Hotwire

Initial Business Response /* (1000, 5, 2016/01/20) */
January 20,
*** ***
***
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 at the Novum Business Hotel Madison Dsseldorf HauptbahnhI understand you are dissatisfied with your recent reservation as you ended up paying your breakfast, even though free breakfast was indicated on your bookingAs such you are requesting a refund on what you paid
When Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishmentCustomers can then choose the place they want to stay based on amenities and property type that best suit their needs, such as free breakfastIf the amenity is listed, we guarantee it is found at the hotel
While we understand this was not the case happened, we've agreed to refund the amount of Euros on you paid for the breakfastWe also came to the conclusion that we will remove the HotDollars that we applied on your account in exchange of the refund
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
EMAIL FROM CONSUMER:
Dear Revdex.com one of your operatives rang me to say that my case has been sorted and I would be getting the money I paid for for the breakfasts at the hotel in Dusseldorf I booked with Hotwire
My Coop bank details are as folloews-
***
Many thanks for your help in this matter,
Regards *** ***
Final Business Response /* (4000, 10, 2016/02/22) */
February 22,
*** ***
***
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 Hot Rate(r) hotel reservation with Novum Business Hotel Madison Dusseldorf HauptbahnhI understand you are dissatisfied with your recent booking as you had to pay for your breakfast, contrary to the free breakfast provided in your reservation
As we confirmed in the contact you had with our Travel Specialist, we agreed to refund the amount you paid for the breakfast at the hotel in the amount of via wire transferPlease allow us 7-business days to process your request
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

The name on the reservation would be *** ***My Email address is ***I don't have the Itinerary number

Initial Business Response /* (1000, 5, 2016/01/27) */
January 27,
*** R***
*** *** ***
*** ** 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 Hot Rate(r) hotel reservation with Howard Johnson EvansvilleI understand you were dissatisfied with your reservation as you disagree that the hotel should be rated as 3-starAs such, you are requesting a full refund
Currently there is no national or international standard for hotel ratings systemIndividual ratings can vary by sourceWe continue to 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, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customers' 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 is the "right" star rating for a particular hotel
In addition, we guarantee customers a clean and comfortable stayIf there is a concern with the quality of the hotel, we want to provide our partners with the opportunity to rectify the situationIn the event the hotel will not be able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at XXX-XXX-XXXX for further review
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you checked the box stating you read, understood and accepted the Terms of use
Based on the information above, I am unable to honor your request for refund
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never requested a full refundI only requested that you are transparent in your star ratingsIf the hotel only rates themselves a certain star rating then your company should not be able to increase that star rating since you don't release the name of the hotel until after the purchase which is binding
Final Business Response /* (4000, 9, 2016/02/19) */
February 19,
*** R***
*** 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 a hotel reservation in Howard Johnson EvansvilleI regret you remain dissatisfied with the handling of your situationI understand you do not agree with the star rating of the property
It was not our intention to mislead the customer specially regarding to the star ratingRather, we strive for clarity on our site that we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelThe star rating of Howard Johnson Evansville was recently evaluatedWe are confident that current 3.0-star rating of this property is an accurate reflection of its overall quality
We remain confident our business model is meeting the needs of our company's goalsWe do place great value on your comments and appreciate you taking time to provide us with feedbackCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 11, 2016/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/01) */
August 1,
*** ***
XXXXX *** *** Lane
*** *** 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 Rodeway Inn University / Downtown on July 11, in Austin, TexasWe understand that you were unhappy with the neighborhood where your Hot Rate(r) hotel was locatedAs such you are seeking a refund for this reservationWe regret any inconvenience this situation *** have caused
During your Hot Rate(r) Hotel search, we provide you with as much information up front as possible to assist you in choosing a hotel without revealing the hotel's exact nameBy revealing the hotel name and street address after you confirm your reservation, our partners are assured their anonymity, and you are guaranteed the lowest rates availableTo assist you selecting a Hot Rate(r) Hotel, we provide you with a detailed search page which displays the following:
- A map which outlines a city or neighborhood area
- The main streets and points of interest on each map
- The ability to determine potential distance of your reservation from a specific address
We promise that no matter where you book, you can expect a clean and private room in working order when you check in to a hotel booked with HotwireHotwire does not discriminate against neighborhoods; we rate the property regardless of where it is in the mapped areaA review of this reservation shows the hotel did fall within the mapped area chosen at the time of booking
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
In the future if you need a 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 best used by those who wish to choose a specific location
We apologize for any treatment that was anything less than exceptional when contacting our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireDuring times of high volume, there can be an extended hold timeWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally
Hotwire appreciates your business and looks 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, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This hotel was fearfulI feared for my families safetyThe parking lot was a dirty mess, loud music, partying people, drinking , like it was a backyard party, fightingI tried to cancel and contact hotel as well as HotWire Neither answered I called all night through the morning hoursHotwire, I was not able to contact a human for daysHotel never answeredHotwire had me holding over hour only to be disconnectedHotWire customer service was a horrorI continued to call all nightWhen I did get in touch they had bad speaking skillsKept me back AND and on hold maybe times through the callThey should not be in Usa working
Final Business Response /* (4000, 9, 2015/08/13) */
August 13,
*** ***
XXXXX *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Rodeway Inn University / Downtown on July 11, in Austin, TexasWe understand that you were unhappy with the neighborhood where your Hot Rate(r) hotel was locatedAs such you are seeking a refund for this reservationAs such you are seeking a refund of the reservationWe regret any concern this *** have caused
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and Hotel bookingsFor hotel bookings, hotel details are provided prior to booking and *** be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after booking
After reviewing your reservation, I confirmed you booked a Hot Rate hotelFor Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer booksThese restrictions enable our partners to better manage their unsold rooms
On the final page of the Hot Rate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
All bookings are finalNo refunds, changes or transfers
Your account will be billed for the full amount when you book
After you book, the hotel's name and address will be revealed
Hotels will require a credit card when you check in; debit cards *** not be accepted
You'll pay the hotel directly for additional charges, like room service or resort fees
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed
Sometimes amenities *** be closed for the season or for renovation, though we try to show what's currently available
With this in mind we do request that you give the supplier the chance to provide you with a clean and comfortable stayIf after you are shown your room it is not able to provide you a safe environment please give us a call and we will either work with the hotel to re-accommodate you or if they are unable to we will work to get you rebooked into a different property
Based upon the information above, we will not be issuing a refundI apologize for any service that was anything less than exceptional when speaking with our Customer Care teamI have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
Sincerely,
***
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read all this information, I still believe that a business is open in America they should answer the phone, and not have sloppy serviceI could not get Hotwire or Rodeway Inn to answer the phoneI wasted more than hours that one night holding to Hotwire, only to be disconnectedAbove and beyond I did not enjoy my night in Austin dealing with these unfit businessesThis business was trashy beginning with the Loitering in parking lotI feared for my lifethis is a problemYes I bought this agreeing that Hot Wire is a good dealBut when it comes to satisfying customers, our safety , then to be out in a car trying to contact them is inhuman as Hotwire service is
in

Initial Business Response /* (1000, 5, 2015/08/29) */
August 29,
*** ***
PO Box XXXXX Apt ***
*** ** XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to address your concerns sent through the
Revdex.com, regarding your hotel stay at the Americas Best Value Inn / I-North HoustonAs stated in your letter, you felt mislead by the crossed-out rates provided with the hot rate prior to booking, and also the hotel would not allow you to check inAs such, you are requesting a full refund
Please allow us to clarify how the crossed-out rate 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 upon initial search results:
"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 the hotel, but rather a median rate from its classSo while the Americas Best Value Inn did not have a rate of $for those dates, another hotel in the area did, and was found to be the median for this category
Regarding not being able to use the reservation due to the hotel not allowing you to check in, we have contacted the hotelThey advise us that they do not show any records of issues that would prevent you from being able to use that reservationThey have it marked as a no show and have charged Hotwire the full amount for this reservationIf this is not correct, we recommend you contact the hotel directly and let us know who we are able to verify and work with for a solution
With hot rates, once a reservation is confirmed, the details of your booking and our payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking
Based on the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travels
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated previously the hotel doesn't have any previous reservation in my name I stayed in the hotel room with *** ***, my husband, in room *** from 8/to 8/when he went to renew our room he was deniedI then went on Hotwire and booked a room and was given the same hotel and I immediately called HotwireThe hotel has me marked as a no show but I called before check in time to explain the situation and the phone was not answered by the hotel, way before I could be classified as a no showIf I was allowed to check in and there wasn't problem when I called Hotwire and explained the situation and was told I couldn't check in why didn't Hotwire call me back and say the hotel says you are allowed to check in I was told there would be an investigation and was never contacted again until nowYour hot rate is not defined as being the median for the class it is defined as being per your website as a hotel room being significantly below published prices not median prices for that hotel classThe advertising is deceptive
Final Business Response /* (4000, 9, 2015/09/03) */
September 3,
*** ***
PO Box XXXXX Apt ***
*** XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear *** ***:
Thank you for the opportunity to further address your concerns sent through the Revdex.com, regarding your hotel stay at the Americas Best Value Inn / I-North HoustonWe understand your dissatisfaction remains as you were unable to chedue to your husband *** ***, and disagree with the advertisingWe regret any frustration this has caused
We apologize that our research team was unable to get back to you before our response hereThey work cases in the order they are received and had not had a chance to investigate it yetWe have contacted the hotel and were advised that there are no recorded issues under the name *** *** or *** *** during the dates of August 21st through August 26thAgain, if this is incorrect, please contact the hotel directly and let us know whom we *** speak with to verify this information
