Sign in

Hotwire

Sharing is caring! Have something to share about Hotwire? Use RevDex to write a review
Reviews Hotwire

Hotwire Reviews (2078)

Initial Business Response /* (1000, 5, 2015/06/01) */
June 1,
*** ***
*** *** Square Apt
*** ** 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 car rental reservation with Hertz, scheduled for pick up at the Atlanta International Airport on *** 18, We understand that, due to a flight being cancelled, you were unable to pick your car up at the time you scheduledWe regret any inconvenience this *** have caused
Upon researching your rental, we found that the reservation booked was a Hot RateThese rates are booked for exact dates and times, not estimatedHere at Hotwire, we are able to secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our website will be used as originally bookedFor this reason, all reservations are booked as non-changeable and non-refundableThis is all stated in the terms of use you agreed to prior to bookingOnce booked, we are not able to make any changes to a reservation
We apologize for any lengthy hold times you *** have encounteredThere are times when the call volume is very high, and we do our best to assist each customer as quickly as possibleWe would like to make you aware that each time you contact Hotwire, your account is noted
Though we are not able to change reservations, you were advised at the time of your call on *** 18, that Hot Rate reservations are held for hoursIf you are not able to pick up your car within that hour hold period due to a flight cancelled by an airline, we are able to refund you for the original reservation once verifiedIf you, can provide us with more information such as the carrier in which you used and the flight numbers, we would be happy to provide you with further reviewPlease contact us at X (XXX) XXX-XXXX, and provide us with a time to best contact you
We strive to exceed our customers' expectations, and we regret to learn that your customer service experience was anything less than excellentWe appreciate your business and look forward to assisting with your future travel needs
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***,
In the end, none of it was an issueI was able to pick up my car a little over a day later from the ATL airport without event
However, I think there are some things to reiterate in an effort to use this event to improve customer service
- Call Center Training - at no point during the calls I placed was I informed that I would receive a refund if I was unable to pick up my car due to a flight cancellationHad this piece of information been relayed to me, the issue wouldn't have been escalated
- Call Center Capacity - while I appreciate the business need to balance cost vsservice level, I think you and I both agree that my hold times were far beyond acceptableWhoever manages your call center needs to build out capacity, look at alternate vendors, etcThere is no world where that type of wait leads to halfway decent customer service
- Culture of Solutions - this is probably my biggest sticking pointGenerally, when I interact with customer care representatives, I give them the benefit of the doubtTheir job is tough, and people who they talk to are generally in a bad moodHowever, they should be empowered to help rather than hinder or repeat corporate speakEmpowering your agents to provide creative solutions to deal with problems will require more thought and scripting, but my guess is that it leads to higher customer sat and retentionHad I felt my concerns were received by your agents, I wouldn't have taken the time to file this Revdex.com complaint
My apologies in advance for having the guff to lecture you about how to run your businessI hope that you take my comments as constructive criticism and look inside your care operation to create a better customer experience and brand

