Hotwire

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

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

Initial Business Response /* (1000, 8, 2016/01/26) */
January 25,
*** ***
*** *** Lake Dr
*** *** ** 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 Hertz Car RentalI understand you were dissatisfied because you were informed that reservation may be cancelled if you make a new one to correct the dates on the bookingAs such, you requested a refund
We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can absolutely be confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our website, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation
After reviewing your account, I confirmed your reservation was already refunded in full on December 15, which was an exception to your non-refundable reservationRefunds typically take 1-business days 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,
*** ***
Customer Care Relations
Hotwire Corporate Office

January 19,
*** * ***
*** *** St
*** ON *** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***and ***
Dear ***
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with
Hilton Garden Inn Toronto Downtown and Travelodge Hotel Niagara Falls FallsviewI understand you are dissatisfied with your hotel bookings because you were charged in USD while you expected to be billed in CADAs such, you requested a billing adjustment
Our records indicate you booked with one of our travel specialistPlease be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriouslyWe listen to those calls unbiased and take full responsibility if we find an error on our endUpon reviewing the call, a request to be billed in CAD was never indicated throughout the call
Please understand Hotwire is a US-based website, when booking online, website and/or through our travel specialist, customers are charged in US Dollars as set as default unless a customer proactively states the currency they wish to be billed in
Based on the information above, I am unable to honor your billing adjustment request
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/05) */
July 5,
*** ***
*** *** Point
*** *** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear CUSTOMER,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your car rental reservation with Alamo, scheduled for piat the Detroit Metropolitan Wayne County AirportWe understand that you would like to add your wife's name to the reservation to allow her to pick up the vehicle and have been unable to do soWe regret any concern or inconvenience this situation *** have caused
Once a reservation is completed with Hotwire, the booking and payment details are sent to the agency and we no longer have access to those reservations to make changesWe contacted you July 5, with the offer to book a new reservation under your wife's name, cancelling and refunding the original reservation in the processYou then informed me that you have made arrangements for another car to be picked up by your wife, and you intend to pick up the car booked with Alamo on July 8, During our call I advised you that the reservation, as it is prepaid, would be held for hours past the scheduled time of pick-upAs you will arrive later than that, you were advised to contact Alamo directly with the request that they hold the reservation open
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,
*** Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When *** called me on July 5th at 19:we agreed to just have ALAMO hold the reservation until when I arrived at the ALAMO location at DTW on July 8thI call ALAMO that night to hold the reservation until when I arrive and they said they can not hold the reservation without Hotwire doing so even though I have already paid in full for the reservationI called Hotwire back and the customer service number said only ALAMO can do thatI called ALAMO back and they once again said they can not do anything without Hotwire calling themI called Hotwire back and they said they do not need to call ALAMO because they have no authority to do so
So once again HOTWIRE will not communicate with ALAMO to honor my reservation
Final Business Response /* (4000, 14, 2015/08/01) */
August 1,
*** ***
*** 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 Alamo car rental, in Detroit, Michigan on July 6, We understand that your wife wanted to pick up the vehicle, but was not listed as the primary driverAs such you are seeking a refundWe regret any frustration this situation *** have caused
In negotiating low prices with our car rental partners, we guarantee your car will be used as originally bookedThis would include having the driver listed on the reservation picking up the vehicleThis is because all car rental agencies will require a credit card as a deposit against any additional charges which you *** incur
Hotwire advises in its Terms of Use, that additional drivers *** be added at the time of rental, but the agency *** have additional charges for this servicePrior to completing any booking, you are asked to acknowledge you have read and agree to our Terms of UseThis is also recapped in your email confirmation
We cannot add drivers to your prepaid reservationBased on the above we will not be providing compensation as requestedWe appreciate your business and look forward to assisting with your future travel needs
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate Customer Relations
Final Consumer Response /* (2000, 16, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

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, 2015/05/27) */
*** 27,
Revdex.com
San Francisco Bay Area and Northern Coastal California
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 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 youHotwire is responding to the consumer complaint from Ms*** *** (Revdex.com case number XXXXXXXX) regarding a package reservation
