Hotwire

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

Initial Business Response /* (1000, 5, 2015/08/05) */
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

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

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

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, 2015/07/30) */
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, 2015/06/26) */
June 26,
*** ***
*** N *** BLVD
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to address your concerns as sent through the
Revdex.com, regarding your car rental with Hertz picking up on June We understand that you are requesting a refund and to be able to pick which agency you rent fromWe regret for any frustration this *** have caused
Hotwire offers two different types of car rentals: Hotwire HotRates and Hotwire Standard RatesWith our Standard Rates you know the agency that you are booking with before the booking is completedOur Standard Rates can be cancelled at any time without penaltyOur Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundableAnother part of how we get our HotRates is that we don't reveal the name of the agency until after the booking has been completed, which allows our suppliers to compete with each other
After reviewing your account we see that you talked with one of our agents who submitted your request for the refund to our research teamOn June 25, we hear back from Hertz, and have refunded you for this bookingThe refund typically takes one to two business days to get back to your financial institutionAfter that it is up to your bank as to when the funds will be availableAn email was sent to you when the refund was processed in our system
We 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 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, 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

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

Initial Business Response /* (1000, 8, 2015/08/04) */
August 4,
*** ***
*** W*** *** Road, Apt***
*** *** *** 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 Extended Stay America - Salt Lake City - Mid Valley on July 10, in Salt Lake City, UtahWe understand that when you arrived at the hotel they could not find you Hotwire reservationAs such you are asked to wait an extended time before being allowed to check inWe regret any frustration caused by this situation
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait timesWe also want to 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 internally
Our records show Hotwire provided the hotel the details of your reservation on July 10, at 3:amAt the time of your booking Hotwire sends by fax the name of the primary guest, number of guests, and the Hotwire payment informationWe can confirm that the fax transmission was successfulWe apologize for any delay, caused by the hotel not having this information available when you arrived
The HotDollars were offered for the inconvenience you experienced in waiting to check in to the hotelAs the reservation was used and full payment was made to the hotel by Hotwire, we will not be providing you with a monetary credit as requested
Hotwire 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 Consumer Rebuttal /* (3000, 10, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire is claiming that they Faxed the payment information to hotelBut hotel staff clearly told me that there was no payment made & only the credit card information was sent
I even requested the hotel manager to document itIt can be confirmed from the hotel manager
Just because I was "eventually" able to check in after 3am, Hotwire shouldn't absolve themselves of the responsibilities of sending the proper payment
Either Hotwire or Hotel staff is not making honest statementIn either case, it me (the customer) who suffered
I would like Hotwire to contact the hotel to validate my point & offer me the refund
If it can't be done then I would have no choice but to dispute this charge via my credit card company and/or persue other legal options
As mentioned earlier, I have recorded my conversation with Hotwire & might be using it to prove my pointIt has now become a question of my integrity & I will persue all options to preserve it
Regards
Final Business Response /* (4000, 12, 2015/08/09) */
August 9,
*** ***
*** 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 Extended Stay America - Salt Lake City - Mid ValleyWe understand that when you arrived at the hotel there was a delay in checking in, as the hotel did not have the payment information for your reservationWe regret any concern this *** have caused
We can confirm that the hotel was sent the reservation and payment information at the time the reservation was bookedWhen a customer books a reservation with Hotwire, we then generate a credit card number and balance on the card for the hotel to use as payment for the booking, and this information is immediately sent to the hotelThis is the procedure and this procedure was followed for this reservationWe understand that the front desk staff was not aware of the payment process, and we regret any frustration this *** have caused
In consideration of the above, we are not able to honor your request for a refund of this reservation
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/09/22) */
September 22,
*** C
*** W*** Way
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear *** C,
Thank you for the opportunity to address you concerns, as sent through the
Revdex.com, regarding the Staybridge Suites Milwaukee Airport SouthWe understand that you are seeking a full refund due to the hotel star rating, size of the room, lack of wall insulation , inconsistent internet signal, and a report of bed bugsWe regret any frustrations this *** have caused and appreciate the time you took to bring this to our attention
Our records indicate that you booked a "Hot Rate" hotel reservation on the Hotwire websiteHot Rate bookings are blind, opaque bookings in which the customer is given the general vicinity of the hotel and the price, but the specific property is not revealed until after booking is completedThrough this method, Hotwire is able to offer our customers hotels at deeply discounted rates
There is no standardized star-rating system nationally or internationallyAs such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stayWe have confirmed this hotel had a star rating at the time of bookingWe are confident our star rating for this hotel is accurate
At Hotwire, we expect our customers will have a clean and safe 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 at 1-866-HOTWIRE (XXX-XXXX) for further reviewBecause contact was not made to us until after the reservation was used in full, please understand our options are limited
After contacting the hotel, they were unable to confirm any of the concerns you have mentioned
Based upon the above information, we will not be honoring your request for a full 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

