Hotwire

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ September 21, [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 reservation at the Calypso Hotel CancunSpecifically, you are stating that you disagree with the hotel star rating; as such you are requesting that we provide you with a full refund totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns There is no standardized national or international star-rating systemAs such, we start with Expedia's star-rating and then adjust the rating based upon reviews provided by Hotwire customers after they have completed their stayBoth Expedia and Hotwire have determined that this property is a star hotelWe are confident that our star rating is correct for the Calypso Hotel Cancun 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 ratesDue 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 the above information we will not be providing you with a refund for this hotel reservationWe 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The details regarding this particular hotel are wrong, and frankly, unacceptableI booked this hotel expecting a more updated, clean accommodationYour listing stated that the hotel has internet - however, what you neglected to mention is that this is only in the lobby and not in the roomsI won't even be able to communicate with friends and family in the US because of the lack of amenities that come with those alleged "star" hotelI refuse to accept this as a response to my issues with this hotel

Initial Business Response /* (1000, 5, 2015/08/16) */
August 16,
*** ***
X-XXXX ***
Re: Revdex.com Case #: XXXXXXXX
Itinerary # Number: XXXXXXXXXX
Dear *** ***,
Thank you for the opportunity to address your concerns as sent
through the Revdex.com, regarding your booking at the Eurostars Dylan Hotel In New Your City for cheJuly 24, and check-out July 28, We understand that you disagree with our star-rating at this hotel as a 4-star and as a result, you will like hotwire to refund half of this reservationWe regret any inconveniences that this *** have caused you
As there is no standardize star-rating that all the travel sites follow, at Hotwire we get our rating by incorporating the Expedia star-rating and based on customer reviews the rating can be increased or decreasedExpedia rated this hotel as a 4-star hotelHotwire sends out a post stay survey to all our customers that book hotels through usWe received responses from the surveys that we sent out at this hotel and this hotel received 80% recommendation from our customers that stayed thereIt received a score of out of for room condition, cleanliness, and the hotel qualityWe have also confirmed that, most of our competitors like Hotels.com, Booking.com, Trivago, Orbitz, and Travelocity all rate this hotel as a 4-star
The information that we have collected confirms that this hotel is a 4-star hotelWe stand by our star rating and guarantee a clean and comfortable stayWe called the hotel and confirmed with the front desk that they didn't receive any complain about the room condition or anything been brokenWe also didn't receive any complaints from you during your stay at the hotel
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable
Based on the information above we are not able to honor your request for a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, the hotel staff have not been honest with youI did raise my concerns regarding the state of the room with the staff at the front desk, nothing was doneI stand by this statementRegardless of your rating system, based on my experience of staying in other star accommodation, the room offered by Hotwire was not of a star standardTypically in a star hotel, the furniture does not have stains, the fixtures in the bathroom are not broken and the television is operableIn a star hotel, the staff take customer complaints seriously and do their best to address any concernsThis did not happenOn Tripadvisor, the hotel has a star ratingThe hotel is rated #out of hotels in New York City, meaning that 73% of hotels in New York have better ratings by consumersThere are actually a number of reviews on Trip advisor from consumers frustrated with Hotwire and claiming that the hotel is NOT star! This does not seem to be a one-off complaintSelling this hotel as a star when the average rating on a peer review website such as Tripadvisor rates it as a at the highest, is misrepresentationAgain, my holiday was disrupted and negatively impacted by this misrepresentationAt the very least, an apology and a refund should be forthcomingIt is terrible business practice to treat customers this way and I will be escalating this situation should I not receive a refundThis will include posting photographs of the issues I encountered at your supposed "star" hotel on high traffic social media pages as well as directing this correspondence to your CEOI look forward to receiving my refund shortly
Final Business Response /* (4000, 9, 2015/08/26) */
August 26,
*** ***
X-XXXX ***
