Hotwire

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

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

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, 2015/07/24) */
July 24,
*** ***
XXXXX *** Terrace Apt ***
*** ** 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 hotel reservation with the Magnuson Hotel and Convention Center at Oyster Point for July 5, We understand that you are requesting of $due to the condition of the hotelWe regret any frustration this *** have caused
At Hotwire we take pride in being able to provide the lowest guaranteed rates for all of our productsOur target audience is the flexible traveler looking for the deepest discountsTo obtain these deep discounts, we promise our partners reservations will be used as originally bookedFor all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold inventory
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
We see that you contacted us during your stay, and at that time we were able to refund you for the nights you did not stay at the hotelAt that time we were unable to refund you for the night you did stay
Based upon the previous information, we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16,
*** ***
*** *** *** Blvd
*** ** *** ***
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 Econo Lodge Downtown for June 29, We understand that you are requesting an apology and a full refundWe regret any frustration this *** have caused
As with all of Hotwire's reservations, once they are created the details and payment information is sent to our suppliersThe fact that the reservation wasn't in the hotel system and that it took over hours to get this resolved was not optimal
We understand that you were under the impression that we would be reaching out to you and we apologize for any miscommunication as we do want all our customers concerns resolvedWe sincerely apologize for this situation and will be looking into this internallyWe understand this was an inconvenience and as such have applied 25HotDollars to your accountHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and Hot Rate hotel reservations, these HotDollars are valid for up to one year, expiring on July 15,
Based upon the information above and our previous correspondence we are not going to be providing you with a full refund totaling CAD We regret your Hotwire experience was anything less than exceptional and hope that we have the opportunity to better serve your travels needs in the near future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear *** ***,
If you had read my complaint clearly and thoroughly, you would have seen that I was offered the "Hot dollars" by one supervisor and "Escalation manager" in the beginning when I had made my complaint to Hotwire about the incompetent service providedHot dollars is not going to get me anything with Hotwire where I do not have to put my own money to "purchase a deal"In your response you mention that I can use these HOT DOLLARS to book Hotwire Hot Rate car rentals and Hot Rate hotel reservationsPlease direct me to any deals where the full amount (rate + service charges & fees + taxes if any) of either the car rental (which I do not need) or the Hotel Reservation amounts to Hot dollars without me having to invest any of my money!!!
I definitely consider Hotwire responsible as even Hotwire's automated system could not find my reservation on June 29th and the customer service agent could find it only after providing her my email addressShe never found it by only giving my Hotwire Itinerary numberIt has not gone unnoticed by me in your response how this part of the complaint was totally dismissed and not addressed at allBased on the Hotwire's Itinerary number, my reservation could not be found at all on the 29thIt was however found on July 1st when I called in to complain which was of no use to me then at all
I consider the offer of Hot dollars, a sales gimmick to get me to book thru Hotwire again which I choose not to doI had mentioned this to both both your supervisor and manager and had mentioned it in the complaint to Revdex.com as wellThe fact that you came back with the same offer in spite of me clearly mentioning in my complaint that that offer was a kind of a scheme to try to get me to book with you again shows that HOTWIRE has not really taken any responsibility for their incompetent customer service!!!
