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, 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, 2015/08/27) */
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

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,*** ***

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, 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, 2015/07/27) */
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

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, 2015/09/22) */
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, 2015/06/26) */
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, 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

September 15, 2017 Revdex.com San Francisco Bay Area and Northern CoastalComplaint DepartmentRE: Hotwire Case ***Dear Revdex.com, Thank you for taking the time
to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us 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 from *** *** (Revdex.com ID number ***) regarding a hotel reservationWe understand that the customer is requesting a refund of the reservation.Our records indicate on August 20, the customer self-booked a hotel reservation for two travelers on our websiteThe customer purchased a one night hotel reservation at Quality Inn & Suites, checking in on September 8, 2017, and checking out on September 9, 2017.We can confirm that on August 22, the customer called our customer service to cancel and refund his reservationPer our records the assisting agent called the hotel and was advised that the customer will not be charged when we cancel the reservationDuring the call the agent canceled the reservation. Starting on September 10, Hotwire has been constantly contacting the hotel and have provided documentation that the reservation was canceledSince the hotel refused to acknowledge that the reservation was canceled Hotwire has agreed to refund the customer in fullAs of September 15, a refund of $ was processed to the original form of paymentIt may take up to days to post to your account and up to billing cycles for the credit to appear on your statementThe timing is based on how long it takes your bank to process.Hotwire strives to provide a high level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellWe do apologize for the inconvenience the customer encountered regarding this matter.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,*** ***Corporate Customer Service

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

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

Complaint: ***
I am rejecting this response because: This response only addresses the issues regarding the condition of the room and the star rating systemAs stated in my original correspondence, my primary complaint is with Hotwire listing practices and the fact the the booking was grossly misrepresented on the websiteThe website advertised the booking as a hotelIt is notIt is a motelIf that fact had been accurately represented, I would NEVER have proceeded with the bookingThe website also advertised that the booking was comparable to other well known hotel chains such as Embassy Suites, Sheraton, Wingate, Four Points, etcwhich it certainly was not, in any way, shape or formHotwire has deliberately and willfully falsely advertised to the consumer what to expect with this booking
Sincerely,
*** ***

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,***

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

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, 2015/05/18) */
*** 18,
*** ***
*** *** *** Drive 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 reservation at the Westgate Las Vegas Resort & Casino in Las Vegas, NVAs stated in your letter, the hotel was not able to locate your reservation when you arrived at 11:p.mon *** 7, for your three night stay, and it was minutes before you were able to access your roomAs such, you are requesting a full refund for your stayIn addition, you are seeking compensation for the resort fees incurred during your stayWe regret any embarrassment or inconvenience this *** have caused
Upon reviewing your reservation, we confirmed you booked a Hot Rate hotel for $An additional discount was taken at the time of booking in the amount of $25.00, reducing your cost for this stay to $At Hotwire, we obtain these deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the payment information are sent directly to the supplier and billed to Hotwire regardless if the reservation is used or notFor this reason, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditionsWe have confirmed that the reservation was used in fullBased on this information, we are unable to honor your request for a refund of the $
It is common for resorts in Las Vegas to have additional charges for resort fees upon completion of your stayFees such as this are not included in the room rate, as they are collected directly by the hotel (not Hotwire) regardless of being booked with a third party or through the hotel itselfYou were notified of the resort fees prior to booking; that they were not covered by your Hotwire rate and would be paid direct to the hotelFor this reason, we are not able to provide you with compensation for this fee
We strive to exceed our customers' expectations, and we regret to learn 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, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"At Hotwire, we obtain these deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the payment information are sent directly to the supplier and billed to Hotwire regardless if the reservation is used or not." - Yes I do understand, but the thing is, there was no reservation/confirmation sent to the hotel, though that's what was stated in the confirmation email, that didn't really happen thus my complaintSo we held our end of the bargain, but Hotwire, did notThe reason for the refund of the booking and resort fee (regardless if charged by Hotwire or not) is that we could have just stayed with our friend in Las Vegas for FREE but hesitated since we were not sure if we will still be billed for an unconfirmed reservation, so we just waited and held our end of the bargain which brought us total inconvenienceWe travel a lot and I'm also in the travel/airline industry so I have an idea how these things workI must admit that I've expected more or a better resolution
Final Business Response /* (4000, 9, 2015/06/05) */
June 5,
*** ***
*** *** *** Drive Apt**
*** *** ** 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 reservation at the Westgate Las Vegas Resort & Casino in Las Vegas, NVAs stated in your letter, your dissatisfaction remains as you could have stayed with a friend in Las Vegas for free, and you are asking for a full refund for your stay, as well as full compensation for the resort fees charged by the hotelWe regret the inconvenience this situation created
Though we understand your frustration in the minute delay in checking in, we did verify that you were able to check in, and the reservation was used
You were provided full disclosure of the resort fees that would be due to the hotel prior to completing your bookingThese fees were not covered by your Hotwire rate and would be paid direct to the hotel
In light of the above, our decision remains; we are not able to honor your request for a full refund and reimbursement of the resort fees paid to the hotel
Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsWe appreciate your business and look forward to assisting you with your future travels
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
An agreement is an arrangement between two entities, in this case, I and HotwireWhen I booked that reservation, we both "agreed" on it, that I will pay for the service that Hotwire will provideSo my credit card was charged in exchange for a confirmed reservationWhen I got to the hotel, this "confirmed" reservation that I was charged for couldn't be foundSo, one followed the agreement and one did notThe service provider did not render service until it was notifiedIt's obvious who was the aggrieved party here, me, your average joe against a billion dollar company that wouldn't resolve the caseWith that said, I rest my caseThank you for the exceptional service and taking time to address my complaint

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!