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Eurostars Dylan on July 24, in New York, New YorkWe understand that you believed this was not a four star hotel property, and are seeking a partial refund for this reservationOur goal is to exceed your expectations and we regret we did not do so on this occasion
As previously explained Hotwire does stand behind the star rating for this propertyI have verified on Tripadvisor.com, as well as Hotwire.com and Expedia.com that most customers have left positive reviews, and overwhelmingly recommend itMost agree with the four star customer reviews currently posted on all three of these websites
Hotwire appreciates your feedback regarding your recent experienceWe expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working orderAs this hotel stay is complete, our options to work with the hotel to resolve this situation are limited
For future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at 1-866-HOTWIRE (XXX-XXXX) so that we *** work with our hotel partner to resolve the issue
The hotel has verified you did check in and use the reservationAs explained at the time of booking, and agreed to in our Terms of Use, all Hot Rate (r) reservations are booked as non-changeable and non-refundable
Hotwire will not be refunding any portion of this reservation
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/11/22) */
November,XX XXXX
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent
through the Revdex.com, regarding your car reservation under AlamoYour dissatisfaction stems from being denied the ability to rent the car at the counterI understand that you used a debit card as a form of deposit and because of this the car rental agency also required you to have a flight ticket
When booking a car rental on our Web site, our customers have the option to select whether they are using a credit card or debit card for depositIf customers select they are using a debit card, they then have the ability to select whether they are a local renter or if they are travelling with proof of a round trip ticketOur Web site then filters the search results based on the criteria enteredIf any of these steps are not taken, customers *** receive a rental agency that does not accept their deposit type
If a customer is denied service upon arriving to the agency for not meeting the requirements for deposit, we are able to make an exception for a refund if it is a first time occurrenceIn order to honor a refund we must verify the denial of service with the rental agency
In reviewing your situation further, I reached out to Alamo directlyI confirmed with *** that you did not use this reservationWhile our Hot Rate reservations are typically final, I am willing to honor an exception for a full refund based on the information acquired from our rental partnerThe refund typically takes 1-business days for the funds to return to your financial institutionFrom there, 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 car rental experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
EMAIL FROM CONSUMER:
From: *** *** (mailto:***@gmail.com)
Sent: Tuesday, November 24, XXXX X:XX AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
Good Morning,
I received a refund from Hotwire for the amount I prepaid for the rental car
Thanks for your help,
***

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16,
*** ***
*** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concerns, as sent through the RevDex.com, regarding your hotel reservation with the Colonial Motel and Spa for June 26, We understand that you are requesting a refund due to the conditions of the roomWe regret any frustration this *** have caused
At Hotwire, we expect our customers will have a clean and safe stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further reviewBecause contact was not made to us until after the reservation was used in full, please understand our options are limited
In this situation, we have applied $HotDollars to your accountHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and Hot Rate hotel reservationsYour HotDollars are valid for up to one year, expiring on July 15,
Based upon the previous information, we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A $credit from a company that put my health at risk in unacceptableI am grateful that social media is available to let others know what they *** be getting into as they consider using your serviceThe hotel too will be added to my reviews and ratings
Final Business Response /* (4000, 9, 2015/07/26) */
July 26,
*** ***
*** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***,
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with the Colonial Motel and Spa in Brattleboro, VermontWe understand you were unhappy with your stay at the Colonial Motel and SpaWe regret any discomfort this *** have caused
Our hotel partners will do their best to make your stay as comfortable as possibleIf there is an issue on arrival, we ask that you call us immediately, so we can work with the hotel to meet your needsOur records show your first contact was on June 25, 2015, when you booked the reservation with an agentYour next contact regarding this specific hotel was after the reservation was used, seeking a refund as you had not enjoyed your stay
