Hotwire

April 18, 2016*** *** * *** ** *** ** ***In response to Revdex.com case number ***, customer email address ***Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your failed booking attemptsI regret you remain dissatisfied with the information we providedI understand you feel that there was a glitch on our website which causes the failed bookings
Upon further investigation, we checked our records on the date of your failed transactions, we did not find any history that shows a trend of error occurred on our Web Site or while booking with our travel specialists
As we previously mentioned, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processedSince your attempt could not be completed, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policies
We remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your feedbackWe appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care RelationsHotwire Corporate Office

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, *** ***

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

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

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 disagree that a sofa is a bedThank you for what you call a final decisionThough a bit premature if you truly respect the customer and the process of the Revdex.com.Sincerely,*** ***

April 7, 2016Revdex.com*** *** *** *** *** *** *** *** Complaint DepartmentRe: Hotwire Case: ***Dear Revdex.com,Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the
comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on March 16, 2016, Mr*** booked three hotel reservations under two itineraries, *** and ***Both bookings were for a four-night stay at the Metro Points Hotel-*** ***, from March 28, 2016, through April 2, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on *** website, without the assistance of an *** representative.We understand from Ms*** complaint that he found a lower price for the same bookings and paid $less than what he paid HotwireHe is seeking a refund of the difference under our Low Price Guarantee promotionOur Low Price Guarantee, which means if within hours of booking, if you do find a lower rate for an identical booking, we'll pay you the difference between the ratesLPG is valid for: Hotels, Hot Rate(r) Hotels and Hot Rate(r) Cars booked on Hotwire.comInstructions are as follows;Go to the "My Account" section on *** and sign in: Locate the booking for which you want to subicount, and find the hotel and car booking you want to submit a request forLocate the booking for which you want to submit a claim in Trip Details (remember, LPG is valid on: Hotels, Hot Rate(r) Hotels and Hot Rate(r) Cars) Select 'Request Refund', and then enter the required information and click "submit"Please note the Request Refund Button will only show hours after the booking has taken placeIf you submit a request for a Low Price Guarantee refund, you will be informed within three business days of the validity of your requestIf a refund is issued, please note, nothing else will change about your original booking.Mr*** stated that he book the lower prices reservation directly with the hotelIn his complaint he acknowledged that his Hotwire bookings were non-refundableHe did not submit a Low Price Guarantee request as instructed aboveAs such, when he requested that we honor the price match request, we advised Mr*** that he would need to request that the hotel issue a refund for the booked made with them directly as the Hotwire booking was non-refundableWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,*** ***Tier Customer Service

Initial Business Response /* (1000, 5, 2015/11/10) */
November 10,
*** ***
*** *** Ave
*** *** ** 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 Super HuntersvilleI understand you are dissatisfied with your recent hotel reservation, specifically with its star rating and the reviews you read onlineAs such, you requested 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, we recommend contacting Hotwire Customer Care at 1-866-468-(HOTWIRE)Our travel specialists are available 24-and are dedicated to answering any questions you *** have before or after you make a reservation
Based on your concerns regarding the condition issues at this hotel, I further researched the propertyI read reviews on numerous sites and while I did find some concerning the hotel's condition, I did not find trend of reviews surrounding the property's condition
With that information, I am unable to honor your request for a refundWe appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 8, 2016/01/05) */
January 5,
*** ***
XX-XXXXX, *** Ave., ***
*** ** ***
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 Link Hotel in SingaporeI understand you are dissatisfied with your recent hotel booking as you indicate that the hotel is under renovationAs such, you are requesting a refund
Hotwire appreciates your feedbackWe expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working order
In this industry, hotels frequently undergo construction or renovationThey may or may not accept bookings depending on the construction and its impact to guest's stays
We guarantee customers a clean and comfortable stayIf 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 for further review
Upon reviewing your account, I confirmed one of our Travel Specialists contacted the hotel and talked to BaenenThe hotel representative verified their rooms are fully renovated and no longer under construction at the time of your booking
Based on the information above, I am unable to honor your refund request
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 10, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because Hotwire was involved in shabby marketing practicesThe fact they hide that the hotel was undergoing renovation is good enough to qualify them as using dubious marketing tactics, furthermore the hotel is far from a star hotelIt is at the best
Very bad experience with Hotwire and I will never use it againPeople please stay away from websites Hotwire and its sister company Expedia
Final Business Response /* (4000, 12, 2016/01/27) */
January 27,
*** ***
XX - XXXXX, ***
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate(r) hotel at the Link Hotel in SingaporeI regret you remain displeased with your recent hotel booking, as thehotel was under renovation and you disagree with its star rating
As previously mentioned, in this industry, hotels frequently undergo construction or renovationThey may or may not accept bookings depending on the nature of the construction and the impact to guest's stays
Upon further investigation, I have confirmed that during your stay the property had minor renovationsAs such, please accept HotDollars as compensation for any disturbance the construction may have causedWe applied this credit to your account under ***@gmail.comHotDollars are equivalent to US Dollars when used to book Hot Rate(r) Cars rentals and Hot Rate(r) Hotels reservationsYour HotDollars will expire one year from the date of issue, January 15,
As I have also confirmed, you were able to utilize the reservationTherefore, I am unable to honor your request for refund
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 14, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have no choice

