Hotwire

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
***

March *8, 20*6*** *** *** Morgantown, WV ***In response to Revdex.com case number ***, Customer's email ***Dear ***,Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your recent Hot Rate(r) hotel reservation
I understand you are dissatisfied as your Hotwire account has been deactivatedAs such, you are requesting to reinstate your account.The Hotwire Terms of Use indicates user access to all or part of the Hotwire website may be terminated or suspended at any time, without notice and for any reasonBy accessing, browsing and using the Hotwire website, 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 siteGoing forward, any future booking attempts on Hotwire*** will be blocked by Risk ManagementIn addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (*** 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 departmentFor liability reasons we are unable to disclose the reason for deactivation.Best regards,*** ***Customer Care RelationsHotwire Corporate Office

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

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

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

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

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue
from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Ms*** please provide an itinerary number and the email address associated to the customer's accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14,
*** ***
*** *** *** Road
*** ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Dear Ms***,
Thank you again for the opportunity to address your concerns as sent through the Revdex.com
concerning your car rental reservationWe understand that you are seeking a resolution for a car rental reservation booked with CarRentals.comWe regret any frustration this issue *** have caused
As you state that your reservation was booked with Carrentals.com, we ask that you direct your correspondence to their customer service to resolve this issueHotwire does not have access to reservations booked with Carrentals.com
If you have any questions or concerns at any time regarding a Hotwire booking, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 11, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a full refund from the company