We regret that you were unhappy with your booking; however our options to assist you were limited by the fact that it was after the reservation date was passed *** you contacted Hotwire with regard to the condition of the roomThough we were not given the opportunity to assist you during the time of the reservation, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations
Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us of your concernsWe appreciate your business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their denial of responsibility for two reasonsFirst, they stated that we should have contacted Hotwire " immediately" upon discovering the rooms that we were shown were unacceptableWhere does your policy statement say that? Is it anywhere near the multiple statements that say "all sales are final"? Who in their right mind wants to spend their vacation holding for a customer service rep in the
Philippines who would not have the authority or language skills to help the situationThis statement is from experienceSecond, the statement that we did not "enjoy our stay at the hotel" is in errorWe did not stay at the hotelLess that hour after we arrived, we checked outThat hardly qualifies as a "stay"
I will never again use this service as there are more "user friendly" companies to do business withI will continue to use social media to spread the word! By the way, if you get on hotwires email list, good luck unsubscribingIt's next to impossible

Initial Business Response /* (1000, 5, 2015/08/22) */
August 22,
*** ***
*** *** Apr ***
*** *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with Radisson Hotel & Conference Center Green Bay on August 5, in Green Bay, WisconsinWe understand that you intended to book the trip for different datesYou are seeking refund of this reservationWe regret any inconvenience caused by this situation
We always strive to handle technical solutions quickly and with minimal impact to our customersWe have attempted to recreate the error, and have been unable to duplicate this type of errorPrior to completing your booking, the website asks that you review your reservation, confirming the dates of stay, the location is with the mapped area selected and the rates as well as taxes and fees associated with the bookingThe Terms of Use are provided at this timeYou are asked to confirm you have read and understand this in order to complete the bookingA review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred
Hotwire has agreed to make an exception in this case for your situationIf you contact Hotwire Customer Care, we will be happy to complete a booking for the correct dates and once that has been confirmed we will refund the reservation with the incorrect datesPlease feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) for assistance with your booking
Without the new booking, Hotwire will not be refunding this reservation
We appreciate your business and look forward to assisting you with your future travels
Sincerely,
***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, there are no more hotels in the area and my mother already used a competitors to complete another booking for the correct dates
I did confirm my dates on the website prior to pushing "book" and the website booked me a hotel for THAT DAY with a chein the pastHow could this not be a glitchYour website says that there is never a need to contact the hotel, which is why I never called the Radisson
Again, ALL I'M ASKING FOR IS A REFUND at this timeThere are other people who have posted the same problem happened to them on your Facebook pageI will call the 1-number when I can be guaranteed a refund and not a minute call re-explaining what happened and being told that there is nothing they can do
Final Business Response /* (4000, 9, 2015/08/27) */
August 27,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Radisson Hotel & Conference Center Green Bay on August 5, in Green Bay, WisconsinWe understand that you booked the incorrect dates for this stayYou are seeking to cancel this reservation for a refundWe regret any frustration this situation *** have caused
We have reviewed your account and can confirm that the reservation was booked using the mobile app, on the payment page, we do provide and trip summary to recap the booking, including the mapped area, dates, and chargesThat is the way our customers have a chance to verify all the detailsIf any of the details are incorrect, then you have the option to not continue and go back and correct any issue
In order to complete the booking, you selected a box stating you read, understood and accepted those conditionsIt is also explained prior to completing your transaction and on the email confirmation sent at the time of booking that:
All bookings are finalNo refunds, changes or transfers
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred
In consideration of the above information, we are not able to honor your request for a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
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.)
