Hotwire

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

Initial Business Response /* (1000, 8, 2015/07/24) */
July 24,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us time 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 for Mr*** *** (Revdex.com case number XXXXXXXX) regarding a flight reservation
Our records indicate that on June 22, 2015, Mr*** self-booked a flight reservation using Hotwire's website, itinerary XXXXXXXXXXXTravel was with Delta Airlines from ***, **, to ***, **, departing on July 6, 2015, and returning on July 6, Mr*** claims that he selected a departure date of July 2, 2015; however, Hotwire sold him a flight for July 6, 2015, insteadHe is requesting a refund of this booking and compensation for the airline miles he applied towards an alternative flight for July 2,
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation detailsDuring the booking process and right before the reservation is completed the booking details are displayed for confirmationThe reservation was booked for the dates selected by Mr***
In addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Hotwire's websiteWe have verified that Mr*** agreed to the following airline imposed terms and conditions:
CANCELLATIONS
TICKET IS NON-REF*ABLE IN CASE OF CANCEL/NO-SHOW
CHANGES
CHARGE USD FOR REISSUE/REVALIDATION/UNTICKTED PTA
TICKET VALIDITY
TICKET IS VALID FOR YEAR FROM THE DATE OF ISSUE A** ALL TRAVEL MUST BE COMPLETED WITHIN VALIDITY PERIODIF EXCHANGED WHETHER TRAVEL WAS STARTED OR NOT THE TICKET MUST BE REISSUED A** ALL TRAVEL COMPLETED WITHIN YEAR FROM THE ORIGINAL DATE OF ISSUE
TICKET REISSUE PROCEDURES
BEFORE DEPARTURE OF JOURNEY
ICHANGES TO OUTBOU** PORTION OF UNUSED TICKETS
MUST USE CURRENT FARES
VALIDATE ALL FARE RULES
VALUE OF ORIGINAL TICKET LESS ASC *** BE APPLIED TOWARD PURCHASE OF NEW TICKET
On July 24, 2015, Hotwire contacted Delta Airlines to request a refund of this ticket on behalf of Mr***Regrettably, a refund was not authorized and we were advised to follow the ticket's fare rules if the customer wishes to utilize the airline credit
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersDelta Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines
While we regret Mr***' experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Hotwire is unable to honor his request for refund and compensation
We thank you for allowing us the opportunity to address the issues, 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, 10, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because it was a waste of moneyI am for certain that I booked the flight for the correct time and dateWhich was the same plane I boardedI also gave days of advance notice if the ticket was scheduled for July I do not accept throwing my money awayThe least I will accept is a free rountrip ticket to use within a year for my troubles and losses
Final Business Response /* (4000, 12, 2015/08/07) */
August 7,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr*** *** (Revdex.com case number XXXXXXXX)We regret to hear Mr*** did not accept our response and/or resolution offered
As noted in our previous response, by selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation detailsDuring the booking process and right before the reservation is completed the booking details are displayed for confirmationThe reservation was booked for the dates selected by Mr***
On July 24, 2015, Hotwire contacted Delta Airlines to request a refund of this ticket on behalf of Mr***Regrettably, a refund was not authorized and we were advised to follow the ticket's fare rules if the customer wishes to utilize the airline credit
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersDelta Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines
While we regret Mr***' experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Hotwire is unable to honor his request for refund and compensation
We thank you for allowing us the opportunity to address the issues, brought to our attentionAs no new information was provided regarding this complaint, we respectfully request the Revdex.com close this case
Sincerely,
*** ***
Tier Customer Service
Final Consumer Response /* (4200, 14, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before I chose the correct date of July for the time of the flight that I caughtIf I had originally chose the incorrect date of July I would have not seen or known of the flight I knew of due to it being my selected optionAnd I presented day notice to them off their error for a flight that I couldn't do anything with besides depart and return without leaving the airportI only needed to view my itinerary to verify the hour I needed to be there before departureThat's when the error was noticedThere was no reason I shouldn't have been able to get my refund if ticket prices go up the later they're purchasedEven those seats I paid for that were taken by othersI do not intend to let this go without a refund

