Hotwire

Initial Business Response /* (1000, 5, 2015/07/02) */
July 2,
*** ***
*** *** *** Road
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mrs***:
We are writing in response to your correspondence with Hotwire
and the Revdex.com regarding your reservation at the Jonathan Edwards MotelYou are stating that this hotel has poor online reviews; the room was dimly lit, and was not cleanAs such, you are requesting that we provide you with a refund totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Allow us to assure you Hotwire thinks cleanliness is important; as such we did further investigate reviews pertaining to the Jonathan Edwards MotelWhile we did find some reviews citing concerns; we also found that several of the most recent reviews were very favorable citing the hotel's management, cleanliness, and furnishings
You state that the room that you received was not clean, so you found a new hotelUpon further review we have determined that the room you were provided was both clean and safe
Due to the information provided above we will not providing you with 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

Complaint: ***I am rejecting this response because: I called my financial istitution while on the phone with HotwireMy financial institution verified that the funds were available and that they had released funds to HotwireHotwire was the one having issues with their siteOne of the represetitives I spoke to from the many times I called stated that they had issues with a glitch on their website for a couple hours and that was the reason why I may not have gone throughMy bank did all they had to do and the release of funds was not in their handsHotwire kept both reservation funds on hold and I was unable to book elsewhere until the funds were release several days laterI had to pay over $per night per room because of this issue. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/01) */
December 01,
*** ***
*** *** *** *** ***
*** ** 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 Extended Stay America ChicagoI understand you are dissatisfied with you recent hotel booking because you did not get a hotel close to O'Hare International AirportAs such, you requested a refund
After reviewing your reservation, I confirmed you booked a Hot Rate(r) hotel with the help of one of our Travel SpecialistsFor Hot Rate(r) 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 roomsThis is to provide the lowest guaranteed rates for our Hot Rate(r) hotels
Allow me to assure you our agents are trained to ensure they are recapping booking details before completing a reservation; including travel dates and locationIt is of much regret if there was any miscommunication with Hotwire Customer Care while booking your hotel
In addition, before the booking is complete we provide a map that defines the area in which the hotel can be locatedIn your case, the area selected was "O'Hare Intl Airport ORD South, Illinois." I assure you the Extended Stay America Chicago is located within the green shaded map defining that area
Based on that information, I am unable to honor your refund request
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, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service provided by Hotwire is to sell hotel rooms at a discountIf the CSR would have told me that it could be refunded if I went to the Emergency Dept of a hospital or if I had bought insurance I would have so as to not lose the $I specifically told the CSR that there was no possible way for me & my year old daughter to get to Elmhurst IL and that the taxi would cost about $to get there from downtown ChicagoI was told that the reservation could be changed if I gave Hotwire an additional $It seemed totally dishonestIt violates my civil rights as I believe as a woman I was given less attractive, hard to sell motel rooms because my male friends who used Hotwire got very attractive downtown Chicago hotels for the same price, 25th floor view of the river, not the boon docks like was foisted off on me because I'm a femaleI believe the CSR purposely sent me to difficult to sell middle of no where motel because everyone at Hotwire call center is pressured to sellIt was physically impossible to get thereHow can you sell a room that someone cannot get to?
Final Business Response /* (4000, 9, 2015/12/23) */
December 23,
*** ***
*** *** *** *** ***
*** ** 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 reservation with Extended Stay America ChicagoI regret you remain dissatisfied with the handling of your situationI understand you are unhappy because you did not get a hotel close to O'Hare International Airport
For all Hot Rates Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold rooms
Additionally, a disclaimer provided by our Travel Specialist which you agreed to before completing the reservation as follows:
"After you book, the hotel's name and address will be revealed."
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotelsTo obtain these deep discounts some booking details must remain anonymous until the booking is completeTherefore, our product offerings *** not always meet the needs of every travellerPlease note, if there's a need of a specific location, I strongly suggest you book a specific hotel with our Hotel options
To better understand your concerns, I completed a search using your preferred location and found an area that is closer to the airport which is "O'Hare Intl Airport ORD South area Hotel"
Based on the information above, our decision has not swayedI am unable to honor your request for a refund
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They lie

