Hotwire

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?

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

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

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

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, 2015/06/17) */
June 17,
*** ***
*** Box XXXXX
*** ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent through
the Revdex.com, regarding your booking with the Eureka Hotel in Dubai, United Arab EmiratesWe understand that you were unhappy with your stay, as you felt the hotel was not a 3.5-star property, and you are seeking a refund or credit in the amount of the bookingWe regret any inconvenience or frustration this *** have caused
At Hotwire, our star-rating starts off with the Expedia star-rating and we continually review and update the star-rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelThere is no national star rating system and even though a hotel chain *** fall under a certain star rating, here at Hotwire each hotel is rated individually based on the experience of Hotwire customers who have stayed there and provided their feedbackBecause of the feedback we received on this hotel, we have adjusted the star-rating for this property, and the Eureka Hotel in Dubai, United Arab Emirates is now listed as a 2-star with Hotwire
We recognize this situation is less than ideal and do our best to work with our customers if issues like this ariseThough we are not able to provide a full refund oroffer credit in the full amount of your reservation as the room was used, we have added HotDollars to your account as compensationHotDollars were added for the star-rating adjustment, and HotDollars for the condition of the hotelA total of HotDollars are now available for your useEach HotDollars is equal to one US dollar on the Hotwire site, and can be used toward any Hot Rate hotel or car rental reservationHotDollars will expire exactly one year from the date they are applied, in this case, June 16, You must be logged in to your Hotwire account to use themThe option to use this credit is located on the last page of the booking process right above the billing informationOnce you check mark the box that says "Yes I would like to use my HotDollars" it will automatically deduct that amount from the total costYou will also receive an email with more information about your HotDollars at the ***@gmail.com address associated with your account
We would like to thank you for providing your feedbackWe regret the discomfort this situation *** have 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
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, 2015/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

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

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

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, 2015/12/23) */
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

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

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, 2016/01/07) */
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

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, 2016/01/15) */
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

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

June 21,
*** ***
*** *** *** ***
*** ***, ***
In response to Revdex.com Complaint ID ***, Hotwire Itinerary ***
Dear ***,
Thank you for the opportunity to address your concerns as sent through the Revdex.com,
regarding your reservation with Days Inn Benbrook *** *** AreaI 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 your full refund was processed on June 17, 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

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