Hotwire

Initial Business Response /* (1000, 5, 2015/08/22) */
August 22,
*** ***
PO Box ***
*** *** 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 Wichita Inn North on August 21, in Wichita, KansasWe understand that you were unhappy with your recent Hot Rate(r) booking because you preferred a different area for the hotel, and felt the savings listed were not accurateYou are seeking a refundWe regret any confusion that *** have occurred during your booking process
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 determinedWe strive for clarity on our siteTo 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
As Hot Rates(r) are final reservations; we provide all the information necessary to make the best choice to suit your needsBecause 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 "East Wichita, Kansas"I have confirmed the Wichita Inn North is located within the green shaded map defining that area
If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the bookingAt the time of booking, you are asked to confirm you have read, understand and agree to our Terms of Use which state the reservation is final, with no refunds, changes, or transfers
Based on the information above, we will not be issuing a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
responseHotel was not in the area I selected
Final Business Response /* (4000, 9, 2015/08/27) */
August 27,
*** ***
*** 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 Wichita Inn North on August 21, in Wichita, KansasWe understand that you would prefer a different location for the hotelYou are seeking refund for this reservationWe regret any frustration this situation *** have caused
We have reviewed your account and can confirm that the reservation was booked using the mobile app, on the payment page, we do provide and trip summary to recap the booking, including the mapped area, dates, and chargesThat is the way our customers have a chance to verify all the detailsIf any of the details are incorrect, then you have the option to not continue and go back and correct any issue
In order to complete the booking, you selected a box stating you read, understood and accepted those conditionsIt is also explained on the email confirmation sent at the time of booking that:
All bookings are finalNo refunds, changes or transfers
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred
In consideration of the above information, we are not able to honor your request for a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
None of this is trueAll again

March 28,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #:***
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 flight reservation. We understand *** *** is requesting the refundOn March 20, 2017, we received receipt of the Revdex.com complaint
Our records reflect on September 22, 2016, the customer self-booked a flight reservation for *** ***Travel was on *** Airways, departing September 26, 2016, from Hyderabad, India to Des Moines, Iowa; and returning on January 5, 2017, from Des Moines, Iowa to Hyderabad, India, via itinerary number ***The customer is stating that there was an airline schedule change and that the customer requested to cancel and receive the refund; however the customer has not received the refund
Upon further researching this matter, we can confirm on October 4, 2016, the airline sent a notification of an airline schedule changeAn automated email was sent to the customer
On November 30, 2016, the customer contacted Hotwire via email regarding the airline schedule changeHotwire replied to the customer that the ticket is refundable, minus a cancellation fee of 670.00INR or the customer could change the flight date and the change fee would be 335.00INRHotwire advised the customer to contact us directly for the cancellation or change request
On December 6, 2016, the customer contacted Hotwire to cancel the reservation due to the airline schedule changeHotwire contacted the airline; they advised that the airline schedule change was a minor change of minutes and if the customer wants to cancel Hotwire would need to follow the cancellation policyHotwire advised the customer; however the customer declined
On December 7, 2016, the customer contacted Hotwire to cancel the reservation and agreed to the airline imposed cancellation feeHotwire submitted the refund request to the airline, minus the fee and advised the customer the airline would issue the refund in the amount of $back onto the original form of payment
In reviewing the account, the outbound flight was used and the return was canceledHotwire did submit the refund request to the airline on December 8,
On March 28, 2017, Hotwire contacted the airline; they advised they will issue the refund back to the customer’s form of payment in the amount of $The cancellation fee that was provided to the customer on November 30, 2016, was incorrectThe correct amount is 8670INR//$133.29usdThe refund timeframe is up to 8-weeks; which is a standard for all airlines
Hotwire will issue the refund in the amount of $5.60usd back to the original form of payment due to the customer was advised of the incorrect cancellation fee
We hope the customer understands *** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Hotwire
Hotwire cannot expedite the refund timeframe from the airlines
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
*** ***
Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/05/31) */
*** 31,
*** ***
*** *** 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 with the La Quinta Inn & Suites Ontario AirportAs stated in your letter, you felt mislead by the crossed-out rates provided with the Hot Rate prior to bookingAs such, you are requesting a full refundWe regret any concern this *** have caused
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-changeable
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 Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same response that I received via email and when I calledI did not request a full refund, but the option of being switched to another hotel and even offered to pay the differenceThis tells me that *** didn't bother reading my concern as postedYes initially I requested a refund, but they are still in need of a hotel
Again, if this is the only response they can give me I will refrain from using them in the futureWhile I do like to save money where I can, it's not worth being trickedI will also blog and let others know about the deceiving information on Hotwire! Not pleased with this response at all
The response I received stated that they use an average rate for similar hotels in the area, but again, with the range of the prices for the hotels, there is no way the average could be as high as the highest hotel within that classIt would have fell in the middle which still would not have been 60% offThe website lied plain and simple, but hides behind the little clause instead of admitting an error and taking measures to ensure it doesn't occure againI doubt very seriously if they even researched this particular complaint to see if The numbers were accurateThey choose to give me their rubber stamp response
Hotwire has lost this customer, the people I book for and hopefully more than that by the time I'm done!
Final Business Response /* (4000, 9, 2015/06/14) */
June 14,
*** ***
*** *** Drive
*** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the La Quinta Inn & Suites Ontario AirportYou have requested that your hotel be changed, as you were unhappy with the level of savings you received with this bookingWe apologize for any frustration or inconvenience this *** have causedHotwire takes customer feedback very seriously, and appreciates the time you took to notify us of your concerns
As previously stated, while we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationWe 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
With regard to this reservation our decision remains, we will not be changing the hotel
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, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's too late to change the hotel now, they are already in CaliforniaHotwire took too long to respondI just won't use their site anymoreI don't like being locked in and not able to make changesIt is better that I just find another site for our travel needs

