Hotwire

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Welcome Inn North Charlotte on July 23, in Charlotte, North CarolinaWe understand that you were unable to reach the hotel, and arrange for the airport shuttleAs such you are seeking a full refundWe regret any frustration this situation *** have caused
Hotwire was able to contact Welcome Inn North Charlotte, at the phone number provided on your itinerary, (XXX) XXX-XXXXWe spoke with a front office manager, *** ***, and verified the hotel was open for business for the duration of your scheduled stayThey continue to offer the Airport shuttle amenity, and it is available hours a day
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, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I explained in my original letter, the telephone number provided on the itinerary was dialed on multiple occasions by multiple people and the number was out of order each timeTherefore, 24-hour shuttle service was not availableWhen we attempted to find our own way to the hotel, we were told by the cab company and the telephone operator that no such hotel existsThe operator indicated that there was no business listed at that address or by that phone numberThe response from Hotwire did not address these factsThis is an unacceptable way to do business and poor customer serviceI would like my money refunded to meMiddle ground offer would be at least half of my money backThank you, ***
Final Business Response /* (4000, 9, 2015/08/18) */
August 18,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary number: XXXXXXXXXX
Dear Ms***,
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Welcome Inn North Charlotte for July 23, We understand that after arriving at the airport, you attempted to contact the hotel for airport shuttle service and the hotel was unable to be reachedAs such, you are seeking a full refundWe regret any frustration this *** have caused
We made contact with the hotel on August 17, and they confirmed there were no issues with the phonesAs we have been able to contact the hotel multiple times before and after your call, using the phone number of XXX XXX-XXXX, we are unable to explain why you were unable to connect with the hotel or why the cab company and wasn't able to find the hotel information
In the future, if there are any difficulties getting in contact with one of our suppliers or getting to a hotel, please do not hesitate to contact us at HOTWIRE (XXX-XXXX)Our customer care agents are available hours a day, days a week to assist you
As we have been able to confirm the address and phone number for this hotel is current, our decision in the matter remains the same, and we will not honor your request for a refundWe regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire is basing their decisions entirely on the word of their hotel and disregarding the word of the customer (myself)Despite what the hotel representative told Hotwire, at 1am on Thursday, July 23rd, the phone number to the Welcome Inn that was provided in my Hotwire itinerary was not in serviceTherefore the 24-hour shuttle service was not availableI suspect that the hotel shut off their phones after a certain time and that is why we were unable to connectDid Hotwire call the hotel at 1am on a Thursday or did they call during regular business hours? Hotwire has offered no resolution or compromise, therefore I do not accept their response

