Hotwire

Initial Business Response /* (1000, 8, 2016/01/20) */
January 20,
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint from *** *** (Revdex.com ID number XXXXXXXX) regarding a flight reservationWe understand the customer is requesting a full refund of her reservationOn January 20, 2016, we contact Mrs*** to acknowledge receipt of the Revdex.com complaint
Our records reflect that on October 28, 2015, Mrs*** self-booked roundtrip flight on Hotwire.com for two travelersThe flights were operated by Copa Airlines and were scheduled to depart on February 5, 2016, from Newark, NJ to Guayaquil, Ecuador and returning on February 22,
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, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersCopa 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 itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline's policies
Only the airline can make changes to your flightsThese changes are not related to the type of ticket that you bought or the company that you bought fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues
We can confirm on December 19, 2015, Copa Airlines initiated a major schedule change for the customer's reservationHotwire sent an email to the customer on December 19, 2015, advising of the change and requesting Mrs*** call our customer service department to discuss new flight options
On December 22, 2015, Mrs*** contacted Hotwire regarding the airline schedule changeOur agent provided the flight options available from the airline, however the customer did not accept and requested a refundOn behalf of the customer, our agent contacted Copa Airlines to receive authorization to refund the ticketsCopa Airlines advised us to submit for the refund request via email, of which we complied
Hotwire considers this matter resolved as of January 4, The customer contacted us regarding the status of her refundOur representative contacted Copa Airlines and was advised the previous process they advised us to follow was for tickets purchased directly on Copa Airlines websiteHotwire had to resubmit the refund request for the total amount of $The time it takes for the refund to be processed back to the original form of payment depends on the airline and the credit card company; normally 2-billing cycles
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16,
*** ***
*** *** Ave
*** ***, ** 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 hotel reservation with the Holiday Inn Express Boulder, CO for July 22, We understand that you are requesting a refund or transfer to a recognizable star hotelWe regret any frustration this *** have caused
As there is no standardized star-rating we start with Expedia's star-rating and then adjust the rating based upon reviews from our customers after they have completed their stayBased upon surveys completed, 84.6% of our customers agree with the rating, 86.4% of our customers agree with the hotel recommend score, the condition of the hotel a 3.9, room cleanliness score of 4.0, and a quality of service score We are confident that our star rating is correct for the Holiday Inn Express Boulder, CO
Regardless of Star Rating, we do expect our hotel partners to provide a clean and safe roomIf your room does not meet these specifications and the hotel is not able to work with you, please contact our hour customer service team at 800-HOTWIRE (XXX-XXXX), so we can work with you so we can find a solution
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationSavings 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 availabilityWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention
Based upon the previous information, we will not be changing the hotel you are at or honoring your request for a refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem I have is the deliberate mixing of review scores and star ratingsA score of out of on the topic of cleanliness does not mean a customer believes the hotel is a star hotel! I know I have stayed in very nice "star" hotels like Super that have wonderful service and are very clean and I would give them a rating score of out of That does not mean I think that Super is a star hotelBut essentially that is what you are saying...that because the hotels reviews have scores that average in the to range that it is a star hotelThat is preposterous, unethical, and misleadingIf you choose to use such a method, it needs to be more clearly spelled out than it is in your "ratings guide"Consumers need to be acutely aware that they *** think they are booking a star hotel but it *** be a Super Or you should no longer use the term "star ratings" because there is an implied universality when you use that termInstead you should use a term such as "Customer rating"
Final Business Response /* (4000, 9, 2015/07/26) */
July 26,
*** ***
*** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Mr***:
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, with regard to your hotel reservation with the Holiday Inn Express Boulder, CO for July 22, We understand that you disagree with the 3-star rating for this hotelWe regret any concern this *** have caused
Please understand we evaluate hotels individually as the quality can very within larger known brand hotelsThe Holiday Inn Express Boulder, CO has received good feedback from Hotwire customers, and is also listed as a 3-star property on Orbitz and Booking.comAt 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
We appreciate your business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stayed at the hotelNo way was it a star hotelI will never use Hotwire again