Any kind of compensation offered to me via Hotwire should be done via "refund thru my credit card" not by trying to hoodwink me through another sales scheme
Dear Revdex.com,
I would also like to ask you to see if Hotwire's procedure to resolve complaints and provide compensation could be done without offering of any "Hot Dollars"
Regards,
Ms***
Final Business Response /* (4000, 9, 2015/07/26) */
July 26,
*** ***
***
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms***:
Thank you again for the opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Econo Lodge Downtown Ottawa, OntarioWe understand that you are dissatisfied with the HotDollars that have been added to your account as compensation for the delay in cheto the hotelWe regret any concern this *** have caused
The HotDollars were added to your account for the inconvenience you experienced in waiting to check in to the hotelAs the reservation was used and full payment was made to the hotel by Hotwire, we will not be providing you with a monetary credit as requested
We regret the inconvenience this situation caused and appreciate that you took time to express your concernsCustomer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect
If you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear *** (Hotwire),
If you offer your compensation in "hot dollars" (as I see in all the complaints in the reviews all over the internet about Hotwire) which I really cannot use without me actually investing more money then you should be ready to also take payment in the form of grocery points or some such loyalty points that I get from my local stores (which you of course cannot use unless you come to ***, **)
The reason why I mentioned the above is to show you how ridiculous and unreasonable your "hoax" offer of compensation sounds to a customer who had received a "guarantee of high standards" when she booked but never really experienced or received but instead was inconvenienced by being made to wait till the matter got resolved (hours - pm to pm)
If Hotwire had not already charged my credit card for the guarantee that it offered, I would have been able to provide my credit card to the receptionist at the time of check in when they realized that my reservation was not in the system due to the incompetence of Hotwire
If you had really read my complaint and not just "browsed" through it, you would have realized that I never accepted that sales gimmick of hot dollars which was offered to me right at the beginningI guess it is again a PROOF of how Hotwire's SUPPOSED "high standards" areAs, if Hotwire had realized that, you would not have wasted your time in crediting my account with Hot dollars as I never ever accepted these scraps (sales gimmick) thrown to me in the first place before I even logged the complaint with Revdex.com
Dear Revdex.com,
The business (Hotwire) has not proposed any solutionIn fact has only offered "Hot Dollars" which were never accepted by me in the first place even before I came with my complaint to Revdex.comThe reason I came to Revdex.com was for Revdex.com to see that the supposed "high standards" offered by Hotwire and the guarantee offered by Hotwire are not being met and so such a guarantee should not be offered in the first place to customers as it is "advertising"
Also because they offer guarantee to customers and then refuse to accept any fault for it and try to C** customers by offering them Hot dollars in compensation so that they can "trick" unsatisfied customers to book with them again, I do not believe that they should be getting the high rating they have in Revdex.com with regards to customer serviceAs from my experience with them (regular customer serivice, supervisor, escalation manager, Hotwire Facebook team, and now two Customer Relations employees looking into this complaint) their service provided to customers has consistently proven to be way below the industry standards (proven by their incompetence when I booked with them and then confirmed by how they credited my account with hot dollars when I specifically told them that I did not want compensation in that way showing that they did not even bother to read my complaint in full)
Also the reason I believe they offer their compensation in Hot dollars is because they know that 50% of their unsatisfied customers will never take up this offer and so they in reality will not have to pay anything in compensation for their incompetence (thus not really taking any responsibility in the matter)And the other 50% if they choose to use their compensation, will have to still invest their own money and that way again Hotwire benefits and that would increase their salesSo in truth they do not lose anything in fact only gain thru they "compensation"
I request Revdex.com to please take up this matter seriously with Hotwire
Thank you,
***

Initial Business Response /* (1000, 5, 2015/06/30) */
June 30,
D***
***, ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding
your booking with the Ramada Philadelphia SouthwestWe understand you were dissatisfied with your booking results, as you state that you had selected a hotel in the Philadelphia International Airport (PHL) area, with an airport shuttleAs such you are seeking a refund for the reservationWe regret any concern or frustration this situation *** have caused
One of the ways we are able to secure such amazing rates when booking a Hot Rate reservation is that the exact street location is not revealed until the booking is completeIt is important for our customers to review the map correlated to the area selected during the booking processThat map defines the area in which the hotel can be locatedIn your case, the area selected was "Philadelphia Intl Airport PHL - Stadium, Pennsylvania." After review we have confirmed that the Ramada Philadelphia Southwest is located within the green shaded map defining the Philadelphia Intl Airport PHL - Stadium, Pennsylvania area
