Hotwire

August 28,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate
the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that ton August 18, 2017, Ms*** booked a two-night stay at the Comfort Inn University from August 18, 2017, through August 20, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Hotwire’s website, without the assistance of a Hotwire representativePer the Terms of Use, as advised on Hotwire.com:
Cancellations or changes made after 4:PM local hotel time, Thursday, August 17, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees
Because these are hotel imposed rules, our representatives are required to contact the property to get approval of refundsIt is by the discretion of the property manager that refunds are approvedAs a travel agent we are able to advocate on customer’s behalf in issues such as this one, however, we must abide by and enforce the terms and conditions set forth by the companies with which we do business
We received Ms***’s request to cancel the reservation on August 19, As this request was a day after check in and within the penalty phase, we were required to obtain approval in order to refundRegrettably, our attempts to get approval from property management have been unsuccessful
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Corporate Correspondence Team

Initial Business Response /* (1000, 11, 2015/06/17) */
June 17,
Revdex.com
Hotwire - Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue
from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com complaint #XXXXXXXX) regarding the package reservation refund request
Our records show on April 23, 2015, Mr*** self-booked a Hotwire.com hotel, flight and insurance package reservation via booking number XXXXXXXXXXXWe understand from Mr***'s complaint, he called to cancel the reservation within the hours free cancelation windowThe customer also stated that a refund for hotel and insurance portions of the reservation have been provided but is yet to receive the amount paid for the flightMr*** is asking for a full refund of the package reservation
Upon researching the customer's complaint, we can confirm Mr*** paid a total of $1,for the hotel, flight and insurance package reservation, of that amount, $was paid for the hotel and the insurance and $1,was paid for the flightAfter further research Hotwire can confirm a refund in the amount of $was processed on April 24,
Further research shows, on June 4, 2015, Mr*** contacted Hotwire regarding the refund timing for the amount paid for the flightThe customer was advised and agreed that based on the airline's fare rules agreed upon at the time of booking, a refund of $1,will be processed minus a $airline fee
Hotwire.com acts only as an independent reservations agent for hotels, airlines, car rentals, and cruises and must abide by the terms and conditions of that particular vendor
A refund of $for the flight portion was processed back to the original form of payment on June 17, As a refund was given to the customer and the issue has been resolved to Mr***'s desired outcome, Hotwire considers this matter closed
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 14, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read Hotwires response dated June and I am sorry to say that I never agreed to accept a partial refund and be charged a cancellation penalty of USD for their errors and mistakesI informed the Hotwire that I would not accept this and that I was going to forward the whole matter over to the Revdex.com to resolveI just want what was promised by Hotwire a full refundAs mentioned in my last response I can not accept to be charged a penalty for Hotwires error and mistakesIt was Hotwire that informed me that they were unable to honour my airline tickets in the first place and it was Hotwire who suggest I cancel my whole vacation package and make alternative arrangements and it was Hotwire who confirmed to me that I would be receiving a full refund of my whole vacation packageI will not and can not accept this penalty charge for Hotwires mistakes and errors for airline tickets that should have never been issued in the first placeI kindly request the Revdex.com to do the necessary to resolve this matter and to ensure I get the remaining outstanding full refund balance of USD rightfully due to me from Hotwire as promisedKind regards *** ***
Final Business Response /* (4000, 16, 2015/06/30) */
June 30,
Revdex.com
Hotwire - Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** *** (Revdex.com case XXXXXXXX.) We regret to hear Mr*** did not accept our response and/or resolution offered
Expedia's goal is to provide an exceptional customer experienceThe customer stated he was promised a full refund for the flight reservation by Emirates airlines and by our customer service agents
Expedia continues to stand by our original replyWe maintain that on June 4, 2015, Mr*** or an authorized user on his account was given the resolution of a $1,refund minus the $airline penalty agreed upon when reservation was bookedWe can also confirm a refund of $was processed on June 17,
Again, thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service
Final Consumer Response /* (4200, 18, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't agree to a partial refundI have clearly laid out what happenedI can't accept paying a cancelation penalty for Hotwire's errors, mistakes and misinformationI will NEVER EVER use them again and I will sure NEVER EVER recommend them to anyoneThey are the most unprofessional business I have ever had to deal with and I am surprised that they don't understand the basic business principle that the customer is always right

