Hotwire

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

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,*** ***

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, 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

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

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

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.)

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.)

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

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

June 14,
*** * *** ** *** *** *** *** ** ***
In response Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear Rebecca,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your recent hotel reservation with Algonquin Hotel Autograph CollectionI regret you remain dissatisfied with the previous information provided
Please be advised that what you experienced must be a delay in updating the Hotwire information, specifically on the “last person booked” section
In addition, Hotwire works with a number of customers that may be booking the same deal as you are
That is also the reason why we make sure to point out that the hotel we listed as examples are not guaranteed, as the customer’s hotel information will only be provided after the booking is confirmed
Regardless, as I mentioned previously, we promise a quality experience from all our hotel suppliers, including a clean and in working order hotel roomIf you encounter a problem at the time of your stay that the hotel could not accommodate, you may contact us for helpOur dedicated customer service is available 24/
Again, based on the information above, our decision will remain unchanged
We appreciate your business and regret Hotwire experience was less than exceptional.Best regards,*** ***Customer Care RelationsHotwire 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, 6, 2015/10/19) */
October 18,
*** ***
*** *** Rd
***, ** *** ***
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservation in Toronto, Ontario, CanadaI understand you are dissatisfied with your recent hotel reservation, specifically with the star rating of the propertyYou feel the star rating is incorrect based on ratings found on other travel sitesWe can see that you are seeking a full refund since you felt we have not provided the product that you paid for, we apologize for whatever inconvenience this has caused you
At Hotwire, we strive for clarity to assist our customers with the booking processWe clearly message on our site that all rooms booked will accommodate the number of people enteredOur hotel partners will always make every effort to accommodate you and make your stay as comfortable as possible
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceAt Hotwire, we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelThe star rating of the Quality Hotel & Suites Toronto Airport EastBased on that review, we are confident the current star rating given to this property is accurate
Please be assured, if we downgrade a property's star rating, we will compensate affected customers with upcoming reservations and those who have stayed at the property within the past daysIn addition, we invite you to submit specific post-stay comments, based upon your experiences, explaining why you do not feel that the star rating is meritedWe will be happy to forward to those comments to our hotel specialists for their review and evaluation
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use
Based on the information provided above, I am unable to honor your request to refund your reservation
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Sincerely yours,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 8, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** has clearly not read my complaint fullyMy dispute is not with the rating of the hotel on any other travel websitesThe Quality Inn brand is not listed as part of Hotwire's 3-star hotel collectionIt is listed in the 1-star, 2-star, and 2.5-star collectionsI booked a hotel from the 3-star collection, where the Quality Inn is not listed, yet I was booked into a Quality InnIf Hotwire is going to offer the Quality Inn as a 3-star hotel, which I do not dispute is within their right to do so, then the logo should be placed amongst the 3-star collection logos so that customers are aware that they run a chance of being booked into that brandThis would be no different than a car rental company offering a Honda Civic, Toyota Corolla, and Ford Focus as their compact cars, and then giving a customer a Corolla as a fullsize, claiming that they feel is it a larger car and even though they advertised it as belonging to a lesser category, tough
I have included links to screenshots from Hotwire's website, showing the Quality brand listed in the lower categories, but not listed in the 3-star collection, which was what was advertised and what I booked forIf Hotwire will not refund or replace my reservation directly, I will be sharing these images with my credit card company when I dispute the charge
http://i.imgur.com/***
http://i.imgur.com/***
http://i.imgur.com/***
http://i.imgur.com/***
Final Business Response /* (4000, 11, 2015/11/03) */
November 3,
*** ***
***
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 Quality Hotel & Suites Toronto Airport EastI understand you are dissatisfied with your recent hotel reservation because the hotel you received shows under the examples provided of and rated hotelsAs such you are requesting a refund
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIn the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-(HOTWIRE)
To understand your concern clearly, I went to the Hotwire website and reviewed Hotwire Star Rating DescriptionBelow the star rating guideline include this information:
"Hotel brands featured above do not represent Hotwire's complete offering of hotel partners in this star rating categoryWe do not guarantee you will stay in one of these hotelsIn addition, we offer select independent hotels, not listed hereNote that some brands feature hotels in more than one star rating category."
Therefore, per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use
Based on the information provided above, I am unable to honor your request to refund your reservation
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 13, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is now obvious that Hotwire has no intention of admitting their wrong-doing and resolving this concern to my satisfactionThe hotel I stayed at did not provide anything close to a 3-star level of amenitiesIt didn't even provide the amenities I paid for based on the listing, namely there was not a guest laundry service, and the business center computer was so horridly dated that it was unusable for most of my stay, meaning I had to go to a copy and print centre and pay extra to use their computer and printer servicesNever mind that the amenities in the room were terribly dated and in desperate need of an update
The quote that was provided from the website in their rebuttal has nothing to do with my claim, and further proves that they have not actually considered the basis of my complaintI read the statement as well, and the interpretation that a reasonable person can garner from it is that it is not possible to list all the brands that might be included in a single star category, since there are various independent hotels in various citiesThis was not an independent hotelThis was a chain hotel that is listed in lower star categories than what I had bookedIf Hotwire is going to offer even one Quality Inn as a 3-star hotel, then the logo needs to be included amongst the 3-star offeringsThis is called ethical advertising, and it is not a difficult concept
However, since this is the final rebuttal, it has become clear that Hotwire has no intention this far to resolve my concerns, so I will be taking up my concerns and sharing the evidence for them in another forum