Our records indicate on March 4, 2015, the customer booked a package reservation which included a flight and hotel reservationAccommodations were at the Holiday Inn Resort Montego Bay, JamaicaWe understand from the complaint, the customer is requesting shuttle service
At this time, we are requesting Ms*** submit a receipt for the additional charges incurred for the shuttle service upon her arrivalThe customer *** submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist her further
Hotwire strives to provide the highest level of customer service, and we are sorry her recent experience did not live up to that expectationWe regret that the service the customer received was less than satisfactory and we apologize for any inconvenience it *** have caused
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, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to get in contact with the taxi driver that transported me and my family to and from the airport while we were on vacationUnfortunately it is impossible for me to get in contact with the two drivers that we had and we do not have any receipts due to paying in cashHowever, you can contact the hotel that we stayed at and they can verify how much it cost to be transported to and from the airportThe hotel staff told us about the taxi service (Holiday Inn Sunspree resort and spa)We spent $dollars total to be transported to and from the airportIt was $dollars there and back for up to four people
Final Business Response /* (4000, 9, 2015/06/18) */
June 18,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms***Hotwire is responding to the consumer complaint from Ms*** *** (Revdex.com case number XXXXXXXX) regarding a package reservation
On June 18, 2015, Expedia processed a refund in the amount of $back to the customer's original form of paymentThe time it takes to post the refund to her account depends on how quickly her credit card company processes refunds
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

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, 2015/05/31) */
*** 31,
*** ***
*** N*** Street
*** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com, regarding your reservation with the Quality Inn & Suites Greenville, SCWe understand that you were unhappy with your booking results, as you read distressing reviews of the hotel, and your savings did not add up to 60%We regret any concern or frustration this *** have caused
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationOur Low Price Guarantee provides a refund in the amount the difference to customers who find a lower rate than the Hotwire rate within hours of booking
Upon investigation, we see that you contacted Hotwire to request a refund or transfer to a different hotel on *** 5, To get the great low Hot Rates, we guarantee payment to the hotel, whether the reservation is used or not, which is why the Hot Rate reservations are final, with no changes, refunds or transfersIn light of this, the agent you spoke with advised you we are not able to change or refund your reservation, and encouraged you to give the hotel a chance
You kept the reservation, and found several issues of concern, there were bugs and trash at the property, and the hotel was located in a bad area, with visible drug deals occurringYou then contacted us by phone, and were offered a cancellation of your reservation, with a new booking elsewhere, as is the policy in such an instanceYou declined this offer, stating you were seeking a refundOur agent then obtained permission to refund the remainder of your stay, and did soYour refund in the amount of $was processed on *** 27, Though the refunds are processed immediately, it can take a day or two for the banks to transfer the fundsPlease check with your financial institution as to when these funds *** be released to you
We have added HotDollars to your account as additional compensationEach HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire siteThese HotDollars *** be available for use up to one year from the expiration date, or in this case, until *** 27, You *** also receive an email with more information about the HotDollars
We strive to exceed our customers' expectations, and we regret that your 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, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate this response and the $hot dollars put on my account, I do not appreciate the run around I received from separate employees and the way they handled the situationI was told by the first employee of Hotwire that Hotwire theirselves would refund the full amountWhile on hold, my call was disconnectedThen when I attempted to reconnect with the person, they told me they had no idea who the person was and that they would not offer what I was guaranteedI called back to a third personThe third person was as polite as the first and contacted the hotelThe night manager 100% guaranteed that I would receive a full refund in the morningHotwire confirmed this and I asked if Hotwire would refund me if the hotel backed out and they said they would offer a full refund if the hotel took back their guaranteeThe hotel ended up only giving me a half refundI still request a full refund and NOT in hot dollarsI used my own money for this and a refund should be offered in actual cashIf you were to give me hot dollars again, it would not be fair to give me the same amount as the refund I requested because it is not the same purchasing powerI am deeply upset with this situation as Hotwire has always taken care of me and given me a great hotelThis was the worst experience I have ever had by far and I am a loyal customerAs you can see I even booked another hotel from Hotwire after my bad experienceThat's how loyal I amIf this situation is not resolved, I *** no longer be a loyal customer
Final Business Response /* (4000, 15, 2015/06/24) */
June 24,
