Hotwire

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 will wait 7-business days for my refund of If I do not receive my refund in this time-frame I plan to re-open the case for further action
I also suggest investment in quality improvement and customer care training for your "travel specialists" to avoid future "confusion"Sincerely, *** ***

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 sent through the RevDex.com, regarding the reservation at the Hotel Royal Bergere on November 21, in Paris, FranceI understand you did not make this reservation, and have claimed it is a fraudulent bookingAs stated in your letter, you would like to have a full refundWe regret any concern or inconvenience this has caused
Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any detailsWe apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's securityOur Risk Management team has investigated the fraud claim, and has found no evidence of fraudulent activityWe recommend you follow up with your financial institution
We hope this helps to clarify that this was a security measure taken to help protect our customer's informationThank you for choosing Hotwire
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called and left numerous messages with Hotwires Fraudulent team, no calls have been returnedI cannot log in using my email address to access this account because it has been deactivated by hotwire, I call the number and they refer me back to the fraud line, which no one answersI am stuck in an ugly circle that no one is willing to help me onI work full time in Clovis California, I have no trips to Europe plannedMy card is still frozen by my financial institution so no activity can happen on itThis "reservation" isn't until November, so why can't a refund be issued, and if no refund can you give me access to it and I will try and sell it utilizing Craigslist or some other method?
Final Business Response /* (4000, 9, 2015/09/03) */
September 3,
*** ***
*** 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 Hotel Royal Bergere on November 21, in Paris, FranceWe understand that you believe this to be a fraudulent reservationYou are seeking to cancel the reservation for a refundWe regret any inconvenience this situation *** have caused
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 reservation is confirmed, the details of your booking and our payment information are 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 reservations
Based upon the above information and the research that has been completed by our Risk Management team, we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the future
Thank you for choosing Hotwire
Sincerely,
*** ***
Hotwire Corporate Customer Relations

April 20,
*** * *** ** *** *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
Thank you for the opportunity to address to your concerns as sent through the Revdex.com,
regarding your reservation with PaylessI understand you are dissatisfied with your recent car bookingAs indicated in your letter, you booked for a One Way Rental, however at the time of pick-up, you learned that your reservation was booked as roundtripAs such, you requested a billing adjustment for having to rebook for a higher rate
According to our records, you booked a Car reservationIn Car bookings, you see the name of the car rental company and the price before you book the carThese bookings can be for downtown (city) and Airport locationsIn these cases, Hotwire makes a reservation for you with the rental car company and estimates the charges based on published rates, taxes, and feesYour account will not be charged when the reservation is madeCharges will be billed by the rental car company when you return the carThese reservations may be cancelled at any time without penalty
At Hotwire, we strive for clarity on our Web siteWe make sure to point out booking details such as reservation dates, times, location(s) along the booking pathUpon completing the booking on our site, a confirmation page populates disclosing the full booking details
On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of UseWe also message that by clicking the “Book Now” button you are accepting the Terms of Use.Based on the information above, I am unable to honor your refund requestWe appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,*** ***Customer Care RelationsHotwire Corporate Office

(The consumer indicated he/she DID NOT accept the response from the business.)While I appreciate the eventual response, it was not timely and it did not address the healthy issues of bed bugs and roaches that were posted concerning the propertyIn this case, Hotwire cannot guarantee a clean room, as stated in their responseI'll also note that I still see no contact information for VIP customer support, which was the reason for me to inquire through the Revdex.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 6, 2015/07/22) */
July 22,
*** ***
*** *** *** Lane, Apt ***
*** ** 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 Clarion Inn Historic Strasburg InnWe understand you are dissatisfied with your booking results, as you state that you booked a 3-star hotel, and received a star propertyAs such you are seeking a refund of the reservationWe regret any concern this *** have caused
As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, Clarion Inn Historic Strasburg Inn is listed as a 3-star hotel on Hotwire
We have checked other well-known travel sites, and found the 3-star rating for this hotel to be fairThe Clarion Inn Historic Strasburg Inn is listed as a 3-star property on Kayak and Orbitz as well
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 improvementsCustomer 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 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