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, 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

March 31, 2016*** *** *** *** *** ***In response to Revdex.com case number ***, Hotwire Itinerary *** Dear ***,I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your previous car rental reservation with Enterprise at *** International AirportI understand your dissatisfaction stems from the refund request that was initiated in August.After reviewing your account, I confirmed that the refund in the amount of CAD was processed on January 13, Refunds typically takes one to two business daysPlease contact your financial institution as to determine when the funds will be available for use.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, 2015/08/19) */
*** ***
*** *** 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

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, 2015/10/19) */
October 18,
*** ***
*** *** Way
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservation in Best Western plus Station House InnI understand you are dissatisfied with your recent Hot Rate hotel bookingYou feel our site indicated you would be getting 43% savings discount
Allow me to clarify how the savings provided on our site was derivedOur crossed out savings 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 datesAllow me to further clarifyIf we were to compile a list of the retail rates we found for all the star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the listDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings fromI apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention
At Hotwire, we strive for clarity on the Web siteDuring the booking process, we provide the following disclosure at the bottom of the page:
"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."
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 booking
Based on the information provided above, I am unable to honor your request for a refundWe appreciate your business and regret your Hotwire experience was anything less than exceptional
Regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The advertised rates are misleadingWhy is there a 40% off price tag? There is no "*" next to the green 40% off price tagIt's very misleadingAnd the disclosure statement is ambiguous and doesn't make it clear what you are sayingI honestly feel based on your ad that the hotel I was booking would be 40% off
Final Business Response /* (4000, 9, 2015/11/09) */
November 9,
*** ***
*** XXXXX-XXXX
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 hotel reservation with Best Western Plus Station House InnI regret you remain dissatisfied with the handling of your situationYou feel you were misled on the amount of savings you receivedAs such, you requested a refund, in the amount of $
Based on the information previous provided, we strive clarity on our website where information about savings are provided prior booking, whereas stated:
"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 dates."
If 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 Web site, the details of your booking and our payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds
At this time, we remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
With the above information, I remain confident we provided the lowest pre-tax rate for this property within hours of bookingMy decision remains the same; I am unable to honor your refund request
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
Final Consumer Response /* (4200, 11, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseThere is no mention why the hotel had a green price tag with 43% offThat's what I'm claiming is advertisementThe advertisement implies a 43% savingsThe green price tag with 43% off has no "*" next to it or no disclaimerI believe it is misleading and not a fair business practice
The fact that Hotwire is charged by their partners for the booking is not my concernHotwire took my money and should give it back

