Hotwire

Initial Business Response /* (1000, 5, 2015/08/16) */
August 16,
*** ***
*** *** Way
*** Forest, ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent
through the Revdex.com, regarding your Hot Rate hotel booking with the Econo Lodge in Fairfield, CaliforniaWe understand you are requesting a refund due to bed type not availableWe regret any frustration this situation *** have caused
One of the ways we're able to provide awesome rates for our Hot Rate Hotels is by booking run of house reservationsThis means that preferences such as smoking or non-smoking, specific locations within the hotel itself, or any other upgrades are solely at the discretion of the hotel if not specifically offered by Hotwire when making the reservationWe guarantee that the room will sleep the number of guests, but bed types and sizes aren't guaranteedWe do, however, offer the option of a smoke-free property when using our amenity filter when selecting the best Hot Rate Hotel for your needsWe encourage you to utilize this fabulous feature in the future
In order to secure our low rates, our agreement with our hotel partners is that reservations will be used as bookedFor this reason, reservations cannot be changed, transferred or refundedYou can find our full Terms of Use by visiting http://www.hotwire.com/travel-information/terms.jspThe terms of the booking are what allow us to offer the great rates you see on our site and for this reason, your reservation must remain confirmed with the original details provided at the time of booking
Based on the above information we will not be offering a refundOur goal is to exceed your expectations and we regret we did not do so on this occasionWe hope to have the opportunity to better serve your needs in the futureFor any other issues we can assist you with, please feel free to contact us directly at 1-866-HOTWIRE (XXX-XXXX)Thank you for choosing Hotwire
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue #1: The reason I did not use my reservation was not due to "bed type" as listedYes, when I checked in, I requested a room with bedsI was told that only smoking was available for bedsI then told them bed was fineThe man at the check in counter said he had a single that was suitable for personI had people (per my reservation), so this room would not allow both of us to have a place to sleepI am unable to stay in a smoking room due to asthma and my elderly mother is also unable to stay in a smoking roomSo this left us with no available hotel roomThe man at the chedesk told me that Hotwire does this to them "all the time" and that I should call Hotwire and see what they could do to help me
Issue #- I used Hotwire's mobile website on my android phoneThe filter button on this website only allows you to choose between star ratingsIt does not give you an option of smoking vsnonsmoking on this websiteThey need to fix this website to add the amenity or take it down completelyWhen I made the reservation on this website, I assumed that nonsmoking was default since there was no place to select it as an optionI had used this website before and had always ended up with a nonsmoking roomHotwire needs to acknowledge that I had no option on their site to choose nonsmoking
Issue #- As soon as I realized I could not use the reservation, I called Hotwire's customer service lineI remained on hold for over an hour trying to speak with someone about my problem's with the reservationI had my mother call from her phone as well and she was also put on hold and no one ever answered the callI called again on Sunday morning (the day after our reservation was to be used) and there was still no answer - I was just put on hold indefinitely by the systemI was unable to reach anyone until 6am on Monday morningHotwire needs to acknowledge the fact that I attempted to call to find out how to handle the issues with my reservation but they had no one availableThey need to set up a line specifically for issues or for the hotel to call when issues such as these come upInstead, as it stands, I was left out in the dark with no place to stay in a city that I knew nothing aboutI was forced to go minutes away, on my own with no help from hotwire, to find a room that I could afford for the night
Issue #- The hotel that I was sent to was far from a two-star hotel, as advertisedIt was in a questionable neighborhood and required that I check in with a man behind bullet proof glassI expect Hotwire to provide suitable and SAFE accommodations to their customersThis hotel did not meet any of those standards and should be removed from the list of two-star hotels
Issue #- I followed Hotwire's policy - I used their mobile website, I went to the hotel assigned to me, I was unable to get a room, I called Hotwire to attempt to get help in using my reservation, I was put on hold indefinitely and unable to get help from hotwire, I requested a refund due to all of my trouble, and I was deniedHotwire says it has good customer service, but the truth is that they have no customer serviceThey refused to help me, have refused to work with me, and now refuse to refund my moneyI am a single mom who was trying to find an affordable hotel room for the nightHotwire trapped me into a reservation that I was unable to useThey are a money hungry company with no regard for the customers that they claim to care about and serve
Hotwire needs to stand by their product and admit that they were wrong in this caseI did everything by the book, was not provided a hotel room due to problems with their reservation system, and I am being punished for itHotwire should be required to refund my money and make this situation right
Final Business Response /* (4000, 9, 2015/09/01) */
September 1,
*** ***
*** XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary #: XXXXXXXXXX: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking at the Econo lodge for cheAugust 1, and check-out August 2, We regret that you remained dissatisfied regarding our response; as such you are requesting a refundWe apologize for any frustration this *** have caused
We have done further investigation on your account, and can confirm that you spoke to multiple agents and the issue was about the "room type and bed type" our agents educated you that Hotwire only guarantees a room that can sleep the number of guest booked with our Hot RatesWe called the hotel and they confirmed that they did provided you with one bed and you were unhappy with it, which led you to check-out of the hotel
Regardless what device you use to make a reservation, the amenities of the hotel are display multiple times before confirming your reservation, and this hotel wasn't book with a smoke free amenityThe smoke free amenity is available on our amenity list when there is a hotel with that amenity availableAs the previous agent already reiterated, our Hot Rates are run of a house, which means the hotel accommodate you base on their availability
At Hotwire we always guarantee a clean and a comfortable room in a working condition, regardless the star rating that you bookedThis hotel is in our two star collections and it is comparable to any of the two stars in that areaWe get our star-rating by incorporating the Expedia rating and based on our customers' feedback the star rating can go up or downWe do our best to accommodate those needs and have our hour customer service line to call when you cheto the hotel and that is not providedBased on the information we have about this hotel it those meet the requirement of a two star on our website
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait timesWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expectThat is why we advised you to call us if you cheto the hotel and it didn't meet your expectationsHowever, these issues were not brought to our attention at the time of your reservation; therefore we did not have opportunity to help resolve them
Based on the information above, we are unable to honor your request for rebookingWe appreciate your business and regret your Hotwire experience was anything less than exceptional
If you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire refuses to accept any responsibility for the issues that I encountered trying to use my reservation
Fact - On an android mobile device, if you go to www.hotwire.com/mobileIt does not give me any amenities optionsI am simply able to sort by star ratingSo their claim that I can pick amenities is still false
Fact - I attempted to call hotwire immediately upon not being able to use my reservation as intendedI was on hold for almost an hour on the day of the reservation and spoke to no one, on hold for another hour on the day following the reservation and spoke to no one, and finally spoke to a hotwire employee the day following thatIt took days to get a person to address my concerns - completely unacceptable
Fact - According to hotwire, I should have checked into a room that would have slept one person (instead of the I reserved for) and had one person sleep on the floor or lose my moneyI chose not to sleep on the floor of a completely FILTHY hotel and I lost my money for that reservationThe hotel is unsafe (based on the bullet proof glass protecting the hotel employee at check-in) and not suitable to be rated a star hotelHotwire claims to "guarantee a clean and a comfortable room in a working condition" - this is not the caseHotwire will provide you with a reservation for whatever cardboard box they can stick you in so that they can steal your money
This company is fraudulent and completely irresponsibleI continue to follow all company "procedures" and "policies" and I continue to get mistreatedthis is unacceptable