Please understand that we are not able to discriminate against hotels based on their street address within our mapped zonesWe advertise that you will receive a clean and safe room, and if you arrive to a hotel booked with Hotwire, and there are concerns that the hotel is unable to address, we ask that you contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
With regard to the airport shuttle, we have confirmed with the hotel that they do have airport shuttle service at the Ramada Philadelphia SouthwestIf shuttle service is an important factor in your hotel selection, we invite you to use the amenities filter when booking on Hotwire to narrow your search results to only those hotel that offer this service
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-changeableIn consideration of the information provided above, we are not able to honor your request for a refund of this reservation
In the future if you need a very specific location, we recommend that you take advantage of our standard rate hotelsFor standard rates, hotel details, including the hotels specific location, are provided prior to booking and *** be refundable; cancellation policies vary by hotelThis type of reservation is best used by those who need to be close to a specific location
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
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because what is being written is the total opposite of what I was told over the phone and what I experienced
Final Business Response /* (4000, 9, 2015/07/16) */
July 16,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear ***s ***:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate reservation at the Ramada Philadelphia SouthwestSpecifically you are stating that what we advised you over the phone is not what was advised in our first responseAs such; you are requesting that we provide you a full refund totaling $We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Our records indicate that you made a reservation for a star hotel in the Philadelphia Intl Airport PHL - Stadium, Pennsylvania area, you later also insisted that the hotel must have an airport shuttleLooking at this reservation we can confirm that this hotel meets all of these requirements
You have also mentioned that you called Hotwire multiple times and after expressing the desire to escalate had your call disconnectedWe see that you called about this reservation three times and spoke to supervisors twiceAll of the customer care agents and supervisors that you spoke to advised that this hotel is within the advertised mapped zone, contains all of your requested amenities, and is non-refundable
It is on record that on your second phone call you requested that this reservation be canceledIt was explained to you that while the option is there to cancel the reservation, this would only be done without a refundYou agreed to this option and insisted that the reservation be canceled
Based upon the information above and our previous correspondence we will not honor your request for a refund 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

March 16,
*** ***
*** *** ***
*** ***, OR ***
In response to Revdex.com Complaint ID ***
Dear ***
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hotwire transaction
As previously mentioned, your transaction was voidedAny 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 the reservation was voided, Hotwire will not be collecting this fundsTherefore, the 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
Please be informed, if Risk Management needs additional information, they will return a customer’s callIf a customer does not receive a callback from Risk Management, this means the account will remain deactivated
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Complaint: ***
I am rejecting this response because: It has already been well over two weeks now that this incident occurredThere has been no change or effort to remedy the situation and the complete transactions that Hotwire over charged still haven't been full put back into my accountTheir response time has been completely ridiculous, their staff has been rude, and no changes have been made in an effort to address or fix my problem.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19,
*** ***
*** *** Lane
*** *** XXXXX
Re: Revdex.com Case #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with The Hotel Modern on August 24, in New Orleans, LouisianaWe understand that you have questions about the star rating of the hotel and are seeking to change your reservation to a different propertyWe regret any inconvenience this situation created
As there is no standardize star-rating that all the travel sites follow, at Hotwire we get our rating by incorporating the Expedia star-rating and based on customer reviews the rating can be increased or decreasedExpedia rated this hotel as a 3.5-star hotelHotwire sends out a post stay survey to all our customers that book hotels through usWe received responses from the surveys that we sent out at this hotelIt received a score of out of for room condition, and cleanliness, and out of for hotel qualityWe have also confirmed that, most of our competitors like Hotels.com, Booking.com, Trivago, Orbitz, and Travelocity all rate this hotel as a - -star