I did not use the mobile app to book my reservation - I was on a desktop computer
All I'm requesting is a refundThere was no way for me to check in to the hotel given the reservation gave me a check in date IN THE PAST
I understand that these deals are great but clearly there was a glitch and the fact that Hotwire doesn't even know how I booked the reservation shows that the company didn't even research my claim - after almost a month of time to do so
As I've said, the reason I'd like a refund is that there are no more hotels in Green Bay during the dates and since I was told it would be at least days before I would hear back from Hotwire, I went with another website to book my hotelI do not think this is unreasonable
Please, all I request is a refund and this issue will be resolved

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15,
*** ***
*** *** Avenue **
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com,
regarding your wish to be unsubscribed from our marketing emailsWe understand that you no longer wish to receive marketing emails from Hotwire, and have had difficulty unsubscribingWe regret any frustration or inconvenience this *** have caused
We are able to confirm that the email addresses ***@aicpa.org and ***@yahoo.com have been removed from the subscriber email list per your request on July 15,
Please feel free to log into your account to verify the radial button does not have a check mark in itIf it does or if you continue to receive emails from us please call customer service at 1-866-HOTWIRE (XXX-XXXX) so they can file a request to further look into this issue
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This has NOT been resolvedI received an email from Hotwire at 10:29am this morningFor six weeks I have been trying to the unsubscribe from Hotwire emails an almost a daily basisNo resultsOn Sunday I received the EXACT same email three times in less than an hourAnd now thisUNACCEPTABLENote: my first Revdex.com complaint was submitted 7/2/not 7/15/per Hotwire's customer service responseRESOLVE THIS NOW
Final Business Response /* (4000, 9, 2015/07/28) */
July 28,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Dear Ms***,
Thank you for the additional opportunity to address your concern as sent through the Revdex.com, regarding your wish to be unsubscribed from our marketing emailsWe understand that you no longer wish to receive marketing emails from Hotwire, and have had difficulty unsubscribingWe regret any frustration or inconvenience this *** have caused
We are able to confirm that the email addresses ***@aicpa.org and ***@yahoo.com have been removed from the subscriber email list per your request on July 15, We went back over our records and today have confirmed that you are no longer subscribed with us
Please feel free to log into your account to verify the radial button does not have a check mark in itIf it does or if you continue to receive emails from us please call customer service at 1-866-HOTWIRE (XXX-XXXX) so they can file a request to further look into this issue
We regret your Hotwire experience was anything less than exception
Best Regards,
***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (2000, 11, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

April 13, 2016*** *** *** *** *** ** ***In response to Revdex.com case number ***,
Customers email: ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservationI understand you
did not complete your stay due to dissatisfaction with the room conditionAs such, you are requesting for a partial refund
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomAs I understand this was not the case with your reservation, please accept my sincere apologiesAllow me to assure you Hotwire prioritizes the safety and cleanliness of a property as a matter of upmost importanceThis is not typical of what our customers can expect when booking with Hotwire
Because contact was not made to us before leaving the hotel property, please understand our options are limited
In review of your account, I confirmed that the first contact made to our Customer Care was on December 30, 2015, a few days after you checked outTo further verify the situation, we called the hotel and spoke with the front desk who indicated that no complaint was brought to their attention regarding the cleanliness of the room during your stayBecause contact was not made to us before leaving the hotel, please understand our options are limited
Based on the information provided above, I am unable to honor your request to refund one night on your reservation
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Complaint: ***
I am rejecting this response because:When a price is listed and it says $with a certain percentage savings and then you discover that the room isn't anywhere close to $at regular price that is deceptiveI cannot accept this response and am highly disappointed with this practiceIf Hotwire is going to engage in the manner they laid out they should refrain from publishing any price pre-sale of a hidden rate hotelI've also lodged a complaint with the Attorney General of *** and requested his office investigate the practice which is illegal at worst or unethical at bestI hope the Revdex.com will also accordingly note.