May 27, *** * *** *** *** *** *** ** *** In response to Revdex.com Complaint ID ***, customer e-mail address *** Dear ***, I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your Hotwire
transactionI understand you need to stop a transaction on Hotwire I regret to hear that you did not resolve this with our customer service I attempted to locate the transaction that you would want to get assistance withHowever, I am unable to locate any transaction from your provided informationSo we may locate the transaction you are referring to, please reply with the following information: If this is about a hotel booking, please provide the following: - First and last name of the Primary guest/First and last name of the Primary Driver - Email address used to complete the reservation- 10-digit Hotwire Itinerary Number Once we receive this information, we will be more than happy to research further. Best regards, *** *** Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/15) */
January 15,
*** **
***
***, ***
In response to Revdex.com case number ***, Hotwire Itinerary ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through the
Revdex.com, regarding your reservation with Hyatt Chicago Magnificent MileI understand you are dissatisfied with your recent hotel booking because the room did not accommodate the number of guests listed on the reservationAs such, you are requesting a refund
All rooms booked on 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 availabilityIn case the bed types will not fit the number of guests, we recommend contacting Hotwire Customer Care at *** for assistance
Upon investigation, I confirmed you contacted us on January 1, 2015, same day as your check-outBecause a contact was not made before your cheday or during your stay, please understand our options are very limitedAs an exception, we still provided HotDollars to your account under *** which you can use in booking HotRate (r) Hotels and HotRate (r) Cars
Based on the above information, I am unable to honor your refund request
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your responseHowever, I am not satisfied with your decision to not honor my refund request
I reviewed my Hotwire confirmation emails and nowhere have you recommended that I call Hotwire Customer Care in the event the bed types don't fit the number of guests upon arrivalProviding me with this recommendation in your most recent response, is of no useFurther, I am Canadian and expecting me to call a U.Scompany from Chicago that would have resulted in an extended conversation and significant cell phone roaming charges is inappropriateAs a customer I should not be subject to this level of inconvenience and expense
When I booked my hotel I selected Hotwire over other providers (i.ePriceline) because your service provides the option to accommodate four guests per hotel roomIn your response you even state, "All rooms booked on 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 requested." Clearly Hotwire did not deliver in this commitment and as far as I am concerned, this is misleading advertisement!!
As a traveller I was counting on your services to deliver what I had already prepaid for; namely, a hotel room that will sleep a family of fourThis should not mean that members of the family are expected to sleep on the floor!! This is fundamental to the transaction and clearly Hotwire did not deliver on its endYour company's failure to provide what I had prepaid for essentially ruined our vacation!
I would like to reiterate my request for a full refund
Final Business Response /* (4000, 9, 2016/02/08) */
February 8,
*** **
***
***, ***
In response to Revdex.com case number ***,
Hotwire Itinerary ***
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Hyatt Chicago Magnificent MileI regret you remain dissatisfied with our response, as you feel the HotDollars is inadequate compensationThus, you are requesting for a full refund
There are several places on Hotwire.com where we communicate our bedding policiesWe address questions about bed type in our Help Center located at the top of every page in the right hand cornerIn addition, we relay our bed policies in our Hotwire Terms of UsePrior to completing the booking, you selected a box stating you have read, understood and accepted those conditions
We take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotelsOur target audience is the flexible traveler looking for the deepest discountsTo obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete
After further investigation, I confirmed that you were only able to contact us not until after the booking, which made our options very limitedAs we have verified you were able to utilize the reservation, our decision to not honor your request for a full refund remain unchanged
Please be advise that in addition to the Hotdollars credit we apply another Hotdollars credit for the inconvenience this might have cause youWhile I understand this may not be the resolution you were looking for, this is my final decision and replyI am unable to consider your situation for any additional compensation
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reimbursing me a mere $is unsatisfactory compensation for me having the indignity of having to sleep on a hotel room floorFurthermore, reimbursing me with your "Hotdollars" adds insult to injury as my family has no intention of using Hotwire's again as I have no confidence in the service your company providesWhy would I risk ruining my family's future vacation plans by using your services again?
Booking a hotel room is a simple, straightforward transactionI pay you my money for a room that accommodates people...you provide me with a room that accommodates peopleI should not have to hire a lawyer to scrutinize the terms and condition of a simple hotel booking transaction as if this was a new home purchase
You say, "Our target audience is the flexible traveler looking for the deepest discountsTo obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete." The flexibility that users of your service generally accept is the willingness to not know which specific hotel has been bookedThe "flexibility" line is crossed when your company provides a room with insufficient beds for the number of guests and expects someone to sleep on the floor
I have reviewed your "Help Center" (***?) and found the following Q/A:
"How many beds are in the hotel room?
All rooms booked under Hotwire will accommodate the appropriate number of guests in each room based on the number of guests you provided and the number of rooms you requested when you booked."
As per my previous message, I would like to reiterate that Hotwire did not deliver on this Q/A commitment as the room provided did not accommodate the appropriate number of guests in my partyExpecting your customers to sleep on the floor is not appropriate accommodation!!
Given that I was provided with a room for two nights, albeit with me having the indignity of having to sleep on a hotel floor, I am willing to accept a less than full refundI would like to request a $refund to my credit cardAgain, reimbursing me with your "Hot Dollars" is unacceptable and unsatisfactory

Initial Business Response /* (1000, 5, 2015/09/13) */
September 13,
*** ***
*** *** Ct Drive
*** *** ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Dear Ms***
We are writing in response to your correspondence with Hotwire and the Revdex.com
regarding your Hot Rate Hotel reservationSpecifically, you state that after knowing of the location of the hotel you decided you would rather not stay thereAs such, you are requesting that we provide you with a refundWe regret the frustration and inconvenience this *** have created, and appreciate the time you took to express your concerns
With the information that you have provided in your letter to us via the Revdex.com we are unable to locate your account or reservationPlease provide us with your Hotwire itinerary number because the order number you provided does not provide accessThe phone number and email address associated with your Hotwire account would also help expedite our investigation
We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future
Best regards,
***
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is the itenrary number, that is the only number I was givenSo clearly the same issues with customer service existThe email address I used was ***@***
I made my issue very clear in the previous complaintI tried to cancel in the time frame, but was unable to get ahold of anyone
Final Business Response /* (4000, 14, 2015/12/08) */
December 3,
Revdex.com
Hotwire - San Francisco Bay Area and
Northern Coastal California
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number XXXXXXXX) regarding a refund requestWe understand Ms*** is asking that Hotwire.com provide a refund for a recent hotel bookingOn December 3, we contacted the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate that on September 3, at 6:PM the customer accessed Hotwire Powered by Expedia and self-booked a hotel reservation at the Super Motel in Whites Creek, Tennessee to arrive on September 4, and checking out September 6, Itinerary # XXXXXXXXXXX was created and $USD was charged to the customer's account
The terms of the booking, agreed to by the customer before finalizing the booking, were:
Cancellation and Change Policy: Refundable
Cancellations or changes made after 4:PM local hotel time, Thursday, September 03, are subject to a hotel fee equal to night(s) plus taxes and fees
Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation
Per the hotel terms, the booking was in one night penalty at the time of booking, as it was after p.mlocal time on September 3, when the customer reserved the roomHad the customer reached Hotwire before 2:P.Mon September 4, 2015, which is the hotel's chetime and the point of full penalty, we would have been able to refund the second night of the reservationThe booking party, (Ms***) would need to be on the phone to request cancellation of her itinerary, and we do not show the customer contacted Hotwire before the hotel check in time
Hotwire Powered by Expedia does encourage our customers to research hotels, before finalizing their purchase, so they can make informed choicesSuper Motel, Whites Creek, has fully charged Hotwire for the customer's itinerary and we are unable to agree to a refundWe regret our decision cannot be more favorable
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