June 19,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on May 9, 2017, Ms*** booked a roundtrip flight from Houston, Texas to Lisbon, Portugal departing on May 19, 2017, and returning on May 28, We understand from Ms*** complaint that she spent an extra day overseas because her return flights had been canceledMs*** stated that she received emails from Hotwire informing her that her return flight had been canceled by the airlineShe called each time she received an email from Hotwire and was told disregard themShe stated that she even offered to provide a copy of the emails to one of our representatives to show that we send cancellation emailsBecause her return flights had actually been canceled, Ms*** was forced to stay an extra day in Portugal and pay for a hotel out of pocketShe also missed a day of work as a result
We regret to hear of the inconveniences experienced by Ms*** in regards to her itineraryAfter review and confirming that Ms*** contacted our office to inquire about canceled flights, we agreed to honor Ms*** request of a refundA refund was issued in the amount of $Ms*** was looking for compensation for missing work, having to pay for a hotel and the overall inconvenience that she tried to avoid by calling our office prior to her return flight departureRefunds like this usually take between 3-business days
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Corporate Correspondence Team

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18,
*** Ranjan ***
*** 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 Hertz car rental on August 6, in San Jose, CaliforniaWe understand that you were asked to return your car one day early to avoid additional chargesAs such you are asking for a refund of the final rental day that was not usedWe regret any frustration this situation *** have caused
I do regret any miscommunication about the length of your rental period with HertzHotwire has confirmed you were only able to utilized two days for this rental, and we have refunded the third day in fullYour refund in the amount of $was processed on August 28, and will be credited back to the form of payment used at the time of bookingPlease allow one to two days for the process to completeAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company
In addition, we have determined to compensate your account with HotDollars, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel
A separate email will be sent to you with more information about how to use your HotDollarsKeep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollarsAny remaining HotDollars will stay in your account for future usePlease note that your HotDollar credit will expire on August 17, We will be more than happy to answer any additional questions you *** have
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for the refunding the extra charged to my accountI appreciate Revdex.com's intervention and service
Thank you,
***

Initial Business Response /* (1000, 5, 2015/08/09) */
August 9,
*** ***
*** W *** Street
*** City, ** 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 at the Comfort Inn Altoona for August 2, We understand that you are dissatisfied with the customer service you received when calling in about your booking as well as the star rating of the hotelWe further acknowledge that the booking needed to be for nightsWe apologize for any frustration this *** have caused
We sincerely apologize for having to call back multiple times in order to try and resolve your issues concerning this bookingOur agents are trained to assist our customers with whatever issues occur
As there is no universal star rating system, Hotwire starts with the Expedia star rating and can adjust the rating based upon reviews from our customers after they have completed their stay at the hotelAfter going over the reviews for this, our customers give a condition of hotel score 3.5, room cleanliness score 3.8, and quality of service score Based upon this information we stand behind our star rating for this hotel
Upon further review of the account, we see that you requested a free roomOne of our agents informed you we would not be giving you a free room but offered to extend the bookingWhen that was attempted, it was found that there was no availability to extend your reservation, which is why we also offered to rebook you into a new hotel and refund your original reservation
Based upon the previous information, we again apologize for the customer service you received, though we are not going to offer any compensation for this situationWe thank you for your feedback and will use it to improve our serviceWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The agent who offered to "extend the booking.." was the same lady who hung up on me the 3rd timeShe offered to look at the hotel, it was booked upSo she said she could cancel the current hotel and book a new oneI asked if we could take that credit on to the new hotel room, and she replied "No, it would be 3-business days for your refund." So, I would be out that money, and on top of that, there was nothing available, so I would have to pay double for a room than what I booked the original room for
I then asked for a manager to speak to and she hung up on me after mins of being on hold
This was the 3rd time I was hung up on, the first two were after I waited for minutes to even speak someone from HoTWIRE
So, No this does not resolve the issue, someone needs to be held accountable for the actions I received from this company, and I am guessing this was not the first time someone was treated like this
Final Business Response /* (4000, 9, 2015/08/17) */
August 17,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Comfort Inn AltoonaSpecifically, you state that your calls have been disconnected multiple timesAs such, you are requesting Hotwire hold somebody accountable for the service you receivedWe regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
As we strive to provide exceptional customer service at all times we have reviewed both your account and the conversations that took place regarding this reservationWe have been able to confirm that one of your calls had been disconnected after our customer care agent advised you that we would not provide you with a free hotel reservationWhen our agent found that you were no longer on the phone they called you back right awayUnfortunately they were only able to reach your phones voice mail
Thank you for bringing your customer service concerns to our attentionRest assured that we will keep them on file so that we can continue to improve our customer service experienceWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate office
Final Consumer Response /* (4200, 11, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since Mr*** is listening to the calls, when I was "disconnected" from that advisor, I never received a call back, I did not have any incoming calls or voicemail from Hotwirealso, I never gave out my call back number to that advisorThe phone number on the account is/was my Fiance's number and she was never on her phoneso that is not the truthI was never called back

