Hotwire

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

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14,
*** ***
*** XXXXX
Re: Revdex.com # XXXXXXXX
Itinerary # XXXXXXXXXX and XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as
sent through the Revdex.com regarding your flight reservation with Delta Air Lines and your hotel reservation at the Shelburne NYC- an Affinia hotelWe understand that you are having hard time trying to change your flight and hotel dates, as such you are requesting to change the dates without any fees and penaltiesWe regret any frustrations this *** have caused you
First I would like to say here at Hotwire, we strive for excellence when providing customer service and regret if we failed to meet your expectations in this caseWe train our agents to provide accurate information and transfer our customers to the correct departments that can handle and resolve their complaints in a timely mannerWe have noted your concerns and will address the issues internally so we *** attempt to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
We recently made changes on how we service our flightsWe have a separate department that handle our flights booked before February 3rd and the flights booked afterYour flight was booked in January and will recommend you to call our hour customer care department at XXX-XXX-XXXX for flight exchangesIn order to exchange your ticket for a new travel date Hotwire must collect the exchange fees charged by Delta airlines, as well as the difference in the faresBecause we will need to collect financial information, this transaction must be done over the phoneFor faster service please provide your Itinerary number
Regarding the hotel reservation, you can add a night for yourself by going through the email confirmation we sent to youThere will be an option to extend your stay on that confirmation if the hotel has space availableIf you don't have the Itineraries, we have sent both confirmation emails to youYou can also call our customer service number XXX-XXX-XXXX, follow the prompts for hotels and let them know you will like to extend your stay and we would be happy to look in to it for you
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, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I can appreciate the rules of the airlines, I find it interesting that not once did the various "customer Service" agents bother to ask me the nature of my inquiryI was not even allowed to discuss on whether changing flights was possible until they found my reservation, which of course no one was able to do, despite being told by supervisors that they were transferring me to the proper department
I run a businessIf I had a customer experience what I went through - over hours on the phone talking to many people - I would offer some sort of business credit, not just lip service saying "we take our customer service seriously"
When I first started using Hotwire in its infancy, the only real competition then was Priceline, and Hotwire blew them awayI have used them every year you have been in existenceWith the pedestrian response you've provided, I *** not use them againThere are alternativesWord of mouth is powerfulSo are blogsYour reputation is at stake here
Again to recap, I was simply calling to inquire as to whether a change in flights was possibleIt was not MY PROBLEM that you changed reservation systemsBut you made it my problemNo one actually inquired as to why I was calling, or really listened to what I had to sayHonestly, the worst customer service experience I have ever experienced
Middle Ground offer? I charge my time as a consultant at $150/hrAs I spent a total of hours on the phone, that cost me $of my timeI don't know Hotwire, what CAN you do? Issue a Coupon or something of value that I can apply to my next hotel/flight booking?
Put your self in your customers shoesHow would you feel towards a brand? Again, I understand the airlines have change fees, fare rules, and the likeI have never had to previously inquire as to what was possible to change a bookingThe airline has changed my itinerary not once, not twice, not three times, but $ times since I bookedI had questions, and you couldn't even find my reservation, with one supervisor even challenging me that I did not make the reservation on HotwireI had to send her the confirmation email before she believed me
The more I go into this matter, the more disappointed I am with your response to this complaint
I certainly hope the customer service arm of Hotwire, which takes customer care "seriously", offers something of value, not just boiler plate lip service
Final Business Response /* (4000, 9, 2015/10/08) */
October 8,
*** ***
*** XXXXX
Re: Revdex.com # XXXXXXXX Itinerary # XXXXXXXXXX and XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding flight schedule changeI regret your dissatisfaction, as you received multiple schedule change for your upcoming tripAs such, requesting to extend the dates on your flight and hotel bookings
Schedule changes are common within the airline industry, and are not unique to Hotwire reservationsPlease note that it is beyond Hotwire's control everytime you receive a schedule change for your itineraryOur airline partners make every effort to maintain a consistent schedule, but they do reserve the right to make changes to these schedules for operational, commercial, or safety reasons
For your hotel booking, please be advised that in order to secure our low rates, our agreement with our 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
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 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

