Hotwire

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

Initial Business Response /* (1000, 5, 2015/05/21) */
*** 21,
*** ***
*** *** *** St
*** ** XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your stay at the Optima Hotel Ramat Gan for *** 7, As stated in your letter, the hotel did not have your room ready at check in time, feel the hotel is a star, there was no air-conditioning or working pool, and unable to obtain corporate contact informationAs such, you are requesting a refund as you did not use the reservationWe regret any inconvenience this has caused
After reviewing your account we found we were not contacted until *** 10th, at 4:PM (PST)If there are any issues with a reservation, we require our customers, or partners, to contact us immediately to allow us an opportunity to correct itAs our agents have the most up-to-date tools to aid our customers, they do not provide corporate contact information
We were able to contact the hotel and found that there was a delay at the PM check-in, but your room was ready shortly afterThey advised us that the pool was closed for the season, however they were unable to verify if the air-conditioning was working in your room, as you had decided not to check inThe terms of use you agreed to prior to booking state we guarantee the hotel will have the amenities listed, but sometimes they *** be closed for maintenance or seasonalityThey also included this hotel's policy that stated: cancellations or changes made after 11:PM ((GMT+02:00) ***) on 05/05/are subject to a Night Room & Tax penaltyThe property makes no refunds for no shows or early checkouts
In regards to the star rating, as there is no standardized calculation for this, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, the Optima Hotel Ramat Gan is a star hotel on HotwireAs this was a standard rate, any information about the hotel was available before it was booked
Based on the information above, we will not be issuing a refundWe 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, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hotel admits room not available at check in time deadlineHotmail was notified by only way possible from foreign country on Web as phone no listed was a USA number only notice with copy to marketing depth of hot wire only one listed was issued within one hr after 3pm from another hotel email with my complaint and email address This is another example of Hotmail to defraud the public havre email docs on all correspondNcefrom hotel and to Hotmail one hr later
The hotel was no where near the rating lobby Han no Irconditing single fan2nd floorarrived 2pm waited at their request toll 3pmstill no room .as was promised on resiverationnotified them same day hrs laterAnd only email address possiablethey post no no email for cxl on Web when no rooms are availablethis company is not trying to police hotels to be honest on ratings and not interested in legal dealing by fact of notice from foreign countries via a record of email
They did not preform on their written contract in any way as represented
They should earn a poor rating by bb for this action
*** ***
Final Business Response /* (4000, 9, 2015/06/04) */
June 4,
*** ***
*** *** *** St
*** ** XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to further address your concerns sent through the Revdex.com, regarding your stay at the Optima Hotel Ramat GanAs stated in your letter, your dissatisfaction remains as you disagree with the star rating, as well as not being able to check in at PMWe regret any continued frustration and inconvenience this has caused
The reservation does state this hotel's chetime begins at PM, but this is subject to the availability of roomsAs stated in previous correspondence, the hotel did have your reservation, and was having it prepared, but you had left before they were able to check you in
We have advised on how our star ratings are calculated, and that this hotel does qualify as a star rating on our siteWe rely heavily on customer feedback for these ratings, and hope you have participated in our post stay survey to help us determine the best depiction of our hotels
As the hotel's cancellation policy does not allow refunds at this time, we will be unable to honor your request for oneWe appreciate your business and look forward to assisting with your future travels
Sincerely,
*** ***
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stated checkin time as 3pmWeb site nothing about paying for room they did not haveLogicthere representation of fact on web site as to working features not true as much of the hotel was in bad repair ratings not enforced
The web page and staff at customer service hide the way to contact sr mgt of the service as to location.personslegal office for service
Faced with class action this company has written it will refund moneyStock analists are looking into how wide spread this is to evaluste stock ratings and reccommendations

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

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 car rental with ThriftyI understand you
are dissatisfied with your recent Hot Rate(r) car reservation as your request to cancel due to change in plans has been deniedAs such, you are requesting a full refund.Hotwire services two types of car rental reservations: Hotwire Hot Rate(r) and Hotwire Retail RatesWith Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservationOur Retail Rates can be cancelled at any time without penaltyOur Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundableI confirmed the type of rental you booked is a Hotwire Hot Rate(r).We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation.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.I apologize for any treatment that was anything less than exceptional when speaking with our Travel SpecialistsI 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.Based on the information above, I am unable to honor your request for a full refundBest regards,*** ***Customer Care RelationsHotwire Corporate Office

