Hotwire

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, 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, 2015/07/07) */
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) */

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

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

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

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, 2015/08/20) */
August 20,
** *** 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 Alamo for June 3, We understand that you are seeking a refund of this non-refundable reservation due to unforeseen circumstancesWe 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, the details of your booking and our payment information are sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations
Based upon the above information and the conversation that you had with our Customer Care agent, we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the future
Best Regards,
***
Hotwire Corporate
Customer Relations

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

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, 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, 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

Complaint: ***
I am rejecting this response because:We personally visited the hotel prior to check in but had a hard time finding staff and had to wait for half hourThe person in the front desk declined to show us the room.The general condition of the hallway and everything we saw was very shabby, which confirmed most of people's reviews and complaints to the Revdex.com regarding this particular business.However what really scared us is: we have reasonable fear of our safety, and that trumps everything. Hotwire really should do their own "due diligence" prior to putting any establishments for saleCiting your "no refund policy" doesn't mean anything if that doesn't come with a guarantee that you have done your proper due diligence in regards to hotel standard/ratings and safetyImmediately after the visit we contacted Hotwire and discussed about the situation, which prompted Hotwire to "discontinue" my account and "stop communicating" from Hotwire, until I lodged this complaint formally. If not for Revdex.com, Hotwire would never answer our complaint
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18,
*** ***
*** *** *** Ave
*** *** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***:
We are writing in response to your correspondence
with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Quality Inn FoleySpecifically, you state that you were provided with incorrect information regarding the hotel rate and the recommendation ratingAs such, you are requesting that we provide you with a refund and cancel your reservationWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
The crossed out rate that we provide you is the median rateWe do our best to make this clear, even stating on our website that the crossed out rate is 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 dates."
Our recommendation ratings are dynamic and can change on a regular basisWe have confirmed that at the time of your booking that this hotel had a 100% recommendation rating, and as of August 18, this hotel still has wonderful reviews and a recommendation rating of 94.4%
Please understand that one of the ways that we are able to procure such low rates for you is by guaranteeing our hotel partners that once a reservation is made it will be used as booked with no modificationsThis is why when making a reservation we state in our Terms of Use that "This booking is final (no refunds, no changes, non-transferable)Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees."
Based on the information above we will not provide you with compensation for this bookingWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the fact that the advertisement said "38% of the hotels regular rate" and their rate was actually cheaper, I expect that I should be getting 38% off, therefore I should be getting at least $off per night or the advertisement was falseStraight and simpleThey cannot advertise a rate, and then when presented with the actual information and rate deny what they are advertisingThey are falsely advertising a rate in other to secure businessAfter speaking with an attorney I was informed that what Hotwire did was in fact illegal and if my money is not returned I can file a legal case against them
This situation needs to be resolved immediately in order to avoid legal ramifications
Thank you,
*** ***
Final Business Response /* (4000, 9, 2015/08/27) */
August 27,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to respond to your further correspondence through the Revdex.com, regarding your hotel reservation with the Quality Inn FoleyWe understand your dissatisfaction remains, as the advertised percentage off did not reflect the discount that was providedAs such, you are requesting a full refundWe regret any frustration this has caused
As previously stated, the percent off and crossed out rates on Hotwire are based off of a median rate found within the last to hours on leading travel sites from the time of bookingAs you had booked using the Hotwire mobile application, the second page that provides an overview before booking shows the percent off marked with an asterisk that explains it is being compared to rates provided on other leading travel sitesThe rates that are being referred to are those used to calculate the median rate
We are unable to guarantee the exact amount of savings that will be received, but do guarantee it is the lowest rate availableOn a rare occasion a competitor has a lower rate than what the hotel provided Hotwire, which is why we back up our rates with our Low Price GuaranteeYou had brought to our attention that you found a lower rate with one of our competitors, and we were able to verify and reimburse you for the difference
After receiving a refund for the Low Price Guarantee you then requested a full refund instead, stating you had gone on to book with another site as wellWe were, and are, unable to refund Hot Rate hotels for this reason as our agreement with our partners states the reservations will be used as originally bookedBy guaranteeing payment to our partners and that we will not make changes to reservations, they in turn provide Hotwire with our low ratesWe are unable to provide savings for Hot Rates based on a hotel's actual rate, as it would reveal which hotel it is
We regret any confusion encountered during the booking process, and hope this helps to clarify itIf you have any further questions please call our hour customer care at 866-HOTWIRE (XXX-XXXX)We appreciate your business and look forward to assisting with your future travels
Sincerely,
*** ***
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire is trying to take the facts and twist them so they are not liable for their lies of omissionYou cannot legally advertise a rate to be 38% lower and have it be more expensiveI will be disputing this charge with my credit card since Hotwire refuses to do the correct legal actions and refund the money
Also when I've used social media to advise order Hotwire customers of their illegal activities they have chosen to again lie saying they've fixed the situation and also blocked me as a userIt is only fair that I be able to provide others with the injustice taken against meHow are review be accurate if people are unable to tell the truth about their experiences?
Please just refund the credit card as "promised" via emails and social media
Thank you

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

No one has tried to contact me from Hotwire to resolve this issue

Complaint: ***I am rejecting this response because:
$worth of hot dollars is definitely not a fair trade compared to what I paid for and had to go throughI know when getting a hotel on Hotwire, that its random and you might not get the hotel you hoped for (which is fine) but, my problem was the advertising that they displayed when I was awarded that roomand then to get there to be let down because those rooms on the app were in fact falsely advertised and then all the maintenance problems that came with all the rooms I got moved to was just very unprofessional and irritatingand I did call Hotwire to let them know about my issues I was having at the hotel and they advised me to bring it up with Hilton because that's out of their reachso then I was super frustrated because I kid you not the room truly was the same quality of a Motel room but having more issues than they doSo, I would like at least half of what I spent on the rooms back instead of $60.Sincerely,*** ***

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

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

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