Hotwire

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, 2015/09/03) */
September 3,
*** ***
*** *** Road
*** *** *** *** *** ***
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 Delta Halifax on August 8, in Halifax, Nova ScotiaWe understand that you were billed in USD and are seeking a refund for the difference in Canadian dollarsWe regret any inconvenience this situation *** have caused
Upon investigation, we have confirmed that your reservation was booked using the mobile app, and the default currency was preset to USDHotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency typeOn the Hotwire mobile app, you can accomplish this by following these simple instructions:
Open the Hotwire mobile app, and touch Settings (gear symbol)
Select "currency" and chose CA$, or Canadian Dollars
This will set your default currency to CADWe apologize for any previous miscommunication regarding this issue
We are not able to retroactively adjust the currency type once the reservation has been completedAs such, we will not be providing the requested refund of the conversion rate difference
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 XXX-XXX-XXXX
Sincerely,
***
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have nor have I ever had the mobile app for Hotwire so this is entirely but I am not pursuing this any further because it is a waste of time
Final Business Response /* (4000, 9, 2015/09/09) */
September 9,
*** ***
***
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms***:
Thank you for further correspondence sent through the Revdex.com, regarding your reservation for the Delta Halifax hotelAs stated in your complaint, you do not wish to pursue this any furtherWe regret your experience has been anything less than exceptional
If you have any other questions, please call our hour Customer Care at 866-HOTWIRE (XXX-XXXX)Thank you for choosing Hotwire and we look forward to assisting with your future travels
Best regards,
***
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23,
*** ***
*** *** **
*** ** 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 Milliken Creek Inn & SpaI understand that you are dissatisfied with the savings you received on your hotel bookingAs such, you requesting a refund
Allow me to clarify how the savings provided on our site was derivedOur 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 if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention
We work diligently with our partners to offer consistently low rates to our customers and we are able to bring you low rates by listing them anonymously and guaranteeing to our hotel partners that reservations will be used as booked; therefore, our Hot Rates(r) are non-refundable and non-changeableI can assure you that your Hotwire Hot Rate(r) was booked at a great savings, which is why it is backed by our Low Price Guarantee
Based on that information, I am unable to honor your request for refund
Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future
Best regards,
*** ***
Customer Care Relations
Hotwire Corporate Office
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear ***,
I spoke to you on the phone at length about my dissatisfaction with lack of any savings or discounts receivedYou stated on the phone that the 69% off a room of $was not available for my date of stay and I was assigned Milliken CreekIf there was no availability for the advertised room then a prompt should have stated "deal not available"The room assigned at Milliken Creek provided no savings or discount, in fact, it was a few dollars less on the Milliken creek website and other travel websitesYour Hotwire website advertises low rates and great savingsYou did not provide any discount or savings and this is a misrepresentation of your company's business statementI am disappointed that your company would continue to deny the truth in this casePlain and simple, there was no discount or savings because the room advertised (69% off a $room) was not available on my date per your statement on the telephoneI was assigned a room with no discount or savings and I deserve a refund
Thank you,
*** ***
Final Business Response /* (4000, 9, 2016/01/15) */
January 15,
*** ***
*** 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 Milliken Creek Inn & SpaI regret you remain dissatisfied with the handling of your situationYou feel you were misled on the amount of savings you receivedAs such, you requested a full refund
Based on the information previously provided, we strive clarity on our website where information about savings are provided prior booking, whereas stated:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay dates."
If our partners can be absolutely confident our 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 are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds
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 improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect
With that, I remain confident we provided the lowest pre-tax rate for this property within hours of bookingMy decision remains the same; 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

Complaint: ***I am rejecting this response because:
They are giving me similar response as when I directly sent them complaint, similar responses but different words, I'm getting tired of their playing words game with meProof of their playing words game attached
Another point they don't even dare to explain, they put the amenities that was not available with the Hotel and mislead my decision making of booking this hotelThe deal hotel is Best Western Plus Hong Kong, in Hotwire's deal, they announced there is amenity Children's activities which I didn't find on the hotel website, the possible similar thing they offer that I can find related is Babysitter service, but it is so misleading to call it Children's activities
It is not just dissatisfaction, it is extremely anger.
Sincerely,*** **

