Hotwire

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

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

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

March 25,
*** * *** *** *** *** ** *** *** ** ***
In response to Revdex.com Complaint ID ***, Hotwire Itineraries *** ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your Hotwire
hotel bookingI understand you are dissatisfied with your reservation as you were unable to receive a refund for the bookings in your account that was blocked by Risk Management
After review and careful consideration, Hotwire has determined that its decision to deactivate your account were warrantedUnfortunately, your transactions fell outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your booking(s)
Please be reminded that prior to completing your booking, you selected a box stating that you read, understood and accepted Hotwire’s Terms of UseIn the Terms of Use, Hotwire specifies the following, "User access to all or part of this Site may be terminated or suspended at any time, without notice and for any reason."
For liability reasons we are unable to disclose the reason for deactivationMoving forward, all contacts regarding your recent transaction under your deactivated account must be addressed with Risk Management at ***
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

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

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,*** ***

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: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,*** ***

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

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, *** ***

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, 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, 5, 2015/07/01) */
July 1,
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-XXXXX
Thank you for taking the time to contact Hotwireregarding an issue from our customerWe
appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com case number XXXXXXXX) regarding a vacation package reservationWe understand *** *** encountered difficulties while booking her vacation package reservations
Our records indicate on June 15, 2015, the customer booked a flight and hotel vacation package - itinerary XXXXXXXXXXX - using our self-service tool on the Hotwire websiteTravel was on United Airlines, departing August 5, 2015, from Oklahoma City, Oklahoma to San Diego, California, returning August8, 2015, for two passengersHotel accommodations were at the La Casa Del Zorro, checking in August 5, 2015, for three nights
Upon further research, we were able to confirm on June 15, 2015, the customer contacted Hotwire to void their vacation package bookingAt that time Hotwire processed a refund in the amount of $for the hotel portion of the booking, and the authorization held in the amount of $1,by United Airlines was released back the customer's original form of payment
After further reviewing this matter, we have confirmed the reservation was purchased by the customer or an authorized user on his account, without the assistance of a Hotwire representativeAt the time of purchase the customer was provided with the terms and conditions and pricing associated with vacation package
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itineraryIt is our customers' responsibility to review all rules and regulations and pricing prior to booking any travel
The Hotwire website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Hotwire makes every effort to update the pricing of our published inventory as often as possibleWe sincerely apologize for any inconvenience this has caused to your travel plans
Hotwire strives to offer the most competitive prices to our customers with largest base of inventory available onlineHotwire is visited by millions of customers each day, who view and purchase our inventory thus making flight and hotel pricing as well as availability change consistentlyThe Hotwire website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Hotwire makes every effort to update the pricing of our published inventory as often as possible
Please accept our apologies in regards to your recent travel experienceWe regret any inconvenience that *** have occurred and would like to assure you that your business is important to usDespite your recent experience, we encourage you to continue to use Hotwire for your future travel arrangements
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Normally for inconveniences and customer complaints Hotwire issues Hotwire dollars or hot bucksI have been a valued customer for many years and have experienced this a second timeThe first time they sent me Hotwire bucks but now they overcharge me and do not accomdate for lost time and booking a cheaper package that same exact day because I had to wait to be refunded! Thank you for the refund but I do not agree with how the situation was handled! Very poor business and I will no longer be a valued customer! There system needs to be designed to notify customers of price changes! There is no excuses!
Final Business Response /* (4000, 9, 2015/07/17) */
July 17,
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for your responseWe have reviewed the documentation/new information *** *** provided to further address her concerns
As previously advised, Hotwire website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Hotwire makes every effort to update the pricing of our published inventory as often as possibleWe sincerely apologize for any inconvenience this has caused to your travel plans
Hotwire strives to offer the most competitive prices to our customers with largest base of inventory available onlineHotwire is visited by millions of customers each day, who view and purchase our inventory thus making flight and hotel pricing as well as availability change consistentlyThe Hotwire website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Hotwire makes every effort to update the pricing of our published inventory as often as possible
We have further researched Ms***'s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to Ms***'s request for compensation
We regret that our response cannot be more favorable and hope that, despite the customer's recent experience, she will continue to use Hotwire for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our companyWe trust our position in this regard has now been clarified
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
Final Consumer Response /* (4200, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will never book travel with Hotwire again because they are a scam!

Initial Business Response /* (1000, 5, 2015/08/09) */
August 9,
*** ***
*** *** *** Court
*** ** 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 Midtown Hotel New OrleansWe understand you were unhappy with your stay, as you state the front desk agent was difficult and the room was not up to your standardsAs such you are seeking a credit in the amount of the reservation for future useWe regret any discomfort this *** have caused
After review, we have determined to apply a credit of $in Hotwire HotDollars to your account as requestedEach HotDollar is equal to one US dollar, and can be used toward any Hot Rate car or hotel reservation on the Hotwire siteYour HotDollars are available for use up to one year from the date of issue, in this case, until August 8, An email has been sent to your ***@gmail.com address with more information about the HotDollars
We regret any concern this situation *** have caused, and appreciate you took the time to express your concernsCustomer feedback helps ensure we are able to meet and exceed the high standards Hotwire customers have come to expect
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
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

March 19,
*** ***
*** *** *** ***
*** ** ***
Re: Revdex.com Case Number ***,
Dear ***,
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservation
I understand you are dissatisfied with your
recent Hotwire bookingYour dissatisfaction stems from the amount of savings you received
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:
- Email address used to complete this reservation
- 10-digit Hotwire Itinerary Number
Once we receive this information, we will be able to search further.
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate OfficeTell us why here

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

Initial Business Response /* (1000, 5, 2016/01/04) */
January 04,
*** ***
*** ***
*** ** ***
In response to Revdex.com case number XXXXXXXX, Customer's Email address: ***@gmail.com
Dear ***,
Thank you for the opportunity to address your concerns sent
through the Revdex.com regarding your existing Hotwire accountI understand you are dissatisfied with your recent reservation as the booking was cancelled and your account has been deactivated without your permission
After reviewing your Hotwire account, I confirmed the Hotwire reservation mentioned above was voidedAny time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processedSince these reservations were voided, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policiesI recommend contacting your bank for further information
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reasonBy accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of UseIf customers do not agree with any part of those Terms and Conditions, we advise they must not use the site
Going forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementIn addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX)XXX-XXXX
It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is finalIf the decision is final, you will likely not receive a call back from that departmentI understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation
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 Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents
Going forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementAll further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/12/20) */
December 20,
*** ***
*** *** Ct
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer email address ***@yahoo.com
Dear ***,
I am writing in response to your inquiry to Hotwire and the
Revdex.com regarding a hotel reservationI understand you are dissatisfied with your recent Hotwire bookingYour dissatisfaction stems from the number of beds you receivedAs such, you are requesting a refund
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:
- Email address used to complete this reservation
- 10-digit Hotwire Itinerary Number
Once we receive this information, we will be able to search further
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
providing requested information
Email address used to complete this reservation:
***@yahoo.com
10-digit Hotwire Itinerary Number:
XXXXXXXXXX
Final Business Response /* (4000, 11, 2016/01/15) */
January 15,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com case number XXXXXXXX) regarding a hotel reservationWe understand Mr*** is requesting a full refundOn December 20, we contacted Mr*** to acknowledge receipt of their Revdex.com complaint
Our records reflect on November 25, 2015, the customer self-booked a standalone hotel using Hotwire websiteHotel stay was at the Holiday Inn Express Hotel Clovis/Fresno, with a chedate of November 25, 2015, and check-out date of November 28, 2015, for four adultsThe customer is stating that, he had requested a rollaway bed for the room and was told by the front desk agent they could not offer the rollaway bed due to fire code
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 providersShould our customer encounter any problems with their reservations, we ask that they contact us immediately so we can assist in providing the appropriate resolution
We can confirm Mr*** contacted us on November 26, 2015, requesting an early check out as the hotel was unable to provide a rollaway bedOur agent did contact the hotel and was advised the customer could check out early, however the hotel would not authorize a refund for the unused nights
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the cancellation policiesIn reviewing the customer's booking, the rollaway bed was displayed as a special request, which means there is no guarantee it will be providedThe customer's reservation was confirmed for (insert the room type and bed)
Hotwire has advocated again on behalf of the customer and contacted verified with Holiday Inn Express Hotel Clovis/FresnoThe hotel advised, Mr*** did utilize the reservationThe customer was provided the room type that he booked; however the hotel could not honor the request for a rollaway bed due to fire codeAs the reservation was fully utilized, Hotwire is unable to honor the customer's request for a refund
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
Final Consumer Response /* (4200, 13, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not get the type of service I ordered
Could not get a refund after partial stay, although We booked a standard, (should be refundable) and not the discount "hot" rate
The mistake was to pay in advance
Hotwire in this case buys a discounted (nonrefundable) rate from the hotel and pockets the differenceThis is done without any notice/warning to the user of the website
If I would not pay before, just reserved, I would not have this problem
I would check-out after one night and payed for night
This is absolutely unacceptable and deceptive business practice!

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

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