*** ***
*** N*** Street
*** ** 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 Quality Inn & Suites Greenville, SC, checking in *** 25, We understand that you are not happy that the HotDollars you were offered on June 17, were retracted and the customer service you received from agent that called you the next dayWe regret any frustration that *** have occurred from this
After some investigation, we found that the agent that offered the HotDollars on June 17, had offered them in error, and mentioned that fact in the Revdex.com response sent later that dayHowever, due to you having been offered the $HotDollars, we *** go ahead and re-apply them
Each HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire siteThese HotDollars *** be available for use up to one year from the expiration date, or in this case, until June 23, You *** also receive an email with more information about the HotDollars
We apologize for any lack of professionalism that *** have occurred during any of our callsAt Hotwire, we strive for excellence with our customer service and regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 17, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because:You are not reading my complaint at all.We made a visit prior to checking in to check if what people complained about is true or perhaps half true.She declined to let us assess the room, and the overall situation was exactly how it was purported and sadly worse.Fearing the safety and health of myself and family, and realizing we weren't getting anywhere with the hotel, we then called HOtwire to mitigate the situation.Please note that you have actively advertised the hotel knowing that it was rated F and despite my effort trying to bring this up to light about the situation, Hotwire tries to diffuse the issue.If you in business, there is reliance on the part of us, the customers and consumers at large, that you do your due diligence for safety of others.This is precisely Consumer Protection is about, and if not for Revdex.com, I wouldn't be able to voice this claim at all.I hope you realize that we need to be compensated because we didn't utilize the service at all and that we had to rent a room miles away in the midst of jazz festival in New Orleans where all hotels were booked.We have suffered enough mental anguish, disappointment having had to deal with your company and the hotel.When public safety and health issue is at risk, these trump everythingEvery situation is different, you need to assess each complaint differently.You will not put your family's situation in harms' way and neither do I.Hotwire wouldn't be able to shield under "final sale, no refund" policy if Hotwire hasn't done their homework.Unfortunately all is public record as well as the mounting complaints, and yet Hotwire chose to deliberately do business with the hotel and actively advertising rooms knowing all issues. That itself is "grossly careless" and then leave customers to fend for themselves.
Sincerely,
*** ***

Re: Case Number ***, Hotwire Itinerary Number ***
Dear ***,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your car reservation with Alamo
I apologize for any inconvenience that this may have caused youAccording to our records, I
confirm that you reached Hotwire Customer Care last April 12, and I’m glad that you were offered an option to be refunded by sending medical documentation
When a Hot Rate car reservation is made, a customer pays Hotwire and in turn Hotwire provides payment to the agencySince our reservations are guaranteed to our partners exactly as they were booked, all Hot Rate reservations are non-refundableThis is to ensure we are obtaining the lowest possible rates from our partnersWe do understand some events are beyond the customer’s control and can work with our suppliers to allow for refunds under extenuating circumstances
As previously stated, to determine whether or not you are eligible for a refund, we require medical documentationThe letter must specify you were unable to travel from April 13, to April 16, as you were not allowed by your doctor to travel after your surgeryThe letter does not need to include what your condition isWe require the note to be on clinic or physician letterhead only and must be signed by a doctorPlease email the doctor’s note and a copy of this letter to *** for further reviewOnce we receive this documentation, it will take 3-business to review the documents for a possible refundYou will be notified via email regarding the outcome of our review
Without receiving the appropriate documentation, we would be unable to consider your situation for a refundPer the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferablePrior to completing your booking, you selected a box stating you read, understood and accepted the Terms of use
With that, we also wanted to confirm that we have addressed this matter with you via Email and through VoicemailOur position on the matter has not changed, and our decision is finalWithout the required documentation, we are unable to honor your request to refund your reservation
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15,
*** ***
*** *** *** Drive
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Hyatt Regency Pittsburgh International Airport, originally scheduled for check in on *** 16, We understand that the hotel was an unreasonable distance from your destination, and you did not use the reservationAs such you are seeking a refundWe regret any concern or inconvenience this situation *** have caused
On review of your account, we can confirm that your full refund of $was processed on July 5, Please contact your financial institution as to when these funds will appear on your statement
In the future if you need a very specific location, we recommend that you take advantage of our standard ratesFor standard rates, hotel details, including the hotels specific location, are provided prior to booking and *** be refundable; cancellation policies vary by hotelThis type of reservation is best used by those who need to be close to a specific location
