Hotwire

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, 2015/11/19) */
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

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

August 24, 2017Revdex.com Complaint DepartmentRE: Hotwire ***Dear Revdex.com, Thank you for taking the time to contact Hotwire, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns
which have been brought to our attentionHotwire, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Hotwire, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a flight refund We understand you are seeking a refund for a flight booked through Hotwire.We researched this matter further and show the flights were originally changed by the airline and we contacted the customer regarding this matterThe customer was able to be reconfirmed on a different flight, however the agent that assisted in this matter did not process the request correctly, and as a result the airline never received the changes and tickets were not issued.The customer agreed to book new flights with the understanding that a refund would be honored, and we regret the customer refund was not processed as expected when the new flights were booked on July 24th 2017.Our records show we refunded your credit card ending *** in the amount of $on August 25, You should expect to receive your refund within seven to ten business days. We apologize for any inconvenience caused on the delay in processing your refund.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,*** ***Tier Customer Service

Initial Business Response /* (1000, 6, 2015/09/03) */
September 3,
*** ***
*** E *** Street
*** *** 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 rebooking a new flight on United AirlinesWe understand that you have chosen new dates of travel and are trying to obtain a new flightWe regret any inconvenience this situation *** have caused
First I would like to say here at Hotwire, we strive for excellence with our customer service and regret if we failed to do so in this caseWe train our agents to be polite, and provide accurate information in a timely mannerWe have noted your concerns and will address the issues so we *** attempt to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
In order to exchange your ticket for a new travel date Hotwire must collect the exchange fees charged by United Airlines, as well as the difference in the faresBecause we will need to collect financial information, this transaction must be done over the phone
As discussed with our Lead Air Service Agent on September 3, 2015, and exchange for this ticket must follow the Ticket Rules as agreed to at the time of bookingThe exchange must occur prior to December 15, 2015, and the travel must be for *** B ***
Hotwire will make another attempt to reach you by phone to reschedule this flightOr if you prefer you *** contact our hour customer care department at XXX-XXX-XXXX
We appreciate your business and look forward to assisting you with your future travels
Sincerely,
***
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26,
*** ***
*** ** *** *** unit ***
*** ** XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to address your concerns sent through
the Revdex.com, regarding your reservation at the Microtel Inn & Suites by Wyndham - Morgan Hill hotelAs stated in your letter, the hotel did not have your reservation upon check in and charged you their regular rate of $As such you are requesting a refund for the difference from the rate you paid HotwireWe regret any frustration or inconvenience this has caused you
Upon researching your reservation, we found that we have received your receipt you sent in verifying the charges from the hotelOur finance team will be issuing you a refund for the difference of $USD in addition to the $that was previously refundedDepending on their workload, this process *** take up to business days to processAfter Hotwire releases the funds it will be up to your financial institution as to when it will be available in your account
Again, we apologize for this inconvenience and thank you for your patience in this abcircumstanceWe appreciate your business and look forward to assisting with your future travelsIf you have any further questions please don't hesitate to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 8, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
business days have passed
However, I still have NOT received the refund of $Hotwire promised me to issue
I would like to know exactly when Hotwire is going to refund the money
Final Consumer Response /* (2000, 11, 2015/09/14) */
This morning(14th, September), I finally received the refund of USD from HotwireThank you very much

