Hotwire

Initial Business Response /* (1000, 13, 2016/01/20) */
January 20, 2016

Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an...

issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attention. Hotwire, 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 [redacted] (Revdex.com ID number XXXXXXXX) regarding a package reservation. We understand the customer is requesting assistance with her hotel reservations. On January 15, 2016, we contact Mrs. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.
Our records reflect that on November 27, 2015, an agent assisted the customer with booking four reservations. The first itinerary, XXXXXXXXXXX, was a package reservation for four travelers. The customer reserved two, one night hotel reservations at the Mostametsi Guesthouse in South Africa checking in on January 4, 2016, and checking out on January 5, 2016. The round trip flight reservation was operated by South African Airways departing on January 4, 2016, from Durban, South Africa to Johannesburg, South Africa, and returning on January 14, 2016.
The second itinerary, XXXXXXXXXXX, was a package reservation for four travelers. The hotel reservation was for one night at the Chan Kim Don Mueang Airport Guest House for four travelers checking in on January 4, 2016, and checking out on January 5, 2016. The round trip flight reservation was operated by Kenya Airways departing on January 4, 2016, from Johannesburg, South Africa to Bangkok, Thailand, returning on January 15, 2016.
The third itinerary, XXXXXXXXXXX, was a package for four travelers. The customer reserved two, eight night reservations at the Deevana Plaza Phuket in Thailand, checking in on January 5, 2016, and checking out on January 13, 2016. The round trip flight reservation was operated by Thai Airways departing on January 5, 2016 from Johannesburg, South Africa to Phuket, Thailand returning on January 13, 2016.
The fourth itinerary, XXXXXXXXXXX was a hotel reservation for one traveler. The customer reserved a two night reservation at the Deevana Plaza Phuket in Thailand checking in on January 13, 2016, and checking out on January 15, 2016.
Each time a purchase is attempted on Hotwire.com, a credit card authorization is made to verify that the account has funds available for purchase. When payment is unsuccessful, the credit card company creates a temporary security hold on the funds. Most credit card authorizations fall off within 24 to 72 hours. However, each bank or credit card company policy is different. If any authorizations remain on Mrs. [redacted] credit card for these purchases, we are happy to assist the customer with contacting the credit card company.
We can confirm we have had multiple contacts with Mr. and Mrs. [redacted] via email and phone regarding a copy of all itineraries. Our records reflect on January 2, 2016, Mrs. [redacted] contacted us and our agent was able to determine the email address associated with the reservations were incorrect; we were using [redacted]@telkomsa.com. We then emailed the itineraries to the updated email address. In addition, our agent was able to review all of the charges the customer incurred and explained to the customer about credit card authorizations. We regret any inconvenience the customer encountered while resolving this matter.
Despite the customer's recent experience with Hotwire, we do value her business. During that call, Mrs. [redacted] had stated one reservation was booked incorrectly; one traveler was not accommodated in a hotel reservation. While our records reflect all travelers were accommodated, we will review any receipts the customer may have that shows she incurred additional hotel charges for a possible refund. The customer can submit the receipts via the Revdex.com Complaint system.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (2000, 15, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for Hotwire's response.
When Hotwire tried to contact me by telephone on 15/01/16, we were still travelling and not yet at home.
1. My bookings were given to me on 02/01/16 as stated by Hotwire, but I booked on 27/11/15 and had to make numerous phone calls costing ZAR346.80 (as per our telephone bill dated 27/12/15) in order to obtain our itineraries. Despite having sent many emails, Hotwire did not fix my email address and refused to assist until I got through to senior management and spent an exorbitant amount of time, effort and money to rectify the error. I request that Hotwire reimburse me for the cost of these extraordinary phone calls.
2. My initial booking request was flights for 4 persons, but accommodation for 5 persons. My husband was travelling from elsewhere and meeting me and our children in Patong, Phuket, for a holiday together. That is the reason for phoning Hotwire in the first place, as it was not a straight forward booking. I would have done the booking online myself if it was a straight forward booking. In addition, one would assume that I know that I have one husband and three children and I would not have made a mistake in counting the size of the family. Furthermore, prior to booking, I found out that The Deevana Plaza Phuket Hotel allowed up to three persons to stay in a room, so that I only needed to book two rooms and not three. The agent said it was possible to book flights for 4 persons and accommodation for 5 persons, and quoted me on that, and I accepted the quote.
2. I request a full transcript of the original telephone conversation, if possible, so that I can verify what was requested and what was quoted for.
3. Upon arrival, The Deevana Plaza Phuket Hotel charged me 6000ThB for the fifth person for eight nights, as they said the booking was for four persons only. I request that Hotwire reimburse me for this.
4. Please tell me how I submit my receipts through the Revdex.com complaints system for costs incurred.