Complaint: ***I am rejecting this response because: THEY ARE CLAIMING THAT I DON'T UNDERSTAND SCHEDULE CHANGES AND REFUSED TO ACCEPT THE SCHEDULE CHANGES WHEN I GLADLY ACCEPTED THE SCHEDULE CHANGES BUT THE CHANGES I ACCEPTED WERE NOT MADE AND I WAS NOT REFUNDEDWHEN THIS WAS SUPPOSED TO BE CORRECTED THEY CHANGED OTHER FLIGHTS THAT I DID NOT AUTHORIZE FOR NO REASON AT ALL. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/26) */
July 26,
*** ***
*** *** Road
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear *** ***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Rainbow Motel WatertownWe understand that you read negative reviews of the hotel, and are seeking a refund for the reservationWe regret any concern this *** have caused
When you contacted Hotwire prior to your stay, you were encouraged to check in and give the hotel a chanceOur hotel partners guarantee a clean and safe room will be provided to Hotwire customers, and if a guest has checked in to the hotel and found cleanliness or safety concerns, we will work with all parties involved to find a resolutionIt was confirmed with the hotel that you did not check in
At Hotwire, we obtain deeply discounted 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 supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable
In light of the above, we are not able to honor your request for a full refund
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we have been experiencing high call volumes which are driving the long wait timesWe are addressing this issue
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, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, my first call to Hotwire, I was on hold for minutes and then was disconnectedThe second time I called I had to wait minutes and then the man I talked to was not very considerateYour comment "When you contacted Hotwire prior to your stay, you were encouraged to check in and give the hotel a chance.", is incorrect because that is not how my phone call wentThe man put me on hold twice and both times came back stated he could not do anything for meSorryI was never encouraged to try hotel, or guaranteed me that the hotel is clean, etc even though reviews are REALLY BADHe just kept saying sorry, I cannot refund your moneyI am truly disappointed with hotwire and will never be using hotwire againThis company should have a refund policyNo wonder why so many customers are unhappy with thier hotels,etcI give hotwire a out of NEVER AGAIN
Final Business Response /* (4000, 9, 2015/08/09) */
August 9,
*** ***
*** XXXXX
Re: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear *** ***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking at the Rainbow Motel Watertown for cheJuly 24, and check-out July 25, We understand that you read bad reviews about the hotel and had a long hold timeAs such you are looking to get a refundWe apologize for any frustration this *** have caused
Hotwire is experiencing long hold times due to it being peak travel season and call volumes are higher than expectedHotwire is working on staffing to address the issueAt Hotwire, we rely upon our staff to provide the quality of service our customers have come to expectWe take the feedback and concerns of our customers very seriously, and would like to thank you for contacting us regarding your situation
Regardless of a hotel's star rating; you should expect a stellar experience from our hotel suppliers, including a clean, comfortable roomIf you had checked in to the hotel and that wasn't provided we would have been more than happy to get you the necessary accommodations that we guarantee
We have reviewed your situation and saw that you contacted us twice about the reviews you saw online and wanted to cancel your reservationOur agents educated you on how our Hot Rates work and they did advise you on our terms; based on the notesWe contacted the hotel and they confirmed that you were no showThe hotel has billed us for the bookingThe way we get our great Hot Rates is by guaranteeing payment to our partners once the reservation is bookedThat's what makes Hot Rate hotel final bookings once confirmed
Based on the above information we will not be able to honor your request for a refundI have added HotDollar credit on your hotwire account registered to the email address: ***@gmail.com for the inconvenience you had as a result of our long hold timeHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and hotel reservationsYour HotDollars are valid for up to one year, expiring on August 4,
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not informed by the Rainbow staff that if I was not satisfied with my room,or my stay that they would make it rightWhy was I not told that, but was basicly told.....tough luck?!