October 7,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case: O-***
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
Our records reflect that on October 3, 2016, Mr*** booked a two-night stay at the Best Western Plus Dana Point Inn-by-the-sea from October 4, 2016, through October 6, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Hotwire’s website, without the assistance of a Hotwire representative
We understand form Mr***’s complaint that he is disputing the amount that he paid for this bookingMr*** stated that he was informed that he would receive a price adjustment due to his complaint that the price that he was charged by Hotwire was more that than what the property would have charged himMr*** states that he was informed by Best Western that he could have the two day reservation for $He is requesting a refund of $which is the total amount that he paid for a two day stayHe goes on to say that Hotwire offered a refund in the event that his stay was unsatisfactory; subject to hotel rules
After review, we contacted the Best Western on Mr***’s behalfWe were informed that he booked a Premium Ocean view room which was a higher rate than a standard roomOur records do state however, that we also contacted the property manager on October 3, 2016, and he agreed to an adjustment that would cost the customer $totalBased on this information we processed a refund of $On October 7, 2016, the refund was processed to the original form of paymentRefunds like these usually take between 3-business days to post
When acting as their own travel agent, it is the customer’s responsibility prior to completing the purchase, to review and verify all travel detailsAs such, Hotwire is unable to offer additional compensation for this booking
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service