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

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, 2015/11/24) */
November 24,
*** ***
XXXXX *** Rd
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns sent through the RevDex.com regarding your Hot Rate(r) Car reservationI understand you are dissatisfied with your recent car booking for you have been waiting for the reimbursement of $that was charged to you by Hertz
Allow me to take this chance to apologize for the inconvenience and delayI have checked the status of your refund requestIt was submitted to our finance team, as your refund was approved based on the conversation you had with Tom on November 11, Please allow us 7-business days to process the refundAfter the 10th day, you *** call your Financial Institution to check as when the funds will be available for use
Please accept my apologies along with HotDollars added to your account under ***@yahoo.comHotDollars are equivalent to US Dollars that you can use to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) CarsYour HotDollars are valid for up to one year, expiring on November 23,
We appreciate your business and regret your Hotwire car experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/15) */
September 14,
*** ***
*** *** Lane
*** ** XXXXX-XXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear *** ***,
Thank you for the opportunity to address your concerns
as sent through the Revdex.com, regarding your reservation with Bally's Las VegasWe understand that you would like to cancel the reservation for a full refund, as you found a lower rate on another siteWe regret any concern this situation *** have caused
At Hotwire we are confident that our great Hot Rates are the lowest to be found, and we assure you we work hard to negotiate the lowest rates with our partnersWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel sites or by booking directlyOur Low Price Guarantee is in place as assurance to our customers that we are providing the lowest rates availableWithin hours of booking on Hotwire, if you find a lower total for the same reservation details outside of Hotwire.com, we will refund you the difference
Upon review, we see that you contacted Hotwire on September 9, to submit a Low Price Guarantee claim, as you found a lower rate on totalrewards.comThe lower rate was verified by our agent, and a refund was processed in the amount of $167.30, the difference in rates, to the form of payment used to book your reservation
We wanted to be sure that we researched the matter in fullWith regard to the rates for the Bally's Las Vegas for check in September 14, and checkout September 23, 2015, we were not able to confirm a lower rate than that found at the time of your Low Price Guarantee claim on the hotel siteAs such, this would not qualify for a refund under our Low Price Guarantee, should we been able to process a second claim
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeableWe guarantee payment to the hotel whether the reservation is used or notIn consideration of this, we are not able to honor your request to cancel the reservation for a full refund
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 regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am currently staying at the hotel, and have evidence (screenshots and HTML pages) of the prices the hotel is offering and was offering at that time, and if needed, can ask for a formal letter from the hotel showing the prices
I don't mind losing the ability to cancel and paying a few hundred extra dollars because of using Hotwire, but I mind being treated deceitfully and being lied to
Those are actions which should demean businesses, and I believe this sort of behavior is why your firm is going down (currently it is one star out of five in many review websites)
If you would like, I can post these evidence online to assure everybody reading this who's telling the truth
I no longer want a refund or anything of that sortI just wanted to see if you would take responsibility or not, and it seems like you don't
Final Business Response /* (4000, 9, 2015/10/06) */
*** ***
***
In response to the Revdex.com CASE#: XXXXXXXX Hotwire Itinerary Number XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Las Vegas, regarding your reservation with Bally's Las VegasWe understand that you would like to cancel the reservation for a full refund, as you found a lower rate on another siteWe regret any concern this situation *** have caused
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 internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
Allow me to assure you we work hard to negotiate the lowest rates with our partnersWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur 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 that is accessible to the general public
At Hotwire, we strive for clarity on the Web siteAs we want our customer to fully understand the Terms and Conditions of the Low Price Guarantee, we go on to clarify the exact guidelinesOn the Web site, we provide the following information:
The Low Price Guarantee applies to standard/retail and Hot Rate hotels, cars, flights and vacation packages booked on Hotwire.comIt does not apply to activities or other services
The lower rate you find must be availableSome sites display rates that are not actually available when you try to bookRates that are only available to the members of certain groups (such as AARP, AAA, group rates, corporate rates, and convention rates) are not eligible for the Guarantee
The lower rate must be available to the general public
The lower rate you find must be in the same currency as your original reservationWe will not convert rates
Unless otherwise noted, all Low Price Guarantee refunds are made in the currency in which the bookings were made
For flights, this Low Price Guarantee pertains to the flight's total booking amount, including any associated taxes and fees
For vacation packages, (i.eFlight + Hotel, Flight + Hotel + Car, Flight + Car, or Hotel + Car booked together as a package on the same itinerary) each part of the package you booked on Hotwire.com must match each part of the package found at the lower rateThe Low Price Guarantee pertains to the cost of the package, plus all taxes and fees
After reviewing your Hotwire account, we regret to inform you that we cannot offer you any cancellation the entire reservation, or refund the total difference for the amount of $ 332.93,we can see that you were credited the amount of $when you called on September 9,and this is the most appropriate resolution for your issue
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 yours,
***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"we can see that you were credited the amount of $when you called on September 9,and this is the most appropriate resolution for your issue."
That's the problemThey don't even care what is right or what the price on other website wasThey did refund part of their so called guarantee, and that's all they are going to do
Two responses so far, with text being copied from the website, totally unrelated to the case
Good luck, you just lost another customer