While Hot Rates themselves are not based on a median rate, the advertised percent off and the crossed-out rates areWe do work with our partners to secure the lowest rates possible, but are unable to guarantee a certain percentage off the regular rateHotwire Hot Rates are backed by our Low Price Guarantee, where if you find a lower rate for the identical booking on a competitor's website within hours of booking, we will pay you the difference
We appreciated your feedback and thank you for choosing HotwireWe apologize for any confusion and hope your future experiences are more positive ones
Sincerely,
*** ***
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just because the incident is not recorded does not mean it didn't happen, when I contacted Hotwire I was at the hotel I explained the incident in detail and all information could have been verified or disputed while I was thereThe incident happened probably minutes before I got in contact with the Hotwire representative when the rep contacted the hotel there response was we don't have a reservation in *** ***'s name, not that the incident didn't happenWhen I gave the representative the name of the person on the reservation and the room number and Hotwire called back the hotel conveniently did not answer the phoneI needed a hotel room for the night was I supposed to sit and wait 7-days for a room
Also your advertising is still deceptive because as I stated previously your hot rate is described as a rate lower than published prices, published is not defined as published on the Internet by a competitorI'm sure you don't consider the hotel your competitor

Initial Business Response /* (1000, 5, 2015/08/12) */
August 12,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint for Mr*** *** (Revdex.com case number XXXXXXXX) regarding a package reservation
Our records indicate that on April 2, 2015, the customer self-booked a package reservation using Hotwire's website, itinerary XXXXXXXXXXXThe package included flights, hotel accommodations and a car rental reservationThe flight portion of the booking was with Spirit Airlines from *** City, ** to ***, **, departing on July 16, 2015, and returning on July 19, The hotel portion of the booking was with Golden Nugget Hotel & Casino, ***, **, for the same datesThe car rental reservation was with Budget Rent a Car, also for the same datesWe understand Mr*** is requesting a refund for the hotel and car rental portions of the booking as he was unable to utilize them due to an airline initiated schedule change
From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersHotwire has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline's policies
We have verified Mr*** contacted Hotwire on July 16, 2015, in regards to the schedule change affecting his itineraryThe assisting representatives sent a fax to the hotel in order to modify the reservation to a next day arrivalUpon contacting the Golden Nugget Hotel & Casino on August 12, 2015, Hotwire was advised the hotel did not receive the fax with enough notice prior to scheduled arrival time to modify the reservation and cancelled it instead, charging a penalty in the amount of the first night's stayHotwire was not notified of the cancellation
On August 12, 2015, we also contacted Budget Rent A Car to request a refund on Mr***'s behalfThe rental company advised us that no charges were collected for not picking up the car and a full refund can be issued
A refund in the amount of $was issued for the hotel portion of this booking, as approved by the hotel, and $for the penalty collected by the hotel, as an offer of good faith by HotwireA full refund of the car rental portion in the amount of $was also issued on August 12, All refunds were issued back to the original form of paymentThe time it takes a refund to post to Mr***'s account depends on how quickly his credit card company processes refunds, generally within 3-business days
We regret Mr***'s experience was not as we would have hoped, and any subsequent inconvenience causedHotwire welcomes customer feedback in our ongoing effort to improve upon the customer experienceWe 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, 2016/01/04) */
January 4,
*** ***
*** *** Avenue
*** ** *** ***
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservation with Homewood Suites SchaumburgI understand you were dissatisfied with your recent hotel reservation, specifically with the location of the property because it is too far from your desired locationAs such, you are asking for refund
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotelsOur target audience is the flexible traveller looking for the deepest discountsTo obtain these deep discounts some booking details must remain anonymous until the booking is completeTherefore, our product offerings may not always meet the needs of every traveller
Please be advised, because the exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking pathThat map defines the area in which the hotel can be locatedIn your case, the area selected was "Schaumburg, Illinois" I assure you the Homewood Suites Schaumburg is located within the green shaded map defining that area
After further investigation, we extended an exception to rebook you into a Hotel on December 20, After we completed the booking, the refund on your original booking was processedHotwire issues refunds in 1-business daysYou may contact your financial institution to find out when this amount will be available for use
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, 6, 2015/08/06) */
August 6,
** ***
XXXXX *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear ** ***,
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Rodeway Inn & Suites, Portland, ORAs stated in your letter, you felt misled by the crossed-out rates provided with the Hot Rate prior to bookingAs such, you are requesting a full refundWe regret any concern 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
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 rates
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable
Based on the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future 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, 8, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Rodeway Inn & Suites, Portland, OR is run by Choice hotelsYou can never find the rate of any type of room is over $even in their own website (https://www.choicehotels.com/oregon/portland/rodeway-inn-hotels/or211/rates).Ca...⇄ Hotwire give a solid evidence supporting it worth $175?