May 5, *** *** * *** * *** ** *** ** *** 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 La VillanellaI regret you remain dissatisfied with the previous information we provided As previously mentioned, the area you selected at the time of booking was "Sorrento - South Coast, Italy"The map area is another clear indication that a customer may receive a property anywhere in the mapped location Upon further review, I read numerous reviews about this propertyI found the most reviews were favorable citing the hotel’s friendly staff, cleanliness, location and qualityWe are confident the current 4.0-star rating of this property is an accurate reflection of its overall qualityAs such, our decision to not refund your reservation remains finalWe appreciate your business and regret your Hotwire hotel experience was anything less than exceptionalBest regards, *** *** Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16,
*** ***
*** N *** Avenue ***
*** ** 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 Hilton Waikiki BeachWe understand that you found a lower rate for this booking on TripAdvisor and as such, you are requesting a refund to be processed under our Low Price GuaranteeWe regret any concern or inconvenience this *** have caused
We assure you we work hard to negotiate the lowest rates with our partnersThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesWithin hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates
Upon review, we see that you contacted Hotwire on July 5, to submit a Low Price Guarantee claim, as you had found a lower rate on the TripAdvisor siteYour claim was denied, as our agents were not aware that TripAdvisor had recently begun to accept bookings through their site
We attempted to recreate your search to see the lower rate you found, and the lowest rate, including taxes and fees we were able to find for a room to accommodate four guests on the night of September 6, at the Hilton Waikiki Beach was $Your Low Hotwire rate, including taxes and fees, is $As such, we are not able to honor your request for a refund under our Low Price Guarantee
However, as you were provided misinformation by our agents, we recognize our error and have provided compensation in the form of HotDollars added to your accountEach HotDollar is equal to one US dollar on the Hotwire site, and can be used toward any Hot Rate hotel or Hot Rate car rental reservationHotDollars will expire exactly one year from the date they are applied, in this case, July 16, You must be logged in to your Hotwire account to use themThe option to use this credit is located on the last page of the booking process right above the billing informationOnce you check mark the box that says "Yes I would like to use my HotDollars" it will automatically deduct that amount from the total costYou will also receive an email with more information about your HotDollars at the ***@gmail.com address associated with your account
We strive to exceed our customers' expectations, and we regret that your Hotwire experience has been 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 /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The difference I was looking at was $10, the $exceeds that of which I was looking for

Initial Business Response /* (1000, 5, 2015/07/02) */
July 2,
*** ***
*** *** *** ***
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***:
We are writing in response to your correspondence with
Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Hyatt Place GreensboroSpecifically, you are stating that Hotwire booked you into the wrong stateAs such, you are requesting that we provide you with a refund or credit totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
As you have stated that Hotwire booked you into the wrong state we have reviewed this reservation and have found that this booking was not made by a Hotwire Customer Care agentPlease understand that one of the ways we are able to offer such low rates is because once a reservation is made we guarantee that it will be used as booked, this is why we do not offer any changes, exchanges, or refunds for hot rate bookings
Based upon the information above we will not provide you with a refund or credit totaling $We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Corporate Customer Relations
Hotwire Corporate office

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, *** ***

May 27, *** *** *** ** *** *** *** ** *** In response to Revdex.com Complaint ID *** customer e-mail address *** Dear ***, I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel
reservationAs you indicated, I understand you were advised by one of our travel specialist that you can get a refund of your hotel reservation I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information: - First and last name of the Primary guest- Email address used to complete the reservation- 10-digit Hotwire Itinerary Number Once we receive this information, we will be more than happy to research further. Best regards, *** *** Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 8, 2016/02/16) */
February 16,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com ID number XXXXXXXX) regarding a package reservationWe understand the customer is unhappy with the customer service received while changing his reservationOn February 13, 2016, we contacted Mr*** to acknowledge receipt of the Revdex.com complaint
Our records reflect that on June 25, 2015, customer self-booked a round trip flight reservation for one traveler using Hotwire.comThe flights were operated by American Airlines, departing on ***
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $per passenger *** be chargedIn addition, the customer would be responsible for any difference in fareWe hope you understand we must abide by the vendors restrictions
On January 25, 2016, Mr*** contacted Hotwire requesting to change the dates of his flight reservationOur representative assisted the customer in changing his departure and return datesMr*** was advised he would be charged a total of $to change the ticketWhile processing the change, the agent advised Mr*** that American Airlines changed the prices in our systemThis caused an error and delay in the system, which prevented the agent from changing the tickets at the previous rate quotedOnce the system was accessible, the price had dropped and Mr*** was advised that a total amount of $will be charged to change the reservationOur records also reflect that during the transaction, Mr*** credit card was declined
We can confirm Mr*** also contacted us multiple times, since this change was made, regarding his experience when exchanging his flight and the price discrepancyOur goal is to provide not only excellent customer service, but an excellent customer experienceHotwire would like to express our apologies for the inconveniences and frustrations the customer experienced in resolving this matterAs of February 16, 2016, Hotwire has processed a refund for the price difference quoted to Mr***A refund in the amount of $was processed back to the original form of payment
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service