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,
*** ***

Initial Business Response /* (1000, 5, 2015/05/21) */
*** 21,
*** ***
*** *** *** Court
*** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
We understand you are dissatisfied with your recent hotel
reservationSpecifically you mention that the hotel did not have a roll-away bed available for your use, that there was insufficient hot water, the pool was discolored and there was an odor in the bathroomAs such you are requesting a full refund for your stayWe regret any discomfort or inconvenience this *** have caused
Regardless of star rating, 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 at 1-866-HOTWIRE (XXX-XXXX) for further review at the time of occurrence
Per our records, we have verified that this matter was not brought to our attention at the time of the reservationBecause contact was not made to us until after the reservation was used in full, please understand our options are limitedHowever, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectationsFor any misunderstanding and frustrations this *** have caused, we applied a credit of HotDollars to your account under the email address ***@gmail.com on *** 9, HotDollars are equivalent to US Dollars and can be used toward any Hot Rate booking with HotwireYour HotDollars are valid for up to one year, and will expire if not used by *** 9,
Based on the information above we are unable to honor your request for a refund
We strive to exceed our customers' expectations, and we regret to learn that your experience was anything less than excellentWe appreciate your business and look forward to assisting you with your future travels
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response you have provided, but that does not mean that you can give out star ratings to anyone you choose toThat hotel does not meet a star ratingThis company has done this before, hotels that are rated at star elsewhere are stars on your website, when you do the secret dealThat's simply called cheating peopleThat's exactly what happened to me at this hotelIt's not fair that you lost your star hotels at stars or stars and starsCompare your hotels to pricelines ratingsI'm never using Hotwire again, it's been one bad experience followed by anotherLast week I purchased a hotel from you again, and once again a hotel that is stars on Priceline you put in your secret deals as a star
Thank you
Final Business Response /* (4000, 9, 2015/06/04) */
June 4,
*** ***
RE: Revdex.com # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to further address your concerns sent through the Revdex.com, regarding your booking at the Days Inn and Suites in Springfield, MOAs stated in your letter, you disagree with the hotel being a starAs such, you are requesting a full refund
As there is no standardized star rating, each website has its own systemBecause of this, it is common to find different star ratings for the same hotel across multiple sitesThis property, for example, is found on Hotels.com as a star and on Orbitz as a starHotwire uses its customer feedback as the main contributor to a hotel's star ratingWe first incorporate Expedia's star rating for the hotel and based on customer reviews, the rating can be increased or decreasedWe hope that you have contributed to this process by replying to our post stay survey
In exchange for guaranteeing our partners the reservations we book will be used as originally sold, they provide Hotwire with 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 issuing a refundWe appreciate your business and look forward to assisting you with your future travels
Sincerely,
*** ***
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm very dissatisfied with your website and will make sure no one in my family and friends use Hotwire