Initial Business Response /* (1000, 5, 2015/08/02) */
August 2,
*** ***
*** 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 reservation for an economy class vehicle rental reservation with Alamo, scheduled for piat the Chicago Midway International Airport (MDW)We understand you were assigned a Fiat for this rental, which was too small for your needsAs such you are seeking a refund for this reservationWe regret any inconvenience 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 HotwireHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
We can confirm you booked the reservation for an economy class vehicleWe recognize that the car you were assigned was not as expected, as we state that the economy class will accommodate four people with one small and one large suitcase, and you were assigned a Fiat two-seaterHad you contacted Hotwire at the time we would have most likely assisted you by cancelling the original reservation for a refund, and booking you a new reservation for a larger vehicleAs we were not contacted until months later the reservation was used and the agency paid, we are not able to honor your request for a refundHowever, we do recognize that we need to take care of our customers when matter such as this ariseAs compensation for this issue, we have added HotDollars to your accountEach HotDollars is equal to one US dollar, and can be used toward any Hot Rate car or hotel reservation on the Hotwire siteYour HotDollars are available for use up to one year from the date of issue, in this case, until August 1, An email has been sent to your ***@yahoo.com address with more information about the HotDollars
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 9, 2015/09/25) */
September 25,
*** ***
*** N *** Ave
*** ** XXXXX
Re: Case number XXXXXXXX, Hotwire itinerary number XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your reservation with Hertz
We understand you were unable to utilize your car booking, as you were denied by the airlines to use your tickets due to non-compliance to their policyHence, you are requesting a full refund
Please be advised, children under the age of two traveling within the United States, Puerto Rico and the U.SVirgin Islands with a parent or with an adult years or older can travel on the adult's lap free of charge
As this is an International flight, terms *** not be applied and airline will require for a round trip travel ticketFurthermore, all customers must adhere to each individual airlines policies and procedures
Per Hotwire Terms of Use agreed to upon booking, all bookings made on Hotwire are final and cannot be refunded
After reviewing your Hotwire account, we have noticed that the situation was misinterpreted by our representativeYou were advised to send the flight cancellation details for a reviewDue to this, we are honoring a full refund on your bookingA refund in the amount of $was issued on 9/23/Refunds are processed within one to two business daysPlease contact your financial institution with questions on how quickly the funds will be available for use
We apologize for this inconvenience and thank you for your patienceWe appreciate your business and look forward to assisting with your future travelsIf you have any further questions please don't hesitate to contact our hour customer care at 866-HOTWIRE (XXX-XXX-XXXX)
Best regards,
***
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/04) */
June 4,
*** ***
*** Box ***
*** ** 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 car rental reservation with Alamo, scheduled to piat the Orlando International Airport (MCO) on June 5, We understand you would like to cancel this reservation for a full refund, as your plans have changed and you no longer have need of the carWe regret any inconvenience this issue *** have caused
Hotwire services two types of car rental reservations: Hotwire Hot Rates and Hotwire Retail RatesWith Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservationOur Retail Rates can be cancelled at any time without penaltyOur Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundableWe confirmed the type of rental you booked is a Hotwire Hot Rate
We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we guarantee payment to the agency
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions
In consideration of the information provided above, we are not able to cancel and refund your reservation as requested
We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not experience excellence at any point (customer service hung up on me a couple of times and had me on hold for over min)This was my first time using your service and I don't think $for a day rental is outstanding and I never saw the non refundable partAt the very least, I was expecting a replacement voucher for use at a later dateAs goodwill, you could attempt to keep me as a customer by providing some type of voucher
***
Final Business Response /* (4000, 9, 2015/06/21) */
June 21,
*** ***
P.OBox ***
*** ** XXXXX
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 car rental reservation with Alamo, originally scheduled to piat the Orlando International Airport (MCO) on June 5, We understand you are seeking a full refund, as you no longer had need of the bookingWe regret any continued concern this issue *** have caused
We have confirmed you booked a Hot Rate for this reservationPer the Hotwire Terms of Use, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions
Our decision remains, we are not able to honor 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
Final Consumer Response /* (4200, 11, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't see where the company is willing to offer any type of resolution at allIt can easily be proved that people do not see all the information on a page, especially under the stress of a move cross-country and a little bit of goodwill would have gone a long way

