Hotwire

Initial Business Response /* (1000, 5, 2016/01/07) */
January 7,
*** ***
*** *** Road
*** *** ** 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 transaction with HotwireI understand your dissatisfaction stems as one of our Travel Specialists completed a reservation without your permission
Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriouslyWe listen to those calls unbiased and take full responsibility if we find an error on our end
Upon reviewing the call, I confirmed that the agent missed the opportunity to ask your permission to complete the bookingPlease accept my sincere apologies for any inconvenience this situation created, I can assure you that this situation will be handled internally
As such, we processed your refund in full on January 5, Refunds typically takes 1-business days and is up to your financial institution as to when the funds will be available for useAlong with that, please accept HotDollars I applied to your account under ***@aol.com for the inconvenienceHotDollars are equivalent to US Dollars than can be used in booking HotRate(r) Hotels and HotRate(r) Cars and is valid for year
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 /* (2000, 7, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/31) */
*** 31,
*** ***
*** *** Avenue
*** ** XXXXX
RE: Revdex.com case # XXXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***
Thank you for the opportunity to address your concerns as sent through
the Revdex.com, regarding your car rental reservation with Hertz, originally scheduled for pick up at the Sacramento International Airport on April 16, We understand you are dissatisfied with your recent Hot Rate car reservationDue to a change in travel plans you needed to pick up the April 15, 2015, rather than the date bookedUpon contacting Hotwire Customer Care to request a change to for this reservation, you were advised your booking is finalAs such, you feel our non-refundable policy is unfair and are requesting a full refundWe regret any concern this issue *** have caused
Our records indicate that you contacted Hotwire by phone on April 14, 2015, asking to change your reservation for pick up the following day, April 15, You were informed at that time that we are not able to change your reservationThe agent, as a courtesy to you, contacted Hertz to inquire on your behalf if you would be able to pick the car up a day earlyThe Hertz representative gave the ok, and stated you would be charged at the Hertz rate for the additional day, which you accepted at the time of the callThe change was on the agency's side, and your Hotwire reservation was not changed, as we are not able to make changes to a reservation once it is bookedDuring subsequent communications with Hotwire, you requested a refund for your reservation, as you had decided to go to another agency for this rentalYour refund request was denied, and you were informed, as per the Terms of Use you agreed to in order to complete the booking, all Hot Rate car rentals are final, with no changes, transfers or refunds allowed
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 agency, and we no longer have access to make changesRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation
Based on the information above, we are unable to honor your request for a refundWe appreciate your business and regret your Hotwire experience was anything less than exceptional
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to ask about my reservation being changed I was put on hold for minutes and when the representative came back on line she said SHE COULD CHANGE THE RESERVATIONShe told me that I would receive a confirmion e-mail to that effect which I did not receiveThis started the marry-go-round of calling your many numbers and being told that the next person could help me which nobody couldYour representatives could only read from a script your policy and told me to call backI was never told that I could pick up my car a day earlierWhen I called to confirm if the change could be made when they repeated the reservation back it had the orginal dates on itI WAS NEVER *** TO PICK IT UP EARLY and I would have been happy to pay the Hertz rate, but nobody could help meIf your calls are recorded please provide the recordingI want my money back plain and simpleI will take this all the way to the top of the chain if I have toYou cannot screw the public and think you can get away with itI want my money back
Final Business Response /* (4000, 11, 2015/06/17) */
June 17,
*** ***
*** N*** Street
*** ** 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 reservation with the Quality Inn & Suites Greenville, SCWe understand that you were unhappy with your stay, and you are seeking a refund in the amount of $89.33, the remaining balance paid to Hotwire for this booking, minus the $already refundedWe regret any continued frustration this situation *** have caused
We reviewed the phone records and determined that a promise was made to you by our agent for a full refund of this reservationPer our phone conversation today, June 17, 2015, we have refunded to you the remaining balance of $to the visa card used to book the initial reservation
We previously added HotDollars to your account as additional compensationDuring our call there were an additional HotDollars to your account, regretfully in errorThe HotDollars added on June 17, have been removed, and you will receive an email confirming thisWe apologize for this error
We would like to thank you for your feedbackHotwire takes customer feedback very seriously, and appreciates the time you took to notify us of your concernsWe appreciate your business, and we hope we have the opportunity to better serve your travel needs in the near future
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (2000, 15, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You

Initial Business Response /* (1000, 5, 2015/07/07) */
July 7,
*** ***
*** *** *** Street, Apt
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the
Revdex.com, regarding your car rental reservation, originally scheduled for piat the Chicago Midway International AirportWe understand that on arrival to the agency you were told you were on their Do Not Rent listAs such you are seeking a refund for this reservationWe regret any inconvenience this situation *** have caused
We spoke with *** at Alamo, and confirmed there was a denial of service, and the reservation was not usedIn light of this information, we have processed a refund to your account in the amount of $This will be credited to the account used to book the reservationThe refund typically takes one to two business days to get back to your financial institutionAfter that it is up to your bank as to when the funds will be availableAn email was sent to your ***@yahoo.com confirming the refundIn order to obtain a refund for the rental car damage protection that was 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 the policy, please use the policy number HXXXXXXXX when you call