Initial Business Response /* (1000, 5, 2015/06/18) */
June 18,
*** ***
*** *** St **
*** *** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concern sent through the
Revdex.com, regarding your car booking with Alamo, at Grand Rapids AirportWe understand that you are requesting that we cover that we refund you $350, the cost of your event tickets and new car rental or replace your entire trip to ChicagoWe apologize for any frustration on concerns this *** have caused
Here at Hotwire we strive for clarity with our bookingsWhen creating a booking we do ask if a customer will be using a debit card or credit card for the deposit that car agencies requireIn addition, if a customer is using a debit card we find out if they are flying into the airport or if they are local to the areaHotwire does work with some car agencies that will not accept debit cards for depositsIt looks like you ended up being booked with Alamo, who requires proof of a round trip ticket for debit card deposit
In a case where the customer is denied service, due to using a debit card for the deposit method, all we do is refund the bookingAfter looking at your account, we do see that you were refunded for this reservation on Jun 6, 2015, due to not being able to pick up your car rentalThe 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 available
In this case we will not be honoring your requests
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all you didn't refund the entire cost of the rentalI paid over $ dollars and your company only refunded $79, so that is unacceptable! Secondly my trip cost significantly more because your agent promised that my debit card would not be a problemHe specifically said that because I was local that I would not need a round trip ticketYour agent over the phone said that all I needed to bring to Alamo was my ID and a utility bill proving I was a local residentI asked several times! Each time I was reassured that my debit would not be an issue! This company's response doesn't make right the frustration they caused, the additional money lost, or even cover a full refund! Unacceptable practice and business ethic! Never use this company!!!
Final Business Response /* (4000, 9, 2015/06/24) */
June 24,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***:
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding the car booking with Alamo, at Grand Rapids AirportWe understand that you did not accept our previous response, and are requesting the full refund and additional compensationWe regret any frustration this *** have caused
After some additional review, we have found that you were refunded $on June 6, 2015, which is the amount that you paid Hotwire for your rentalWe do see that you were charged $for Rental Car Protection, from Allianz Global AssistanceDue to Allianz Global Assistance being a separate company from Hotwire, you would need to contact them at X-XXX-XXX-XXXX to request a refundYour policy number with Allianz Global Assistance would be HXXXXXXXX
We do apologize for any misinformation that *** have been providedHere at Hotwire we take pride in providing accurate information and try to meet our customer's expectationsSince we work with multiple agencies, whose policies do vary, we try to provide the most accurate information that we can, so our customers can make the best decision for their travel needsWe 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
Our decision in this matter remains the same, and we will not be providing any compensation in this situation
Best regards,
***
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What your company does is specialize and coordinate deals by working with/ through other agenciesIf you misrepresent their policies and this causes your customers extra money to fix mistakes caused by your misrepresentation then the excuse of not being in control of other agencies' policies is an unacceptable one since arranging through other companies is your businessYour final decision is a poor one, and doing nothing to fix the extra funds it coat me and my family to complete our trip is bad businessI hope everyone reads this and can see what an unreliable company this organization isTo error is human, but to make no effort (other than partial refund that also took argument to get) is absolutely corporate greed at it's finest and bad business ethicsI hope no one books with this company again and that the shareholders discover these practices before they lose investmentIt's nothing to you, but it was inconvenient for our family and the extra funds took away from our memories and expirence because of the mistake of your repThis is unacceptable!

Complaint: 1***I am rejecting this response because:Sincerely,*** ***
There are plenty of hotels in the Dearborn Heights area - and they are listed on your site, but instead you chose to give me a hotel with a Detroit address When I immediately called regarding this concern, I was told that you could put me in one of the Dearborn hotels, but the price you gave me was more than the price if I booked the room myself So you are basically extorting additional money from me for not accepting the room in Detroit Why did you not give me a Dearborn hotel in the first place?
You are simply unwilling to do the right thing, because of your "fine print." It is not my fault that your mapping system does not know the difference between Dearborn and Detroit I don't know why you would choose to put me farther away from my desired location, unless there is some kind of quota you are trying to meet - which is not MY responsibility There were plenty of options closer to Dearborn - which is what I requested
Shame on you for your terrible customer service

