Hotwire

Initial Business Response /* (1000, 5, 2015/09/13) */
September 13,
*** ***
*** *** Run
*** ** 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 - *** - *** PlaceWe understand that you were seeking a payment adjustment or refund for this reservation, as there was a fire at the hotel and you only used one night of the reservationWe regret any concern or inconvenience this *** have caused
We have reviewed your account, and can confirm that there was a credit applied in the amount of $125.68, equal a two night refund, on September 5, This payment was made to the card that was used to book the reservation, and was applied when you called in for assistance
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 Business Response /* (1000, 5, 2015/11/19) */
November 19,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns sent through
the Revdex.com regarding the Hot Rate(r) hotel booking you tried to complete on November 3, I understand you were disappointed as your funds were held due to booking failure
After reviewing your account, I confirmed that the Hotwire Itinerary mentioned above could not be confirmedAny 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 Institutions policies
We understand how frustrating it can be for a customer's funds to be held for a booking they could not confirmAs such, we are able to assist a customer in getting a pending hold releasedIn 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 *** or *** not honor our request to expedite the release
According to our records, Hotwire Customer Care reached out to your bank with the above request on November 5, thru fax as requested by the bank representativePlease call Fidelity Bank to check 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 Business Response /* (1000, 10, 2015/10/09) */
October 7,
Revdex.com
Hotwire - Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com complaint #XXXXXXXX) regarding the possible site interpretation and refund request
Our records show on September 4, 2015, Mr*** self-booked a Hotwire hot rate non-refundable flight fare reservation via booking number XXXXXXXXXXX, with a travel date as September 5, for a total of $We understand from Mr***'s complaint, when ticket was purchased he selected flight with specific travel times but after reservation was confirmed times were incorrectThe customer also stated a different flight had to be booked and is requesting a refund for the unused flight reservation
Hotwire's goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matter and as a one-time courtesy a $refund has been processed back to the original form of paymentAs a refund has been given to the customer and the issue has been resolved to Mr***'s desired outcome, Hotwire considers this matter closed
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service

Complaint: ***I am rejecting this response because:
Please refer to my Revdex.com compliant number ***As suggested by Hotwire, we have contacted *** Airlines and after numerous reminders, *** airways says Hotwire is responsible for the refundPlease see the attached response from *** and can you add this response from *** to the compliant so Hotwire can look into this compliant.
Thank you.
Sincerely,*** ***

March 29,
*** *** *** *** *** *** *** *** ** ***
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 *** *** Express Inn BakersfieldI understand that you are dissatisfied because your Low Price Guarantee claim was not honored
Upon review, I confirmed that your Low Price Guarantee was honoredAn amount of $USD was refunded to your accountPlease be advised that refunds normally take 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

Complaint Department
Re: Hotwire Case ** ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mitul ***. We regret to hear Ms*** did not accept our response and/or resolution offered
As previously advised, on February 7, 2016, Hotwire contacted the airline; they advised that no name changes are allowed and that the customer’s flight credit has expired and have no value
Hotwire does not provide Passport/Visa requirements for international travelThe customer’s itinerary does provide a disclaimer for Passport/Visa requirements, which states:
Proof of Citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connection through
During the booking and checkout path on our website, it was disclosed that the airline flight was nonrefundable, non-transferable and name changes are not allowed
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 HotwireHotwire must adhere to the airline’s policies
Hotwire cannot honor the request for the flight credit or a refundHotwire considers this matter as closed and will no longer address this matter any further
We thank you for allowing us to address this matter further
Sincerely,
*** ***
Corporate Customer Service

October 19, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department RE: Hotwire Case *** Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com
allowing us time to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youHotwire is responding to the consumer complaint from Ms* *** *** (Revdex.com ID number ***) regarding a flight reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Hotwire will be able to assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, *** *** Tier Customer Service