May 9, *** *** *** ** ** *** *
*** *** ** *** In response to Revdex.com case number ***, Hotwire Itinerary *** Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your
reservation with *** *** New Orleans AirportI understand your dissatisfaction stems over the quality of your recent hotel bookingAs such, you requested a refund Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we now use Expedia’s rating system and only downgrade based on customer feedback Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need helpBecause a contact was not made to Hotwire during the reservation dates, our options were very limitedTherefore, to verify your concerns, we contacted the hotel and talked to ***, who stated that there were no complaints made directly to them Based on the information above, we are unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, *** *** Customer Care Relations Hotwire Corporate Office

Complaint: ***I am rejecting this response because:
It took me phone calls, the last of which I was on hold for more than minutes, to obtain this resolution
Even with the refund, this "deal" gave me a motel that I could have booked on Expedia for the SAME PRICE AND I WOULD HAVE EARNED EXPEDIA POINTSConsidering I had to book this place BLINDLY I am not satisfied at all with what I received from Hotwire and I will not be using Hotwire again
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
your website had a glitch - I booked the car rental for one way and when I received the confirmation email it doesn't say that this was a round trip It only says where the pickup location isIf the confirmation email would have stated that the car was to be returned to the pickup location I would have canceled the reservationInstead of blaming your customer you should be diagnosing your system to see if your website could have made the mistake
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** I have provided them the UBER receipt today that they requested to the email address the provided in their response Assuming they send me a check for the $shown on the receipt, then this resolution will be satisfactory to meI have also attached the receipt to this message.Sincerely, *** ***

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,*** ***

Initial Business Response /* (1000, 5, 2015/11/22) */
November 22,
*** ***
X XXXX XX Street **
*** ** *** ***
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through the
Revdex.com regarding your reservation with Inter City Motel in Burnaby, BCI understand that you are dissatisfied with your recent hotel reservation because the condition of the room fell below your expectationsAs such, you requested a refund
We guarantee customers a clean and comfortable stayIf 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 for further review
After reviewing your account, I confirmed that you contacted us on June 18, to raise your concernsTo verify the situation, we contacted the hotel and talked to Bedi, who stated that there were no complaints made directly to them about the room being unsanitary
Based on that information, I am unable to honor your request for refund
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/17) */
July 17,
*** ***
*** *** Ave Floor
St***, ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concerns as went through the
Revdex.com, regarding your car reservation with Dollar for June 20, We understand that you are requesting information regarding possible fraud on your accountWe regret any frustration this *** have caused
Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraudOur Risk Management department is specially trained to handle these sensitive issuesIf Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidentsGoing forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementAll further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX
It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is finalIf the decision is final, you will likely not receive a call back from that departmentI understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site *** 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
We regret your Hotwire experience was anything less than exception
Best Regards,
***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/07/06) */
July 6,
*** ***
*** *** *** ***
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Dear Mr***:
We are writing in response to your correspondence with Hotwire and the Revdex.com
regarding emails you are receiving from usSpecifically you are stating that you have requested to be taken off of our mailing list but are still getting deals sent to youAs such you are requesting we stop sending you any emails immediatelyWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
As stated previously by our customer care agents; per your request we have unsubscribed the email address ***@comcast.net from our newslettersIf you are still receiving newsletters it could mean that you have more than one account with us or that these newsletters are being forwarded to youIf you are receiving newsletters on multiple email accounts we would require the email address for each account that is receiving our newsletters
If you find that these newsletters are reaching you from multiple accounts please call our 24-hour customer care team at X-XXX-XXX-XXXX so that we can unsubscribe any other accounts you might haveWe 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 Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire keeps telling me I'm already unsubscribed from their emails, however, I keep getting themI just received yet another one todayI've been receiving these emails for around monthsI do not have another email address that would be forwarding these emails to my email accountaccountI do not have multiple Hotwire accountsIt is up to Hotwire to determine why I'm still receiving these emailsIf my entire account needs to be scrubbed from their database then so be itI'm not going to be using their services again anywayI've been using Hotwire for over years with the same account but only started to receive these emails in the past months or so when I recently booked some tripsNothing changed about my account from the previous bookings in years pastI am not satisfied with the canned response that your email address has already been subscribedI only have email account that I haveMy email is somehow hiding in Hotwire's system, yet they refuse to find out the cause of this issue
Final Business Response /* (4000, 9, 2015/07/19) */
July 19,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your wish to be unsubscribed from our marketing emailsWe understand that you no longer wish to receive marketing emails from Hotwire, and have had difficulty unsubscribingWe regret any frustration or inconvenience this *** have caused
We are able to confirm that the email address ***@comcast.net has been removed from the subscriber email list per your request
Please feel free to log into your account to verify the radial button does not have a check mark in itIf it does or if you continue to receive emails from us please call customer service at 1-866-HOTWIRE (XXX-XXXX) so they can file a request to further look into this issue
Sincerely,
***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has been over ten days since I last received any SPAM from Hotwire so I'm willing to consider this issue resolvedI was receiving SPAM every other day or so for the past monthsI would like to advise Hotwire to look more in depth as to why I continued to receive emails for that long despite clicking on the Unsubscribe buttons, filling out the online Contact Us and after calling Customer Service dozens of timesWas there a particular employee who kept re-subscribing me to emails for some bizarre reason? Was there a unique system glitch with my account? Either way it caused you to lose a long time customerIf the emails start up again after this response, I will open a new Revdex.com case, but hopefully this will be the end of it

