Hotwire

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2,
*** ***
***
***, ***
In response to Revdex.com case number ***, Hotwire Itinerary ***
Dear ***,
I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservation in Extended Stay America - Los Angeles - NorthridgeI understand you were dissatisfied with your recent hotel reservation, specifically with the sleeping arrangementsYou were provided a room with a queen bed which you feel was not an acceptable accommodation
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotelsOur target audience is the flexible traveller looking for the deepest discountsTo obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is completeTherefore, our product offerings may not always meet the needs of every traveller
All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requestedWe do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availabilitySome properties may offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservationOur partners will do their best to make your stay as comfortable as possible
We 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 Web site, 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 hotels
Based on the above information, the hotel is providing you with a room able to accommodate the number of guests bookedTherefore, I am unable to honor your request for a full refund
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Offering a room with two double beds, but only having a single queen bed for two non-intimate friends is unacceptable, and it is simply not the same productOne might as well say there is room on the floor
Final Business Response /* (4000, 9, 2016/02/23) */
February 23,
*** ***
***
***, ***
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 Hot Rate(r) hotel reservation with Extended Stay America - Los Angeles - NorthridgeI regret you remain dissatisfied with our responseAs such, you are still requesting for full refund
As previously mentioned, all rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the number of guests you provided and number of rooms requestedWe address questions about bed type in our Help Center located at the top of every page in the right hand cornerAlso, we relay our bed policies in our Hotwire Terms of Use
"Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed."
Prior to completing the booking, you selected a box stating you had read, understood and accepted those conditionsBased on the information above, our decision has not swayedI am unable to honor your request for refund
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The website specifically shows options for a single queen versus two double beds when bookingAdditionally, it's a common meaning of the words that these two are not the same thing as non-intimate adults do not share beds in the U.SThe click-contract might be legally binding, but the practice is still deceitful as the product being offered is then a bait and switch with a contract nobody reads declaring the product isn't as advertisedIt would be like Amazon showing me a picture and description of a 100W stereo then on checkout somewhere in the fine print promising only stereo of some unknown wattageIt's just not the same productA single queen bed is just not the same product as two doubles

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

Complaint: ***I am rejecting this response because:
Hotwire's answer is not accurate and unfortunately, misleading. The Hotwire agent answering this complain suggested that I had to request a refund by logging to their website under "my account". Well, this is exactly what I did, but to my surprise, none of the bookings were listed under my account (although I used the same email address to perform the bookings and the one listed under my account). This prevented me to request the refund via their website since the bookings didn't exist under my account. This is exactly why I called Hotwire within hoursI called them twice trying to resolve this problem, but I got two different answers:
a) The first time, the agent told me that although my account and my bookings were done under the same name/email/etcthey could not "move" the reservations under my name. Also, she explained that since she could not put the reservation under my account, there was no option to request the "low price guarantee refund" in their website
b) Not satisfied with the initial answer, I called again. This second time the agent told me that they would do this, but I had to provide my user and password. I changed my password, and provided the information to the agent. The Hotwire agent asked me to wait while they move my bookings under my accountAfter 40-minutes of waiting on the phone, the agent just transferred my call back to the main menu without doing any changes
Bottom line, Hotwire low price guarantee seems that only applies if customers creates accounts BEFORE booking anything, and makes the booking after logging in their account. If this is case, Hotwire needs to stop misleading customers and update their policies and website accordingly
Sincerely,*** ***

