that it is not close to the beach. It is not a good solution and very inconvenient for us to take the shuttle carrying all the bags, chairs and umbrella. I could have booked a hotel with a shuttle services and less expensive than this hotel if it is acceptable for us to go through the hassle of taking the shuttle.
Hotwire has not provided acceptable answers and all I am asking for is cancelling our reservation and refund us the charges. If they don't want to fix their misrepresentation on their web site, then it is their business to upset and lose customers.
There is enough time for the hotel and hotwire to sell this reservation to someone else who accepts the shuttle arrangement.
Final Business Response /* (4000, 9, 2015/08/27) */
August 27, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking at the Doubletree Hotels in Virginia Beach on august 28, 2015. We understand you would like to cancel this reservation as it is not on the beach. We regret any aggravation this situation [redacted] have caused.
Here on hotwire we strive to make our booking process as clear as possible. As such we do provide highlighted mapped zones that we guarantee the hotel will be within. As we do take hotel location very seriously we have reviewed this property and confirmed that this hotel is within the mapped area provided at the time of booking.
At Hotwire, we strive for clarity during the booking process. To ensure this we provide a link to a map relaying the various areas we service based on the location the customer searched. Upon selecting a Hot Rate property, we provide another map on the hotel details page specific to the area selected. In addition, information regarding location is accessible in our Help Center. A link to our Help Center is located on the top of every page on our site. In our Help Center under "searching and booking" we address such questions as " Why can't I see the name of the hotel or the street address until after I book?", " How can I find a hotel in the neighborhood where I want to stay?" and " How do I use the interactive map to help me find hotels?" Finally, In the event a customer has any inquiries prior to booking it is recommended to contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation. As such, we remain confident we provided a sufficient amount of avenues of obtaining information regarding location and our map functionality prior to booking.
On the final page of the Hot Rate hotel booking process, we provide a bulleted list of the Hotwire Terms Of Use. Prior to completing the booking, you selected a box stating you read, understood, and accepted the following:
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.
Based on the information above, our decision has not changed; we will not honor your request for a refund. 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.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire has not addressed the real issue of the complaint which is the mislabeling of the area.
Their responses keep listing their processes and procedures that I am very familiar with. They keep stating that they provide the area map however they failed to mention that the map is,not interactive and does not allow the user to understand the distances.
Misleading users by labeling the area as "Sea Side" and have the area stretches miles away from the board walk without providing distances on the map is my main issue. Hotwire has mentioned that they have 24/7 help associates but they failed to mention that their associates do not know the area because they don't live there. Also being placed on hold for a period of time before getting an associate is what most people want to avoid dealing with.
I don't appreciate how Hotwire elected to handle my complaint. I will never do business with them as they have ruined my vacation. They have definitely lost me as a customer.

Complaint: [redacted]I am rejecting this response because: I purchased my hotel through Hotwire not through the hotel. Hotwire has made refunds for exceptions before without considering the hotels policies - I know from personal experience. Hotwire is unethical. I am requesting a refund due to arrangements being made on my behalf because my father passed away. I had booked this hotel not knowing hotel arrangements were being made for my family. I've made several Hotwire purchases. This was a serious circumstance and they are acting like I was on a VACATION I was attending my Fathers funeral. Hotwire is the most inconsiderate corporation I've ever seen in my life. I will make sure to tell everyone I know about how they wouldn't make an exception for my family's loss. Sincerely,[redacted]

April 14, 2016
 
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with The Colonnade. I regret you remain dissatisfied with the previous information we provided. I understand you were unable to provide a screenshot of the error because the reservation was already completed.
 
As we previously mentioned, Hotwire bookings are typically non-refundable. For that reason, we point out details such as the total amount by currency before completing the reservation.  As indicated in your booking, you confirmed to be billed in USD. Our Terms of Use specify that the booking is final and cannot be cancelled, refunded, exchanged, transferred, or changed, which you accepted and agreed to as part of our standard policies and procedures.
 