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: 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,*** ***

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

March 31, 2016*** *** *** *** Saint Charles, MO 63301In response to Revdex.com case number ***, Hotwire Itinerary ***Dear ***,Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservation with *** ***
*** PlaceI understand you are dissatisfied with your experience with one of our Travel Specialists as you only requested two rooms but was booked for three.We appreciate your feedbackPlease be assured in the event a customer claims an error was made while speaking with our Travel Specialists, we take the matter very seriouslyWe will review the situation unbiased and take full responsibility if we find an error on our end.After reviewing the call, I confirmed our specialist provided a quote for one room then added another room for the same total amount of $as requestedHowever, two additional rooms were added on the reservation by mistakeIt is of much regret if there was any miscommunication with our specialist while booking your hotelAllow me to assure you this matter will be handled internally.After further investigation, I confirmed that the refund was processed in the amount $on March 28, Refunds typically takes one to two business daysPlease contact your financial institution as to determine when the funds will be available for use.Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near futureBest regards,*** ***Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26,
*** ***
*** *** Dr
***, ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns, as sent through the
Revdex.com, regarding your car reservation with Hertz for August 26, We understand that you are seeking to a full refunded for this reservation due to a change in plans because of workWe regret any frustration this *** have caused
We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation
Based upon the above information, we will not be honoring your request for a full refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response due to if I have a verbal request from Hertz stating it is ok to refund my money if should not be a problem even if it is there policy not to refund your purchase A hour notice is not always possibleLife happens Wethersfield its business or work.I will not be using there services again
Final Business Response /* (4000, 9, 2015/09/13) */
September 13,
*** ***
*** *** Drive
***, ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***,
Thank you again for the opportunity to address your concerns, as sent through the Revdex.com, regarding your car rental reservation with Hertz for August 26, We understand that your plans were changed and you were requesting to cancel the reservation for a full refundWe regret any inconvenience this *** have caused
At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally soldHotwire prepays for this reservation at the time of bookingOnce we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or notHotwire explains at the time of booking that all bookings are final with no refunds, changes or transfersWe ask you to confirm you have read and understand this in order to complete the bookingA review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking
Hotwire has reached out to HertzWe have confirmed the car was billed for the full term of the reservationHertz has not authorized any refund for this reservationOur decision remains, we are not able to honor your request for a refund
We appreciate your business and hope to assist you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 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

