Hotwire

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

This is a company licensed to operate as an *** company as a sub of expedia
They accept *** funds using *** banks and pay *** taxes
the whole point of the complaint is the terrible customer service provided by third party untrained low wage employees in another country
If you take *** funds using *** banks and operate in *** but only communicate with customers by this sub standard way then we will go up the chain of command and complain to whoever is nextThe banking institution regulatory agencies or the commerce departments or whoever
we will endeaver to pursevere*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)***, I appreciate your responseDid they inform you that there was a charge to get double beds, therefore spending more money than we had plannedMy biggest issue with this is when I called to book this, the lady asked if I wanted one or two beds, and I requested twoSo not only did I have to pay extra, but I didn't get what I requestedCan you please investigate further into the conversation I had with the hotwire worker, where she informed me of getting two double bedsThanks,

September 5,
*** * *** *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through Hotwire and the RevDex.com, regarding your car reservation with SixtI understand your dissatisfaction caused by the rental agency not having your car available at time of pick upAs such, you are requesting a reimbursement between the difference in rates of your original and alternate car booking
We recognize your experience was less than idealWe sincerely apologize for the inconvenience this has caused you
Unfortunately, overbooking does occur occasionally in the car industryIn such situations, we ask our partners to do their best to accommodate customers into alternate vehicles
We understand that you rented from another supplier since the rental agency did not have any cars available at that time
Based on that information, we are more than happy to honor your refund requestKindly provide us with the final receipt from the alternate supplier reflecting the total amount you paid with themYou may send it to ***Please be advised, we will review the receipt to confirm the amount of your refund and this process may take to business daysWe will reach out once the review is completed
Should you need to reach us out, you may call us at (415) *** * *** or you may e-mail us to the address provided aboveWe are open Monday to Sunday from 7:AM PST to 9:PM PST
Our goal is to exceed your expectations; we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

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

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

Complaint: ***I am rejecting this response because a dollar credit is not even half of my hotel fee I would accept a hotwire buck amount of closer to All the trouble we went through I dont think that is to much to ask.Sincerely,*** ***

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 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, 2015/05/31) */
*** 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

March 25,
*** ***
*** *** *** *** * *** *** *** ** *** *** *** *** *** *** *** *** *** ***
Dear ***,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Palm Springs,
California
I understand you are dissatisfied with your reservationSpecifically, your dissatisfaction stems on the hotel reviews and that the property is no longer under the management of The Adriatic ResortYou feel you have been misled on the hotel name changeIn addition, you have read online reviews on the hotel conditionAs such, you are requesting a cancellation and refund of your reservation
According to our records, Hotwire Customer Care was able to confirm the hotel name change to Mediterraneo ResortThe hotel was unable to notify us of the name change to perform smooth transition when changing their hotel nameAllow me to assure you that the star rating and amenities are the sameThe hotel still holds your reservation and your original Hotwire itinerary confirmation with the The Adriatic ResortPlease accept our sincere apologies for any inconvenience this may cause youRegardless of the hotel name Hotwire prioritizes the safety and cleanliness of a property as a matter of upmost importance
At Hotwire, we guarantee customers a clean and comfortable stayWe want to give our partners the opportunity to provide all guests with a satisfactory stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer’s satisfaction, we recommend contacting Hotwire Customer Care at *** ***) for further review
Per Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you had read, understood and accepted those conditions
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,
*** ***
Customer Care Relations
Hotwire Corporate OfficeTell us why here

Complaint: ***I am rejecting this response because:
I am truly stunned that this business continues to lie about their practicesJust to verify, I went to Hotwire and ran checks on random places for Dec 28, adults, one nightI can find readily find locations where the same star-rated hotels have widely divergent crossed out ratesTwo easy examples below Two easy examples showing how wide this divergence is
Hewitt, TX -- there are two star hot rates, both 0.2-miles awayOne has a crossed out rate of $86, one has a crossed out rate of $These are not even close to the same
Tucumcari, NM -- there are two star hot rates, both 0.2-miles awayOne has a crossed out rate of $and one has $These are not close
Granted there are locations where you can find similar crossed out rates but they seem less common
At the end of the day, Hotwire's attitude and its refusal to acknowledge any fault, has damaged my interest in the companyI've used Hotwire quite a lot and I used to recommend Hotwire to all my friends but now I'm going to start trying PricelineI'll still use Hotwire where it suits me but I'll start with Priceline first.
Sincerely,*** ***