Initial Business Response /* (1000, 5, 2015/05/31) */
*** 31,
*** ***
*** 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 reservation with the Royal Albion Hotel in Brighton, UKAs stated in your correspondence, you disagree with the star rating for this property, as you saw a lower star rating on TripadvisorWe regret any concern or frustration this *** have caused
We would like to clarify how the star-ratings are assignedPlease understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customersOur customers provide Hotwire with over half a million hotel reviews every yearIf the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the ratingIf a large percentage of our customers think the star rating should be higher, Hotwire *** then raise the hotel's ratingWe assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis
At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
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 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
Based on the above information, your reservation with the Royal Albion Hotel stands as originally bookedWe appreciate your business and regret your Hotwire experience was anything less than exceptional
Sincerely,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reponse did not address the fact that trip advisor website had a different rating that the Hotwire tripadvisor ratingI consider this to be fraudIf they plan to use another sites rating then it should be the same as the original site's ratingBut what they did was have a rating higher that the referenced ratingI think this is very misleading
Final Business Response /* (4000, 9, 2015/06/24) */
June 24,
*** ***
*** 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 with the Royal Albion Hotel in Brighton, UKAs stated in your correspondence, you state that the TripAdvisor Traveler Rating was listed higher on the Hotwire site than on TripAdvisorWe regret any continued concern this *** have caused
We researched the issue in question, the TripAdvisor Traveler Rating as listed on the Hotwire site, and we can confirm that Hotwire has the Tripadvisor Traveler Rating listed as 2.5, as it is on the TripAdvisor site
We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the time of my booking, the property was listed at I do appreciate the fact that you have gone back and corrected your error but what remains that I contracted with you to purchase a property at one level and was given a property at another levelIf you boldly post on your website that ratings are not followed then that is one thing but you advertise a rating type and that you can get it at such a low price on your siteI think that this very misleadingWhen I purschased the room it was to be a three star and when I checked after purschase it was not

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26,
*** ***
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 booking with Hertz at
the Denver airport, pick up August 23rd, We understand that you were unable to rent due to medical reasons and have submitted documentationAlso, your daughter attempted to pick up the vehicle but Hertz did not have the reservationAs such you are requesting a refund of $We regret any inconvenience this has caused you
Here at Hotwire, we are able to secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our website will be used as originally bookedFor this reason, all reservations are booked as non-changeable and non-refundableHowever, Hotwire understands there can be emergencies that interrupt plans and we have policies to help under certain circumstances
When you called in on August 12th to let us know you would be unable to rent due to your medical situation, we advised we can provide a refund if we receive valid documentationThe itinerary was placed in to pending review, which automatically cancels the reservation, and is why Hertz did not have the reservation when your daughter attempted to pick it up
To date, we still have not received your documentsPlease confirm that you have our correct fax number ((XXX) XXX-XXXX) and that you included your Hotwire itinerary number (XXXXXXXXXX), or a print out of your confirmation emailYou are more than welcome to submit these in again if you are unsure if they were sent correctlyOnce we receive the documents, it can take seven to ten business days to reviewAt which point, we will contact you to let you know if you were approved for a refund
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns, please contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
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.....*** ***

March 9,
** *** *** *** *** *** *** *** ** ***
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 reservationI understand you are dissatisfied with your booking as you indicated you were charged more than what was quoted at the time of booking
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, 5, 2015/11/02) */
November 2,
** ***
*** 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 hotel reservation at the Quality Hotel Conference Center TylerI understand your dissatisfaction stems from arriving at the hotel only to find that the hotel did not have your reservationAs such, you are requesting for a refund and additional compensation due to the inconvenience you experienced
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold datesWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involvedIn the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer
In review of your account, I confirmed that you made a call on October 2, same day as your cheto report the overbooking situationYou were then offered rebooking, however the call ended without resolution
On October 15, you made another call to Customer Care to follow up on refundYou were then advised to send documents showing the charges from the alternate hotel which you booked on your ownWe confirmed that we received your hotel receipt and bank statement
Based on the above information we have approved a refund of the amount of $Hotwire issues refund within 1-business daysI suggest to please contact your issuing bank to check when this amount will be available
In addition to the refund, we have also manually credited $to cover for the difference in price, and for the inconvenience
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
*** ***
XXXX Xnd Avenue
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary number: XXXXXXXXXX
Dear Mr***:
Thank you for the opportunity to address your concerns, as sent through the RevDex.com, regarding your hotel reservation with Extended Stay America-Portland for July 24, We understand that this hotel was booked for the wrong dates
Per our phone conversation today, we have gone ahead and refunded you for this reservationThe refund typically takes 1-business days for the funds to return to your financial institutionAfter that it is up to your financial institution as to when the funds will be available
We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They took my moneyI wanted it back, and they have now given it backI don't want to deal with (or be reminded of the existence of) Hotwire anymore
-*** ***