At Hotwire, we obtain our great low Hot 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-changeable
During your conversation with *** from the Corporate Customer Relations Team on August 16, 2015, you were advised we would consider an exception to this policy, and allow you to book an alternate hotel with the amenities you requested (specifically a hotel with a pool) and then cancel and refund this reservationShe asked that you make a contact Hotwire prior to August 18, to arrange for the alternate booking
Because Hotwire has prepaid for this room, whether it is used or not, and you did not book an alternate hotel, we will not be 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
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Case # XXXXXXXX
Today is 8/27/and my wife and I did not complete the reservations for itinerary # XXXXXXXXXX with Hotwire
When I spoke to Mrs *** on 8/16/2015, she did not give me a deadline to change my reservation, Revdex.com please request the recording made that dayRevdex.com when you read the original complaint, I'm not complaining about the star rating, I'm complaining about 100% thumbs up reviews, in which consumers gave excellent reviews for this hotelRevdex.com have Hotwire supply you with the reviews, after several attempts requesting these reviews, they have not supplied them to meAfter looking at other sources on reviews on this hotel , it averages "c" ratings on consumer's reviews, nothing close to Hotwire's 100% thumbs up reviewsThis is very misleading for consumers, this is what made me make the reservationsI'm not complaining about the stars the hotel has, I'm complaining about the 100% thumbs up reviews, which to me means consumers gave excellent reviews ratings for this hotel, in which Hotwire has not suppliedWe did not complete our reservations due to the misleading tactics which Hotwire used and need a refund of $If Hotwire had supplied me with consumers reviews being 100% satisfied, we would of kept our reservations, Revdex.com have Hotwire supply the reviews, not the star ratings(Hotwire advertising uses a symbol for "thumbs up")
Final Business Response /* (4000, 9, 2015/08/31) */
August 31,
*** ***
*** 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 the customer reviews for The Hotel Modern in New Orleans, LouisianaWe understand you are requesting a full refund for this reservation
After reviewing your account we have found that you were provided a time frame from *** to call back before am on August 17, to accept her offerShe allowed this so you could read the reviews on the hotel she had offeredWe also see that you did not call back in to accept this one time offer
Hotwire does not take other website reviews into account when determining our recommendation percentageOur reviews and recommendation ratings are based entirely on the information provided by other Hotwire customers that have stayed at that hotelWith our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have the ability to share their experiences at our partner's propertiesAllow me to assure you Hotwire reviews the post-stay survey data we receive every day and as such, adjustments also occur as needed on a daily basis
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 on the information provided above, we are unable to honor your request to refund your reservationWe 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, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Case #XXXXXXXX
Itinerary #XXXXXXXXXX
I was not provided a time frame by Hotwire to accept any offer as they stated, can Hotwire please provide me with the recording made in the day of question? Also can Hotwire provide me with the 100% thumbs up reviews made by consumers on the Hotel Modern that they have advertise in the websiteI have been asking this from the beginning and they cannot provide, they're responding with other excusesI did not make the reservations and I need a refund of $for this misleading advertising tactics that they use on consumers

Initial Business Response /* (1000, 5, 2015/09/01) */
September 1,
*** ***
*** *** Dr
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your complaint, as sent through the
Revdex.com, regarding the booking of your hotel reservation with the Hawthorn Suites by Wyndham Detroit Warren for October 2, We understand that you are requesting a refund of $due to a promotional coupon not workingWe regret any frustration this *** have caused
With the coupon, near the end of the booking process, before inputting your payment option, there will be a place to enter any promotion discount codes you *** have
We do see that a credit equal to the $was applied to your account on August 30, We can confirm that this credit was used when creating a new hotel reservation for checking in October 11,
Since this credit has already been applied and used, we will not be applying any other compensationWe regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travels needs in the future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 6, 2015/05/31) */
*** 31,
*** ***
*** S *** Street
*** ** 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 rental car reservation with Enterprise, which you originally scheduled for pick up at the Denver International Airport on *** 24, We understand you are dissatisfied with your recent Hot Rate car reservation, as you needed to pick up the car on *** 20, 2015, rather than the date bookedWe regret any concern this issue *** have caused
Upon contacting Hotwire Customer Care to request a change to for this reservation, you were advised we are not able to change reservations, but we would be able to make an exception to our policy to book you a new reservation for the corrected dates, and in turn, cancel and refund your original reservation