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

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

Complaint: ***I am rejecting this response because: No response, requesting more information. *** *** Confirmation #***, ***
When I purchased this it was advertised as a Star Hotel with a customer rating. When I got the info it is a star with a rating Motel not a hotelThe trip Advisor rating was what I based my purchase on, it was off by 1.3. This is a bait and switch. If the Trip Advisor ratings don't mean anything you should not advertise them. I am a long time customer and very disappointed.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/16) */
November 16,
*** ***
*** *** *** Rd
*** VA 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 TownePlace Suites by Marriott BaltimoreI understand you are dissatisfied with your recent hotel booking because the room did not accommodate the number of guests which you said was misinformation provided by our travel specialistWe apologize for the inconvenience this has caused you
All rooms booked through Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requestedWe do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availabilitySome properties may offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservationOur partners will do their best to make your stay as comfortable as possible
Upon investigation, we found out that our representative confirmed you would receive a room to accomodate people with our hotel partnerBased on this information, I have decided to make an exception with your booking
To further assist you in this matter, I am more than happy to refund the amount you paid for a 3rd roomPlease send us an email attachment with a copy of the hotel receipt of the additional room at ***@hotwire.comPlease be advised that this may take 7-business days upon receiving your receipt
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, 12, 2015/12/21) */
I have been waiting for the refund to be processed before I submitted a reply on whether I accept the reply or not, now it appears the case has been closedI received an email on 11/22/which stated the refund would be issued within -business daysI still have not received the refund and have emailed several times and and continue to get that there working on it and has been forwarded to the correct departmentBut with almost a month from the original email I don't think they intend to resolve the issue

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23,
*** ***
*** *** BLVD **
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Dear Mr***:
Thank you for your opportunity to address your concerns as sent through the Revdex.com,
regarding your car bookingWe understand that you are requesting a refund for the ez pass *** as well as the additional fees you incurredWe regret any frustration this *** have caused
After doing some research we have not been able to find your bookingTo further assist you, we would need you to provide to us your Hotwire Itinerary number, or the phone number or email that is on your account, so that we can access your account
We 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

November 22,
*** *** *** * *** *** *** **
***
In response to Revdex.com Complaint ID ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your experience with HotwireI understand you are dissatisfied for not being able to use the reservation as the rental agency does not exist at the location provided at the time of bookingAs such, you requested a refund of your cash outlay
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 Driver
- Email address used to complete the reservation
- Car confirmation 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, 2015/09/16) */
September 16,
*** ***
*** W *** Street
***, ** 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 Alamo rental car to pick up at the Orlando International Airport on September 11, and drop off September 14, We understand you were not able to pick up the car and a refund was processAs such, you are requesting a fax to be send to your financial institution so the funds will be available for use immediatelyWe regret any frustrations this *** have caused you
Our records indicated that the faxes were sent out to the bank on our letter head confirming a refund was process back to your card in the amount of $Hotwire partners with Alliance Global Assistance, who provides the third party insurance policies for our customersHotwire does not collect the funds for the insurance; therefore you will need to follow up directly with Allianz Global Assistance for any refund due on your insurance policyThey *** be reached at XXX-XXX-XXXXThe policy reference number is: HXXXXXXXX
We would also like to provide you with some information about booking car rental reservations on the Hotwire siteAfter selecting the pidestination, dates, and times for your booking, you are provided a list of car type options and the lowest rates available for the parameters enteredOn the left side of the page, you will see a box to "refine your search." If you will be using a debit card for the deposit, please select "Debit/Check Card." The box will expand to allow you to select "I am local." By including this information in your search, your results will be narrowed down to only those agencies able to accept a debit card for deposit from a local renter
We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2016/01/04) */
January 4,
*** ***
*** *** *** Dr
*** *** ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's 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 hotel reservation, specifically with the star rating of the propertyAs such, you requested a refund
I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we *** 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 /* (2000, 7, 2016/01/05) */
Someone helped resolve my issues, I would like to close my case, thank you!!!