Initial Business Response /* (1000, 5, 2015/06/04) */
June 4,
*** ***
*** 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 car rental booking with Hertz, originally scheduled for piat the Portland International Jetport on March 5, We understand that your complaint stems from the fact that the credit card you used to book this reservation was refunded against your wishesWe regret any inconvenience this situation *** have caused
Upon review of your account, we see that you contacted us on March 4, 2015, asking to cancel your reservation for a refund due to extreme weatherThe agent you spoke with noted your request that your card not be refunded, and submitted the refund request to our research department for handlingOur research department refunded the account on March 7, 2015, noting that the bank would re-route the credit to the proper accountIf the refund was not received in three to five days, we were to obtain and address to which we could send the checkOur records show you called in on March 7, and provided this information to an agent over the phone, who submitted it to our research departmentThe research department then verified that the credit had been successfully transmitted to your financial institution and no funds had been returned to HotwireAn email was sent April 6,informing you of this, and asking you to contact the card issuer as to when these funds would be returned to you
We 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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not authorize the refund to a debit card & associated account that no longer existed, so therefore that "refund" to that specific account was done against my wishes & I have no spent months trying to obtain that refund that was not authorized by myself, the card holderI have lost much time from work & spent countless hours working with the institution trying to get my refund & these countless hours & time lost from work is by the hands of your negligent employeesSend me another refund & you can spend the countless hours working my previous institution getting that payment backYour negligent employee so your time & effort should be lost as well as you being held responsible & accountable for your actions!
Final Business Response /* (4000, 9, 2015/06/22) */
June 22,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary number: XXXXXXXXXX
Dear Ms***:
Thank you for the additional opportunity to address your concerns sent through the Revdex.com, regarding your car rental booking with Hertz, originally scheduled for piat the Portland International Jetport on March 5, We understand that you are requesting that we send you a refund check, because the refund was sent to an account that had been closedWe regret any inconvenience this situation *** have caused
Upon review of your account, we see that you contacted us on March 4, 2015, asking to cancel your reservation for a refund due to extreme weatherThe agent you spoke with noted your request that your card not be refunded, and submitted the refund request to our research department for handlingOur research department refunded the account on March 7, 2015, noting that the bank would re-route the credit to the proper accountIf the refund was not received in three to five days, we were to obtain an address to which we could send the checkOur records show you called in on March 7, and provided this information to an agent over the phone, who submitted it to our research departmentThe research department then verified that the credit had been successfully transmitted to your financial institution and no funds had been returned to HotwireAn email was sent April 6,informing you of this, and asking you to contact the card issuer as to when these funds would be returned to you
In this case, since we have verified that the refund was sent back to the original financial institution, you are going to have to work with them to get your money
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
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is quite regretful that you are not willing to take responsibility for your actions & therefore leaving me to have to continue to deal with an issue that occurred by your facilityMy experience with Hotwire as well as my previous financial institution has been nothing but a NIGHTMARE & I still have yet to receive any refund for an incident that occurred almost months agoSo while you continue to sit back & reap the benefits, I will continue to fight for my refund that was irresponsibly caused by your negligenceYour I'm sorry just doesn't cut itWhy exactly should I have deal with a headache that was caused by your mistake? I never gave you permission to refund my card, yet you do it anyway? What are consiquences for illegally refunded a card when I specifically said NO? Someone needs to step up & offer me something other than "I'm sorry" because that doesn't give me my money that is rightfully mine!