Initial Business Response /* (1000, 6, 2015/06/24) */
June 24,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXX
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
Our records reflect that on March 9, 2015, Ms*** booked a Hotwire Vacation Package which included roundtrip flights to Las Vegas, Nevada and a four-night stay at the Hilton Grand Vacations Suites on the Las Vegas Strip from *** 10, through *** 14,
We understand from Ms***' complaint that her flight was canceled due to bad weather and the alternative flight option did not fit into her scheduleShe requested and received a refund for the airline tickets from the airlineMs*** stated that she was advised by the Hilton Grand that a refund for the lodging portion of her package would be issued in four days, but she has yet to receive it
On June 24, 2015, our office contacted the Hilton Grand to follow up on Ms***' requestWe were informed that the property manager approved the refund requestAs a result, we issued a refund of $to Ms***' original form of paymentRefunds like this usually take 3-business days to post depending on how quickly the customer's credit card company processes refunds
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, 5, 2015/10/27) */
October 27,
*** ***
** *** Place
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX
Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns with
Hotwire as sent through the Revdex.com, regarding your booking with the Bedford Plaza HotelI understand you are dissatisfied with your recent Hotwire booking and you are asking us for a refund because of the negative reviews you found online
At Hotwire, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in 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
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 arrive at the hotel and there are concerns with your stay the hotel staff is unable to resolve, please contact Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further reviewOur associates are available 24-and are dedicated to answering any questions you *** have before or after you make a reservation
Upon checking, you are given an option to rebook the reservation by one of our customer service agentsThis was completed on October 11, Hotwire issues refund within 1-business daysI suggest to please contact your issuing bank to check when this amount will be available
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 9, 2015/08/03) */
August 3,
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-XXXXXX
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 flight reservationsWe understand Ms*** is requesting to have the middle names of both passengers *** records indicate on July 9, 2015, the customer booked a flight reservation - itinerary XXXXXXXXXXX - using the self-service tool on the Hotwire websiteTravel is on **r ***, departing August 17, 2015, from ***, *** to ***, *** for two passengers
Upon further research, we were able to confirm on July 13, 2015, the customer contacted Hotwire to inquire about removing the middle initial from one ticket and adding a middle name for the other passenger's ticketAt that time Hotwire contacted **r *** to advocate on the behalf of the customerThe assisting representative advised that Hotwire *** notate the name correction in the customer's flight reservation records
Additionally, on August 3, 2015, Hotwire contacted **r *** regarding the customer request for the middle name correctionAt that time the **r *** representative advised that **r *** does not reissue new tickets when there is a middle name correction, the passenger's name *** be updated in the secured passenger *** section of the customer's flight reservations, which had been previously completed
After further reviewing this matter, we have confirmed the reservation was purchased by the customer or an authorized user on his account, without the assistance of an Hotwire representativeAt the time of purchase the customer was provided with the terms and conditions associated with flight changes and cancellations
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 your selection details on several pages for your review including the final payment screenWhen acting as their own travel agent it is each customer's responsibility to review the details of their itinerary prior to finalizing any reservation
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersEach airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved**r *** was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card)The change fees and increases in airfare are set and collected by the airlineWe hope you understand we must abide by the terms and conditions set forth by travel providers such as **r ***
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs
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, 11, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all every person at Hotwire keeps no record of anything reported so the only documentation that they can refer to is the documentation I supplied them withPer air *** they stated that Hot wire can change the reservation hours prior to departure because hey are the party who still has ownership of the reservationThey stated that an OES needed to be send and days prior that Hotwire has to change it and then **r *** will note the change and all of this was told to the supervisor when I had to wait hours and parties later to tell him but of course because they don't keep records of calls even though they say all calls are recorded for quality control that seems DUMB!!!! Hot wire will abide by the change per air ***
Final Business Response /* (4000, 13, 2015/08/17) */
August 17,
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***We regret to hear the customer did not accept our response and/or resolution offered
As previously advised, Hotwire contacted **r *** on August 3, 2015, regarding the customer request for the middle name correctionAt that time the **r *** representative advised that **r *** does not reissue new tickets when there is a middle name correction, the passenger's name *** be updated in the secured passenger *** section of the customer's flight reservations, which had been previously completed as per the customer's request
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs
Thank you for allowing us to address this matter furtherAs this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case
Sincerely,
***
Tier Customer Service
Final Consumer Response /* (4200, 15, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure if they have a designated it to address complaints but I can assure you that this person's response was itic and incorrect
#- on 8/14/as advised by **r *** I called Hot wire and waited over hour to talk to someone in flight detail
#2-At hold time 40:someone name *** came on the line and said he would put me through directly to flight detailThat never occurred I went back in the que of excessive hold time
#3- After hour minutes someone name *** came on the line and held with me to obtain air detail because I shared with her that I had already been on hold minutes prior and was told by *** he would put me through
#4- One hour and minutes later someone name *** appears on the line and places me on hold to call **r ***I presumed he would do a conference call to allow me to hear the necessary changes because as I stated in my initial complaint **r *** said they would change whatever correction hours prior to departure*** returns to the line and says everything is changed
So this response from this person was simply unsearched
Because of my experience with Hot wire and their history of lying, I called air *** immediately afterwards and was told there was no record of a request from Hot wireI called previously to Hotwire and demanded to speak to a supervisor and requested an OSI to be sent to **r ***Afterwards I called **r *** to confirm it was received**r *** honored the change because the OSI was sent prior to and changed it for me after I told them that hotwire lied to me and said it was changed
The reasoning for going behind them after every time Hotwire tells me something is because all the consumer complaints online for this particular site shared similar complaintsThis company is terrible and does not deserve to be in business
Hot Wire has a recording that all calls are recorded - that's a lie Why I can say that with confidence? Because any real supervisor with a brain would have just pulled the call from all the dates and time I specified in my original complaint and addressed my complaint accurately which this person did not They gave a generic response with no research to pacify you and ,I thinking the issue would be resolvedAnother compliant mentioned online from another consumer
In addition Hot Wire agents do not document their callsIf they did I would not have to repeat my story to each agent I spoke with
I had to tell each agent my request for an OSI and because none of them were are aware of what that was I demanded to speak to a supervisorIf you are a travel agency how do you not know what an OSI is? In addition every agent advised me to call **r *** days prior to departure which was incorrect** *** stated it was their responsibility to call because they still had ownership of the reservation until days prior to departureNo one there at Hotwire knows what they are doing

