Hotwire

March 4, 2016*** *** *** *** *** *** ** ***In response to Revdex.com case number ***, Hotwire Itinerary ***Dear ***,I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your car reservation under AlamoI understand you are
dissatisfied to find that your reservation has been cancelledAs such, you are requesting to reinstate the booking.Hotwire services two types of car rental reservations: Hotwire Hot Rates(r) and Hotwire Retail RatesOur Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundableHot Rate(r) rentals require full prepayment and are guaranteed held for hoursWith Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservationOur Retail Rates can be cancelled at any time without penaltyAs you booked a Retail Rate, you have the privilege to cancel your reservationWe allow our Customers to cancel it on the Hotwire site by logging in to "My Account"As we strive for clarity, after you click the "Cancel reservation" button, a pop up will appear to reconfirm the requestYou will also receive an email confirming the cancellationOnce a booking is cancelled we can no longer reinstate it.After thorough review, there is no indication on our end an error occurred with this reservation that can result to unauthorized cancellation.Based on these information, I am unable to honor your requestHowever, you may always try to complete a new reservation onlinePlease understand, as we work with live inventory, rates are constantly fluctuating based on availability and demand.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 futureBest regards,*** ***Customer Care RelationsHotwire Corporate Office

Complaint: ***I am rejecting this response because:
as per the instructions of HotWire's respondent, I am providing additional information
Name of guest: *** * ***
Email: ***
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5,
*** ***
*** *** Drive
*** *** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary: XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com, regarding your booking at the Sheraton New Orleans Hotel for checking in on October 9, and checking out October 12, We understand that you disagree with our star-rating at this hotel as a 4.5-star and as a result, you will like hotwire to refund this reservationWe regret any inconveniences that this *** have caused you
As there is no standardize star-rating that all the travel sites follow, at Hotwire we get our rating by incorporating the Expedia star-rating and based on customer reviews the rating can be increased or decreasedExpedia rated this hotel as a 4-star hotelHotwire sends out a post stay survey to all our customers that book hotels through usWe received responses from the surveys that we sent out at this hotel and this hotel received 90% recommendation from our customers that stayed thereIt received a score of out of for room condition and cleanliness and the hotel quality is rated out
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable
Based on the information above we are not able to honor your request for a refundThe information that we collected about this hotel we are positive that you will have an excellent stay at this hotelWe do stand by our star rating and we do guarantee a clean and comfortable stayIf you check in and have any issues at this hotel, give us a call
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.)
I understand your position fully, and it confirms that you are intentionally and systematically deceiving customers by inflating the star ratings of the hotels you do business withThere is no star rating of for this hotel anywhere on the internet including on Sheraton's own website where it is rated a 3.9, and most websites rate the hotel as or below
This is clearly a deceptive advertising practiceAn honest practice would be to inform the consumer that it is a star hotel (which is consistent with the hotel's advertising), and then provide your own metric indicating that 90% of customers liked the hotel as spearate informationIn fact you do provide that same information alongside your false, deceptive and misleading star ratingThere can be no reason to increase the star rating other than to mislead the consumer into believing they are purchasing a higher quality hotel
I would encourage the Bettter Business Bureau to pursue this issueI will be following up with the Federal Trade Commission with whom I am familiar given my work as a consumer protection attorney in Washington, DC
Final Business Response /* (4000, 9, 2015/08/09) */
August 9,
*** ***
*** 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 Sheraton New Orleans HotelWe understand you are unhappy with your booking, as you do not agree with the star-rating for this hotelAs such you are seeking a refund for this reservation
At this time, we remain confident our star-rating system is meeting the needs of our customer'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
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 /* (4200, 11, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire refuses to address my concern that they sold me a hotel under the pretense that it was a star hotel when it is clearly not, even according to the hotel's own website and every single other internet resourceI woudld hope that the Revdex.com pursues this matter as I am confident I am not the only customer who is being deceived by this practice

Initial Business Response /* (1000, 5, 2015/06/17) */
June 17,
*** ***
*** *** 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 Sand Dunes Resort & SpaWe understand when you called the hotel to confirm the details of your reservation, you were informed that the hotel did not honor reservations booked through HotwireYou contacted Hotwire to resolve this, and were provided a refund, but not in the full amount of the reservationYou are now seeking a refund for the remainder of the amount you paid to Hotwire, $We regret any frustration or inconvenience this issue *** have caused
As per our telephone conversation of June 17, 2015, we have now refunded you in full for this bookingThe first refund in the amount $was processed on June 3, and the second in the amount of $on June 17, Please allow up to hours for the refund to post to your account
We would like to apologize for the delay in resolving this matterWe appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Complaint: ***I am rejecting this response because:
Please see attached documents from consumer.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***Here is my response 1) passenger's name: *** *** 2) email use: ***.com 3) iternanry #:
Sincerely, *** ***