Initial Business Response /* (1000, 5, 2015/12/01) */
December 01,
*** ***
*** 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 Omni Royal Crescent HotelI understand you are unable to use your reservation because of your medical conditionAs such, you requested a refund
After reviewing your account, I confirmed that you booked a Hot Rate(r) HotelOur Hot Rate(r) reservations are booked as non-refundable and non-changeable in order to obtain low discounted rates from our partnersWe do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances but we do require specific documentation
In your case, to review your reservation for a possible refund, we required medical documentation from your doctor stating you were unable to travel on the specific dates of the reservationThe letter does not need to specify what the condition is and must be signed by the doctor
On November 22, 2015, we processed an exception refund in the amount of $Refunds typically takes 1-business days and is then up to your financial institution as to when the funds will be available for use
We appreciate your business and look forward to serve your travel needs in the near future
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27,
*** ***
*** *** *** ***
*** ** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservation in Hotel Pigeon ForgeI understand you are dissatisfied with your recent hotel reservation, specifically with the savings that you getAlso regards to the cleanliness and you said that you don't like the hotel that's why you are asking for a full refund
Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesAllow me to further clarifyIf we were to compile a list of the retail rates we found for all the star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the listDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings fromI apologize for any confusion
On Hotwire, there are two types of hotel reservations: HotRates Hotels and HotelFor Hotel bookings details are provided prior to booking and *** be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after booking
After reviewing your reservation, I confirmed you booked a HotRate HotelFor Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer booksThese restrictions enable our partners to better manage their unsold rooms
On the final page of the HotRate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
All bookings are finalNo refunds, changes or transfers
Your account will be billed for the full amount when you book
After you book, the hotel's name and address will be revealed
Hotels will require a credit card when you check in; debit cards *** not be accepted
You'll pay the hotel directly for additional charges, like room service or resort fees
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed
Sometimes amenities *** be closed for the season or for renovation, though we try to show what's currently available
Based on the information listed above, I am unable to honor your request for a full refund
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable, we had to stay at the hotel, because with our money tied up we had no choice
The reservations were incorrect so not only did we have to spend an additional $(yes it was cheaper to actually go through the hotel) for an additional room because hot wire site omitted our two kidsThe room was absolutely filthy, we have picturesdaughter adult daughter new hoodie was taken maid stole mine and my husband's pain medication , our suitcases were complete ly gone through my d had to put up a do mot disturbed sign on our door so they didn't come back in and steal any moreWe did not advise mint because we was afraid of retaliatory actsUpon check out a mrg wasn't availableIve called three times no meg call back
Final Business Response /* (4000, 9, 2015/11/18) */
November 18,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Hotel Pigeon Forge in TennesseeI regret you remain dissatisfied with your Hot Rate(r) hotel booking as you feel that we did not provide adequate savings that we posted on the websiteIn addition, you are claiming that the hotel offers higher discount compared to what we are giving
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationOur Low Price Guarantee provides a refund in the amount the difference to customers who find a lower rate than the Hotwire rate within hours of bookingPlease allow me to clarify how the savings promoted on our site is determinedAt Hotwire, we strive for clarity during the booking process
We guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further reviewBecause contact was not made to us until after the reservation dates, please understand our options are limited
In further review your account, I contacted the property and spoke to ***He confirmed that the reservation was used and there was no notation of any complainsHe also rectified that if in case customer disputed on the cleanliness of the room they can give an option to have the room switch or have the room cleaned
Based on the information above, I am unable to honor your request to refundWe appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Complaint: ***I am rejecting this response because:Sincerely,*** ***

August 29,
*** *** * *** *** *** *** ** ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with Extended Stay America - Seattle - Bothell - WestI regret you remain dissatisfied with the previous information we provided
As previously mentioned, how the property will choose to provide the amenity to their guests is their decision to makeAdditionally, your reservation does indicate free breakfast, however, the type of breakfast is not a guarantee
At this time, we remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your feedback and will be sure to keep your comments on file for future evaluations of this establishment
As such, our decision remains the sameWe are unable to honor your refund request
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,
*** ***Customer Care RelationsHotwire Corporate Office