June 3,
*** * *** *** *** *** ** *** Washington, DC ***
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 recent hotel reservation with Extended Stay America - Tampa - Airport - Memorial HwyI regret you remain dissatisfied with the previous information we provided
As previously mentioned, as we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demandOnce a customer is at the final check-out page doesn’t mean the rate is locked for themThe rate will not be locked for a customer until after the booking is confirmed, so there is a possibility the original rate you tried to book was already confirmed by another customer
I understand your claims that the reservation was confirmed without a notification the rates had changedPlease be advised, we are unable to validate your claims without any valid documentation as our website is set up to notify customers whenever the rate changes/updatesThis is also to inform you that the one of screenshots you shared does not show it was the actual page you were shown before completing the reservation as the reference number doesn’t match
Despite having no valid proofs of the claims, we are honoring an exception to refund you the $Please be advised the refunds may take seven to ten business days to processAnd is up to your financial institution as to when the funds will be available for use
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,*** ***Customer Care RelationsHotwire Corporate Office

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.)

Initial Business Response /* (1000, 5, 2015/05/31) */
*** 31,
*** ***
*** *** 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 Marriott at Sawgrass ResortWe understand that you did not intend to book this reservation, and that the booking was made by your four year old childYou also state that you were unhappy with the service you received, as it was difficult to speak with a supervisor, and the first agent you spoke with had an accentWe regret any inconvenience or frustration this situation *** have caused
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners payment, and that the reservations will be used as bookedIt is for this reason that Hot Rate reservations are booked as non-refundable and non-changeableWe contacted the hotel, and were informed that the hotel did in fact take payment for the reservation, and were not authorizing a refund for this reservationHowever, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances
Our policy, in the case of a reservation being booked by a minor, is to put the reservation into a status that we call Pending Review, the reservation is cancelled with the hotel, and the refund is on hold pending review of documentation to support the reason for cancellationThe documents required in this case include a copy of the minor's birth certificate, and government accepted identification of the parent or guardianThough your reservation is not in Pending Review status, should you wish to provide these documents, we will be happy to review the matter again for a possible refundIf you do not provide these documents to support your claim, your reservation will stand as originally booked
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Re: Case Number ***, Hotwire Itinerary Number ***
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your car reservation with Alamo
I believe we have already addressed your concern through email and through phone conversation and provided you the refund with all your supporting documents
Be informed that 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 accountPlease allow 1-billing cycles for the credit to appear on your statement before contacting us in regards to this refund
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/18) */
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

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