October 10,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire 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 case number ***) regarding a hotel reservation. We understand *** *** is requesting a refundOn October 5, 2016, we received receipt of the Revdex.com complaint
Our records reflect on September 30, 2016, the customer self-booked a pay later hotel reservation at the *** *** Canton chedate October 2, 2016, check-out date October 6, Itinerary Number: ***The customer is stating there was an issue at the hotelThe customer is stating they checked-out early from the hotel and requesting a partial refund
Upon further researching this matter, we have no record the customer contacted Hotwire
On October 10, 2016, Hotwire contacted the hotel, on the customer’s behalf; they advised they have processed the refund for the last night in the amount of $38.14, back to the customer’s credit cardThe hotel will not process any further refunds
Since the hotel has processed the refund back to the customerHotwire considers this matter as closed and will no longer address this matter any further
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
*** ***
Tier Customer Service

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23,
*** ***
*** *** Dr
*** ** 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 W HobokenI understand you are dissatisfied with your recent hotel booking, as the $discount was not deducted to your Hotwire total chargeAs such, you requested a refund of $
We provide our customers with a final recap of all the information associated with the reservation for our customers to have the flexibility on finalizing the booking as all Hot Rate (r) reservations are non-changeable, non-transferable, non-cancellable and non-refundable
After reviewing your account, I confirmed you used your desktop to book the reservationThe promotion you were trying to apply which was WELCOMEis only valid for customers who are new to the Hotwire Mobile Application
Based on that information, I am unable to honor your $refund request
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
Complaint Response Date bumped because: Holiday

March 28,
*** ***
** *** *** *** ** *** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***l,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Novotel Montreal CentreI regret you remain dissatisfied with the information we provided
As previously mentioned, Savings are 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
To better understand your inquiry, I checked our records of the hotels in the area that we are partnered with and compared it with the crossed out rate advertised before you bookedI am very confident that the average rate now is likely the same as what you sawPlease also note that rates are subject to change based on availability and demandDue to our understanding of supply and demand, we choose not to disclose the sites we calculate these savings from
Again, while we do not guarantee savings on every reservation, our Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesIf you find a lower total for the same property with the same travel dates hours before check-in, we will refund you the difference
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
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

(The consumer indicated he/she DID NOT accept the response from the business.)I am sending the information to Hotwire they requested but do not consider the matter closed as they are still looking into our refund request

Initial Business Response /* (1000, 5, 2015/12/14) */
December 14,
*** ***
** *** St Unit **
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your attempted hotel reservation in Boston areaI understand you are dissatisfied with your recent hotel booking, as were charged by PayPal on an unsuccessful reservationAs such, you are requesting a full refund
We understand how frustrating it can be for a customer's funds to be held for a booking they could not confirmAs such, we are able to assist a customer in getting a pending holds released potentially expeditedIn order to do so, we must contact PayPal to inform them we will not be collecting the funds held for the failed booking attempt
After reviewing your Hotwire account, I confirmed that the reservation you tried to complete was unsuccessfulAny time you attempt a booking we must first verify you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processedSince these reservations did not go through, 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 policiesI recommend contacting your bank for further information
Please contact us by phone to speak with a Customer Care Associate directlyWe will be happy to help you straighten out this situation
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, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello ***,
Thank you for your responseI did wait until after business days to let the supervisor try to refund the moneyUnfortunately, at that point it was not refunded and I didn't think another phone call to hotwire would be fruitfulI did dispute the charge through paypal, and after two business days they confirmed that the amount would be refunded
While your response was thoughtful and informative, I do think that those in the customer center could provide better informationI am disappointed that resolution took this long, and only through paypal was the money receivedI also recommend that paypal be removed as an option of payment if this is a known issue
I will use hotwire in future as this is the only time I've experienced such an issueI just hope that it doesn't occur again
Thank you,
-***

March 31, 2016*** *** *** *** **ive*** ** ***In response to Revdex.com case number ***, Hotwire Itinerary ***Dear ***,Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your Hot Rate(r) hotel reservation with ***
***I understand you are dissatisfied with your recent booking as you read negative reviews regarding the property onlineAs such, you requested a refund.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.In regard to the condition of the property, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help.I further researched the property, and read reviews on numerous sites and while I did find some concerning the hotel's condition, I did not find trend of reviews surrounding the property's conditionRather, I found the most recent reviews were favorable citing the hotel's friendly staff, cleanliness, location and quality.On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of UseIn addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundableWe also message that by clicking the "Book Now" button you are accepting the Terms of Use.Based on the above information, I am unable to honor your refund requestWe appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,*** ***Customer Care RelationsHotwire Corporate Office