Initial Business Response /* (1000, 5, 2015/08/14) */
August 14,
*** ***
***
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 recent booking with the Crowne Plaza in Orlando Florida on December 27, We understand you feel this booking was not the hotel you agreed toWe regret any frustration this situation *** have caused
I can provide you with some more information about how our rates workHot Rate(r) Hotels are booked based on the star rating, neighborhood and other details and so the crossed out rate we show before booking is an example based on published rates for similar hotels
The savings are 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 datesRates change regularly in the travel industry and we regularly check rates on other travel sites to ensure you are getting a great deal, backed by our Low Price Guarantee
In order to secure our low rates, our agreement with our hotel partners is that reservations will be used as bookedFor this reason, reservations cannot be changed, transferred or refundedYou can find our full Terms of Use by visiting http://www.hotwire.com/travel-information/terms.jspThe terms of the booking are what allow us to offer the great rates you see on our site and for this reason; your reservation must remain confirmed with the original details provided at the time of booking
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope to have the opportunity to better serve your needs in the futureFor any other issues we can assist you with, please feel free to reply to this email or contact us directly at 1-866-HOTWIRE (XXX-XXXX)Thank you for choosing Hotwire
Sincerely,
***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased a hotel room (arrival date Dec27, 2015) due to advertising/ misleading informationHotwire claimed that the hotel was $and that it was 62% offHotwire also claimed that the hotel would be similar to Hilton, Omni, Intercontinental, and Hyatt on their webpage before I made my purchaseAfter I made my purchase, I didn't receive anything like what Hotwire claimed I would receiveThe hotel was not $a night but a Crowne Plaza of $instead$is the regular rate at Crowne Plaza which means Hotwire did not offer me any discount at allPlease refund me the amount I paid
Final Business Response /* (4000, 15, 2015/08/26) */
August 26,
*** ***
*** 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 Crowne Plaza Universal Orlando on December 27, in Orlando, FloridaWe understand that you preferred a different result for your recent Hot Rate(r) Hotel booking, and are seeking a cancellation and refundWe regret any confusion experienced while booking this reservation
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationPlease allow us to clarify how the savings promoted on our site is determinedWe strive for clarity on our siteTo ensure this we provide the following disclosure at the bottom of our site:
"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 fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention
We are confident that Hotwire has the lowest rates available, backed by our Low Price GuaranteeIf, within hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the ratesWe have reviewed your account and can confirm that the rate offered when booking directly with the hotel was more expensive than the rate charged by Hotwire
We obtain our 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; for this reason we are unable to refund Hot Rate hotels
Based on the above information we won't be honoring your request for a refund
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptionalIf 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, 17, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on your response, Crowne Plaza Orlando Universal has never had a price of $and the cross-out rate of $(with 62% off) on your website is a median rate from its class
I am not satisified with the class of Crowne PlazaPlease honor a refund request to an extremely unsatisified customer with your product

