Hotwire

Complaint: ***I am rejecting this response because:Sincerely,*** ***
I wish for a full refund due to location ,Unsafe drug infested
property & the room was nasty & smelled badly I reached out to the property the whole time I was there they where so rude to me because I didn't like their property & I decided to leave
because the place is just horrible I will never do business with Hotwire again they are not a honest business I am asking for a full refund it's almost like hot wire likes to manipulate and lie to their customers I wish for a full refund this I not right

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

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, 2016/01/27) */
January 27,
*** ***
*** *** Way
*** ** 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 reservation with Wyndham Garden Hotel Philadelphia AirportI understand that you are dissatisfied with the hotel, specifically with its location and the savings indicated on our web siteAs such, you requested a change to your reservation
At Hotwire, we strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s)For our HotRates (r), we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt the top of the list, we are sure to inform our customers of the "Hotels in our 3-star collection" with a list of examplesNext to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservation
Allow me to clarify how the savings provided on our site was derivedOur crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesTo further explain, if we were to compile a list of the retail rates we found for all the star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the listDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings fromI apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention
For the hotel's location, the distances mentioned on our Web site are derived based on straight-line measurementWhile we ensured straight-line distance to be within 0-miles, the driving distance from point A to point B may be farther awayAll distances are measured from a red pin on the map linked from the search results page used to indicate the location searchedThe distances displayed on our site during the booking process were calculated from this red pin
We work diligently with our partners to offer consistently low rates to our customers and we are able to bring you low rates by listing them anonymously and guaranteeing to our hotel partners that reservations will be used as booked; therefore, our HotRate(r) are non-refundable and non-changeableI can assure you that your Hotwire HotRate(r) was booked at a great savings, which is why it is backed by our Low Price Guarantee
Based on the above information, I am unable to honor your request to refund or even change your reservation
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the explanation, but this is, at best, bait and switchI will be contacting the state attorney general about your illegal practices as the median price was not what you listed for this hotel plan and simpleIt was $on every single one I sawI went to at least a half dozen sitesThe Holiday Inn met this average on each of these sitesExpect further action
Final Business Response /* (4000, 9, 2016/02/15) */
February 15,
*** ***
*** 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 hotel reservation with Wyndham Garden Hotel Philadelphia AirportI regret you remain dissatisfied with the information we providedI understand you feel you were misled on the amount of savings you would receive
Based on the information previous provided, we strive clarity on our website where information about savings are provided prior booking, whereas stated:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay dates."
If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds
At this time, we remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
With that, I remain confident we provided the lowest pre-tax rate for this property within hours of booking
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business continues to completely misunderstand the complaintI have now placed a complaint with the attorney generalI am not upset with the amount of savings, I'm upset that you blatantly lied about the hotel I bookedIt should have been the holiday Inn stadium based on average amount and star rating in that areaNot the Wyndham I ended up withThe fact you do not even take time to understand the complaint tells me all I need to know about your companyI am now demanding a refund