We would like to assure you we are not aware of any previous issues a customer *** have had with a car rental agency when booking on the Hotwire site, as this is secured information the agencies do not make publicWhen booking a Hot Rate car, the agency booked with is the agency that has the lowest rates for the search entered during the booking process
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they are liars, the response they gave u is totally different from the email they sent me
Final Consumer Response /* (2000, 11, 2015/07/10) */

Complaint: ***I am rejecting this response because: This just merely makes excuses for the misleading star-rating system as it's presented on their site - especially when combined with the logos of hotels they give as examples of each star classI always understood that I wasn't guaranteed one of the specific hotel listed, but I trusted that I'd get a comparable hotel within a certain classIf the hotel star rating system is based on customer satisfaction rather than perceived class then the descriptions of star ratings on the site shouldn't refer to the levels of decor with "upgraded decor" at stars and "luxurious decor" at stars.
This response is very similar in tone to the unsatisfactory conversation I had with people at the Hotwire customer service numberThey seemed very used to calls like mine (very upset about feeling mislead) and just repeated an explanation of the rating system, no cancellations, and promising that what they do guarantee is a "clean and comfortable room." I didn't choose a 4-star because I just wanted "clean and comfortable."
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/06) */
November 6,
*** ***
*** W *** ***
***, ** ***
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 hotel reservation in Hilton Tucson EastI understand your dissatisfaction stems from being refused check in by the hotel due to non-compliance to the hotel's pet policyAs such, you are requesting a full refund
At Hotwire, we strive for clarity on the siteCustomers can choose the place they want to stay based on the amenities that best suit their needs, such as pet friendlyDuring the booking process, we mentioned the following:
Some amenities *** only be available in some rooms or unitsSome amenities *** incur additional fees
Upon review of your account, we confirmed that on October 16, 2015, you made a call to our Customer Care to verify the information you read in the hotel's website about the hotel's pet restrictionsWe contacted the hotel and spoke with *** who confirmed that they do not accept pets above pounds (lbs)
Based on the information above, we decided to make an exception to honor your request for a full refundRefund takes 1-business days and it is up to your financial institution as to when the funds will be available for use
While Hotwire and our hotel partners do the best to show what amenities are available, please understand that hotels *** still impose certain restrictionsIn the future, I strongly suggest that you book our Hotels showing its name and its available amenitiesIn that case, you will have more flexibility on verifying the restriction of any of the hotel's amenities before completing the booking
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received full refund, will also be directly booking hotels in the future

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27,
*** ***
*** St
*** ***
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 hotel reservation in Rodeway Inn & Suites Airport / Cruise PortI understand you are dissatisfied with your recent hotel reservation, specifically with the savings received with this booking
Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesAllow me to further clarifyIf we were to compile a list of the retail rates we found for all the star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the listDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings fromI apologize for any confusion
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 provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within hours of booking, contingent the claim is from a source outside of Hotwire.com
Based on the information provided above, I remain confident we provided the lowest pre-tax rate for this property within hours of and I am unable to honor your request for a refund
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly I would to thank Hotwire Customer care for responding to my complaintHowever, they did not address issues in my complaintBut stated their policy on finding discounts for customers
I provided clear evidence of what my complaint is, and the issues that need to be addressed:
Issue ONE;
Quote percent recommended top rated unquotewhich is not true according to your own web site (percent recommended)
Issue two;
Promotion offer stated that the regular price for this property was dollars a nightAnd that is was a savings of percentWhich is false, after checking Hotwire (regular price), priceline, trip advisor, booking, kayak, hotel.com the median price (dollars) for this hotel was on the date that we purchase the deal
I contacted your company several times, to address these complaintsI was advised that each time that it was not in the file but they would add it to the complaintWhen my complaint was closed by your company nothing regarding the issues were addressed just the standard line, which was in your response once againWith no actual factual information, just a side step saying nothing
I on the other hand provided you with screen snap shots of the issue and factual informationGiving your company the benefit that it was a computer error or an over site with the offer was published
The bottom line is that your company did not provide me with what they were offeringI not get a hotel that is percent recommended or percent off the median price
Final Business Response /* (4000, 9, 2015/11/16) */
November 16,
*** ***
*** St
*** ***
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 a hotel in Fort Lauderdale Intl Airport, FloridaI regret you remain dissatisfied with your Hot Rate(r) Hotel booking, as you feel that the number of recommendations we shown online was not trueAs such, you are requesting a full refund
The percentage of the recommendation we posted on our website are the result of the internal customer reviews that we obtain for a specific propertyWe continually review and update the star rating and the recommendation score of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel
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 the savings provided was based on this hotel specifically as this was not our intention
