Hotwire

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, 2015/08/05) */
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

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

Complaint: ***I am rejecting this response because:
I have spoken to Hertz I was informed Hotwire did not include city taxes that are charged for rentals picked up at the Cleveland airport As far as I'm concerned this is an advertising issue on Hotwire's end and I was told these fees ARE included when making a reservation directly with Hertz The fees I am going to be charged for my rental should be clearly disclosed when I am making my reservation on any website Hotwire neglected to display accurate fees and I still do not believe I should be responsible for these additional fees
I would also like to know how Hotwire intends to prevent this issue from occurring in the future
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

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, 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?!

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, *** ***

March 24, 2016Revdex.comE*** - Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact ***, Incregarding an issue from our customerWe appreciate the
Revdex.com allowing us to address the comments and concerns which have been brought to our attention***, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.***, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding flight Itinerary ***We understand the customer is requesting a refund.We have reported this issue to our transaction processing team for review and assistanceA representative will contact the customer with an update and if any information should become available we will contact them with more informationWe 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 usSincerely,*** ***Tier Customer Service

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

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, 2015/09/02) */
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, 2015/11/17) */
November 17,
** ***
*** *** *** Dr
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address ***@hotmail.com
Dear **,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com regarding your upcoming reservationI understand you are requesting to either cancel your booking or transfer your reservation to another property
I attempted to locate the information referenced in your emailHowever, I am unable to locate a Hotwire account based on the information which was provided
Please provide the email address associated with the account (this would have been provided at the time of booking), or two of the following pieces of information:
- Hotwire itinerary number
- first and last name of the primary guest
- first and last name of the account holder
- phone number associated with the account
- reservation number
- zip code associated with the account
Once we receive this information, we will be able to search further and provide you with a response to your inquiry
Regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Problem not solvedHotwire asked for more information, although I don't know why they cannot locate my informationThe email address here is exactly what I used to make the reservationHere are what they need:
- email address: ***@hotmail.com
- Hotwire itinerary number:XXXXXXXXXX
- Primary guest name: ** ***
- Phone number: XXXXXXXXXX
- zip code: XXXXX
Final Business Response /* (4000, 9, 2015/12/03) */
December 03,
** ***
*** 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 upcoming reservation with BEST WESTERN Carib Beach ResortI understand you are requesting to cancel your booking and have a refund as you found out that the hotel you got is permanently closed
After further investigation, I learned that you booked a Hot Rate(r) Hotel reservation on October 21, and got BEST WESTERN Carib Beach ResortYou then searched it online and found out that the hotel no longer exists, this prompted you to contact HotwireOur Travel specialist then looked into it and informed you that the hotel is now known as Lindbergh Bay HotelI also learned that after you found out the new hotel's name you then requested a claim for our Low Price Guarantee but was declined by our Travel Specialist as it was past the 24-hour timeframe
Allow me to assure you this experience is not typical of what our customers can expect when booking with HotwireWe secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are typically non-refundableDue to the circumstance and as an exception to our non-refundable and non-cancellable reservation policy, I processed the refundWhile we issue our refunds within 1-days of processing, it is up to your financial institution's policies on when the credit will post to the account
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 11, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hotwire contacted me and cancelled my reservationThe solution is ok, the only thing I am not satisfied is they responded after a long timeI opened the case around months agoNow it is very soon to my travel, and it's not easy to find a hotel for Christmas travel

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

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
*** ***

August 2,
*** *** *** *** ** *** *** *** ** ***
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 reservation with Great Escape InnI understand you are dissatisfied as you did not receive any contacts after you submitted a screenshot of your Low Price Guarantee claimAs such, you requested a refund
Our records indicate that we did not receive any screenshot/documentation reflecting the lower rate you found for the same itinerary
In order for us to review you Low Price Guarantee claim, kindly resend your screenshot to *** as an e-mail attachmentPlease be advised, the review process may take seven to ten business days for a possible refund
As a reminder, we will honor your Low Price Guarantee claim if you found the lower total for the same property with the same travel dates hours before check-in
We will look forward to resolve this case for you
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:Its very unfortunate that even after providing the receipt and the online screen printout, the Hotwire representative is not able to understand the flawI have provided enough opportunity to Hotwire by contacting them via phone and Revdex.com to report this issue .Its unfortunate that Hotwire is being represented by such customer service representativeI would like to challenge the customer rep to point out where in the attached receipt or in the screen shot there is bullet point that the Motel I reserved will charge me extra fee during check-In.I guess Hotwire doesn't care about Revdex.com.I would surely pursue this unfair business practice to higher level and will not let go until Justice/truth prevailI would like to challenge the customer rep to point out where in the attached receipt or in the screen shot there is bullet point that the Motel I reserved will charge me extra fee during check-in Sincerely,*** ***

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,*** ***

Initial Business Response /* (1000, 5, 2015/10/19) */
October 19,
*** ***
*** 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 reservation with Renaissance Chicago Northshore Hotel in IllinoisI understand you were not able to utilize your hotel reservation due to a medical conditionAs such, you are requesting a refund
At Hotwire, our Hotrate reservations are booked as non-refundable and non-changeable in order to obtain low discounted rates from our partnersWe do understand you were unable to utilize your reservationWe can review the reservation for an exception refund provided we receive documentation to validate the situation
In your case, we require medical documentation from your doctor stating you were unable to travel on the specific dates of the reservationThe letter needs to specify you are unable to travel from August 14, to August 16, due to your medical conditionThe letter does not need to specify what the condition isWe require the note to be on hospital or physician letterhead and must be signed by a doctor
After reviewing your account, on October 10, 2015, we have received your medical documentation which we have validatedOn that same day, we have processed a refund in the amount of $While we issue our refunds within 1-business days of processing, it is up to your financial institution's policies on when the credit will post to the account
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 6, 2015/10/28) */
October 28,
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 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 case number XXXXXXXX) regarding a hotel reservationWe understand the customer is requesting a refund for their hotel reservationOn October 28, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on October 10, 2015, the customer self-booked a hotel reservation, itinerary number XXXXXXXXXXX, using the Hotwire.com websiteHotel stay was at Holiday Inn Resort West Bay Beach in Traverse City, Michigan, for cheon October 25, 2015, and check-out on October 26, We can confirm the customer contacted us on October 19, regarding cancellation of the reservation
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itineraryThe terms and conditions agreed to at the time of booking were as follows:
The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason your payment will not be refunded
Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation
On October 28, 2015, Hotwire advocated on behalf of the customer with the hotelAs the reservation was cancelled prior to arrival, the hotel stated they will authorize a full refundA refund in the amount of $was processed on October 28, 2015, back to the original form of paymentThe time it takes to post the refund to Ms***'s account depends on how quickly her credit card company processes refunds
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 /* (2000, 8, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)