Initial Business Response /* (1000, 5, 2015/11/26) */
November 26,
*** ***
*** * *** Drive
*** City, ** 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 Alamo Rent a Car in IllinoisI understand that you are dissatisfied with your recent car booking because you later found a lower deal on the website which was raised to us on October 29, As such, you are requesting a full refund
At Hotwire, we work diligently with our partners to offer consistently low rates to our customersBeing that we work with live inventory, rates are dynamic and will depend on what is available at the time that you made the search for a reservation
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use
In addition, an information in our Terms of Use and Help Center is addressed as follows:
"Within hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates"
Based on that information, I am unable to honor your request for refund
Our goal is to exceed your expectations and 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, 7, 2015/09/14) */
September 14,
*** ***
XXXXX *** *** ***
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***,
We are writing in response to your correspondence with
Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Magnuson Hotel And Convention Center At Oyster PointSpecifically, you state that the hotel has provided Hotwire a full refundAs such, you are requesting that we apply a refund for the nights that you used in addition to the refund you have already been providedWe regret the frustration and inconvenience this *** have created, and appreciate the time you took to express your concerns
As you were advised in your previous Revdex.com outreach case number XXXXXXXX, Hotwire and the hotel have ensured that you have been refunded for the nights you did not utilize for this reservationWe have also applied Hot Dollars to your account for any inconvenience you *** have experienced
Due to your insistence that the hotel has refunded Hotwire for your reservation in full we have again reviewed this reservation and have talked to the hotel representatives multiple timesIt has been confirmed that there was no additional compensation offered for the nights and rooms used for this reservation
Based on your previous correspondence with Hotwire Customer Care team, supervisors, Corporate Customer Relations and the above information, we will not provide you with more compensation than you have already been providedWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 9, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Hotwire,
Did you confirm this with *** *** at the corporate office or the hotelYou need to confirm this from the corporate office
Did you review the receipts provided which show the additional funds being credited back to you in August after out initial conversation?
Did you reach out to *** *** at the Washington area Revdex.com for more information? His contact number is and should be able to put you in contact with *** *** at Magnuson Hotels
The money was credited back to you and due to me
Final Business Response /* (4000, 12, 2015/10/06) */
*** ***
XXXXX ***
Revdex.com CASE#: XXXXXXXX, Hotwire Itinerary:XXXXXXXXXX
Dear Mr***,
I am writing in response to your inquiry to your Hot Rate Hotel reservation at the Magnuson Hotel and Convention Center at Oyster PointAs we further review your reservation with all the documents provided, I understand you are seeking information regarding recent transactions as well as requesting Hotwire to refund the full amount
At Hotwire, we secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, all reservations are booked as non-changeable and are typically non-refundable
With all the documents provided and as per carefully reviewing your accountIt shows on our record that the hotel authorize a full refund on the reservationAs such, I am willing to honor an exception for a full refundWe process our refunds in one to two business days and it is then up to your financial institution's policies on when the refund will post as available in your account
I regret the frustration and inconvenience this situation caused and appreciate you took time to express your concernsCustomer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect
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)
Best regards,
***
Corporate Customer Relations
Hotwire Corporate office
Final Consumer Response /* (2000, 19, 2015/10/21) */
From: *** ***
Sent: Wednesday, October 21, XXXX X:XX AM
To:*** ***
Subject: Re: Revdex.com Complaint Case#*** (Ref#XX-XXXXX-XXXXXXXX-XX-XXXX)
***, It looks like they finally completed everything and this can now be closed....Thanks for your help!
***