April 6,
*** ***
*** ** *** *** *** *** ** *** *** *** *** *** *** *** *** ***
Dear ***,
I regret you remain dissatisfied with the handling of your Hot Rate hotel reservationSpecifically; your dissatisfaction stems from the hotel deposit associatedYou feel misled as this process was not listed on our site prior to booking
As previously mentioned, our Hot Rate hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest ratesIn order to ensure this guarantee is honored, we are not always able to post certain specifics about the hotel such as deposit amount and how the hotel is going to process it and any associated feesRather, we can only mention there may be a charge as stated on the final billing page
For a future reference, we suggest that you to book under our Hotwire Standard Rates if you wanted to know more about a certain hotel first before actually booking itAllow me to further explain, on Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and Hotwire Standard RatesFor Standard Rates, hotel details are provided prior to booking and may be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after bookingAfter reviewing your reservation, I confirmed you booked a Hot Rate hotelFor Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer booksThese restrictions enable our partners to better manage their unsold rooms
On the final page of the HotRate 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 conditions:
? All bookings are finalNo refunds, changes or transfers
? Your account will be billed for the full amount when you book
? After you book, the hotel's name and address will be revealed
? Hotels will require a credit card when you check in; debit cards may not be accepted
? You'll pay the hotel directly for additional charges, like room service or resort fees
? Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed
? Sometimes amenities may be closed for the season or for renovation, though we try to show what's currently available
Based on the information listed above, I am unable to honor your request for a refund or compensation
Sincerely,
*** ***
Customer Care Relations
Hotwire Corporate OfficeTell us why here

Complaint: ***As stated below, you acknowledge the fact that the Adriatic Resort was promised but indeed it is now the Medeterraneo - and has been for the last yearsHad I known that from the beginning, I would not have bookedYour site guarantees customers will receive of hotels shown; Adriatic being one of themNew name, management/ownership, reviews, etc that transpire over a year period are significantSomehow Hotwire continues to simultaneously confirm that it's not what was promised, yet deny responsibility and issue a refund
It's a gross and egregious abuse, misleading customers and operating a classic bait and switch maneuverPromise one thing- literally guarantee it- and then say, but it was the advertised hotel years ago and therefore it's the same? The point is and continues to be: it's not what was advertised and guaranteed to me.
I urge the Revdex.com to continue to investigate the matter.
*** ***

Initial Business Response /* (1000, 8, 2015/07/09) */
July 9,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXX
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
Our records reflect that on *** 7, 2015, Mr*** booked roundtrip flights from Grand Rapids, Michigan to New Orleans, Louisiana for travel June 3, 2015, through June 6,
Mr*** stated that Hotwire charged him for canceled tickets and refuses to issue a refundHe feels that he was intentionally kept on hold as the cost of his flight increasedMr*** would like a refund and additional compensation
On June 3, 2015, Mr*** canceled his initial flights and was issued an airline credit with American Airlines equal to the amount of the ticketsHe requested to change his return date to June 7, The airline charges $per person to utilize the credit plus any difference in air far for the new flights
As you *** know, the closer the travel date is to the date of purchase, the more expensive the ticket costMr*** canceled and rebooked on June 3, 2015, which was the day of travelHe kept the same outbound date and changed his return flight to June 7, Mr*** was not overcharged for the changeAs such, we are unable to honor his 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, 2016/02/02) */
February 2,
*** ***
*** *** St.***
*** Petersburg, ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
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 Quality Suites Universal SouthI understand you are dissatisfied with your recent Hotwire booking and you are requesting for a full refund because of the condition of the hotel room you received
We at Hotwire, 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 for further review
After reviewing your account, I confirmed that you called on October 9, and our Travel Specialist contacted our hotel partner and spoke to ***She stated that they are willing to provide 10% refund of your reservationI have verified that a refund in the amount of $has already been processed on October 22, The refund typically takes 1-business days for the funds to return to your financial institutionFurthermore, it is up to your financial institution as to when the funds will be available
We regard cleanliness as a matter of utmost importance; you should expect a quality experience from our hotel suppliersI can assure you this experience is not typical of what our customers can expect when booking with HotwireBased on the details of your hotel experience; please accept my sincere apologies along with credit of HotDollarsWe applied this credit to your account under ***@yahoo.comHotDollars are equivalent to US Dollars when used to book Hotwire HotRate(r) Car rentals and HotRate(r) Hotel reservationsYour HotDollars will expire one year from the date of issuance
Based on the information above, I am unable to honor your request for a full refund
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want at least a &cash refund and not hotwire bucks as I do not trust using them againMy whole vacation was ruined,my fiance saved for mmonths for this so he could purpose marriage to meI thank God I was not in the bathroom when poop water gushed from the ceiling, it is very dangerous filled with deadly bacteria and the mold fills the rooms I can't imagine how many other people have gotten I'll from that place
Final Business Response /* (4000, 9, 2016/02/23) */
February 23,
*** ***
*** 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 Hot Rate(r) hotel reservation with Quality Suites Universal SouthI regret you remain dissatisfied with our response regarding your refund request due to the condition of the room you received from our partner
As previously mentioned, 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 for further review
We apologize for the inconvenience this has caused youWe understand you were transferred to multiple rooms during your stayHowever, because a contact was not made to us until after the reservation dates, please understand our options are very limited
Based on the information above, we feel that the HotDollars and the % refund issued is adequate to your situation and am unable to provide your USD refund request
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 /* (4200, 11, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why do I want the hot dollars when I will never use your company again I guess I'll take this to the media or you can call me at XXX XXX XXXX