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,*** ***

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

Initial Business Response /* (1000, 5, 2015/07/27) */
July 27,
*** ***
*** *** Place
*** ** 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 car rental booking with Hertz, scheduled for piat the Denver International Airport (DEN) on July 9, We understand that you are seeking a refund for this reservation from Hotwire, as you were also charged by Hertz for this bookingWe regret any concern this *** have caused
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
To better understand why there were additional charges from Hertz for this reservation, we contacted the agency directly and spoke with TanyaShe advised us of the following:
The vehicle was returned at 9:on July 13, This incurred an additional day's charge from Hertz of $124.20, changing your rental from three to a total of four days
You chose to upgrade your vehicle, a service that was charged at $per day, for a total of $
You also included their liability coverage at $per day, for a total of $
There was an airport recovery fee of $
Taxes on the above additions in the amount of $
So, though you paid Hotwire at the time of booking for this reservation, the above listed charges were incurred with Hertz, and we will not be refunding your reservation as requested
We hope this addresses any concerns you *** have had regarding your rental with HertzIf you have any additional questions or concerns, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand how my wife and I could be charged separately for the same booking.I do not have a problem with the charges from Hertz.I was charged over $from Hotwire.How do you explain the charges made by Hotwire?Can you provide documents stating that I agreed to be charged by both companies?These charges are unacceptable!I was told by a Hotwire representative that I should not have been charged by both companies and that this issue would be resolved.Is this how Hotwire makes their money from third party bookings?I plan to take legal action to resolve this issue
Final Business Response /* (4000, 14, 2015/08/21) */
August 21,
*** ***
*** 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 Hertz on July 9, in Denver, ColoradoWe understand that you have questions about the charges from Hotwire and HertzYou are seeking refund of any double billingWe regret any confusion that has been created by this situation
Our Hot Rate(r) Cars, or deeply discounted reservations, do not display the car company's name before your booking completes, they are non-refundable, and they are pre-paidThis reservation was for a full size car to be picked up Thursday, July 9, at 9:00PM and returned Sunday, July 12, at 8:00PMThe rental included unlimited mileage
At the time you pick up your car, the agency *** offer additional services and incidentals such as add-ons like GPS or additional rental daysYou would have been asked to agree to and authorize the charges prior to picking up the car, and received an itemized bill, listing any additional charges that were incurred when you returned the car
A review of the receipt provided by Hertz show the charges to be:
*car returned July 13, at 9:22, extra day $
*upgrade $per day $total
*liability insurance added $per day $total
*airport recovery charge $
*taxes on the above $
These are not items included in the pre-paid Hotwire reservationHotwire will not be offering any compensation for this reservation
If you have questions about items on the receipt, please discuss them with the car rental agencyYou *** contact Hertz at XXX-XXX-XXXX
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, 16, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again,I am not disputing any charges from Hertz Rental Service.I am fully aware of the changes that were made to the reservation.My complaint was made to Hotwire for additional charges.I have requested documents to support these charges made by Hotwire and I haven't received any explaination.I clearly understand that you do not want to issue me a refund.Where in the Hotwire contract does it explain that I would be charged double?Or if changes are made to reservations I would be charged double?I do not feel that double billing is legal.Again,I do not have any issue with the charges from Hetz.If Hotwire representatives said that I was not supposed to be charged and this would be resolved,then I expect it to be resolved

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, 8, 2015/12/03) */
December 3,
Revdex.com
Hotwire - Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com complaint #XXXXXXXX) regarding the flight reservation refund request
Our records show on June 10, 2015, Mr*** self-booked a Hotwire.com flight reservation for four passengers *** booking number XXXXXXXXXXX, with a travel commencing on December 19, We understand from Mr***'s complaint, due to personal reasons he inquired about changing the flights for two of the passengers *** was advised an additional amount would need to be paidThe customer requested to cancel the reservation instead but a refund was deniedMr*** also stated, a customer service agent advised him a credit would be given to be used to purchase future flights with a $feeMr*** is requesting a refund for the amount needed to change two tickets plus a full refund of the two remaining tickets
Upon researching the customer's complaint, we can confirm Mr*** brought this matter to our attention on November 6, The customer was advised of the Airline's cancelation policy that states, ticket is non-refundable and a $per ticket fee will be charged for any customer initiated change requests prior to the departure dateMr*** was also provided with the airlines' rules and restrictions as well as the cancelation policy at the time of booking
Hotwire acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorHotwire can only advocate on the customer's behalf related to any refund requestsBased on the information provided above, we are unable to honor Mr***'s request for a full refund of the flight reservation
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they charged me to change the tickets and when the persons whose tickets they were refused to pay the additional fee I tried to cancel their tickets within hours IN ACCORDANCE WITH THE LAWS REGARDING THESE TYPES OF PURCHASES
this is unacceptableand I have contacted my bank to pursue fraud charges against hotwire
I will never be using hotwire againworst customer service ever

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 Ms***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Midtown East Vacation RentalsWe understand that you were seeking a refund for this reservation, as you were unable to reach the hotelWe regret any concern this *** have caused
On review of your account we can confirm that your refund in the amount of $was credited to the card that was used to book the reservation on July 22, As additional compensation, HotDollars were added to your accountEach HotDollar is equivalent to one US Dollar and can be used to book any Hot Rate hotel or car rental reservationYour HotDollars will remain available for use up to one year from the expiration date, or in this case, until July 21, You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent
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 /* (2000, 7, 2015/08/03) */
Hotwire finally resolved the matter to our satisfactionThank you for your time