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23,
*** ***
*** Country Club Parkway
*** *** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear
Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your hot rate booking at the Quality Inn located in Florissant, MissouriYou stated in your correspondence that you did not authorize this purchase and the hotel you reserved is miles from the airportAlso stated was you felt the hotel was too close to an area where riots were taking placeAs a result you are requesting a full refund for this reservationI apologize for any inconvenience this *** have caused
Our records indicate that you provided the agent with your payment information and agreed to the Terms of Use listed below
All bookings are finalNo refunds, changes or transfers
Your account will be billed for the full amount when you book
After you book, the hotel's name and address will be revealed
Hotels will require a credit card when you check in; debit cards *** not be accepted
You'll pay the hotel directly for additional charges, like room service or resort fees
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed
Sometimes amenities *** be closed for the season or for renovation, though we try to show what's currently available
To address the distance a search was done indicating actual distance from the Quality Inn, located at Dunn RdFlorissant, Missouri XXXXX and the Lambert International Airport located in StLouis, Missouri is a minute drive, miles, via N Hanley Rd
Hotwire does care for the safety of its customers and will relocate them in the event a dangerous situation such as a flood, snow storm, or a riotUpon confirmation there is a situation of this proportion where the authorities deem it necessary to evacuate due to lose of control, we will take actionAs the agent did not know of or could not confirm the severity of the situation, on the day of check in, no action could be taken
Based upon the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travels
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/05/21) */
*** 21,
*** ***
*** *** Drive
*** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns sent through the
Revdex.com, regarding the funds being held due to your account being blocked by our Risk Management teamAs stated in your letter, you would like to have these funds releasedWe regret any concern or inconvenience this has caused
Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any detailsWe apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's securityAs this case is still under investigation, I can provide you with no compensation or further information at this time
We hope this helps to clarify that this was a security measure taken to help protect our customer's informationWe appreciate your business and look forward to assisting you in your future travels
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/07/07) */
July 7,
*** ***
XXXXX W *** Lane
*** **
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 La Quinta Inn & Suites El Paso EastAs stated in your letter, you felt misled 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
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, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If their explanation were accurate then every star hotel in the region selected should show the exact same information with the same crossed out rate, same percentage off, and same final rate however that is not the caseEach star hotel in your selected region shows a unique price/number
When making the selection it is clearly for an individual hotel and all information contained within that selection is for an individual hotel including ratings, reviews, and hotel amenitiesIt does not make sense that everything in an entire selection would be aimed at a specific hotel except for the discount rate, crossed out rate, and final rate unless Hotwire were intentionally trying to deceive the consumer into believing they were getting a higher value then they wereAlso, nowhere during the booking process does it state that the crossed out rate and percentage off are an example of a median published rate for any class of hotels in the region you selectAs the screenshots I have provided clearly show - there is no assumption or confusion on this end since it is clear what Hotwire is trying to convey for the selection that was madeBased on Hotwire's response it is clear that Hotiwre is intentionally attempting to deceive the customer into believing they are receiving more value than Hotwire is going to deliverThis deceptive and possibly fraudulent "bait and switch" tactic is not acceptable from our viewpointIn our case the selection clearly showed a regular rate of $per night, crossed out with a banner that stated 54% off, to a final price of $per nightNowhere did anything indicate that these numbers were not directly related to the selection being madeOther star hotels in this region had differing discounts and rates being displayedAgain - if all star hotels are created equal as Hotwire would like us to believe then all star selections should show the exact same information but they don'tWe again reiterate that we are not happy with the intentional deception presented by Hotwire and request a full refund of our fundsWe also request that Hotwire clearly inform customers that the numbers being displayed in their booking process are examples only and are not intended to indicate value being offered for any selection made
Final Business Response /* (4000, 15, 2015/07/30) */
*** ***
XXXXX *** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the La Quinta Inn & Suites El Paso EastSpecifically, you state that there is no indication that the savings percentage is based on anything but a single hotelYou think that if all hotels in each class were the same they would have the same description, savings percentage, and crossed out ratesYou also do not understand why some information is just for a single property but other numbers are pulled from multiple hotelsAs such, you are requesting that we provide you a full refund totaling $We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