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, 5, 2015/08/20) */
August 16,
*** ***
*** ** *** *** Drive
*** *** XXXXX
Re: Revdex.com Case #: XXXXXXXX
Itinerary # Number: XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as
sent through the Revdex.com, regarding your booking at the Peppermill Empress Inn on August 19, in Centralia, WashingtonWe understand that you disagree with our star-rating at this hotel as a 2.5-star and as a result, you will like Hotwire to refund this reservationWe regret any inconveniences that this *** have caused you
As there is no standardize star-rating that all the travel sites follow, at Hotwire we get our rating by incorporating the Expedia star-rating and based on customer reviews the rating can be increased or decreasedHotwire sends out a post stay survey to all our customers that book hotels through usWe received responses from the surveys that we sent out at this hotel and this hotel received recommendations from our customers that stayed thereIt received average scores of out of for room condition and cleanliness, and for quality of serviceWe stand by our star rating
Hotwire ensures our hotel partners will provide a clean room in working orderWe evaluate our hotel partners property, not the surrounding areasIn the future if you wish to avoid specific location, we offer hotels that that display the name and address of the hotel before booking by searching on the Hotel tab on HotwireThis type of reservation is not as deeply discounted at the Hot Rate(r) hotels offered, but we still offer a Low Price Guarantee for this propertyIf you can find a lower rate for the same hotel and room type on any website, Hotwire will refund the difference in the cost
At Hotwire, we obtain the deeply discounted Hot Rates in exchange for guaranteed payment to our partners, whether the reservation is used or notFor this reason, all Hot Rate 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 conditions
Based on the above we will not be providing compensation as requested
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an extremely deceptive practiceThere *** not be a standard, but ALL of the other top hotel sites are consistent with their ratings, so why would yours be different from top-rated sites, unless you were seeking to deceive your consumers? If your criteria for picking a hotel is solely based on star ratings and location, than the star rating needs to be consistent with your competitor's ratingsWe ended up staying at the hotel since we did not receive a response before our dates of travelI assure you, this hotel did not earn the extra ratings you gave it, and I highly doubt others rated it highlyWe had a broken lamp, a very weird smell, and loud freeway noiseThe bed was curved and uncomfortableI asked the front desk if my car was safe, and she responded "well since it is girls who work here, the cops come by and check on us a lot." Not reassuringBy your logic, a Hotel could be rated as a 4-star hotel if you deem it worthyThis is misleading and poor business practices
Final Business Response /* (4000, 9, 2015/08/27) */
August 27,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your recent stay at the Peppermill Empress Inn on August 19, in Centralia, WashingtonWe understand you disagree with our star rating for this location and have concerns regarding the condition of the hotelWe regret any exasperation this situation *** have caused
Here at Hotwire we determine Star Rating by first incorporating Expedia's rating for the hotel; then we adjust the rating up or down based on direct customer feedbackWith our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what the "right" star rating for a particular hotel isThe feedback we've received for this property is a as determined by Hotwire customer surveys
When there is a concern with a hotel, we encourage you to first work with the hotelIn order to provide immediate assistance, we ask that the guest call us at the time of the concern, should they believe it has not been resolved to our standards of a "clean and comfortable stay." This allows us the opportunity to work with the hotel and to request that our mutual guest be moved to a room that meets the clean and comfortable stay policyShould the hotel partner not be able to accommodate the "clean and comfortable stay", we are able to work with you for a solution
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
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not propose any solutionThey only continues to justify their poor practices

Initial Business Response /* (1000, 5, 2016/01/31) */
January 31,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXXX
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 XXXXXXXX) regarding charges for an upcoming itinerary booked through Expedia.comWe understand Ms*** felt that Expedia placed duplicate charges on her accountOn January 31, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on January 11, the customer accessed Expedia.com and self-booked Itinerary # XXXXXXXXXXX which included two round trip flights from Los Angeles, California to Sydney Australia departing on Wednesday, August 17m and returning on Tuesday, September 6, The itinerary also included the purchase of Trip Protection InsuranceThe itinerary total was $for two round trip flights and $for insuranceOur records further reflect one charge of $and one charge of $was debited from the customer's account on January No duplicate charges were made on the customer's account
When customers attempt to make online purchases, the vendor's accounting system will electronically contact their bank or credit card companies' system to validate the account is activeAt that time, the bank or card company may put a hold on the amount of funds the customer is attempting to spend, in anticipation of the vendor debiting the account for the purchaseThese bank placed holds are called Pending AuthorizationsWhen a purchase is finalized and a vendor is paid, the bank should release the pending authorization, however there are times when the bank does not do so immediatelyThis can cause the customer to believe a company has charged them more than once
Although vendors such as Expedia do not request these holds be placed, we can only contact the customer's bank or Card Company, and ask that they release the hold immediately, at the customer's requestWe cannot force a bank or credit card company to release a pending authorizationBanks require our agents have the customer on the phone when making this requestTherefore, a customer that has a pending authorization would need to call 1-800-EXPEDIA (XXX-XXXX) and ask to have the authorization removedThey will be transferred to an agent who can assist by calling their bank or card company and asking for release of the holdMost companies will release the customer's funds at Expedia's request, however; some have rules that require the hold to remain for a period of time set by the financial institution
Expedia regrets any inconvenience this matter has caused our customer, however we do not show any duplicate or unapproved charges being debited by ExpediaIf the customer still needs assistance with the removal of pending authorizations, they should contact an Expedia customer service agent for assistance,
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 Business Response /* (1000, 14, 2016/03/02) */
March 2,
*** ***
***
***
***
Dear ***,
Thank you for the opportunity to address your concerns as sent through the
*** regarding your reservation with Barcelo Bavaro Palace Deluxe All Inclusive ResortI understand you are dissatisfied as you still have not received your refund from your Low Price Guarantee claimWe apologize for the inconvenience this has caused you
After reviewing your account, I confirmed we have issued the refund on February 18, in the amount of USD Refunds typically take to business days and is up to your financial institution as to when the funds will be available for usePlease accept our apologies along with HotDollars added in your account under *** as compensation for the delayHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) CarsYour HotDollars are valid for up to one year, expiring on March 1,
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