Complaint: ***I am rejecting this response because:
the business has not provided a satisfactory response as we are still stuck to this hotel reservation We ultimately will write this off as a lesson learned about Hotwire.com We will make an additional reservation with a more reputable company for this date and ensure we spread the word on how poor this experience was I would expect our friends, family and social network will rethink utilizing this company in the future Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/23) */
November 23,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire
regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire 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 August 25, 2015, Mrs*** booked a roundtrip flight from ***
We understand that Mrs***'s flight was affected by an airline imposed schedule change which caused a "misconnect" for her return flightThere were no suitable alternatives for Mrs***, so she requested a refundMrs*** also mentioned in her complaint, that she had no faith in Hotwire to handle the matter because of the level of customer service that she's received thus far
We are truly sorry for any lack of service Mrs*** received while trying to resolve her situationIt is Hotwire's intent to mislead or to inconvenience our clients, and we are sorry that she feels we have done so
Hotwire representatives have contacted Philippines Airlines on several occasions in attempts to have them honor Mrs***'s refund requestInitially, we provided with conflicting informationFirst, we were advised that a refund could not be issued and we were later instructed to charge MrsHotwire a cancellation fee before we could process the refundOn November 23, 2015, we contacted the Philippines Airlines and were advised that a refund is warrantedWe submitted a cancellation and a refund request as a resultPlease offer our apologies for any inconvenience this *** have caused
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not to sound redundant but I wanted the letter to state that I will be given a full refund of the amount to which I was charged in my credit cardAlso, I would like to know when I will get refunded
Final Business Response /* (4000, 9, 2015/12/08) */
December 8,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** *** ***Regrettably Philippines Airlines does not provide the details of the refund such as; when it should reach the customer's account or the specific amount to be refundedWe regret that we were unable to obtain this information for Ms***
In an effort to resolve this matter, Hotwire has consistently remained a liaison between Ms*** and Philippines Airlines, we have advocated on her behalf to obtain the information Ms*** has requestedAll information that has been provided by Philippines Airlines with regards to Ms***'s refund has been included in our responses to the Revdex.com
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, 2015/05/21) */
*** 21,
*** ***
*** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to address your concerns as sent
through the Revdex.com, regarding your hotel reservation at the Monaco Alexandria, A Kimpton Hotel in Alexandria, VAWe understand that when you arrived to the hotel they were overbooked, and you are seeking a full refundWe regret any frustration or inconvenience this *** have caused
Upon review of your Hotwire account, I see that this reservation was refunded in full on *** 12, Though the refund was processed immediately, it can take one to two business days to post to your accountAs additional compensation for this situation I have added Hotwire HotDollars to your accountEach HotDollar is equivalent to one US Dollar and can be used to book any Hot Rate hotel or car rental reservationYour HotDollars will remain available for use up to one year from the expiration date, or in this case, until *** 20, You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent
We appreciate your business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX)
Sincerely,
***
Hotwire Corporate
Customer Relations