April 7, 2016Revdex.com*** * *** *** * *** *** Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the
comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Incis responding to the consumer complaint from *** ***) (Revdex.com case number ***) regarding a refund requestWe understand Ms*** is advising that her flights were delayed causing her to arrive at her destination a day late and that she was also billed twice for her rental car.Our records indicate/reflect on January 18, Ms*** accessed Expedia.com and booked Itinerary *** for a package containing flights, lodging at ** *** Inn, *** *** *** and a rental carThe reservation was paid in full at the time of bookingMs*** flights were delayed and as they arrived much later than planned, the rental car location was closed and the hotel was accessed one day later than bookedMs*** is advising that the rental car company charged her grandmother for the car rental even though the reservation was already paidShe is asking for a refund in the amount of the car rental and one night hotelThe terms of the hotel rental, agreed to at the time of booking ere as follows:Cancellations and changesThere is no charge for cancellations and changes made before 5:PM (Central Standard Time (US & Canada)) on February 24, Cancellations or changes made after 5:PM (Central Standard Time (US & Canada)) on February 24, are subject to a hotel fee equal to the first night's rate plus taxes and feesCancellations or changes made after cheon February 24, are subject to a hotel fee equal to 100% of the total amount paid for the reservationHad the customer contacted the hotel, at the time her flights were delayed, they may have agreed to refunding the first night of the reservation, but we don't show that she contacted Hotwire for assistance with this matter and she does not say she contacted the hotel directlyThe hotel charged the full amount, as their terms and conditions allow them to doHotwire cannot refund due to flight delays without the agreement of the vendorAs to the car rental, the location most likely cancelled the reservation when the customer did not show up to pick up the car, as is customary for car rental vendorsThis would explain the vendor charging the customer directly when they arrived the following dayIf the customer will respond to this letter with a copy of the receipt showing what her grandmother was charged out of pocket, we will be happy to process a refund for the car rental portion of the itineraryWe thank you for allowing us the opportunity to address the issues that were brought to our attentionWe look forward to hearing back from the customer and receiving the receipt so we may assist with a refund for that portion of the bookingIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,*** ***Tier Customer Service

Complaint: ***I am rejecting this response because: you are still telling me my booking was fraudulentCan you explain why the phone number given to me by your reservations department did NOT work when I called repeatedly? Can you explain why I was left in a city without any reservation and was left to find my own accommodation at 10PM upon hotel check-in? Can you explain why this "great" fraud department failed to alert me BEFORE I traveled to another city? You keep saying the same thing, but not giving any answers or any resolutionYour customer service continues to disappoint, MONTHS after this eventI have also filed complaints in the states of California and New YorkUnacceptable. Sincerely,*** ***

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 at Hilton Austin for travel dates 18-Mar-to 19-Mar-
I understand you are dissatisfied with your
recent hotel reservation, specifically with the room you got
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 that will in turn place you in a room based on their availabilityOur partners will do their best to make your stay as comfortable as possible
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 refund equivalent to $
Also, it was brought to my attention the quality of the roomAs this hotel stay is complete, our options to work with the hotel to resolve this situation are limited
We’ve notated your account and will list your concerns in our systemWe would also recommend you complete your post-stay survey to pass along your concerns with this particular property
As a way of apologizing for your inconvenience, Hotwire would like to offer you $Hot DollarsI have added them to your Hotwire accountHot Dollars can be used to book any Hot Rate hotel or Hot Rate Car and are valid for one year from the date of postingEach Hot Dollar is equivalent to one U.SdollarYou will also receive an email confirmation of the Hot Dollar credit being posted 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 am rejecting this response because:
If you had sent the fax, my funds would have been available You refused to do so and gave me no valid contact information for the risk management team As a result, I did not get to go pick up my son in time You do not get to blame the hold on my bank They will not release those funds any sooner without you sending notification that you are not sending through the transaction
My my middle ground request is that you provide me with a valid policy and contact information for a real risk management contact Otherwise, you never realize that you are disabling people when you have no right to because you refused the transactions that trip cost me an additional $because I had to reserve through another company and went on a short notice reservation
Sincerely,*** ***

May 9,
*** * *** *** *** *** *** ***, HI ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your
reservation with Four Points by Sheraton at Phoenix Mesa Gateway AirportI understand you were rebooked at a hotel which the airport shuttle, services a different airportAs such, you requested a refund of your cab fares
Unfortunately, overbooking does occur in the hotel industry and is not unique to Hotwire reservations
Upon review, based on your situation, we feel that the responsibility of Hotwire was to provide you an alternate hotel since the original hotel was overbookedAt the time of the rebooking process, our travel specialist provided the most equivalent hotel nearest to your hotel’s original area which was based on the hotel availability at that time
In addition, the agent was able to provide the details of your alternate hotel that includes airport shuttle which you agreed to bookPlease note, we do not operate our hotel partners, how they choose to operate their services depends on the hotel’s discretion
Based on that information, we are unable to honor your refund request
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