As we have advised in our previous correspondence "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 means that savings and crossed out rates are based on the rates of multiple hotels
The reason that all hotels of the same star rating in the same mapped zone do not have the same description is because they are not the same hotelAll of the savings percentages and crossed out rates are based off the median rate for hotels of the same star rating in the same area, because the hotels are not offered at the same base rate, the savings percentages and crossed out rates when compared to the median show different numbers
When looking at rates on hotwire it is safe to assume that the information provided is for the hotel you will receive; however, when you see one or more asterisks (*) after information provided like savings percentages or crossed out rates, it means that there is more information available for the number or deal advertised
Based upon the information above and our previous correspondence we will not honor your request for a refund totaling $Thank you for the opportunity to further clarify how our website worksWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate office
Final Consumer Response /* (4200, 17, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As we've expressed a number of times, nowhere in the Hotwire Android app when making a selection does it state that "savings and crossed out rates are based on the rates of multiple hotels." Also, In the Hotwire Android app the asterisk in question simply states "Compared to leading travel sites"There is no mention of "median rate" nor any clarification that the discount being shown for the selection is based on the median rate for any group of hotels in the regionThe selection is clearly for an individual hotel and the price, crossed out rate, detailed information and asterisk clearly indicate that the information provided is for an individual hotel and not a group or "median" set of hotels
As we have indicated previously, it is in our opinion inappropriate and fraudulent to show pricing, associated discounts, and details for a hotel and then turn around a supply a sub-par, inferior productThe hotel provided by Hotwire in our instance was an inferior product which was nowhere near the quality with nowhere near the savings that was displayed on the selection we madeNot all hotel in a particular star class are the same in quality and value and to say that the hotel and pricing provided by Hotwire in our situation was the equivalent quality and savings indicated is simply inaccurate
Unfortunately Hotwire continues to repeat the same information while not truly addressing the complaint which is that the product they provided was inferior, substandard, and not of the same value they advertised in the selectionThe fraudulent and intentional deceptive practice of "bait-and-switch" in this case is not acceptable which is why we continue to request a full refund
We're hopeful Hotwire will do the right thing and take steps to properly remedy the situation
Regards -
*** ***

Initial Business Response /* (1000, 5, 2015/06/29) */
June 29,
*** ***
*** E *** Avenue
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # NUMBER
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com,
regarding your booking with the Trade Winds Central Inn in Tulsa, OklahomaWe understand that were unhappy with your stay, and for this reason you were promised a refund equal to one night by the hotelWe regret any frustration or inconvenience this many have caused
On review of your account, we see that you we refunded on June 25, 2015, in the amount of $This refund was processed to the visa card used to book the reservationAn email was sent confirming your refund to the address associated with your Hotwire account, ***@yahoo.com
We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally but took a week of phone calls and being on hold for hours and being disconnected numerous timesBut yes I finally got my refundStill will not use them again not worth the Hassel

March 16,
*** ***
*** *** ***
***, TX ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Days Inn - Dumas, TXI regret you remain dissatisfied with the information we provided
As previously mentioned, we honored your refund request back to your account used to complete your reservationThe initial credits was already removed and we refunded it to your account as requested
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, 9, 2015/12/08) */
December 08,
*** ***
PO BOX ***
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX
Hotwire Itinerary N/A
Dear ***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your transaction with HotwireI understand your dissatisfaction stems from the $discount coupon that was not applied to your booking
I attempted to locate the reservation in questionHowever, I am unable to locate the Hotwire reservation with the information you providedI also tried to reach by phone and email without successSo we *** locate the reservation you are referring to, please reply with the following information:
- Hotel Reservation Number
- 10-digit Hotwire Itinerary Number
- Email that was used on the transaction
Once we receive this information, we will be able to search further