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

Initial Business Response /* (1000, 6, 2015/08/29) */
August 29,
*** ***
*** South *** St#XXXXX
*** *** 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 with *** at Papakea Resort on August 20, in Lahaina, HawaiiWe understand that you arrived for check in, and received a smaller room assignment than expectedYou were also asked to pay the housekeeping fee at the time of check inHotwire re-accommodated you in a different property, which was not a condo, and you did not like the locationYou are seeking a full refund for all charges for these roomsWe regret any inconvenience this situation *** have caused
At Hotwire, we do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodatedWe do guarantee that the room will sleep the number of guests bookedAs this reservation was booked for two guests, you were assigned a room that would easily accommodate two
Hotwire strives for clarity during the booking process, and to ensure this we provide the following information in our Terms of Use "You'll pay the hotel directly for additional charges, like room service or resort fees." This is something that you must agree to before a booking can be completed
We also disclose "Housekeeping isn't typical for condos, but if it's included, we'll list it." Because this was listed as an amenity and not offered, Hotwire offers the choice of keeping the reservation with a 25% credit in HotDollars as compensation or cancelling the reservation for a full refundBecause you are a frequent user of Hotwire and a member of our express program, an exception was made, and you were booked in an alternate property
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
Because you opted to keep the reservation, Hotwire applied $HotDollars to your accountDue to your Express status, an exception was made to policy, and Hotwire allowed you to book a new reservation, which was used in its entiretyBecause of the agreement we have with our suppliers, Hotwire has been charged for both reservationsHotwire will not be providing any further compensation for these reservations
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, 8, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire said: In our Terms of Use "You'll pay the hotel directly for additional charges, like room service or resort fees." This is something that you must agree to before a booking can be completed
My response: You need to work with the hotel to ensure that no misrepresentations take place on your website where you tell your customers a resort fee of $per night would be charged, and upon check-in, we are expected over $for resort and housekeeping feesYou are not delivering what was promised because your hotel supplier's corporate office decided to gouge Hotwire customersAs mentioned, your representative mentioned that this has been an ongoing with the property, in addition - I witnessed this as another family who was checking in had the same problemOr do you even care to further investigate this rather than stick with your terms and conditions?
The burden of your hotel supplier not honoring originally stated resort fees of $should not be placed on your customers
Hotwire said: Because you opted to keep the reservation, Hotwire applied $HotDollars to your accountDue to your Express status, an exception was made to policy, and Hotwire allowed you to book a new reservation, which was used in its entirety
My response: As I mentioned, while I appreciate the gesture and accommodation in being offered $credit, I even paid $more out of pocket thinking we would given a better property - (As your agent said, we should be getting the Kaanapali Beach Hotel) and when it was booked, we were given yet another horrible *** property - Kaanapali VillasThe room was a joke, decorated with cheap worn out cheap fixtures, we were placed into the oldest part of the property, facing the freeway, greeted with bugs, lizards and other creatures
As mentioned, given that this was a three day trip, and given I have already spent hours on the phone with Hotwire, we didn't want to waste any more time and roughed it out
I stand by my request given:
My loyalty to Hotwire over the years
The inconvenience of this entire experience
How you are allowing your hotel properties to increase additional fees at any time
How the alternate accommodation did not live up to its expectations
Final Business Response /* (4000, 10, 2015/09/03) */
September 3,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking with *** at Papakea Resort on August 20, in Lahaina, HawaiiI understand you are asking for a refund of the full price you paid for both reservations, due to the hotel charging a higher resort fee than the estimate shown on HotwireWe regret any inconvenience this *** have caused
At Hotwire, we strive for clarity during the booking processBefore booking this hotel, in the "Know before you go" section, we indicated "this hotel typically charges all guests a resort fee about $33"As this is a fee collected by the hotel and charged to all guests, it is not included in the Hotwire rateIn addition, on the final billing page, we present a bulleted list of Hotel Rules and RestrictionsWithin those restrictions the following statement is provided: "You'll pay the hotel directly for additional charges, like room service or resort fees."
Those rules and restrictions are part of the Hotwire Terms of Use you agreed to when finalizing your reservationAll Hot Rate bookings are final, non-refundable, non-changeable, non-cancelable and non-transferablePrior to completing your booking, you selected a box stating you read, understood and accepted the Terms of use
We remain confident our business model is meeting the needs of our customers' goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to our Web siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
After reviewing your account, we have decided not offer a refund for this reservation due to the reasons shown above and previously stated by customer careWe 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
Sincerely,
***
Customer Care Relations
Hotwire Corporate Office