February 7,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: ***
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 Mitul *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr*** is requesting to use the flight creditOn January 30, 2017, we received receipt of the Revdex.com complaint
Our records reflect on January 26, 2016, the customer self-booked a flight reservation for *** *** *** and *** ***Travel was on Turkish Airlines, departing July 29, 2016, from San Francisco, California to Mumbai, India; and returning on September 2, 2016, from Mumbai, India to San Francisco, CaliforniaThe reservation includes the Total Protection Plan, via itinerary number ***The customer is stating their flight was canceled and that the customer would have a flight creditThe customer is stating they have not been able to use the flight credit
Upon further researching this matter, we can confirm on January 25, 2017, the customer contacted Hotwire to use the flight creditThe customer advised he would need to change the last name for his wife *** *** to *** as they were marriedHotwire contacted the airline; they advised they do not allow name changes on the tickets and that the flight credit had already expired
Hotwire advised the customer, the customer inquired about the Total Protection Plan that was purchasedHotwire advised the customer that the policy states the customer may qualify for a refund if the cancellation was due to a medical covered reason only
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies
Turkish Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Hotwire
We hope the customer understands Hotwire cannot honor the request for the flight credit or a refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
*** ***
Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5,
*** *** 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 Mariner Motor Lodge, on August 2, in ***, ***We understand that upon confirmation Hotwire listed the property as accepting guests and older, but the hotel requires a minimum age of As such you are seeking a refundWe regret any frustration this situation *** have caused
Hotwire thanks you for your feedback about the Mariner Motor LodgeWe sincerely apologize about the miscommunication with the required age of check inWe updated our site to accurately reflect our hotel partner's offerings
This reservation has been refunded in fullPlease accept our apologies along with HotDollars, which we added to your Hotwire account under ***@gmail.comOne HotDollar is equivalent to one U.Sdollar in value when used for any future booking on the Hotwire site for a Hot Rate(r) Car or Hot Rate(r) Hotel, and are available for one year from the date of issuance
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 3, We will be more than happy to answer any additional questions you *** have
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, 7, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***,
Thank you for finally responding to this issueIt is sad that I had to get the Revdex.com and Discover involved to resolve this problemThe email I received from Hotwire regarding the refund states that it *** take up to Days to process my refundI find that a little ridiculous that it would take that longEither way, I am happy I am receiving a full refund and appreciate you resolving it to my satisfactionThe "HotDollars" are irrelevant because I do not plan on using your company at all in the futureFor other consumers reading this, if you do not want to risk your vacation, Stay Away from Hotwire.comMy complaint is one of thousandsThey should really reconsider their business practices
So yes I am happy I am getting a full refund but it was a little too late to save my vacation
Thanks
*** ***