Initial Business Response /* (1000, 10, 2016/01/20) */
January 20,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com case number XXXXXXXX) regarding a flight reservationWe understand Mr*** is requesting a full refundOn January 15, 2016, we contacted Mr*** to acknowledge receipt of their Revdex.com complaint, however there was no answer
Our records reflect on July 19, 2015, the customer self-booked a multi-carrier flight reservation using Hotwire.comTravel was on United and Air China departing August 25, from Detroit, Michigan to Beijing, China, connecting through Washington, DC and returning on December 14, 2015, from Beijing, China to Detroit, Michigan with Air China and Delta, connecting through Newark, NJThe customer is stating his flight was canceled and he had to purchase two tickets to return home
From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAir China was merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryHotwire has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline's policies
Only the airline can make changes to your flightsThese changes are not related to the type of ticket that you bought or the company that you bought fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues
On November 25, 2015, Hotwire received notification from Delta of a major airline schedule changeMr*** connecting flight in Newark, NJ changed resulting in an invalid connection
Hotwire made several attempts to contact the customer, by phone, to advise him of the changesAs a last attempt to reach the customer, we emailed Mr*** on November 29, 2015, using the email address that was linked to the account used to booked the itinerary; ***@gmail.com We advised him to contact us immediatelyAs no contact was made, Hotwire then sent a message to the airlines advising them to assist the customer at the airport as we were unable to reach him
We can confirm Mr*** contacted us on December 13, regarding the airline schedule changeOur agents then contacted Air China to confirm alternate flightsAir China advised the new booking had to be confirmed prior to December 14, or there would be a chargeHotwire was unable to get the customer to confirm the new flights so the reservation was not changed
Hotwire advocated on the customer's behalf to request a refund of any unused segmentBoth Air China and Delta Airlines; advised their reservation system is reflecting all flight segments were usedDelta Airlines stated Mr*** return flight was re-issued at the airport and usedWe regret any inconvenience the customer encounter; however, Hotwire is unable to offer any refunds or compensation for this matter
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 12, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Hotwire's response
First, on December 13, 2015, once I was finally contacted about the change to my flight I immediately contacted HotwireI was then told that Air China was closed, and that I would need to call again tomorrow, December I was not told that "Air China advised the new booking had to be confirmed prior to December 14, or there would be a charge", instead I was repeatedly told, that my ticket had no value and that Air China and Hotwire would not honor the ticketThis is unacceptable as I purchased a roundtrip ticket; I did not receive a roundtrip ticket
Second, as to, "Hotwire was unable to get the customer to confirm the new flights so the reservation was not changed"I accepted multiple offers from Hotwire to be routed into different cities, however, each time the offer was retracted by Hotwire/Air ChinaThis was a day-long process of Hotwire extending offers and retracting them, and I have the phone records to prove it
Because Hotwire did not honor my roundtrip, I was forced to buy another ticket from New York to Louisville for about $250, as well as a hotel nightWhat should have been a ~20hr trip, resulted in something much longer
This is highly unacceptableI request that Hotwire either refund all or partial amount of the ticket price or reimburse me in someway for the trip
Final Business Response /* (4000, 14, 2016/02/04) */
February 4,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr*** ***We regret to hear Mr*** did not accept our response and/or resolution offered
As previously advised all changes to the Mr*** flights were caused by an airline schedule change; which Hotwire has no control over nor provide reimbursement forWe have also advocated on the customer's behalf to Delta and Air China, and both airlines has not honor any request for compensation
Mr*** is free to contact the airlines directly to pursue compensation as they would know why the airline schedule change happenedHotwire stands by our previous decision and is unable to honor the request for a refund or compensationAs the customer has not provided any new information regarding this matter, we respectively request that the Revdex.com close this case
We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***