Sincerely,
*** ***

February 14,
*** *** ***
*** *** Drive
*** ***, CO ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***
Thank you for the opportunity to address your concerns as sent through the RevDex.com regarding your car reservation with Advantage Rent a CarI understand you are unhappy with the unsatisfactory treatment from the rental agencyAs such, you requested a full refund
Upon review, we applied HotDollars to your account for the experienceSince the car reservation was fully utilize, we are unable to honor your refund request
We apologize for any treatment that is anything less than exceptionalPlease understand that we do not operate our car rental partnersI highly recommend you take this up directly to the rental agency
We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,*** ***Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23,
*** ***
*** *** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dead Mr***:
Thank you for the opportunity to address your inquiry as sent through the Revdex.com,
regarding your hotel booking at the Arora Hotel Heathrow, for *** 19, We understand that you are requesting a refund, due to the hotel being overbookedWe apologize for any inconvenience this *** have caused
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold datesWe 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 involvedIn 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
We would like to apologize for the length of time it took to get this issue resolvedWe got in contact with the hotel, who confirmed that they were overbooked during your stayIn this instance we are able to issue you a full refund for this reservationA refund typically takes one to two business days to get back to your financial institutionAfter that, it is up to them as to when the funds will be available
In addition, we will be providing you $HotDollars for the inconvenienceHotDollars are equivalent to US Dollars when used to book Hotwire prepaid car rentals and hotel reservationsYour HotDollars are valid for up to one year, expiring on June 22,
We appreciate your business, 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,
*** ***
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/05) */
June 5,
*** ***
** *** Rd
*** ** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concerns as sent through the Revdex.com,
regarding your hotel reservation with the Wyndham Bay Voyage Inn in Jamestown, Rhode IslandWe understand that you are unhappy with this hotel, because you want to have two beds in each room, not one bed and a pull-out sofa bedAs such, you are requesting we move you to another hotel with two actual beds or a refundWe regret any frustration this *** have caused
Here at Hotwire we do guarantee that the room will sleep the number of guests that are bookedWe do see that you booked for eight adults for two roomsWith each room having a king or queen bed and a queen sleeper sofa, each room will be able to accommodate four guests
At Hotwire, we guarantee our partners the reservations will be used as they were originally bookedOnce a reservation is booked on our Web site, the confirmation information and our payment details are sent directly to the hotelBecause we guarantee payment and that the booking will be used as is, we are able to offer our customers great rates
As each room will be able to sleep the number of guests booked, we will not honor your request to be moved to another hotel or for a refund
Best Regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it *** concern,
I am actually happy with the hotel itself and it appears to be a very nice establishmentI am not upset with the hotel at allWhat I am upset with is that Hotwire has misled me into purchasing a hotel room in which I thought I would have two beds to sleep the amount of guests
My issue is that Hotwire has led me to believe that I would be getting beds and has example of king and queen as beds, but does not state anywhere on the website that it considers a sleeper sofa to be a bedThat is what I am upset aboutI will gladly stay at this property however I would need more rooms so that everyone has a bed as was to be the case
Hotwire *** guarentee that guests will be accomodated in the room but should list the potential that one of those accomodations *** be a pullout couch and not a bed otherwise people like myself *** be expecting a room with beds! I still believe that as a customer you misled me into purchasing one of your so called "great rates" and think that you need to put something on your site that clearly states the possibility of a couch being considered a bed and I think you need to remedy the situation in someway either by finding me another room that will accomodate all the adults in beds as your website suggests or returning my money
As a side note I was also upset with the complete lack of customer service except for one woman that stayed calm and did her best to help me after I was hung up onI am truly disappointed in the company as a whole and the way this was handledI was basically told "well you already paid, now we have your money, so too bad!"