July 25,
*** * ***
*** *** *** *** *** *** *** ** ***
In response to Revdex.com Complaint ID 12270703, Customer e-mail address ***
Dear ***
Thank you for the opportunity to address your concerns as sent through the
Revdex.com regarding your failed booking attemptI understand you are dissatisfied because of the funds held for a booking that could not confirmAs such, you are requesting a refund
At Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processed which is a process in the banking industrySince your attempt could not be completed, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policies
We are able to assist a customer in getting a pending hold release potentially expeditedIn order to do so, we must contact the customer’s financial institution to inform them we will not be collecting the funds held for the failed booking attemptBased on the financial institution’s policies, they may or may not honor our request to expedite the releaseYou may contact Hotwire to request a way call with your bankWe are available 24/at (*** *** * ***
Based on the information above, we are unable to honor your refund request as we did not charge you for this transaction
Best regards,
*** ***Customer Care RelationsHotwire Corporate Office

March 31, 2016*** *** *** *** ** *** ** ***In response to Revdex.com case number ***, Customer email ***Dear ***,Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your recent Hot Rate(r) car reservationI
understand you are dissatisfied as your Hotwire account has been deactivated and your funds are heldAs such, you requested a release of funds.Upon reviewing your account, I confirmed that your booking was blocked by our Risk Management TeamThe account is now reactivated and can be used for future reservationsSince the booking was not completed your card was not chargedWhat you are seeing is an authorization on the card or accountThese authorizations occur when we validate your card at the time of bookingMost financial institutions remove authorizations routinely within a few daysFor more information about your specific financial institution's policies and your credit card or account, please contact your bank or credit card companyWe may also be able to fax a request to remove the authorization if you contact Hotwire Customer Care by phone at *** ***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

May 24, *** *** *** *** *** *** ** *** ** *** 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 reservation at the Milner HotelI understand that you are dissatisfied with your recent hotel booking because you were not provided with an accessible room for ADAAs such, you requested a refund At Hotwire, customers can choose the place they want to stay based on the amenities that best suit their needs, such as Accessibility optionsIf an amenity is listed, we guarantee it is found at the hotelWhile we work to ensure the amenities provided upon booking are available, with the limited rooms provided of each hotel property, we recommend customers to contact us for specific request of accessibility accommodations Upon review, we receive a contact only after your reservation datesAs such, our options were very limitedIn the future, for better assistance in situations like this, please contact Hotwire at *** * *** * *** Your refund request in full has been processed as a courtesyPlease be reminded, refunds typically takes one to two 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 Business Response /* (1000, 9, 2015/11/16) */
November 16,
*** ***
*** N *** 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 reservation with the Knights Inn Tulsa I-in OklahomaI understand you are dissatisfied with your reservation, as you feel that the property does not merit the 3.0-star ratingAs such, you are requesting a full refund
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelThe star rating of the Knights Inn Tulsa hotel was most recently evaluated
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIn the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our associates are available 24-and are dedicated to answering any questions you *** have before or after you make a reservation
In reviewing your Hotwire account, I confirmed we extended an exception to refund the booking made through our site to an alternate optionThe refund took place on October 21, and typically takes 1-business days for the funds to return to your financial institutionFrom there, it is up to your financial institution as to when the funds will be available for use
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 11, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***,
This response does not address how the refund was handledI was told I would "only get a refund if I ordered a new hotel through Hotwire, right now"Bad customer service to put the customer in a pressure situation to buy another one of your products based on an error on your part
There *** be no national standard to hotel ratings but there is a reason that you list brands of hotels on your website by star rating to create your own company standardAs a customer I expected you to stand by your own standardsThere is no way that a year-old Knights Inn should be rated the same star rating as the brand new Holiday Inn that I stayed at instead
Your response shows that you simply replied to my complaint and did absolutely nothing to fix the problem in the futureThe Knights Inn is still being sold to customers as a 3-star hotelI understand you have a computerized rating system and you do not actually rate the hotelsHowever, maybe this time you should listen to a customer that went through the trouble to file a complaint for a reason and actually address the issue with action
Final Business Response /* (4000, 13, 2015/12/03) */
December 03,
*** ***
***
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Knights Inn Tulsa I-in OklahomaI regret you remain dissatisfied with the handling of your situationI understand you declined on rebooking and just wanted a refund
Upon checking, I confirmed that you booked a Hot
Rate (r) HotelHot Rate(r) Hotel reservations are booked as non-refundable and non-changeable in order to obtain low discounted rates from our partners
As previously mentioned, Hotwire guarantee cleanliness and comfortable stayIn the event you found any concerns pertaining to the hotel you received, we recommend contacting Hotwire Customer Care at 1-866-468-(HOTWIRE)
Please understand that our Travel Specialist offered to rebook the reservation as an exception to your non-changeable and non-cancellable and non-refundable reservationI apologize if you feel that this process is just a way to get a refundWe recognize this situation is less than ideal and we do our best to work with both customers and our partners to reach a satisfactory resolution based on your situation
We 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 look forward to assisting you further
Best Regards,
***
Customer Care Relations
Hotwire Corporate Office