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

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

Initial Business Response /* (1000, 7, 2015/07/19) */
July 19,
*** ***
*** *** *** St
*** *** CA XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms***:
We are writing in response to your correspondence with
Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Comfort Inn Jamaica, NYSpecifically, you disagree with this hotels star rating; as such, you are requesting that we provide you with a full refund totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Please understand there is no standardized star-rating, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stayBased upon surveys completed, this property has been given a rating of starsWe are confident that our star rating is correct for the Comfort Inn Jamaica, NY
Regardless of Star Rating, we do expect our hotel partners to provide a clean and safe roomIf your room does not meet these specifications and the hotel is not able to work with you, please contact our hour customer service team at 800-HOTWIRE (XXX-XXXX), so we can work with you to find a solution
Based upon the information provided to you by our customer care team, supervisors, and the above information we will not provide you with a refundWe 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, 9, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire states that there is no standardized star rating and uses that to justify calling the comfort inn a star hotelHowever, if you take the time to view the attachment I added you can clearly see that Hotwire gives the comfort inn a star rating, not three starsThey assigned me a star hotel when I was guaranteed a star hotelI have provided ample evidence to prove this fact and feel that I deserve a refund or that hotwire's Revdex.com rating should be affected appropriatelyI have spent over three hours on hold with hotwire's customer service trying to sort this outThat is time I will never see again and I don't see how spending more time on hold will help the situationPlease take the time to at least view the attachments that I added before respondingIt is Hotwire's star rating not expedia's or anyone else'sIt is irrelevant that star ratings are not standard
Final Business Response /* (4000, 11, 2015/08/05) */
August 5,
*** ***
*** *** *** ***
*** *** *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Miss ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Comfort Inn Jamaica, NY on July 14, We understand that you were unhappy with the star rating of the property for this reservationAs such you are seeking a refund for this reservationWe regret any frustration this situation *** have caused
Hotwire has reviewed the information you provided for your stayThe hotel included in the screen shots was not the Comfort Inn Jamaica, NYI have researched the property that you were scheduled to stay at, and found the Comfort Inn Jamaica, NY has a star rating on Hotwire.com when booked on our hotel tabs
Because this is less than the star rating promised at the time of your Hot Rate(r) booking, Hotwire will refund this reservation in fullBecause of the miscommunication, Hotwire has determined to compensate your account with HotDollars, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) HotelInstructions on how to use your Hot Dollars will be sent by email
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 /* (2000, 13, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund for being assigned a hotel rate below what was guaranteed