November 28,
*** *** *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your car reservation with Days Inn *** *** *** *** *** *I regret you remain dissatisfied with our previous response
Upon further review, we spoke to Britney and confirmed the authorization of your refund request
As such, we have processed your full refundPlease be advised, refund takes one to two business days and it's 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,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/08) */
August 8,
*** ***
*** *** Drive
*** *** ** 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 the Grand Palms Hotel Spa & Golf ResortWe understand that you are requesting a full refund on a booking that you were unable to use as it was in the wrong locationWe regret any inconvenience this situation *** have caused
After reviewing your account I see that the original agent you spoke with did call the hotel and get authorization for a refund on July 29, While we issue our refunds within one -two days of processing, it is up to your financial institution's policies on when the credit will post to the accountPlease allow one - two billing cycles for the credit to appear on your billing statement before contacting us in regards to this refundWe are unable to expedite this process
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, 2016/01/19) */
January 19,
*** ***
** *** ***
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Itinerary number XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your Hot Rate(r) hotel reservation with Hotel Deca in WashingtonI understand you were dissatisfied with your reservation as you were booked in the wrong hotelAs such, you are requesting for refund, in the amount of $
After further investigation, I learned that on January 4, 2016, an error occurred when one of our Travel Specialists assisted you in completing the reservationOn the same day, one of our Supervisors acknowledge the error and processed the refund of $While we issue our refunds within 1-days processing, it is up to your financial institution's policies on when the credit will be available for use
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received the refund, so we're square monetarily
However, I have yet to hear an explanation as to why I had to invest a full day of my time to get this refund, including a Hotwire rep hanging up on me despite that I was entirely civilThis is all provable because Hotwire records the calls
Bearing in mind that this scrwas 100% Hotwire's makingI've been a Hotwire customer for over eight years, and never once complainedAnd this is how I'm treated? Shameful
Final Business Response /* (4000, 9, 2016/02/16) */
February 15,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX, Itinerary number XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Hotel Deca in WashingtonI understand you were dissatisfied with your recent booking because you did not receive the refund at the time of rebooking
I apologize for any treatment that was anything less than exceptional when speaking with our travel specialistI have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
For the inconvenience, please accept HotDollars I applied to your account under ***@yahoo.comHotDollars are equivalent to US Dollars that can be used in your future Hotwire booking for HotRate (r) Hotels and HotRate (r) Cars which is valid for year
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 11, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/18) */
June 18,
*** ***
*** *** Rd *** XXXXX
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns from the RevDex.com, regarding your flight with Etihad Airways from JFK to AUHWe understand that you are requesting a refund for this flight due to the schedule changes and that you didn't accept the changesWe apologize for any frustration this *** have caused
After contacting the airline, we discovered that your ticket is still available for useThe airline has full control of this ticket, so to use it you would need to contact Etihad Airways at X (XXX) XXX-XXXX, and give them the ticket number XXXXXXXXXXXXXThe airline would be able to further assist you with thisThe airline *** charge any fare difference and any exchange fee when they assist you in making the new flightIn addition you would need to complete your new flight by December 25,
Based on the above information, we will not be able to honor your request for a refund
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf you have any further questions or concerns, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)We appreciate your business and look forward to assisting with your future travel needs
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want a credit with Ethiad Airlines, who told me that I should approach the company that booked the ticket for the refundA material change in the ticket is a valid reason for a refund
As a middle ground, I will accept a non-cash credit from Hotwire in the amount of the ticket
However, I do not want an Ethiad credit nor do I intend to pay for "any fare difference" or "any change fees." Per the airline, Hotwire should be issuing a refund in this case

(The consumer indicated he/she DID NOT accept the response from the business.)Sadly, Hotwire is hiding behind it's very fine print and not making adequate changes, instead to continue misleading the consumerThen why do some Hotrate listings not even detail any "crossed out savings %?"This disputes the claim that their is a median published rate for star rating and stay datesWhy do similar star ratings not have the same "crossed out price" as others? Hotwire will state I'm saving money to the tune of a meager $a nightHotwire is thinking that I should be grateful to save $I don't accept their standard responseThe only response I'll accept is a full refund, or a full Hotwire credit**

Initial Business Response /* (1000, 5, 2015/12/03) */
December 3,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire
regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting *** V to please provide an itinerary number and the email address associated to the customer's accountThis information will enable us to appropriately address the situation and upon receipt, Hotwire will be able to assist further
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want to have the email be view to the public

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5,
*** ***
** *** Street
*** Park, *** *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Miss ***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with The Colonnade Hotel on July 24, in Boston, MassachusettsWe understand that the rooms provided were unable to accommodate your party comfortablyAs such you are asking for compensation for this reservationWe regret the frustration this situation caused
At Hotwire, we strive for clarity to assist our customers with the booking processWe clearly message on our site that all rooms booked will accommodate the number of people enteredIn this situation, we understand that the hotel could not accommodate your party without an extra charge and apologize for the inconvenienceThe hotel also extends its apologies for the miscommunication, and has authorized a 25% refund for the cost of this reservation
Hotwire will be happy to reimburse you for any additional costs associated with the additional room that was necessaryIf you would please provide the following documentation so that we *** move forward with your compensation:
- Final receipt from the hotel for any additional room charges
- A copy of this email
Please fax your documentation to us at X-XXX-XXX-XXXX as soon as possibleIf you are unable to access a fax machine, please send your documents to:
Hotwire Research Department
P.OBox XXXXXX
Portland, OR XXXXX-XXXX
For the security of your personal information, we are unable to accept email attachments for review
After we complete our review, which *** take up to business days, we will notify you of the outcome via email
Hotwire makes every attempt exceed our customers' expectations, and we regret that we did not do so in this instanceI have applied HotDollars to your account, as previously discussed, which you can use toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) HotelA separate email will be sent to you with more information about how to use your HotDollarsKeep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollarsAny remaining HotDollars will stay in your account for future usePlease note that your HotDollar credit will expire on August 3, We will be more than happy to answer any additional questions you *** have
Here at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this caseWe train our agents to be polite and not hang up on our customersWe have noted your concerns and have addressed the issues with our agent and supervisor to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsWe will do our best to make sure that this never happens again
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, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire is willing to provide a 25% refund, reimbursement of any additional costs incurred for the additional room and $Hotwire dollarsI do not believe a 25% refund is sufficient in this matter for a number of reasonsI spent hours on the phone with Hotwire trying to reconcile this situation on Friday, July when we realized what had happenedI was hung up on, transferred to people who could not help, and finally gave up after hours of trying to fix the situationSince only one bed, instead of the guaranteed two beds was provided, I believe a 50% refund and reimbursement of any additional costs incurred for the additional room is appropriateIn addition, if this is acceptable to Hotwire, I will forgo the $Hotwire dollars, which can be taken out of my accountI believe this is a reasonable resolution to this matter and I hope Hotwire agrees
Final Business Response /* (4000, 9, 2015/08/09) */
August 9,
*** ***
*** 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 Colonnade HotelWe understand that you are not satisfied with the amount of compensation providedAs such you are seeking a refund of an additional 25% of the cost of your reservationWe regret any frustration or concern this situation *** have caused
A refund to your account in the amount of $was sent to our finance department on August 5, As additional compensation HotDollars were added to your account and they are available for any Hot Rate car rental or hotel booking on the Hotwire siteWe also ask that you send in your receipts for the additional charges at the hotel, to be sent via fax to X (XXX) XXX-XXXX, so that we *** refund you additional charges from the hotelWe feel this is fair and equitable, and though we regret the inconvenience you have experienced, we are not able to honor your request to remove the HotDollars and instead refund you an additional 25% of your reservation cost
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
Final Consumer Response /* (2000, 11, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