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

Initial Business Response /* (1000, 5, 2015/08/15) */
August 15,
*** ***
XXXXX *** *** Lane
*** *** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs***,
Thank you for the opportunity to address your concerns as sent
through the Revdex.com, regarding your booking with the InterContinental *** F* on August 15, in ***, ***We understand that you are seeking a refund for your reservation, because the hotel did not have an outdoor poolWe regret any inconvenience this situation *** have caused
When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each establishmentCustomers can then choose the place they want to stay based on amenities that best suit their needsIf the amenity is listed, we guarantee it is found at the hotelWe have contacted the hotel, and confirmed that they do have a poolThe description provided along the booking path and in our Amenity Guide located in our Help Center is as follows:
"Pool(s): Property offers at least one pool area; hours and dates of operation *** be seasonal."
Hotwire at does not specifically indicate when a partner hotel offers an outdoor poolThis amenity listing also does not list the number of pools at the propertyThis is not an attempt to deceive our customersWe allow overlapping amenities to maintain our partner's anonymity, so our customers cannot use the amenities to attempt to identify the opaque inventory offered
At Hotwire, we obtain deeply discounted Hot Rates(r) 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
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: All bookings are finalNo refunds, changes or transfers
In consideration of the above information, we are not able to honor your request for a refund
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, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms.***,
Thank you so much for your responseFortunately for us not all individuals in your organization have such lacking customer service skills
On the same date as you drafted this response (August 15th,2015) someone from your customer service department contacted us and offered a full refund for our hotel room and as you put it "less than excellent" service
Perhaps in the future Hotwire should focus more on developing communication skillsThese could be developed both internally and with your customers.If only you had known someone already granted us a refund! I feel Ms.*** this could really save you from these embarrassing situations in the future
It is quite clear to me that the Hotwire organization is not on top of their game at this pointWe will no longer be using your servicesAnd we will be making sure to spread the word
*** ***
Final Business Response /* (4000, 9, 2015/09/02) */
September 2,
*** ***
XXXXX *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking InterContinental *** F* on August 15, in ***, ***We understand that you were seeking a refund because the hotel did not offer an outdoor pool
A review of your account shows that on August 15, 2015, an agent did contact you to provide a one-time exception for the Terms of Use agreed to at the time of bookingAs explained by the agent this is an exception and there will not be any exceptions outside the Terms of Use in the futureWe understand that Hot Rates are not for everyone so Hotwire offers a hotel tab that shows all details of every hotel listedThis will allow you to contact the Hotel and inquire if the pool is indoor or outdoor, under construction, or closed for cleaning during your stay as well as any other questions you *** have
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-
Sincerely,
***
Hotwire Corporate Customer Relations

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, 2016/01/15) */
January 15,
*** ***
*** *** Avenue
*** *** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX & XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com regarding your reservation with TI - Treasure IslandI understand you are dissatisfied with your recent hotel booking because the hotel did not have a non-smoking room available at time of your check-inAs such, you requested a refund
We guarantee a non-smoking room if the hotel shows a "smoke free" amenity in the details and search resultsIf the property is not "smoke free," customers can call the hotel after booking to request a non-smoking roomThe hotel may or may not be able to accommodate the request, as their ability to do so is based on availabilityAfter reviewing your reservation, I confirmed the "smoke free" amenity was not listed for this property
When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each propertyCustomers are able to choose the place they want to stay based on amenities that best suit their needsHotwire takes pride in providing our customers with a functional site with multiple features to help choose a hotel best for themTherefore, we provide a feature during the booking path allowing customers to filter their search results by amenityFor example; if a customer checks the box provided for "smoke free rooms", our site will then refresh displaying only properties including our "smoke free" amenity
Upon investigation, I contacted the hotel and talked to ***, She said they accept room type requests from guests, however, they do not guarantee the room as it is still based on availability upon your check-in
Based on the information above, I am unable to honor your refund request
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, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I booked the room - it showed a non-smoking option which I selected, I also called and was promised by the front desk a non-smoking room and I did not stay even one night in the propertyHotwire has a habit of fibbing on these matters often and my experience was the same that they told multiple stories each time I asked
This is also NOT what they said when first calling and asking about this option
It is why they carry a star review across many sites, and have a history of pulling this like: https://www.trustpilot.com/review/www.hotwire.com
Final Business Response /* (4000, 9, 2016/02/05) */
February 5,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX & XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Motel Le MarquisI understand you are dissatisfied with your recent hotel booking as you indicated you selected a non-smoking room at the time of booking
As we previously mentioned, we guarantee a non-smoking room if the hotel shows a "smoke free" amenity in the details and search resultsUpon reviewing your account, the amenities listed are: Resort, Free parking, Casino, Fitness center, Pool(s), Restaurant(s), Business center, Internet access, Golf nearby, Tennis nearby, Spa services, Accessible for visually impaired, Accessible for hearing impaired, Accessible path of travel, In-room accessibility, Accessible bathroom, Accessible parking, Roshower
At Hotwire, we strive for clarity on our Web siteWe make sure to point out booking details such as amenities along the booking pathAs such, our decision to not refund your reservation remains final
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not even mention the correct hotel above, it was treasure island is not the location - this is a patten of failed communication and statements
They had listed the non smoking option when I booked and they are lying here as they have to other customers

