Hotwire

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

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

Initial Business Response /* (1000, 5, 2015/10/21) */
October 21,
Dear ***
In response to Revdex.com Case number XXXXXXXX
Hotwire Itinerary Number XXXXXXXXXX
We are writing you this email regarding the complaint you raised with the Revdex.com for the Hotwire Itinerary
number XXXXXXXXXX .I understand you are dissatisfied with your recent hotel reservation, specifically with the star rating of the propertyYou feel the star rating is incorrect based on ratings found on other travel sitesAs such, you are requesting a full refund
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source, we use Hotwire customer feedback and surveys to adjust the hotel's score accordinglyThese surveys are sent out after every stay to encourage regular and current feedback on our partnersThis helps to ensure our star ratings are fairAt Hotwire, we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room
Prior to writing this letter, we called the La Quinta Inn & Suites Austin Mopac North hotel to verify if you used the hotel reservation and they confirmed that you did check in at the hotel and there were no complaintsBased on the information provided above, I am unable to honour your request to refund your reservation
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non- cancellable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Sincerely yours,
***
Customer Care
Hotwire Corporate

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

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

Initial Business Response /* (1000, 5, 2015/06/11) */
June 11,
*** ***
XXXXX *** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent
through the Revdex.com, regarding your reservation with the Westhouse New YorkWe understand that your complaint stems from the resort fees charged by the hotel, which are $per person per nightYou would like to have these fees waived, change your hotel or to cancel this reservation for a full refundWe regret any frustration or inconvenience this situation *** have caused
It is common for hotels such as this to have additional feesResort fees are not included in the Hotwire rate, as they are collected directly by the hotel, whether booked through a third party or direct with the hotel
We give our hotel partners the opportunity to provide estimated resort fee amounts, but this is not required information, as it *** disclose the exact propertyIf knowing all fees associated with the hotel is important in your travels, Hotwire also offers standard rate hotelsWith these you are able to book with the knowledge of the exact hotel, room type, and any fee requirements the hotel *** have
Hotwire strives for clarity during the booking process, and to ensure this we provide the following information in our Terms of Use "You'll pay the hotel directly for additional charges, like room service or resort fees." This is something that you must agree to before a booking can be completed
In exchange for guaranteeing our partners the reservations we book will be used as originally sold, they offer Hotwire deeply discounted ratesOnce 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-changeable
In consideration of the information provided above, we are unable to waive the hotel's resort fee and will not be honoring your request to change your hotel cancel your reservation for a refund
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

Re: Case Number ***, Hotwire Itinerary ***
Dear *** ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your car reservation for travel dates 20-Nov-to 27-Nov-
I regret you remain dissatisfied with the resolution that was provided
As previously mentioned, it was an exception that was given to correct and change the time for your reservationIt was fully explained how it works in which you agreed uponOur rates on the website are dynamic and changes from time to time
Our position on this matter will remain the same and our answer is finalWe are unable to cancel this reservation or process any refund
Still, we appreciate your business and regret your Hotwire experience was anything less than exceptional
Sincerely,
*** *** **
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/17) */
August 17,
*** ***
*** 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 upcoming stay at the Staybridge Suites in Houston TXWe understand that these are not the dates that you intended to book, and are asking to cancel this reservation for a full refundWe regret any inconvenience this situation *** have caused
At Hotwire, we are committed to getting you the best deals possibleA review of this booking has revealed that you did agree to the terms of use read to you by the customer service representative prior to final booking, which included advising you of the trip summary and confirming the dates of September 20, - September 21,
Once a reservation is confirmed on Hotwire.com, the details of your booking and our payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking, this is one of the ways we are able to procure such low ratesYou reached out to our customer service department on July 31, and the representative offered to book the correct dates, and with a completed booking, extend a courtesy cancellation as an exception to our Terms of UseYou declined this offer, and the booking was left as confirmed
Due to the above information, Hotwire will not be issuing a refund for this reservation
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire needs to understand that I clearly communicated to the customer service representative that I needed the booking for August 20th and August 21stHotwire refuses to accept responsibility on the representatives behalf, as she made a mistakeIf Hotwire really reviewed the booking, they would heard thisThey also would have heard me accept the representatives offer to book the correct datesHowever, when she informed me I would have to pay more than I initially paid before, I declinedAs I stated before, this was not my fault, so Hotwire needs to accept full responsibility
Final Business Response /* (4000, 9, 2015/08/24) */
August 24,
*** ***
*** 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 upcoming stay at the Staybridge Suites in Houston TXWe understand that these are not the dates that you intended to book, and are asking to cancel this reservation for a full refundWe regret any inconvenience this situation *** have caused
At Hotwire, we are committed to getting you the best deals possibleA review of this booking has revealed that you did agree to the terms of use read to you by the customer service representative prior to final booking, which included them advising you of the trip summary and confirming the dates of September 20, - September 21,
Once a reservation is confirmed on Hotwire.com, the details of your booking and our payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking, this is one of the ways we are able to procure such low ratesYou reached out to our customer service department on July 31, and the representative offered to book the correct dates, and with a completed booking, extend a courtesy cancellation as an exception to our Terms of UseYou declined this offer, and the booking was left as confirmed
Due to the above information, Hotwire will not be issuing a refund for this reservation
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