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nice try trying to divert the issue and turn it into a different situation and subject all togetherYour response has nothing to do with the claim I madeYou also never tried contacting me through the phone or emailIf you had taken the time to read my complaint you wouldn't be making things up and would clearly understand the situationMy complaint simply stated again, is that you are falsely advertising this discount to everyone, and revoking it under pretenses that they already signed up for your services and are therefor unable to get said discountThen you are generating accounts and usernames under their email addresses and spamming them to no endGo ahead for yourself and enter your own website of hotwire.comGo to the bottom of the page where a $discount is offered and type in an email address that you know is not related to an account in anywayThe message you will get is that you've already subscribed and you can't have the discountFurthermore the hotwire system will generate an account in your name and a password, then spam you, because when you tried to receive the discount and entered your email, the consumer agrees to your privacy policyThis is an ill attempt by you to try and show minimal effort to the Revdex.com that your attempting to resolve this, when in fact your company is happy with the fraud being perpetratedIt is unacceptable and in no way is this even closely resolvedI have many other friends and consumers that are also going to raise the exact same complaint to the Revdex.com, so I would take this much more serious unless you want to singly respond to a dozen more complaints
Final Business Response /* (4000, 14, 2015/12/22) */
December 22,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX, Customers email address: ***@outlook.com
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding to your dissatisfaction stems from the $discount coupon that was not applied to your booking
Allow me to assure you, it is never our intention to mislead our customersRather, we strive for clarity on our siteThe purpose intended by listing this promotion is to provide our consumers with a more specific idea of the parameters of the promotion we instituted
As further review, the $off promotion was available for email addresses that had never been registered with us
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 our Web siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expectAs such, we are unable to honor the $off for your future bookings
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18,
*** ***
***
Re: Revdex.com #: 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 Le Meridien Versailles-Montreal for cheJuly 25, and check-out July 26, We understand that you wanted to be billed in CAD; as such you are requesting a refund of CAD and an apology letter with admission of errorWe regret any frustrations this *** have caused
Hotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency typeAs your reservation was booked with an agent over the phone, the default currency was in USD and a different currency was not specifically requestedThis call was reviewed and at no time was the form of currency discussedThe agent did recap the booking and the terms of use were agreed to before finalizing the reservation
We are not able to retroactively adjust the currency type once the reservation has been completedAs such, we will not be providing the requested refund as no error was made by Hotwire
We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care team, at X-XXX-XXX-XXXX
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would she see a price on the internet in Canadian (where we live) and call in and continue to discuss that same number but in United States CurrencyYou must have a way to obtain your past rates offered on these certain hotelsYou must see a major differenceMaybe your rep should have been a little clearer about final booking prices? I would love to obtain a copy of that call so I can review it
The price you've charged me before tax is $212.45CAD (With tax I paid $244.20CAD)Why would she be talking to you in US dollars when calling to book from Canada? (Also the call would of never occurred if any of your automated applications would work properly)Review the dollar value she discusses on the phoneAt any point is it $per room for one night? I can call the hotel and get a better price than thatWhy do I need you?
This is a very weak play by hotwireThere will be no continued business and I can only hope Hotwire runs itself into financial ruinWhich with business practice such as these I would hope is in the near futureI want a copy of that phone call since I did not make the call to begin with; I would like to ensure you even have the correct oneThis sounds like a he said she said situation and it looks very bad upon Hotwire if your reps are not even confirming billing currencies before processing transactionsThat sounds like a in my worldI want the copy of the call, the money, and the apology
Final Business Response /* (4000, 9, 2015/08/26) */
August 26,
*** ***
***
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 with Le Meridien Versailles-Montreal for July 25, We understand that you are requesting a refund of $110CAD, a copy of the original call, and an apology letterWe regret any frustration this *** have caused
Hotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency typeAs your reservation was booked with an agent over the phone, the default currency was in USD and a different currency was not specifically requestedThis call was reviewed and at no time was the form of currency discussedThe agent did recap the booking and the terms of use were agreed to before finalizing the reservation
Our calls *** be recorded for quality and training purposesIn the event that we need to review a call, we *** go back and review what was said during the callIn this case, we were able to review the call, but we will not provide the original or a copy of the call
We do apologize if there was any poor customer service when you called in and contacted our email departmentHotwire strives for excellence with our customer serviceWe take customer service complaints seriously, and will deal with the matter internally
Based upon the above information, we will not be honoring your request for a refund or a copy of the recordingWe 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