Hotwire

Initial Business Response /* (1000, 5, 2016/01/04) */
January 6,
*** ***
***
***, ** ***
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 Hyatt Regency TorontoI understand your dissatisfaction stems from being charged differently from what was quoted to youAs such, you are requesting a refund, in the amount of CAD
Upon review of your account, I learned from the booking details that your reservation was for CAD per night, plus taxes and fees, for a total rate of CAD, estimated in amount in US dollar is $Please us a screenshot of the booking page, indicating that the total of the reservation was CAD for further investigation as attachment as ***The review process takes 7-business days upon receiving the screenshotWe will notify you once we are done with the investigation
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I am not in the practice of taking a screen shot of web page I visit, I can not provide you with thisI called your customer service department immediately when the incident occurredIf you needed a screen shot to help resolve the situation, I could have tried to replicate the transaction at that time to send a screen shotAs stated above, I was informed at that time you would be investigating the transaction and it would take to daysI repeat, you did not ask for any other information until this response when I am unable to replicate the situation in any wayI have attempted the customer service path already several times, and the only resolution I am willing to accept is $CAD, especially spending this extra time on this issue
I have learned Customer Care at Hotwire is:
Provide a service without customer contact
If a customer calls, say anything to get them off the phone including giving information
Ask for things that can not be provided to provide a resolution
Wait out the customer and hope they go away
Thankfully this was not a major purchase worth thousandsIt is just a $mistake
Final Business Response /* (4000, 9, 2016/01/31) */
January 31,
*** ***
***
***, ** ***
In response to Revdex.com case number ***, Hotwire Itinerary ***
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Hyatt Regency TorontoI understand your dissatisfaction stems from being charged differently from what was quoted to youAs such, you are requesting a refund, in the amount of CAD
At Hotwire, we strive for clarity on our Web siteBecause customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, total amount by currency along the booking pathUpon completing the booking on our site, a confirmation page populates disclosing the full booking details
After checking your account, I confirmed you booked the reservation on our Mobile Application for AndroidOur Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed inPrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use
As stated previously, there is no indication on our end an error occurred with this reservationIf you are able to produce screenshots validating this booking confirmed in error, I will be happy to review furtherWithout documents validating a website error occurred, I am unable to review your situation any further for compensation or reimbursement
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

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

Initial Business Response /* (1000, 8, 2015/08/28) */
August 11,
*** ***
** *** Drive
*** *** *** XXXXX
Re: Revdex.com case #: XXXXXXXX
Email: ***@gmail.com
Dear Mr.***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com regarding your rental car reservationWe understand that the hotel reservation did not meet your standardsOur goal is to always exceed the expectation of our customers, we regret if we did not do so in this situation
We were unable to locate your booking using the information provided in your letterWe do not see any recent booking associated with the email address ***@gmail.com, the phone number listed in the Revdex.com Complaint, or by your nameIn order to address your concern, please provide us with the email address or phone number used at the time the booking was made, and the itinerary number on your confirmation email
Once we have the above requested information, we will be able to review your account and address the issue you have outlined in your Revdex.com letter
We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 10, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not received restitution for being ripped off by Hotwire
Final Business Response /* (4000, 13, 2015/09/04) */
September 4,
*** ***
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your reservation at the Value Place Pensacola, FloridaThank you for responding with the requested information to locate the booking in questionYou state in your complaint you were on long holds and received a low level of customer serviceAlso stated is that you were denied a refund for this Hot Rate reservation by the agent and two managersI apologize for any frustration this *** have caused you during your travels
Our records indicate that a call was placed to the Hotwire Customer Care line on the date of the booking for assistance with the booking processNotes indicate that *** was the customer who was calling in for the assistance and provided a search reference Identification number from the search that they had doneThe search reference identification number allows the agent to see the exact search that is being performedThe agent was able to see the search for two adults and one roomThe agent assisted in completing the booking and after the Hotwire Terms of Use were agreed to the booking was finalizedNotes state that after the hotel was revealed *** requested a refund due to not wanting the hotel that was received
Hotwire is able to offer great deals to its customer by guaranteeing bookings will be used as booked, regardless of whether the reservation is used or not the hotel receives payment upon confirmationAs a result Hot Rate bookings are non-cancelable, non-refundable and non-transferableHotwire Terms of Use are as follows:
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
Our records also indicate that a request was made for a manager to callOn August 11, this call was placed and a manger spoke with you, ***On this call you stated that we don't guarantee bed types and that you had asked for two bedsA request to review the call was submitted, results of the recording are as follows:
Customer provided the search reference identification number at the onset of the callNo information disclosed about the number of rooms and guestsAgent recapped booking details, read Term of UseCustomer agreedCustomer was not happy with the hotel booked and requested to cancel it
Based upon the information above, we will not be issuing a refundWe regret your Hotwire experience was anything less than exceptionalWe appreciate your business and look forward to assisting you with your future travel needs
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 15, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is terribleHotwire is a scam and will not ever receive my business againWhere is the restitution and the customer service recovery? This establishment needs to be shut down! Lying to people, booking them in holes in the wall, just to make a quick dollar, all the while people are frustrated on their vacationsWhen we arrived to the crappy hotel Value Place, the clerk shared more horror stories about how Hotwire scammed someone else before usShe requested a pool for the kids and they booked her at a location without a pool, regardless of the fact that it wasn't the cleanest establishmentThank you for showing no remorse for the behavior of your very unprofessional employees and I'll be sure to blast his to everyone I knowHave a wonderful day scamming people and booking at cheap and dirty hotels