Initial Business Response /* (1000, 9, 2015/09/15) */
September 15,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint for Mr*** *** (Revdex.com case number XXXXXXXX) regarding a flight reservation
Our records indicate that on June 22, 2015, Mr*** self-booked a flight reservation with travel insurance using Hotwire's website, itinerary XXXXXXXXXXXTravel was with American Airlines from ***, ** to Indianapolis, IN, departing on July 31, 2015, and returning on August 4, We understand Mr*** is requesting a refund of the $airline imposed penalty fee and $additional charge collected by American Airlines for the exchange of his ticket
We have verified that on August 6, 2015, Mr*** contacted Hotwire in regards to this issueThe assisting representative provided the best rate in our availability for the desired by him flights, following the airline's fare rules associated with the reservationDue to the price of the new flights the customer chose not to complete the exchange through HotwireInstead, he contacted American Airlines and processed the exchange of his ticket directly with the airline
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAmerican Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand Hotwire works with live inventory with prices provided to us by the airlines, and we must adhere to the policies dictated by them
In respect to the travel insurance Mr*** purchased with his reservation, the plan coverage, claim instructions and terms of coverage were provided at the time of booking and were accepted by the customerPer the insurance coverage, compensation will be provided in the case of travel being prevented by one of the covered reasons, such as the traveler's, an immediate family member's, traveling companion's, or business partner's sickness, injury or death or other covered events as defined by the policy
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation detailsDuring the booking process and right before the reservation is completed the booking details are displayed for confirmationIn addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Hotwire's website
While we regret Mr***'s experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Hotwire is unable to honor his request for compensation
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't expect Hotwire to resolve the issue! I did little research after the incident and found tons of bad review about hotwire and I wish I would have done the research beforehand! the reason I complain thru Revdex.com is that I saw their ranking is A+ and few people took their time to write a review here! I hope this will take down their rating! Regarding the fact that they say we offer an exchange rate and I did not accept it is very funny and I mentioned that in my complainwhen you call hotwire, someone in Philippine will answer your question with no idea on how to reserve a plan I was on the phone for minutes and the supervisor wanted to get a $ticket for me for a flight from *** to Indianapolis! I don't think I am that stupid to take that offer while I could get the ticket myself for $350! the fact they say we insure your flight so that you can get your money back only when you die and can't make the flight is beyond ridiculous and I asked their operator when I was canceling my flight that do I get my money back and he said Yes!!! I am going to cancel my account with hotwire and will never use it again! I will try to write as many bad review as I can so that I can warn others!
***
Final Business Response /* (4000, 13, 2015/10/04) */
October 4,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr*** *** (Revdex.com case number XXXXXXXX)We regret to hear Mr*** did not accept our response and/or resolution offered
As noted in our previous response, Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAmerican Airlines 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
In respect to the travel insurance Mr*** purchased with his reservation, the plan coverage, claim instructions and terms of coverage were provided at the time of booking and were accepted by the customerPer the insurance coverage, compensation will be provided in the case of travel being prevented by one of the covered reasons, such as the traveler's, an immediate family member's, traveling companion's, or business partner's sickness, injury or death or other covered events as defined by the policy
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation detailsDuring the booking process and right before the reservation is completed the booking details are displayed for confirmationIn addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Hotwire's website
Hotwire strives to provide the highest level of customer service, and we are sorry that Mr***'s recent experience did not live up to that expectationWe regret to hear of the long hold time he experienced when contacting our customer service departmentOur agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control over the call volume at any given time
We thank you for allowing us the opportunity to address the issues, brought to our attentionAs no new information was provided regarding this complaint, we respectfully request the Revdex.com close this case
Sincerely,
*** ***
Tier Customer Service
Final Consumer Response /* (4200, 15, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire is a scam online service! It is funny how they replied that "By selecting to self-book a reservation, our customers act as their own travel agent " there is no other way to book a travelif you call hotwire they will ask you to self book thru their website! I repeat here one more time so that other customers fully understand what kind of shady company they are dealing with! All their agent are based in Philippine and can't not make a simple reservation when I called hotwire someone in Philippine was trying to reserve me a ticket from ***(**) to Indianapolis and cheapest ticket he could find was $1000! and I waited for minutes to make the reservation I fed up called American airline and did the same reservation in minutes but I was charged $because I didn't call hotwire! second problem when I called to cancel my flight I asked several times that I bought insurance do I get my money back the agent repeatedly said yes! Now does it make sense to buy insurance if you can only get it back they you are almost dead and can't make the travel!! So the whole insurance is a scheme to make more money! Please go read reviews from Hotwire elsewhere at consumer report and other social media they are terrible reports regarding hotwire and I am not the only person! I will cancel my account and will never purchase with so do you who read this!