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

Initial Business Response /* (1000, 6, 2015/05/18) */
*** 18,
*** ***
** ** *** Boulevard
***, ** *** ***
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns through the
Revdex.com concerning your reservation with the Quality Inn Laval, in Laval, QuebecWe 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
Upon investigation, we have confirmed that your previous reservations have been booked with CAD, using a desktop computerAs this new reservation was booked using the mobile app, the default was preset to USDHotwire 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 typeOn the Hotwire mobile app, you can accomplish this by following these simple instructions:
Open the Hotwire mobile app, and touch Settings (gear symbol)
Select "currency" and chose CA$, or Canadian Dollars
This will set your default currency to CAD
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, 8, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reservation was NOT made using a mobile application, but with my desktop computer,
the same one I've always used in my prior business with Hotwire
This is the same response I'd gotten when I first contacted Hotwire support before contacting the Revdex.com
All I can say you is that Hotwires's
investigation is wrong , I have NEVER used the Hotwire APP to make a reservation
If they prefer to loose a customer rather than being fair about this it's their prerogative of course
Final Business Response /* (4000, 10, 2015/05/31) */
*** 31,
*** ***
** ** *** Boulevard
***, ** *** ***
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you again for the opportunity to address your concerns through the Revdex.com concerning your reservation with the Quality Inn LavalYou state in your letter that you have never used the mobile app to book a reservation with Hotwire, and you have requested that Hotwire compensate you for the conversion fees associated with this transactionWe regret any concern this issue *** have caused
With regard to your statement that you have never used the mobile app to book a reservation, our records show what method was used to place each bookingThough you *** have not been using the app on your phone, it does show the booking portal as mobile; this *** have been used on a tablet, phone, or notebook type computer
Our decision remains, 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
Final Consumer Response /* (4200, 12, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can only reiterate that I have never used a mobile device to book a hotel room be it a cell phone or tabletIf your records show otherwise then your records are erroneous
All my bookings with Hotwire were made using my desktop computer.I.Paddress ***
As for your statement :
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
You know what you can do with that one HUH?
You obviously prefer to loose a customer of this matter, so Hotels.com here I come
I didn't expect to obtain satisfaction with Hotwire, and you can be certain that I will never
recommend your website to any of my friends or relatives

March 14,
*** * *** *** *** *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your recent car reservation with Ramada Monument LodgeI understand how the long process is frustrating youAgain, we appreciate your patience regarding this matter
We have received a communication from our Finance Team that your refund of $was already processedIt was refunded on March 13, Please be reminded that the time it will go back to your account depends on your bank’s policy
Thank you for bringing this to our attention
Our goal is to exceed your expectations; we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/05/31) */
*** 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

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

November 11,
Mr*** ***
*** *** *** ** ***
In response to Revdex.com Complaint ID ***
Dear Mr***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Quality Inn & Suites Kissimmee by The Lake
Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we use Expedia’s rating system and only downgrade based on customer feedback
Regarding your claims about the trip advisor rating, we are unable to validate that at this time, as we did not see any mismatch on the websiteIf you can provide a screenshot that would prove your claims, we are more than happy to review itYou may send it to *** as an attachmentOnce reviewed, we will notify you with the results
Based on that information, we are unable to honor your refund request
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:
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,*** ***