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, 2015/08/20) */
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

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

Complaint: ***I am rejecting this response because: The wording in the hotwire website is incorrect and misleadingMy reservation had mentioned free breakfast and that was not providedHotwire is cheating customers by NOT documenting what is going to be providedThis is unacceptable and must be sorted out by providing appropriate refund.
it seems hotwire is only bothered about meeting their business goals and the company's goals at the cost of customers money and the discomfort that is caused to the customers, which is morally wrong.
Also I was NOT provided with the escalation point of contact - email and phone number of the hotwire senior management who can handle this issue more judiciouslyThe customer service person on the phone is not understanding the problem the customer goes and is trying to put the matter under the carpet.
Sincerely,*** ***

Complaint: ***I am rejecting this response because:it was not listed as a resort
I will contact a class action attorney and my travel blogs to disiminate this fraudulent behaviorSincerely,*** ***

Complaint: ***I am rejecting this response because: I did call the hotel while I was located at the *** airportShe said everything was taken care ofAnd I also informed the lady at the desk that our flight was delayedShe told me to contact you guys (Hotwire) about it and also the rental companyI tried to contact Hotwire and no response as usualI am very concerned that this is how you all conduct businessAnd this was booked under Hotwire, not ExpediaThis is not my fault that I can never get into contact with anyone at Hotwire until now, April 16, I want something done about this as soon as possibleMy grandmother had to pay out of pocket extra money when I booked everything, I already paid for everythingShe shouldn't have had to spend extra moneyThey should have at least refunded me my money that I already paid, which they didn't , or refunded her. Also I paid for a night at the hotel and using a rental car that we weren't even there to receiveThis is ridiculous and unprofessional at how things about this situation are being handledI am very disappointed and I will never use Hotwire again. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/31) */
*** 31,
*** ***
** *** Crescent
*** ** *** **
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns through the RevDex.com concerning your reservation with the MotorCity Casino Hotel in Detroit, MIWe understand that your complaint stems from the fact that you were charged in USD instead of CADYou have requested that Hotwire compensate you for the conversion fees associated with this transactionWe regret any frustration or inconvenience this situation *** have caused
Hotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency typeAs your reservation was booked with an agent over the phone, the default currency would have been in USDIf not specifically requested, all reservations booked with an agent *** be completed in USDPer your request, the call was reviewedAt no time was the form of currency discussed during the call
We are not able to retroactively adjust the currency type once the reservation has been completedAs such, we will not be providing the requested refund of the conversion rate difference
We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour Express customer care at X-XXX-XXX-XXXX
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I booked a room online with Hotwire in *** fundsMoments later I called the one phone number for customer service that is provided on the Hotwire website and requested a second room for the SAME rateThe agent looked at my file, saw that I was calling from Canada, saw that I had booked at CAD and said he could book me the second room for the SAME PRICEHe then added"Oh, it looks like it will be $more." I agreed to the priceThe agent DID NOT TELL ME that he was changing the currency into US dollars, even though he had ASSURED me that he could give me a second room for the SAME PRICE and that same price was in CAD dollarsAs a result, my bill was an additional $30.ooNot the price I was promised by HotwireFailing to fully disclose that he was an American agent and quoting me a price that WAS NOT THE SAME as it was in American dollars was dishonestAll e had to say was that he would be charging me in US dollars instead of the CAD price I was asking forAt that point I *** have declined to book or I *** have opted to use my US credit card instead of my CADAt no time did he reveal the change in currencyalthough HE KNEW I was a ***, calling from Canada, and booking in *** fundsIf Hotwire was located in Japan and I had called the customer service website number they provide and asked for a second room at CAD should I expect to be charged in Japanese funds?? Of course notThe first room was booked in CADI asked to book the second room for the same priceThe agent made a mistakeHotwire is not owning up to that mistake and refunding me the $differenceHotwire has lost my business and that of my family and company as a result
Final Business Response /* (4000, 9, 2015/06/15) */
June 15,
*** ***
** *** Crescent
*** ** *** **
RE: Revdex.com Case # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear Ms***:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the MotorCity Casino Hotel in Detroit, MichiganSpecifically you are asking for us to give you compensation totaling *** Dollars because you were billed in United States DollarsWe regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
As stated previously, this reservation and the call in which this reservation was made has been reviewed and it has been found that at no time did you request this booking for a United States hotel be charged in *** DollarsWe understand that it was your intent to book using *** Dollars, but it is important to understand that our currency defaults to United States Dollars, and once a reservation is made we cannot change the currency in which you were billed
Based upon the information above and our previous correspondence we are not going to honor your request for compensation totaling $*** DollarsWe regret 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
Final Consumer Response /* (4200, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very disappointed that Hotwire has failed to understand that, while their default currency is US dollars, in this particular instance I called the only toll free number they had posted on the *** Hotwire site within seconds of booking a room at a *** rate and asked the agent for a second room at the SAME RATEThe agent could see on his computer the rate at which I had just booked the first room in CDN funds and he told me soThe onus was on him to inform me that, "You booked the first room in *** dollars but I will be charging you the second room in US dollars." He didn't disclose this informationAt no time during our conversation did he indicate that in making a phone call to Hotwire I would be switching currencies from the Hotwire.ca site on which I had just booked the first room in *** fundsYou lost my business HotwireAnd over bucksNice