Final Business Response /* (4000, 9, 2015/06/23) */
June 23,
*** ***
*** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to respond to your further correspondence through the Revdex.com, regarding your hotel reservation with the Wyndham Bay Voyage Inn in Jamestown, RIWe understand your dissatisfaction remains, as Hotwire did not explicitly state that the sleeping arrangements *** include sofa bedsAs such, you are requesting to change the hotel or a refundWe regret any frustration this has caused
Within the hotel industry a sleeper sofa is a bed, which is why Hotwire states bed types and sizes are not guaranteedThese types of beds are a great way for a hotel to increase occupancy of a room while remaining to code; this in turn helps them to keep rates low
In exchange for guaranteeing our partners the reservations we book will be used as originally sold, they offer Hotwire deeply discounted ratesOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable
We thank you for your feedback, however based on the information above we will not be issuing a refund or changing this reservationWe appreciate your business and look forward to assisting you with your future travels
Sincerely,
***
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If hotel industry considers a sleeper sofa a bed then it should be made known to the public consumer that it is considered soOtherwise you will have consumers like myself that consider beds to be twin, full, queen, king, or cal king which is just as you have suggested on your website by giving example of king or queenMy complaint is still that you have misled me into purchasing through Hotwire without adequately stating what you consider to be a bed type prior to my purchase
I have never stayed in a hotel or timeshare that didn't explicitly state the number of beds and then the option of a pullout sofa to fit more peopleAs I said previously Wyndham does just that & does not pass *** a sleeper sofa for a bed but states that more people can fit due to a sleeper sofa being availableAs far as I'm concerned you have misrepresented the service/product so that I would purchase by saying bedAnd to further my point an email from an Anthony told me that I would be gauarenteed bed of either king or queen but the other could not be gauarenteedSo even he gave me examples of beds

Initial Business Response /* (1000, 5, 2015/08/20) */
August 20,
*** ***
*** *** Avenue
*** *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking at Enterprise on August 6, in Louisville, KentuckyWe understand that you were unable to pick up your rental car because you are using a debit card for deposit at the agencyAs such you are seeking a full refund for this reservationWe regret any frustration this situation *** have caused
On review of your account information, Hotwire verified the car was not used as bookedYour refund has been processed in the amount of $on August 6, and was credited back to the form of payment used at the time of bookingIf you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company
During the reservation process Hotwire discloses the car rental agencies will have credit requirements for the use of the carWe recommend you contact each agency directly to confirm the amount of deposit, and any other requirements for vehicle pick up
Hotwire will not be offering any additional compensation for this reservation
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/07/19) */
July 19,
*** ***
*** *** Street Apt.**
*** ** ***
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Hilton Chicago, scheduled for the night of July 25, We understand that the reservation was booked in the wrong name, and you wish to change the name to that of your sister-in-lawWe regret any frustration this *** have caused
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeableIn addition, once a Hot Rate reservation is finalized with Hotwire, we do not have access to the hotel's reservations systems to make changesOur only option to correct a reservation booked in the wrong name is to cancel the original reservation and book a new reservation in the correct name
Our records show you contacted Hotwire on the day the reservation was booked, July 9, 2015, and were given the option as stated above, which you declinedAs such, your reservation stands currently as originally booked
We appreciate your business and hope to assist you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations

Revdex.com Case Number ***, Hotwire Itinerary ***
Dear *** ***,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your car reservation for travel dates 20-Nov-to 27-Nov-
I understand that you are asking for a refund for an amount of
$or cancel the whole reservation
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use
The first travel specialist you spoke with for the first reservation you have with us gave you an exceptionThe exception was to do a rebooking process so we can change and correct the time because you mentioned that it was booked mistakenlyIt was explained that for us to correct it is to book a new reservation which it will be another charge on your card and you will be refunded for the original reservation after it was bookedIt was clearly explained to you during that time that the rates might not be the same because rates are dynamic and changes from time to timeOn that day, the travel specialist gave you a rate which you agreedShe recapped the reservation and the Terms of Use which you agreed to all of itIt was a one-time courtesy that the travel specialist offered
Based on the information above, we are unable to honor your refund request equivalent to $as well as cancelling the reservation
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** *** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15,