DATE August 18,
Revdex.com
Dallas and Northeast Texas
RE: Hotwire.com Case
Dear Revdex.com,
Thank you for taking the time to contact Hotwire.com 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 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 case number ***) regarding a refund for a recent hotel stay booked through HotwireWe researched this matter further and our records indicate a refund for $was processed on VISA card ending *** on August 4, You should expect to receive this refund within business days from that date depending on your bank institution
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,
*** ***
Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/08/27) */
August 27,
*** ***
*** *** Street Apt ***
*** *** ** 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 stay at the Extended Stay America in Lombard Illinois, on June 17, We understand you are requesting a refund due to being provided a smoking room, and because you were made to wait to get your room when you arrived after 1:00amWe regret any inconvenience this situation *** have caused
One of the ways we're able to provide awesome rates for our Hot Rate Hotels is by booking run of house reservationsThis means that preferences such as smoking or non-smoking, specific locations within the hotel itself, or any other upgrades are solely at the discretion of the hotel if not specifically offered by Hotwire when making the reservationWe guarantee that the room will sleep the number of guests, but bed types and sizes aren't guaranteedWe do, however, offer the option of a smoke-free property when using our amenity filter when selecting the best Hot Rate Hotel for your needsWe encourage you to utilize this fabulous feature in the future
After review of this reservation we found that you did not call in to Hotwire during your stay to voice your concerns or speak with the front deskHaving reached out to the Hotel we have found that you did in fact stay for the entire booking
Based on the above information we will not be offering a refundOur goal is to exceed your expectations and we regret we did not do so on this occasionWe hope to have the opportunity to better serve your needs in the futureFor any other issues we can assist you with, please feel free to contact us directly at 1-866-HOTWIRE (XXX-XXXX)Thank you for choosing Hotwire.)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
I am disappointed at Hotwire's approach to distrusting and disrespecting its customers, and calling the customer a liar
At the time of check in around 11pm, I was told room was not availableHotel guy told me to wait until corporate audit was completed to see if any room was availableThe time of corporate audit was uncertain
When insisted that I had paid, he said to look into itThere were two customersThe first customer got the key to his room, returned running back as somebody else was sleeping in it
Then, I got the room that was unlivable due to full of smoke smellI went down to ask for a non-smoking roomThey did not have anyI being the heart patient, I had to sleepI could not bear the smoking room for a minute and checked out between - pmWhen, I asked for the refund even after paying fair for the one night, they told me the reservation is through Hotwire, only Hotwire could refund the moneyI took a receipt at check out"The hotel registration person made the comment that Hotwire just sells the room, when we even don't have rooms."
While in the room, I have telephone records of calling XXX-XXX-XXXX at 11:07, then I called 2:AM next morning XXX-XXX-XXXX, and finally called at X:XX XXX-XXX-XXXXRealizing I would not get any help, I waited till early morning till 4:am before checking out around 4:30AM
Hotwire saying I never called them without asking the customer, and telling the customer stayed all four days while he didn't are absolute liesAre the lies intentional? I am not sure, but it does show disrespect to customer, absolute disregard to customer satisfaction, and total commitment to collecting customer's money as fast possible by rushing customer to make reservation using a time counter with no refund policyWhile no consideration to a heart patient customer's health related needs for smoking-free room I hope some Government agency looks into such discount service providers for their business practices
I certainly would never use Hotwire again given its care for customersIf Hotwire leadership has any intent of building a lasting business, I hope they learn to trust and respect customers and address their needs, instead of their revenue objectives
Final Business Response /* (4000, 9, 2015/09/17) */
September 17,
*** ***
*** XXXXX
Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to further address your complaint sent through the Revdex.com, regarding your booking with the Extended Stay America - Chicago - Westmont - Oak BrookWe understand that your dissatisfaction remains as you were assigned a smoking room, and only used one night of the reservationAs such you are requesting a refundWe regret any frustration this *** have caused
We understand you had attempted to contact us the night of the reservation, but were unable to get through to an agentPlease understand that sometimes there *** be extended hold times as we are currently at a busy time of year, but we need you to wait until we are able to speak to you to be able to provide assistanceOur Customer Support is open hours a day, and if an issue is not brought to our attention at the time of the occurrence, our options become severely limited
As stated in our previous correspondence, Hotwire does not select the type of accommodations you will receiveInstead, reservations are sent to the hotel, who in turn place you in an accommodating room based on their availabilityOur partners will do their best to make your stay as comfortable as possible
Though we regret that you were unhappy with your room and chose not to complete your stay, the hotel did have accommodations for you for the four nightsWe apologize if the room you were assigned did not meet your needs, but a non-smoking room was not guaranteedIf a non-smoking room is important in your travels, Hotwire.com has an amenities filter that includes a "smoke-free room" option you can select, or regular rates where you can choose a specific room type
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally bookedOnce 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
Based on the information above, we will not honor your request for a refundThe hotel fulfilled the guarantees of the reservation, and has charged full paymentWe 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,
***
Corporate Customer Relations
Hotwire Corporate Office