Initial Business Response /* (1000, 5, 2015/08/15) */
August 15,
*** ***
*** ***
*** *** ** XXXXXXX
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 hotel reservation at the Regent for September 30, in Munich, GermanyWe understand that you are requesting to change the location of your reservation due to reviews you have read online about this propertyWe apologize for any frustration this *** have caused
Our Hot Rate(r) Hotels offer deep discounts to customers who have some flexibility when travelingYou will find these deals on the Hot Rate(r) Hotels tab during your searchThese fantastic deals allow the customer to specify general location, star rating, amenities, and priceCustomers will find out the name of the Hot Rate(r) Hotel, immediately after they bookDue to the highly discounted rate backed by our Low Price Guarantee, our agreement with our Hotel partners is Hot Rate(r) Hotel reservations will be used as booked and are non-cancellable, non-changeable and non-refundable
On the final page of the Hot Rate(r) 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
Based on the information above, we are not able to honor your request to change or cancel your reservation
I do understand your concern because of the reviews you have read onlineHotwire always assures our customers a clean room in working orderWe ask that you give our hotel partner a chance to accommodate youIf there are concerns on arrival, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to your satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional supportWe are here hours a day, seven days a week to assist you
We appreciate your business and look forward to assisting you with your future travels
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.)
Hotwire not willing to hear my complaint and don't do anything about my complaint
I'm very disappointing and will definitely not order from Hotwire ever again!
I didn't ask for refund, I asked to replace this specific hotelAnd got my request denied
Final Business Response /* (4000, 9, 2015/08/21) */
August 21,
*** ***
*** XXXXXXX
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 hotel reservation at the Regent for September 30, in Munich, GermanyWe understand that you are requesting to change the location of your reservation due to reviews you have read online about this propertyWe apologize for any frustration this *** have caused
I have searched online reviews for this hotel, and see that they are mostly positiveAs with any industry, you will see negative reviews for serviceIn any case, I can assure you that Hotwire regularly evaluates our suppliers to ensure they are providing our customers the quality stay that they expect when booking through Hotwire
We ensure our customers will have a clean room in working orderIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional support
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 supplierFor this reason, reservations are booked as non-refundable and non-changeableHotwire will not be offering a cancelation or any changes for this reservation
For future reservations, if having a more flexible cancellation and change policy is important to you, you *** book hotels that display the name and address of the hotel before booking by searching on the Hotel tab on HotwireMany offer flexible cancellation optionsWhile not as deeply discounted as our Hot Rate(r) deals, Hotwire still honors our Low Price GuaranteeAnd we promise that within hours of booking on the Hotwire site, if you find a lower rate for your entire stay on another source, in an equivalent room type, with an equivalent bed type at the same hotel on the same dates, we will offer to refund you the differenceThis is how we ensure we are providing you the best possible deals for your reservation details at the time of your 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 Business Response /* (1000, 5, 2015/09/22) */
September 22,
*** ***
*** *** CT
*** *** ** 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 at the Ramada Waukegan Gurnee for cheSeptember 26, and check-out September 27, We understand that you disagree with the star rating of this hotel as a star and you received an unsatisfactory customer service, as such you are requesting a full refundWe regret any frustrations this *** have caused
We 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 would like to clarify how the star-ratings are assignedPlease understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customers
We understand you felt mislead as the Ramada Waukegan Gurnee was not listed under our standard rate hotels, but was available under the Hot RatesHowever, this was not intentional as these are two separate inventories and our partners *** only have enough availability for one or the other on a given dateWhen you book our Hot Rates we don't guarantee a specific location we guarantee the hotel can be anywhere within the map area you bookedWe don't discriminate the hotels base on the part of town they are
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable
Based on the above information, we are not able to honor your request for a refundHowever, we do assure you of a clean and comfortable stayIf there are concerns on arrival, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to your satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional supportWe are here hours a day, seven days a week to assist you
We appreciate your business and look forward to assisting you with your future travels
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did send the Revdex.com a review of what happened over the weekend regarding this matter however it hit a firewall I did go to the facility saw the poor conditions once again took pictures went to the desk they refunded Hotwire money I called Hotwire was on hold for nearly minutes at that point they did refund my money however I do want you to *** the conditions this hotel was it I do have pictures however it does seem to hit a firewall when I send them to your emailI do wish to send you the pictures however I want to send them to somewhere where they will be seen and not hit a firewall thanks so much for your assistance with this matter