If it is as that "crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class", why does Hotwire show different rate for same class in same neighborhood? It was totally misleading by design
Another thing I have to say is that when we arrived at the hotel late in the evening on Aug 7,2015, the night clerk offered only one room because 2nd room could not been paid according to the credit card of "agent"We did not know what was wrong with HotwireWe had paid rooms for night stay aheadWe had to call Hotwire but the customer care could do nothing but let us waiting for callback.However, the night clerk was more accommodating and called her boss to offer us with rooms.She said they would contact the agent next day.Until now we have never got the callback from Hotwire
I want a full refund due to the misleading advertising and terrible service
Final Business Response /* (4000, 10, 2015/08/27) */
August 27,
** ***
XXXXX *** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear ** ***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking with the Rodeway Inn & Suites, Portland, ORAs stated in your letter, you felt misled by the crossed-out rates provided with the Hot Rate prior to booking and are asking how Hotwire is charging $a night for this hotelAlso you state the hotel could not find the reservation for the second room but accommodated youAs such, you are requesting a full refundWe regret any frustration this *** have caused
I have researched the prices for this particular hotel both through Hotwire and Roadway Inn & Suites, at the current ratesOur current rates would be $a night with no discounts, booking directly through the hotel for the same nights it would cost $a night for queen beds nonsmoking roomSo you are getting the lowest rate available
Allow us to further clarify how the savings provided on our site was derivedSavings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availability
In regards to your concern about the room not being paid for, I reviewed your account and verified that you had in fact paid for two roomsAs we guarantee payment to the hotel the front end clerk followed the correct procedure by placing you into two rooms and contacting Hotwire the following morning for verification
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
After researching your complaint, we will not offer a refund for this reservation due to the reasons previously statedWe appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/07) */
August 7,
*** ***
*** 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 We understand the hotel was overbooked and did not offer you any alternate accommodationAs such you are seeking a full refundWe regret any inconvenience this situation *** have caused
Unfortunately, overbooking does occur occasionally in the hotel industryIn such situations, hotels 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 involved
Hotwire confirmed with the afternoon manager you were not accommodated on the date of the reservationHotwire has refunded your reservation in fullHotwire will issue the refund in 1-business daysAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company
In addition to a refund for your Hotwire hotel booking, we added HotDollars to your Hotwire account under ***@msn.comOne 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
A separate email will be 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 6, We will be more than happy to answer any additional questions you *** have
Please accept our sincerest apologies for any inconvenience this *** have caused youOur customers are important to us, and we hope to have a chance to better serve your 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
Initial Consumer Rebuttal /* (2000, 7, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the terms of this, since they are offering a full refund as requestedI will monitor my statements to ensure it is processed soonThank you

Initial Business Response /* (1000, 5, 2015/09/01) */
September 1,
*** ***
** *** rd
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for reaching out to us so that we *** address your concerns sent through the
Revdex.com regarding your stay at the Hotel Florence, an Ascend Hotel Collection MemberSpecifically, you state that you are being billed two times for your reservation; as such, you are requesting that we apply $to your credit cardWe regret any frustration this *** have created, and appreciate the time you took to again express your concerns
We do everything in our power to make Hotwire transactions as smooth as possible; as such we have reviewed your Hotwire account and have confirmed that only one reservation and charge has taken placePlease understand that any time a credit card is used a hold is placed by the credit card companyOnce the transaction is approved the credit card is charged and the transaction is completeThe hold typically falls off of a credit card in one or two business days, but it can take longer depending on your financial institutions policy
If at this time your credit card is still showing an authorization hold, we would encourage you to reach out to your financial institution to determine when it will be removedWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best Regards,
***
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the credit card company says that I gave permition
For Hotwire to charge funds on my credit cardReally I on stayed in one room, I was only given the infomatiomation for one room, and I should have only been charged for one room
I just want a refund back to my MasterCard in the amount of $Thank you
Final Business Response /* (4000, 9, 2015/09/08) */
September 8,
*** *** XXXXX
Re: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking at the Hotel Florence, an Ascend Hotel Collection MemberWe understand you were double billed for this booking; as such you are requesting a refund of $We regret any frustrations this *** have caused
After further investigation on your account, we were able to find two reservationsOne of them was booked under *** *** and the other one was booked under Vachon ***After verifying with the hotel regarding the duplicate booking, the hotel has authorized a refund for the room that you did not check in to
We have processed a refund of $back to the MasterCard ending The funds will be available to your financial institution within 1-business daysAfter that, if you want to know when the funds will be on your card, you can contact your financial institution
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, 11, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is what I want what I thought was fair thank you!

Initial Business Response /* (1000, 5, 2016/02/01) */
February 1,
*** ***
*** ***
*** *** ** 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 The Penguin HotelI understand that you are dissatisfied with the savings you received on your hotel bookingAs such, you are requesting a refund
Allow me to clarify how the savings provided on our site was derivedOur crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesTo further clarify, if we were to compile a list of the retail rates we found for all the star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the listDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings fromI apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention
We work diligently with our partners to offer consistently low rates to our customers and we are able to bring you low rates by listing them anonymously and guaranteeing to our hotel partners that reservations will be used as booked; therefore, our Hot Rates (r)are non-refundable and non-changeableI can assure you that your Hotwire Hot Rate(r) was booked at a great savings, which is why it is backed by our Low Price Guarantee
Based on the above information, I am unable to honor your request for refund
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 Consumer Rebuttal /* (3000, 8, 2016/02/04) */
***Document Attached***
Please see the attached advertisement at the date of bookingTheir response is invalid to my complaintEven so, there are no star hotels in that price range for the amenities offered by this "subpar" hotel
Final Business Response /* (4000, 10, 2016/02/15) */
February 15,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with The Penguin HotelI regret you remain dissatisfied with the handling of your situationYou feel you were misled on the amount of savings you receivedAs such, you are requesting a refund
Based on the information previously provided, we strive clarity on our website where information about savings are provided prior booking, whereas stated:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay dates."