Initial Business Response /* (1000, 8, 2015/07/09) */
July 9,
Revdex.com
San Francisco Bay Area and Northern Coastal
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 his concerns were not adequately resolved by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com case XXXXXXXX) regarding a flight reservationWe understand the customer is requesting a refundOn July 7, 2015, we attempted to contact the customer to acknowledge receipt of the complaint but were unable to reach him
Our records indicate on *** 24, 2015, *** *** or an authorized user in the account self-booked a flight reservation on Hotwire.com with Delta Airlines for two adults; travel was on June 18, 2015, from *** ** to *** *** returning June 22,
On June 15, 2015, the customer sent an email to our customer service department requesting to exchange the flights for a different return dateWe advised the customer we were unable to process his request based on the fare rules agreed to at the time of bookingThe customer called our customer service department to discuss this matter further, and was escalated to our corporate office as requestedWe restated the policy based on the fare rules, advising Mr*** of the fully restrictive airfare which did not allow any changes to be made to the booingThe customer advised that he would dispute the charges with his bank
Between the dates of June and June 18, 2015, there were several calls received from Mr*** requesting to process the changes to his bookingOn June 18, 2015, he was escalated to our corporate office demanding that we exchange or refund the flightsWe advised the customer of the rules and restrictions that applied to the flight reservation and explained that we are unable to process his request
The fare rules that were provided for the customer at the time of the booking stated as follows:
Ticket is nonrefundable, nonexchangeable and nontransferableNo flight or route changes are permittedNo-show penalty is 100% on nonrefundable ticketsTicket *** not qualify for frequent traveler awardsFlights are scheduled to depart/return sometime between AM and PM and do not correspond to the times in your original search
While we understand Mr*** *** not agree with the rules and restrictions that oversee the airfare purchased online on Hotwire's website, we are unable to offer a refund or any compensation regarding this matter
We thank you for allowing us 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 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, 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!