Complaint: ***I am rejecting this response because: The total charge amount shown on my rental agreement and receipt is $292.37, which reflects my ACTUAL pick up and return timeThere is no where on the agreement or receipt shows my total charge should be higher than $
Thanks!
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/02/05) */
February 05,
*** ***
XXXX XXnd Ave **
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customers email address: ***@hotmail.com
Dear ***,
Thank you for the opportunity to address your concerns
with Hotwire as sent through the Revdex.com, regarding your reservationI understand you are dissatisfied with the service you received from our Travel Specialists, as they were unable to book the lower rate you initially found online
As we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demandUpon completing the booking, you lock in the rate available at the timeI can assure you we work with our US and international partners to get the best rates on both hotels and car rentals
Allow me to assure you, it is never our intention to mislead our customersRather, our Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within hours of booking, contingent the claim is from a source outside of Hotwire.com
Based on the information above, I am unable to honor the original rate you found on our site
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/02/08) */
February 8,
*** ***
***
***
In response to Revdex.com case number ***,
Hotwire Itinerary ***
Dear ***,
Thank you for the opportunity to address your concerns with
Hotwire as sent through the Revdex.com, regarding your Hot Rate(r) Hotel reservation at Camarillo Executive Inn & SuitesI understand that you are dissatisfied with the negative reviews you read on other sitesAs such, you want us to change or refund the reservation
At Hotwire, we guarantee customers a clean and comfortable stayIf 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 for further review
Allow me to assure you Hotwire regards cleanliness in its utmost importanceAs such, I did further investigate reviews pertaining to the Camarillo Executive Inn & SuitesWhile I did find some reviews citing concerns; I found the most recent reviews on Trip Advisor were very favourable citing the hotel's cleanliness, great location and helpful staffRegardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomWe want to give our partners the opportunity to provide all guests with a satisfactory stay
Based on the information above, I am unable to honor your request for a full refund or change the hotel to a different one
Best regards,
*** ***
Customer Care Relations

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22,
*** ***
XXXXX *** Road, ***
*** ** 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 your hotel reservation with the Holiday Inn Express Hotel & Suites Paso Robles, CA for June 5, We understand that you are requesting a refund of $78.71, due to not being able to use the HotDollars on your account towards a flight reservationWe regret any frustration this *** have caused
We see that you were given $HotDollars on June 12, At that time we would have informed you the HotDollars are good for one year and towards a Hot Rate hotel and Hot Rate car bookingsAn email was sent to you also informing of this informationYour HotDollars will expire after a year, which means they are good until June11,
If you have any further questions about using your HotDollars, feel free to contact our Customer Care Representatives at 800-HOTWIRE (XXX-XXXX)
Based upon the previous information, we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire advertised its hot rate for the Holiday Inn Express in Paso Robles as being some sort of special rate and offered to match any lower listingWhen checking out of the hotel, the hotel invoice was nearly $less than the amount that Hot Wire chargedIn and of itself, this is a clear misrepresentationWhen this was brought to Hotwire's attention (repeatedly) they offered their hotrate dollars, with no clear disclosure that these "credits" could not be used for flightSix simply words would have made that very clear: Can not be used for airfare"Further they repeatedly refused to give any explanation for these deceptive practices
I have never accepted their credit, and given the fact that my attempt to accept their credit was rebuked by Hotwire, there is no agreement between the parties
Hotwire, in my opinion, has engaged in deceptive business practices and tortuous misrepresentationAny acceptance of Hotwire's illusory credits would be without meaning
Further, any claim by Hotwire that this is a contract dispute were contract terms apply is disingenuous, this is a tort claim and falls outside of contract law
In my opinion, why would anyone wish to do business with a company that is dishonest, unscrupulous and refuses to stand by its written representationsOnly a refund in legal tender will be accepted
Final Business Response /* (4000, 9, 2015/08/05) */
August 5,
*** ***
XXXXX *** XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary: XXXXXXXXXX
Dear Mr***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your booking at the Holiday Inn Express Hotel & Suites Paso Robles, CA for cheJune 5, and check out June 7, We understand that the hotel provided you with a receipt that cost less than what you paid through Hotwire and never accepted the HotDollar credit offeredAs such you will like to get a refundWe apologized for any inconvenience this *** have caused
Our hotel partners provide us deeply discounted rate for the exchange of a guaranteed reservation for their unsold roomsWe offer those discounted Hot Rate hotels to our customers and back them by our Low Price GuaranteeOur Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower rate than our rate within hours of booking
The hotel *** have mistakenly shown you the Hotwire rate, before our taxes and our feesOur hotel partners are committed to making sure that they do not disclose the Hotwire rate, to our customers when they are preparing receipts, as this can cause confusion
Sometimes the hotels give receipts by mistake which will reveal the supplier rateWhen that happens we compensate our customer by giving them the difference in rates as a HotDollar creditIt can be use on all our Hot Rates as advice by our previous agentsAt the time we added the HotDollars our agent would have informed you they are good for one year and towards a Hot Rate hotel and Hot Rate car bookingsAn email was sent to you also informing of this information, and it is in the amount of $
Based on the above information, we will not be honoring your request to refund the hotdollar credit back to your card
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 Business Response /* (1000, 5, 2015/06/24) */
June 24,
*** ***
*** ***
*** ** 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 Hotel Palace in Seoul, KoreaWe understand that were seeking a full refund for this booking, as the star-rating for this hotel was incorrectly listedYou also state that you were unhappy with the level of service you received when you call to speak with our Customer Care regarding this issueWe regret any frustration or inconvenience this situation *** have caused
Per our telephone conversation of June 24, 2015, we have processed a full refund to the card used to book the reservation, in the amount of $Additionally, we have returned the Hotwire HotDollars used towards this booking to your Hotwire accountThese HotDollars can be used toward any of our great low Hot Rate hotel or car rental reservations, and they expire on August 5, (one year from the original date of issue)You will receive an email confirming the refund to your account
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 appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 8, 2015/07/06) */
July 6,
*** ***
*** Old *** Road
*** ** XXXXX
RE: Revdex.com Case # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear, *** ***:
We are writing in response to your correspondence with Hotwire and the
Revdex.com regarding your Hot Rate hotel booking at the Crowne Plaza Universal OrlandoSpecifically you are stating that you did not get the savings that was advertised when you originally made the reservationAs such you are requesting that we provide compensation totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Advertisements on Hotwire.com can provide a crossed out rate of $When this occurs it means that the median rate for hotels in that area for reservations of the same star rating and date range is $Here at Hotwire we are so confident that we have the best rates available we provide you with our Low Price GuaranteeThis means that if you find a lower rate for an identical booking with the hotel or any of our competitors within hours we will match the lower rate
Based upon the information above, we will not honor your request for a refund or any other form of compensation in regards to this savings disagreementWe 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

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23,
*** ***
*** *** Avenue North
*** ** 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 are dissatisfied with your recent car reservationUpon contacting Hotwire Customer Care to cancel, you were advised booking is finalAs such, you requested a refund
We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation
Per the 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 read, understood and accepted those conditions
Based on the information mentioned above, I am unable to honor your request for a 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, 2015/09/21) */
September 21,
*** ***
*** *** ***
*** *** ** XXXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX, XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through the
Revdex.com, regarding your reservation with the Best Western Plus Executive Court Inn & Conference Center and your car rental reservation with HertzWe understand that you were unable to use the reservations for medical reasons, and as such you are seeking refunds for these reservationsI hope your husband is feeling better, and we regret any frustration this situation *** have caused
The documents required to support your medical claim have been received, and I have processed a refund in the amount of $for the reservation with Hertz, and a refund of $for the reservation with the Best Western Plus Executive Court Inn & Conference Center on September 21, The refunds were processed back to the card used to book the reservationsPlease allow a few business days for the funds to arrive at your financial institutionFor further information about when these funds will appear on your statement, please contact your financial institution
We appreciate your business and hope we have the opportunity to assist you with 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 at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22,
*** ***
*** *** *** *** ***
*** *** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address the inquiry sent
through the Revdex.com, regarding your hotel booking at the Safari Inn, checking in July 23, We understand that you are requesting to be moved to a Crown Plaza or Radisson Inn or get a refundWe regret any frustration this *** have caused
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and Hotwire Standard RatesFor standard rates, hotel details are provided prior to booking and *** be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after bookingFor all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a feeOur hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundableThese restrictions enable our partners to better manage their unsold rooms
After reviewing your reservation, we confirmed you booked a Hot Rate hotelWe obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book *** be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierRegardless of whether or not the booking is used, we are charged and for this reason, are unable to refund this reservation
When creating a booking, we provide a list of nationally recognized comparable hotels in a particular star ratingThis list is an example of the type of hotel you could get, not a list of the exact hotel you *** getIn addition to the list, it is stated on our website:
"Hotels don't want to advertise prices this lowYou'll get the hotel name after you book, so the hotel keeps its good image(These hotels are examples, not a guarantee)."
Based upon the information provided above, we *** not be honoring your request to move your reservation to another hotel or refund you the bookingWe appreciate your business, 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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire did nothing but state the same baloney they did when I attempted resolution to this matter the first timeI do not believe it is in the public interest to allow this company to deceive and that is what they didThe "equivalent" hotel is not as they represented it would be and they are skating past it with their nonsense that they can't give the name of the hotel due to the unbelievable priceI don't care that the hotel is announced when you make the purchasethis is another gimmickI do care that they are allowed to misrepresent the public and get away with itAnd good luck contacting their customer service departmentForget itAll you can do is leave a message on an answering machine and hope they *** get back to youIf the Revdex.com represents the public as I faithfully believe it does, they should not allow Hotwire to do nothing but restate a questionable policy in an attempt to resolve a matterI disagree with the Hotwire response as it did not address this matter to my satisfactionThe public needs to be aware that this company is an apparent scam that preys on the unsuspectingAs a successful businessman I know this is not the way to address a customer complaint and *** simply never use Hotwire againThere is an appropriate resolution to this complaint and they did nothing but sidestep itPublic beware...Hotwire is a company that should not carry the Revdex.com designation due to fraud and deceitThey do not stand behind their representationsRead other ratings comments (which I did after the fact) regarding Hotwire and you *** see that my frustration is shared, not unique to meUse PricelineThey stand behind their product and have good customer service
Final Business Response /* (4000, 9, 2015/06/30) */
June 30,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***:
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with the Safari Inn in Burbank, CaliforniaWe understand you are unhappy with your booking results, as you were not placed in the Radisson Inn or Crowne Plaza, which were among the listed examples for our 3-star hotel partnersWe regret any continued concern this *** have caused