March 28, 2016*** ***
*** *** *** ** ***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 *** *** ***
I understand you are dissatisfied with your recent hotel bookingAs indicated in your letter, the search was filtered for hotels with free parking, breakfast and internet, however, you did not receive a hotel with those following criteriaAs such you requested a refund.At Hotwire, customers can choose the place they want to stay based on the amenities that best suit their needs, such as Free Breakfast, Free Parking or a Free InternetIf an amenity is listed, customers can expect it is found at the hotelAs I have checked the reservation, I confirm that the amenities included are: Resort, Pet friendly, Smoke-free rooms, Fitness center, Restaurant(s), Business center, Internet access, Accessible for visually impaired, Accessible for hearing impaired, Accessible path of travel, In-room accessibility, Accessible bathroom, Accessible parking, RoshowerIn the event a customer has any inquiries it is recommended to contact Hotwire Customer Care at *** (HOTWIRE)Our associates are available 24-and are dedicated to answering any questions a customer may have before or after they make a reservation.Since Hotwire strives for clarity during the booking process, we provide several avenues for our customers to find information before completing the bookingBecause customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, and its included amenitiesUpon completing the booking on our site, a confirmation page populates disclosing the full booking details.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 provided above, I am unable to honor your request to refund your reservation.We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,*** ***Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/27) */
August 27,
*** ***
*** *** St
*** ** XXXXX
RE: Revdex.com Case number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns, as sent through the RevDex.com, regarding your hotel reservation in Halifax, Nova Scotia for August 9, We understand that you are requesting information regarding how your reservation was cancelled without notification and want a refund for both the foreign transaction fee, and the difference between the Hotwire rate and the rate you had to provide the hotelWe regret any frustration this *** have caused
Please understand, we employ robust methods to guard against fraud, but no company is able to prevent every occurrenceOur Risk Management department is specially trained to handle these sensitive casesIf Hotwire suspects fraudulent activity on an account, we will deactivate it to prevent further incidentsGoing forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementAll further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX
The Hotwire Terms of Use indicates that users access to all or part of the Hotwire Web site *** 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
It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is finalIf the decision is final, you will likely not receive a call back from that departmentWe understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation
In regards to your request for a refund of the foreign transaction fee and the difference between the Hotwire rate and the rate you were charged by the hotel, Hotwire will not be providing 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
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr ***'s response is the single most disappointing correspondence I've had in my entire lifeThere is no acknowledgement of fault, there is no acceptance of responsibility and his mea culpa is incredibly hollowYes, I understand they reserve the right to cancel a reservationWhether they exercise that right, without communication to the customer, and without explanation or follow up is another matter entirelyThe behavior of your fraud department is negligent and completely unacceptableThe total lack of communication and severing of a contract could very easily lead to considerably more hardships than thankfully I sufferedI lost merely money, many other customers in this case would likely find themselves in an unknown city without a place to stay and risk vagrancy all because of the sanctity of Hotwire's liability policy
In short, I will never be using Hotwire againI will actively discourage its use to any and all people I can get to hear my complaintFurthermore, I'll be registering the domain suckithotwire.com, to tell this story and post Mr ***'s response
Perhaps Hotwire needs to deeply examine its automated Fraud-flagging policy because the guests in question are a pediatrician and a marketing executive for a pharmaceutical companyClearly we are not the target demographic of fraudulent users of Hotwire
Final Business Response /* (4000, 9, 2015/09/02) */
September 2,
*** ***
*** 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 Four Points by Sheraton Halifax on August 9, in Halifax, Nova ScotiaWe understand that you arrived at the hotel and your reservation had been cancelledWe regret any inconvenience this situation *** have caused
Due to the sensitive nature of the information collected by Risk Management, we are unable to offer any additional information about what *** have flagged this accountIf Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidentsGoing forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementAll further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXXThey will only contact you if they require further information to complete their investigation