Initial Business Response /* (1000, 5, 2015/11/24) */
November, XX XXXX
*** ***
*** *** Cir **
*** *** XXXXX
In response to Revdex.com Case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through the
Revdex.com, regarding your hotel at Extended Stay America - Atlanta - *** - Windy HillI understand you were dissatisfied because the hotel you got was further from the location desiredAs such you are requesting a full refund
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rate(r) Hotels and HotelsFor Hotels, the details are provided prior to booking and *** be refunded based on cancellation policy by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provided after booking
After reviewing your reservation, I confirmed you booked a Hot Rate(r) HotelFor Hot Rate(r) Hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer booksThese restrictions enable our partners to better manage their unsold roomsIn addition, once booked, we cannot cancel, change, exchange or transfer
In further review of your account, I can see that you already given an exemption for rebookingBase on the information above we are unable to process exemption for full refund
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hot wire booked Mr to the same disgusting hotel twiceI clearly ask for a different hotel from the first hotelHot wire booked me to the same hotel againI ended up paying for another room somewhere elseThis is a shame to treat customers this way.so much time,money and confidence lost
Final Business Response /* (4000, 9, 2015/12/14) */
December 14,
*** ***
*** *** Cir **
*** *** XXXXX
In response to Revdex.com Case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Extended Stay America in ***, ***I regret you remain dissatisfied with the handling of your situationI understand you are unhappy because you got the same hotel brand after the rebook process
As previously mentioned, what you have booked is Hot Rate (r) Hotel reservationIn Hot Rate bookings, the general vicinity, star rating, and price of the hotel is revealed to the customer, but the specific property is not revealed until after booking is completedThrough this method, Hotwire is able to offer deeply discounted rates to our customersIn exchange, we guarantee to the hotels with which we do business that the reservations we make will be used as bookedFor this reason, Hot Rate bookings are non-changeable and non-cancellable
In addition, we guarantee customers a clean and comfortable stayIf 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 further review
Based on the information above, our decision to not refund your reservation remains final
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my money backI will never use this service again and will encourage others not toI was booked to the same hotel twice

Initial Business Response /* (1000, 6, 2015/09/01) */
September 1,
*** ***
** *** *** Place
*** *** 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 Best Western Catalina Inn - Northport, AL on September 11, We understand that you the Hot Rate (r) hotel you booked was not the star rating you were expectingYou are seeking to cancel this reservation for a refundWe regret any inconvenience this situation *** have caused
I have reviewed the reservation, and confirmed if you book with our displayed hotel names the star rating for this property is only stars for this hotelAfter review, we have determined to compensate your account with HotDollars, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel
A separate email will be sent to you with more information about how to use your HotDollarsKeep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollarsAny remaining HotDollars will stay in your account for future usePlease note that your HotDollar credit will expire on August 31, We will be more than happy to answer any additional questions you *** have
Hotwire always works to ensure you will have a clean room in working order, regardless of the star rating you bookIf you decide you that you would prefer to change the location of this reservation, please contact our Customer Care department to cancel 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:
Hotwire defrauded meHotwire knowingly and intentionally misrepresented a material fact of my reservation and I relied on that misrepresentation to my financial detrimentHotwire is in breach of contract and their terms of use are void
Hotwire’s terms of use states that “all reservations are booked for stays in non-smoking rooms (subject to availability),” which I relied upon when booking the reservation
The hotel clerk stated that Hotwire booked a smoking roomA non-smoking was available at a higher price; which is the definition of “bait and switch” fraudI refused, cancelled my reservation with the clerk, and called Hotwire immediately
Hotwire refused to refund my reservation making them complicit in the fraudNow Hotwire is bullying me by trying to enforce terms of use that are void because of their fraudulent inducement and breach of contractUnless Hotwire agrees to a refund, I will seek remedy in court
Sincerely,*** ***