If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds
At this time, we remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
With the above information, I remain confident we provided the lowest pre-tax rate for this property within hours of bookingMy decision remains the same; I am unable to honor your refund request
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Complaint: ***I am rejecting this response because:
I sent emails July and when I didn't get a respond I called on Monday
Thats when they told me to fill online form, but it was not available because it was days after!
I was promised twice by different agents that they will call back, but unfortunately nothing happened!
As a customer the procedure is email to get stuff documented, but how will I know you only accept online form?
I kindly request you to adjust as the identical package is available for $924pp, thanks for your understanding Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/02) */
September 2,
*** ***
*** *** 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 Hotel Terra in Teton Wyoming, for cheSeptember and check-out September 2, We understand that your reservation is booked for the wrong location and wrong rateWe regret any frustrations this *** have caused
After reviewing your Hotwire account, we can confirm that you attempted to book a reservation in Jackson Hole Wyoming for a rate of $on August 26, at 5:PM Pacific Standard timeThe hotel availability of this rate failedThis means our rates are constantly fluctuating based upon availability and demand; however, completing the booking is the only way you can lock in the listed rateThe rate was already locked by someone else before you confirm paymentYou called us on that day regarding the issue and the agent offered to complete a new reservation but you declined the available rate
On August 27, at 9:AM PCT you made another search and confirmed payment at the Hotel Terra in Teton Village, Wyoming for a rate of $You called us immediately after making the reservation that it is in the wrong locationWe do provide a trip summary to recap the booking, including the mapped area, dates, and chargesThat is the way our customers have a chance to verify all the detailsIf any of the details are incorrect, then you have the option to not continue and go back and correct any issue
We understand mistakes happen; that is why when you called us on that day concerning the issue, our agents offered a one-time courtesy to rebook your correct destination and cancel out the wrong reservation, you also decline that option because of the difference in rates
Hotwire obtains their deeply discounted rates by guaranteeing our partners that the reservation will be finalRegardless of whether or not the reservation is used, we are charged by our partnersThis reason we have all our Hot Rates as non-refundable and non-changeable
Based on the above information, and as no error was made on our part, we will not be honoring your request for a refundWe appreciate your business, and hope we have the opportunity to better serve your travel needs in the near future
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
Their response is textbook to their corporate rules
"After reviewing your Hotwire account, we can confirm that you attempted to book a reservation in Jackson Hole Wyoming for a rate of $on August 26, at 5:PM Pacific Standard timeOn August 27, at 9:AM PCT you made another search and confirmed payment at the Hotel Terra in Teton Village, Wyoming for a rate of $You called us immediately after making the reservation that it is in the wrong locationWe do provide a trip summary to recap the booking, including the mapped area, dates, and chargesThat is the way our customers have a chance to verify all the detailsIf any of the details are incorrect, then you have the option to not continue and go back and correct any issue."
Yes, indeed I had made another search on August 27, at 9:02am EST(to be correct) and got the same rate I "attempted to book" on August 26,at 5:Eastern Standard Time!!(not PST)in the Jackson Hole area for $with taxes and fees =$234/night and was bumped out of after putting in my credit card information and hit confirm on August 26,and called to complain about thatTheir excuse being.."oh, that rate was no longer available")When I found the same rate on August 27,at 9:02amEST(not PST), I put in my information, credit card info, checked over the information...which stated" $for a Star Hotel in the Jackson Hole area...the hotel charges a $resort fee...the last person who booked received a booking at Spring Creek Ranch"...I hit confirm and received at 9:03am "***, you got a great deal! You're booked and the hotel's waiting for you"...at Hotel Terra in TETON VILLAGE for $301.95!!!! What?!!! Yes, I called immediately...explained in detail and all they offered was to cancel and re-book but couldn't guarantee the rate that I found!
I am quite sure they do this EVERYDAY to innocent people several times over and get away with itI stated that THEY did this...switched the Area and the Rates after I confirmed being charged only $234...isn't that illegal?,I saidI even said I would keep their reservation (as it surely wasn't mine!) if they paid me the difference in priceI got the rote material they have to read, a one time courtesy cancel and re-book (like they're being so generous) spoke to an advisor in the Philippines and then another advisor from Arizona spitting the same roteThe Arizona rep said I could write, WRITE...a PO Box in Portland ORE corporate escalations but I would get the same response!