I understand this does not offer the answers you are seeking, but no one at Hotwire, including the Corporate Customer Relations Team, will be able to provide any additional information about your deactivation
We appreciate your business and sincerely apologize for inconvenience this *** have caused
Sincerely,
*** ***
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/11/24) */
November 24,
*** ***
XXX- XX XXX Ave
*** *** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent
through the Revdex.com, regarding your reservation with Howard Johnson Plaza HotelI understand you are dissatisfied with your recent hotel booking because the hotel you received was not listed as one of the options provided before completing the reservationAs such, you requested a refund
At Hotwire, we strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s)For our HotRates (r), we provide an example list of specific 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
And upon selecting a HotRate (r) option, we then provide a more generalized list of hotel brands typical of the star rating presentedFollowing our generalized example list, we provide a link to our Star Rating GuideIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryIn addition, we offer select independent hotels not listedRegardless of the hotel brand, we guarantee our customers a quality experience from our hotel
suppliers, including a clean, comfortable room
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
Based on the information provided above, I am unable to honor your refund request
We appreciate your business and regret Hotwrie experience was less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 7, 2015/08/03) */
August 1,
*** ***
*** *** AveApt**
St***, *** 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 La Quinta Inn Indianapolis Airport Executive Drive on July 23, in Indianapolis, IndianaWe understand that you were trying to book a different hotel, but accepted this reservation insteadAs such you are asking for a refundWe regret any inconvenience this situation *** have caused
Hotel availability change all the time, generally based on demandOur rooms do move fast, so we cannot guarantee the hotel will be available at the time of bookingA review of your account shows that you did accept a Hot Rate(r) reservation for your stay
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 supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable
We have confirmed the room was used as bookedAt this time, we will not be refunding the 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 Consumer Rebuttal /* (3000, 9, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The website was having issues when I was forced to purchase the roomThe room I chose was not the one they were advertisingI was forced into a room with a lower rate
Final Business Response /* (4000, 11, 2015/08/08) */
*** ***
California AVE, #3F
StLouis, MO 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 La Quinta Inn Indianapolis Airport Executive Drive on July 23, in Indianapolis, IndianaWe understand that you were trying to book a different hotel, but accepted this reservation insteadAs stated in your letter, your dissatisfaction remains due to not receiving booking that was first attemptedWe regret any frustration this situation *** have caused
Our Hot Rate(r) Hotels offer deep discounts to customers who have some flexibility when travelingYou will find these deals on the Hot Rate(r) Hotels tab during your searchThese fantastic deals allow the customer to specify general location, star rating, amenities, and priceCustomers will find out the name of the Hot Rate(r) Hotel, immediately after they bookDue to the highly discounted rate backed by our Low Price Guarantee, our agreement with our Hotel partners is Hot Rate(r) Hotel reservations will be used as booked and are non-cancellable, non-changeable and non-refundable
There is also an opportunity to book a Hotel from our Hotels tab on the Hotwire search pageThese hotels give the customer the opportunity to know everything about that hotel before you book itSimilar to what you will find on other travel sites, you *** select a specific hotel and the name and address of the hotel before bookingWhen selecting a Hotel, you *** choose a specific bed or room type to suit your needsMany Hotels have a flexible cancelation policy and many are refundable in certain circumstances
When you make a choice from the Hot Rate(r) hotels, 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 4-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 reservationOnce this list of rooms has sold out you will not be able to continue with the purchase of the roomWe understand that this causes frustration and encourage our customers to search for comparable Hot Rate hotels or lodging from our hotels tab
For Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer booksThese restrictions enable our partners to better manage their unsold roomsWe 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,
Callie Brosnan
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 13, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They only have explained their process, they have not resolved the processAs stated, I kept getting an error message from their siteI would either like a refund, or partial credit towards my next hotel stay