Initial Business Response /* (1000, 5, 2016/01/23) */
January 23,
*** ***
** *** Rd
*** *** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer email address ***@hotmail.com
Dear ***,
I am writing in response to your inquiry to Hotwire
and the Revdex.com regarding a car reservationI understand you are dissatisfied with your recent car booking as you thought it was located to piat LAX airportAs such, you requested a refund of the expenses incurred for cab fares and drop off fee
I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information:
- Email address used to complete this reservation
- 10-digit Hotwire Itinerary Number
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, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not give me an email address to reply to
Hotwire Itinerary # XXXXXXXXXX
Final Business Response /* (4000, 9, 2016/02/15) */
February 15,
*** ***
Creston Rd
Ontario Mansfield, OH XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's Email address: ***@hotmail.com
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding a car reservationI regret you remain dissatisfied with your reservation because you are requesting a refund of the $that you spent for the cab fare and drop off fee
Based on the details of your recent booking, you are eligible for a refund of the cab fare in the amount of $as promised by one of our Travel Specialists
According to the original reservation details, what you have booked is a round trip rental which means, you need to piand drop off the vehicle at Olive StPkg Level 1, Los Angeles, CA XXXXXWhile this location was closed, the new location provided was just a few miles away at S Figueroa St., Los Angeles, CA XXXXXSince you dropped off the car at the Los Angeles International Airport, additional charges will applyWhile I understand this may not be the resolution you were looking for, this is my final decision and I am unable to consider your situation for any additional compensation
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
Van Sauza
Customer Care Relations
Hotwire Corporate Office

April 12,
*** *** *** *** *** ** ***, NC ***
In response to Revdex.com Complaint ID ***, customer e-mail address ***@gmail.com
Dear Megan,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a
hotel reservationI understand you are dissatisfied with your booking as you indicated you were supposed to receive a refund of your hotel reservation which was confirmed by the property due to unavailability of rooms
I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information:
- First and last name of the Primary guest
- Email address used to complete the reservation
- 10-digit Hotwire Itinerary Number
Once we receive this information, we will be more than happy to research further.
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

October 24, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department RE: Hotwire Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from *** ***Hotwire is responding to the consumer complaint from Ms* *** *** (Revdex.com ID number ***) regarding a flight reservationAs stated previously, the information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationIf this information is not received, Hotwire will not be able to assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, *** *** Tier Customer Service

Hi, I would like to close the complaint I made for Hotwire
My bank has been able to solve the issue with Hotwire
Thanks,
***