Complaint: ***
I am rejecting this response because: When I spoke with the customer service rep I was told that the hotel was contacted while I was on holdThen at they point I was told that I wouldn't get a refund because I didn't contact hotwire about that hotel conditionsThat is a generic response scripted almostThis is not acceptable to be able to keepa customers money when there was a early check outUnacceptable and inappropriate, unappreciated
Sincerely,*** ***
*** ***

Initial Business Response /* (1000, 5, 2015/08/28) */
Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any detailsWe apologize and understand that this
can be inconvenient at times, but would like to assure you it is in the best interest of our customer's securityOur Risk Management team has investigated the fraud claim, and has found no evidence of fraudulent activityWe recommend you follow up with your financial institution
We hope this helps to clarify that this was a security measure taken to help protect our customer's informationThank you for choosing Hotwire
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the SIMPLE fact that someone used my identity, Nd my cArd information to book a room thAt was never checked intoI am the one that lost the $269.75!!! If reported misuse of my cArd and told you it wasn't me this isn't something thAt needs to be tAken lightlyFor ***'s sake, if I wouldn't of received N *** I would've lost It all but upon receiving it I notified you, the business, immediatelyNow I want my money bAck in this mAtter ASAPOr I will have to take steps in going to the media about thisYour supposed to help victims of fraud
Final Business Response /* (4000, 9, 2015/09/03) */
September 3,
*** ***
*** *** Lane ***
*** *** 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 Extended Stay America - Dallas - Greenville Avenue on August 24, in Dallas, TexasWe understand that you believe this to be a fraudulent reservationYou are seeking to cancel the reservation for a refundWe regret any inconvenience this situation *** have caused
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 reservation is confirmed, the details of your booking and our payment information are 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 reservations
Based upon the above information and the research that has been completed by our Risk Management team, we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the 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 XXX-XXX-XXXX
Sincerely,
*** ***
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/09/15) */
September 15,
*** *** 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 cancelled car rental booking with BudgetWe understand that you are seeking a return of the funds paid for the car rental damage protection offered by our third-party provider, Allianz Global AssistanceWe regret any concern or inconvenience this *** have caused
In order to obtain a $refund for the car rental damage protection that you included with this booking, we ask that you contact Allianz Global Assistance directly, as we do not retain these fundsThey can be reached at X (XXX) XXX- XXXXIn order to identify your policy, please provide them with the policy number HXXXXXXXX when you call
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, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As my complaint makes clear, I am not seeking a refund but rather an end to a deceptive business practice that requires consumers to take the additional step of canceling insurance after the reservation has been canceled so that they're not charged for insurance on a car they didn't rent, as I wasAllianz might be a "third-party provider" legally, but consumers have to call the same Hotwire number to cancel the Allianz insurance and only if they're lucky enough to catch the deceptive charge on their bank statementI do not accept a response that doesn't address this practice and take steps to emend itThank you
Final Business Response /* (4000, 9, 2015/10/02) */
September 23,
*** ***
***
Re: Case Number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your recent car reservation in Manhattan, New YorkI understand you were frustrated that you had to call Allianz Global Assistance to secure the refund for the car rental damage protection
Allianz Global Assistance is a separate entity and is independent of Hotwire being a third party insurance providerHence, when a cancellation is processed for various reasons, the insurance is not automatically cancelled and contact to Allianz is required
As explained to you previously by ***, Hotwire Corporate Customer Relations, we request you to contact Allianz Global Assistance directly as we do not retain these funds nor are we able to discuss their specific policies
We do place great value on your comments and appreciate you taking time to provide us with feedbackCustomer 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 better serve you in your future travelsIf you have any questions or concerns at any time, please feel free to contact our 24-hour Hotwire Customer Care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Customer Care Relations
Final Consumer Response /* (4200, 11, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for your response, but you're still not addressing the central issue here, which is transparency; you're describing the status quo, and I'm trying to explain why the status quo needs to be changed so that consumers understand the steps they need to take to cancel, as your site claims, 'without penalty.'
At the very least, it needs to be prominently displayed that insurance must be canceled separately at the point of reservation, and again there needs to be a reminder at the point of cancelationOtherwise, consumers will think they've canceled and then see - or not see - a mysterious charge on their bank account
Also, Allianz might be a separate entity legally, but I had to call the Hotwire phone number a second time to reach them, after seeing the charge on my bank account weeks laterIf there is this level of coordination, surely you can manage to let consumers know what they need to do to avoid being charged for something they did not use
A satisfactory response will detail what changes have taken place to protect consumers from unnecessary and unwanted charges
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/15) */
June 15,
*** ***
*** ***
*** ** 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 Golden Tulip Andalucia Golf TangerWe understand that you do not agree with the star-rating for this hotelYou also state that you did not intend to book the reservationWe regret any concern or frustration this *** have caused
With regard to the star rating, as there is no standardized calculation for this, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, the Golden Tulip Andalucia Golf Tangeris listed as a 5-star hotel on Hotwire
We checked other sites, and found the 5-star rating for this hotel to be consistentWe have included below the current star-rating for this hotel on some other well-known travel sites:
Tripadvisor 5-star
Booking.com 5-star
Hotels.com 5-star
Expedia 5-star
Kayak 5-star
Priceline 5-star
Trivago 5-star
Agoda 5-star
Travelocity 5-star
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 feedbackCustomer 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, your reservation with the Golden Tulip Andalucia Golf Tanger stands as originally booked
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