Initial Business Response /* (1000, 7, 2015/06/05) */
June 5,
*** ***
XX-XXX *** Pl
*** ** 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 hotel reservation with Presidio Inn in San Francisco, CAWe understand that you were unhappy with this hotel due to construction that was going on during your stayAs such, we are requesting a refund for this reservationWe regret any frustration this *** have caused
At Hotwire we do want you to have a clean comfortable stayIf something occurs so that your stay is not up to our standards, we ask that you contact us immediatelyWe are available hours a day, days a week at HOTWIRE (XXX-XXXX) to assist youDue to contact with us being after your stay we have very limited compensation options available
We did contact the hotel, and were able to confirm there was construction going on during your stayDue to the construction happening between 8am and 5pm, we are able to give you $HotDollars per night of your stay, for a total of $HotDollarsOne HotDollar is the equivalent to one US Dollar and can be used for any Hotrate hotel or car booking in the futureHotDollars are valid for up to one year from the issue, expiring on June 4,
We will not be honoring your request for a full refund
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 10, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just checked Hotwire websiteThey are still renting rooms to unsuspecting consumers for the Presidio Inn which as a major construction dig that shakes the building and the noise is so loud it could pierce eardrums and startle a patron to a heart attack
So I know they don't care about my request to prevent others from the same experience because property is still advertised
$dollars a night in "HotDollars" is unacceptableI'll never patronize Hotwire again so what good would HotDollars do for me? Additionally, $HotDollars for a $U.Sdollar room is unacceptableit's insulting
Middle ground: I understand I can't be the voice of reason for Hotwire by asking then ti remove the misrepresented propertySo, I imagine all I can expect is a full refund
Thank you Revdex.com
*** ***
Final Business Response /* (4000, 13, 2015/06/21) */
June 21,
*** ***
XX-*** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Presidio Inn in San Francisco, CaliforniaWe understand that you were unhappy with your stay, as there was construction going on near the hotelWe regret any discomfort or inconvenience this situation *** have caused
At Hotwire, we get our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable
Per our records, we have verified that this matter was not brought to our attention at the time of the reservationBecause contact was not made to us until after the reservation was used, please understand our options are limitedWe recognize this situation is less than ideal and do our best to work with our customers if issues like this ariseThough we are not able to provide a full refund as the reservation was used, we have added HotDollars to your account for the disturbance, and we are confident this is an equitable compensatory amount
Our decision remains, we are not able to honor your request for a full refund
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
Final Consumer Response /* (4200, 15, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***:
I did call Hotwire three times, as my phone record shows, but Hotwire doesn't return phone callsThat's why I contacted the Revdex.com I know they provide excellent customer service
Everything in life is negotiableHotwire created their own refund policy and they can modify it or change it as neededOther travel agencies, just like Hotwire, do it all the timeOf course, usually, not without stalling or trying to hold on to customer's money for as long as possible
You needn't try to minimize my very bad experienceThe "Big Dig" was not " near" the Inn it's right in your face, as my photos show
Let's not forget that Hotwire continues to MISREPRESENT what it offers with an outdated photo of what people think they are paying forThe fact Hotwire still has that photo up is DECEITFUL to your mislead consumers
Own up to itThe oneness is on HotwireIf your argument is that I didn't contact you prior to the end of my 2-day stay try another argument; that one doesn't work
Lastly, aside from advertising, and unfair and deceptive business practices, your front line should be proactive and call customers back and not hang up on them
Hotwire, do the right thingEverything in life is negotiable, remember that
*** ***