Based on the information above, my decision has not swayedI am unable to honor your request for a 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,
*** ***
*** Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Customer care for Hotwire;
I acknowledge your last responds, but find it very surprising that you choice not to address my complaint with actual information or dataBut with a blanket statement of Hotwire policy
It would of been honest and true if you would have actually reviewed the information that I provided your company
With regards to recommendations, I find it very hard to believe that the recommendations would change by over percent with in minutesThe numbers I provided your company are the numbers that were on your own site
As well the savings or percent discounted did not say for the average star rating, but the hotel itself, which was incorrect as even on the highest price ever for that hotel never reached that price
I do not believe that your company reviewed any internally information or the facts that I have provided but just made the standard policy whether if was correct or if the system or an individual had made an error
Signed
Disappointed customer

Initial Business Response /* (1000, 5, 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 with Hotwire
as sent through the Revdex.com, regarding your booking with the Hollywood Inn Express LAXI understand you are dissatisfied with your recent Hotwire booking as you felt unsafe at this hotelAs such, you are requesting a full refund
Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it residesWe allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that may arise at the property
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomAs I understand this was not the case with your reservation, please accept my sincere apologiesAllow me to assure you Hotwire prioritizes the safety and cleanliness of a property as a matter of upmost importanceThis is not typical of what our customers can expect when booking with Hotwire
To obtain these deep discounts, we promise our partners reservations will be used as originally bookedFor all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold inventory
As I spoke with *** at the hotel's front desk, he confirmed that the reservation was tagged as no showAlso on 19-Dec-we call the hotel and spoke to SagardHe confirmed that there was no one around at the hotel and they have lot of family's coming from different places
Based on the information provided above, I am unable to honor your request to refund your hotel 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, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hotel front desk is saying what ever they need to say to refuse offering a refundI contacted Hotwire on the day of the booking informing them of the conditions and that I would not be checking into the hotel for the reasons I have outlined in my original complaintHotwire customer service representatives hung up in my face serveral times and then at 9pm I finally got someone to heat me outI think it is unacceptable for Hotwire to refuse to refund me for a hotel I didn't stay at and for the fact that I was outside at night with my two year old son trying to get help from your customer service that kept handing up in my faceI will never use or refer hotwire to anyone and will ensure to leave feedback about my exprerience with the hotel and with hotwireThis is unacceptable that you outsource your customer service to foreign countries that do not care about your customersAs a customer I need to understand what a person is saying and they need to be willing to help or at least know and be able to explain your company policyThis is unfair and your hotel partner is not honestwhat is the point of me calling hotwire instead of checking into the hotel? Why would I be outside at night with my child if I had a safe hotel to go to? Hotwire does not care about their customer's and I will no longer do business with Hotwire

Initial Business Response /* (1000, 5, 2016/01/12) */
January 12,
*** ***
*** E*** Way
*** ** 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 Mallorca Hotel & SuitesI understand your dissatisfaction stems from finding out that the hotel is no longer operationalAs such, you are requesting reimbursement for the alternate accommodation you have made
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 HotwireUpon further investigation, I have confirmed that the hotel is no longer operatingDue to this, we will refund the difference in rate of your new bookingIn order for us to process the refund, please email your documentation as an attachment to us at ***@hotwire.com:
- Copy of the receipt of the new reservation
- Credit card statement
After we complete our review which takes seven to business days we will contact you of the outcome
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

April 13,
*** *** *** *** *** *** *** *** *** ** ***
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 with Hotel Salina Long BeachI understand you are dissatisfied with your recent hotel bookingAs stated in your letter; the hotel did not have your reservation then charged you directlyAs such, you requested a refund either from Hotwire or from the hotel
Please note that reservations are sent real-time to our partners to make them aware about the upcoming bookingsI contacted the hotel and talked to ***She verified the reservation was not in their system and offered another accommodation where you were charged directlyWe recognize this situation is less than idealI can assure you this is not typical when booking with Hotwire
Upon review, we contacted the hotel and talked to *** at the front deskThey confirmed they will issue a refund of the amount they charged youPlease reach out to the hotel at *** *** to complete the refund as they need your account information
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, 10, 2016/01/20) */
January 20,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia 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 case number XXXXXXXX) regarding a flight reservationWe understand Mr*** is requesting a full refundOn January 15, 2016, we contacted Mr*** to acknowledge receipt of their Revdex.com complaint, however there was no answer
Our records reflect on July 19, 2015, the customer self-booked a multi-carrier flight reservation using Hotwire.comTravel was on United and Air China departing August 25, from Detroit, Michigan to Beijing, China, connecting through Washington, DC and returning on December 14, 2015, from Beijing, China to Detroit, Michigan with Air China and Delta, connecting through Newark, NJThe customer is stating his flight was canceled and he had to purchase two tickets to return home
