Hotwire

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23,
*** ***
XXXXX *** Court
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns, sent through the
Revdex.com, regarding your hotel reservation at the Comfort Suites Miami Airport checking in March 15, We understand that you are requesting the Low Price Guarantee claim for $and an apology for the treatment from our customer serviceWe regret for any inconvenience this has caused
Allow me to assure you we work hard to negotiate the lowest rates with our partnersWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within hours of booking, contingent the claim is from a source outside of Hotwire.com
At Hotwire, we strive for clarity on the Web siteAs we want our customer to fully understand the Terms and Conditions of the Low Price Guarantee, we go on to clarify the exact guidelinesThe full Terms and Conditions for the Low Price Guarantee are located on our website, and include:
The lower rate you find must be availableSome sites display rates that are not actually available when you try to bookRates that are only available to the members of certain groups (such as AARP, AAA, group rates, corporate rates, and convention rates) are not eligible for the Guarantee
The lower rate must be available to the general public
We have investigated, and found the screenshot that you submittedAfter reviewing the screenshot, we found that it didn't include the dates of check in and check out, the rate being offered was limited to those enrolled into Choice Privilege membership, and the total didn't include the taxes and fees
We do apologize for any mistreatment that *** have occurred while speaking with any of our agentsWe do strive for excellence from all of our agents, and regret we didn't your Hotwire experience was anything less than exceptional
Based upon the previous information, we will not honor your request for the Low Price Guarantee
We hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Anyone can purchase the advanced purchase rate from the hotel's website directlyThe net result is a rate $cheaper than what I paidI immediately let you know of this, and all I get is delays and doubletalk in paying my claimSince you are not responding positively to my claim I have no choice but to contact the Minnesota Attorney General and open up a fraud complaintThis is not about $15, it's about sleazy business practicesYou can go to the hotel's website directly and get a better pre-paid rate, simple as that
Look at my account history with you and you'll find this is the first time I have ever submitted a claimI'm not doing this for enjoyment, and I have much better things to be doing with my timeThis is about right and wrongYour agents had no right to - hang up on me - keep me on hold for extended periods - transfer me multiple times to the Philippines when I asked specifically to speak with a US bases agent whom I could understandI notice your "apology" did not specifically mention any of those incidents
Final Business Response /* (4000, 9, 2015/07/05) */
July 5,
*** ***
XXXXX *** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Comfort Suites Miami Airport NWe understand that you found a lower rate for this reservation on the hotel's site, and are seeking a refund of $under our Low Price GuaranteeYou also state you were dissatisfied with the level of service you received from our Customer Care agentsWe regret any frustration this situation *** have caused
Though the time limit within which to file a Low Price Guarantee has passed, I wanted to be sure I had checked everythingI ran a new search on the hotel site, duplicating your reservation details; a room able to accommodate two adults and two children for cheMarch 15, and check-out the following dayWith the lowest rate found of $and taxes and fees of $19.37, the lowest rate bookable on the hotel site totaled $You rate you booked with Hotwire was $120.00, with tax recovery charges and fees of $29.06; your Hotwire total was $As the Hotwire rate is lower, this reservation does not qualify for a refund under our Low Price Guarantee
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour Express Customer Care at (XXX) XXX-XXXX
Sincerely,
***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 16, 2015/07/20) */
This matter is not resolvedHotwire was provided with evidence it chose to ignore so it would not pay it's low-price guarantee