"We understand mistakes happen; that is why when you called us on that day concerning the issue, our agents offered a one-time courtesy to rebook your correct destination and cancel out the wrong reservation, you also decline that option because of the difference in rates."
Well, of course! They corner you! Do THEY understand THEY make MISTAKES??!!
I don't want to pay for THEIR mistakePlain and simpleTheir policies are crooked and has to stop
I want to be paid the difference in price...period
Thank you for taking up this issue...not only for me...but for all those who have been taken advantage of thus far
Gratefully,
*** ***
Final Business Response /* (4000, 9, 2015/09/17) */
September 17,
*** 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 booking at the Hotel Terra in Teton Wyoming, for cheSeptember and check-out September 2, We understand you did not accept our response and are still requesting a refund of $We apologized for any frustrations this *** have caused
As we have reiterated on our previous correspondence, the Teton Village is the map area you selected and you confirmed a payment in the amount of $After reviewing your reservation we found no error on our part and our decision remains finalWe will not honor your request for a refund of $
We appreciate your business, if 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, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First...regarding details(and mistakes)...my name is ***(not ***)Mr.(or Ms.) *** ***'s response is a fabricationYou can go to their website and see that there are different areasOne is "Jackson Hole area hotel" and the other is "Teton Village area hotel" and even have green shaded areas to indicate suchI selected "Jackson Hole area hotel"l agreed that my credit card was to be charged on August 27,at 9:EST not PCT! (another bad detail on their part) like I did the previous day when I was bumped outI read over the detailsI know what I agreed toWhy in the world would I want to pay more and go to a different area...miles away !!?? They want to make people think they're crazy when all along...it is their company making the mistakes and not being accountableI know I am not the only one that has been through this
I refuse to be bulliedI will not back down on principle
Sincerely, ***

Complaint: ***
I am rejecting this response because last week I responded to the response from *** ***, Customer Care Relations with Hotwire Corporate OfficeShe requested I email the printed obituary and other supporting documents to *** and I did that as wellI will resend the documents but why is Hotwire asking like they are not receiving my emails? This company is unprofessional and seems like I will be needing to seek legal counsel in order for this matter to be resolved.
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/10/21) */
October 21,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding
an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint for Mr*** *** (Revdex.com case number XXXXXXXX) regarding a flight reservation
Our records indicate that on *** 14, 2015, Mr*** self-booked a flight reservation for three travelers using Hotwire's website, itinerary XXXXXXXXXXXTravel was with American Airlines from *** departing on September 26, 2015, and returning on September 28, We understand Mr*** is requesting a refund of his tickets, and that additional credit be provided, as compensation for the inconvenience caused by an airline initiated schedule change affecting his itinerary
We have verified that multiple airline initiated schedule changes affected Mr***'s itinerary between the date of booking and the scheduled start of the tripThe travelers' tickets were reissued once on June 23, 2015, and once on September 20, 2015, due to the changes
From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAmerican Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryHotwire has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline's policies
Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Hotwire why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues
Hotwire strives to provide the highest level of customer service, and we are sorry Mr***'s recent experience did not live up to that expectationWe regret to hear of the long hold time he experienced when contacting our customer service departmentOur agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control over the call volume at any given timeWe welcome customer feedback in our ongoing effort to improve upon the customer experience
On October 21, 2015, Hotwire contacted American Airlines to verify if the travelers were able to utilize their ticketsWe were advised that travelers *** and *** *** used their tickets in fullTraveler *** ***l's ticket was cancelled and airline credit is available for future use, following the airline imposed fare rulesThe airline credit amount is $296.70, subject to the airline imposed exchange penalty fee of $200.00, and is to be used to complete travel by *** 14, To utilize the credit the customer can contact our Customer Service Department at 1-866-HOTWIRE (X-XXX-XXX-XXXX)Our agents are available hours a day, seven days a week
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 8, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Thanks for the responseI understand that changes occur and the main issue wasn't that the flight changed, it was that the tickets were never issued to airlineIt was only after we contacted airline about possible refund, that we were made aware of thisIf we had shown up at time that flight was to leave then we would not have had time to fix error and would have missed flight
Also, I talked to Hotwire and was on the phone for nearly hours and I spoke to manager who was supposed to resolve issue, she said she did fix error and would send email verification in hoursWell, no email was ever received and the tickets were still not issued
Luckily, we did fix it ourselves, with the help of AA, but the issue is simple customer service and follows up with which Hotwire and manger I spoke to, failed miserably
Final Business Response /* (4000, 10, 2015/11/09) */
November 9,
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue from our customerWe regret to hear Mr*** *** (Revdex.com case number XXXXXXXX) did not accept our response and/or resolution offered
Despite his recent experience, we hope Mr*** will continue to use Hotwire for his future travel arrangementsHis comments have been forwarded to the appropriate department to utilize for further training and improvements in our servicesWe hope he will allow us the opportunity to improve upon his experience in the future
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
Final Consumer Response /* (2000, 12, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will not use Hotwire again but I hope they emprove

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22,
*** ***
PO Box ***
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***:
Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your hotel reservation at the Crowne Plaza Phoenix Airport hotel, checking in June 5, We understand that you are requesting a refund due to the condition of the room and requesting pet fees to be disclosedWe regret any frustration this *** have caused
Hotwire is able to offer great discounts by not revealing the name of the hotel until after you bookPart of that includes these reservations being final, non-changeable, non-transferable, nonrefundable bookingsIn addition, when booking you get the chance to select the amenities that you want, like non-smoking, free breakfast, or pet friendlyOn the last page of our website, under our Terms of Use, it is stated that:
"You'll pay the hotel directly for additional charges, like room service or resort fees."