From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersAir China was merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryHotwire has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline's policies
Only the airline can make changes to your flightsThese changes are not related to the type of ticket that you bought or the company that you bought fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues
On November 25, 2015, Hotwire received notification from Delta of a major airline schedule changeMr*** connecting flight in Newark, NJ changed resulting in an invalid connection
Hotwire made several attempts to contact the customer, by phone, to advise him of the changesAs a last attempt to reach the customer, we emailed Mr*** on November 29, 2015, using the email address that was linked to the account used to booked the itinerary; ***@gmail.com We advised him to contact us immediatelyAs no contact was made, Hotwire then sent a message to the airlines advising them to assist the customer at the airport as we were unable to reach him
We can confirm Mr*** contacted us on December 13, regarding the airline schedule changeOur agents then contacted Air China to confirm alternate flightsAir China advised the new booking had to be confirmed prior to December 14, or there would be a chargeHotwire was unable to get the customer to confirm the new flights so the reservation was not changed
Hotwire advocated on the customer's behalf to request a refund of any unused segmentBoth Air China and Delta Airlines; advised their reservation system is reflecting all flight segments were usedDelta Airlines stated Mr*** return flight was re-issued at the airport and usedWe regret any inconvenience the customer encounter; however, Hotwire is unable to offer any refunds or compensation for this matter
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 12, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Hotwire's response
First, on December 13, 2015, once I was finally contacted about the change to my flight I immediately contacted HotwireI was then told that Air China was closed, and that I would need to call again tomorrow, December I was not told that "Air China advised the new booking had to be confirmed prior to December 14, or there would be a charge", instead I was repeatedly told, that my ticket had no value and that Air China and Hotwire would not honor the ticketThis is unacceptable as I purchased a roundtrip ticket; I did not receive a roundtrip ticket
Second, as to, "Hotwire was unable to get the customer to confirm the new flights so the reservation was not changed"I accepted multiple offers from Hotwire to be routed into different cities, however, each time the offer was retracted by Hotwire/Air ChinaThis was a day-long process of Hotwire extending offers and retracting them, and I have the phone records to prove it
Because Hotwire did not honor my roundtrip, I was forced to buy another ticket from New York to Louisville for about $250, as well as a hotel nightWhat should have been a ~20hr trip, resulted in something much longer
This is highly unacceptableI request that Hotwire either refund all or partial amount of the ticket price or reimburse me in someway for the trip
Final Business Response /* (4000, 14, 2016/02/04) */
February 4,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr*** ***We regret to hear Mr*** did not accept our response and/or resolution offered
As previously advised all changes to the Mr*** flights were caused by an airline schedule change; which Hotwire has no control over nor provide reimbursement forWe have also advocated on the customer's behalf to Delta and Air China, and both airlines has not honor any request for compensation
Mr*** is free to contact the airlines directly to pursue compensation as they would know why the airline schedule change happenedHotwire stands by our previous decision and is unable to honor the request for a refund or compensationAs the customer has not provided any new information regarding this matter, we respectively request that the Revdex.com close this case
We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because Hotwire and I disagree on hotel room quality.Sincerely,*** ***

March 31, 2016*** *** *** *** Saint Charles, MO 63301In 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 hotel reservation with *** ***
*** PlaceI understand you are dissatisfied with your experience with one of our Travel Specialists as you only requested two rooms but was booked for three.We appreciate your feedbackPlease be assured in the event a customer claims an error was made while speaking with our Travel Specialists, we take the matter very seriouslyWe will review the situation unbiased and take full responsibility if we find an error on our end.After reviewing the call, I confirmed our specialist provided a quote for one room then added another room for the same total amount of $as requestedHowever, two additional rooms were added on the reservation by mistakeIt is of much regret if there was any miscommunication with our specialist while booking your hotelAllow me to assure you this matter will be handled internally.After further investigation, I confirmed that the refund was processed in the amount $on March 28, Refunds typically takes one to two business daysPlease contact your financial institution as to determine when the funds will be available for use.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

Initial Business Response /* (1000, 10, 2015/07/15) */
July 15,
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-XXXXX
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 case number XXXXXXXX) regarding flight reservationsWe understand Ms*** is requesting further review of her Hotwire Low Price Guarantee request
Our records indicate on June 3, 2015, the customer booked flight reservations - itinerary XXXXXXXXXXX - using our self-service tool on the Hotwire websiteTravel was on Delta Airlines, departing June 9, 2015, from Birmingham to Orlando, Florida, returning June 13, 2015, for six passengers
Upon further research, we were able to confirm that the screenshots required for the Low Price Guarantee had not previously been submitted by the customerWe would like to request that the customer submit the screenshots taken of the competitor's website within hours of the booking, so that we *** further review the customer's requestThe customer *** submit the documentation by using the submission page located on the Revdex.com's website
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
Thank you,
***
Initial Consumer Rebuttal /* (3000, 12, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept their response when I have received a refundI DID submit a copy of the competitors page the day that I found it!
