Hotwire

March 16,
*** ***
*** *** ***
***, TX ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Days Inn - Dumas, TXI regret you remain dissatisfied with the information we provided
As previously mentioned, we honored your refund request back to your account used to complete your reservationThe initial credits was already removed and we refunded it to your account as requested
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

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,*** ***

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,

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,
*** ***

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

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

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

Initial Business Response /* (1000, 9, 2015/12/08) */
December 08,
*** ***
PO BOX ***
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX
Hotwire Itinerary N/A
Dear ***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your transaction with HotwireI understand your dissatisfaction stems from the $discount coupon that was not applied to your booking
I attempted to locate the reservation in questionHowever, I am unable to locate the Hotwire reservation with the information you providedI also tried to reach by phone and email without successSo we *** locate the reservation you are referring to, please reply with the following information:
- Hotel Reservation Number
- 10-digit Hotwire Itinerary Number
- Email that was used on the transaction
Once we receive this information, we will be able to search further
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nice try trying to divert the issue and turn it into a different situation and subject all togetherYour response has nothing to do with the claim I madeYou also never tried contacting me through the phone or emailIf you had taken the time to read my complaint you wouldn't be making things up and would clearly understand the situationMy complaint simply stated again, is that you are falsely advertising this discount to everyone, and revoking it under pretenses that they already signed up for your services and are therefor unable to get said discountThen you are generating accounts and usernames under their email addresses and spamming them to no endGo ahead for yourself and enter your own website of hotwire.comGo to the bottom of the page where a $discount is offered and type in an email address that you know is not related to an account in anywayThe message you will get is that you've already subscribed and you can't have the discountFurthermore the hotwire system will generate an account in your name and a password, then spam you, because when you tried to receive the discount and entered your email, the consumer agrees to your privacy policyThis is an ill attempt by you to try and show minimal effort to the Revdex.com that your attempting to resolve this, when in fact your company is happy with the fraud being perpetratedIt is unacceptable and in no way is this even closely resolvedI have many other friends and consumers that are also going to raise the exact same complaint to the Revdex.com, so I would take this much more serious unless you want to singly respond to a dozen more complaints
Final Business Response /* (4000, 14, 2015/12/22) */
December 22,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX, Customers email address: ***@outlook.com
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding to your dissatisfaction stems from the $discount coupon that was not applied to your booking
Allow me to assure you, it is never our intention to mislead our customersRather, we strive for clarity on our siteThe purpose intended by listing this promotion is to provide our consumers with a more specific idea of the parameters of the promotion we instituted
As further review, the $off promotion was available for email addresses that had never been registered with us
We remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to our Web siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expectAs such, we are unable to honor the $off for your future bookings
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Complaint Response Date bumped because: Holiday

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,*** ***

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,*** ***

Initial Business Response /* (1000, 7, 2015/06/18) */
June 18,
*** ***
*** *** Street
*** City, ** 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 Doubletree Hotel Philadelphia, scheduled for *** 30, through June 1, We understand that you wanted to change the dates of your reservation for *** 29-31, 2015, or be refunded for the night of *** 31, 2015, as you had a change in plans due to a job interviewWe regret any inconvenience this situation *** have caused
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
For this reason, we were not able to change your reservation or provide the refund as requestedWe confirmed with the hotel that the reservation was used as originally booked, and we hope you enjoyed your stay
We strive to exceed our customers' expectations, and we regret to 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

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,
*** ***

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,*** ***

March 14, 2016Revdex.comSan Francisco Bay Area and Northern CoastalComplaint DepartmentRe: Expedia Case #: O-***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 ***) regarding a flight reservationWe understand Ms*** is requesting a refundOn March 9, we received the Revdex.com complaint.Our records reflect on February 12, 2016, the customer self-booked a one-way flight reservation, using Hotwire***Travel is on Air Canada, departing on March 25, 2016, from *** *** ** *** ***The customer is stating she thought she was going to be charged in CAD and did not see the section advising her rate quoted in USDHotwire a serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservationThis gives Hotwire the opportunity to provide an appropriate resolutionWe can confirm on February 16, 2016, the customer contacted Hotwire requesting that the currency be changed from USD to CAD as our site advised her total price was $162.78CADThe customer stated they were charged $232.98USDOur agent advised the customer we are unable to change the currency amount that she was charged from USD to CADThe customer understood no further action taken.On that same day, the customer sent an email to Hotwire requesting an agent from the U.Scontact her regarding her flightHotwire did replied to the email advising the customer they need to contact Hotwire directly and provided the customer with the phone numbersThe customer replied back to the email advising they only want a phone number for someone in the U.S.On February 18, 2016, Hotwire responded to the customer's email advising that the phone numbers are correct, advising her to contact Hotwire directlyThe customer replied back to the email advising they tried the phone numbers provided; however, they were connected to an agent in the PhilippinesThe customer only wants to speak to Hotwire agents in the U.SonlyThere was no reply email from Hotwire.In reviewing Ms*** account, Hotwire is able to verify the customer's booking session that was made on February 12, Hotwire can confirm there were no site errors and the customer was advised correctly that they would be charged in USD.Hotwire makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review including the final payment screenWe hope the customer understands, Hotwire cannot honor the request for a refundWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,*** ***Tier Customer Service

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

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
**

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, 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??

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, I am responding to provide further information to support the complaintMy full name on the reservation was *** ***, email address is *** and hotwire itinerary number is ***
Sincerely, *** ***