October 13,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Expedia Case: O-***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***We regret to hear Mr*** did not accept our response
We contacted the Best Western Plus on October 13, 2016, to revisit the issue on behalf of Mr***We were informed that they had no record of an agreement to lower the rateThey advised that Mr*** received an ocean view room with a private balconyWe were also informed that most hotels in the area were full on the week of Mr***’s visit and that he received a good price by booking with Hotwire and the reservation that he booked with us was binding
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, 2015/10/27) */
October 27,
*** ***
*** *** *** Blvd., Suite ***
***, ** XXXXX
In response to Revdex.com case number XXXXXXXX
Hotwire Itinerary XXXXXXXXXX
Dear ***,
Thank *** for the opportunity to address your concerns
with Hotwire as sent through the Revdex.com, regarding your booking with the Travelodge GananoqueI understand *** are dissatisfied with your recent Hotwire booking because of the two charges made to your account
We understand how frustrating it can be for a customer's to be billed twiceAccording to our records, we can only confirm one charge inthe amount of $If *** feel *** were overcharged or double billed by Hotwire, we would be happy to review those charges furtherIn order to do so, we require a copy of your credit card statement reflecting the charge from the hotel directly
Please send it to us at ***@hotwire.comPlease keep in mind our review *** take 7-business days from the date we receive the documents
We appreciate your business and look forward to assisting *** further with this matter
Best regards,
***
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/07) */
August 7,
*** ***
XXX-XXXX *** Avenue
***, *** *** *** ***
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 Pacific Gateway Hotel at YVR on July 28, in Richmond, British ColumbiaWe understand that your complaint stems from the fact that you were charged in USD instead of CADYou have requested that Hotwire compensate you for the conversion fees associated with this transactionWe regret any frustration or inconvenience this situation *** have caused
Upon investigation, we have confirmed that reservation was booked using the mobile app, the default was preset to USDHotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency typeOn the Hotwire mobile app, you can accomplish this by following these simple instructions:
Open the Hotwire mobile app, and touch Settings (gear symbol)
Select "currency" and chose CA$, or Canadian Dollars
This will set your default currency to CAD
We are not able to retroactively adjust the currency type once the reservation has been completedAs such, we will not be providing the requested refund of the conversion rate difference
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, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was reading the amounts on the computer before booking with the mobile application and the computer said CADI'm not happy with the response, I consider it unresolvedI was charged far more through hotwire then the hotel it self would have changed me in CAD funds had I paid them directlyI will not be using hotwire in future do to the poor customer service and the hours I spent to even get a response when I had to callI have much better luck with Expedia who have great follow up customer service when I have issuesI need not waste any more of my valuable time on this, I consider it a lesson I paid for and will note in future when I recommend friends services also
Final Business Response /* (4000, 10, 2015/08/20) */
August 20,
*** ***
XXX-XXXX ***
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr***,
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking with the Pacific Gateway Hotel at YVR on July 28, in Richmond, British ColumbiaWe understand that your complaint stems from the fact that you were charged in USD but desire to be billed in CADAs such, you have requested that Hotwire compensate you for the conversion fees associated with this transactionWe regret any inconvenience this situation *** have caused
Upon further investigation, we have confirmed that reservation was booked using the mobile app, under a guest account and the default was set to USDHotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency type
As previously stated we are not able to retroactively adjust the currency type once the reservation has been completed and will not be providing a refund for the conversion rate imposed by your financial institution
Our goal is to exceed your expectations, we regret if we did not do so on this occasion and hope we have the opportunity to better serve your travel needs in the near future
Sincerely,
***
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 12, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well the simple fact is that I feel that I have been "scammed" by your company!
Although you CLAIM that phone apps automatically default to USD,I have learned that cell phones with a US based I.Paddress do in fact default to USD, ...phones with a Canadian I.Paddress do not
This is what my research has shown, and I find it extremely petty that you would argue otherwise!
Aside from these facts, I am still very confused on how you can charge a provincial sales tax(as you have) in USD ?????
I travel quite often, and really have had very little bad experiences from "booking agencies" before now
On a personal note,....if refunding me the amount that you've overcharged me is the difference between your company making it or going into bankruptcy, then I'm happy I could help!
*** ***