Final Business Response /* (4000, 15, 2015/07/29) */
uly 29,
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Thank you for your responseWe have reviewed the documentation/new information *** *** provided to further address her concerns
Upon reviewing the screenshots provided by the customer we were able to confirm only the outbound flight was listed on the screenshot, and not the full flight itineraryIn order for reservations to qualify for the Low Price Guarantee, a screenshot displaying a lower rate for the entire reservation must be provided and must be inclusive of all taxes and fees
We have further researched Ms***'s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to Ms***'s request of a refund
We regret that our response cannot be more favorable and hope that, despite the customer's recent experience, she will continue to use Hotwire for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our companyWe trust our position in this regard has now been clarified
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
Final Consumer Response /* (4200, 17, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I am not happy with Hotwire's responseThis was a round trip price ticket and had the person that I talked to THAT day let me know that I would need more info, I would have gotten it at the timeI feel I have been given the run-a-round First by the customer service people that I talked to the day after I made the initial reservations and now by the people responding to this complaint

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to address your concerns, as sent through the
Revdex.com, regarding your hotel reservation with the Embassy Suites Atlanta Downtown-Centennial Park for September 3, We understand that you want us to move the location of your hotel or refund youWe regret any frustration this *** have caused
With a Hotwire Hot Rate booking the exact street location is not revealed until the booking is completeIt is important for our customers to review the map correlated to the area called out during the booking processThat map defines the area in which the hotel can be locatedIn this case, the area selected was "Downtown Atlanta, Georgia." We assure you the Embassy Suites Atlanta Downtown is located within the green shaded map area
For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold roomsWe confirmed the type of reservation booked was a Hotwire Hot RateAs such, we are not able to honor your request to move to a hotel closer to your desired location
In the future if you need a very specific location, we recommend that you take advantage of our standard ratesFor standard rates, hotel details, including the hotels specific location, are provided prior to booking and *** be refundable; cancellation policies vary by hotelThis type of reservation is best used by those who need to be close to a certain location
Based upon the previous information, we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It *** Concern,
I cannot accept this response because it rests on the notion that I booked online without making any efforts to check what I was looking for and make sure the booking met my needsThis is not the case
The facts are that I used the website to check options then called the provided customer service number to express my situation and what I neededHotwire was recommended to me because the particular hotel I stay at is not important to meHowever, my personal safety is important to me, which I clearly expressed during my call with Hotwire's customer service
I informed them that I saw this hotel online but was not interested in booking anything outside of a safe walking distance from the Mall at Peachtree CenterAs a woman who *** need to walk back to her hotel room alone in the evenings, safety is my top concernI expressed this several time to make sure my query was being handled appropriatelyI never once received information about a second hotel booking option, as mentioned in Mr***'s message, but instead was confirmed multiple times that the hotel would be within the block radius of the Mall at Peachtree CenterThe lack of information regarding other booking options and the information regarding the hotel's location, lead me to book a room that did not match my needs
As this is a matter of safety, even to the point of the hotel being located on the opposite side of a city park which is one of the top location types for assaults on woman, rather than a problem with the hotel brand or the like, I believe this should be taken a bit more seriouslyIf Hotwire feels it is acceptable to provide information to conclude a sale followed by providing additional options after the fact in order to keep a bad sale, I will be happy to share this information with NOW (National Organization for Women), Business and Professional Woman's Foundation, and the many other women's associationsThis behavior is both criminal and against women safety
Final Consumer Response /* (2000, 16, 2015/09/14) */
Hotwire has rectified the issue in this case
Unfortunately, I was not contacted by anyone from Hotwire until the week of my reservation, which forced me to make other hotel arrangements before this matter was resolvedAs I was in the midst of traveling during this time, it was also difficult to get a hold of the person who was calling from Hotwire because the gentleman did not provide a direct number to call backHowever, the gentleman was kind enough to provide detailed notes in my purchase file so that any representative could manage the issueI was finally able to secure my refund the day of check-in, after a length phone call as Hotwire representatives tried to locate my booking
I believe Hotwire has finally taken the correct actions in my case, but only after multiple emails, restating the issue, and expressing that I am willing to take the information to additional groupsI will now be wary of using this company in the future