Initial Business Response /* (1000, 8, 2015/07/08) */
July 8,
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 ID number XXXXXXXX) regarding activity reservations
Upon receipt of the Revdex.com submission, we have verified this matter was resolved via our Hotwire Customer Service CenterA refund in the amount of $was processed back to the customer's 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, 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, 10, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it as long as I actually GET IT

Initial Business Response /* (1000, 8, 2015/07/28) */
July 28,
*** ***
*** S*** Street
*** ** 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 Super - Sturgeon BayWe understand that you booked the reservation for the wrong dates, and have now found alternate accommodationsYou also state that when you contacted the hotel, you were informed that you had been assigned a handicap accessible room with one king bed, and only Hotwire could change your room typeAs such you are seeking a full refund for this reservationWe regret any inconvenience this *** have caused
All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you indicated at the time of bookingWe do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodated
At Hotwire, we obtain our great low 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 supplier and billed regardless if the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredIn order to complete the booking, you selected a box stating you read, understood and accepted those conditions
In consideration of the above information, we are not able to honor your request for a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 10, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is exactly as I expected: too bad, so sadI did not expect anything remotely satisfying as the initial contact with hotwire left much to be desired
Please close the file, as I never believed there would be a satisfactory resolutionFrom now on, I will never use hotwire again, and will strongly urge others not to use it as wellUnless they want to be cheated
**