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26,
*** ***
** Box ***
*** *** *** *** *** ***
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 Comfort Inn Lundy's Lane on July 24, in Niagara Falls, OntarioWe understand that you booked a Hot Rate(r) hotel reservation, and are seeking a refund because it was a smoking roomWe regret any frustration this *** have caused you
Under our Hotel Star Ratings Promise, we are constantly reviewing our hotel partners' amenity offerings, to ensure that we are providing the most accurate and date informationThe property that was booked does not list non-smoking as a specific amenity
Hotwire has reviewed the call with our Sales Agent, and confirmed at no time did you request a non-smoking room, or mention that you would not be comfortable in a smoking roomAs cited in your complaint, the Agent did provide the Terms of Use, which were verbally agreed to
At Hotwire, we obtain deeply discounted Hot Rates(r) 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 information, we are not able to honor your request for a refund
For future reservations, if a specific room type is required, we show the amenities offered by each hotel on the search results page and the hotel's details pageYou can use the filter along the top of the search results to see only hotels with a specific amenity or click the 'See All Amenities' link next to the rate you are interested inThis allows you to choose the hotel with the amenities to best meet your need, such as a smoke-free room or propertyYou can also ask the agent assisting with the booking to filter the choices for your preference
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, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is still not acceptable for many reasons
It is not anymore where smoking and non-smoking rooms were common even on your website it states the majority of rooms are non-smoking
I was on the phone not the website, so it would be the due diligence of the Sales Agent to provide me or ask me the same questions the website wouldI did not request a non-smoking room or a smoking room as it is rare to have a smoking room and by not providing that information it was deceitful to just try and book a room
The Sales Agent was more concerned about telling me about it being non-refundable then actually trying to offer customer service on booking the room and important information about it
I verbally agreed to the terms, but no terms were given about it being a smoking room therefore you did not provide the full details of the terms upon which I agreed
In regards to your future guidance - how does this help if you talk to a Sales Agent? I did not search and filter as I was talking with a Sales Agent - the Sales Agent should be the filter and ask those questions as I am not online by not doing proper due diligence with an over the phone reservation your Sales Agent made the errorI don't understand how I am at fault when I was on the phone and not the website which would have indicated smoking or non-smoking or have been able to filter - that is the job of the Sales Agent when on the phone
A good Sales Agent would ask me those questions and not put the blame on the clientI thought they were the specialists and the ones with customer service experience
You mention the hotel does not list non-smoking as a specific amenity - how would I know that???? You cannot identify the property and your agent withheld that information from me
There was also no response regarding the time I was waiting on the phone again and again to try and get through to the "refund" line or the mins that I have to wait while they looked into my request only to tell me no when they knew they were only going to say no anywayHuge waste of time and wrecked holiday plan, but no mention of that in the response?
Final Business Response /* (4000, 9, 2015/09/01) */
September 1,
*** ***
***
RE: Revdex.com Case number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms***,
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with Comfort Inn Lundy's Lane for July 24, We understand that you are requesting a refund because the room was a smoking roomWe regret any frustration this *** have caused
Under our Hotel Star Ratings Promise, we are constantly reviewing our hotel partners' amenity offerings, to ensure that we are providing the most accurate and date informationWhile reviewing your reservation we were able to confirm that the property that was booked does not list non-smoking as a specific amenity
Hotwire has reviewed the call with our Sales Agent, and confirmed at no time did you request a non-smoking room, or mention that you would not be comfortable in a smoking roomWe also found that we were provided a reference number by you when we were assisting with creating the bookingA reference number is provided once a customer has selected a shaded area and star rating for the booking they wish to completeOn that page there is a list of the amenitiesIf non-smoking is not listed, then that amenity would not have been guaranteed
We are currently in our busy season, and apologize for any hold times that *** have occurredPlease be assured, your call is important and we strive to help you as quickly as possible
Based upon the above information, our decision remains the same; we will not be providing you a refundWe regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travels needs in the future
Best Regards,
***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/08) */
Hi
This is still not acceptableHotwire is putting the blame on the customer when the agent did not fulfil her duties with providing me with the correct informationI was not on a computer and therefore I was looking to the expertise of the agent
In response to Hotwire saying that they were able to confirm the property booked does not list non-smoking as a specific amenity - I was not informed of this? How was I to know this? That is where the agent is supposed to be helping me with my booking and providing that type of informationI was on my mobile device and on the mobile app there is not a "list of amenities" or ticking a box whether you want smoking or non-smokingAgain this is where I would be looking to the agent to guide me with my reservation as these options or information did not appear on my mobile deviceAgain it would be the agent's responsibility to ask if I had any specific amenities I was looking for including a smoking or non-smoking roomI find it shocking that I was told so many times that there was no refund which was over whelming and less regarding my actually bookingPlease tell me where on a mobile device I was to tick off amenities? I started on my phone and when I needed more information that is when I called to seek the information and expertise of the agent to help with my booking and that it would be the agent's due diligence to inform me of pertinent information and any other information regarding booking a room
Thank you Hotwire for the robotic answer and finally acknowledging that I was on hold for so long, but I did not get an explanation why I was on hold for so long "while they were looking into it"Yes I was on hold because you were busy that was the first mins (twice), but then I was connected with a customer service person and put on hold again for mins while "they looked into it" and I would like to know why I was on hold for mins when the answer was always going to be noThat was a lot of my time wasted and I don't understand why and I would like to know why
***

April 14,
*** * *** *** *** ** *** ***, IN ***
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
your Hotwire hotel bookingI understand you are dissatisfied with your reservation as you were unable to receive a refund for the booking that was cancelled without noticeAs such you requested a refund
In review of your account, I confirmed that your transaction was cancelled by our Risk ManagementHotwire has determined that its decision to cancel your booking and deactivate your account were warrantedUnfortunately, your transaction falls outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your booking
The account utilized to book the reservation was refunded and will not be charged
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."
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 (415)***
Best Regards,
*** ***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 10, 2015/06/29) */
June 29,
*** ***
*** 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 car rental booking with Sixt, originally scheduled for piat the Hartsfield-Jackson Atlanta International Airport on June 15, We understand that you booked the reservation with unlimited mileage, and when you contacted Sixt you learned that there were geographical restrictionsAs such you are seeking a full refund for the reservation, as well as a refund of the funds you paid for the rental car damage protection through Allianz Global AssistanceWe regret any frustration or inconvenience this *** have caused
Here at Hotwire unlimited mileage applies to most rentals, unless noted in the search results and detailsYou can also find if it's included within the Trip Details section of your itinerary confirmationThough the mileage is unlimited, some car rental agencies and some locations *** have other geographical restrictionsAn example includes traveling outside of the state, province or countryThis information is available on the Hotwire site at http://helpcenter.hotwire.com/articles/en_US/FAQ/Is-unlimited-mileage-included⇄ /> We obtain our deeply discounted Hot Rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyWe do not have access to the reservation in the agency's systems to make changes such as a transfer to another agency locationRegardless of whether or not a reservation is used, we are charged for the bookingAs stated in the Terms of Use that you accepted at the time of booking, "This booking is final (no refunds, no changes, non-transferable)."
In consideration of the above information, we are not able to honor your request for a refund of this reservation
In order to obtain a refund for the rental car damage protection that was included with this booking, we ask that you contact Allianz Global Assistance directly, as we do not retain these fundsThey can be reached at X (XXX) XXX- XXXXIn order to identify the policy, please use the policy number HXXXXXXXX when you call
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, 12, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because I spoke with a representative from Sixt who advised me they didn't have the money and they didn't have the reservation and couldn't make the changeThey were willing to allow me to switch pickup locations, but Hotwire had to authorize itHOTWIRE refused to authorize the transferThe rental agency states they received no money from HOTWIRE for my rental because it didn't take placeFurthermore, the restrictions listed on the website prior to purchase do not state out of state travel is not allowedIt states there *** BE geographical restrictionsNondisclosure of the company made it impossible for me to determine if or what restrictions should apply!!! Simple modification such as switching to a different pickup location (which again, Sixt was willing to do) would have remedied the situationHowever, taking my money and not rendering a service is unconscionable!!!
Final Business Response /* (4000, 14, 2015/07/15) */
July 15,
*** ***
*** 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 car rental booking with Sixt, scheduled for piat the Hartsfield-Jackson Atlanta International Airport on June 15, We understand you would like to change the location of your reservation, as the agency will not allow the vehicle to be taken out of state, or cancel for a full refundWe regret any frustration this matter *** have caused
As stated in the Terms of Use that you agreed to in order to complete the booking, "This booking is final (no refunds, no changes, non-transferable)." Though the agency *** have geographical restrictions, our decision remains, we are not able to change the location or provide a refund for your Hot Rate car rental reservation
We regret inconvenience this situation caused and appreciate that you took time to express your concernsCustomer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect
Sincerely,
***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 16, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the booking was finalMy objection is that you are stating this exclusion was made available to me prior to me agreeing to the contractI reviewed the indignation and re-reviewed the information provided by your company prior to agreementIt clearly states "the company *** not" and says must provide travel itineraryI was not given an option or opportunity to present the information and because it was a blind booking, I was unable to determine if my particular travel would qualifyFurthermore, your position as to WHY took cannot refund me is because you paid SixtAccording to the agency, you did not pay themTherefore, you have pocketed my money with no obligation to provide a service!!! It was completely within your power as a company to transfer the reservation to a different pickup location and Sixt was willingYou chose not to accommodate the request and instead pocketed my moneyI do not accept the resolution because it was not my choice to cancel our change the reservationThe company has a policy which was not fully disclosed prior to bookingThe representatives at Sixt were willing to honor the reservation at a different location and it wouldn't have hurt Hotwire to allow the changeSince according to them, the money want theirs to keep but rather it was being sent to the rental agencyI don't accept this resolution because it is clear they are choosing to profit off of this situation versus do the right thingThey wouldn't have lost any money by changing the pickup locationThe rental rate wouldn't have changed

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22,
*** ***
*** *** Ave
***, ** 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 with Renaissance Orlando Airport Hotel for March 27, We understand that you had multiple browser windows open when making the booking, and were booked into the wrong areaAs such, you are requesting a refund for this reservationWe regret any frustration this *** have caused
We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions
Based upon the previous information we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future
Best Regards,
***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/07/23) */
Hotwire has again refused to honor my refundMy bank has refused to honor the credit they first gave me when I disputed the charge with themI would like further information on what action I can take next to attempt to obtain my refundOr even half of it$is pretty hard to come by, and when I did not use the hotel room, and Hotwire REFUSED to place me in the same hotel but a different location, I think THEY should be held accountable and be liable to work with me on this matter
Final Business Response /* (4000, 12, 2015/08/05) */
August 5,
*** ***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Miss ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Renaissance Orlando Airport Hotel on March 27, in Orlando, FloridaWe understand that you preferred a different location for this reservationAs such you are seeking a refundWe regret any frustration this situation *** have caused
At Hotwire, we obtain our great low 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 supplier and billed regardless if the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredIn order to complete the booking, you selected a box stating you read, understood and accepted those conditions
In consideration of the above information, we are not able to honor your request for a refund
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 /* (4200, 14, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, NO I DO NOT accept that Hotwire will not do ANYTHING for meI have completed a complaint with the California Attorney General's office against Hotwire and I intend to also complete a complaint with www.ripoff.org as well as file a complaint with www.internetblacklist.orgI will NEVER again use Hotwire (which is a shame for them because I have used them quite frequently in the past year) and I will be sure to include Hotwire, Chase Bank, and the Revdex.com in every complaint I fill out since all of these agencies failed to help me at all

Complaint: ***I am rejecting this response because: I feel it was a scam. Yes, everything was explained. It was explained so I would cancel my reservation. While I am working with your kind employee you raise the rate. When that reservation is completed you rates go back down hoping to do this to another sucker
If the Revdex.com can't help me, I will take it up with government...my government, not the Phillippines
*** ***

May 22,
Revdex.com
Hotwire.com
Complaint Department
Re: Hotwire Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Hotwire, Incregarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire, Incis responding to the consumer complaint from *** * *** (Revdex.com case number ***) regarding a flight refund request
Our records reflect on August 4, *** *** accessed Hotwire.com and self-booked a reservation for *** *** for a flight to depart from Philadelphia, PA on August 19, to San Jose, CA , (SJC) returning November 3, 2017. The customer intended to fly to San Jose, Costa Rica (SJO) and feels our website changed her reservation choice.
Hotwire makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for the customer’s review, including the final payment screenHotwire.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partnersDue to the rules and restrictions agreed to at the time of booking, we were unable to make the changes requested of offer a refund for this itinerary
Hotwire was able to review the customer’s booking path and verified their initial search screen does show they selected and searched on San Jose Int (SJC), not San Jose, Costa Rica (SJO). Once an itinerary is booked and ticketed, a confirmation email is immediately sent to the customer with all details of the booking. Our system tracks when these informational emails are sent and opened. We were able to verify that the customer did not open the confirmation email to make sure their itinerary was as they wished it to be earliy enough that Hotwire could have attempted to help them find a resolution. The customer did not contact Hotwire until their were at the airport to check in for their flight.
When the customer contacted Hotwire from the airport, we regrettably had to provide her with the airline’s fare rules for her ticket, which were agreed to at the time the customer booked the itinerary. Her ticket fare rules did not allow for the country of origin to be changed on a ticket, therefore we could not change a ticket from San Jose in the USA to San Jose in Costa Rica. This is not allowed by airline rules, and this is why the customer was required to purchase a new ticket.
As we are able to see from the customer booking screens that the wrong city/country were selected by the customer, and the emailed confirmation was not reviewed, we are not able to offer any compensation for this matter
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Corporate Customer Service

February 17, *** * *** *** *** *** *** *** ** *** 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 your reservation with Spotts Beach HousesI understand you are dissatisfied with your hotel reservation because of the condition of the propertyAs such, you requested a refund Upon review, I confirmed that a refund was processed on February 16, Please be advised that a refund normally takes to business days and is up to your financial institution as to when the funds will be available for use 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