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, 2015/08/15) */
August 15,
*** ***
*** ***
*** *** ** XXXXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com,
regarding your hotel reservation at the Regent for September 30, in Munich, GermanyWe understand that you are requesting to change the location of your reservation due to reviews you have read online about this propertyWe apologize for any frustration this *** have caused
Our Hot Rate(r) Hotels offer deep discounts to customers who have some flexibility when travelingYou will find these deals on the Hot Rate(r) Hotels tab during your searchThese fantastic deals allow the customer to specify general location, star rating, amenities, and priceCustomers will find out the name of the Hot Rate(r) Hotel, immediately after they bookDue to the highly discounted rate backed by our Low Price Guarantee, our agreement with our Hotel partners is Hot Rate(r) Hotel reservations will be used as booked and are non-cancellable, non-changeable and non-refundable
On the final page of the Hot Rate(r) hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
All bookings are finalNo refunds, changes or transfers
Your account will be billed for the full amount when you book
After you book, the hotel's name and address will be revealed
Hotels will require a credit card when you check in; debit cards *** not be accepted
You'll pay the hotel directly for additional charges, like room service or resort fees
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed
Sometimes amenities *** be closed for the season or for renovation, though we try to show what's currently available
Based on the information above, we are not able to honor your request to change or cancel your reservation
I do understand your concern because of the reviews you have read onlineHotwire always assures our customers a clean room in working orderWe ask that you give our hotel partner a chance to accommodate youIf there are concerns on arrival, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to your satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional supportWe are here hours a day, seven days a week to assist you
We appreciate your business and look forward to assisting you with your future travels
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire not willing to hear my complaint and don't do anything about my complaint
I'm very disappointing and will definitely not order from Hotwire ever again!
I didn't ask for refund, I asked to replace this specific hotelAnd got my request denied
Final Business Response /* (4000, 9, 2015/08/21) */
August 21,
*** ***
*** XXXXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservation at the Regent for September 30, in Munich, GermanyWe understand that you are requesting to change the location of your reservation due to reviews you have read online about this propertyWe apologize for any frustration this *** have caused
I have searched online reviews for this hotel, and see that they are mostly positiveAs with any industry, you will see negative reviews for serviceIn any case, I can assure you that Hotwire regularly evaluates our suppliers to ensure they are providing our customers the quality stay that they expect when booking through Hotwire
We ensure our customers will have a clean room in working orderIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional support
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeableHotwire will not be offering a cancelation or any changes for this reservation
For future reservations, if having a more flexible cancellation and change policy is important to you, you *** book hotels that display the name and address of the hotel before booking by searching on the Hotel tab on HotwireMany offer flexible cancellation optionsWhile not as deeply discounted as our Hot Rate(r) deals, Hotwire still honors our Low Price GuaranteeAnd we promise that within hours of booking on the Hotwire site, if you find a lower rate for your entire stay on another source, in an equivalent room type, with an equivalent bed type at the same hotel on the same dates, we will offer to refund you the differenceThis is how we ensure we are providing you the best possible deals for your reservation details at the time of your booking
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate Customer Relations

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

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

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

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

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, 5, 2015/09/22) */
September 22,
*** ***
*** *** CT
*** *** ** XXXXX
Re: Revdex.com case #XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***
Thank you for the opportunity to address your concerns as sent through the RevDex.com regarding your booking at the Ramada Waukegan Gurnee for cheSeptember 26, and check-out September 27, We understand that you disagree with the star rating of this hotel as a star and you received an unsatisfactory customer service, as such you are requesting a full refundWe regret any frustrations this *** have caused
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
We would like to clarify how the star-ratings are assignedPlease understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customers
We understand you felt mislead as the Ramada Waukegan Gurnee was not listed under our standard rate hotels, but was available under the Hot RatesHowever, this was not intentional as these are two separate inventories and our partners *** only have enough availability for one or the other on a given dateWhen you book our Hot Rates we don't guarantee a specific location we guarantee the hotel can be anywhere within the map area you bookedWe don't discriminate the hotels base on the part of town they are
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable
Based on the above information, we are not able to honor your request for a refundHowever, we do assure you of a clean and comfortable stayIf there are concerns on arrival, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to your satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional supportWe are here hours a day, seven days a week to assist you
We appreciate your business and look forward to assisting you with your future travels
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did send the Revdex.com a review of what happened over the weekend regarding this matter however it hit a firewall I did go to the facility saw the poor conditions once again took pictures went to the desk they refunded Hotwire money I called Hotwire was on hold for nearly minutes at that point they did refund my money however I do want you to *** the conditions this hotel was it I do have pictures however it does seem to hit a firewall when I send them to your emailI do wish to send you the pictures however I want to send them to somewhere where they will be seen and not hit a firewall thanks so much for your assistance with this matter

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

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

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, 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

Initial Business Response /* (1000, 6, 2015/07/02) */
July 2,
*** ***
*** 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 Greenwood SuitesSpecifically, you disagree with this hotel's star-rating based upon online reviews and do not think that you will be provided with a suiteAs such, you are requesting that we cancel your reservation and refund you $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Please understand that there is no universal or national standard to determine a hotel's Star RatingTo insure our ratings are accurate, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedbackWith our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotelAfter further review we have determined that the greenwood suites is a star property
You expressed concern that a suite will not be provided for you at this propertyThe suite amenity was advertised for this reservation; as such we have reached out to this hotel to verify the room type that has been reservedThe hotel has assured us that a studio suite has been reserved for youOn our website we describe a suite as a room that is designed for an extended stay or is more spacious than the average hotel roomIf, in the future you need one or more separate bedrooms please look for our one bedroom or two bedroom suite amenities
Based upon the information above we are not going to honor your request for compensation totaling $We 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