June 22,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***We regret any inconsistencies that may have been included in our response and how the issue may have been interpretedIt is never Expedia's intent to mislead or to cause inconvenience to our clients
Again, 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,
*** ***
Corporate Correspondence Team

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23,
*** ***
XXXXX *** Rd.**
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary number XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com regarding your reservation with Travelodge Aberdeen in WashingtonI understand your dissatisfaction stems from the refund request that was initiated in September
First, allow me to apologize for any inconvenience or frustration this has caused youI appreciate you took the time to express your concernsCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
Allow me to assure you this experience is not typical of what our customers can expect when booking with HotwirePlease accept my sincere apologies along with a credit of HotDollars for the delayWe applied this credit to your account under ***@comcast.netHotDollars are equivalent to US Dollars when used to book Hot Rate(r) Cars rentals and Hot Rate(r) Hotels reservationsYour HotDollars will expire one year from the date of issue, December 22, Regarding the refund, please give us 1-business days to process the refundYou *** contact your financial institution as to when the funds will be available for use
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received an email from Hotwire offering a refundI am 100% happy with them refunding my money

Complaint: ***I am absolutely rejecting this response. I did not book a resort nor did I ask for any additional services such as parking. I would expect to pay for those. Room service and restaurant meals are acceptable and expected additional charges. A pool and fitness center listed as amenities insinuates that they come with the reservation. I have never had to pay for a pool at a hotel before. I don't know anyone who has done soIf you listed pillows in the amenities, I wouldn't expect to have to pay for those either. That in conjunction with the fact that the hotel is at the absolute outside border of the shaded area makes it a rather shady and dishonest Hot Rate.
You also failed to address my previous hotel stay mentioned in the complaint. Again, the hotel was not accurately portrayed calling it "Golf Nearby" when you're referring to a Putt Putt center? Saying it's Near Beach when it's in fact further from the beach than most hotels in the area. Our stay was miserable
And I have not even asked for any compensation for that stay. All I ask is that you cancel my current reservationI would even accept credit or book a different hotel through you. The hotel chain I am booked into has numerous additional hotels significantly closer to the area I requested at similar price points. I would even accept booking in one of those!
But the response you gave is not acceptable.Sincerely,*** ***