Initial Business Response /* (1000, 5, 2015/10/19) */
October 18,
*** ***
*** *** **
*** *** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding
your hotel reservation in Columbia, East MissouriWe can see that you are seeking a $credit to match the rate you paid the hotel based on the previous booking rates to honor your savings
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
During 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 neighbourhood, star rating, and stay datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and feesHotwire is different from retail travel sitesWith Hotwire you enter the date and locationHotel revealed only after booking
Allow me to 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 is in place as assurance to our customers we are providing the lowest ratesWithin hours of booking on Hotwire, if you find a lower total for the same agency with the same travel dates, times and same type of hotel reservation outside of Hotwire.com, we will refund you the difference
As we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demandUpon completing the booking, you lock in the rate available at that timeOur Terms of Use specify that the hotel reservation is final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold inventory
At Hotwire, we 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 Web site, 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 reservations
Upon close examination of your issue, we are glad to inform you that your account will be credited Hot dollars for the inconvenience that you encountered during the hotel booking processPlease call our Hotwire Customer Care Support number at XXX-XXX-XXXX and we will be processing the credit to your account
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Complaint: ***
I realize that this hotel was booked as a hotrate hotelBut at the same time, the zones on the map are intentionally deceptiveYou have the Greenwich-Old Greenwich zone and then a Stamford zoneI selected the Greenwich-Old Greenwich zone but got a hotel in StamfordThis is just plain deceptive that you would do that instead of moving that hotel over to the Stamford zoneWhile you may not have provided a refund, I will never use your services ever againThis is a very poor business practice! Regards,***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2016/01/22) */
January 22,
***
***
***, ***
In response to Revdex.com case number ***, Hotwire Itineraries *** and ***
Dear ***,
Thank you for the opportunity to address your concerns
as sent through the Revdex.com, regarding your Hot Rate(r) hotel reservations with the Red Roof Inn Queens and Country Inn & Suites by Carlson New York City at QueensI understand you would like to express your dissatisfaction with your recent reservation as the initial hotel was overbooked and you find the condition of the alternate hotel unacceptable
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn 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 resolution for all involvedIn the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer
In review of your account, I confirmed we rebooked you at another star property, the Red Roof Inn Queens with no additional cost
At Hotwire, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsI spoke with the hotel's front desk, ***, he confirmed that there were no complaints raised regarding the quality of the room
Based on the information provided above, we are unable to honor your request for a full refund
Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsOur 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 Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were on the phone for hours trying to find a room!!! This is simply unacceptableWhy would I then try and phone Hotwire to be simply put on hold for another hour to complain about the replacement hotel accommodation!! No one in their right mind would do so!!! Your response is laughable!! I would take your response as an insultI do not appreciate your response because it seems that you have never been on the phone for four hours to a company to understand how it feels! I give upBut I do think your dealing with our situation was irresponsible and unprofessional and the public deserve to know the truthI can assure you that I have traveled many times and even when faced with a small issue your competitives have dealt with it well and have gone aboard and beyond to resolve such mattersI WOULD NOT DO BUISNESS WITG HOTWIRE AND WOULD RECOMMENT OTHER PEOPLE TP STAY AWAY!!!
Final Business Response /* (4000, 9, 2016/02/08) */
February 8,
*** ***
***
***, ***
In response to Revdex.com case number ***, Hotwire Itineraries *** and ***
Dear ***,
I am writing in response to your additional correspondence with the Revdex.com regarding your HotRate(r) hotel reservation with Red Roof Inn Queens and Country Inn & Suites by Carlson New York City at QueensI understand the dissatisfaction stems from overbooking issue and the condition of the room you received for the new hotel reservation
I regret the frustration and inconvenience this situation has 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
As previously mentioned, overbooking does occur occasionally in hotel industry and is not unique to Hotwire reservationIn the event our customer arrive to one of our hotel supplier to find the property overbooked and not able to be re-accommodated into an equivalent property, we rectify the issue by taking full responsibility to find accommodation for the customer and cover the difference in rates if there will be any, which I confirmed our Travel Specialist did when you contacted us on December 31,
Regarding the issue of condition of the room, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further reviewBecause contact was not made to us until after the reservation dates, please understand our options are limited
As we have confirmed with the hotel, no complaints regarding the quality of the room was raised on their end and that the reservation was utilized, our decision remains the sameWe are unable to honor your request for a full refund
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Booking with Hotwire is a waste of time and your money!!!!
Also very deceptive in the manner they deal with complaints!
I will continue to respond if I have to!

March 15,
*** *** *** *** *** *** * ** ***
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 hotel reservation with *** GrandI regret you remain dissatisfied with the previous information we provided
As previously mentioned, in our Star Ratings Guide, we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category
In review of the documentation you shared, the screenshot does not picture the whole page of the websiteIf the screenshot is uncut, below the advertised branded hotels, it will tell the customer that it also includes other brands and independent hotels
Based on the information above, our decision will remain unchanged
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office