March 31, 2016*** *** *** *** *** *** *** ** ***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 car reservation at *** in Baltimore
International AirportI understand you are dissatisfied with your recent reservation as you were unaware that the booking is finalAs such, you are requesting to change the dates of your rental.Our records indicate that the reservation was a Hot Rate(r) bookingIn Hot Rate(r) bookings, the general vicinity, star rating, and price of the hotel is revealed to the customer, but the specific property is not revealed until after booking is completedThrough this method, Hotwire is able to offer deeply discounted rates to our customersIn exchange, we guarantee to the hotels with which we do business that the reservations we make will be used as bookedFor this reason, Hot Rate(r) bookings are non-changeable and non-cancellable.Allow me to assure you, our Agents are trained to ensure they are reading the Terms of Use before completing a reservationIt is of much regret if there was any miscommunication with Hotwire Customer Care while booking your carBased on the information provided above, I am unable to honor your request to refund your car reservationBest regards,*** ***Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 9, 2015/09/10) */
September 10,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an
issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Hotwire is responding to the consumer complaint for Mr*** *** (Revdex.com case number XXXXXXXX) regarding a flight reservation
Our records indicate that on August 10, 2015, the customer self-booked a package reservation using Hotwire's website, itinerary XXXXXXXXXXXThe package included flights, hotel accommodations and a car rental for two travelersTravel was with United Airlines from FtLauderdale, FL to Newark, NJ, departing on August 13, 2015, and returning on August 14, On August 12, 2015, Mr*** contacted Hotwire and cancelled the flight portion of the bookingMr*** states he requested the cancellation only for the ticket of *** *** and is requesting to receive credit for the unused ticket
We have verified that Mr*** contacted Hotwire regarding this issueRegrettably, his call was disconnected while being escalated to a supervisor and the assisting representative was unable to contact him backHotwire welcomes customer feedback in our ongoing effort to improve upon the customer experienceMr***'s comments will be forwarded to the appropriate department to utilize for further training and improvements in our services
Upon receipt of Mr***'s complaint Hotwire contacted United Airlines for assistanceThe status of Mrs***'s ticket was updated to "Open" and can now be utilized for future travel, per the fare rules of the airline the customer agreed to at the time of bookingThe airline credit amount is $and is subject to the airline imposed exchange penalty fee of $plus any applicable increase of price at the time of exchangeThe credit is to be utilized within a year of the original booking date
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersUnited Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airlines
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service
Initial Consumer Rebuttal /* (3000, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 8/12/I called HotWire to cancel my wife's booking and was told that it had been doneI didn't learn that the entire booking for both of us had been cancelled until I showed up at the airport one hour before my flight on 8/14/
I hung up on HotWire on 8/14/because after being on hold for minutes, I need to rush through security to catch the flightWhile I appreciate the offer that is being extended through United, but I'm going to have to pay $from it in a change feeThe individual I spoke with at HotWire on 8/14/told me that they recognized the mistake they made in cancelling the entire itinerary, which contradicts what is said above in HotWire's response
Final Business Response /* (4000, 20, 2015/11/30) */
November 30,
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Hotwire is responding to the consumer complaint for Mr*** *** (Revdex.com case number XXXXXXXX) regarding a flight reservation