Initial Business Response /* (1000, 6, 2015/09/02) */
September 2,
*** ***
* *** 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 Park Hyatt Washington on September 26, in Washington, DCWe understand that you are seeking to a have a full refund for this reservation due to the cancellation of the event you were planning on attendingWe regret any frustration this *** have caused
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 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 this reservation
Based upon the above information, we will not be honoring your request for a full refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the 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 /* (3000, 8, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sad that after an almost year run and thousands of dollars spent with your company that this will be coming to an endThe reservation is still
Final Business Response /* (4000, 10, 2015/09/08) */
September 8,
*** ***
*** XXXXX
Re: Revdex.com case #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking at the Park Hyatt Washington for cheSeptember 26, and check-out September 27, We understand that you had a change of plans and will not be able to use this reservation; as such you are requesting a refundWe regret any frustrations this *** have caused
As stated in our correspondence, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally soldHotwire prepays for this reservation at the time of bookingOnce 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 notHotwire explains at the time of booking that all bookings are final with no refunds, changes or transfersWe ask you to confirm you have read and understand this in order to complete the bookingA review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking
We understand not everyone is willing to risk booking a nonrefundable reservation, which is why we offer our regular Hotel Rates on our websiteThese rates allow you to view the names of the hotels and their cancellation policies prior to bookingYou will note, those are not as deeply discounted as Hot Rates, but they give you the flexibility to cancel
In consideration of the information provided, we are not able to honor your request for a refundWe appreciate your business and regret your Hotwire experience was anything less than exceptional
***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/07/26) */
July 26,
*** ***
*** *** Circle 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 booking with the Extended Stay America - Charlotte - AirportWe understand that the hotel's airport shuttle does not run on weekends, and as such you are seeking a full refund for the reservationWe regret any concern or inconvenience this *** have caused
When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each propertyCustomers are able to choose the place they want to stay based on amenities that best suit their needsIf the amenity is listed, we guarantee it is found at the hotelHowever, as stated in the Hotel Booking Rules and Restrictions, we are unable to guarantee the amenities will be in service at the time of your stayIn the Amenity Guide we relay the following description regarding the "Airport Shuttle" amenity:
Property offers transportation to and from the airportShuttles *** run during limited hours or require a reservation; an additional charge *** apply
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 Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I specifically searched airport shuttle when I booked my hotelIf it does not run every day it should not be listed in the filter for airport shuttleThis was the only reason I stayed at the hotelI was dropped off and needed to go to the airport in the morningThe service was not offered on the weekendIf it is not offered on the weekend or should not show up in the filter on the weekendThis caused me to spend extra money taking a taxi that I shouldn't have had to take
Final Business Response /* (4000, 9, 2015/08/11) */
August 11,
*** ***
*** XXXXX
Re: Revdex.com #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking at the Extended Stay America- Charlotte- AirportWe understand that you purposely booked this hotel because it had an Airport shuttle amenity, but the hotel's airport shuttle does not run on weekendsAs such you are seeking a full refund for the reservationWe apologized for any inconvenience this *** have caused
As the previous agents reiterated, when you search for an amenity, the only thing we are able to guarantee is that the hotel does offer that particular amenityHowever, we are not able to guarantee the days and hours of operationWe are sorry that this hotel airport shuttle is not scheduled to run on weekends and you had to take a taxi
Knowing that not everyone is willing to risk not knowing where they are staying, we also offer hotels bookings that allow you to view the names of the hotels (Standard Rate Hotels)With those selections, you are able to choose the hotel of your choice and know exactly where the hotel is before your book itIn that case you will be able to call the hotel to confirm the hours of operation for the shuttle before booking
We are able to get our great low rates because we guarantee payment to our hotel partners on all our Hot RatesWhether you cheor not, Hotwire still has to pay for the bookingsAs a result we won't be honoring your request for a full refund
We appreciate your business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This should not have been listed as having an airport shuttle if it did not have a shuttle on the day I booked the hotel roomThe excuses being provided are unacceptable and I have received absolutely no customer serviceThis company is unwilling to even meet me half way to cover the cost I had to pay out of pocket for a taxiI will never book rooms with this company again