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. Sincerely, [redacted]

Initial Business Response /* (1000, 9, 2015/08/06) */
August 6, 2015

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 customer. We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attention. Hotwire, 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 Ms. [redacted] (Revdex.com ID number XXXXXXXX) regarding a shuttle reservation.
We understand from the complaint, the customer is requesting a full refund.
Upon receipt of the Revdex.com submission, we have verified this matter was resolved via our Hotwire Customer Service Center. On July 16, 2015, a full refund in the amount of $24.00 was processed back to the customer's original form of payment. The time it takes to post the refund to Ms. [redacted]'s account depends on how quickly her credit card company processes refunds.
Hotwire strives to provide the highest level of customer service, and we are sorry her recent experience did not live up to that expectation. We regret that the service the customer received was less than satisfactory and we apologize for any inconvenience it [redacted] have caused.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
[redacted]
Tier 3 Customer Service

Re: Case Number [redacted], Hotwire Itinerary Number [redacted]
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your car reservation with Thrifty.
After reviewing your reservation, I see the type of rental you booked is a Hotwire Hot...

Rate. These types of rentals are deeply discounted, and as such, are booked as final and non-refundable. The Hotwire booking process is a long and relatively complex one, requiring customers to enter the primary driver’s name and billing information. Next, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the booking. If any of these steps are omitted, the booking cannot be completed.
I understand that you wanted to add your friend’s name on the booking. However, during the booking process we request for the primary driver’s name and not the additional driver’s name. You can actually add a name to the reservation during your pick up at the car rental agency’s counter as they would require an additional driver’s fee. The reason as to why the rental agency only received the confirmation with additional driver’s information is because you made the reservation under Alan Witherow making him the primary driver.
Also, the primary driver should have his/her own CC for deposit, same goes for the additional driver. According to our records, I see you were recently contacted by Hotwire Corporate Relations. I am glad to see we were able to extend an offer to rebook this reservation under your name. Because of an increase in rate, you declined our offer and decided to keep your reservation as it is currently booked. We are more than happy to rebook you but we would not be able to honor the same rate because our rates are dynamic and subject to availability. If you would still like to have this rebooking give us a call. This offer to rebook is valid if completed by March 27, 2018. If you would like to complete this rebooking, please contact Hotwire Customer Care at [redacted]). I have placed notes in your account instructing any agent you speak with to honor this exception.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/03) */
August 3, 2015
[redacted]
[redacted] Gate
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with the Washington Jefferson Hotel. We understand that you were dissatisfied with the room, as it was small, had a stale smell, and the air conditioner was installed in the window. For these reasons you do not feel the Washington Jefferson Hotel is a 3-star hotel, and you are seeking a full refund. We regret any concern this [redacted] have caused.
As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, Washington Jefferson Hotel is listed as a 3-star hotel on Hotwire.
We have checked other well-known travel sites, and found the 3-star rating for this hotel to be fair. Please see the star-ratings for the Washington Jefferson Hotel as found on other sites below:
Booking.com 3-star
TripAdvisor 3.5-star
Yelp 3-star
Hotels.com 3.5-star
Expedia 3.5-star
Otbitz 3-star
Agoda 3.5-star
Kayak 3-star
Trivago 3-star
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals. We do place great value on your feedback. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We regret that you were unhappy with your booking; however our options to assist you were limited by the fact that it was after the reservation date was passed [redacted] you contacted Hotwire with regard to the condition of the room. Though we were not given the opportunity to assist you during the time of the reservation, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the above information, we are not able to honor your request for a refund.
We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near future. 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