Initial Business Response /* (1000, 5, 2015/07/30) */
July 30,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Thompson Miami BeachWe understand that you were charged an upgrade fee of $for a room with two beds and there was a resort fee charged by the hotel of $We regret any inconvenience or concern this *** have caused
At Hotwire, we 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 accommodatedWe do guarantee that the room will sleep the number of guests booked, however; as this reservation was booked for two guests, you were assigned a room with one king bedWe are happy to request a specific room type on your behalf, but cannot guarantee two beds when booking for only two guests
It is common for hotels such as this to have additional feesResort fees are not included in the Hotwire rate, as they are collected directly by the hotel, whether booked through a third party or direct with the hotel
We give our hotel partners the opportunity to provide estimated resort fee amounts, but this is not required information, as it *** disclose the exact propertyIf knowing all fees associated with the hotel is important in your travels, Hotwire also offers standard rate hotelsWith these you are able to book with the knowledge of the exact hotel, room type, number of beds, and any fee requirements the hotel *** have
Hotwire strives for clarity during the booking process, and to ensure this we provide the following information in our Terms of Use "You'll pay the hotel directly for additional charges, like room service or resort fees." This is something that you must agree to before a booking can be completed
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, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Knowing that there will be a resort fee might let me know which hotel it is?? REALLY? Is this the best excuse you can make?? All I have to do is book the same room with a flight if I want to try to find out which hotel it isYou really should change this policy and at least give the appearance of transparencyYour logic behind this policy seems flawed to me
Final Business Response /* (4000, 9, 2015/08/07) */
August 7,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Thompson Miami BeachWe understand that you disagree with our Hot Rate modelWe regret any frustration this situation *** have caused
My research has shown that there are only two hotels, in that mapped area, that have a resort fee in this star ratingHence, advertising any resort fee would remove the opacity making it easier to determine which hotel was chosenIn the future we would recommend choosing a hotel under our hotels tab, which would allow you to know which hotel you are choosing, where it is, and bed types available at the time, as well as all their amenities, before booking
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand behind my previous statement about booking a room with a flight will show you the motel name
You obviously do not have the authority to change policy, and I would willing to be that my complaint will never see the light of day in the proper arena
You can close this case, I might as well be talking to a mirror

Initial Business Response /* (1000, 5, 2015/10/21) */
October 21,
Dear ***,
*** N *** Rd
*** ** XXXXX
In response to Revdex.com Case number XXXXXXXX
Hotwire Itinerary number XXXXXXXXXX
I am writing in response to your inquiry to Hotwire and the Revdex.com
regarding your recent reservation in Yuma, ArizonaI understand that you are concerned with reviews of this hotel that you have read on other websites and the star rating that we gave the hotel
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source, we use Hotwire customer feedback and surveys to adjust the hotel's score accordinglyThese surveys are sent out after every stay to encourage regular and current feedback on our partnersThis helps to ensure our star ratings are fairAt Hotwire, we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel
I can assure l you that we last evaluated this hotel property on September and found that its star rating is accurate
I encourage you to check in to this hotelIf you arrive to conditions that do not meet your expectations, please first work with the hotel and then call us if you need additional supportHotwire Customer Care is available 24/at XXX-XXX-XXXX and we will work with the hotel staff to meet your needs
Our Terms of Use are clearly stated on our website and advise that bookings are final and cannot be cancelled, refunded, changed or transferred
Therefore our decision is final we cannot process a refund to your account
Sincerely Yours,
***
Customer Care Relations
Hotwire Corporate
Initial Consumer Rebuttal /* (3000, 7, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response was after the deadline as well as after the stay booked in YumaWay to work the system to screw the customerI have fixed and settled the issue with my bank, since hotwire has such crappy customer serviceI do not need anything from hotwireI will NEVER use hotwire ever again, and will tell everyone I know also to not use hotwireMakes sense why hotwire is all over customer rip-off reportHorrible business, customer service, and practices
Final Business Response /* (4000, 9, 2015/11/24) */
November 24,
*** *** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Yuma Airport InnI regret you remain dissatisfied with the handling of your situation
To further explain our star rating, 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
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIf 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 additional support
Allow me to assure you Hotwire regards cleanliness in its utmost importanceAs such, I did further investigate reviews pertaining to the Yuma Airport InnWhile I did find some reviews citing concerns; I found the most recent reviews on Trip Advisor were very favorable citing the hotel's condition
Our goal is to exceed your expectations and 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