Complaint: ***I am rejecting this response because: Based on all my documents, Hotwire is overcharge me but refuse to refund my portion. Sincerely,*** ***

June 3,
Mr*** ***
*** *** ***Williamsport, PA ***
In response to Revdex.com Complaint ** ***, Hotwire Itinerary ***
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with
Best Western Genetti Hotel & Conference CenterI understand you are dissatisfied for not being able to receive a refund for your reservation after you sent your proof of documentation
Upon review, I confirmed a Hotwire Manager processed your refund in full on May 30, Please be reminded, refunds take one to two business days to process and is up to your financial institution as to when the funds will be available for use which typically takes five to seven business days
We appreciate your business and look forward to serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

March 11, 2016*** *** *** *** *** ***In response to Revdex.com case number ***, Hotwire Itinerary ***Dear ***,Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate car reservation with Enterprise
I understand your dissatisfaction stems from the refund request which was initiated in August.First, allow me to apologize for the inconvenience 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.As I check the status of your request, I confirmed that your refund has been processed in the amount of 368.14CAD on January 13, Refund takes 7-business days for the funds to return to your financial institutionFrom there, it is up to your financial institution as to when the funds will be available for use.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 RelationsHotwire Corporate Office

April 4,
*** ***
*** *** ** ***
***, TX ***
In response to Revdex.com Complaint ID ***, customer e-mail address ***@unforgettable.com
Dear ***,
Dear ***,
I am writing in response to your inquiry to Hotwire and the
Revdex.com regarding a hotel reservationI understand you are dissatisfied because of a Hotwire booking that was cancelled without your notice
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

