Hotwire

April 13, 2016
[redacted]
In response to Revdex.com case number [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...

Sheraton Bay Point Resort. I understand you are dissatisfied with your reservation as it was booked for the wrong dates. As such, you are requesting refund of what you have paid directly at the hotel.
Our records indicate, on March 4, 2016, an error occurred when one of our Travel Specialists assisted you in rebooking your reservation. On March 28, we contacted you to acknowledge the error and processed the refund of $163.23.
Allow me to assure you our Travel Specialists are trained to ensure they are recapping booking details before completing a reservation; including the travel dates. It is of much regret if there was any miscommunication while booking your hotel reservation. I have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns
Please be assured in the event a customer claims an error was made while speaking with Hotwire Travel Specialists, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. Please accept my sincere apologies along with 25 HotDollars I applied to your account under [redacted]. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate® car rentals and Hot Rate® hotel reservations. Your HotDollars are valid for up to one year from issue, expiring on April 7, 2017. 
Based on the information above, I am unable to honor your request to refund the booking you made directly with the hotel, however, we can refund the difference in rates. Please send us the copy of your hotel receipt and your billing statement showing the charges. You may send it as an attachment to [redacted]. Once we receive these documents, it will take 7 to 10 business days for review.
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, 5, 2015/11/22) */
November, XX XXXX
[redacted]
[redacted] Box XXXXX
[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 car reservation. I understand your dissatisfaction stems from the hold of funds on your account.
After reviewing your account, I was able to verify that you had an incomplete booking. Your card will not be charged for this reservation because it was not completed. What you are seeing is an authorization on the card or account. These authorizations occur when we validate your card at the time of booking. Most financial institutions remove authorizations routinely within a few days. For more information about your specific financial institution's policies and your credit card or account, please contact your bank or credit card company.
Should you need further assistance, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX). Our associates are available 24/7 and are dedicated to answering any questions you [redacted] have regarding a Hotwire booking.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently you didnt read my complaint. I made a HOTEL reservation through Hotrate and you want me to contact the people who I had a problem with in the first place...... It took 4 hours to straighten this matter out through customer service and it had gotten to the point to where we had to make our children go stay with someone else while we were preparing to sleep in a vehicle. The booking was never incomplete because the first time I did it you all had the money and that was the problem, you all had the money and I had no itinerary and it took us 4 hours to get a straight answer of where our money went. Your response is completely unacceptable to me and my family and its an insult that you didn't take the time to read the complaint
Final Business Response /* (4000, 9, 2015/12/14) */
December 14, 2015
[redacted]
P.O Box XXXXX
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation. I regret you remain dissatisfied with how we handled your concern. I understand that this is about your Hot Rate(r) Hotel booking that did not go through but your funds were held. As such, you are requesting for a full refund.
We understand how frustrating it can be for a customer's funds to be held for a booking they could not confirm. As such, we are able to assist a customer in getting a pending hold release potentially expedited. In order to do so, we must contact the customer's financial institution to inform them we will not be collecting the funds held for the failed booking attempt. Based on the financial institution's policies, they [redacted] or [redacted] not honor our request to expedite the release.
According to our records, our Travel Specialist reached out to your bank to make the request on October 24, 2015. It was then later found out that there was no authorization code which indicates that Hotwire did not authorize the transaction. I also learned that there was another booking attempt under [redacted]@gmail.com that also did not go through as there were information that did not match. This time our Travel Specialist helped you confirm the booking by verifying billing information.
After further investigation, I found out that the failed attempts which would have created funds to be held by your financial institution were under [redacted]@gmail.com. It appears there was some confusion at the time of your call.
Allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. Please accept my sincere apologies for any inconvenience this situation created along with a credit of 25 HotDollars. We applied this credit to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book Hot Rate(r) Cars rentals and Hot Rate(r) Hotels reservations. Your HotDollars will expire one year from the date of issue, December 14, 2016.
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