Initial Business Response /* (1000, 5, 2015/07/08) */
July 8,
*** ***
*** *** Drive **
*** ** 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 Super - Santa Clarita ValenciaWe understand that you were unhappy with your stay, as you were assigned a room with one king bed and the bed was hard; your preference was for two king beds and a soft mattress, as you have screws in your backYou also state that it was not in your preferred location, in close proximity to the *** *** *** *** HospitalAs such you are seeking a refund for your stayWe regret any discomfort or inconvenience this *** have caused
With a Hotwire great low Hot Rate booking the exact street location is not revealed until the booking is completeIt is important for our customers to review the map correlated to the area selected during the booking processThat map defines the area in which the hotel can be locatedIn your case, the area selected was "Valencia - Six Flags Area - Santa Clarita, California." We assure you the Super - Santa Clarita Valencia is located within the green shaded map defining the Valencia - Six Flags Area - Santa Clarita, California area
Our partners will do their best to make your stay as comfortable as possibleIf there is an issue on arrival, we ask that you call us immediately, so we can work with the hotel to meet your needsOur records show your first contact was on June 25, 2015, asking to change your reservationAt that time you were encouraged to check in, and if there were issues with the room, that you call us so we could work with the hotel to meet your needsYour next contact was June 27, 2015, the day of check-out, seeking a refund as you had not enjoyed your stay
Though we regret that you were unhappy with your booking, our options to assist you are limited by the fact that it was after the reservation date was passed *** you contacted Hotwire with regard to the condition of the roomWe contacted *** at the hotel, and were advised that there were no complaints registered by you with the front deskBecause we were not given the opportunity to assist you during the time of the reservation, 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 expectations
In consideration of the above, we are not able to honor your request for a refund of this reservation
In the future if you need a very specific location, we recommend that you take advantage of our standard ratesFor standard rates, hotel details, including the hotels specific location, are provided prior to booking and *** be refundable; cancellation policies vary by hotelThis type of reservation is best used by those who need to be close to a specific location
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 HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did tell the lady at the hotel that I asked for two queen beds, she said that is not what she was told and none were leftI contact them three time that same day per their requestI was put on hold for a very long time or transferred with no answerers
Final Business Response /* (4000, 9, 2015/07/16) */
July 16,
*** ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate reservation at the Super - Santa Clarita ValenciaSpecifically, you wanted queen sized beds; as such, you are requesting that we provide you a full refund totaling $We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Please understand that one of the ways we obtain our deep discounts is that some booking details; such as bed type, remain anonymous until the booking is completeWhile we ensure the property will accommodate the number of guests listed, we are unable to guarantee the number or specific type of bed that will be providedThese restrictions enable our partners to better manage their unsold rooms
Here at Hotwire we strive for clarity; as such before a reservation is finalized you are required to accept our Terms of Use, which state that "Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed." We have reviewed your reservation and have confirmed that it was made for adults and childrenThe king sized bed provided by the hotel is able to accommodate all of the listed guests
Based upon the information above and our previous correspondence we will not honor your request for a refund totaling $We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Corporate Customer Relations
Hotwire Corporate office

Complaint: ***I am rejecting this response because receiving a little more than $is insulting. I was late to a wedding!! I had to wait at the airport lobby for more than two hours with my family waiting to find another ride. I don't think you appreciate what an inconvenience this was. My time is worth more than $3. And honestly, I don't trust your company to want to use $Hot Wire dollars. Maybe you'll send me to a hotel that doesn't exist, an airline that is now defunct, or another car company without any cars. I can't take these kinds of risks with a family, when both my husband and I work and so any time away from our jobs is precious. And your company really ruined our weekend. Really, it's insulting.....*** ***

Initial Business Response /* (1000, 6, 2015/06/14) */
June 14,
*** ***
*** *** *** *** ***
*** ** 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 Figueroa HotelWe understand that you were unhappy with your reservation, as you feel the savings were not as expected, and you do not agree with the 3-star ratingYou also state you felt the location of the hotel was unsafe, you paid for parking off-site, the room was dirty, and you saw cockroachesBecause of these issues, you are seeking a refund for your stay, as well as reimbursement of the funds you paid for parkingWe regret any concern or frustration this *** have caused
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationPlease allow us to clarify how the savings promoted on our site is determinedAt Hotwire, we strive for clarity during the booking processTo ensure this we provide the following disclosure at the bottom of our site:
"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 fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention
With regard 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 Figueroa Hotel is a 3-star hotel on HotwireWe are unable to discriminate against hotels because of their surroundings or the neighborhood it is in
We have checked other well-known travel sites, and found the 3-star rating for this hotel to be consistentThe Figueroa Hotel is also listed as a 3-star on the following:
Expedia 3-star
Tripadvisor 3-star
Hotels.com 3-star
Booking.com 3-star
Trivago 3-star
Kayak 3-star
Priceline 3-star
Orbitz 3-star
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 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 reservationAfter checking with the hotel, there were no complaints registered by the front desk, and we were assured they do not have any issue with cockroaches or other insects at the propertyBecause 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 expectations
After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and areasFor our Hot Rates, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt the top of the list, we inform our customers of the "Hotels in our 3-star collection" with a list of examplesNext to the hotel examples, we are clear to note that the examples shown are not guaranteed as one of the hotels a customer *** receive when completing their reservation
In consideration of the above, we are not able to honor your request for a refund of this reservation and reimbursement of your parking chargesHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
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 customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations