Hotwire

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

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

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

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, 2015/10/27) */
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.)

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, 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

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

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,*** ***

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, 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

March 14,
*** ***
*** *** ***
*** ***, OR ***
In response to Revdex.com Complaint ID ***
Dear ***
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your transaction with HotwireI
understand you are dissatisfied because of the funds held for the booking that did not go throughAs such, you requested a refund
After reviewing your Hotwire account, I confirmed the transaction you mentioned above was voidedAny 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 the reservation was voided, Hotwire will not be collecting this fundsTherefore, the funds will be released back into your accountHow long this takes varies depending on your financial institutions policiesI recommend contacting your bank for further information
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reasonBy accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of UseIf customers do not agree with any part of those Terms and Conditions, we advise they must not use the site
Going forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementIn addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (415)***
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, 2015/11/10) */
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, 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

March 24, 2016*** *** *** *** ***Ypsilanti, MI ***In response to Revdex.com case number ***, Hotwire Itinerary ***Dear ***,Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with *** Airport
at RJ StadiumI understand you are dissatisfied with you recent hotel booking because you did not get a hotel within your preferred locationAs such, you requested a refundWe at Hotwire, strive for clarity during the booking processBecause the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be locatedSince exact street location is not revealed until the booking is complete, it is important for our customers to review this mapIn your case, the area selected was "Tampa North - Tampa Station" which I have confirmed *** Airport at RJ Stadium is located within the shaded map defining that areaWe obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our website, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate(r) Hotel reservations.On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of UseIn addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundableWe also message that by clicking the "Book Now" button you are accepting the Terms of Use.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 RelationsHotwire Corporate Office

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, 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

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

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