Hotwire

Revdex.com: *** ***-***
To be clear of details for my complaintI booked hotel for $I saw that I was charged $I called customer service and was instructed to go back and take a screenshot of the price.The hotel was still at the price I booked it atI called back to confirm that it was receivedThe support emailed me that they couldn't do anything about it since prices changeI did not get any communications about price increase before bookingI want a full refund for my inconvenienceI have called and emailed sereval times and wasted so much time
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

March 4, *** *** *** *** *** *** ** *** In response to Revdex.com Complaint ID ***, customer email address *** I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservationI understand
you are dissatisfied because of not being able to change or cancel your booking that you indicated was booked in error 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, 2015/06/14) */
June 14,
*** ***
*** *** ***
** *** CA 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 Viceroy New YorkAs stated in your correspondence, you disagree with the star-rating for this property, and note that the Viceroy New York was not the last hotel booked in this star rating for these dates as listed on the Hotwire site while you were bookingYou also state that the savings for this reservation were not as expectedWe 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 reservationWe strive for clarity during the booking process, and 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
When searching for a hotel on the Hotwire site, you *** see the name of the last hotel booked by a customer for those dates in the star-rating level you are searchingThough this *** be the hotel booked, it is not a guarantee you will receive this hotel
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 Viceroy New York is a 5- star hotel on Hotwire
We have checked other well-known travel sites, and found the 5-star rating for this hotel to be consistentThe Viceroy New York is also listed as a 5-star on the following:
Expedia.com 5-star
Tripadvisor.com 5-star
Hotels.com 5-star
Booking.com 5-star
Travelocity 5-star
Trivago 5-star
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 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 are not able to change your reservation or issue a refundWe appreciate your continued 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, 8, 2015/06/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This response is BS but hotwire corporate has already given me a full refund two days agoThis complaint has been resolved to my satisfaction

Complaint: ***I am rejecting this response because it is an automated response and not trueI rented the car under my name, and due to a brain injury, I am not the primary driverI added Alan as a driver, and NEVER as a customerMy order confirmation from your company says that I am the customer, so I never had an issue with the order confirmationIn fact, your company changed the driver to a customer when it was sent to ThriftyThrifty honored my order confirmation because what I was saying was true and of course I wasn’t going to rebook the car at almost times what I paid, just days before my trip. Sincerely,*** ***

June 21,
*** *** *** *** ** *** ** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding the car
reservation you booked with HotwireI understand you are dissatisfied with your recent car bookingWhile you indicated that you understand that your reservation was non-refundable, you claim that you were charged twice for this transactionAs such, you requested a refund of one of the transactions where you were charged in the amount of $
Upon review of your account, we confirmed that you have another booking made on the same dayYour second booking is Hotwire Itinerary ***It shows that this reservation is identical to the details of your reservation, ***Bookings were made separately on different times
While we can’t cancel both your reservations as you booked a non-refundable deal, we honored an exception to cancel one of them that you seem are not aware of
We issued a full refund of that booking in the amount of $Please be advised, refunds may take one to two business days 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

June 7,
*** ***
*** *** **
***, PA ***
In response to Revdex.com Complaint ID ***1, customer e-mail
address ***
Dear ***,
Thank you
for the opportunity to address your concerns as
sent through the Revdex.com, regarding a transaction on HotwireI
understand you are dissatisfied because of a transaction that you indicated you
and your son did not authorizeAs such, you requested a refund
Please understand, we employ robust methods to guard
against fraud but no company is able to prevent every case of fraudOur Risk
Management department is specially trained to handle these sensitive issuesIf
a customer feels a fraudulent booking took place, we provide a service
permitting a customer to file a fraud report for further investigationThat
being stated, submitting a fraud report does not prompt a refund of the
bookingRather, it notifies our Risk Management team fraud has occurredAny
pursuance made to get reimbursed for the unauthorized charge must be done
through the customer’s financial institution
Again, if you think the transaction was fraudulent, we
recommend to report directly with your Financial InstitutionAny pursuance
made to get reimbursed for the unauthorized charge must be done with them
We appreciate your business and regret your Hotwire
experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

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,*** ***

Initial Business Response /* (1000, 5, 2015/10/04) */
*** ***
*** N *** Ave #X XXXXX
*** **
Re: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 the Empire Hotel Kowloon Tsim Sha TsuiI understand you are dissatisfied with your recent Hot Rate hotel booking as you feel that the rate increased upon confirmationAs such, you are requesting a full refund; equivalent to $
Allow me to further clarify how the rates provided on our site are derivedAs we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demandAt Hotwire, we strive for clarity on our Web siteWe make sure to point out booking details such as reservation dates, times, location(s), rates along the booking pathIn this situation as long as you haven't confirmed the reservation, the rate is not guaranteed
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use
We also appreciate you sending all the documentation to further review this situationHowever, the documents do not support the claim for refundWhile I understand this *** not be the resolution you were looking for, this is my final decisionI am unable to consider your situation for any compensation
We appreciate your business and hope to better serve you in your future travelsIf you have any questions or concerns at any time, please feel free to contact our 24-hour Customer Care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Customer Care Relations
Hotwire Corporate Office

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** *** has refunded me the amount after numerous conversations and addressed my issue
Thanks for nothing to Hotwire with their automated negative response ***Buyers beware of doing business with this company***Sincerely, *** *** ***

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:I refuse to accept that there is nothing that can be doneRevdex.com may close this case, but rest assured my family or I will nevee book with Hotwire again.Sincerely,*** ***

Initial Business Response /* (1000, 8, 2015/06/24) */
June 24,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXX
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 Ms*** *** (Revdex.com case number XXXXXXXX) regarding a package reservation
Our records indicate that on June 2, 2015, Ms*** self-booked a package reservation using Hotwire's website, itinerary XXXXXXXXXXXThe package included a car rental and hotel accommodationsThe hotel portion of the booking was with Sleep Inn And Suites Lebanon, *** *** for a check in on June 4, 2015, and a check out on June 6, We understand Ms*** is requesting a refund for the car rental portion and the second night of the hotel portion of this booking
We have verified that this matter was resolved on June 5, 2015, when Ms*** contacted Hotwire in regards of this issueThe customer's call was escalated to Hotwire's Corporate Customer Service team and the assisting representative contacted the hotel on Ms***'s behalf to request a refundA refund in the amount of $was issued for the second night of the hotel reservation, with the hotel's approvalA full refund in the amount of $was also issued, for the car rental portion of the booking
We regret Ms***'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 experienceHer comments will be forwarded to the appropriate department to utilize for further training and improvements in our services
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 /* (2000, 10, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2015/09/22) */
September 22,
Revdex.com
Hotwire - Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com complaint #XXXXXXXX) regarding the content issues encounter and the refund request
Our records show on August 31, 2015, Ms*** self-booked a Hotwire.com flight reservation via booking number XXXXXXXXXXX traveling commencing on September 4, with Frontier AirlinesWe understand from Ms***'s complaint, she selected a flight with a hour free cancelation at the time of bookingThe customer also stated after trying to cancel the reservation, she was advised no refund could be given based on the airline's cancelation policy and in order to change it, a fee needed to be paidMs*** is requesting a refund for fee to change the flight due to misleading information received from the website
Upon researching the customer's complaint, Ms*** brought this matter to our attention on August 31, The customer was advised due to the airline's change and cancelation policy, changes could not be made without a feeWe can also confirm via the actual booking process, Ms*** was giving a link where full details of Frontier Airline's change and cancelation policy could be viewed and stated ticket was non-refundable
Hotwire acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorHotwire makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details on several pages for the customer to reviewBased on the information provided above, we are unable to honor Ms***'s refund request
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, 2015/11/24) */
November 24,
*** ***
XXXXX NE *** Place Apt **
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email ***@yahoo.com
Dear ***,
Thank you for the opportunity to address your concerns
as sent through the Revdex.com, regarding your attempt to complete a bookingI understand your dissatisfaction stems from the charges that you're seeing on your account even though the reservation was not successful
I attempted to locate the information referenced in your emailHowever, I am unable to locate a Hotwire account based on the information which was provided
Please reply associated with the account (this would have been provided at the time of booking), as well as two of the following identification pieces for security verification:
- Hotwire itinerary number
- First and last name of the passenger, primary guest, or primary driver
- First and last name of the account holder
- Phone number associated with the account
- Reservation number
- Zip code associated with the account
Once we receive this information, we will be able to search further and provide you with a response to your inquiry
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, 5, 2015/09/17) */
September 17,
*** ***
*** *** St ***
*** ** XXXXX
RE: Revdex.com case #XXXXXXXX
Itinerary # N/A
Dear *** ***:
Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your recent hotel booking with HotwireAs stated in your complaint, you were offered a $credit but did not receive itWe regret any frustration this has caused
With the information you have provided we were unable to locate an account with any recent bookingsIf you would like us to look in to this further please provide us with one or all of the following:
Itinerary number (preferred)
Email address used for the account
Phone number used for the account
You *** also call us anytime at our hour customer care at 866-HOTWIRE (XXX-XXXX) to have this researchedWe appreciate your business and look forward to assisting with your future travels
Sincerely,
***
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/04) */
June 4,
*** ***
*** *** Drive
*** *** CO 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 Best Western Airport Inn - Monroe, LAAs stated in your letter, you felt mislead 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 listed on our site is determinedWe 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
In consideration of the above, we are not able to honor your request for a full refund
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations

Yes, I did receive itThe complaint can be closedThank you
Respectfully,
*** ***

Complaint: ***I am rejecting this response because: hotwire is lyingSincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/06) */
November 6,
*** ***
*** S *** Street
***, ** 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 Hotel Villa del SolI understand you are dissatisfied with your recent Hotwire booking because you do not agree that the property is comparable to the list of hotels we list as examples on our websiteAs such, you are requesting a full refund
At Hotwire, we strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s)For our Hot Rate(r) Hotels, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighbourhoodsAt the top of the list, we are sure to inform our customers of the "Hotels in our 3-star collection" with a list of examplesNext to the hotel examples, we call out that the examples shown are not guaranteed to be one of the hotels a customer *** receive when completing their reservation
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIn the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our associates are available 24-and are dedicated to answering any questions you *** have before or after you make a reservation
Based on the information above, 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 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 Orient Fashion Hotel in Shenzhen, ChinaI understand you are dissatisfied with your recent hotel reservation as you ended up booking a new reservation at a different property due to the hotel is no longer in businessAs such, you are requesting for refundIn the amount of $
First, allow me to apologize for any inconvenience or frustration this has caused youI appreciate you took the time to express your concernCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
Allow me to assure you this experience is not typical of what our customers can expect when booking with HotwireUpon further investigation, I have confirmed that we have asked you to send us a copy of the receipt of the booking you made with a different property for reimbursement, which we have processed for a manual refund in the amount of $(CNY)I also processed the cancellation and refund of the reservation booked with us in the amount of $for the unused nights, as the charge for the new reservation was fully refunded to you by our Finance DepartmentThe refund typically takes 1-business days for the funds to return to your financial institutionIt is then up to your financial institution as to when the funds will be available for use
As we have only received a copy of your hotel booking for just only one night, we are unable to honor your request for reimbursement of the second night stay you had at the new hotel
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office