June 15, 2017
 
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
 
Re: Hotwire Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Hotwire. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire 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 May 22, 2017, Ms. [redacted] booked a one-way flight from Nashville, Tennessee to Wilmington, North Carolina, departing on May 25, 2017. Ms. [redacted] paid $395.29, for the flight.
We understand from Ms. [redacted] complaint that she was charged over $1,600.00 for the booking. She stated that she contacted her bank attempting to dispute the charge but, was informed that the issue was with Hotwire.
Ms. [redacted] contacted our office on May 23, 2017. She stated that she had been charged for three reservations instead of one. Our representative researched the account and did not see any additional charges to her credit card. Ms. [redacted] was informed that any authorizations would fall off soon, but, there were no additional charges in our system. Ms. [redacted] escalated the call to a supervisor and requested compensation because she did not have access to her funds. In good faith, a refund of $75.00 was offered and accepted by Ms. [redacted] on May 24, 2017.
Our representatives searched Ms. [redacted] account and did not see any pending authorizations on our end that would have caused a hold to be placed on her account. Ms. [redacted] did not provide any documentation to support her claim. As such, we are not able to offer additional compensation for this matter.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Corporate Correspondence Team

Initial Business Response /* (1000, 9, 2016/01/27) */
January 26, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding...

an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire 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 December 25, 2016, Mr. [redacted] booked a one-night reservation at The Westin Key West Resort & Marina from January 3, 2016, through January 4, 2016.
According to Mr. [redacted], he meant to book his reservation for December 30, 2015.He stated that he contacted our office on December 26, 2015, to correct the booking but, he was unsuccessful.
Per our records, Mr. [redacted] contacted our office on January 8, 2016. He requested that we refund the reservation. Our representative contacted the property on Mr. [redacted]' behalf but, regrettably our request of a refund was denied. While we understand Mr. [redacted]' concerns, we do not see any error by Hotwire and as a result, we are unable to honor his request of a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 11, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is quite clear that some people do not read the complaints thoroughly.I made three or four attempts to change this reservation without a result.Also being hung up on and told a supervisor with be in contact with me never happened. Customer service should be a company policy to find and resolve a customer dispute.I certainly hope your company gets a percentage of my 370.00 dollars and pay your employees night school classes in English and customer curtesy.
Final Business Response /* (4000, 13, 2016/02/08) */
February 8, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear that Mr. [redacted] did not accept our response.
Mr. [redacted] booked a non-refundable reservation which required Hotwire to obtain hotel approval in order to issue a refund. Although we contacted the property on his behalf and explained the matter, regrettably, they would not honor our refund request.
Please note that each of the companies with which establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. We have further researched Mr. [redacted]' complaint and after giving the matter our full consideration we are unable to honor Mr. [redacted]' request of a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Final Consumer Response /* (4200, 15, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I hope the next election will take care of you upper crust companies that thinks that they can just blow off the concerns of customers.Now Facebook might be the next avenue.Hope you don't get audited trying to hide my 370.00 dollars

Re: Case Number [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation at Westin Washington DC City Center for travel dates 03-Jul-18 to 08-Jul-18.
I regret you remain dissatisfied with the handling of your Hot Rate hotel reservation. Specifically; your dissatisfaction stems from parking fees associated. You feel misled as this parking fee was not listed on our site prior to booking.
As previously mentioned, our Hot Rate hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are not always able to post certain specifics about the hotel such as parking availability, parking services and any associated fees. Rather, we can only mention there may be a charge as stated on the final billing page.
We remain confident our business model is meeting the needs of our company’s goals. We do place great value on your feedback and will forward your comments for possible future improvements to the Web site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Based on the information provided above, feel we provided a sufficient amount of avenues of obtaining information regarding parking policies prior to booking. That being stated, my decision remains the same regarding this matter.
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.
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/10/13) */
Thank you for the opportunity to address your concerns as sent to the Revdex.com.
We understand from your prior emails to CarRentals.com and from your comments to the Revdex.com that you would like to be issued a...