Initial Business Response /* (1000, 5, 2016/02/01) */
February 02,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: 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 case number XXXXXXXX) regarding a flight reservationWe understand Mr*** is requesting a refundOn January 28, 2016, we were unable to contact Mr*** to acknowledge receipt of their Revdex.com complaint, due to the phone number he provided was invalid
Our records reflect on January 18, 2016, the customer self-booked a flight reservation using Hotwire.comTravel is on Air Canada, departing February 05, 2016, from Vancouver British Columbia, Canada to Calgary Alberta, Canada, and returning on February 08, 2016, from Calgary Alberta, Canada to Vancouver British Columbia, CanadaThe customer is stating he was quoted in Canadian Dollars but was charged in US dollars
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itineraryIt is our customers' responsibility to review all rules and regulations prior to booking any travel
We can confirm Mr*** contacted us on January 19, 2016, to void his flightAs the courtesy void period was the same day the customer booked the reservation our agent advised the reservation was outside the void timeframeThe agent did offer to cancel the booking, and advised the customer that he would receive a flight creditThe customer declined
Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsEach airline has its own specific set of policies and procedures as does each ticket purchasedAir Canada was the operating carrier and merchant of record (the entity that received the customer's funds and the company charging the customer's credit card)Based on the fare rules, the ticket is non-refundable and a change fee of $will be imposed for changesWe hope the customer understands we must abide by the airline policyAs a result, we are unable to honor his request for a refund
Mr*** has also noted the website changed the currency from Canadian to USWhen using the website, we do give our Canadian customers the ability to change the currencyHowever, the website does advise the rates will be quoted in US currencyWe regret any convenience this matter has caused
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, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
nobody contacted mephone number is valid.XXX-XXX-XXXX
2.I am not looking for refund, just to pay amount on my bill in CAD
Main reason I noticed discrepancy is because Hotwire DID NOT send me confirmation in a timely matterONLY WHEN I CALLED THEM ASKING FOR THE CONFIRMATION, THEY SENT IT TO ME, BUT IT WAS TOO LATE TO CANCEL by then and I was not interested in a credit with Air Canada as I don't fly too often and not with Air Canada
Final Business Response /* (4000, 9, 2016/02/23) */
February 23,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Case #: X-XXXXXX
Dear Revdex.com:
Thank you for forwarding the Revdex.com consumer rebuttal from Mr***We regret to hear Mr*** did not accept our response and/or resolution offered
As previously advised, Hotwire makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review including the final payment screenWhen using the website, we do give our Canadian customers the ability to change the currencyHowever, the website does advise the rates will be quoted in US currencyAs a result, we are unable to honor Mr***'s request to change the currency amount he was charged
Mr*** is also stating he did not receive his confirmation email in a timely fashionOur records reflect a confirmation email was sent to the account linked to ***@hotmail.comOften times, we advise our customers to check their spam folder as some email providers will direct unfamiliar emails to this folderWe regret any inconvenience he encountered in resolving this matter
We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service
Final Consumer Response /* (4200, 11, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THEY DID NOT PROVIDE ANY RESOLUTION.LAST TIME THEY CLAIMED THEY CALLED ME TO RESOLVE.NOW NEW EXCUSE:THEIR E-MAIL VENT INTO MY JUNK FOLDEROK, IT IS EASY TO PROVESEND ME COPY OF YOUR E-MAIL DATED SAME DAY AS I PLACED AN ORDER.I HAVE COPY OF THE E-MAIL DATED MORE THEN HRS LATERAGAIN: AIR CANADA, WITHIN CANADA, I PICKED CAD DPLLARS AS CURRENCY ON THEIR WEBSITE.GOT QUOTE WITH NO CLEAR INDICATION OF CURRENCY.CONFORMATION RCEIVED ONLY AFTER MY PHONE CALL, WHEN IT WAS TOO LATE TO CANCEL.IF THIS IS NOT A FRAUD, WHAT IS???

Initial Business Response /* (1000, 5, 2015/11/18) */
November 18,
*** ***
*** S*** St
*** ** 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 B Ocean ResortI understand you are dissatisfied with your recent hotel reservationSpecifically with its star rating and the reviews you read onlineAs such, you requested for a refund
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIn the event you have any concerns upon arriving, we recommend contacting Hotwire Customer Care at 1-866-468-(HOTWIRE)Our associates are available 24-and are dedicated to answering any questions you *** have before or after you make a reservation
Based on your concerns regarding the condition issues at this hotel, I further researched the propertyI read reviews on numerous sites and while I did find some concerning the hotel's condition, I did not find trend of reviews surrounding the property's conditionRather, I found the most recent reviews were favorable citing the hotel's friendly staff, cleanliness, location and quality
With that information, I am unable to honor your request for a 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, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a very poor response to my complaintThe condition of this hotel is not represented accurately on the Hotwire site and I have been deceivedFurthermore, I have received extremely poor customer serviceThe first contact I made to Hotwire was a canned response offering zero reliefI can not rely on the services they provideI then sat on the phone for nearly min waiting to speak with a customer service agent about the matterThen after requesting to speak with a manager I was put on hold for another min, only to never be connectedI would never recommend Hotwire to anybodyIn fact I would suggest that people steer clear of Hotwire because the product they offer is incredibly poor
Not surprisingly they are now using this response that their definition of '4-star' does not have a national standard, so they don't have to live up to the expectationHowever, this doesn't change that the business is still engaging in deceptive practices and offering a subpar product for a premium rateFor the same price in the same location on the same days we were able to get a better hotel on PricelineHowever, I chose to try out Hotwire, to see if they offer a better productThis is now a $decision that was not good
Final Business Response /* (4000, 10, 2015/12/01) */
December 01,
*** ***
*** S*** St
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with B Ocean ResortI regret you remain dissatisfied with the handling of your situation given the negative reviews you read online
As previously mentioned, 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 situationIn 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 review
In addition to our promise, we've checked reviews on TripAdvisor as well as other review sites including our Hotwire reviewsAll the sites show trends of great reviews pertaining to B Ocean Resort's friendly staff, cleanliness, location and quality
I encourage you to check in to this hotel and see if it is acceptableIf you arrive to conditions that do not meet your expectations, you can call us and we will work with the staff to meet your needs
Based on that information, our decision to not refund your reservation remains final
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, 12, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be checking into the hotel todayI would like to have a couple days to complete my vacation and then respond to the conditions of the hotel

Initial Business Response /* (1000, 5, 2015/06/25) */
June 24,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concerns, as sent through the
Revdex.com, regarding your car booking with Hertz, to be picked up July 9, We understand that you are requesting a refund and a written apology for the service you experienced from our customer representativesWe apologize for any frustration this *** have caused
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a Hot Rate car reservation, the booking details and payment information are sent directly to the agencyRegardless of whether or not the reservation is used, we are charged and for this reason, we are typically unable to change, modify, or refund Hot Rate reservationsHowever, we do understand some events are beyond the customer's control and allow for additional options under extenuating circumstances
We understand that your flight had a schedule change and that change would not work for youYou cancelled the flight with the airline, and booked a new flight which worked better for youNormally in these instances, due to you having booked a brand new flight, we would not have any options available to assist youHowever, one of our agents did go above and beyond, with cancelling the car booking and giving you a credit of $138.81, that was good for one year for another Hotrate booking with HotwireWe see you used the credit to create a new car booking on June 21,
We do apologize if the customer service you received was less then exceptionalHere at Hotwire, we pride ourselves on customer service and strive to exceed our customer's expectations
Based upon the previous information we will not be honoring your request for a refundWe appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire has not addressed the poor customer service escalation practices that they have in placeI was on the phone for over two hours and was unable to reach a manager that was willing to hear my complaintWhen the manager that called me back left a message, only the generic Hotwire customer service phone number was providedThis shows a lack of personalized customer service, and a disregard for the needs of the customer
Also, in ***'s response he states that Hotwire has a commitment to their partner companies that cannot be brokenI had a manager from Hertz on the line with me for minutes of the ordeal and he was asking for Hotwire to cancel my reservation and refund my moneyThe fact that I continue to be told that Hotwire was acting on obligations to Hertz is simply untrueHertz wanted me taken care of more than Hotwire did
In addition, I asked the representative who supposedly went above and beyond and gave me a credit on my account why the previous representative have me a different answer, and her response was that she didn't know whyIf she was truly going above and beyond she would have told me that's what she was doing
I re-used the credit that I was given by Hotwire because I did need a car rental for my trip, and what else was I going to do with it? Isn't that the point of a credit? I will never book with Hotwire or Expedia again, and that will lose them thousands of dollars each yearIt's funny to me that a loyal customer requesting a $refund is turned down, thus losing the company thousands, and even more than that since I used to regularly direct people to use their services and will now be doing the opposite
The middle ground I am seeking is for someone from Hotwire's corporate office to contact me for a phone conversationI would like the opportunity to explain to them the experience that I had, share with them the point of view of the customer when using their services and provide me with an explanation that doesn't effectively dodge the point of my complaint
I would think they would want to know what their customer experience is likeThat understanding is what moves companies from Good to Great, or in this case...terrible to good
-***
Final Business Response /* (4000, 9, 2015/07/14) */
July 14,
*** ***
*** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your car booking with Hertz for July 9, to July 12, 2015, picking up at*** *** International AirportYou state in your second correspondence that we did not address your concerns regarding the customer service issues within your initial complaintAs a result you are requesting a full refund in addition to the duplicate amount previously received in HotDollarsAslo, you would like call from corporate so you *** give additional feedback of your experienceI apologize for any frustration this *** have caused
As requested in your correspondence a call was placed to the phone number located in your Hotwire accountUpon the return of the voice mail left for you, a Corporate Customer Relations agent will take your feedback as well as take steps to have your issues looked intoWe take customer feedback seriously and look forward to speaking with youAt the time research is completed, your request for additional compensation will be determined
We look forward to your call and regret your experience with Hotwire was anything less than exceptional
Sincerely,
***
Hotwire Corporate
Customer Relations