March 7,
*** *** *** *** ** *** *** *** FL ***
In response to Revdex.com complaint ID *** Hotwire Itinerary ***
Dear ***
Thank you for the opportunity to address your concerns as sent through the Revdex.com
regarding your Hotwire reservationI understand you are dissatisfied because of not receiving the $refund due to the error on the promotional code as advised by the representative you talked toAs such, you requested a $refund
Upon review, we confirmed that your claims were correctWe apologize for the inconvenience this has caused you
As such, we will honor your $refund request and will remove the HotDollars applied to your account effective todayPlease be advised, your $refund may take seven to ten business days to process by Hotwire and is up to your financial institution as to when the funds will be available for use
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
Janielle Alarcio
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/02) */
September 2,
*** ***
*** *** Lane
*** *** *** 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 Wyndham Grand Pittsburgh Downtown on August 22, in Pittsburgh, PennsylvaniaWe understand that you are asking to be reimbursed for the recovery fees and taxes collected at the time of your bookingWe regret any inconvenience this situation *** have caused
The cost of your hotel booking charged by Hotwire is the total of: the indicated room rate multiplied by the number of days in your reservation, plus an additional amount for the taxes and our service fees
The taxes and service fees are a combination of two separate charges: tax recovery charges that Hotwire pays to the hotel to cover the taxes owed by the hotel on your hotel stay and service fees which are retained by Hotwire as compensationHotwire does not collect a "tax" from a customer that is remitted directly by us to taxing authorities, but rather we only collect a "tax recovery charge" which is an estimate of the hotel occupancy tax that will be billed to us by a particular hotelDue to confidentiality obligations with our hotel suppliers, Hotwire cannot separate these amountsOur service fee varies based on the amount and location of your reservation
As requested in your phone discussion with a supervisor on August 12, 2015, Hotwire has listened to the sales call of August 11, You were advised of the full amount of tax recovery charges and fees, and agreed to the purchaseYou also verbally agreed to the Terms of Use which in part state:
All bookings are finalNo refunds, changes or transfers
Because of the above information, Hotwire will not be making a refund on this reservation
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You state I am asking for reimbursement of taxes and recovery feesThis is not soI certainly owed the 14% taxes which was $and do not have a problem with thatI am only asking for the extra 10% which is $You are now calling this a "service fee" which should have been explained up front that there is an extra "recovery fee" over and above taxes to use Hotwire when bookingIf you listen to the call again when I was telling the girl that the taxes were to much to wait that I would like an explanation of the $charge, she did not listen and said she was already charging my cardShe said the break down of the $charged would be on my confirmation which was not soYour reps say there is no fee to use Hotwire which is what I am now finding is not trueThere is this recovery fee that is hidden and added in with the taxesI should have been told this up front
Final Business Response /* (4000, 9, 2015/09/08) */
September 8,
*** ***
*** XXXXX
Re: Revdex.com # 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 Wyndham Grand Pittsburgh Downtown for cheAugust 22, and check-out August 24, We understand you are disputing the amount of tax recovery charges and fees that you were charged, and as such you are requesting a refund of $We regret any frustrations this *** have caused you
Allow me to clarify that hotwire is not a non-profit companyPlease understand that the tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.gsales and use, occupancy, room tax, excise tax, value added tax, etc...) that Hotwire pays to the hotel supplier for taxes due on the hotel's rental rate for the roomThe actual tax amounts paid by Hotwire to the hotel supplier *** vary from the tax recovery charge amounts, depending upon the rates, taxability, etcin effect at the time of the actual use of the hotel by the customerThat being stated, we do not charge booking fees for making reservations over the phone, but we retain service fees as additional compensation in servicing a customer's travel reservationService fees retained by us for our services vary based on the amount and type of hotel reservationWe don't have breakdown of our taxes and fees and you can find more information about the tax recovery charges and fees on our terms of use
After reviewing your call with the sales agent, we can confirm the agent did go all over the details of the booking and the terms of use before confirming paymentIn doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price; including the room rate displayed on the site plus tax recovery charges and service fees
Even with our tax recovery charges and fees, we are confident that Hotwire has the lowest rates available, backed by our Low Price GuaranteeIf, within hours of booking, you find a lower rate for an identical booking on a competitor's site, we'll pay you the difference between the rates
We obtain our 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; for this reason we are unable to refund Hot Rate hotels
Based on the above information we won't be honoring your request for a refund
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptionalIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with you but I came to the conclusion that you AdvertiseYou say "No Booking Fee" but it is not listed upfront that there is about 10% additional charge over the taxes to "recover" your costs which you now explain are really a FEEI'm sorry you could not understand this customer's point of viewI would guess $is not much to Hotwire but for me it isThank You for listening

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms***:
We are writing in response to your correspondence with
Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Hilton DFW Lakes Executive Conference CenterSpecifically, you disagree with this hotels star ratingAs such, you are requesting that we provide you with a full refund totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Please understand there is no standardized star-rating system nationally or internationallyAs such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stayBased upon surveys completed, this property has been given a rating of stars, 80.5% of our customers have agreed with this star rating, and 93.7% of our customers recommend this hotelWe are confident that our star rating is correct for the Hilton DFW Lakes Executive Conference Center
Regardless of Star Rating, we do expect our hotel partners to provide a clean and safe roomIf your room does not meet these specifications and the hotel is not able to work with you, please contact our hour customer service team at 800-HOTWIRE (XXX-XXXX), so we can work with you to find a solution
Based upon the information provided to you by our customer care team, supervisors, and the above information we will not provide you with a refundWe 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

Initial Business Response /* (1000, 5, 2015/05/21) */
*** 21,
*** ***
*** S *** Drive
*** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns sent through the
Revdex.com, regarding your Hot Rate hotel reservation with the Courtyard by Marriott Kauai at Coconut BeachAs stated in your letter, you felt mislead by the crossed-out rates provided with the hot rate prior to bookingAs such, you are requesting a full refundWe regret any concern this *** have caused
Please allow us to clarify how the crossed-out rate promoted on our site is determinedAt Hotwire we strive for clarity during the booking processTo ensure this, we provide the following disclosure at the bottom of our site upon initial search results:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classSo while the Courtyard by Marriott Kauai at Coconut Beach did not have a rate of $for those dates, another star property in the area that did was found to be the median for this category
With hot rates, once a reservation is confirmed, the details of your booking and our payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking
Based on the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I appreciate that it did get resolved with the final outcome in my favor.
I am disappointed however, that my first contact went unfulfilled and that contact from the credit card company was also unable to satisfactorily resolve this
Lots of wasted time, aggravation and stress - for $
Thank you for your time and efforts
Sincerely, *** ***