refund due to the inconvenience caused by the incorrect pick up information being listed on your confirmation email.
As a courtesy, a partial refund has already been processed. Unfortunately, we are unable to reimburse you for the optional items added at the rental counter.
We sincerely apologize for the misinformation and the unwanted stress. We regret your experience was anything less than exceptional.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/12/30) */
December 30, 2015
[redacted]
[redacted] Rd
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customers email: [redacted]@gmail.com
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your transaction with Hotwire.
I understand you are dissatisfied with your recent Hotwire booking, as you were claiming that our Web site did not give you a chance to confirm the order on the billing page before completing the reservation. As such, you are asking for a credit in your account since you did not use the booking.
I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried to reach by phone and email without success. So we may locate the reservation you are referring to, please reply with the following information:
- Hotel Reservation Number
- 10-digit Hotwire Itinerary Number.
Once we receive this information, we will be able to search further.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 8, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Confirmation Code : XXXXXXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Final Business Response /* (4000, 10, 2016/01/16) */
January 16, 2016
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Trump Taj Mahal Casino Resort in New Jersey. I understand you were dissatisfied with your recent hotel booking as you indicate the trip summary was not provided before completing the booking. As such, you are requesting a full refund.
We provide our customers with a final recap of all the information associated with the reservation for our customers to have the ease on finalizing the booking being that there are very limited options with regards to making adjustments on all Hot Rate(r) bookings. Nonetheless, a booking can only be confirmed once the Customer agreed and accepted Hotwire's Terms of Use and Privacy Policy.
We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate(r) reservations. Based on this information, I am unable to honor your request for refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 12, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was not clear, and you actually offered me credit to your site which you then retracted. Plus, the discount wasn't even that big of a discount , it was maybe 5 dollars. So because of this you will have a bad review with the Revdex.com and I will never make another reservation on your site. Very Smart.

Initial Business Response /* (1000, 5, 2015/05/20) */
[redacted] 19, 2015
[redacted] Way
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX

Dear Mr. [redacted]
Thank you for the opportunity to address your concerns as sent through the Revdex.com...

concerning your hotel reservation. We understand that you are dissatisfied with your recent booking experience with Hotwire customer service, specifically the way the situation was handled.
We were unable to locate your account using the information provided in your letter. In order to address your concern, please provide us with your Hotwire itinerary number for the reservation in question, the email address or phone number associated with your Hotwire account. Once we have the above requested information, we will be able to review your booking and answer all of your questions.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. 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

Complaint: [redacted]I am rejecting this response be**use: the hotwire website does not function properly if you hit the **nadian Flag button on the site which should be **nadian funds and go through the process it will charge you in US funds. This is not acceptable and the website should be changed and we need a refund for the difference.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/14) */
October 14, 2015
[redacted]
[redacted] E ** St.
[redacted] XXXXX
In response to the Revdex.com case number XXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

regarding your transaction with Hotwire on August 1, 2015. I understand your dissatisfaction stems from being charged for the reservation you discontinued due to an error message you received. As such, you are requesting a refund.
I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried to reach by phone without success. So we [redacted] locate the reservation you are referring to, please reply with the following information:
- Email address used to complete this reservation
- 10-digit Hotwire Itinerary Number.
Once we receive this information, we will be able to search further.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:
Two of your representatives said that this screenshot was sufficient information. This is poor customer care. If my inquiry was handled in a prompt manner I would have been able to get you any information you would have wanted. However because of Hotwire's customer neglect, I am now being denied my money? So much for a guarantee.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/06) */
August 6, 2015
[redacted].
[redacted] Circle
[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 Better...

Business Bureau, regarding your booking with Thrifty scheduled pick up in Cancun on June 20, 2015. We understand that you were dissatisfied with your booking. As the total charged for the insurance was more than quoted at the time of booking. We regret any concern this situation [redacted] have caused.
With Hotwire there are two different types of rental car rates, prepaid and standard. The reservation you made was the latter; this type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total, to be paid to the agency at the counter. As there can be additional add-ons and services that car agencies offer at the time of pick up, opting to include these extras can alter the original estimated total that Hotwire provided.
As Allianz Global Assistance is a separate entity from Hotwire, any restrictions preventing coverage from being provided is detached from the Hotwire Terms of Use agreed to upon booking. Since you have purchased your insurance policy through Allianz Global Assistance, you [redacted] contact them at X-XXX-XXX-XXXX in order to request a possible refund.
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

February 15, 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 hotel...

reservation with Vacation Inn Phoenix. I understand you are not happy with the hotel you received as you feel that the hotel is not comparable to the hotels listed as examples at the time of booking. As such, you requested a refund.   Upon review, I confirmed that a refund was honored today by Hotwire. Please note, refunds take one to two business days and is up to your financial institution as to when the funds will be available for use.   We appreciate your business and regret your Hotwire experience was anything less than exceptional.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