This can include pet fees as well
Regardless of this, Hotwire does guarantee that you will have a clean roomIf, after checking in, your room isn't clean then contact us, and we will work with you and the hotel to make sure you get a clean room
Having reviewed this case, we contacted the hotelThe hotel said that you had a clean room, and only complained about it being dirty after discovering the pet fee
Due to the information above, we will not be honoring your request for a refundWe appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
from the reply "You'll pay the hotel directly for additional charges, like room service or resort fees." resort fees are listed on hotwire, they are disclosed pet fees are not disclosed
also from reply"only complained about it being dirty after discovering the pet fee" this is fully true, the pet fee was disclosed at check in, I hadnt seen the room prior to checking in and getting hit with a pet feehow could anyone voice concerns over room condition prior to seeing room? I have pics of room condition
Final Business Response /* (4000, 9, 2015/06/30) */
June 30,
*** ***
PO Box ***
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***:
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservation with the Crowne Plaza Phoenix Airport hotelWe understand that your complaint stems from the fees charged by the hotel to accommodate pets, and issues during your stayAs such you are seeking a full refund for your stayWe regret any concern or inconvenience this situation *** have caused
It is reasonable to assume that hotels that list themselves as pet friendly would have additional charges for pets, as damage can occurHotwire does guarantee the lowest rates on hotels (see our Low Price Guarantee)However, pet fees are not included in the room rate, as they are only paid for by those who choose to bring their pet to the hotelThese charges are collected directly by the hotel regardless of being booked with a third party or through the hotel itself, and are not specific to Hotwire reservations
In exchange for concealing our partners' identity, and guaranteeing the reservations we book will be used as originally sold, they offer Hotwire deeply discounted ratesExact amounts required by the hotel to accommodate a pet *** reveal too much about the property; therefore we do not require our partners to have them displayed beforehandOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor these reasons, reservations are booked as non-refundable and non-changeable
You also state that your dog was disturbed by the cleaning staff, there was no assistance with your luggage, and you had an allergic reaction to the pillow provided by the hotelThese are issues that would be best addressed by the hotel during your stayWe are not able to provide you with compensation for this, nor are we able to honor your request for a full refund, as the reservation was used and the hotel was provided payment for your stay
We remain confident our business model is meeting the needs of our customers, and our company's goalsWe do place great value on your feedbackCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expectIf 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, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
hotwire lists resort fees and yet failed to publish pet feesi called hotwire after learning of the pet fee from the hotel property, hotwire refused to assist, refund or find another hotel
from hotwire reply "We are not able to provide you with compensation for this, nor are we able to honor your request for a full refund, as the reservation was used and the hotel was provided payment for your stay." the reservation was used because hotwire refused to change my reservation after learning of the pet fee, they also refused to refund per their policyhad there been any indication I could get a refund on unused reservation I would have gotten a room elsewhere when hotwire told me they wouldnt do anything for me
"You also state that your dog was disturbed by the cleaning staff, there was no assistance with your luggage, and you had an allergic reaction to the pillow provided by the hotelThese are issues that would be best addressed by the hotel during your stay" the hotel failed to provide a clean room, when brought to the attention of hotel staff they made an attempt to vacuum but still came up short on providing a clean roomi did not check into a hotel to stay up all night while hotel staff tried to make things righti reserved a room to sleep in, the room did not meet star standards

August 9,
*** ***
** *** ** *** ** ***
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 reservation with *** *** House - NashvilleI regret you remain dissatisfied with the previous information we provided
As discussed over the phone, we honored your refund as an exceptionPlease be reminded, refunds take one to two business days for Hotwire to process and is up to your financial institution as to when the funds will be available for use
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/07) */
August 7,
*** ***
*** *** *** Circle **
***, *** 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 Baymont Inn & Suites Grand Rapids North on August 19, in Walker, MichiganWe understand that you were unhappy with your reservation, as the hotel was not in your desired locationWe regret any frustration or inconvenience this situation *** 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 called out during the booking processThat map defines the area in which the hotel can be locatedIn your case, the area selected was "Grand Rapids, Michigan." We assure you the Baymont Inn & Suites Grand Rapids North is located within the green shaded map defining the Grand Rapids, Michigan area
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
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
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, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mrs***,
Thank you for your response on behalf of HotwireUnfortunately, I can not accept your position on purely logical and factual groundsYou write, "It is important for our customers to review the map correlated to the area called out during the booking processThat map defines the area in which the hotel can be locatedIn your case, the area selected was "Grand Rapids, Michigan." We assure you the Baymont Inn & Suites Grand Rapids North is located within the green shaded map defining the Grand Rapids, Michigan area."