June 24,
*** * *** ** *** *** *** *** ** ***
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 *** *** *** **I understand you are dissatisfied from not being able to refund your reservation after sending documentation
As an exception, I honored your refund request in the full amount of your reservation
Please be advised, refunds take 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 hotel experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 9, 2015/06/04) */
June 4,
*** ***
*** *** Place
*** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX and XXXXXXXXXX
Dear MrSmith,
Thank you for the opportunity to address your concerns as sent
through the Revdex.com, regarding your hotel reservation with the Hyatt Regency Atlanta for *** 15-18, We understand that your complaint stems from the level of service you received when you called our Customer Service line regarding having booked for the wrong number of guestsWe regret any concern or frustration this issue *** have caused
I would like to assure you we are looking into this matterWe apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 11, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is clearly a prewritten response that is addressed to a generic (and incorrect) nameThe issues were not directly mentioned and I'm left feeling like they Hotwire does not care at all about its customers
Final Business Response /* (4000, 13, 2015/06/22) */
June 22,
*** ***
*** *** Place
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***:
Thank you for the additional opportunity to address your concerns sent through the Revdex.com, regarding the treatment from our customer service representatives you received when you called in about the Hyatt Regency Atlanta for *** 15, You are requesting for us to address the issues you previously mentionedWe apologize for any frustration this has caused
To start off, we apologize for using the wrong name in our previous communicationPlease accept our sincere apologizes and deepest regrets for that error
Here at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this caseWe train our agents to be polite and not hang up on our customersWe have noted your concerns and have addressed the issues with the agent to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsWe will do our best to make sure that this never happens again
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent
Sincerely,
*** ***
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/13) */
August 13,
*** ***
PO Box *** ***
NDXXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX and XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Grand Inn Fargo from July 24, to July 26, We understand that you are requesting a refund due to the condition of the room you were providedWe regret any inconvenience this situation *** have caused
After reviewing your reservation, I confirmed you booked a Hot Rate hotelFor Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer booksThese restrictions enable our partners to better manage their unsold rooms
On the final page of the Hot Rate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
All bookings are finalNo refunds, changes or transfers
Your account will be billed for the full amount when you book
After you book, the hotel's name and address will be revealed
Hotels will require a credit card when you check in; debit cards *** not be accepted
You'll pay the hotel directly for additional charges, like room service or resort fees
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed
Sometimes amenities *** be closed for the season or for renovation, though we try to show what's currently available
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 supplier
We researched this issue and found that the hotel did not charge for the second room Itinerary # XXXXXXXXXX in the amount of $66.75, so we will be refunding this full amount to youThe first Itinerary # XXXXXXXXXX they charged one night so we will be able to refund $
While we issue our refunds within one-two days of processing, it is up to your financial institution's policies on when the credit will post to the accountPlease allow one-twobilling cycles for the credit to appear on your billing statement before contacting us in regards to this refundWe are unable to expedite this process
Any further questions regarding the specific timeframe of this process will need to be directed to the financial institution
When there is a problem with a hotel, a guest's effort to gain assistance from the hotel first is requiredIn order to provide immediate assistance, we ask that the guest call us at the time of the issue, should they believe the issue is not resolved to remain within our standards of a "clean and comfortable stay." This allows us the ability to work with the hotel to verify the issue and request that our mutual guest be moved to a room that meets the clean and comfortable stay promiseShould the hotel partner not be able to accommodate the "clean and comfortable stay", we are willing to make a change to another hotel, provide a refund and usually also provide "hot dollars" for a future booking
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I really appreciate it

Initial Business Response /* (1000, 5, 2015/07/30) */
July 30,
*** ***
XXXX-X ***
*** *** XXX-XXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Embassy Suites San Francisco Airport - South San FranciscoWe understand that you are dissatisfied with your reservation, as you do not agree with the 4-star ratingAs such you are seeking a full refundWe regret any concern this *** have caused
We would like to clarify how the star-ratings are assignedPlease understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customersOur customers provide Hotwire with over half a million hotel reviews every yearIf the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the ratingIf a large percentage of our customers think the star rating should be higher, Hotwire *** then raise the hotel's ratingWe assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basisGiven these factors, the Embassy Suites San Francisco Airport - South San Francisco is listed as a 4-star hotel on Hotwire
At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable
Based on the above information, we are not able to honor your request for a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

May 23, *** * *** *** * *** ** *** ** *** In response to Revdex.com Complaint ID ***, customer e-mail address *** Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hotwire account As previously mentioned, the information provided in your Hotwire account fell outside our acceptable risk thresholdAnd for liability reasons, we are unable to disclose the specific reason for the deactivation of your account In 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." Best regards, *** *** Customer Care Relations Hotwire Corporate Office