Initial Business Response /* (1000, 5, 2016/01/21) */
January 21,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire Powered by
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
Hotwire Powered by Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number XXXXXXXX) regarding a refund requestWe understand Ms*** is requesting that Hotwire Powered by Expedia provide compensation for conversion fees charged by the credit card companies of the four customers who split payments for two travel itinerariesOn January 21, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on November 11, Ms*** contacted Hotwire to create two agent assisted itineraries, (#XXXXXXXXXXX, and #XXXXXXXXXXX) for package travel from Ontario Canada to Punta Cana, Dominican RepublicEach itinerary was split paid between two customers, each using their own credit cardThe agent mistakenly advised the customer that Hotwire can book an itinerary in Canadian fundsThis is not an option for phone agents and the bookings were debited in USD funds, causing each of the four customers to incur a conversion fee from their credit card companies
The itineraries were cancelled outside penalty and the full amounts of the itineraries were refunded to the respective credit cardsMs*** contacted Hotwire to seek reimbursement for the conversion fees each customer was chargedA Hotwire agent asked the customer to forward copies of a credit card statement, from each of the accounts, which she didUnfortunately, the agent wasn't specific enough as to what the customer needed to provideThe statements sent to Hotwire show the original itinerary charges and subsequent refunds, but none of the statements show the conversion charges Ms*** is asking Hotwire to cover
In order to process the refunds requested, Hotwire must document the charges we are refundingThe customers would need to forward the statements listing the conversion charges and once those are received and verified, Hotwire Powered by Expedia will be happy to compensate the customersMs*** is stating one of the four credit cards has been refunded the conversion fees already, so we would only need the statements for the three still awaiting compensation
We ask that the customer forward the statements, through the Revdex.com Rebuttal process, so they will become part of the case history
We look forward to Ms***'s reply and assisting her in bring this matter to a close
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 Business Response /* (1000, 6, 2015/08/19) */
August 19,
*** ***
XXXXX *** BLVD **
*** City, ** XXXXX
Re: Revdex.com #: XXXXXXXX
Itinerary #:XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com regarding your booking at the La Jolla Inn for cheAugust 14, and check-out August 17, We understand that you disagree with the star rating of this hotel as star hotelsAs such you are requesting a full refundWe regret any inconveniences this *** have caused
After reviewing your account we found that you were provided an exception and were refunded for this reservationIn the future, please keep in mind that there is no standardize star-rating that all travel sites followAt Hotwire we get our rating by incorporating Expedia's star-rating, and then based on customer reviews the rating can be increased or decreasedThis is the reason star ratings can vary between each company
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
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 /* (2000, 8, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After talking to customer service for about days in total about to hours, Hotwire finally performed what I will call customer serviceI'm glad that my efforts were fruitful and that I got a hotel that was decent to stay inI would never be a customer of this company again and I never will recommend it to anyoneTheir customer service is horrible, the commitment to perform their part of the deal is horrible and no customers such as myself should ever have to contact customer service and waste over X amount of hours to get a complaint resolved