Complaint: ***I am rejecting this response because: I appreciate the response but what they are failing to realize is that they displayed false/misleading informationThat's what they aren't owning up to and that's where the issue liesthere is a huge difference between "10pm - 6am the day of" and "6am - 10pm"So when the customer is making a purchase based on information how is it the customers fault? Why would an honest business feel the need to do that? I've attached a screenshot of the page where they blatantly lie to you and tell you what the time frame supposedly is right before they gave me a flight that was outside of the timeframe displayed.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI greatly appreciate the businesses attempts to resolve this issue and hope they will bring this to the attention of the rental agency to avoid this from happening in the future.Kind Regards, *** ***

Initial Business Response /* (1000, 5, 2016/01/11) */
January 11,
*** **
*** *** Dr
***, ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customers email ***@gmail.com
Dear ***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com, regarding your transaction with HotwireI understand you were dissatisfied with the property's star ratingAs such, you are asking for credit or voucher for future reservation
I attempted to locate the reservation in questionHowever, I am unable to locate the Hotwire booking with the information you providedI also tried to reach by phone and email without successSo we may locate the reservation you are referring to, please reply with the following information:
- Hotel Reservation Number
- 10-digit Hotwire Itinerary Number
- Email that was used on the transaction
Once we receive this information, we will be able to search further
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue is not yet resolvedI did not receive an email from Hotwire representativesHow should I send the information? Also, where would I find the hotel reservation number?
Final Consumer Response /* (3000, 9, 2016/01/15) */
booking was made through ***@comcast.net
Hotwire itinerary number: XXXXXXXXXX
Final Business Response /* (4000, 11, 2016/01/29) */
January 29,
*** **
*** 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 Radisson Hotel Cromwell in ConnecticutI understand you are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the star rating, as other booking sites rate it differentlyAs such, you are requesting a credit
Please understand, currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceEvery company and travel site has different methods for determining star ratingsTo determine star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedbackWith our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel
Also 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 review
Based on the information above, I am unable to honor your request for a credit on your next booking
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, 5, 2015/08/26) */
August 26,
*** ***
*** *** Avenue ***
*** *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the
Revdex.com, regarding your booking with Quality Resort Chateau Canmore on August 10, in Canmore, ***We understand that when you arrived at the hotel, they were unable to check you in due as they were overbooked for the eveningYou are seeking a full refund for this reservationWe regret any frustration caused by this situation
Unfortunately, overbooking does occur occasionally in the hotel industryIn such situations, hotels 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 involved
Hotwire has processed a refund in the amount of CADon August 25, Funds will be returned to the Visa ending -*** used at the time of bookingThis refund should be processed in 1-business daysAfter 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
In addition to a refund for your Hotwire hotel booking, we added 25HotDollars to your Hotwire account under ***@hotmail.comOne HotDollar is equivalent to one U.Sdollar in value when used for any future booking on the Hotwire site for a Hot Rate(r) Car or Hot Rate(r) Hotel, and are available for one year from the date of issuance
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 24, We will be more than happy to answer any additional questions you *** have
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, 2015/06/20) */
June 20,
*** ***
XXXX-XXX *** Ave
*** ** *** ***
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your stay at the Hera Montagna HotelAs stated in your letter, the hotel is in an unsafe neighborhood and disagree that it is a star propertyAs such, you are requesting a refund of eurosWe regret any inconvenience this has caused you
Upon further review, we found the hotel was within the mapped area labeled "Taksim Square-Istiklal Avenue-Galatasary Lisesi Area" as promisedWe are unable to discriminate against our partners for the surrounding area's condition, as this is beyond their control
In regards to the star rating, as it is not standardized, each website has its own systemBecause of this, it is common to find different star ratings for the same hotel across multiple sitesThis property, for example, is found on Kayak as a star and on TripAdvisor and Priceline as a starHotwire uses its customer feedback as the main contributor to a hotel's ratingWe first incorporate Expedia's star rating, and then based on customer reviews the rating can be increased or decreasedWe hope that you have contributed to this process by replying to our post stay survey
With hot rates, once a reservation is confirmed, the details of your booking and our payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking
Based on the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travels
Sincerely,
*** ***
Corporate Customer Relations
Hotwire Corporate Office