Complaint: ***I am rejecting this response because:
Hotwire simply keeps re-stating what's already listed on their website, rather than addressing the fact that they take part in very misleading advertisingTo keep stating that their crossed-out rates are the median rates over a 24-period, for the same neighbourhood, star rating, and stay dates is categorically falseI know Montreal quite well, and I know for a fact, that there aren't any 3.5* hotels that sell/advertise their regular hotel rooms at over $800/nightThis can be verified against all the leading travel websites including, the actual hotels' websites, Priceline, Expedia, Hotels.com, etcThe hotels in Montreal that are even remotely close to that price point, are 4.5* and 5* hotels such as Loews Hotel Vogue, Ritz-Carlton, etc. So, it most definitely seems as though Hotwire isn't using the median retail price at all, because if that were truly the case, their median rates would be much lower, as reflected by all other retail rates in the same neighbourhood, star rating, and stay dates.
Interestingly enough, this hotel is now no longer listedIt seems rather suspect that straight through from March 5, when I first started looking at hotels, to March when I filed the complaint with the Revdex.com, Hotwire was still showing this hotel with an inflated crossed-out rate of over $800/nightIt definitely seems as though after the complaint was filed with the Revdex.com, Hotwire removed the listingIs that perhaps because they're well aware of the discrepancies?
In addition to this, for Hotwire to state that they can't guarantee the amount of savings on every reservation is at the root of the problemIf they can't guarantee a savings similar to what they're stating at booking (e.g., you just saved over $as was the case with my booking), they shouldn't include these purported savings at allFor example, with the hotel that we booked, a savings of 77% was what we were supposedly getting, when in reality, we only got a savings of just over 2%At no point in time, can Hotwire justify a savings of just over 2%, as being "deeply discounted rates" as they have stated to me
Once again, I'm not requesting a refund, because we are honoring our commitment and will be staying at this hotel, but rather a credit in HotDollars that matches the 77% discount that was indicated when I bookedI appreciate that an amount of $USD was already applied to my Hotwire account, however, that doesn't reflect a savings of 77% which was what was indicated when we bookedMy original request stands: a credit in HotDollars for a total equivalency of $CAD, which is a 77% savings off the price we actually paidIt would be unfortunate to lose a loyal customer over this
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/19) */
November 17,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com ID number XXXXXXXX) regarding a hotel reservation
Our records indicate on September 21, 2015, the customer booked a package reservation which included a car reservation along with a hotelAccommodations were at the Magnuson Grand Hotel Maingate West from checking in on October 14, 2015, and checking out on October17, We understand from the complaint, the customer is requesting a refund
On October 14, 2015, we can confirm the customer contacted Hotwire stating the hotel was closedOur customer service agent contacted the hotel and was advised the property had to close to maintenance issuesThe hotel had not made prior notification to Hotwire reqarding this closureThe hotel authorized a full refund of the reservation, of which Mr*** acceptedA refund in the amount of $was processed back to the customer's original form of payment
The hotel was able to locate alternate accommodation for the customer at the Serlago Hotel and SuitesDue the property not being an affiliate of the Magnuson Grand Hotel, the customer had to book directly with the propertyOur records reflect Mr.*** accepted this arrangementWe further show that the customer contacted on October 26, 2015, stating he paid more for the alternate reservationOur customer service agent honored the original price, and due to this price difference, a refund of $was processed
Hotwire strives to provide a high level of customer service, and it's disheartening when one of our vendors does not work to meet that goal as wellWe do apologize for the inconvenience the customer encountered regarding this matterHotwire has reached out to the car rental company as well, to advise them of the customer's concernsBudget Car Rental has advised us to direct Mr*** to their customer service department so they can evaluate a possible refund of the rentalAs Hotwire has provided a refund of the original reservation, we are unable to honor a request for any additional compensation for this matter
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, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
I would like to state that Hotwire has failed to address a whole bunch of factsFirst, is there any service hotwire facilitates or do they simply transfer the mistakes to the vendorSecond, can they answer about what was stated by their customer service, while I called them about the hotel being closed? It was Hotwire customer service personal *** (he gave me XXXXXXX as his employee id)He told me that he is refunding the entire amount for the booking and re-booking me at Seralago Hotel at no cost to meHotwire has completely misstated the facts of my conversation with their customer serviceIt was NOT Magnuson grand that directed me to SeralagoIt was Hotwire that spoke to them and told me that they were re-booking me at no cost to meI land at Seralago and find NO reservation in my nameHotwire DID NOT tell me, that I had to book directly with SeralagoThis is COMPLETE MISREPRESENTATIONPlease ask them to provide you with the voice recording of my conversation with ***That will show you what I asked him and what he statedYou can clearly infer from that conversation all the facts I am statingAbout Budget car rental, I will reach out to themBut just as a question, what is the actual service hotwire is providing, if I have to individually call each vendor and figure issues? Also, I am not asking for any additional compensationI am ONLY asking what their customer rep statedI also request Hotwire to provide me with the voice recording of my conversation with ***
Sincerely,
***
Final Business Response /* (4000, 9, 2015/12/04) */
December 04,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr***We regret to hear he did not accept our response and/or resolution offered
As we previously advised Mr***, Hotwire has provided a full refund of the original hotel reservation; no further compensation will be provided for this matterWe also advised the customer that Budget Car Rental would like to review this issue for a possible refund, however, Mr*** will need to contact them directly
We understand the customer is requesting a copy of a call recordingIf Mr*** would like to have access to the call recording, we suggest he request the call recording through our legal departmentThe contact information can be found below
ATTN: Hotwire Legal Department
XXX XXXth *** XXXXX
We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernAt Hotwire we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers
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
Final Consumer Response /* (4200, 11, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the Revdex.com, hoping that they will intervene and help
But, this seems to be just a message forwarding medium with no effective intervention
Also, the business does not own up to its mistakes and does not own up to what its OWN customer service representative told me
So, the lesson learned is that not only can business get to cheat people with misinformation, then can also continue to deny any wrong doing
The more important lesson is that Revdex.com, which is meant to intervene and help, acts as just a message forwarding system
Everything, I have to send a complaint, get a response from the business, then have to contact their legal department for audio recording of my conversation, then have to contact the car rental directly
Just to those who are managing all this
What are you effectively doing? How are you truly helping a customer who has been wronged with misinformation and misrepresentation????
Is message forwarding your intervention??