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, 2015/07/15) */
July 15,
*** ***
*** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concerns, as sent through the RevDex.com, regarding your hotel reservation with the Days Inn Bay City checking in July 3, We understand that you disagree with the star rating and are requesting a credit for a future reservationWe apologize for any frustration this *** have caused
As there is no standardized star-rating we start with Expedia's star-rating and then adjust the rating based upon reviews from our customers after they have completed their stayOur customers have given the condition of hotel a 2.6, room cleanliness score of 3.2, and a quality of service score We are confident that our star rating is correct for the Days Inn Bay City
Regardless of Star Rating, we do expect our hotel partners to provide a clean and safe roomIf your room does not meet these specifications and the hotel is not able to work with you, please contact our hour customer service team at 800-HOTWIRE (XXX-XXXX), so we can work with you so we can find a solution
In this case we will not be honoring your request for a credit for your next tripWe regret your Hotwire experience was anything less than exception
Best Regards,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you so much for your answerWhat I got was advertisement, your webpage says a star hotel could be Comfort Inn, La Quinta, Hampton and similar chainsI wasted my time during my vacations in taking pictures of Days inn and their horrible conditionsI also went to La Quinta and Hamptom and I took pictures to prove those are anything but similar to the one that I gotI would love to send the pictures to Hotwire and Revdex.com because this can't be happening anymore
I request a solutionI paid for something that wasn't what you advertisedPlease, provide me an email address and a contact to send all the prove that I have
Thanks
Final Business Response /* (4000, 9, 2015/07/23) */
July 23,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***:
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Days Inn Bay City checking in July 3, We understand that you disagree with the star rating and are requesting an email address to send in the photo's you have takenWe apologize for any frustration this *** have caused
The list of hotels are examples of the kind of chain brands that you could getIt is not meant to be a guarantee of the hotel you would getRegardless of the hotel you get, we do expect our hotel partners to provide a clean and safe roomIf your room does not meet these specifications and the hotel is not able to work with you, please contact our hour customer service team at 800-HOTWIRE (XXX-XXXX), so we can work with you so we can find a solution
For security reasons, we are not able to accept attachmentsIf you would like to send in the photos, you can send them via postal mail to the following address:
Hotwire Corporate Customer Care
PO Box XXXXXX
Portland, OR XXXXX-XXXX
Based upon the previous information, our answer remains the sameWe 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
Final Consumer Response /* (4200, 11, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire doesn't accept it's responsibility in a advertisement caseI need a solution and the one I am receiving is: "Deal with it"This is unacceptable