When searching for a hotel on the Hotwire site, our customers are provided with various hotel options categorized by star rating and areasFor our Hot Rates, we provide an example list of hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt the top of the list, we are sure to inform our customers of the "Hotels in our 3-star collection" with a list of examplesNext to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer *** receive when completing their reservation
Though the Safari Inn is not a nationally known brand name, we believe you *** be pleased with your stayPlease read the reviews for this hotel online, and you *** see that it is consistently rated highly by guestsWe can assure you this hotel is also listed as a 3-star property on Expedia, Priceline, Yelp, TripAdvisor, Booking.com, Kayak, Travelocity, Orbitz, Trivago, Hotels.com, and HotelPlanner.com
Hotwire Hot Rate reservations are booked as final, with no refunds, changes or transfers allowedThis must be agreed to in order to complete a reservationWe have confirmed you booked a Hot Rate hotel, and as such is non-refundable and non-changeable
We remain confident our business model is meeting the needs of our customers, and our company's goalsWe do place great value on your feedbackCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
We appreciate your 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 at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27,
*** ***
*** *** *** **
*** ** XXXXX-XXXX
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 Timbers Lodge Pigeon ForgeI understand you are dissatisfied with your recent hotel reservation, specifically with the star rating and you are claiming that one of our supervisors did not process the refund as promised
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceAt Hotwire, we 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
Based on the information showing on your Hotwire account, the reservation was refunded on October 12, The refund typically takes 1-business days for the funds to return to your financial institutionFrom there, it is up to your financial institution as to when the funds will be available for use
We appreciate your business and regret your Hotwire car rental experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/20) */
October 20,
*** ***
*** XXXXX
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 car rental in Burbank Glendale Airport
When booking a car rental on our Web site, our customers have the option to select whether they are using a credit card or debit card for depositIf customers select they are using a debit card, they then have the ability to select whether they are a local renter or if they are travelling with proof of a round trip ticketOur Web site then filters the search results based on the criteria enteredIf any of these steps are not taken, customers *** receive a rental agency that does not accept their deposit type
If a customer is denied service upon arriving to the agency for not meeting the requirements for deposit, we are able to make an exception for a refund if it is a first time occurrenceIn order to honor a refund we must verify the denial with the rental agencyIf contact is not made on the day of the denial, it must be forwarded to our research department for further review
At Hotwire, we strive for clarity on the siteTo ensure this, information regarding deposit requirements is provided along the booking path and in our Help CenterA link to our Help Center is located on the top of every page on our siteIn our Help Center under "searching and booking, we specifically address "What is a typical car rental deposit?" as follows:
For rental deposits in the U.Sand Canada, you should have at least $in available fundsThe rental agency will require a credit card in the name of the primary driver as a depositSome rental locations *** accept debit/check cards for deposits but *** have additional requirements such as requesting proof of a roundtrip transportation itinerary in order to rent the vehicleIf you are using a debit card, the car rental company will place a hold on your deposit amount, and you will not have access to these funds until the car is returnedIf optional items are elected for purchase (e.g., insurance), additional available credit will be requiredPlease note that the amount of available credit that is necessary varies, depending on the type of car and the rental period
After reviewing your Hotwire account, I confirmed the Hotwire Itinerary mentioned above was already refundedTo avoid same inconvenience we recommend next time to filter the search using debit card for the depositAlso it is most advisable that you use a international driver's license upon driving to any point of United States
We appreciate your business and regret your Hotwire experience was anything less than exceptional
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not the option given to meI got an email telling me that it was ok to use a debit card with hertzThere was no further information givenI did get a refund eventually, but the service given by your company was appallingI was hung up on times before I got through to anyoneI spent hours of my day stuck on the phone trying and re-trying to be connected to your companyAnd the response I got from the representative that I finally got to speak to after hours was a very rude, "look, we're not comping you!" which is not what I asked for, and the rudeness was uncalled for considering your last representatives "accidentally" hung up on meThis number is not an exaggeration by the wayLiterally, representatives answered the phone, put me on hold for 15-minutes, took me off hold, and hung up on me
Final Business Response /* (4000, 9, 2015/11/09) */
November 9,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your car rental in Burbank Glendale Airport
We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations
I apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamI have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyWe take customer feedback very seriously, and appreciates the time you took to notify us with your concerns
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office