Initial Business Response /* (1000, 5, 2015/08/13) */
August 13,
*** ***
*** *** Avenue
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear *** ***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Bridge Point Inn Daly CityWe understand that you are dissatisfied with your booking results, as the Bridge Point Inn Daly City is not a chain hotel, and you have read negative reviews of the hotelAs such you were seeking a full refundWe regret any concern this *** have caused
We understand that you found less than positive reviews on other websites; however, it is important to remember that Hotwire only uses customer reviews that have been submitted to our website so that we know the customer reviewing the site has used the hotelPlease keep in mind that regardless of star rating, we guarantee customers a clean and comfortable 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 reviewIn this particular situation previous customers have given the Bridge Point Inn Daly City out of for both condition of hotel and room cleanliness
Based on the preceding information, we will not be issuing a refundWe appreciate your business and regret your Hotwire experience was anything less than exceptionalWe hope we have the opportunity to better serve your travel needs in the near future
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms*** ***:
Thank you for your remarksHowever, I am totally disappointed from your point of viewSince I had paid in advance for the said hotel, I ended up living in this location
First of all, it is not even not close to Comfort Inn as advertised at your websiteIt is a private propertyThe beds are most uncomfortable as you can feel the springsFirst of all we could not sleep on those beds, and even if we managed to to sleep on those beds, we ended up having a night with full of tirednessThe bathroom and tubs are the most dirtiest of allThe bathroom tub is leakingI encourage you to spend a night in this hotel on these beds, and you will find yourself with a painful backThe rooms are smellyThere are no standards as adopted by any chain hotel
The rooms are very close to road, and lot of traffic noise can be heard on the roadThe hotel does not have a lobby or lounge, where we can sit
as in other hotelsThere is one lobby, which is mainly used by the owner for only reservations and is the part of owner house, since owner also lives in the hotel and lobby is part of his house
There is no laundry in the hotel premisesGuests has to go to outside of hotel to do the laundry, and that place is full of homeless wandering around
You should read the remarks on Tripadvisor to find out the exact situation
Once again I demand for the refund or compensation as this hotel has ruined my vacationsI am on vacation with my familyI have stayed in other hotel premises during my vacations, but I have no complains except for this one
Best Regards
*** ***
Final Business Response /* (4000, 9, 2015/08/18) */
August 18,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Bridge Point Inn Daly City on August 9, in Daly City, CaliforniaWe understand that were unhappy with the results of your booking, because you were expecting a chain hotel instead of one of our independent partnersAs such you are seeking a refund for this reservationWe regret any frustration this situation *** have caused
Hotwire partners with a variety of different hotels, both independent and chain brandsWhen booking a hotel, we list some of the well-known brands in the same star rating so you can get an idea of what to expectWe also mention that the list is not all-inclusive, there will be other brands and independents offeredThere is also a disclosure that these hotels are examples, not a guarantee
We do not discriminate against hotels because of their surroundings or the neighborhood it is inWe do expect our partner to provide you a clean room in working orderWe always give our partners a chance to provide this type of service
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
We contacted the hotel, and they advise us the room was used as bookedThey regret you did not make your concerns known during your stay and allow them the opportunity to make things right for you
Because of the above stated reasons, Hotwire will not offering any compensation for this reservation
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 issueWe are available hours a day, seven days a week to assist you; we hope to have the opportunity to better serve your travel needs in the near future
Best Regards,
***
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms***:
Let me put my case again for better understanding
a)I am on a days vacation with my family
b)All along my trip I choose Hampton Inn, and I had no complain whatsoever from themThey provided what they claimed
c)For San francisco, I choose your website to look for a decent hotelI was offered a hotel equivalent to Comfort innThe budget and quality claimed by your website suited me, so I provided my card detailsOnce your company got my card, I was provided the name of Bridge Point Inn Daly City
d)When I checked the reviews about Bridge Point on trip advisor, I was very disappointed to read the reviewsI immediately contacted your company to cancel the reservation, but they refused to refund me by writing an email
e)Having no choice, I stayed in the Bridge PointIt is not the mistake of Bridge PointThey have what they have and they are what they areIt is the mistake of Hotwire to exaggerate the Bridge PointThe Bridge Point in no way is close to Comfort InnYou can compare it to any hotel having no starIt is hotwire who mis-guide customers, and therefore I demand the refund from hotwire
I encourage you to stay a night at bridgePoint and you will find out by yourself that how wrong hotwire is in comparing it with Comfort Inn
Sincerely,
*** ***

Dear *** ***,
Re: Case number ***, Hotwire Itinerary number ***
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding a car reservation with Alamo in LGA airport.We believe we already answered your concern and Hotwire already made a final decision that we are not honoring your request for a refund.The agreement we have with our partners and you our customer, confirms this booking is non-changeable and non-refundable
We appreciate your business and regret your Hotwire experience was anything less than exceptional
*** ***
Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19,
*** ***
*** 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 the Hotel Croydon on September 15, in Miami Beach, FloridaWe understand that you have some questions about the discount you received for this booking, and that you have changed your plans and have asked to cancel this reservation due to a change in plansWe regret any frustration this situation created
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationPlease allow us to clarify how the savings promoted on our site is determinedAt Hotwire, we strive for clarity during the booking processTo ensure this we provide the following disclosure at the bottom of our site:
"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 datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention
We are confident that Hotwire has the lowest rates available, backed by our Low Price GuaranteeIf, within hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates
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-changeableHotwire explains at the time of booking that all bookings are final with no refunds, changes or transfersWe ask you 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
In consideration of the above information, we are not able to honor your request for a refund
Based on the information above, we will not be issuing a refundWe 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, 2015/07/22) */
July 22,
*** ***
*** S*** St
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns, as sent through the RevDex.com, regarding your car reservation with Alamo for Dec 4, We understand that you are requesting a refund due to not being able to pick up the rentalWe regret any frustration this *** have caused
After further research, we were able to verify that the location did close at midnight, not 1amDue to this information we will be happy to refund you $A refund typically takes 1-business days to get back to your financial institutionAfter that, it would be up to your financial institution as to when the funds will be available
Again, we apologize for the length of time it took to resolve this situationWe 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