Initial Business Response /* (1000, 5, 2015/08/03) */
August 3,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear *** ***,
Thank you for the opportunity to address your concerns as sent through the
Revdex.com, regarding your reservation with the Detroit-Days Inn Metropolitan AirportWe understand that you were dissatisfied with this booking, as you were unhappy with the level of savings received, and you disagreed with the 3-star ratingYou checked out of the hotel after one night, and are seeking a refund for this reservationWe regret any concern this *** have caused
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationPlease allow us to clarify how the savings promoted on our site is determinedAt Hotwire, we strive for clarity during the booking processTo ensure this we provide the following disclosure at the bottom of our site:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention
We contacted the hotel and spoke with *** at the front deskAs you had checked out after one night, the hotel has authorized a refund for the remaining two nights of your bookingWe processed a refund of $to the Discover card that was used to book the reservationPlease allow up to three business days for the bank transfers to show in your accountYou will receive an email confirming your refund at your ***@yahoo.com address
With regard to the star-rating; as there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, the Detroit-Days Inn Metropolitan Airport is listed as a 3-star property with Hotwire
We have checked other well-known travel sites, and found the 3-star rating for this hotel to be fairThe Detroit-Days Inn Metropolitan Airport is also listed as a 3-star property by Expedia, TripAdvisor, HotelPlanner, Hotels.com, Booking.com, and KayakAt this time, we remain confident our star-rating system is meeting the needs of our customer's goals
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

March 16,
*** * *** *** *** ***, MI ***
In response to Revdex.com Complaint ID ***, customer e-mail address ***@yahoo.com
Dear ***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your bookings attempt at HotwireI understand you are dissatisfied because of the funds held for the booking that did not go throughAs such, you requested a refund
After reviewing your Hotwire account, I confirmed the Hotwire Itinerary mentioned above was voidedUnfortunately your transaction fell below our acceptable risk threshold
Any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processedSince these reservations were voided, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policiesI recommend contacting your bank for further information
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reasonBy accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of UseIf customers do not agree with any part of those Terms and Conditions, we advise they must not use the site
Going forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementIn addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (415)***
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 6, 2015/08/28) */
August 28,
*** ***
*** *** Place
*** *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with Enterprise on August 24, in Melbourne, FloridaWe understand that you have asked to cancel this reservation, as you preferred different datesYou are seeking a refund for these chargesWe regret any inconvenience this *** have caused
We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations *** 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 for this reservation
At the time of the initial booking, you were asked to read and acknowledge you understood and accepted our Terms of Use which state in part:
All Hotwire Hot Rate bookings are finalNo changes or refunds are allowed
When you reached out to our Customer Service Department on July 22, to advise us the wrong dates had been selected for this reservation, our Agent offered an exception to the policy for your convenienceA review of the call shows the Agent booked a new trip with the dates of your choice, and you audibly acknowledged the dates of August 24-were acceptableYou also agreed to the Terms of Use again stating no changes or refunds *** be allowed on the second reservation
Hotwire refunded your initial reservation on July 22, Because of the above information, the second reservation *** not be refunded
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the error was on my part I accept it however, since I was on the phone with Hotwire when it was booked and it wasn't until the email conformation came through that I could see the agent booked the wrong month and I then called back told them of the wrong booking date...and got more run around and was told that the issue would be reviewed by a supervisor who would call me by the booking date which did not happen either by the way...No I do not accept their standard form letter of denial of culpabilityAll I wanted was to correct the booking date as I needed a one time rental, now I am out of pocket for $250+ plus my time to keep calling and dealing with them and never took possession of the rental as they booked it for dates that I couldn't have used itHotwire needs to own up to their mistake, that I called them or times trying to get the issue corrected and then canceled once the date I needed the rental passed
Final Business Response /* (4000, 10, 2015/09/02) */
September 2,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***:
Thank for the opportunity to respond to your further correspondence sent through the Revdex.com, regarding your car rental at the Melbourne International Airport for August 24thWe understand your dissatisfaction remains as you did not see the dates for the reservation until after having received the confirmation emailAs stated in your complaint, you are requesting a refund due to an error from HotwireWe regret any frustration this has caused
Any time a booking is made over the phone with one of our agents, they are required to recap the details before completing the reservationThis can include names, dates, times, locations, terms of use, and moreAs stated, we have reviewed this call and found no error made by the agent who assisted you in making this reservation
Here at Hotwire, we are able to secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our website *** be used as originally bookedFor this reason, all reservations are booked as non-changeable and non-refundable
Based on the above, we *** not be providing a refund for this reservationWe appreciate your business and look forward to assisting in your future travel plans
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate Office