*** ***
*** ** *** Ave Apt ***
*** ** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns, as sent though the RevDex.com, regarding your hotel reservation at Hotel Zalmedina checking in June 24, We understand that you do not agree with the star rating, ended up checking out a day early, and are seeking a partial refundWe apologize for any frustration this *** have caused
As there is no standardized star-rating we start with Expedia's star-rating and then adjust the rating based upon reviews from our customers after they have completed their stayWe are confident with our star ratings
Regardless of Star Rating, we do expect our hotel partners to provide a clean and safe roomIf your room does not meet these specifications and the hotel is not able to work with you, please contact our hour customer service team at 800-HOTWIRE (XXX-XXXX), so we can work with you so we can find a solution
However, due to the issues that happened, like the access to the reception center and the bed, we would be willing to offer a partial refundSince you stayed for one night, we will process a one-night refund for $A refund typically takes 1-business days to get back to your financial institutionAfter that, it is up to your financial institution as to when the funds will be available
We regret your Hotwire experience was anything less than exceptionWe look forward to your future business
Best Regards,
***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/11/11) */
November 10,
*** ***
*** *** St
*** *** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through Hotwire
and the Revdex.com, regarding your HotDollar creditI understand you are dissatisfied as you were told that you cannot use HotDollars in booking a flight
You can use HotDollars to book any Hot Rate(r) Hotel, or Hot Rate(r) Car reservation on the Hotwire site- just ensure you are logged in so your HotDollars are displayed as a payment option on the billing pageEach one is equivalent to one U.Sdollar in value and is available for one year from the date of issuanceYou will still be required to enter other billing details to cover any amount beyond your available HotDollars and any remaining HotDollars will stay in your account for future use
When your account was credited, we send an email with additional details about using HotDollarsPlease check your junk or spam folder if you did not receive this email or reply to this email with any additional questions
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This not a resolution, but stating the sameIn fact it is more restrictive than what has been communicated to meAs per the current response, the only way I can use the hot dollars is to use it for Hotwire hotratesI would prefer my cash backThis is deceptive practice
Final Business Response /* (4000, 12, 2015/12/08) */
December 03,
*** ***
*** *** St
*** *** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your car reservation with AlamoI understand you are dissatisfied with your Hot Rate(r) Car reservation as you were just refunded in the form of HotDollar credits due to an unacceptable flight schedule change
We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are non-refundable and we do not have access to a reservation to make changes once it is finalized
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredHotwire Hot Rate car rentals are held for hours after the scheduled pitimeIf an airline cancellation or schedule change prevents customers from picking up the vehicle within hours of the scheduled pitime, the reservation can be cancelled upon Hotwire's verification of the changesPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions
After further review, I extended an exemption and refunded your account to original form of payment usedWith this, we have also removed the HotDollars from your Hotwire accountWhile we issue our refunds within 1-days of processing, it is up to your financial institution's policies on when the credit will post to the account
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Complaint: ***I am rejecting this response because: this hotel is not as advertised, it is not a star hotel and you have clearly misrepresented the hotel ranking to gain bookings and cheat consumersThis seems to be a common issue with HotwireYour canned response does not make this hotel what was advertised in your "bait & switch" bookingI would have paid to upgrade to a true star hotel but it seems you'd prefer to get business by misrepresenting and hiding under the facade of no refundsI will not be staying in this hotel.Sincerely,*** ***

February 28,
*** * ***
*** *** ** *** **
Philadelphia, PA ***
In response to Revdex.com Complaint ID ***, customer e-mail address ***
Dear ***
Thank you for the opportunity to address your concerns as sent through the RevDex.com regarding your failed booking attemptI understand you are dissatisfied because of the funds held for a booking that could not confirmAs such, you are requesting a refund
At Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processedSince your attempt could not be completed, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policies
We are able to assist a customer in getting a pending hold release potentially expeditedIn order to do so, we must contact the customer’s financial institution to inform them we will not be collecting the funds held for the failed booking attemptBased on the financial institution’s policies, they may or may not honor our request to expedite the release
Based on the information above, we are unable to honor your refund request as we did not charge you for this transaction
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/21) */
June 21,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns sent through the Revdex.com,