Complaint: ***
I am rejecting this response because:This was a reply and not a resolution To resolve this Hotwire will need to reimburse the money for the resetvation that was not used .Hotwire sent a request for more information The information is provided below To resolve this they will need to reimburse for the un-used reservation that was chargedThe information they are requesting is as follows: Name on reservation: *** ***Associated email for the reservation: ***Reservation number (were listed on the email confirmation from Hotwire): *** *** ***
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/31) */
*** 31,
*** ***
*** *** Court
*** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com, regarding your booking with the Courtyard by Marriott Isla Verde Beach ResortWe understand you are dissatisfied with your recently booked hotel reservation; specifically, the star ratingWe regret any concern or inconvenience this *** have caused
Upon review, we see that this Hot Rate reservation was booked by you with the hotel at a 3.5-star ratingWe have listed below the current star-rating for this hotel on a few other well-known travel sites:
Tripadvisor.com
Expedia.com
Hotels.com
Yelp.com
Travelocity.com
Priceline.com
Please understand, currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedbackOur customers provide Hotwire with over half a million hotel reviews every yearIf the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the ratingIf a large percent of our customers think the star rating should be higher, Hotwire *** then raise the hotel's ratingWe assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis
At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable
In light of the above, we are not able to honor your request for a full refund, nor change your reservation to a hotel with a higher star-rating
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 Express customer care at X-XXX-XXX-XXXX
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire's response confirms that I booked a star rating hotel which is the basis of my complaintThe hotel is advertised as a star hotelThe trip summary states a star hotelPrior to booking it is presented as a star hotelAfter booking/payment Hotwire confirms a booking for a star hotelI have documentation showing the star rating that I was attempting to book prior to paymentThis star rating is still being advertisedIs it legal to change the rating after booking?
Also, I did not request a full refund, I requested compensation equal to the difference in price of the star hotel that was advertised and the star hotel that was delivered
Please let me know how to send documentation of the star rating of the advertised hotel
Final Business Response /* (4000, 10, 2015/06/14) */
June 14,
*** ***
*** *** Court
*** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***,
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Courtyard by Marriott Isla Verde Beach ResortWe understand that you remain dissatisfied with your recently booked hotel reservation, as you state you booked a 4-star hotel, and you wish to submit documentation to support thisWe regret any continued concern this *** have caused
Our records show this reservation was selected and booked with a 3.5-star ratingIf you have dated documents showing that you selected and booked with a 4-star rating, we will be happy to review this issueYou *** submit your documents via fax, at X (XXX) XXX-XXXXPlease include your full name and the itinerary number on your fax
At this time our decision remains, we are not able to provide you with compensation for this issue
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 Express customer care at X-XXX-XXX-XXXX
Sincerely,
*** ***
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 12, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution has been proposed, but we are a step closer to a resolution in that Hotwire has asked for dated documents showing that I booked with a 4-star ratingThe 4-star rating occurred prior to bookingThe 4-star rating was and currently is still advertised on hotwire, however there is no date stamp to provideThe date stamp that I have occurred after booking
I can provide a current screenshot of the 4-star rating that a consumer receives from the Hotwire website, or the steps below to generate the 4-star rating:
Go to Hotwire.com, choose hotels
Type, "Isla Verde" as the destination
Select "Isla Verde, Carolina, Puerto Rico"
The second selection that is generated will show the 4-star rating that is received prior to booking
link is here:
***
Upon selecting this choice you will be provided with comparable hotels and a trip summary
link is here
***
The discrepancy is that at this point, the trip summary still provides a 4-star rating but once the hotel is booked and paid for, the confirmation will show a star rating
In addition to the links above, I can provide a current screenshot of the 4-star rating received in steps and as well as the inconsistent star rating that was received in the confirmation
I can scan the abovementioned documents and send via an email address for better resolution than a faxed document will providePlease submit an email address or use the links above
Thank you