Good evening,
Discover Card is investigating this issue but HotWire provided them with information stating that I booked the hotel They are now telling you that they do not have the information I did not book anything with HotWire, I stayed at the Hyatt Hotel in Memphis, TN and it was $and HotWire charged my card stating that I booked a room at the Crown Plaza but I was a no show and never checked in the room Why would I book two hotels for the same days and not check into one but still pay This makes no sense, they are trying to steal from consumers
*** ***

March 18, 2016*** *** *** **Astoria, NY 11106In response to Revdex.com case number ***, Hotwire Itinerary ***Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your recent Hot Rate(r) hotel reservation with Hampton
Philadelphia Convention CenterI understand you are dissatisfied as your reservation has been cancelled without your knowledge and your account has been deactivatedAs such, you are requesting a two-night free stay at a hotel.The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reasonBy accessing, browsing and using the Hotwire website, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of UseIf customers do not agree with any part of those Terms and Conditions, we advise they must not use the siteGoing forward, any future booking attempts on Hotwire*** will be blocked by Risk ManagementIn addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at ***It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is finalIf the decision is final, you will likely not receive a call back from that departmentFor liability reasons we are unable to disclose the reason for deactivation.Best regards,*** ***Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/07) */
July 7,
*** (***) ***
XXXXX *** 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 Novotel London City SouthWe understand that you are experiencing delays in getting your visa approved for travelAs such you are seeking a full refund for your reservationYou also mention that the representative you spoke with regarding this issue was rudeWe regret any frustration or inconvenience this situation *** have caused
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 transferredIn order to complete the booking, you selected a box stating you read, understood and accepted those conditions
For this reason, we are not able to change your reservation dates or provide the refund as requested
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 from 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 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

Complaint: ***I am rejecting this response because: Hotwire refuses to provide a refund without "proper documentation"I submitted my "Low Price Guarantee" request on February 8, and Hotwire refused to respond to my complaint until I got Revdex.com involved over one month laterThere was no communication at all from Hotwire for over one month after I had submitted my initial refund request under their "Low Price Guarantee"One month later, I am unable to locate what they consider to be "proper documentation", however I believe that if Hotwire had responded in ANY reasonable amount of time I would have been able to come up with this documentationInstead, Hotwire used a stall tactic to lower the odds that I would be able to come up with "proper documentation" - I put "proper documentation" in quotes because the representative has not described what "proper documentation" would even be in this caseThe company representative also claims Hotwire has no way to look up what their own posted rates for a hotel were at a given moment in time, which I find hard to believeEven if this data is not logged, surely you would be able to look up someone else's receipt for that hotel and see what they paid for it based on the day that they booked itI simply don't believe that it's impossible to look up a rate that was posted on their own siteHad I been claiming a refund based on a separate booking site unaffiliated with Hotwire, I would completely understand the need to provide documentation of my claimHowever I am claiming a refund based on Hotwire's OWN SITE and their OWN POSTED RATESFor that, "proper documentation" should not be requiredI believe they are attempting to skirt their responsibilities that they have put in place for themselves with their own "Low Price Guarantee".Sincerely,*** ***
Dear *** ***,
We regret any frustration this has caused youBut without a valid documentation to support your claim, our system does not have a way to check if it really did occur in the past
Had you called us, our Customer Service department has a way to check it for you and would have processed a refund right away
We would appreciate if you call our Customer Service line if you ever need help in the future
Allow me to further clarify how the savings provided on our site was derived
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 dates
Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from
Because we work with live inventory, please understand rates fluctuate based on availability
I apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention
Based on the information provided above, I am unable to honor your request to refund your reservation
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Sincerely,
Samantha S
Customer Care Relations
Hotwire Corporate Office