Initial Business Response /* (1000, 6, 2015/08/04) */
August 4,
*** ***
*** *** *** 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 Marina Bay Inn & Suites - Richmond, CA and Crowne Plaza Silicon Valley North in Union City, CaliforniaWe understand that you arrived at the first hotel to find it over booked, and the property you were relocated only offered one of your two roomsAs such you are seeking a refund for these bookingsWe regret any frustration this situation *** have caused
Here at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this caseWe train our agents to be polite and not hang up on our customersWe have noted your concerns and have addressed the issues with the agent to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsWe will do our best to make sure that this never happens again
When you contacted our office on July 24, 2015, Hotwire processed two refunds in the amounts of $and $for the two roomsHotwire will this credit back to the form of payment used at the time of bookingPlease allow seven to business days to process the refundAfter 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
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, 8, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
WHen I called them again the next day after filling this claimTheir agent agreed to refund my moneySo I am fine with the solutionHowever

Complaint: ***I am rejecting this response because: The answer hotwire provided was not sufficientWe wanted to get some kind of proof that hotwire really fulfilled the refundIf they had send the refund on August 26, it has to be in our bank account by now but it is notI contacted our bank and the checked the accountThere was still no moneyWithout a proof, we do not believe that hotwire really send the money or that there might be some kind of mistakeI got the same respone here that lhotwire told us on the phoneFact is, we do not have money in our account and my bank told me there was nothing on the wayHotwire is responsible to ensure that the money reaches usThey did not provide any kind of help to solve this issue.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16,
*** ***
*** 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 Sofitel New YorkWe understand that you are dissatisfied with the level of savings on this booking, and you state you found a lower rate on the hotel's siteAs such you are seeking a refund for this reservationWe regret any frustration this *** have caused
We researched the rates on the Sofitel New York site, and the lowest rate including taxes and fees found for August 28-31, was a non-refundable rate of $719.48, which is higher than the $paid to Hotwire
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationPlease allow us to clarify how the savings promoted on our site is determinedAt Hotwire, we strive for clarity during the booking processTo ensure this we provide the following disclosure at the bottom of our site:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention
We are confident that Hotwire has the lowest rates available, backed by our Low Price GuaranteeIf, within hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates
At Hotwire, we obtain our deeply discounted 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
Based on the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire stated that discounted price was 57% lower than hotel rack rateIn reality it was the same as rack rateFraudulent advertising is apparently the way Hotwire does businessHotwire quoted rate at Sofitel was dollarsSofitel rack rate was 226.-! They know what they are doing and they are gettong away with it! Their postulation that discount is average for star level and area is pure fabricationNot one hotel had a list proce og dollars for our booking periodThey lie to their customers!
Final Business Response /* (4000, 9, 2015/07/23) */
July 23,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***:
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation at the Sofitel New York for August 28, We understand that you do agree with the amount of savings and are requesting a refundWe regret any frustration this *** have caused
Please allow us to further clarify how the savings provided was derivedSavings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityWe apologize if our site led you to the assumption the savings provided was based on this hotels direct rate as that was not our intention
If 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 are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds
At this time, we remain confident our business model is meeting the needs of our company'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
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
Final Consumer Response /* (4200, 11, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire uses fraudulent advertising when they promise 57% dicount on rack rateNot 1% discount was obtained by using this joke of a companyI will definitely warn everybody, including my readers at www.standby.dk , a scandinavian travel magazine