June 7,
*** *** *** ** *** *** ** ***
In response to Revdex.com Complaint ID *** customer e-mail address ***
Dear ***
Thank you for the opportunity to address your concerns as sent through the Revdex.com
regarding your booking experience with HotwireI understand you are dissatisfied because of the funds held for a booking that could not confirm
We do place great value on your comments and appreciate you taking time to provide us with feedback. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
What you are encountering sometimes happens when there is a delay in updating our inventoryI can understand why this situation may be frustrating, and I would like to thank you for your patience
In addition, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processedSince your attempt could not be completed, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policies
We are able to assist a customer in getting a pending hold release potentially expeditedIn order to do so, we must contact the customer’s financial institution to inform them we will not be collecting the funds held for the failed booking attemptBased on the financial institution’s policies, they may or may not honor our request to expedite the release
For assistance, you may call our customer service line at (866) *** * ***Our customer service are available hours a day, seven days a week
We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/04) */
January 4,
*** ***
*** *** AveApt***
*** *** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Itinerary number XXXXXXXXXX
Dear ***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com regarding your reservation with San Diego Marriott Gaslamp QuarterI understand you are dissatisfied with your recent Hot Rate(r) Hotel reservation, specifically with the star ratingAs such you are requesting a full refund
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelTo determine star rating, we first incorporate Expedia's star rating for the hotel and then adjust the rating up or down based on direct Hotwire customer feedback
Upon selecting a Hot Rate(r) option, we then provide a more generalized list of hotel brands typical of the star rating presentedFollowing our generalized example list, we provide a link to our Star Rating GuideIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwire's complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryIn addition, we offer select independent hotels not listed
After further review, I confirmed that your reservation has been cancelled and refunded by our Travel Specialists on December 18, with a credit of HotDollars, as an exceptionWhile we issue our refunds within 1-days, it is up to your financial institution's policies on when the credit will post to the accountHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) car rental and Hot Rate(r) hotel reservationsYour HotDollars are valid for up to one year
I apologize for the inconvenience this has caused you and allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire
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