Complaint: ***I am rejecting this response because:
It should not take 50+ minutes, phone calls and e-mails to get a Lowest Price Guarantee refund whether cents or $I do not trust Hotwire with my travel any longer and have moved 100% of my travel business to Expedia and Priceline which provide much better customer service
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Please see attached consumer response/ screen shot of price of booking
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/19) */
July 19,
*** ***
*** *** *** 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 Horizon South Beach ResortWe understand that you feel this property is a 2-star at best, and that you were charged $in fees by the resortAs such you are seeking a refund or a replacement package for use at a future dateWe regret any concern this *** have caused
With regard to the star rating, you booked this reservation selecting a 3-star propertyAs 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, Horizon South Beach Resort 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 fairPlease see the star-ratings for the Horizon South Beach Resort found on other sites below:
TripAdvisor 3-star
Expedia 3-star
Booking.com 4-star
Hotels.com 3-star
Priceline.com 3-star
Orbitz 4-star
Travelocity 3-star
Trivago 3-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 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
With regard to the fees charged by the hotel during your stay, prior to completing the booking you are informed within the abbreviated Terms of Use on the final booking page that you will pay the hotel directly for charges like room service, parking or resort feesThis information was also included in the confirmation email you received on completion of the booking
Based on the information above, we are not able to provide a refund or replacement stay for a future date
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, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your very own star rating list hotels like Embassy Suites, Sheraton, Holiday Inn Express, Marriott Courtyard as three star hotels this was no where close to that I have pictures from the unit you rented us & will attach those for your reviewThe $extra we had to pay on arrival where did that come from were you aware they tacked on that large of an amountPeople use Hotwire because ususlly you get a pretty nice place for a pretty good priceNot the case this timeIt was a total rip off & you as a company need to stand up & make this rightYou should also warn people about the exorbadant resort feesI think what would be fare is a partial refund maybe the resort fees or a credit towards a future package, just not at that resortI do not see how to attach the pictures of the unit we were rentedHow can I do that? *** ***
Final Business Response /* (4000, 11, 2015/08/04) */
August 4,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Horizon South Beach ResortWe understand that you do not agree with the star rating for this hotel, and that you are seeking a refund of the fees paid to the hotel or a credit toward a future bookingWe regret any frustration this *** have caused
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals, and that the star-rating for this hotel has been fairly assignedWe do place great value on your feedback
It is common for resort hotels such as this to have additional feesResort fees are not included in the Hotwire rate, as they are collected directly by the hotel, whether booked through a third party or direct with the hotel
We give our hotel partners the opportunity to provide estimated resort fee amounts, but this is not required information, as it *** disclose the exact propertyIf knowing all fees associated with the hotel is important in your travels, Hotwire also offers standard rate hotelsWith these you are able to book with the knowledge of the exact hotel, room type, number of beds, and any fee requirements the hotel *** have
Hotwire strives for clarity during the booking process, and to ensure this we provide the following information in our Terms of Use "You'll pay the hotel directly for additional charges, like room service or resort fees." This is something that you must agree to before a booking can be completed
Our decision remains, we are not able to provide a refund or credit toward a reservation for a future date
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, 13, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a Cop Out on Hotwire's part they are hiding behind their legal mumbo jumbo & small printDid they even look at the pictures I attached?? This is just wrong & I cannot believe Hotwire will not step up & do the right thingI am not asking for a total reimbursement I am asking them to meet me part wayIt is obvious they have no intention of doing the honorable & right thing hereDo I have the right to post all of this on Social Media & the internetI would like to take this Revdex.com complaint & copy & paste itPlease advise meThanks, *** ***

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5,
*** ***
XXXXX W *** Highway
*** *** *** *** 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 Dollar on July 25, in ***, ***We understand that the agency had issues with their shuttle service, and were unable to pick you upAs such you were unable to use this rental car, and are seeking a refund for this reservationWe regret any frustration this situation *** have caused
At Hotwire, we are committed to getting you the best deals possibleBecause of the extremely low rates offered by our hotel partners, refunds, exchanges, transfers or changes are not availableOur partners are able to offer Hotwire these great rates only if customers guarantee that they will use the originally booked reservationThis enables our partners to better manage their unsold inventory
However, we understand that there are some things that are not within your controlAt Hotwire, we rely upon the staff of our car rental partners to provide the quality of service our mutual customers come to expectWe take the feedback and concerns of our customers very seriously, and would like to thank you for opportunity to address this situation for you
Hotwire has reached out to Dollar, and confirmed they did not provide the rental car, and they have authorized a refund for these chargesYour refund has been applied in the amount of $and will be credited back to the form of payment used at the time of bookingPlease allow seven to business days to process the refundAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company
We 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, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)