May 16,
*** * ***
*** * *** **
*** ** ***
In response to Revdex.com Complaint ID ***, customer e-mail
address ***
Dear ***,
Thank you for the opportunity to address your concerns as
sent
through the Revdex.com, regarding your booking attempt at
HotwireI understand you are dissatisfied because not being able to book with
Hotwire
After reviewing your Hotwire account, I confirmed the transaction
you mentioned was voidedUnfortunately your transaction fell below our
acceptable risk threshold
Any time you attempt a booking with a credit or debit
card, the card's issuing bank first verifies you have the funds available to
complete the transactionThen, those funds are set aside in anticipation of
the transaction being processedSince these reservations were voided, 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
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
web site, 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 site
Going forward, any future booking attempts on Hotwire.com
will be blocked by Risk ManagementIn addition, all further contacts regarding
the deactivation of your account must be addressed with Risk Management at
***
We appreciate your business and regret your Hotwire
experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

March 21, 2016*** *** *** * *** ** *** ** ***In response to Revdex.com case number ***, customer email address ***Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your failed booking attemptI
understand you are dissatisfied because of the funds held for a booking that could not be confirmedAt Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processedSince your attempt could not be completed, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institution's policies.We are able to assist a customer in getting a pending hold release potentially expeditedIn order to do so, we must contact the customer's financial institution to inform them we will not be collecting the funds held for the failed booking attemptBased on the financial institution's policies, they may or may not honor our request to expedite the release.After reviewing your account, I understand you reached out to your bank and gave us information on what details they need for them to release the pending chargesI confirmed the requested information was faxed on March 1, Please contact your financial institution to determine when the funds will be available for use.We appreciate your business and look forward to assisting you further with this matter.Best regards, *** ***Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/11) */
June 11,
*** ***
** *** Court
*** ** 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 *** Edwards Motel in *** *** *** We understand that you were unhappy with your booking results, as you had read bad reviews of the hotelYou state you arrived at the hotel and found several distressing issues, and checked out after minutes to find other accommodationsWe regret the discomfort and inconvenience this situation caused and appreciate that you took time to express your concernsCustomer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect
Upon review of your account, I see that we processed a full refund of this reservation to your Visa in the amount of $on June 7, We have also added HotDollars to your account as additional compensationEach HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire siteThese HotDollars will be available for use up to one year from the expiration date, or in this case, until June 7, We have sent an email to ***@gmail.com confirming your refund, and another with more information about using your HotDollars
We strive to exceed our customers' expectations, and we regret 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, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because they have returned my moneyBut it is a real shame that even after all this complaints reviews and customer feedback they are still marketing the same hotel as a star property as well promoting them as popular hotelReal shameI wish I could attach hotwire screen shots
The property should be banned from business, and hotwire is still promoting itBig Shame