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16,
*** ***
X*** Ave Apt **
*** *** ** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concerns, as sent through the
Revdex.com, regarding your hotel reservation with the Sheraton Puerto Rico Hotel and Casino for July 16, We understand that you are requesting a hotel that is within the city limits of Condado or a refundWe apologize for any frustration that this *** have caused
At Hotwire, we strive for clarity during the booking processBecause the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be locatedSince exact street location is not revealed until the booking is complete, it is important for our customers to review this mapIn this case, the area selected was "Condado"I have confirmed the Sheraton Puerto Rico Hotel and Casino is located within the green shaded map defining that area
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use
Based upon the previous information we will not be honoring your request for a refund or changing of your hotelWe regret your Hotwire experience was anything less than exception
Best Regards,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand completely Hotwire's policy on Hotrate bookings to be finalHowever, I find it to be unfair to expect people to be bound to an agreement, when the terms we not correctly advertised
I also am confused on your policy about not making changes to reservations based on the contract you made with the hotelWhen I called Hotwire, they were willing for to rebook me at a different hotel at the full price of the roomI turned this down because that was not the deal that I wanted when using Hotrate, when I asked for a refund they said no because of its agreementI see this as being a contradictionHotwire was willing to change my hotel, only if I was willing to pay over double what I paid when I made the original bookingBut your not willing to refund me, based on Hotrate's agreement with the hotels
Due to what I deem as being advertisement and that the unsound reason why Hotwire is saying why I cannot get a refund, I am not accepting the response I got from HotwireI did not cheto the San Juan hotel that I was assigned to by Hotwire and would really appreciate a full refund
Final Business Response /* (4000, 9, 2015/08/06) */
August 6,
*** ***
X*** XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to readdress your concerns, as sent through the Revdex.com, regarding your booking at the Sheraton Puerto Rico Hotel and Casino for cheJuly 16, and check out July 19, We understand that you did not accept our initial response to your letter and you are looking for a full refund
To reiterate:
It is noted that you spoke to several agents, all of whom educated you on how our Hot Rates and mapped areas work
Distances provided on our web site are derived based on straight-line measurement, or better known as "as the crow flies"
All distances are measured from the starting point information enteredTo provide the exact distance would reveal too much information about the hotel, in direct conflict of the "hot rate" or "opaque" model that allows our partner/suppliers with anonymity until booked
We are able to negotiate these great low Hot Rates with assurance to the hotel that the name and exact location will not be revealed until the booking is completedThis allows hotels to better manage their inventory - without competing with themselves
Knowing that not everyone is willing to risk not knowing where they are staying, we also offer hotels bookings that allow you to view the names of the hotelsYou will note, those are generally more expensiveWith those selections, you are able to choose the hotel of your choice and know exactly where the hotel is before your book itAgain, they are not discounted like our Hot Rates
It is noted that you last called us on July 3, The agent you spoke with offered an exception to rebook you on our standard rate as a first time customer, new to our pricing modelIn that case, you *** choose the hotel of your choice and the new booking will cancel out the old booking, with you paying the difference in rateYou declined the offer, due to the rate
We guarantee payment to our hotel partners on all our Hot RatesWhether you cheor not, Hotwire still has to pay for the bookingsAs a result we won't be honoring your request for a full refund
We appreciate your 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 customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations

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 31, 2016*** *** *** *** *** Utica, NY 13501In response to Revdex.com case number ***,Hotwire Itinerary *** Dear ***,Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your booking with the *** ***
***, a Joie de Vivre HotelI understand you are dissatisfied with your recent booking as you feel you were misinformed about the parking fee.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 best suiting their needs such as "Free Parking"If the amenity is listed, you should expect this at the hotel during the dates of your stayIf "Free Parking" is not listed as an amenity and a hotel opts to charge for parking, it is treated as any other incidental not included in your Hotwire rate (i.eroom service, phone calls)Any parking fees incurred must be paid directly to the hotel, usually at check-out timeAfter reviewing your reservation, I confirmed "Free Parking" was not listed as an amenity.As previously stated, Hotwire is unable to post certain specifics about the hotel such as how much do they charge for parking if free parking is not listed as an amenityIf we were to mention specifics concerning parking, it may allow our customers to determine what property they are receivingThis would break our agreement with our partners to keep them anonymous until the booking is completed.Based on the above information, I am unable to honor your request for a full refund.We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.*** ***Customer Care RelationsHotwire Corporate Office

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

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,
*** ***