regarding your hotel reservation at the Hyatt Regency Miami on the 24th of July We understand you would like a breakdown of the tax recovery charges and fees as well as a compensation of one night due to a flight cancelationAs such, you are requesting that we provide you with a partial refund totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Please understand that the tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.gsales and use, occupancy, room tax, excise tax, value added tax, etc...) that Hotwire pays to the hotel supplier for taxes due on the hotel's rental rate for the roomThe actual tax amounts paid by Hotwire to the hotel supplier *** vary from the tax recovery charge amounts, depending upon the rates, taxability, etcin effect at the time of the actual use of the hotel by the customerThat being stated, we retain service fees as additional compensation in servicing a customer's travel reservationService fees retained by us for our services vary based on the amount and type of hotel reservation
The information mentioned above is made available to our customers' in the Hotwire Terms of UsePrior to completing this booking, you selected a box indicating you accepted the Hotwire Terms of UseIn doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price; including the room rate displayed on the site plus tax recovery charges, service fees, and where applicable, taxes on our services
You also mention that part of your reservation was unable to be used due to a canceled flightYou brought this to our attention on the 7th of August 2014, at which point we requested you provide us with documentation verifying thisAs of today, we have not received any of the required documentationWhen you are able to locate this documentation please fax it to our research team at (XXX) XXX-XXXX
Due to the information provided above and our previous correspondence we will not providing you with a breakdown of our tax recovery charges and fees; also, any potential reimbursement would be dependent upon us receiving the proper documentationWe appreciate your business, 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,
***
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hotel was advertised by Hotwires website as $per night which I purchased with Hotwire, If I purchase with you company I expect you to breakdown with the extra charges that I paid forI called the hotel to find out the tax rate and that percentage does not add up to the extra amount I paidYour company refused to breakdown the extra charges and keeps repeating ask the hotel in which I did not pay any money to
As for the unused one night stay I sent out the original letter from delta and now almost a year later I can not have another one sent out by them so I can not prove of the flight problemsI might be able to get phone records of the day showing I was trying to get through to hotwire around midnight for over and half hour while other stranded traveler had taken all the hotel rooms and now we were forced to stay over night in the airportI have several letter from hotwire saying all sales are finale not mater what the circumstances are also I have letter saying your company are will to work with customers is there are flight problems
so with information is correct? I believe a credit for my unused service is a reasonable request since I still use your company's serviceI will even compromise with just a credit of $
*** ***
*** XXXXX
Final Business Response /* (4000, 9, 2015/07/01) */
July 1,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation at the Hyatt Regency Miami on the 24th of July We understand you would like a breakdown of the tax recovery charges and fees as well as compensation due to a flight cancelationAs such, you are requesting that we provide you with a credit totaling $We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
As previously stated, tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes that Hotwire pays to the hotel supplierWe do retain service fees as additional compensation in servicing a customer's travel reservationService fees retained by us for our services vary based on the amount and type of hotel reservation
It is understood that part of your reservation was unable to be used due to a canceled flightHowever, we have still not received any of the documentation required to validate this claimWhen you are able to locate this documentation please fax it to our research team at (XXX) XXX-XXXX along with your itinerary number
Due to our previous correspondence and the information provided above we will not providing you with a breakdown of our tax recovery charges and fees; also, any potential reimbursement would be dependent upon us receiving the proper documentationWe appreciate your business, 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,
***
Corporate Customer Relations
Hotwire Corporate office
Final Consumer Response /* (4200, 11, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will contact California attorney general in regards to Hotwire not being forth coming in the way they will take money from consumers Advertising one amount to be charged and not disclose the details of the extra amounts Hotwire had takeswhat was stated in the previous response of mine which was not addressed by you was providing prof of my phone records (showing we were stranded in Atlantic city airport) that I was not able to get through to Hotwire around midnight to see if hotwire would be able to work out new arrangement's for our paid hotel (in Miami) in Atlanta cityAgain no one would answer you customer service phoneso I problem was not able to be address and we had to stay in the airport because our valuable time need to make hotel room arrangements was lost because of the long time waiting on the phone for hotwire to answerFor being a corporate relations repit sad you did even offer an apology for this being said previously

June 17,
*** *** *** ** *** *** *** ** ***
In response to Revdex.com Complaint ID ***, customer e-mail address ***
Dear ***,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a
hotel reservationAs you indicated, you want to be refunded for your booking due to the extra charges at the property
I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo 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
Once we receive this information, we will be more than happy to research further.
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office