Complaint: ***I am rejecting this response because: I am aware how Hotwire works and Hotwire continues to be no help I have used your website multiple times in the past without issue I have never had to speak to customer service until now and it's good I did not as I'd never use the site again
I have stated all my facts and the answers you provide are not acceptableI have never asked for a refund but have asked you to charge me in the currency your website stated when I booked
Sincerely,*** ***

Initial Business Response /* (1000, 8, 2015/07/15) */
July 15,
*** ***
*** 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 booking at the Hotel ChelseaSpecifically, you are stating that we did not advise you that this hotel would have a resort fee or how much it would beAs such, you are requesting that we provide you with a full refund totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Here at Hotwire we strive to make our booking process as clear as possible, one of the ways we do this is by advising you before you book in the Know before you go section that "This hotel typically charges guests a resort fee of about $per room per night, regardless of how the room is bookedThe hotel collects this fee directly from you, so it doesn't show in your Hotwire total." We also advise you that this hotel has an estimated resort fee of $that you pay at the hotel under the Hotwire total right above the trip total before you bookIt is also stated in out Terms of Use that "You'll pay the hotel directly for additional charges, like room service or resort fees."
As we provide this information multiple times before a reservation is made, no refund will be givenWe 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

Complaint: ***I am rejecting this response because: Based on the description which is attached, It clearly states oceanfront hotelAfter speaking with a manager, hotwire willing admitted that based on the description it should have been an oceanfront and if they were a customer they would expect an oceanfrontThe description is advertisement and very miss leadingEven when trying to work with hotwire to try and resolve the matter, they use the situation to try and get more money from me by offering a room for 3x the amountTo me that seems like a ploy to corner customers to spend more moneySomething needs to be done to resolve this.Sincerely,*** ***

January 26,
*** * ***
*** *** St
*** ON *** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***and ***
Dear ***
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Hilton Garden Inn Toronto Downtown and Travelodge Hotel Niagara Falls FallsviewI regret you remain dissatisfied with the information we providedI understand you indicated you were not advised you will be charged in US dollars
As previously mentioned, Hotwire is a US-based website, where a customer is charged in US Dollars as set as default unless a customer proactively states the currency they wish to be billed in
We remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your feedback and will forward your comments for possible future improvements to the Web siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/23) */
August 23,
*** ***
*** *** *** DrApt ***
*** *** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Miss ***,
Thank you for the opportunity to address your
concerns as sent through the Revdex.com, regarding your recent car booking with Hertz in Pensacola Florida on August 16, We understand you were charged a fee by Hertz due to you being under the age of We regret any frustration this situation *** have caused
Here at hotwire during the booking process at the top of the final booking page you are required to check a box stating you are over the age of to rent a car through our web siteBefore you are able to finalize the booking you are also required to check the box stating you accept the Hotwire's terms of use, privacy policy and rules and restrictionsWhich state that the Hot Rate car rental in Non-refundable, cancelable, or transferable
Based on the above information, I am unable to honor your request for a refundWe appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms***,
I understand that I said that I was and I am currently 24, but I am active duty military and currently on ordersI have been instructed to say I am because once I present my military and my orders, the representative would waive the feeI discussed this with the representative, they could not waive itBefore I booked with another company, they said they did not charge my card and would give a full refund
After a company that represents you promises to give a refund based on the situation, how is that not grounds for a refund? I did not use any of the services that I paid for
I also refuse to call the hotline one more timeThe customer service people cannot speak English and I have asked time and time again to speak to an American representative and they refuse to transfer meIt is absolute worst costumer service I have ever experienced
-*** ***
Final Business Response /* (4000, 9, 2015/08/29) */
August 29,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hertz on August 16, in Pensacola, FloridaWe understand that you are under the age to 25, and were going to be charged an underage surcharge with HertzYou opted to rent elsewhere, and now are asking for a refund of this reservationWe regret any inconvenience this situation *** have caused
We obtain deeply discounted rates from our suppliers by guaranteeing them reservations will be used as bookedFor this reason all bookings are non-refundable, non-changeable and non-transferableOnce 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, Hotwire is charged for the booking
In order to complete the booking, you selected a box stating you read, understood and accepted the Terms of Use on our websiteThese state in part:
All bookings are finalNo refunds, changes or transfers
The rental agency will verify the driver is at least years of age
A review of this reservation shows these terms were read, understood, and agreed to at the time of bookingAs anticipated the rental agency did request proof of age, which was misrepresented at the time of booking
In consideration of the above information, we are not able to honor your request for a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since there was not an option to indicate on the form that I was under 25, I was left with the only choice to choose or olderAs stated previously, I have rented cars before through other companies and, as an active duty military officer, my age has never been questionedIf I had been informed that my military status would be in question, which would imply my age would be in question, I never would have signed the agreementWhen I spoke with the agent at the ticket counter, he also assured me that I would be given at least a partial refund since I did not receive a carThe number of military officers that rent cars on a routine basis that are also under the age of is substantialSetting this policy undermines our ability to move efficiently from base to baseI even showed my military orders to the person at the counter to authenticate my need to fulfill a military obligation which necessitated the rental of a carIn my effort to save money, I decided to look online for a car, I am amazed that hotwire is not willing to give the refund for this military obligationAs an officer in the Navy, I realize that there are times when flexibility is necessary to fulfill the mission in an efficient mannerI chose to rent a car with a different company to fulfill my mission in a timely and cost effective mannerI am requesting again, that I receive a refund of I also will never call the hotwire hotline again due to the representatives lack of English speaking skills and rude refusal to transfer me to an American
Very respectfully,
*** ***