Initial Business Response /* (1000, 5, 2015/05/28) */
*** 28,
Revdex.com
San Francisco Bay Area and Northern Coastal
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 her concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com case number XXXXXXXX) regarding a refund requestWe understand Ms*** is stating that a lower fare was advertised on Hotwire.com shortly after completing her flight bookingOn *** 27, 2015, we contacted Ms*** to acknowledge receipt of her Revdex.com complaint
Our records indicate on *** 12, 2015, Ms***, or an authorized user in the account, self-booked a flight reservation on Hotwire.com for travel on *** 14, from *** with Delta Airlines, on itinerary XXXXXXXXXXX; total cost $The Hotwire Hot Fare rules and restrictions provided before completing the booking stated:
"We want you to know this is a special fare negotiated directly with airline to offer savings exclusively to our customers."
"The airline and exact flight details will be revealed in your itinerary once the booking is complete."
"Tickets are nonrefundable, nontransferable, and cannot be canceled or changed."
Hotwire serves as a third-party intermediary with travel providers such as hotels, airlines, and car rental agencies and is subject to the rules and restrictions of those providersOn *** 12, 2015, we were contacted by Ms*** who advised us that a lower price was advertised hours after she booked her flight, and requested a refund for the difference in costOur customer service representatives advised Ms*** her reservation did not qualify for the Hotwire Low Price GuaranteeAfter being denied the refund, Ms*** requested to cancel the reservationShe was advised her tickets could not be canceled
In researching further, we have determined our representatives provided the correct guidelines for the Hotwire Hot Flights FareAs advised in the fare rules displayed during the booking session, the tickets cannot be canceledIn addition, the Low Price Guarantee guidelines were displayed on our website and stated as follows:
"The Low Price Guarantee also does not apply to rates made available on Hotwire after your booking."
On *** 27, 2015, we were able to speak with Ms*** regarding the complaint and explain the fare rules that applied to her reservation, along with the rules and restrictions with the Low Price GuaranteeWhile we understand Ms***'s experience was not what we would have hoped, the reservation was utilizedAs a result, we are unable to provide any refund or compensation regarding this matter
We thank you for allowing us 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, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted and advised that someone would check into the issue regarding the automated system advising me differently than the customer service representativeWhats that addressed? The system advised me I could cancel the ticket and get complete refund because the order was placed within a certain time frameThe person that contacted me advised that this issue would investigated and correctedWhat is the outcome on the automated system being corrected? Thank you

Final Consumer Response /* (2000, 6, 2016/03/09) */
Problem was solvedApparently someone who knows the possible glitches of the online process recognized the clear error that was not cause by me but by the systemThat person promised the refund I was requesting
Thank you
*** ***

Complaint: 1***I am rejecting this response because:Sincerely,*** ***
You completely ignored my argument that there were other hotels available closer to my requested location You admit that you put me right on the border - as far from my desired location as possible, while still technically keeping me in the "green" area You don't care about customers - you only care about keeping their money, and meeting some kind of internal quota by putting people where YOU want them, not where they ask to be

August 8,
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 June 27, 2017, Mr*** booked a one-night stay at the Hampshire Inn and Conference Center from July 21, 2017, through July 22, According to Mr***’s complaint, he booked a bedroom suite but, when he arrived, he was issued a one room suiteMr*** said the front desk informed him that they had contacted him about the change, but he denied being contactedHe is requesting at least a partial refund of the $that he was charged for the booking
On August 8, 2017, we contacted the property of his behalf and inquired about the bookingWe were informed that they had a record of contacting Mr***, but could not confirm that he respondedAs a result; they authorized a 50% refundAs such, Hotwire processed a refund of $64.50, to the original form of paymentRefunds like this usually take between 3-days to post
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

Complaint: ***I am rejecting this response because: My bank was on the call with HotwireHotwire a stated that the charges would drop off on to hoursAs of the writing of this response, the funds have not been refunded Suntrust offered to credit my account of Hotwire provided proof that it would not continue processing of the funds but again, we were referred to the Risk Management department, whom I left a message for on the 8thSuntrust stated that the reversal lies with HotwireI still do not hAve access to my funds
0Sincerely,*** ***