As noted in our previous response, Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersUnited Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airlines
Upon receipt of Mr***'s complaint Hotwire contacted United Airlines for assistanceThe status of Mrs***'s ticket was updated to "Open" and can now be utilized for future travel, per the fare rules of the airline the customer agreed to at the time of bookingThe airline credit amount is $and is subject to the airline imposed exchange penalty fee of $plus any applicable increase of price at the time of exchangeThe credit is to be utilized within a year of the original booking dateTo utilize the credit the customer can either contact Hotwire or the airline directly, for assistance with re-booking
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
***
Tier Customer Service
Final Consumer Response /* (2000, 22, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/30) */
August 30, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with Hertz on August 2, 2015 in Phoenix AZ. We understand that you are requesting a refund due to the car offered being a two door. We regret any inconvenience this situation [redacted] have caused.
As with most car-rental bookings, the exact make and model of car cannot be selected when you make your booking and the makes and models displayed on the site are used for guidance. Each car-rental agency carries different makes and models within each car type, and they are continually updating their fleets. If there are any specific requests regarding make or model, please contact the rental agency directly, as they are best able to advise you on what vehicles are in their current fleet.
After reviewing the booking details, It has been determined that this reservation was made online and not by one of our customer service representatives. On the final booking page before the booking will finalize and payment is taken you must agree to the terms of use which read:
This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees.
You can add drivers at the counter for a charge.
Rentals are held 24 hours. If the airline changes your flight and you can't pick up your car with 24 hours, you can cancel it once we verify the change.
The agency requires a credit/debit card in the driver's name for deposit. The amount varies and can't be used on your card until you return the car. To use debit, the agency requires proof of a round-trip travel ticket.
Pick-up/drop-off must be the same location.
Driver must be present and bring ID.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as made. Once a reservation is confirmed, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the above information we will not be offering a refund for this reservation. Our goal is to exceed your expectations and we regret if we did not do so on this occasion. We hope to have the opportunity to better serve your needs in the future. For any other issues we can assist you with, please feel free to contact us directly at 1-866-HOTWIRE (XXX-XXXX). Thank you for choosing Hotwire.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms. [redacted],
Thank you for addressing my issue. I understand that the make and model are not guaranteed and that it's on the consumer to contact the rental agency to figure out the specifics of the rental car. For this reason I am no longer pursuing the specific situation. However with your special rate program you don't tell the consumer who they're booking with until the booking is made. How am I, or any customer, supposed to contact the rental agency to ask about specific if I'm not given the name of the rental agency until after the booking?
And just to be clear, my desired resolution was not to receive a refund but for Hotwire to change the wording of the disclaimer to indicate what make and model really means. I guess I'm not the only one that doesn't read the fine print all the way...
My take away from this is if you need a specific feature do not use your "deeply discounted rates" because you do not have any control over what you end up with. Lesson learned.
Still frustrated,
[redacted]
Former Hotwire Customer