March 23,
*** ***
*** *** Street
***, ON *** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Holiday Inn New York City - Lower East SideI regret you remain dissatisfied with the previous information we provided
As previously mentioned, in the hotel industry, there is no national or international standard for hotel rating systemsWe follow Expedia’s rating system and downgrade based from our actual customers’ feedback
In addition, upon selecting a Hot Rate 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 that some brands feature hotels in more or less than one star rating category
To better understand your concerns, I further researched the property, I read reviews on numerous sites and I found the most recent reviews were favorable citing the hotel’s friendly staff, cleanliness, location and qualityWith that, we are confident that the hotel you received reflects the qualifications of a star property
Based on the information above, our decision to not refund your reservation remains final
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 8, 2015/09/13) */
September 13,
*** ***
** *** St
*** ** 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 at the Riu Palace Cabo San Lucas All Inclusive Hotel for cheJune 13, and check-out June 18, We understand that you did not receive the 50% refund that was offered due to issues with your reservation; as such you are requesting a full refundWe regret any frustrations this *** have caused
We sincerely apologize for having to call multiple times in order to resolve this booking for youOur agents are trained to assist our customers with whatever issues that occurWe can assure you this experience is not typical of what our customers can expect when booking with Hotwire
Your account has been reviewed and based on our previous correspondence we won't be honoring your request for a full refundAfter we received your complaint in our corporate office, we were able to immediately get the 50% refund that we offered processed in the amount of $back to the card that was used for the bookingFor your inconvenience we have also added a HotDollar credit on your accountOne HotDollar is equivalent to one U.Sdollar in value when used for any future booking on the Hotwire site for a Hot Rate(r) Car or Hot Rate(r) Hotel, and are available for one year from the date of issuance
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

July 4,
*** *** ** *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through Hotwire and the Revdex.com,
regarding your car reservation with ***I understand your dissatisfaction caused by the rental agency not having your car available at time of pick upAs such, you are requesting a reimbursement between the difference in rates of your original and alternate car booking
We recognize your experience was less than idealWe sincerely apologize for the inconvenience this has caused you
Unfortunately, overbooking does occur occasionally in the car industryIn such situations, we ask our partners to do their best to accommodate customers into alternate vehicles
We understand that you rented from another supplier since the rental agency did not have any cars available at that time
Based on that information, we are more than happy to honor your refund requestKindly provide us with the final receipt from the alternate supplier reflecting the total amount you paid with themYou may send it to ***Please be advised, we will review the receipt to confirm the amount of your refund and this process may take to business daysWe will reach out once the review is completed
Should you need to reach us out, you may call us at *** *** * *** or you may e-mail us to the address provided aboveWe are open Monday to Sunday from 7:AM PST to 9:PM PST
Our goal is to exceed your expectations; we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office