This simply is as the green area on Hotwire map was defined as Grand Rapids and the actual hotel location turned out to be outside of Grand Rapids in Walker countyThis is clearly evident and indisputableI feel it is important that Hotwire not mislead it's customers by providing information that is not accurate and will ask that you take another look at the facts and reconsider your position
Sincerely Yours,
*** ***
Final Business Response /* (4000, 9, 2015/08/17) */
August 17,
*** ***
*** XXXXX
RE: Revdex.com Case number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***,
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Baymont Inn and Suites Grand Rapids North for August 19, We understand that you are requesting that we take another look at this reservation, reconsider our position, and provide a refund for this reservationWe regret any frustration this *** have caused
Per your request, we have taken another look at the shaded area selected when the booking was createdThe shaded area is titled Grand Rapids, and it does cover Grand Rapids, MIThis shaded area also encompasses *** of the cityTo allow our suppliers to compete anonymously, your hotel could end up anywhere in the shaded areaWe can confirm your hotel is within the Grand Rapids mapped zone
If you need to be in a specific neighborhood, Hotwire also offers our standard rate hotelsWith these hotels, you know the name and the location of the property before the booking is completed
Since this is one of our fabulous Hotrate hotels, once the booking was completed we sent the reservation details and payment to the hotelThis is one of the reasons we are able to provide our deeply discounted rates, but is also why once a booking has been finalized we are unable to change or cancel it
Based upon the above information, our decision will remain the same; we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 7, 2015/11/22) */
November, XX XXXX
*** ***
*** *** *** Street
*** **
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 with Hotel Art DesignI understand your dissatisfaction stems from being charged for breakfast when this was listed as a free amenity
At Hotwire, customers can choose the place they want to stay based on the amenities that best suit their needs, such as Smoke Free Rooms, High-Speed Internet Access or a PoolWhile we work to ensure the amenities provided upon booking are available, we cannot guarantee they will all be in service during your stay
Upon reviewing your reservation, I confirmed that Free parking, Free breakfast, Free Internet, Indoor pool(s), Fitness center, Pool(s), Restaurant(s), Business center, Internet access were the amenities listed at the time you bookedOn November 1, you were contacted by our Customer Care via email and was compensated by means of HotDollars
Based on the above information, we are unable to process any additional compensation
We appreciate your business and regret your Hotwire car rental experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 9, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe this is a disrespect with the consumerThe service provider that connects the hotel to the consumer via an online platform must be responsible for solving issues like thisIf the hotel gave you the wrong information about breakfast I honestly don't careFrom the moment you advertise it in your website and use it to convince me to book the hotel with you because it's such a great price with free breakfast included, just so that later on I can find out that the deal wasn't exactly what I was told it would be, it becomes your responsibility; you are the company that stroke a deal with me
Therefore, I don't accept a compensation that is less than I spent and even worse that obligates me to get it by booking again with your company
I'm getting a hard time over dollars, I've exchanged emails directly with the company, now I'm exchanging messages via the Revdex.comThis is outrageous
Final Business Response /* (4000, 11, 2015/12/14) */
December 14,
*** ***
XXXX XXX *** Street
*** ** *** ***
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 Hotel Art Design in UruguayI understand that you are dissatisfied with your hotel reservation as the hotel doesn't have free breakfast which was confirmed in your hotel reservationAs such, you are requesting to reimburse the $that you spent for breakfast
Upon further investigation, I learned that a request to refund your $has been submitted to the right departmentWhile we issue our refunds within 7-business days of processing, it is up to your financial institution's policies on when the credit will post to your account
Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 13, 2015/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund of my extra expenses has been made, that's why we wantedIt's too bad that took so much effort of our part and that it had to involve a third party like Revdex.comEverything is settled now

Complaint: ***I am rejecting this response because:
From the CONSUMER:
Sent 12/1/11:01:AM
Complaint: ***I am rejecting this response because:
Hotwire is asking for us to provide a receipt from the hotel for our stay. This does not exist - HOTWIRE received the money for our stay. Their records will show that our debit card was charged $on 3/18/(the charge is reflected in our account on 3/20/17)The only receipt we received from the resort was for the additional $the resort charged us to stay there. They received no other monies for our stay. Our payment went directly to HOTWIRE, and that receipt (which they should have in their own records for our stay on March 18, 2017) is attached. Also attached is a copy of the resort fee we were charged.
It's pretty clear that Hotwire made a refund promise to us, which they did not intend to keep. We have spent hours trying to get this refund and it should have been a very simple matter.
Sincerely,
*** ***
Sincerely,*** ***