Initial Business Response /* (1000, 6, 2016/01/04) */
January 4,
*** ***
*** *** *** **
*** ** 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 Ramada Williams Grand Canyon AreaI understand you are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the savings you receivedAs such you are requesting a full refund
We at Hotwire, strive for clarity on our Web siteDuring the booking process, we provide the following disclosure at the bottom of the page:
"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 feesHotwire is different from retail travel sitesWith Hotwire you enter the date and locationHotel revealed only after booking."
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 hotel with the same travel dates, number of guest/s and room/s, 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
Based on the information above, I am unable to honor your request for refund
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

June 7, Laxmirani Laishram *** * *** ***, DC *** 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 a
transaction on HotwireI understand you are dissatisfied because of a transaction that you indicated you did not authorizeAs such, you requested a refund Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraudOur Risk Management department is specially trained to handle these sensitive issuesIf a customer feels a fraudulent booking took place, we provide a service permitting a customer to file a fraud report for further investigationThat being stated, submitting a fraud report does not prompt a refund of the bookingRather, it notifies our Risk Management team fraud has occurredAny pursuance made to get reimbursed for the unauthorized charge must be done through the customer’s financial institution That being said, upon reviewing the transaction in question, I confirmed that a full refund was processed to the original card on June 1, Refunds take one to two business days and is up to the financial institution as to when the funds will be available for use which typically takes five to seven business days Best regards, *** *** Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 9, 2015/10/22) */
October 22,
*** ***
** *** *** Dr apt ***
*** ** 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 car reservation with AlamoI understand you are dissatisfied with your recent car booking as you are unaware that the booking was successfulHence, you requested a refund
At Hotwire, a confirmation page populates immediately after the booking is completedA copy of this confirmation is also automatically sent via emailAdditionally, customers can view their confirmations directly on our site utilizing the "My Account" link; located at the top of every pageIn the event a customer receives an error while attempting to book or does not receive their booking confirmation, we recommend contacting Hotwire Customer Care at 1-866-468-(HOTWIRE) to inquire further
After we review your account, I confirmed that you booked a Hotrate reservationPrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use which states reservation is final, non-changeable and non-refundable
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
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 11, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
Me not receiving a confirmation number or an email is not my mistakeI just thought that the transaction dint go through like it happens sometimesIf there's a next time for me with Hotwire and I have this same issue I ll remember to call the customer care to make sure if the booking was done or notBut for what has already happened someone should help out because it was not my faultIf I don't get confirmation how will I know that at the backend the booking was complete? I knew about this only after I checked my credit card transactions, otherwise I was clue lessCan you please check and figure this out for me?
Final Business Response /* (4000, 13, 2015/11/11) */
November 11,
*** ***
** *** *** DrApt ***
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservationI regret you remain dissatisfied with your recent Hot Rate(r) Hotel reservationYou mentioned you did not receive an email confirmation after bookingAs such you are requesting a full refund, in the amount of $
We strives for clarity during the booking process, we provide several avenues for our customers to find out whether the reservation did go through or notAs mentioned, a confirmation page populates immediately after the booking aside from the email confirmationIn addition, we can also determine if how many attempts did the customer created upon completing the booking
At Hotwire, 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 the 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 we are unable to refund our customers
Based on the information provided above, my decision has not swayedI am unable to honor your request for refundOur goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 15, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they keep repeating themselves, and dont seem to really understand what I m saying at allwhy will someone go through other measures to chk their booking if it dint go thru in the first placeI m totally disappointed and cant keep saying the same thing again and again