Initial Business Response /* (1000, 5, 2016/01/04) */
January 04,
*** ***
*** *** ***
***, ** ***
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 at the Ramada Lakeland in FloridaI understand your dissatisfaction stems from the savings you receivedAs such you are requesting a full refund
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 agency with the same travel dates, times and same car type outside of Hotwire.com, we will refund you the difference
Based on the above information, 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, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I did find lower rates than hotwire within hoursI found lower rates for the same hotel on hotels.com
Final Business Response /* (4000, 9, 2016/01/27) */
January 27,
*** ***
*** *** ***
***, ** ***
In response to Revdex.com case number ***,
Hotwire Itinerary ***
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate(r) hotel at the Ramada Lakelandin FloridaI understand you are requesting for refund as you found a lower rate for the same hotel in another Travel Site and you find the savings in our site misleading
Allow me to further clarify how the savings provided on our site was derivedSavings 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 datesDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityI apologize if our site led you to the assumption that savings provided was based on a hotel's regular rate as this was not our intention
Upon further investigation, I looked into your account and find no records of claim for our Low Price GuaranteeHowever, if you have a screenshot of the lower rate you found in a different booking site with the time stamp showing it is within the hour timeframe, please send it to ***Allow us 7-business days to review and process it for a possible refund of differenceWithout this documentation, we are unable to honor your request for refund
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

Complaint: ***I am rejecting this response because I believe the Hotwire customer service representative had misunderstood my inquiryI am not talking about a Hotwire promotionI am talking about affiliate marketingCouponcabin is supposed to receive commission for my purchase from HotwireHowever, the commission that was promised was reversed by Hotwire even though I had made the purchase by clicking the link through Couponcabin and did not make any modificationsTo get to the bottom of this issue, the Hotwire representative needs to consult someone in their affiliate marketing department. Sincerely,*** ***