Complaint: ***I am rejecting this response because: I have checked my voicemail and did not receive any such callI also did not have a missed call on the 12th of MayI didn't use the service because of negative reviews INCLUDING those of additional Hotwire customers who also wrote that you refused to refund themWe had to make alternate arrangementsYour refusal to refund and also to expect your customers to accept this type of service and to pay good money for such conditions in a hotel is abhorrentI will not be using your services again and don't understand why you are no longer willing to give me a refund but were previously? It seems like you made sure to respond to my Revdex.com request after my itinerary date so that I would not be able to get the refundI would like to receive a refund, especially since I didn't even end up using your services, because of both your awful customer service and condition of hotels you offer.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/28) */
July 28,
*** ***
*** W *** Way
*** *** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***:
We are writing in response to your correspondence with Hotwire
and the Revdex.com regarding your Hot Rate Hotel booking at the Rodeway Inn MontereySpecifically, you are stating that you requested an additional bed in each of your rooms, but the hotel would charge $a night per bedAs such, you are requesting Hotwire Provide you with a Hotel that has two beds in each room or refund you $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Please understand that while our Hot Rate Hotel reservations will accommodate the number of people booked, we do not guarantee the number or type of beds that will be providedAs this reservation was made for four people in two rooms and each bed provided can accommodate two people, no change is requiredWe want all of our customers to know what is possible when booking with Hotwire, so we state in our Terms of Use that "Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed."
Based on the information above we will not modify or provide monetary compensation for this reservationWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Corporate Customer Relations
Hotwire Corporate office

Initial Business Response /* (1000, 5, 2015/10/01) */
October 1,
*** ***
*** *** *** *** *** XXXXX
In response to the Revdex.com CASE#: XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent
through the Revdex.com, regarding your reservation with Quality Inn, Saint Helena Island in South CarolinaI regret you are dissatisfied with your reservation which stemmed from arriving at the hotel only to find they did not have your reservation and you were charged upon check-inAs such, you are requesting for a refund
As stated on your confirmation email, there was not a need to confirm the reservation with the hotel because all bookings are guaranteedOnce a reservation is booked on our Web site, the confirmation information and our payment details are sent directly to the hotelPlease be assured we provided payment to this property for your bookingWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved
According to our conversation with the hotel Manager, ***, they were not able to locate the payment from HotwireHence, they had to get the payment from you directlyWe have confirmed that the charge was only for one night which was reversed that same day of your check-inI recommend contacting your bank for further information
Additionally, the hotel gave authorization to issue partial refund for the unused two nights, equivalent to $The refund typically takes 1-business days for the funds to return to your financial institutionFurthermore, it is up to your financial institution as to when the funds will be available for use
Please accept our sincere apologies for the inconvenience this situation created along with a credit of Hot DollarsWe have applied Hot Dollars to your account under ***@hotmail.comHot Dollars are equivalent to US Dollars when used to book Hotwire HotRate car and HotRate hotel reservationsThese Hot Dollars are valid for up to one year, expiring on September 25,
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

I have heard already from Hotwire that they would research the issue and respond before and it didn't happenI read the fine print and also read the confirmation from *** that explicitly states there were not additional charges for the rental date change*** has acknowledged their mistake and refunded me the overcharged amount
Hotwire should work more closely with their servicing companies to learn of reservation updates and suchMy initial conversation with their customer service rep was rude, she was misinformed since she was in the dark about the reservation change as there is no communication between the companies, and I did not receive the promised follow up callThat was the first and only time I will use Hotwire
***