Based on all the information we provided, our decision remain final. We are unable to honor your refund request for claimed rates differences. Without documents validating a website error occurred, I am unable to review your situation any further.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

May 9, 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 Hot Rate® hotel reservation with The [redacted]. I understand you are dissatisfied with your booking. As indicated in your letter, you feel that the star rating of the hotel is misrepresented. As such, you requested a refund.   Our records indicate that you booked 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. Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help.   Upon review, I confirmed that we provided 50 HotDollar credits for your experience.   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, 2015/10/02) */
October 2, 2015
[redacted]
[redacted] XXXXX [redacted]
In response to the Revdex.com CASE#: XXXXXXXX, Hotwire
Itinerary Number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your reservation with Wingate by Wyndham Macon, Georgia. We understand you are dissatisfied with the reservation, as you feel it was booked with the wrong dates that was a result of a Web Site error and therefore, you are requesting a full refund; equivalent to $ 132.06.
At Hotwire, we strive for clarity on our Web site. We make sure to point out booking details such as reservation dates, times, location(s) along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. Additionally, our customers can view their confirmation directly on our site utilizing the "My Account" link; located at the top of every page.
After reviewing your account, I confirmed we issued a refund on September 18, 2015 and provided 25 Hot Dollars for the experience. The refund typically takes 1-2 business days for the funds to return to your financial institution. Furthermore, it is up to your financial institution as to when the funds will be available for use.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

August 2, 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] House - Nashville. I understand you are dissatisfied with your hotel booking because of the condition of the hotel based from your previous experience last year. As such, you are requesting a refund.
 
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.
 
Based on your concerns regarding bed bug issue at this hotel, I further researched the property. I read numerous reviews and did not find a trend of reviews regarding bed bug issues at this property. In fact, I found the most recent reviews are excellent.
 
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, at this time, we are unable to honor your refund request.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/28) */
June 28, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

regarding your car rental booking with Alamo scheduled for pick-up October 23, 2015 at the Baltimore-Washington International Airport. We understand that due to a change in plans, you would like to change your reservation for pick-up on October 30, 2015. We regret any inconvenience this situation [redacted] have caused.
Hotwire services two types of car rental reservations: Hotwire Hot Rates and Hotwire Retail Rates. With Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Retail Rates can be cancelled at any time without penalty. Our Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundable. We confirmed the type of rental you booked is a Hotwire Hot Rate.
For our great low Hot Rates, we obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as booked, they are willing to offer reduced rates. Once a reservation is confirmed on the Hotwire 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 guarantee payment to the agency, and once the reservation is finalized, we do not have access to Alamo's systems to make changes to the dates.
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.
In consideration of the information above, we are not able to change your reservation as requested.
We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near future. 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, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are over 300 complaints regarding this same situation just in one small area! How can they be accredited by the Revdex.com? This is poor business. And by the way Hotwire, you think paying $30/day for a rental is a bargain? Think again. It's not. If I can't change the dates to my reservation then I will contact my attorney. I think I'll contact the ADA while I'm at it.
Final Business Response /* (4000, 9, 2015/07/15) */
July 15 , 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental booking with Alamo scheduled for pick-up October 23, 2015 at the Baltimore-Washington International Airport. We understand that due to a change in plans, you would like to change your reservation for pick-up on October 30, 2015. We regret any continued concern this [redacted] have caused.
As previously stated, per the Hotwire Terms of Use, 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 consideration of the information above, we are not able to honor your request to change the dates of your reservation.
We remain confident our business model is meeting the needs of our customers, and our company's goals. We do place great value on your feedback. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Do you really want me to file a complaint with the American Disabilities Act? Yes, I am disabled and live on disability. I do not have extra money to pay for something that I'm not getting. I will ask you one more time, to modify my reservation. Thank you.

June 10, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted]
 
Dear [redacted],
 
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservation. I understand you are...

dissatisfied with your booking as you indicated the hotel did not offer the amenities we listed at the time of booking. As such, you requested a full refund
 
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information:
 
- First and last name of the Primary guest.
- Email address used to complete the reservation.
- 10-digit Hotwire Itinerary Number or the Hotel Confirmation number
 
Once we receive this information, we will be more than happy to research further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office