February 14, 2017
 
[redacted] Drive
[redacted], CO [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 Advantage Rent a Car. I understand you are unhappy with the unsatisfactory treatment from the rental agency. As such, you requested a full refund.
Upon further review, we are honoring your refund request. A refund was processed today in your account for the full amount of the reservation. Please be advised, refunds typically takes one to two business days and is up to your financial institution as to when the funds will be available for use.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/07) */
January 7, 2016
[redacted]
[redacted] Ave
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your hotel at the Holiday Inn Hotel & Suites Tampa N - Busch Gardens Area. I understand your dissatisfaction stems from the room provided by our partner, as you were not properly accommodated based on the number of people you check in. As such, you are requesting to be reimbursed on the amount you paid to accommodate your group.
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 traveller looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete. Therefore, our product offerings [redacted] not always meet the needs of every traveller.
However we guaranteed that all rooms booked with us will accommodate the appropriate number of guests in each room, based on the total number of guests provided and the number of rooms requested. I confirmed the rooms you received were unable to accommodate the number of guests you provided during booking. To solve this, you upgraded your room for an additional fee.
Unfortunately, this issue does occur occasionally in the hotel industry and is not unique to Hotwire reservations. I apologize for any frustration or inconvenience this situation [redacted] have caused you.
I confirmed the refund for the upgrade fee was issued today in the amount of $62.72. Hotwire issues refunds in 1-2 business days. You [redacted] contact your financial institution to find out when this amount will be available for use.
Our goal is to exceed your expectations and 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

Initial Business Response /* (1000, 6, 2015/11/15) */
November 15, 2015
[redacted]
[redacted]
[redacted] OH XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better Business...

Bureau regarding your hotel reservation Hilliard Suites. I understand you are dissatisfied with your recent hotel reservation, specifically with the hotel not having your reservation and they are overbooked at the time of your check-in. As such, you are requesting for a refund on the difference on your new hotel booking.
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer.
According to our records, I confirmed that we received the copy of the receipt of your alternate accommodation and we processed the refund of $87.82 back to the original card used for the booking. I also verified that the total amount you paid for your new booking is $159.96. As such, I approved the refund of the difference on your new booking, with the total amount of $72.14. Hotwire issues refund in 1-2 business days. You may contact your Financial Institution when this amount will be posted back to your account. Please accept our apologies along with the 25 HotDollars initially added to your [redacted]@yahoo.com account. HotDollars are equivalent to US Dollars in value.
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 /* (2000, 8, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That was what I wanted to happen in the begining and they kept telling me my alternate Hotel booking was less than the Hotwire booking so I was not entitled to any refund. Thank you!
Final Consumer Response /* (3000, 14, 2015/12/09) */
This business still has not followed through with a refund The letter dated 11/15/15 said the refund would be processed in 1-2 business days. I have called my bank, and I still have not received anything. I closed the case on the assumption that I would be getting the reimbursement and that has not happened.
Final Business Response /* (4000, 16, 2015/12/15) */
December 14, 2015
[redacted]
[redacted] Dr.
[redacted], OH XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Hilliard Suites. I understand you are checking on the status of your refund. We apologize for the inconvenience this has caused you.
Typically, manual refunds through our finance team take 7-10 business days. I confirmed your refund in the amount of $72.14 was issued on December 14, 2015. Refunds take 1-2 business days to process and it is up to your financial institution as to when the funds will be available for use.
Please accept our apologies for the delay along with 25 HotDollars I applied to your account under [redacted]@yahoo.com. HotDollars can be used on your future booking with Hotwire for Hot Rate (r) Hotels and Hot Rate (r) Cars and are valid for one year.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27, 2015
[redacted]

[redacted] Avenue

[redacted] XXXXX
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 hotel booking. I understand you are dissatisfied with your recent Hotwire booking and you are asking us for a refund the pending transaction since your Hotwire account was blocked.
After reviewing your Hotwire account, I confirmed the Hotwire Itinerary mentioned above was blocked. 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 these reservations were blocked by our risk management.
Hotwire will not be collecting these funds. Therefore, these 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 understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office