March 4,
*** ***
*** *** ***
***, CA 9***
In response to Revdex.com Complaint ID ***, customer email address***@gmail.com
Dear ***
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel
reservationI understand you are dissatisfied with your booking because the hotel was sold out and you had to pay for an alternate hotel
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, 5, 2016/01/05) */
January 5,
*** ***
XXXXX *** St
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com regarding your Hot Rate(r) hotel reservation with Ramada Plaza Denver CentralI understand you are dissatisfied with your recent hotel reservation, specifically with its locationAs such, you are requesting for refund
As Hot Rate(r) hotels are final reservations, we strive for clarity on the siteBecause the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be locatedSince exact street location is not revealed until the booking is complete, it is important for our customers to review this mapIn your case, the area selected was "Greater Downtown Denver"I have confirmed the Ramada Plaza Denver Central is located within the green shaded map defining that area
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 Web site, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate reservations
Per the Hotwire Terms of Use, all 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 information above, I am unable to honor your request for refund
We appreciate your business and regret your Hotwire car experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Complaint: ***I am rejecting this response because: I was offered by Hotwire to cancel the reservation and have me rebook at another property at a last minute priceMany properties would have been too expensive at this pointI do not believe that the responsibility sits with the hotel or me as statedI believed our agreement was to have a room that would accommodate people normallyI do not fee that a pull out bed meets that agreement Also I believe that most people would understand that it isn't reasonable to have a family look for a hotel late the night they would need it as it is difficult to find, expensive and time consumingI booked the hotel early in order to get a good rate and not worry about finding accommodations. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/31) */
July 31,
*** ***
*** *** *** Dr
*** ** 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 Hertz for *** 6, We understand that you are requesting a refund for the additional charges and a refund of the original booking that you usedWe regret any frustration this *** have caused
After reviewing this situation, we can confirm you booked the car reservation with us for daysHertz was showing the booking for only days and then charged you $for the third dayIn this situation we will be refunding you the $that Hertz charged youHowever, we will not be refunding the reservation that was usedThe refund can take 7-business days from today
We apologize for the time it has taken to resolve this issueWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response from the business because all I was looking for was the refund of the extra chargesBecause of the time it took and all of the disregard to my issue is why I filed this claim in the first place

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2,
*** ***
*** *** View ** Apt XXXXX
*** *** *** ** 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 Hot Rate(r) car reservationI understand you were dissatisfied with your recent car booking because you were not allowed to change the date or extend your reservationAs such you are asking a full refund
Hotwire services two types of car rental reservations: Hotwire Hot Rate(r) and CarsWith Cars, you are only reserving the rental on our Web site; the actual charge for the reservation will come from the agency at the time of your reservationOur Cars can be cancelled at any time without penaltyOur Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundable
We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a Hot Rate(r) reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate(r) reservations
Upon reviewing your Hotwire account, I confirmed the type of rental you booked is a Hotwire Hot Rate(r)Based on the information provided above, I am unable to honor your request to refund your car reservation
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 7, 2015/09/15) */
September 15,
*** ***
***
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 Ramada Inn Conference Center / Coliseum in Greensboro, NCWe understand that this reservation was booked with the wrong name, and that you were dissatisfied with the hold times and level of service when you called in regarding this issueWe regret any frustration this situation *** have caused
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait timesIn addition, we regret 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 contacted the hotel and confirmed that they were able to get you checked in with no problemsWe hope you enjoyed your stay with the Ramada Inn Conference Center / Coliseum
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
Initial Consumer Rebuttal /* (3000, 9, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
today I tried to reach out again to talk to *** and yet had an agent for min tell me that he was gonna help me with this reservation that after I called and had two rep hang up on me
Final Business Response /* (4000, 11, 2015/10/04) */
*** ***
*** XXXXX
Re: Revdex.com Case#: XXXXXXXX,
Itinerary Number: XXXXXXXXXX
Dear ***,
Thank you for the opportunity to re-address your concerns as sent through the Revdex.com, regarding your booking with the Ramada Inn Conference Center / ColiseumWe hope that you enjoyed your stay at the hotelI apologize for any inconvenience or frustration regarding the hold time and level of service that you experienced
We were experiencing high call volumes which were driving our wait timesWe are working to correct this as quickly as we canAdditionally, we regret any treatment that was anything less than exceptional
I have noted your concerns and can assure you this particular matter concerning quality will be handled appropriately internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
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 (468-
Sincerely,
***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 13, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Can u call me