Complaint: ***
I am rejecting this response because:After reading the response from hotwire I could not believe how they did not take responsibility in seeing the mistake made on their partIt is quite simple in fact, they advertised incorrect pricing about insurance on their websiteThe smoke & mirror response did nothing to address the issue which occurred to meI am very disappointed , this all could have been clearly handled better on their partI hope that other customers doing business on their web site take precaution because if an issue does happen do not expect it to get resolved, very poor customer service I will not recommend this website to anyone who is looking for to book any type of tripI cannot understand how they can get away in advertising pricing to a customer
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 Holiday Inn Express New Orleans Downtown for travel dates 16-Mar-to 18-Mar-
We apologized if
the property was overbooked on the day of your reservationI understand you ended up staying at an alternate hotel and ended up paying for the roomWe already received the documents and I was able to validate it
We already submitted a refund request for the alternate property where you stayed atThat will be equivalent to $The refund process will take 3-business days from the day it was requestedBut still it depends on your financial institution how long they can process itYou may call your financial institution with regards to this
Please accept my sincere apologies along with a credit of HotDollars I applied to your account under ***HotDollars are equivalent to US Dollars when used to book Hotwire HotRate Hotel and HotRate CarYour HotDollars are valid for up to one year, expiring on April 1,
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** *** **
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/05/31) */
*** 31,
*** ***
*** *** 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 car rental reservation with Hertz, originally scheduled for pick up at the Boston Logan International Airport on *** 23, We understand you are dissatisfied with your recent Hot Rate car reservation, that due to a change or cancellation in travel plans you need to pick up the vehicle after the scheduled dateWe regret any inconvenience this situation *** have caused
Hotwire services two types of car rental reservations: Hotwire Hot Rates 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 rentals are deeply discounted, and as such, are booked as final and non-refundableWe confirmed the type of rental you booked is a Hotwire Hot Rate
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 or change this reservation
Per the Hotwire Terms of Use, 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 conditions
Based on the information mentioned above, we are unable to honor your request for a refund
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait times
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/22) */
August 22,
*** ***
*** *** Drive
*** *** *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with The Mills House Wyndham Grand Charleston on July 24, in Charleston South CarolinaWe understand that you were unable to check into the property early, and upon check in time you were advised the hotel was overbookedThe hotel did provide an alternate property for you to stay atYou are seeking a refund for this reservationWe regret any inconvenience caused by this situation
First I would like to say at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this caseWe train our agents to be polite and answer the email inquiries quickly with as much information as possible to assist our customersWe have had a higher than anticipated call volume, which is driving longer than usual hold timesYour concerns have been noted, and we will address the issues with our agents to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsWe will do our best to make sure that this never happens again
During times of high occupancy, early check in is not always an option with the hotelPlease understand that hotel over-bookings do occur in the hotel industry and are not unique to Hotwire customersOur hotel partners have established policies to address this situationThis requires them to re-accommodate you in another property of equal standard, as close as possibleBecause you have expressed that The Charleston Place did not meet your expectations, I have applied HotDollars to your account under the email address: ***@bpafuneralhome.com, which you can use toward your future Hotwire bookings
An email was sent to you with more information about how to use your HotDollarsKeep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollarsAny remaining HotDollars will stay in your account for future usePlease note that your HotDollar credit will expire on August 21, We will be more than happy to answer any additional questions you *** have
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

November 8, *** *** *** *** *** *** *** ** *** In response to Revdex.com Complaint ID *** Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your booking experience with
HotwireI understand you are dissatisfied as were charged more than the amount you expected for the rebooking processAs such, you requested a refund of the overcharged amount 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, 5, 2015/05/21) */
*** 21,
*** ***
** *** *** Way
*** *** ** *** ***
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 stay with the Club Quarters, Grand CentralAs stated in your correspondence, you disagree with the star rating for this property, as you state that the room was cramped, did not have a good view, and there was no safe, no tub, or enough electrical outlets for charging your devicesAs such, you are requesting a partial refund for your stayWe regret any inconvenience this situation *** have caused
Though some travel sites rate this property as a 3.5-star, this hotel is also listed as a 4-star property on the Booking.com and Agoda.com sitesWe would like to clarify how the star-ratings are assignedPlease understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customersOur customers provide Hotwire with over half a million hotel reviews every yearIf the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the ratingIf a large percentage of our customers think the star rating should be higher, Hotwire *** then raise the hotel's ratingWe assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis
At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
Based on the information above, we are unable to honor your request for a partial refundWe appreciate your business and regret your Hotwire experience was anything less than exceptional
Sincerely,
*** ***
Hotwire Corporate
Customer Relations