Complaint: ***I am rejecting this response because: The company is requesting photos of the room which I have and need 7-business day to review and the Revdex.com requires a response in days. At this point there has been no resolution.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/01) */
July 1,
*** ***
*** *** Road **
*** ***, IA 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 the funds being held by PayPal after your attempt to book a hotel reservationWe regret any concern or inconvenience this situation *** have caused
We attempted to reach you in order to assist in the release of your funds back to your account; however the number provided rang through with no voice mail availableIf you will please call in to speak with one of our customer care representatives, we will be happy to place a call to PayPal with you on the line and provide whatever assistance is needed to obtain the release of your fundsWe are available hours a day at 866-HOTWIRE (XXX-XXXX)
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
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hotwire did credit my account after weeks due to Paypal inquiry

Revdex.com:I will NEVER use HOTWIRE again!I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/05/20) */
*** 20,
*** ***
*** *** Ave
*** *** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs***:
Thank you for the opportunity to address your concerns sent through the RevDex.com regarding your reservation at the Americas Best Value Inn AikenWe understand that you did not expect your reservation to be canceled or that you needed to provide documentation when you called with medical concerns; as such, you are requesting a refund of $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
We understand that sometimes obstacles that are out of your control present themselves, this is why an option for a refund is available if a trip is canceled for medical reasonsWe do however require documentation signed by a doctor or other accepted medical professional to be submitted to confirm that hospitalization dates overlapped with the reservation or that utilizing the reservation would cause a condition to worsen
You state that you were unaware that after you called us with medical concerns that your reservation was canceledWhen anybody calls in with this type of concern we offer to submit the reservation for further review, and to cancel the reservation with the understanding that any refund would be dependent upon the receipt of valid documentationOnce our agent received verbal confirmation that this is what was desired this reservation was cancelled, and an email was automatically generated informing the account holder of the cancellation and what documentation would be required for a refund; this email was sent out on the 5th of April,
Based upon the preceding information, we will not be providing you with a refund for this nonrefundable Hot Rate hotel reservation unless we receive valid medical 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, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never made aware on the phone that the reservation was to be cancelledI told the representative on the phone multiple times that I do not have a doctor's note for a hospitalizationJust a little girl with asthmaI called within minutes of making the reservationI ended up showing up at the hotelIf I was even aware of my reservation why would I have shown up?
Final Business Response /* (4000, 11, 2015/06/11) */
June 11,
*** ***
*** *** Ave
*** *** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concerns sent through the Revdex.com regarding your reservation at the Americas Best Value Inn AikenWe understand that you did not expect your reservation to be canceled or that you needed to provide documentation when you called with medical concerns; as such, you are requesting a refund of $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
As per our conversation of June 8, 2015, we processed a full refund for your reservation in the amount of $An email was sent to ***@hotmail.com confirming your refund
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe 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
We 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 Express customer care at X-XXX-XXX-XXXX
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/16) */
August 16,
*** ***
*** *** Ln
*** ** XXXXX-XXXX
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 stay at the Millennium Maxwell House in Nashville Tennessee on August 12, We understand you were confused about the crossed out rate savings modelWe regret any frustration this situation *** have caused
Please allow us to clarify how the savings promoted on our site are determinedAt Hotwire, we strive for clarity during the booking processTo ensure this we provide the following disclosure at the bottom of our site:
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 datesAvailability is limited and rates are subject to changeRates are dynamic and vary based on date of booking, length of stay and hotel classRates do not include taxes and fees
You stated in your communication that you saw the rate on the hotel website for $As we do have a low price guarantee stating that if you find a lower rate within hours we will match the rate, we went to the web site and confirmed this to be true, however that rate is before taxesAfter all taxes and fees the total comes to $on the hotels web siteYour reservation was booked at a rate of $per nightafter all Hotwire taxes and fees are applied your total was only $on Hotwire.com
Here on hotwire we strive to make our booking process as clear as possibleAs such we do provide highlighted mapped zones that we guarantee the hotel will be withinAs we do take hotel location very seriously we have reviewed this property and confirmed that this hotel is within the mapped area provided at the time of booking
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, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response portion "At Hotwire, we strive for clarity during the booking process" could not be farther from the truthHotwire showed a $star hotel marked down to $which was 50% offThis discount is highlighted heavily as is the distance to make people think they are getting a really good dealAlso putting other critical price information at the bottom of your page in small font is NOT clarity nor is showing a booking price that is lower than average, then simply adding a lot of fees which pushes the price over in the endHaving fine print on your site and lots of hidden fees is not clarity Mr***I think we both know what the business is doing, which is tricking people into booking a so called "deal" to make profit and NOT to serve the customer
Final Business Response /* (4000, 9, 2015/08/20) */
August 20,
*** ***
***
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 Millennium Maxwell House - Nashville on August 12, in Nashville, TennesseeWe understand that you are unhappy with the rate paid for your recent Hot Rate(r) hotel reservation, and asked to have the reservation transferred to an alternate propertyWe regret confusion experienced while booking this reservation
Hotwire strives to find the best deals available at the time of your bookingDuring your Hot Rate(r) Hotel search, we provide you with as much information up front as possible to assist you in choosing a hotel without revealing the hotel's exact nameBy revealing the hotel name and street address after you confirm your reservation, our partners are assured their anonymity, and you are guaranteed the lowest rates availableTo assist you selecting a Hot Rate(r) Hotel, we provide you with a detailed search page which displays the following:
- A map which outlines a city or neighborhood area
- The main streets and points of interest on each map
- The ability to determine potential distance of your reservation from a specific address
Since the name of hot rate hotels are not revealed until after booking is final, we also provide examples of some of the most recognizable brands in each categoryAs you can see it states "These hotels are examples, not guarantees"
We promise that no matter where you book, you can expect a clean and private room in working order when you check in to a hotel booked with HotwireA review of this reservation shows the hotel did fall within the mapped area chosen at the time of booking, and Hotwire stands behind the star rating for this property
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationAt Hotwire, we strive for clarity during the booking process, and we provide the following disclosure at the bottom of our site:
"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 datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and fees."
This shows that the crossed-out rate refers to the median price of the hotels in that area, not the specific hotel that you gotWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention
At Hotwire, we obtain the deeply discounted Hot Rates in exchange for guaranteed payment to our partners, whether the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions
Based on the above we will not be providing compensation as requested
In the future if you need a specific location, we offer hotels that that display the name and address of the hotel before booking by searching on the Hotel tab on HotwireThis type of reservation is not as deeply discounted at the Hot Rate(r) hotels offered, but we still offer a Low Price Guarantee for this propertyIf you can find a lower rate for the same hotel and room type on any website, Hotwire will refund the difference in the cost
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, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before, putting critical information at the bottom of your site, making it difficult to find is in no way clear or acceptableYou stated yourself that this price information is at the bottom of your siteIf you are striving for clarity why then do you put that info at the bottom of your site in small font while drawing attention to huge deal savings? That is a tactic of a con artist not a business trying to serve its customersAlso I understand the hotel brands used were just examples however it completely leads the customer to believe the hotel would be comparable to those brands, which it wasn't, it wasn't in the same league
All information regarding the hotel including price, quality, and location is purposely misleading to get customers to click and enter a deal that they can't back out ofA business practice like this is completely unacceptable and has no place in today's market

Initial Business Response /* (1000, 10, 2015/09/24) */
September 18,
Revdex.com
Hotwire - Alaska, Oregon & Western Washington
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
Hotwire is responding to the consumer complaint from *** *** (Revdex.com complaint #XXXXXXXX) regarding the advertising issues and refund request
Our records show on August 20, 2015, Ms*** self-booked a Hotwire.com flight reservation via booking number XXXXXXXXXXX, with a travel commencing on December 22, We understand from Ms***'s complaint, prices quoted at the time of booking were seen in Canadian Dollars but after reservation was booked, she was charged in US DollarsThe customer is requesting an update to the Hotwire website and a possible refund for the difference between what was quoted and what she was charged
Upon researching the customer's complaint, we can confirm via the actual booking process, Ms***'s was advised rates were quoted in US dollars on the trip review pageWe can also confirm, the customer proceeded to the payment page were again, in bold letters Ms*** was advised "All prices quoted in US dollars" before payment was made
Hotwire makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details on several pages for the customer to reviewBased on the information provided above, we are unable to honor Ms***'s refund request
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 Business Response /* (1000, 5, 2016/01/22) */
January 22,
*** ***
*** *** Ave **
*** ** 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 Hotwire 14-day reservation with Hertz Car RentalI understand you are dissatisfied as it appears they have the reservation for days which incurred you extra chargesAs such, you requested to refund the extra charges amounting $
After reviewing your account, I confirmed the reservation with Hertz showed as a 13-day car rental instead of days, and an extra charge of $was collected by Hertz for the extra dayI recognize this situation is less than idealI can assure you this experience is not typical of what our customers can expect when booking with Hotwire
Based on our previous phone conversation, your refund in the amount of $has been issued on January 21, Refunds typically takes to business days and is up to your financial institution as to when the funds will be available for use
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took a very long time (weeks) and if I hadn't filed a claim with Revdex.com I would still be fighting for my refund months laterCustomer service communication should be prompt and efficientThe faxes and emails "lost" even though noted as received in the Hotwire system is unacceptable

Initial Business Response /* (1000, 5, 2015/11/17) */
November 17,
*** ***
*** *** Ave West
*** ** *** ***
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through the
Revdex.com regarding your reservation with Tonic Hotel Du Louvre in ParisI understand you were charged higher compared to what we advertisedAs such, you are requesting a refund on the difference in rate
I check the details of your reservation, I confirm you contacted our Customer Care on October 23, to dispute the charges made to your accountWe reviewed your request, and was advised to send a screen shot of the rate discrepancy you noticed during the booking processWe denied the claim as you were unable to provide the requested documentation
Please note that I will re-evaluate your refund claim and will submit the request to appropriate departmentYou will be contacted within seven to ten business days with the outcome of the review
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
Regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has passed *** than days now, since ***had sent my claim to the appropriate department for re-evaluation
Quite honestly, I am completely fed up with Hotwire, as the booking process almost spoiled my vacationIn addition, by now, I have probably spent over hours either talking to Hotwire's "customer service" department or typing explanations of what had happened to both Hotwire and other third partiesNeedless to say, I shall never use Hotwire again, and shall make sure no member of my family or friend ever uses Hotwire as wellThis, however, does not mean that I no longer require a refund of $This is money Hotwire should have never received in the first place and was obtained through illegal means
Final Consumer Response /* (2000, 9, 2015/12/17) */
EMAIL FROM CONSUMER:
Hi ***,
I've received a refund of CAD $140, which was the resolution I was looking for
Thank you for your cooperation
***