Initial Business Response /* (1000, 5, 2015/06/24) */
June 24,
*** ***
*** *** *** Circle
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns, as sent through the
Revdex.com, regarding the taxes and fees that are charged when creating a booking with HotwireWe understand that you are concerned about the difference in taxes and fees as found on the hotel's website and the Hotwire website and the amount of savings you got received from your most recent booking
Please understand that the tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.gsales and use, occupancy, room tax, excise tax, value added tax, etc...) that Hotwire pays to the hotel supplier for taxes due on the hotel's rental rate for the roomThe actual tax amounts paid by Hotwire to the hotel supplier *** vary from the tax recovery charge amounts, depending upon the rates, taxability, etcin effect at the time of the actual use of the hotel by the customerThat being stated, we retain service fees as additional compensation in servicing a customer's travel reservationService fees retained by us for our services vary based on the amount and type of hotel reservation
The information mentioned above is made available to our customers' in the Hotwire Terms of UsePrior to completing this booking, you selected a box indicating you accepted the Hotwire Terms of UseIn doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price; including the room rate displayed on the site plus tax recovery charges, service fees, and where applicable, taxes on our services
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 bookingPlease allow me 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 feesHotwire is different from retail travel sitesWith Hotwire you enter the date and locationHotel revealed only after booking
Allow me to further clarify how the savings provided on our site 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 availabilityI 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 hope that this disclosure of information is what you were looking forWe appreciate your business, and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 6, 2016/01/21) */
January 21,
Revdex.com
Alaska, Oregon & Western Washington
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
Our records reflect that on November 11, 2015, Mr*** booked a roundtrip flight from ***, California to ***, *** for travel November 23, through November 28,
We understand from Mr***'s complaint that he flew the first leg of his flight from *** to *** but, the flight was delayedThis caused him to miss the connecting flight from *** to *** CityMr*** states that he contacted Hotwire for assistance and was instructed to purchase a new flight to ***, and informed that his return flight would remain activeHe purchased a new outbound flight and contacted Aero *** to confirm that his return flight was still validMr*** was informed that his return flight had been canceledAfter contacting Hotwire again and being told that his return flight was indeed canceled but, we would need two days in order to research and determine what could be doneRather than wait, he purchased a new ticket on his ownHe is now awaiting the outcome of our research
We apologize for the delay in addressing the issues and concerns that have been brought to the attention of our departmentWe have contacted Delta Airlines regarding the delayed flight and they agreed that Mr*** was eligible for a partial refundThe refund was processed By Delta Airlines on January 21, They advised that Mr*** would receive an email within 24-hours and the refund would post to his original form of payment in about seven business days
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 8, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of allI don't have any information about the amount of the PARTIAL REFUNDAnd I was told by delta that they have to go through AeromexicoSo I am still waiting for the final result before I can accept anything
Final Business Response /* (4000, 12, 2016/02/19) */
February 18,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal Mr*** fromWe regret to hear Mr*** did not accept our response
We regret to hear that Mr***'s vacation experience was not to his satisfactionAs you may know, Hotwire acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to control unforeseen events such as flight delays or equipment malfunctions that may occur at the time of travelWe contacted Aero *** and were instructed to contact Delta and followed the instructions that they providedThey agreed to process a refund on their end as they were the party responsible for the delayWe understand that the delay of Mr***'s flight departure impacted the remainder of his trip, but we are unable to offer any compensation for factors outside of our control
We regret that we are unable to offer Mr*** with a more satisfactory response to his inquiry; however Hotwire has exhausted all options and resources available to us in an effort to assist Mr***It is our highest recommendation that Mr*** continue to pursue this matter directly with Delta Airlines and his financial institution
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

Complaint: ***I am rejecting this response because: this hotel was advertised as a pet friendly hotel with no stipulations by your companyupon calling to confirm my reservations after booking with your website I found out that there was a stipulation on the limit of pets that we were allowed to haveWe were told that in order to have our to pets that we would have to book an additional room at full price and pay an additional pet deposit for that room as well which would equal $worth of pet deposits plus the cost of a new roomI spoke to several members of management with your company they were Beyond rude disgruntled and unwilling to help whatsoeverSincerely,*** ***

April 20,
*** * *** *** *** *** *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***, customer email address ***
Dear ***
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hotwire account
As previously mentioned, the information provided in your Hotwire account fell outside our acceptable risk thresholdAnd for liability reasons, we are unable to disclose the specific reason for the deactivation of your account
In the Terms of Use, Hotwire specifies the following, "User access to all or part of this Site may be terminated or suspended at any time, without notice and for any reason."
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office