Our records indicate that you were refunded in the amount of $on *** 21, 2015, the amount that you paid to Hotwire for this reservationYou *** also be refunded $for the car rental damage protection you chose to add to this booking; however, as the funds went directly to Allianz Global Assistance, you will need to contact them to obtain this refundTo assist you in this, we have included the phone number for the agency, and your policy number below:
Allianz Global Assistance: X (XXX) XXX-XXXX
Policy Number: HXXXXXXXX
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 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

(The consumer indicated he/she ACCEPTED the response from the business.)This is the corporate answer and I will not use the Hotwire website due to very misleading search criteria

Initial Business Response /* (1000, 5, 2016/02/02) */
February 02,
*** ***
*** *** *** Ln
*** *** *** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email ***@hotmail.com
Dear ***,
Thank you for the opportunity to address your
concerns as sent through the Revdex.com regarding your failed booking attemptsI understand you are dissatisfied because of the funds held for a booking that was not completedAs such, you are requesting a confirmed reservation
At Hotwire, every 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 your attempt could not be completed, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes depends on your financial institution's policies
We understand how frustrating it can be for a customer's funds to be held for a booking they could not confirmAs such, we are able to assist a customer in getting a pending hold release potentially expeditedIn order to do so, we must contact the customer's financial institution to inform them we will not be collecting the funds held for the failed booking attemptBased on the financial institution's policies, they may or may not honor our request to expedite the release
After reviewing your account, using the email address provided, I have confirmed that there was an attempt to book a hotel reservation on January 21, However, you did not contact our Customer Care regarding this issue
Based on the information above, I am unable to honor your request for a confirmed hotel reservation
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, 2015/08/11) */
August 11,
*** ***
*** *** *** ***
*** *** ** XXXXX
Re: Revdex.com case #: XXXXXXXX
Email: ***@cox.net
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com regarding your rental car reservationWe understand that the rental car you were given didn't meet your expectation and had to upgrade to a different car typeAs such you are requesting a refund for the upgrade charges you incurWe regret any inconveniences this *** have caused
We were unable to locate your booking using the information provided in your letterWe do not see any recent booking associated with the email address ***@cox.netIn order to address your concern, please provide us with the email address or phone number used at the time the booking was made, and the itinerary number on your confirmation email
Once we have the above requested information, we will be able to review your account and address the issue you have outlined in your Revdex.com letter
We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/10/14) */
October 14,
*** ***
*** *** Street ***
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservation in Yonkers, New YorkWe can see that you are seeking a full refund of the booking as you did not receive the savings you expected when making the reservation, we apologize for whatever inconvenience this has caused you
During the booking process, we provide the following disclosure at the bottom of the page:
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 feesHotwire is different from retail travel sitesWith Hotwire you enter the date and locationHotel revealed only after booking
At Hotwire, we obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate reservations
Upon close examination of your issue, we regret to inform you that I am unable to process a refund based on your claim, our decision is final
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, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe your research into leading retail travel sites is wrong, I would appreciate if you could send me the information on other travel sites that list the rooms at this hotel as $a nightConsidering the hotel lists a cost per night of $130, I again feel I have been misled into a dealI request the documents on the leading retail travel sites for this hotel that you have performedThanks for you help
Final Business Response /* (4000, 11, 2015/11/10) */
October 26,
*** ***
***
In response to Revdex.com case number XXXXXXXX
Hotwire Itinerary number XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Yonkers,NewyorkWe can see that you are seeking a full refund of the booking as you did not receive the savings you expected when making the reservation
At Hotwire, we strive for clarity on the Web siteDuring the booking process, we provide the following disclosure at the bottom of the page:
Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighbourhood, 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 feesHotwire is different from retail travel sitesWith Hotwire you enter the date and locationHotel revealed only after booking
At Hotwire, we obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate reservations