Initial Business Response /* (1000, 5, 2015/09/08) */
Thank you for the opportunity to address your concerns as sent to the Revdex.com We understand from your prior emails to CarRentals.com and from your comments to the Revdex.com that you would like to have a Pay Now
reservation modified
CarRentals.com offers two types of ratesThose, which do not require a credit card to secure, can be canceled or modified at any time without penaltyThe other type is Prepaid or "Pay Now" special, which offers you a discount over current rates, but there are strict rules regarding cancelations or modificationsIn order for you to secure your "Pay Now" reservation, you had to agree not to cancel or modify your reservation
Since you are unwilling to accept a cancellation fee, we can only offer you a suggestion which is to inquire at the rental counter as to the cost to upgrade to a convertibleAt that time, you can decide whether or not the cost it is worth the additional money
Additionally, we would like to state that CarRentals.com is NOT hotwireBoth are separate entities owned by ExpediaAdditionally, both companies offer prepaid reservations and pay at the rental counter ratesUnlike hotwire, when booking a Pay Now reservation with CarRentals.com, you always know the name of the vendor prior to booking
In this case, the renter booked via the CarRentals.com website, but the reservation was made with the vendor and the credit card used to secure the reservation was charged by the vendorThe statement that the vendor had no control over the reservation is simply inaccuratePay Now reservations cannot be modified whether booked on CarRentals.com, the vendor's own website or any other website
We do all that we can to be transparent on the websiteInformation regarding the cancellation policy was presented prior to reserving in several placesWe regret that we are unable to modify the reservation without a cancellation feeWe hope that the user is able to secure an upgrade to a convertible at the rental counter, assuming one is available, for a cost which she finds acceptable

Initial Business Response /* (1000, 5, 2015/08/19) */
*** ***
*** *** Dr
***, ** XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding
your reservation with the Vero Beach Hotel & SpaAs stated in your letter, you did not expect to be paying a resort fee, and thought any extra fees were included in the Hotwire totalAs such, you are requesting to have the fee refunded
It is common for resorts in areas such as this to have additional fees for things such as location, activities, or extra amenitiesThe terms of use, before you book, state "You'll pay the hotel directly for additional charges, like room service or resort fees"Regardless of being booked with a third party or through the hotel itself, all guests are required to pay these fees
Providing information such as resort, parking, or cleaning fees beforehand can reveal too much about a hotel, which is why we do not require our partners list them upfrontIf knowing all fees associated with the hotel being booked, Hotwire also offers standard rate hotelsWith these you are able to book with the knowledge of the exact hotel, room type, and any other requirements
In exchange for guaranteeing our partners the reservations we book will be used as originally sold, they offer Hotwire deeply discounted ratesOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable
Based on the information above, we will not be refunding the resort feeIf you have any further questions, please feel free to call our hour customer care at 866-HOTWIRE (XXX-XXXX)We appreciate your business and look forward to assisting you with your future travels
Sincerely,
***
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/09) */
June 8,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs***:
Thank you for the opportunity to address your concerns sent through the RevDex.com regarding your reservation at the New York InnWe understand that you disagree with the star-rating that was advertised for this property on Hotwire.com; as such, you are requesting a refund totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
As there is no universally standardized star rating system, it is common to find different star ratings for the same hotel among different websitesAs such, we use our customer feedback as a main contributing factor to a hotel's star ratingWe first incorporate Expedia's star rating for the hotel and based on customer reviews, the rating can be increased or decreased
To better understand your concerns we have further reviewed this booking and have found that the New York Inn does not meet the expectations we have for a star hotelWe are currently in the proses of having this hotel removed from our Hot Rate hotel listing so this does not happen to you or anybody else in the future
Based upon the above information we would like to reaccommodate you into a property that better represents what you can expect when booking a hotel with Hotwire.comPlease call our Customer Care team at XXX XXX XXXX as instructions have been left with them on how to accommodate youWe 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, 8, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not get this response until after the bookingThe hotel did not have any hot water and had holes in the ceilingI would like my money backI called the customer service line and they were unwilling to help
Final Business Response /* (4000, 10, 2015/06/22) */
*** ***
*** XXXXX
RE: Revdex.com Case # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear Mrs***:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation at the New York InnSpecifically you are repeating your original concern that this hotel does not meet the standards that Hotwire holds its hotel suppliers toWe regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Hotwire reached out to you with both a response to your original Revdex.com submission and by sending you an email advising you that we agree that this hotel does not meet the standards we hold our hotel suppliers toOur offer was to book you a reservation at a new hotel for the same rate, or to give you a full refund if you did not use this booking
When making reservations on Hotwire.com you can expect your room to be both clean and safe, if it is not we encourage you to call our customer service line right away at (XXX) XXX-XXXX so that we can work with you for resolution
Our records show you worked directly with the hotel and used the reservationDue to not responding to our outreaches until after using the reservation we will not be providing you with a full refundWe do however still agree that this hotel does not meet Hotwire expectations and have removed it from our list of hotels provided when a Hot Rate Hotel is booked, and have applied Hot Dollars to your account that expire on the 21st of June We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Corporate Customer Relations
Hotwire Corporate office
Final Consumer Response /* (4200, 12, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still did not credit me backThis is unacceptableI should not have to pay for something that I did not agree toThey offered hot wire bucks but I do not ever want to to business with them again so the hot wire bucks will not suffice