Initial Business Response /* (1000, 5, 2015/07/07) */
July 7,
*** ***
*** *** *** Circle, Apt***
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the
Revdex.com, regarding your booking with the Wingate by Wyndham - Irving - Las ColinasWe understand that you had two windows open to the Hotwire site while booking your reservation and the hotel booked was not your preferred propertyYou state that you were trying to book a 3.5-star hotel with a poolAs such you are seeking a refund for your reservation or a new reservation at your preferred hotelWe regret any inconvenience this situation *** have caused
We spoke with *** at the Wingate by Wyndham - *** - Las Colinas, and confirmed that you checked in and completed your stayFor this reason, we are not able to provide the refund or honor your request for another stay at your preferred hotel
We strive to exceed our customers' expectations, and we regret to 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 /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called and emailed your Customer Relations several times after this wrong booking caused by your websiteHowever, they did not help me change itIf you would like, feel free to check your voice records during my conversations with your customer service representatives
After they clearly stated that they could not help me to fix this issue, I of course checked in and stayed there instead of losing my money! I am not sure whether you would expect me to not stay there although the booking was already paid
I still expect Hotwire to accept their mistake and compensate this to me in some way
Final Business Response /* (4000, 9, 2015/07/19) */
July 19,
*** ***
*** 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 Wingate by Wyndham - Irving - Las ColinasWe understand that though you used the reservation, as it was not the reservation you originally intended to book, you seek compensation from Hotwire
We apologize for any continued concern this *** have caused, and we 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
Hotwire Hot Rate reservations are booked as final, with no refunds, changes or transfers allowedThis must be agreed to in order to complete a reservationWe have confirmed you booked a Hot Rate hotel, and as such is non-refundable
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

March 28,
*** * *** *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***, customer e-mail address ***
Dear ***,
I am writing in response to your inquiry to Hotwire and the Revdex.com
regarding a hotel reservationI understand you are dissatisfied with your booking as you indicated you did not authorize our travel specialist to book the reservationAs such, you requested a refund
I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information:
- First and last name of the Primary guest
- Email address used to complete the reservation
- 10-digit Hotwire Itinerary Number
Once we receive this information, we will be more than happy to research further.
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26,
*** ***
*** *** Dr
***, ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns, as sent through the
Revdex.com, regarding your car reservation with Hertz for August 26, We understand that you are seeking to a full refunded for this reservation due to a change in plans because of workWe 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
Best Regards,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response due to if I have a verbal request from Hertz stating it is ok to refund my money if should not be a problem even if it is there policy not to refund your purchase A hour notice is not always possibleLife happens Wethersfield its business or work.I will not be using there services again
Final Business Response /* (4000, 9, 2015/09/13) */
September 13,
*** ***
*** *** Drive
***, ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***,
Thank you again for the opportunity to address your concerns, as sent through the Revdex.com, regarding your car rental reservation with Hertz for August 26, We understand that your plans were changed and you were requesting to cancel the reservation for a full refundWe regret any inconvenience this *** have caused
At Hotwire, 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
Hotwire has reached out to HertzWe have confirmed the car was billed for the full term of the reservationHertz has not authorized any refund for this reservationOur decision remains, 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

Initial Business Response /* (1000, 6, 2015/08/07) */
August 7,
*** ***
*** *** *** Avenue
*** *** 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 Rodeway Inn & Suites Canyon Lake in Sun City, California on August 1, We understand that you were seeking a hotel in Lake Elsinore, California, but the hotel was several miles from that cityAs such you are seeking a refund for your reservationWe regret any inconvenience this situation *** have caused
As Hot Rate(r) hotels are final reservations; we strive for clarity in the booking processBecause 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 "Lake Elsinore - Canyon Lake - Sun City, California"I have confirmed Rodeway Inn & Suites Canyon Lake is located within the green shaded map defining that area
Hotwire is reviewing the call of your booking, to confirm the agent properly disclosed this informationAs discussed in your conversations with our agents on August 3, and August 4, 2015, Hotwire will be in touch with you to discuss the reviewThis process normally takes 7-business days
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, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since my reservation was made via phone, I was not aware of the color coding of hotel reservationsHad the representative told me that I might have been booked into an alternative city, I would have refused to book my room in that manner and would've chose to book with knowledge of the particular hotel of my choiceYour representative did not explain this process to me and I therefore did not stay at the Rodeway Inn that night