Complaint: ***I am rejecting this response because:
I have been a customer since 2012, and have booked more than hotels or car rentals through Hotwire. In that time, I have never made a complaint or asked for any type of customer care assistance. I am not someone who just signed up for the first time and isn’t happy with the selection. I have a history of trust established with Hotwire, and through the suggested comparison that led me to book this HotRate deal, I feel as though Hotwire broke that trust. I selected of the first ratings from a site you said you rely on-reviews were badAnother customer rated it a three, but did not give details. So how you then go on to say “most” people had a good experience is not accurate and is intentionally misleading.
My main issue that you did not even address in your response is with the suggested comparable hotels. My complaint is the listed hotels are intended to catch the eyes of customers and then I was given a MOTEL that does not even come close. I realize each hotel in a chain has it’s own rating, but here are reviews of hotel brands nearby that Hotwire said would be comparable
The “comparable” types of hotels to the MOTEL that I was given were listed on your site as: Hilton Garden Inn, Embassy Suites, Sheraton and Doubletree. Expedia provides the following ratings:
Hilton Garden Inn out of rating, 92% of guests recommend it
Embassy Suites N/A
Sheraton Hartford of out rating 94% of guests recommend it
Doubletree Hartford out of rating, and 82% of guests recommend it
The MOTEL I was given has a out of rating, and 57% of guests recommend it.
Again, I have been a customer for over years, this was my first issue with Hotwire, however I feel it could be resolved quite easily. We are talking about $73. $for a loyal customer to remain a customer moving forward.
Sincerely,*** ***

Complaint: ***
I am rejecting this response because: did not use the reservation Full refund necessary
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23,
*** ***
XXXXX *** Court
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns, sent through the
Revdex.com, regarding your hotel reservation at the Comfort Suites Miami Airport checking in March 15, We understand that you are requesting the Low Price Guarantee claim for $and an apology for the treatment from our customer serviceWe regret for any inconvenience this has caused
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
At Hotwire, we strive for clarity on the Web siteAs we want our customer to fully understand the Terms and Conditions of the Low Price Guarantee, we go on to clarify the exact guidelinesThe full Terms and Conditions for the Low Price Guarantee are located on our website, and include:
The lower rate you find must be availableSome sites display rates that are not actually available when you try to bookRates that are only available to the members of certain groups (such as AARP, AAA, group rates, corporate rates, and convention rates) are not eligible for the Guarantee
The lower rate must be available to the general public
We have investigated, and found the screenshot that you submittedAfter reviewing the screenshot, we found that it didn't include the dates of check in and check out, the rate being offered was limited to those enrolled into Choice Privilege membership, and the total didn't include the taxes and fees
We do apologize for any mistreatment that *** have occurred while speaking with any of our agentsWe do strive for excellence from all of our agents, and regret we didn't your Hotwire experience was anything less than exceptional
Based upon the previous information, we will not honor your request for the Low Price Guarantee
We 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, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Anyone can purchase the advanced purchase rate from the hotel's website directlyThe net result is a rate $cheaper than what I paidI immediately let you know of this, and all I get is delays and doubletalk in paying my claimSince you are not responding positively to my claim I have no choice but to contact the Minnesota Attorney General and open up a fraud complaintThis is not about $15, it's about sleazy business practicesYou can go to the hotel's website directly and get a better pre-paid rate, simple as that
Look at my account history with you and you'll find this is the first time I have ever submitted a claimI'm not doing this for enjoyment, and I have much better things to be doing with my timeThis is about right and wrongYour agents had no right to - hang up on me - keep me on hold for extended periods - transfer me multiple times to the Philippines when I asked specifically to speak with a US bases agent whom I could understandI notice your "apology" did not specifically mention any of those incidents
Final Business Response /* (4000, 9, 2015/07/05) */
July 5,
*** ***
XXXXX *** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Comfort Suites Miami Airport NWe understand that you found a lower rate for this reservation on the hotel's site, and are seeking a refund of $under our Low Price GuaranteeYou also state you were dissatisfied with the level of service you received from our Customer Care agentsWe regret any frustration this situation *** have caused
Though the time limit within which to file a Low Price Guarantee has passed, I wanted to be sure I had checked everythingI ran a new search on the hotel site, duplicating your reservation details; a room able to accommodate two adults and two children for cheMarch 15, and check-out the following dayWith the lowest rate found of $and taxes and fees of $19.37, the lowest rate bookable on the hotel site totaled $You rate you booked with Hotwire was $120.00, with tax recovery charges and fees of $29.06; your Hotwire total was $As the Hotwire rate is lower, this reservation does not qualify for a refund under our Low Price Guarantee
We 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 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 Express Customer Care at (XXX) XXX-XXXX
Sincerely,
***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 16, 2015/07/20) */
This matter is not resolvedHotwire was provided with evidence it chose to ignore so it would not pay it's low-price guarantee