Upon closer examination of your issue, we regret to inform you that we are unable to process a refund based on your claim, our decision is 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, 13, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a business they should not falsely advertise a dealBe honest about how much someone is saving and let them choose to stay or not
I ended up staying at the hotel and all is said and done, but I will never use Hotwire again

Complaint: ***
I am rejecting this response because:I spoke with *** regarding this booking She did refund the charge to me and cancel the reservation However, her response to my complaint does not address the main concern I had with the booking - that Hotwire knowingly is partnering with a hotel property at which customers are put at risk of muggings, drug deals, and their personal safety is in danger This is the primary reason for wanting a cancellation and although *** acknolwedged verbally to me on the phone that personal safety of its customers was important to Hotwire, and that the Vacation Inn is a safety risk to Hotwire customers, she did not put this into her email response Secondly, I have asked Hotwire to respond to my inquiry of if Hotwire will continue to partner with the Vacation Inn She assured me she did not have authority to make that decision but that she would present the safety-risk facts to her "boss" and provide feedback to me Unless, and until she provides feedback to me, I consider this complaint still open And as long as Hotwire continues to partner with properties such as the Vacation Inn that pose safety risks to their customers, the Revdex.com should consider having Hotwire rated as low as possible Such a practice, particularly when the business is aware that their decisions in favor of money are putting their customers at a safety risk - one that the business acknowledges is real - is an unacceptable business practice
Sincerely,
*** ***

August 30,
*** * *** *** * *** *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***
Dear K***,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your flight reservation
In
order for us to look into this matter further, please provide us the following information:
- First and last name of the Passenger
- Email address used to complete the reservation
- Hotwire Flight Itinerary Number
Once we receive this information, we will be more than happy to research further.
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/05/28) */
*** 28,
*** ***
*** 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 attempted booking in Washington, DCAs stated in your letter, you were unable to book a reservation you found on our site, as the hotel sold out while you were onlineWe regret any inconvenience this *** have caused
Because of our dynamic inventory, which is based on availability and demand, it is not always possible to complete every reservationI can assure you that we do not ever try to substitute a hotel at a higher rateEach of our partner properties list the number of the rooms they are making available to Hotwire, and because of the great low Hot Rates, they do sell outIt is our hope that you will find an acceptable alternative from those that are still available
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 Business Response /* (1000, 5, 2015/06/22) */
June 22,
*** ***
*** *** Avenue **
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Quality Inn and Suites VestalWe understand that you are unhappy with your booking results, as you disagree with the star-rating and that this reservation was not booked with one of the hotels listed as examplesAs such you are seeking a free 2-night stay at a different 3-star hotel in the same cityWe regret any concern this situation *** 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 strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and areasFor our Hot Rates, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt the top of the list, we inform our customers of the "Hotels in our 3-star collection" with a list of examplesNext to the hotel examples, we are clear to note that the examples shown are not guaranteed as one of the hotels a customer *** receive when completing their reservation
With regard to the star rating, as there is no standardized calculation for this, 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 Quality Inn and Suites Vestal is listed as a 3-star hotel on Hotwire
We have checked other well-known travel sites, and found the 3-star rating for this hotel to be fairPlease see the star-ratings for the Quality Inn and Suites Vestal found on other sites below:
Expedia 3-star
Booking.com 3-star
Travelocity 3-star
Yelp 3-star
Tripadvisor 3-star
Kayak 3-star
Hotels.com 3-star
Hotelplanner.com 3-star
At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
In consideration of the above, we are not able to honor your request for a free two-night hotel stay
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: 1***I am rejecting this response because: you have decided to put your business above your customer and refused to do the right thing.
I will cease any and all business dealings with Hotwire and it's brands under *** immediately and do the same for my client baseAs the travel manager for a large business group I am sad to leave a company I have become familiar with but if I am treated this way I'd hate to see how my clients are treated
I ask that you remember for future escalations that the work Customer comes before Service while clarity was appreciated, that clarity was needed at the time my reservation was madeEnjoy your next few quarters losing 2MM in bookings from my client groups
Sincerely,*** ***