Final Business Response /* (4000, 11, 2015/08/15) */
August 15,
*** ***
*** 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 Rodeway Inn & Suites Canyon Lake in Sun City, California on August 1, We understand that you were seeking a hotel in Lake Elsinore, California, but the hotel was several miles from that cityAs such you are seeking a full refund
Because we want to make sure our customers receive the best possible deals, some of our mapped areas for our Hot Rate(r) hotels are quite largeWe make every effort to impart this information to our customers during the booking processHotwire has reviewed the call in which you booked this reservation as you requestedOur supervisor reached out to you on August 12, and left a message that we were able to confirm the agent did provide the information about the locations, and you did agree to the booking
Hotwire strives to provide the best rates available at the time of your bookingOne of the ways we can do this is 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 booking and unable to issue refunds
Based on the information above, we are unable to honor your request for a refundWe appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 13, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire refuses to acknowledge lack of clarity to their customers regarding locations of "hidden hotels"Had they alerted me that I would not be staying in my preferred city, I would not have booked my hotel in that mannerI could not stay in the hotel they placed me in due to the distance from my eventI had to stay elsewhere making my payment to Hotwire for a hotel wastedIf they had integrity, they would make their business practices CLEAR and preciseThey basically stole my money by placing me in s hotel I couldn't use and vaguely attempt to cover their poor business practices with shallow rhetoricI will never use or recommend them to anyone againThey don't even have a viable way for customers to contact them.the numbers they call you from are all one way numbers which do not allow incoming calls
them

Initial Business Response /* (1000, 5, 2015/08/16) */
August 16,
*** ***
*** *** Way
*** Forest, ** 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 Hot Rate hotel booking with the Econo Lodge in Fairfield, CaliforniaWe understand you are requesting a refund due to bed type not availableWe regret any frustration this situation *** have caused
One of the ways we're able to provide awesome rates for our Hot Rate Hotels is by booking run of house reservationsThis means that preferences such as smoking or non-smoking, specific locations within the hotel itself, or any other upgrades are solely at the discretion of the hotel if not specifically offered by Hotwire when making the reservationWe guarantee that the room will sleep the number of guests, but bed types and sizes aren't guaranteedWe do, however, offer the option of a smoke-free property when using our amenity filter when selecting the best Hot Rate Hotel for your needsWe encourage you to utilize this fabulous feature in the future
In order to secure our low rates, our agreement with our hotel partners is that reservations will be used as bookedFor this reason, reservations cannot be changed, transferred or refundedYou can find our full Terms of Use by visiting http://www.hotwire.com/travel-information/terms.jspThe terms of the booking are what allow us to offer the great rates you see on our site and for this reason, your reservation must remain confirmed with the original details provided at the time of booking
Based on the above information we will not be offering a refundOur goal is to exceed your expectations and we regret we did not do so on this occasionWe hope to have the opportunity to better serve your needs in the futureFor any other issues we can assist you with, please feel free to contact us directly at 1-866-HOTWIRE (XXX-XXXX)Thank you for choosing Hotwire
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue #1: The reason I did not use my reservation was not due to "bed type" as listedYes, when I checked in, I requested a room with bedsI was told that only smoking was available for bedsI then told them bed was fineThe man at the check in counter said he had a single that was suitable for personI had people (per my reservation), so this room would not allow both of us to have a place to sleepI am unable to stay in a smoking room due to asthma and my elderly mother is also unable to stay in a smoking roomSo this left us with no available hotel roomThe man at the chedesk told me that Hotwire does this to them "all the time" and that I should call Hotwire and see what they could do to help me
Issue #- I used Hotwire's mobile website on my android phoneThe filter button on this website only allows you to choose between star ratingsIt does not give you an option of smoking vsnonsmoking on this websiteThey need to fix this website to add the amenity or take it down completelyWhen I made the reservation on this website, I assumed that nonsmoking was default since there was no place to select it as an optionI had used this website before and had always ended up with a nonsmoking roomHotwire needs to acknowledge that I had no option on their site to choose nonsmoking
Issue #- As soon as I realized I could not use the reservation, I called Hotwire's customer service lineI remained on hold for over an hour trying to speak with someone about my problem's with the reservationI had my mother call from her phone as well and she was also put on hold and no one ever answered the callI called again on Sunday morning (the day after our reservation was to be used) and there was still no answer - I was just put on hold indefinitely by the systemI was unable to reach anyone until 6am on Monday morningHotwire needs to acknowledge the fact that I attempted to call to find out how to handle the issues with my reservation but they had no one availableThey need to set up a line specifically for issues or for the hotel to call when issues such as these come upInstead, as it stands, I was left out in the dark with no place to stay in a city that I knew nothing aboutI was forced to go minutes away, on my own with no help from hotwire, to find a room that I could afford for the night