December 20,
*** *** *** *** ***Marietta, GA 30062In 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 hotel reservation with Laterra ResortThank you for allowing us time to review the matterWe appreciate your patience
Upon further review, we made a final contact attempt to the property, however it was still unsuccessful
Despite that, we honored your refund requestA refund was processed today in the amount of $Refund typically takes one to two business day and is up to your financial institution as to when the funds will be available for use which typically takes five to seven business days
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 Business Response /* (1000, 5, 2015/05/28) */
*** 28,
*** ***
*** *** ***
*** *** ** 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 to your reservation with the Extended Stay America - Austin - Arboretum - NorthI understand that upon arrival to the hotel, you were informed they were overbooked, and you were directed to another hotel, which did not meet your expectationsWe regret any concern or inconvenience this situation *** have caused
Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsUnfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold datesWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involvedIn the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer
We processed the full refund for your reservation in the amount of $on *** 24, You will receive an email confirming this refund has been processed
Additionally, we credited your account with HotDollars to compensate for this experienceEach HotDollars is equal to one US dollar on the Hotwire site, and can be used toward any Hot Rate hotel or car rental reservationHotDollars will expire exactly one year from the date they are applied, in this case, *** 24, You must be logged in to your Hotwire account to use themThe option to use this credit is located on the last page of the booking process right above the billing informationOnce you check mark the box that says "Yes I would like to use my HotDollars" it will automatically deduct that amount from the total costYou will receive an email with more information about your HotDollars
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 /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you
Please also keep in mind that addressing the customer service department would be ideal as considering the reps hanging up on me and making it difficult to talk to someone about, caused this to be even more frustrating

March 15,
*** ***
*** *** ***
***, TX ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your
reservation with Days Inn - Dumas, TXI understand you are dissatisfied with your recent hotel booking because not receiving the $discount you applied in the processAs such, you requested a refund of $20, or a HotDollar credits
Upon review, you request to be refunded $was already honored and refunded back to your account
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

April 13,
*** ***
*** ** *** *** *** ***
*** *** ** ***
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 reservation with Days Inn New Orleans AirportI regret you remain dissatisfied with our response as you feel we misrepresented the hotel in our Web siteAs such, you are still requesting a refund
As previously mentioned, there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we align our rating with our parent company ExpediaBased on this, we are unable to honor your refund request
For us to further investigate, please send us the photos you mentioned in your complaintYou may send it at ***Process takes to business days upon receiving the documentsYou will be notified via email with the result of the review
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 RelationsHotwire Corporate Office