March 18,
*** *** *** ** * *** *** ** ***
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 Residence Inn at Anaheim Resort/Convention CenterI regret that you have to wait for your refund this long
I agree that this is taking longer than usualAgain, we would like to apologize for the inconvenience this has caused you
I understand you said that on January 31, 2017, you e-mail us your banking information that we requestedAccording to our records, Hotwire did not receive anything of that information
We are eager to have this resolved for you as soon as possiblePlease resend the information to ***
- Traveler's name
- Complete mailing address
- Bank ID (IBAN) or SWIFT Code
Our goal is to exceed your expectations; 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, 2015/11/10) */
November 10,
*** ***
** *** *** ***
*** *** ** *** ***
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 Rome Kings RelaisI understand you are dissatisfied with your recent hotel booking because you received a bed and breakfast propertyAs such, you requested a refund
At Hotwire we strive for clarity on the siteWe provide information regarding the different lodging types we service, in addition to the amenities we service in our Help CenterA link to our Help Center is located on the top of every page on our siteAlso, in the event a customer has any inquiries it is recommended to contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our travel specialists are available 24/and are dedicated to answering any questions you *** have before or after you make a reservation
We understand star rating is one of the top drivers in determining a customer's hotel selectionWe want our customers to understand and trust the Hotwire brandTo ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordinglyWith that, we are confident the current 4.0-star rating of this property is an accurate reflection of its overall quality
I recognized that our customer service representative applied Hotdollars which was the 25% of your reservation total charge, this was after verifying the hotel is a bed and breakfast type propertyWhere are we going with this statement?
After further review, I can see that the hotel was fully utilizedAs such I am unable to honor your request for a refundBased on the details of your experience, I feel that Hotdollars is adequate compensation in regards to this matter
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 9, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed the response from *** *** I would like to address the fact that Hotwire put us up in a bed and breakfast, and not a star hotel as promisedHotwire has admitted to this and said that they rely on their parent company ExpediaRelying on your parent company is not doing your due diligence, and when you decided to do your due diligence by calling the property you discovered that this is in fact a bed and breakfast, and not a hotel!!!! And how you could be comfortable with a star hotel rating of this property is beyond me, it is very odd that you try to justify the rating of the bed and breakfast, when I was being sold a HOTELThe definition on the Hotwire site of a star International hotel is as follows, 'These distinguished establishments offer a consistently high level of serviceAccess to deluxe amenities will make your stay comfortable and convenient.' So, on the topic of clarity as Ms*** refers to, is not clearClick on the hotel tab, pick your star rating and confirmSo we selected a hotel with a star rating and we received a bed and breakfast with little to no amenitiesWe did the same thing for the two other hotels on our trip, one in Venice and one in EnglandNo complaints from us as they were exactly as promised
She also mentioned that we did stay at the hotel for the durationWe were on a long trip in a foreign country, in a foreign city, and at a bed and breakfast with no telephone, no lobby, no front desk attendantA star hotel would have had all of this, and we wouldn't be in this situation
In conclusion, Hotwire should shoulder responsibility for misleading us about the propertyPutting us in a bed and breakfast, is both fraudulent and misleadingCollecting money from us, when you yourselves had discovered the property was not a hotel, and then trying to justify that, certainly defies explanationWe would accept $cash and not hotwire dollars
Final Business Response /* (4000, 11, 2015/12/01) */
December 01,
*** ***
** *** *** ***
*** *** ** *** ***
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire regarding your reservation at the Rome Kings Relais in ItalyI regret you remain dissatisfied with your Hot Rate(r) hotel reservation, as you feel that the $Hotdollar credit was inadequate compensation for this kind of issue
There is currently 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 hotelTo 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 feedback
I can assure you this experience is not typical of what our customers can expect when booking with HotwireBecause contact was not made to us until after the reservation dates, please understand our options were limitedAt this time, I am unable to honor your request for a full refund and feel that the $HotDollar credit is an adequate compensation as you were able to use the reservation
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, 13, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, Hotwire still does not understand their error, yet they admit that they were wrongIt is simple, I selected a star hotel, and Hotwire put me up in a Bed and BreakfastThat is the point and they seem to keep using the word 'hotel' when referring to the Rome Kings RelaisThe Rome Kings Relais has stated that they are not a hotel, and Hotwire in an email to me has stated that the property was a Bed and Breakfast and not a hotel!!!! Need I remind everyone that this is the center of the problem!!! star hotels, have restaurants, telephones in the room, security and a hour front deskThis is just scratching the surface of what a star hotel should provide, and none of this was provided
We have given our best solution in our last response, for what we believe is fraud, and I do not use that term lightly

July 13, *** *** ** *** *** ** *** In response to Revdex.com Complaint ID *** Hotwire Itinerary numbers *** *** *** Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding
your Hotwire hotel and car bookingI understand you are dissatisfied because your hotel and car reservation was cancelled without your notice In review of your account, I confirmed that your transactions were cancelled by our Risk ManagementHotwire has determined that its decision to cancel your bookings and deactivate your account were warrantedUnfortunately, your transactions fall outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your booking The account utilized to book the reservations were refunded and will not be charged Please be reminded that prior to completing your booking, you selected a box stating that you read, understood and accepted Hotwire’s Terms of UseIn the Terms of Use, Hotwire specifies the following, "User access to all or part of this Site may be terminated or suspended at any time, without notice and for any reason." 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 *** Best Regards, *** *** Customer Care Relations Hotwire Corporate Office