Issue #- The hotel that I was sent to was far from a two-star hotel, as advertisedIt was in a questionable neighborhood and required that I check in with a man behind bullet proof glassI expect Hotwire to provide suitable and SAFE accommodations to their customersThis hotel did not meet any of those standards and should be removed from the list of two-star hotels
Issue #- I followed Hotwire's policy - I used their mobile website, I went to the hotel assigned to me, I was unable to get a room, I called Hotwire to attempt to get help in using my reservation, I was put on hold indefinitely and unable to get help from hotwire, I requested a refund due to all of my trouble, and I was deniedHotwire says it has good customer service, but the truth is that they have no customer serviceThey refused to help me, have refused to work with me, and now refuse to refund my moneyI am a single mom who was trying to find an affordable hotel room for the nightHotwire trapped me into a reservation that I was unable to useThey are a money hungry company with no regard for the customers that they claim to care about and serve
Hotwire needs to stand by their product and admit that they were wrong in this caseI did everything by the book, was not provided a hotel room due to problems with their reservation system, and I am being punished for itHotwire should be required to refund my money and make this situation right
Final Business Response /* (4000, 9, 2015/09/01) */
September 1,
*** ***
*** XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary #: XXXXXXXXXX: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking at the Econo lodge for cheAugust 1, and check-out August 2, We regret that you remained dissatisfied regarding our response; as such you are requesting a refundWe apologize for any frustration this *** have caused
We have done further investigation on your account, and can confirm that you spoke to multiple agents and the issue was about the "room type and bed type" our agents educated you that Hotwire only guarantees a room that can sleep the number of guest booked with our Hot RatesWe called the hotel and they confirmed that they did provided you with one bed and you were unhappy with it, which led you to check-out of the hotel
Regardless what device you use to make a reservation, the amenities of the hotel are display multiple times before confirming your reservation, and this hotel wasn't book with a smoke free amenityThe smoke free amenity is available on our amenity list when there is a hotel with that amenity availableAs the previous agent already reiterated, our Hot Rates are run of a house, which means the hotel accommodate you base on their availability
At Hotwire we always guarantee a clean and a comfortable room in a working condition, regardless the star rating that you bookedThis hotel is in our two star collections and it is comparable to any of the two stars in that areaWe get our star-rating by incorporating the Expedia rating and based on our customers' feedback the star rating can go up or downWe do our best to accommodate those needs and have our hour customer service line to call when you cheto the hotel and that is not providedBased on the information we have about this hotel it those meet the requirement of a two star on our website
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait timesWe 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 expectThat is why we advised you to call us if you cheto the hotel and it didn't meet your expectationsHowever, these issues were not brought to our attention at the time of your reservation; therefore we did not have opportunity to help resolve them
Based on the information above, we are unable to honor your request for rebookingWe appreciate your business and regret your Hotwire experience was anything less than exceptional
If 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, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire refuses to accept any responsibility for the issues that I encountered trying to use my reservation
Fact - On an android mobile device, if you go to www.hotwire.com/mobileIt does not give me any amenities optionsI am simply able to sort by star ratingSo their claim that I can pick amenities is still false
Fact - I attempted to call hotwire immediately upon not being able to use my reservation as intendedI was on hold for almost an hour on the day of the reservation and spoke to no one, on hold for another hour on the day following the reservation and spoke to no one, and finally spoke to a hotwire employee the day following thatIt took days to get a person to address my concerns - completely unacceptable
Fact - According to hotwire, I should have checked into a room that would have slept one person (instead of the I reserved for) and had one person sleep on the floor or lose my moneyI chose not to sleep on the floor of a completely FILTHY hotel and I lost my money for that reservationThe hotel is unsafe (based on the bullet proof glass protecting the hotel employee at check-in) and not suitable to be rated a star hotelHotwire claims to "guarantee a clean and a comfortable room in a working condition" - this is not the caseHotwire will provide you with a reservation for whatever cardboard box they can stick you in so that they can steal your money
This company is fraudulent and completely irresponsibleI continue to follow all company "procedures" and "policies" and I continue to get mistreatedthis is unacceptable