Initial Business Response /* (1000, 5, 2015/08/27) */
August 27,
*** ***
*** *** *** Parkway
*** *** ** XXXXX
RE: Revdex.com Case# XXXXXXXX
Itinerary #XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your reservation with the Holiday Inn Buffalo - Amherst for check in August 21stAs stated in your letter, your reservation was cancelled, without your knowledge, due to the hotel being overbookedAlso, the new hotel we provided did not have free breakfast like the Hyatt you originally hadAs such, you are requesting a refund for the entire tripWe regret any inconvenience this has caused
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to HotwireIn such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold datesWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolutionOn August 13th the hotel contacted us to let us know that they had oversold and was unable to accommodate you at any of their partner hotelsAt this point we immediately emailed you so we could offer help
In the event that a hotel is oversold and cannot help accommodate you elsewhere, Hotwire will help you to find a suitable replacementWe have confirmed that on August 21st we were able to help you find a hotel and covered the difference between the new hotel and your original bookingA full refund for the Hyatt Place Buffalo was then processed back to your credit card in the amount of $A refund typically takes 1-business days to go to your financial institutionAfter that it is up to your financial institution as to when the funds will be available
We also found that our agent submitted a request for additional compensation, as the Holiday Inn does not include free breakfastWe would like to extend this courtesy, and request you submit a receipt from your breakfast on August 22nd so we *** accurately reimburse youPlease fax this, at your earliest convenience, to us at (XXX) XXX-XXXXPlease be advised it can take up to ten business days, from the day we receive a document, to have it reviewedOnce verified, we will contact you with the outcome
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 entire tripIf 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 Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I completely reject the explanation providedThe email you sent on 13th never reached me as it went into my Spam folder (i found this today and can send you a screen shot if required)Moreover, why should I have bothered to check my emails when the reservation was confirmed and amount charged on my credit cardin fact your automated IVR said that my itinerary was confirmed well until Aug 21st when I called to re-confirmI understand that hotels do overbook but I would have expected Hotwire to call me as a matter of courtesy and explain the situationCan you send me written terms and condition where it states that I must check my emails until the last moment to see if you have sent me an cancellation email?We usually plan our vacation based on hotel bookings and Hotwire must understand that such changes can potentially impact other plansI had my parents visiting from overseas and the whole experience of finding reservation cancelled and being on phone with you guys has been nothing but an embarrassmentNothing other than a total refund is acceptable to me and based on my argument, I am sure any reader will empathize with my situationThank you
Final Business Response /* (4000, 10, 2015/09/04) */
September 4,
*** ***
*** XXXXX
RE: Revdex.com Case# XXXXXXXX
Itinerary #XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to respond to your further correspondence through the Revdex.com, regarding your reservation with the Holiday Inn BuffaloWe understand your dissatisfaction remains, as you did not see our email notifying you that the hotel was unable to accommodate your reservationAs such, you are requesting a refund for the entire tripWe regret any frustration this has caused
We are sorry to hear that your email filtered our message to your spam folder, but that is something that is beyond our controlWe understand you would have preferred a phone call, but email is how Hotwire typically notifies travelers
As you stated, you understand that there is a possibility of hotels sometimes being oversoldIf this happens, there are multiple ways this information is availableIt is available by either checking your email, logging in to your account on Hotwire.com, calling our hour Customer Care at 866-HOTWIRE, emailing ***@hotwire.com, or by contacting the hotel directly
Once you found out the hotel was oversold and contacted Hotwire, we offered to provide you with a new hotel at no further expense, which you acceptedAs the new reservation was used in full, we will not be refunding itWe appreciate your business and look forward to assisting with your future travels
Best Regards,
*** ***
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 12, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You mention "Once you found out the hotel was oversold and contacted Hotwire, we offered to provide you with a new hotel at no further expense, which you acceptedAs the new reservation was used in full, we will not be refunding it." However, this is untrue, I was NOT offered a reservation similar to originalThe new reservation did not include breakfast while original did (when I pointed this to the rep she said she could not do anything about it) and I had to spend $more (for asults) on buying breakfast (see attached credit card statement)Moreover, you are missing the pointWhen I called Hotwire, the IVR said my booking was CONFIRMED well until 21st Aug and if I would have trusted your IVR and proceeded to the hotel, I would have been left strandedDoes it mean I have to call the hotel or talk to a Hotwire rep before I check in always? If thats the case then I would say Hotwire is highly unreliable

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