June 7,
*** * *** *** *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with *** *** * ***I
understand you are dissatisfied because of not receiving the refund in the amount of $we promisedWe appreciate your patience regarding this matter
Upon review, I confirmed you refund was processed todayYou should receive an e-mail confirmation regarding the processed refundPlease be reminded, refunds take one to two business days to process 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 Business Response /* (1000, 5, 2016/02/05) */
February 5,
*** ***
*** *** *** RD **
*** ** 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 Hilton MeadowlandsI understand you are dissatisfied with your recent hotel booking because you were charged in USD as you expected to be billed in CADAs such, you are requesting to refund the fees associated with it
At Hotwire, we strive for clarity on our Web siteBecause customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, total amount by currency along the booking pathUpon completing the booking on our site, a confirmation page populates disclosing the full booking details
After checking your account, I confirmed you booked the reservation on our Mobile Application for the AndroidOur Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed inPrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of 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, 2015/08/07) */
August 7,
*** ***
*** *** Drive
*** *** 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 Quality Inn & Suites Eagle Pass ** August 7, in Eagle Pass, TexasWe understand that you are dissatisfied with your reservation, as you do not agree with the 2.5-star ratingAs such you are seeking a full refundWe regret any concern this *** have caused
We would like to clarify how the star-ratings are assignedPlease understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customersOur customers provide Hotwire with over half a million hotel reviews every yearIf the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the ratingIf a large percentage of our customers think the star rating should be higher, Hotwire *** then raise the hotel's ratingWe assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basisGiven these factors, the Quality Inn & Suites Eagle Pass ** listed as a 2.5-star hotel on Hotwire
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
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable
Based on the above information, we are not able to honor your request for a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/09/02) */
September 2,
*** ***
*** *** *** **
*** ** XXXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***:
We are writing in response to your correspondence with Hotwire
and the Revdex.com regarding your hotel reservation at the Holiday Inn Express - Philadelphia East - Penns LandingSpecifically, you state that the hotel has offered you a refund for one of your rooms but you have not received itAs such, you are requesting that we apply this refundWe regret the frustration and inconvenience this created, and appreciate the time you took to express your concerns
During the conversation you had with our Customer Care agent on August 17th you were advised that we needed to confirm with the hotel that they had made you this offer and that if confirmed you would be refunded in to business daysWe have reviewed your account and can confirm that business days later on August 31st your account was refunded a total of $
If at this time you do not see this refund please reach out to your financial institution for information regarding when they will be releasing the funds to your accountWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate office

Initial Business Response /* (1000, 10, 2015/10/23) */
October 21,
*** ***
***
In response to Revdex.com Case number XXXXXXXX ,Hotwire Itinerary Number XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the
Revdex.com regarding your hotel reservation in Cary, North CarolinaWe can see that you are seeking a full refund of the booking cost based on the savings received
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 handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
Allow me to assure you we work hard to negotiate the lowest rates with our partnersWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesWithin hours of booking on Hotwire, if you find a lower total for the same agency with the same travel dates, times and same type of hotel reservation outside of Hotwire.com, we will refund you the difference
As we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demandUpon completing the booking, you lock in the rate available at that timeOur Terms of Use specify that the hotel reservation is final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold inventory
We have reviewed your account and can confirm that you were given a refund in the amount of $for the Low Price Guarantee ClaimBased on the above information we cannot offer any form of compensation to your account apart from the Low Price Guarantee 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 Business Response /* (1000, 6, 2015/09/01) */
September 1,
*** ***
*** ** *** Terrace
*** *** *** 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 Four Points by Sheraton Downtown on August 22, in Tallahassee, FloridaWe understand that the room you were assigned had a cracked ceiling, which allowed water to leak into your bathroomYou are seeking a refund for the first night's stayWe regret any inconvenience this situation *** have caused
We expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working orderHotwire has verified with the hotel the condition of the first room you were assignedYour refund has been approved in the amount of $and will be credited back to the form of payment used at the time of bookingPlease allow seven to business days to process the refundAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company
We have already compensated your account with HotDollars, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel
A 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 25, We will be more than happy to answer any additional questions you *** have
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 the number below so that we *** work with our hotel partner to resolve the issueWe are available hours a day, seven days a week for all your travel needs; we hope to have the opportunity to better serve your travel needs in the near future
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, 9, 2015/09/01) */
Update #I received an email today confirming that the requested refund has been issuedI now consider this case closed

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16,
*** *** ***
XXXX XXrd 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 booking with the Clarion Hotel La Crosse in Texarkana, ArkansasWe understand that you had a change in travel plans, and were not able to use the reservation as bookedAs such you are seeking a refundWe regret any frustration 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
In consideration of the above information, we are not able to honor your request for a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations

Check fields!

Write a review of Hotwire

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Hotwire Rating

Overall satisfaction rating

Address: 17551 15th Ave NE, Seattle, Washington, United States, 98155-3801

Phone:

Show more...

Add contact information for Hotwire

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated