Hotwire

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

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, 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, 2015/09/16) */
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, 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

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, 2015/08/09) */
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.)

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, *** ***

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, 2015/12/20) */
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!

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

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, 2015/11/16) */
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, 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!!!

October 12, 2016*** ***PO Box 1470Mount Pleasant, SC 29465In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your with Baymont Inn and Suites PensacolaI regret you remain dissatisfied with the previous information we provided
As we previously mentioned, we guarantee a non-smoking room if the hotel shows a "smoke free" amenity in the details and search resultsIf the property is not "smoke free." At Hotwire, we strive for clarity on our Web siteWe make sure to point out booking details such as reservation dates, times, location(s) along the booking pathUpon completing the booking on our site, a confirmation page populates disclosing the full booking details and 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
As such, our decision to not refund your reservation remains final
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,*** ***Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/12) */
August 12,
*** ***
XXX XXX ***
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr***:
We are writing in response to your correspondence
with Hotwire and the Revdex.com regarding your Hot Rate Hotel booking at the Le Westin MontrealSpecifically, you state that you were given a rate in a currency that you did not intend to useAs such, you are requesting that we provide you with compensation totaling CADWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns
Please understand that when booking on Hotwire.com the currency will always default to United States DollarsAs you state that you originally searched for this hotel with Canadian Dollars displayed we have looked into your bookingWe have confirmed that during this booking United States Dollars was clearly displayed on your screen
If in the future you wish to change the currency that you are seeing you can change the tab that displays USD and select CADYou can confirm that you have Canadian Dollars selected by checking the upper right corner of the screen on the billing page to confirm that CAD is displayed or by asking the booking agent to make sure the reservation is made in Canadian Dollars
Based on the information above we will not provide you with compensation for this bookingWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire maintains its default setting is USD, where I am saying Hotwire quoted the price to me in CAD
Hotwire's site provides currency options on top right sideI have a print screen showing the original quote was in CADI can send a copy as an attachment to Revdex.com if you would like, Hotwire should already have a copy in my original complaint to them
When I clicked on the Book Now! button, the price changed to over $so I called Hotwire to inquire on which was correct and was told that the price was $I authorized a charge of $It turns out Hotwire's rep was talking about USD, when I was talking about CAD
It seems to me that there was an error in Hotwire's systemThe hotel quote was incorrectly displayed in CADWhen I called, the rep did not have access to the CAD quote I was referring toI understand problems happen, but I have sent Hotwire the screen twice and they have yet to acknowledge the mistakeI originally asked Hotwire for a full refundNow I am asking for a $to get this issue settledI am not prepared to negotiate down further
Final Business Response /* (4000, 9, 2015/08/18) */
August 18,
*** ***
XXX XXX ***
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 Le Westin Montreal on July 30, in Montreal, QuebecWe understand that believed the pricing to be in CAD, but were billed in USD for this reservation, and are seeking a refund of the difference in ratesWe regret any frustration this situation *** have caused
Our mobile app defaults to USD for each transactionWhen a Hotwire agent books your room for you, the default is the US websiteA review of your reservation shows it was set to USD prior to booking
When the agent who was assisting with your booking confirmed the rate of $170.00, they were providing the USD rate
Hotwire will not be able to award any compensation for this reservationWe have looked at the provided screen shots of the transaction showing CAD as your preferred currency, but the confirmation for this booking is USD, as was explained in the booking process
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, 11, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire now confirms the booking screen I accessed was in Canadian dollars, now they're saying the booking was in USD so they are unwilling to change their decisionI called Hotwire's customer service line when the confirmation rate changed to a higher priceThe agent confirmed the price at $per nightAs I was calling from Canada, had a Canadian address on my Hotwire account, and was booking a hotel in Canada, I assumed the price was in Canadian dollarsThe agent did not confirm it was in USD - Hotwire records their calls and I challenge them to provide me with evidence to the contraryIn fact, their bill does not even specify the currency the amount is charged in
Hotwire's website provides quotes in different currencies including US, Canadian, New Zealand, and Australian dollarsAs an online company servicing customers worldwide, it is only reasonable to expect their staff are trained to be aware of currency differencesI have learned through this experience that this is not necessarily the caseAs a customer, I don't know what country the website is based in and where the call centre is in
Hotwire has demonstrated an unwillingness to admit the errors it made and to make adjustments to their billing in this matterAs such, I will not be doing business with them or Expedia's other companies
I have a question for the Revdex.comWhat other recourse do I have in the matter?

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
*** ***

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
I would like to keep my booking but receive the 25% in Hot Rate dollars. Sincerely, *** ***

Initial Business Response /* (1000, 8, 2015/09/03) */
September 3,
*** ***
*** *** *** Place
*** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns, as sent through the
Revdex.com, regarding the flight reservation from Los Angeles International Airport to Manila Ninoy Aquino International AirportWe understand that you cancelled the flight, and when you went to use the retained value you were going to be charged an exchange fee and any fare difference, this total came out to be over $1,We regret any frustration this *** have caused and appreciate the time you took to bring this to our attention
When a flight is cancelled by a customer, the value of that flight is retained to be used for a future flight with the same airlineThe airline imposes an exchange fee and will charge any difference in rateThe rates are determined by the airline, not by HotwireThe new flight has to be with the original airline and the value of your original flight would be applied towards the new one
The retained value is a credit with United Airlines, not with HotwireAs Hotwire is a broker for the airlines, we do have to follow the airlines rules and policiesFor this retained value the new flight will need to be completed by November 24, and retained value is only good for the passenger *** booked
Hotwire Customer care agents are available hours a day, days a week to assist you with using the retained value for the new flightPlease do not hesitate to call 866-HOTWIRE (XXX-XXXX) for assistanceWe 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 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