Initial Business Response /* (1000, 5, 2015/12/01) */
December 01,
*** ***
*** E*** Blvd
*** *** ** 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 Fairmont MayakobaI understand you are dissatisfied with your recent hotel booking because of the $resort fee that the hotel charged youAs such, you are requesting a refund for that amount
At Hotwire, we strive for clarity during the booking processOn the final billing page, we present a bulleted list of Hotel Rules and RestrictionsWithin those restrictions the following statement is provided:
"You'll pay the hotel directly for additional charges, like room service or resort fees."
Those rules and restrictions are part of the Hotwire Terms of Use you agreed toAll Hot Rate bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing your booking, you selected a box stating you read, understood and accepted the Terms of use
Based on that information, I am unable to reimburse the $resort fee you paid to the hotel directly
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The T&C say that extra fees will be paid to the hotel directly, but NOWHERE does the T&C say that mandatory fees are not disclosedIf the listing disclosed there was a mandatory resort fee, obviously, as per the T&C, I would pay the hotel directlyAccording to the FTC, as well as common sense, this is fraudThe price shown on your page is, say, $for a hotel roomThe customer pays this $up front, and you said, it's non-refundableBut then upon arrival, the hotel can say the actual price is $500, so the customer has to pay ANOTHER $300or else he loses the $he already paid, and has no hotel roomThis is why the FTC made it crystal clear that you MUST notify the user prior to making payment that there are additional mandatory fees that he will have to pay the hotel
It is absurd you try to lump this into optional things like 'room service'Obviously, everyone understands the price on your page is for the room only, and if the customer wants food, or laundry, etc., that's extraThat's completely different than a mandatory fee that must be paid before you can have the roomWithout paying this additional, mandatory fee, your customers get nothingAnd, according to your response, if your web site says the price per night is $200, he could really be forced to pay an additional $1,at checkin, so the price is actually $2,000, not $
What if another industry tried this? You go into Best Buy and buy a TV for $2,And then after you pay, Best Buy says before they give you the TV you paid for, you'll have to pay an additional $2,And that the $2,you already paid is non-refundableSo if you don't pay them the extra money, they'll keep your $2,and you'll walk out with nothingWould you accept this? Or would you file charges of fraud?
Since this is precisely what Hotwire is doing, it is fraudThe FTC determined it was fraud and ordered Hotwire to stop this fraudulent practiceTherefore, even if costs me a lot in legal fees, I will pay whatever is necessary to expose this fraudI will dispute the credit card charge, but also will begin investigating the options for filing a class-action suit on behalf of all the victims of your fraud
Final Business Response /* (4000, 9, 2015/12/22) */
December 30,
*** ***
*** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear ***,
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with Fairmont MayakobaI regret you remain dissatisfied with your Hot Rate(r) hotel reservation as you were charged for Resort Fee, which was not indicated prior to bookingAs such you are requesting for $per person fee
As previously discussed, our Hot Rate(r) hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest ratesIn order to ensure this guarantee is honored, we are not always able to post certain specifics about the hotel such as resort fee, parking services and any associated feesRather, we can only mention there *** be a charge as stated on the final billing page
On the final page of the Hot Rate(r) hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
-All bookings are finalNo refunds, changes or transfers
-Your account will be billed for the full amount when you book
-After you book, the hotel's name and address will be revealed
-Hotels will require a credit card when you check in; debit cards *** not be accepted
-You'll pay the hotel directly for additional charges, like room service or resort fees
-Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed
-Sometimes amenities *** be closed for the season or for renovation, though we try to show what's currently available
Based on the information provided above, feel we provided a sufficient amount of avenues of obtaining information regarding resort fees prior to bookingThat being stated, my decision remains the same and am unable to provide a refund regarding this matter
Best regards,
***
Customer Care Relations
Hotwire Corporate Office
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2016/01/07) */
January 7,
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: O-XXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire
regarding an issue from our customerWe appreciate the Revdex.com allowing us 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 Mr*** *** (Revdex.com case number XXXXXXX ) regarding a refundWe understand Mr*** *** is requesting a refund for a flight reservationOn January 06, 2016, we contacted Mr*** *** to acknowledge receipt of his Revdex.com complaint
Our records reflect on September 18, 2015, the customer self-booked a flight reservation for *** for travel on Oct 2, 2015, from Los Angeles, CA (LAX) to Indianapolis, IN with Delta and returning on October 11, under itinerary number XXXXXXXXXX for a total cost of $Travel insurance was purchase as well for the total of $
The customer self-booked another flight reservation for *** leaving on October 02, from Los Angeles, CA (LAX) to Indianapolis, IN with Delta and returning on October 12, for itinerary number XXXXXXXXXXX for a total of $
We can confirm Mr*** contacted us on September 18, 2015, to cancel itinerary #XXXXXXXXXXX, as he needed to change the return datesThe reservation was within the 24-hour courtesy cancellation period and was voided on September 18, As the reservation was voided within this timeframe, our records also indicate that Mr*** *** was not charged for this itineraryThe transaction amount of $was only a pending authorization; the amount should have fell off on his credit card or bank account within to hours
Mr*** did contact us again on September 23, 2015, regarding a refundIn reviewing the transaction history for Mr*** account, we have verified he was not charged for itinerary # XXXXXXXXXXXHe was provided a refund of the travel insurance on September 30, 2015, in the amount of $No further refund will be provided regarding this itineraryWe ask that the customer review his billing statements, starting with September 2015, to determine whether his bank released the pending authorization back to his account
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