December 4, 2017
 
[redacted]
                                        ...⇄ /> In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car reservation with Hertz. I understand you are dissatisfied with your recent car booking as the rental agency did not exist at the location provided in your reservation. AS such, you requested a refund.
 
We apologize for the inconvenience this has caused you. Upon review, the type of reservation you booked was cancellable as we do not charge customers upfront.
 
We are more than happy to honor any amount in excess to the amount of your Hotwire booking which is $3.93. Refunds take 7 to 14 business days and it’s up to your financial institution as to when the funds will be available for use.
 
In addition, we applied 25 Hot Dollars to your account under [redacted]. One Hot Dollar is equivalent to one US dollar that can be used in booking any Hot Rate® hotels, or any Hot Rate® cars in the future.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/15) */
November 15, 2015
[redacted] Ave *
[redacted]
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire...

as sent through the Revdex.com, regarding your booking with the Aloft Montreal Airport. I understand you are dissatisfied with your recent Hotwire booking and feel that the representative misinformed you at in terms of free parking and location.
On Hotwire, we service two types of hotel reservations: Hotwire Hot Rate(r) and Hotels. For Hotels, the details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hotwire Hot Rate(r).
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings [redacted] not always meet the needs of every traveler.
Because exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking path. That map defines the area in which the hotel can be located. In your case, the area selected was "Dorval Intl Airport YUL - Pointe Claire, Québec." I assure you the aloft Montreal Airport is located within the green shaded map defining that area.
Please be assured in the event a customer claims that they were promised of something while speaking with Hotwire Customer Care, we take the matter very seriously. We will review the situation unbiased and take full responsibility if we find an error on our end. Upon reviewing the call, I confirmed that you were given an option to change the original reservation as you requested for a different hotel with lower rate. The representative did not mentioned that it has free parking and you agreed with the terms and use at the end.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, I know very well the Hotwire policy and I used it many times. but at the last booking, I didn't use the online booking and I called in person to the customer service and one sales person did the booking for me. I told him I need an Hotel with free parking (must ) and in the Downtown (must), he gave some options and finally he booked this Hotel for me and I confirmed " is this Hotel in Down Town with free Parking, he replied yes it is" I told go ahead and book it. He sent me the confirmation and Hotel name and I didn't check its location or its services, I trust Hotwire as usual. But when I reached the Hotel I found it near the airport and no free parking, no breakfast. so this fault is their salesperson fault. The sales-person which I called him are in Philippines. Thank you
Final Business Response /* (4000, 9, 2015/12/01) */
December 01, 2015
[redacted]
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire regarding your reservation with Aloft Montreal Airport. I regret you remain dissatisfied with how your issue has been handled, as you feel cheated by the Travel Specialist who helped you book the reservation.
Allow me to assure you our agents are trained to ensure they are recapping booking details before completing a reservation; including area location and travel dates. It is of much regret if there was any miscommunication with Hotwire Customer Care while booking your hotel.
As discussed on our previous email, we have reviewed the call and confirmed that after the Travel Specialist recapped the booking details you requested to look for a different hotel with a lower rate, which was gladly assisted by him. Our Travel Specialist then provided a recap for the new booking and did not mention that the new hotel has a free parking and this time you agreed and accepted the Terms of Use.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
they repeated the same scenario. I agree the agent in Manila offered me one Hotel and I told to find cheaper one. He found one and I told him is this in down town and free parking he replied " yes it is". That I took his word and said go ahead and book it for me. they cannot trick customers like that, and somebody has to stop them from cheating people by hiring unqualified salesperson who are looking only for their commissions. for me I will never try this company again and I will do my best to warn customers about this company and their tricks.

Complaint: [redacted]
I am rejecting this response because: There was no indication that it would be outside of the Sorrento area and is in fact 30 min away from the city center. The shaded green area on Hotwire comes up as a very tiny section of the screen and does not show clearly that it will be out of sorrento if you do not know the country well enough to know that shaded area means it is out of sorrento. You can see from other travel sites and this hotel is clearly not anywhere near a 4 star hotel. The pictures online basically show the hotel falling apart. I will never use Hotwire again due to this severe lack of customer service and false advertising. 
Sincerely,
[redacted]

February 21, 2017   [redacted]   In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted]   Dear [redacted],   Thank you for the opportunity to address your concerns as sent through the Revdex.com...

regarding your reservation with The Hilton Stamford. I understand you are dissatisfied with your booking because of the hotel’s location.  As such, you requested a $50 refund.   Our records indicate you booked a Hot Rate® hotel. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.   Upon review, I confirmed the area you selected at the time of booking was "Greenwich - Old Greenwich, Connecticut". Upon selecting the Hot Rate® deal, a page wherein a green shaded map area is provided. This is to give every customers an idea of where their hotel location maybe. Upon review, the hotel you received is within the green shaded map defining that area.   On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use. Based on the information above, we are unable to honor your refund request.   We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Thank you for the time you took to research this matter and take care of it promptly you.  I do and always have understood HOW Hotwire gets their rates but what my major concern was the fact that it was much lower elsewhere and customer service was NOT helpful at all. Even while speaking to several "managers" who continued to argue with me. I appreciate this. Sincerely, Melinda

Initial Business Response /* (1000, 5, 2015/08/20) */
August 20, 2015
[redacted]
[redacted] Dr.
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as...