Complaint: ***
I am rejecting this response because your response is complete nonsenseIt does not indicate that it is Sorrento or surrounding areas and I to have looked at other ratings and have not found one with a star ratingThis property is not even on Expedia's websiteI will be placing a fraudulent charge request with my credit card company for the full payment due to misrepresentation in the way the "merchandise" was descibedI have also now looked at other reviews of your Hot Deals and find similar complaint s regarding Hotwire all over the internetYou need to correct the way you describe and rate these deals.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/05) */
January 05,
*** ***
* *** Lane
*** ** ** **
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 transaction with HotwireI understand you are dissatisfied as the hotel did not have your reservationAs such, you are asking for a full refund
On Hotwire, we service two types of hotel reservations: Hot Rate(r) and HotelsFor Hotels the 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 Rate(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold roomsI confirmed the type of reservation you booked is a Hotwire Hot Rate(r)
Unfortunately, this situation does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn such situations, we ask our hotels to accommodate the customers as they are guaranteed payment from usWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved
In review of your account, I spoke with the manager named *** on December 26, and confirmed that the charges from the hotel were reversed and that charge was in error.He confirmed the only charge from the hotel was for an incidental meal
We also tried to get in touch with you to relay the message but wereas not successfulable to connectHowever, we left a message on your voice mail
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Complaint Department
Re: Hotwire Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***. We regret to hear (name of customer) did not accept our response and/or resolution offered
As previously advised, on March 31, 2017, Hotwire submitted the refund request to *** Airways
*** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Hotwire
The customer’s billing statement will confirm that the airline charged and received the funds for the reservation and not Hotwire
The airline will refund the customer Hotwire cannot honor the refund request nor expedite the refund timeframe from the airlinesThe customer will need to dispute this issue further with the airline and not with Hotwire
Hotwire request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further
We thank you for allowing us to address this matter further
Sincerely,
*** ***
Corporate Customer Service

February 22, *** *** *** *** *** ** *** ** *** 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 Vacation Inn PhoenixI understand you would like to know if Hotwire will continue doing business with the propertyUpon review, we read numerous reviews from different sites about this propertyWhile some shows negative comments about this property, there you can also read good reviews pertaining to how the hotel reflects its star rating categoryWhen booking with Hotwire, regardless of the star rating, a customer should expect a clean room in working orderIn the event a customer has any concerns upon arriving, we recommend contacting Hotwire Customer Care at *** (HOTWIRE)Our associates are available 24-and are dedicated to assist our valued customers in a way we canBased on the information above, at this time, we will continue our business with the property and will continue to evaluate them based from our actual customer experienceAdditionally, I can assure you, customer’s safety is important to usWhile we are unable to discriminate against working with a property because of the neighborhood in which it resides, we allow our hotel partners to provide customers with a safe environment and are confident in the hotel’s ability to correct any safety matters that may arise at the propertyAs mentioned above, our 24-hotline is available when an issue occursDespite our non-refundable policy, we honored your refund request as an exceptionWe do place great value on your feedback and it is forwarded to our hotel specialists for their next reviewOur 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 futureBest regards, *** *** Customer Care Relations Hotwire Corporate Office