September 12,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on September 1, 2016, Mr*** booked roundtrip flights Washington, D.Cto Buffalo, New York departing on September 2, 2016, and returning on September 5, According to Mr***, the return flight that he selected would depart after 10:00PM and before 6:00AM on September 5, 2016, but his return flight was scheduled for 5:55AMHe requested a refund for the flights due to thisWe informed him that the flights were non-refundable and non-changeable per the terms
Per our documentation, we spoke to Mr*** on September 1st and 2nd regarding this matterMr*** agreed to send a screenshot that confirms a site error occurred during booking
Mr*** stated in his complaint that his return flight was to depart after 10pm or prior to 6:00AM on September 5, We are willing to review the screen shot mentioned by Mr*** however; he was issued a 5:55AM flight, which is prior to 6:00AMPer his complaint, this is what he requested
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service

April 5, 2016*** *** *** * *** ** ***In response to Revdex.com case number ***, Hotwire Itinerary ***Dear ***,Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your Hot Rate(r) hotel booking with the Express Studios DallasI understand you are dissatisfied with the neighborhood the property resides in due to safety issuesMoreover, you are concerned with the condition of the hotel because of the negative reviews you read onlineAs such, you requested a full refundRegardless of a hotel's star rating, you should expect a clean room in working orderIf 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 for further reviewPlease understand, we are unable to discriminate against working with a property because of the neighborhood in which it residesWe allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that may arise at the propertyI can assure you we take safety and room condition concerns very seriouslyI further researched the property and read reviews on numerous sitesWhile I did find some reviews citing concerns; I found some of the reviews very favourable citing the hotel's helpful staff and remodelled conditionI also contacted the hotel and spoke to Temi who confirmed that the reservation was utilized.We obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our website, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate(r) reservations.Based on the information above, I am unable to honor your request for a full refundOur goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near futureBest regards,*** ***Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5,
*** ***
XXXX XXth *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Miss ***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with The Inn at Lithia Springs on August 1, in Lithia Springs, GeorgiaWe understand that you found reviews on other travel sites that made you apprehensive about staying at this propertyAs such you are asking for a cancellation and refund of this Hot Rate(r) hotel bookingWe regret any inconvenience this situation *** have caused
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationAllow me to further clarify how the savings provided on our site was derivedSavings are based on the median published rate we've found for all hotels in the same neighborhood, with the same star rating and for the same stay dates on leading retail travel sites in the last 24-hoursDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityI apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention
As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, The Inn at Lithia Springs is listed as a 3.0-star hotel on Hotwire
Hotwire guarantees 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) XX hours a day, seven days a week, so that we *** work to make the situation right for you
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 supplierFor this reason, reservations are booked as non-refundable and non-changeable
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, 2016/01/19) */
January 19,
*** ***
*** *** *** BlvdApt***
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX, XXXXXXXXXX and XXXXXXXXXX
Dear ***,
I am writing in response to your
inquiry to Hotwire and the Revdex.com regarding your Hot Rate(r) hotel reservations with the Nantasket Beach Resort, Omni Parker House and The Langham, BostonI understand you are dissatisfied with your reservations as the hotel did not have your reservation upon arrival and was overbookedYou were rebooked at no additional cost twice but both properties were also overbookedWhile your reservations were refunded, we were unable to provide an alternate accommodation it was already after midnightAs such, you are requesting full reimbursement of the alternate accommodation you have made in the amount of $530.54, which you claim our Travel Specialist had promised
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
Upon reviewing your Hotwire account, we received the receipt you sent for your accommodation at the W Boston Hotel and your billing statement confirming the chargeThe initial refund we processed was not the full value of the difference in costTherefore, we refunded an additional $on January 14, Please allow to business days for us to credit it back to your MasterCard ending in It is still up to your financial institution's policies on when the credit will be available for use
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/03) */
June 3,
*** ***
*** 1st Avenue **
*** ** 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 the Travelodge Rapid CityWe understand that you are seeking a refund for two nights of your reservation, because the hotel did not have an indoor poolWe regret any inconvenience this situation *** have caused
We have reviewed the amenities listings for this hotel, and it does not include an indoor poolThe hotel does have a pool listed, and we confirmed with the hotel that the outdoor pool was heated and open for useI would like to provide you with some information about using the amenities filter on the Hotwire site
Once you have entered your destination, dates of stay, number of rooms and guests, you are taken to a listing of hotels that match these parametersAcross the top, there are four filters you can use to narrow your search; star-rating, recommendation rate, amenities, and areaIf you select the amenities filter, you will see a list; selecting indoor pool from this list will restrict your options to only those hotels with indoor pools
At Hotwire, we obtain 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-changeable
On the final page of the Hot Rate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following; All bookings are finalNo refunds, changes or transfers
In consideration of the above information, we are not able to honor your request for a refund
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf 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, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You need to specify wether it is an indoor or outdoor pool in your selectionsIn South Dakota in *** in gets into the 40's and it had snowed the weekend priorWe were traveling with children as you could see in our reservationThat is why we left earlyOur motel was glad to refund our money and said they do this all the timeYou need to clarify this
Final Business Response /* (4000, 9, 2015/06/17) */
June 17,
*** ***
*** *** Ave **
*** ** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***:
Thank you for the additional opportunity to address your concerns sent through the Revdex.com regarding your hotel reservation with the Travelodge Rapid City in South DakotaWe understand that you are requesting a refund for two nights, as the hotel said that you would be able to get a refundWe regret any frustration that this has caused
Normally all of our Hotrate hotel reservations are non-refundable, non-changeable bookingsHowever, we did contact the hotel and have confirmed that they offered a refund for the two nightsRefunds typically take 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
If you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
We apologize for any problems this *** have caused
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/10/06) */
October 6,
*** ***
*** XXXXX
In response to the Revdex.com Case Number XXXXXXXX, Hotwire Itinerary numbers XXXXXXXXXX and XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address
your concerns as sent through the Revdex.com, regarding your reservation with the Primrose Hotel in TorontoWe understand that this hotel is now permanently closedHence, you request a credit for the inconvenience
I apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamI have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
Upon review, we confirmed that you have booked rooms for the Primrose hotel which is now permanently closedWe have offered to rebook these rooms at the Don Valley Hotel & Suites in Toronto, and Hotwire to cover for the difference in the ratesI can understand that currently, there is only room booked due to lack of availability, however, we continue to work with the hotel to accommodate the second room
You have also mentioned the third booking which we are unable to find in your Hotwire accountKindly provide us with more details so we *** assist you accordingly
To fully assist you in rebooking your reservation, please contact Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX)I have attached a note to your reservation instructing any associate to complete this process
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your hotel reservations in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/19) */
November 19,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer email address ***@yahoo.com
Dear ***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com, regarding your failed booking attempts
I understand you are dissatisfied because the funds were held has not yet released which caused you to pay $overdraft feesAs such, you request the refund of both the charges
I understand how frustrating it can be for a customer's funds to be held for a booking they could not confirm
According to our records, Hotwire Customer Care attempted to reach out to your bank to make the request to release the funds on October 25, Because this opportunity was declined, please understand that our options are very limited
In order to assist you further in this matter, kindly reach out to your bank and get information they need from Hotwire to release the funds on holdOnce the information is at hand, please call our Hotwire customer care at X(XXX) XXX XXXXWe will be more than happy to provide necessary details to your financial institution and inform them we are not collecting the funds held for the failed booking attempt
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office