sent through the Revdex.com, regarding your Hertz car rental in Syracuse NY on August 6, 2015. We understand you reserved a full sized car through the Hotwire website and feel that a Ford C-Max is a compact car. As such, you are requesting we provide you with compensation totaling $40.50. We regret any frustration this situation [redacted] have caused.
We do everything we can to make sure that you receive the car type that you reserved. Due to your concern regarding the vehicle size you received we have both reconfirmed the cars size on our own and reached out to Hertz to confirm how they class this vehicle. Hertz classes the Ford C-Max as a full sized car and we concur with the full sized classification.
If in the future you feel that you are being provided with the wrong car type and the rental agency is not able to accommodate you, please call us at 866-HOTWIRE (XXX-XXXX) before you accept the car. Informing us of any concerns before the reservation is used gives us a chance to clear up any miscommunication that [redacted] have occurred.
As we have confirmed that the Ford C-Max is a full sized vehicle, and you have turned down all offers made by previous agents and supervisors, we will not provide you with your requested $40.50 refund. 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.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I rented the car I was told by the Hertz counter that this was a smaller car but it was all they had. Then when called Hotwire they confirmed with Hertz that I was given a car that was not the classification for what I reserved.
They (Hotwire rep)termed it a downsized vehicle, I think.
In each call and discussion I had with Hotwire reps they all agreed that I did not get the car that I reserved. They claim that they record all their calls and should be able to confirm that conversation.
I just called the Hertz counter at the Syracuse airport and asked what catagory a C Max fell under and was told it was a mid sized car. A Hybrid
Now they want to say that this car was a full sized car that would fit 5 adults and 4 pieces of luggage which is in fact not true.
I have pictures of the back seat and trunk of the vehicle that I would be happy to submit. Just tell me how to send them to you and I will do so.
I still request that I receive a refund of $40.50 for this matter.
Final Business Response /* (4000, 9, 2015/08/27) */
August 27, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hertz on August 6, 2015 in Syracuse, New York. We understand that you were expecting a larger rental car. You are seeking refund for a portion of this rental. We regret any inconvenience caused by this situation.
Hotwire strives to provide the best rates available at the time of your booking. We offer various categories of rental cars on our site. Hotwire bases these categories on the number of seats and the luggage capacity. The makes and models displayed on the site are used as examples only. As with most car-rental bookings, the exact make and model of car cannot be selected when you make your booking. Each car-rental agency carries different makes and models within each car type, and they are continually updating their fleets. If there are any specific requests regarding make or model, you can contact the rental agency directly, as they are best able to advise you on what vehicles are in their current fleet.
A review of your reservation shows a request for a full size vehicle that will seat five. Car industry ratings show the Ford C-Max provided does have five seats and the luggage capacity will carry up to four bags.
Hertz has confirmed they do have alternate cars in their fleet for full size, with a larger luggage capacity. They also state the car was used as booked, and Hotwire has paid in full for this reservation.
Hotwire will honor the previous offer of a 25% discount toward this reservation in HotDollars, which [redacted] be used for towards future Hot Rate (r) hotel booking or car rental. We have applied 40.50 HotDollars to the account under email: [redacted]@gmail.com. A separate email will be sent to you with more information about how to use your HotDollars. Keep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollars. Any remaining HotDollars will stay in your account for future use. Please note that your HotDollar credit will expire on August 26, 2016. We will be more than happy to answer any additional questions you [redacted] have.
Based on the information above we will not be providing further compensation regarding this matter.
For future reservations, if you are looking for a roomier experience, consider booking a car with a larger capacity thank you expect to need during your trip.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same offer I was given the first time I called to complain. It is not acceptable to me because based I this experience I will not use the service again. So this does absolutely nothing for me. I checked the Ford Website as well and they rate this car as a Small Hybrid.
It is not and will never be a full sized car.
When booked my reservation stated a Full size car similar to a Chevy Impala or Hyundai Sonata.
A Ford C Max does not compare in size or room to either of these cars.
I still do not accept the offer of a credit for a future rental because it is totally useless to me.

April 13, 2017
 
[redacted]
[redacted]
[redacted], GA [redacted]
 
In response to Revdex.com Complaint ID [redacted], customer e-mail address[redacted]@gmail.com
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hotwire transaction.
 
As previously mentioned, your transaction was voided. Any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since the reservation was voided, Hotwire will not be collecting this funds. Therefore, the funds will be released back into your account. How long this takes varies depending on your financial institutions policies. I recommend contacting your bank for further information.
 
Please be informed, if Risk Management needs additional information, they will return a customer’s call. If a customer does not receive a callback from Risk Management, this means the account will remain deactivated.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office