Initial Business Response /* (1000, 5, 2016/02/23) */
February 23,
*** ***
***
***
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 hotel reservation with Kiahuna Plantation Resort Kauai by OutriggerI understand you are dissatisfied with your recent reservation as the new hotel you received from overbooking has a mandatory cleaning feeAs such, you are requesting to reimburse the charge in the amount of $
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold datesIn the event our hotel partners inform us of overbooking ahead of the customer's chedate, we sent outreaches to inform our customers of possible resolutions
Upon review, I confirmed that you contacted us on February 6, as you have received an email informing you that your hotel is already overbookedOur Travel Specialist gladly assisted you in rebooking you to a different property, where we covered the difference in rateI understand the frustration comes in when you received the confirmation email for your new hotel that shows the property collects mandatory cleaning feeAfter further investigation, I learned that you still end up paying more than your original booking, in this case, I have approved to refund the difference in rate in the amount of $Refund takes 7-business days processing time, then it is up to your financial institution's policies on when the credit will be posted to your accountIn addition, I have added HotDollars in your account under *** as compensation for this inconvenienceHotDollars are equivalent to US Dollars when used to book Hot Rate(r) Car rentals and Hot Rate(r) Hotel reservationsYour HotDollars will expire one year from the date of issuance
Allow me to assure you it is not our intention to mislead our customers in any wayWe at Hotwire strive for clarity during booking process and we try to show as much information as we can when booking a reservationWe have included all charges provided to us by the propertyHowever, some fees may not be readily available as it varies depending on the hotel's policyAfter further consideration, we have decided to extend an exception to refund the cleaning feePlease send us a copy of the receipt and billing statement showing the charges made by the property in ***Allow us 7-business days once we receive the documents to review and process the refund
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted this resolution as it covers my unexpected cleaning fee charge that was unknown to me after agreeing to stay at a different hotel after hotwire.com overbooked my original stayThey realized that my original hotel bill of was now going to be with the additional chargesThis was not a fair resolution to an overbooking on their side so they did the right thing and corrected this errorAlthough an expensive outcome for hotwire they bit the bullet and corrected this issue and showed outstanding customer service once you finally talk to the right peopleTheir standard customer service personnel have little power and are not willing to go too far in regards to redressing concernsI have sent Hotwire their requested documents and hope this will be the end of this dispute and a refund will be issuedIf not I will continue using Revdex.com, what a great service!