Initial Business Response /* (1000, 8, 2015/07/06) */
July 6, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXX
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 for Mr. [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation.
Our records indicate that on June 16, 2015, the customer self-booked a flight reservation using Hotwire's website, itinerary XXXXXXXXXXX. Travel was with Spirit Airlines from [redacted] to [redacted], departing on June 20, 2015, and returning on June 26, 2015. We understand Mr. [redacted] is requesting a full refund of this booking as he attempted to cancel within 24 hours of booking.
We have verified Mr. [redacted] contacted Hotwire on June 17, 2015, to cancel his reservation. Due to his booking being with Spirit Airlines, a low-cost carrier, Hotwire advised the customer we are unable to view/modify the reservation and referred him to the airline for assistance. Mr. [redacted] states the airline was unable to provide him with a refund, although on Hotwire's website he was advised that his ticket is refundable if cancelled within 24 hours of booking. Per the rules of Spirit Airlines, a ticket is only refundable if travel is cancelled within 24 hours of booking, and in addition, for reservations made seven days or more before the scheduled departure date. As Mr. [redacted] booked his reservation four days prior to departure, his reservation was nonrefundable.
As at the time of booking Mr. [redacted] was advised only of the ticket being nonrefundable 24 hours after booking and not that booking needs to be seven or more days prior to departure to qualify for a refund, Hotwire is willing to provide the customer with a full refund.
A full refund in the amount of $431.20 was issued on July 6, 2015, back to the original form of payment. The time it takes a refund to post to Mr. [redacted]'s account depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
We regret Mr. [redacted]'s experience was not as we would have hoped, and any subsequent inconvenience 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

Initial Business Response /* (1000, 5, 2015/07/20) */
July 20, 2015
[redacted]


[redacted] Way Apt. [redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your...

correspondence with Hotwire and the Revdex.com regarding your attempted Hot Rate Hotel booking from the 11th to the 12th of July 2015. Specifically, you are stating that you were billed for a reservation that you were not provided with and that our customer care team was unable to assist you with your questions; as such, you are expressing displeasure with your booking experience. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Due to your concern we have investigated your account and this attempted reservation. We have found that this booking failed because the information regarding the address did not match up with the information your financial institution had on file; as such, your account was not billed by Hotwire. If you are seeing a charge listed by your financial institution this is an authorization hold and should drop off of your account after a period of time determined by them.
You state that our agents were unable to assist you with this concern when you called in. During our investigation we found that the first agent you talked to advised that you have not been charged for this reservation because it was never completed. They did however state that if your financial institution was showing a charge they could call the bank on your behalf to help remove the authorization hold, this offer was declined.
We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16, 2015
[redacted]
[redacted] Lane
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns, as sent through the Better...

Business Bureau, regarding your hotel reservation at the Best Western Lafayette Inn for July 17, 2015. We understand that you re requesting a refund due to the booking being in the wrong state. We apologize for any frustration this [redacted] have caused.
As per our conversation over the phone, we have refunded the reservation. The refund typically takes one to two days to get back to your financial institution. After that, it is up to your bank as to when the funds will be available.
Also, per our conversation, you can fax in the receipt for the new hotel to XXX-XXX-XXXX for compensation of the difference between the original hotel and the new hotel. Please make sure to put the Hotwire itinerary number on all documentation that you fax in. It does take our research department 7-10 business days to process a refund.
We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hotwire made good on the refund and am completely satisfied with this honest desire in the end to make good after their mistake.

Complaint: [redacted]I am rejecting this response because it has not been credited back to my CC as you say... I check daily and just did before responding Sincerely,[redacted]

March 28, 2016[redacted]In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]Dear [redacted],Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate(r) hotel reservation with...

BEST WESTERN Orlando Gateway Hotel and Westgate Palace. I understand you are dissatisfied with your recent hotel reservation, specifically with its star rating. As such, you requested a refund. Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. 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 hotel. To determine Star Rating, Hotwire first incorporates [redacted] star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. Furthermore, you should expect a clean room in working order, if there is a quality concern with the hotel, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. Upon contacting the hotel, I have confirmed that there was no complaint reported during your stay. 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 website, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate reservations.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 above information, and as the reservation was utilized, I am 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 RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/22) */
September 22, 2015
[redacted]
[redacted] Rd
[redacted] XXXXX
Re: Revdex.com Case #XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com regarding your booking at the Best Western Seven Seas - San Diego, CA for check-in August 28, and check-out August 29, 2015. We understand you disputing the star rating of this hotel; as such you are requesting a full refund. We apologized for any inconvenience this [redacted] have caused you.
We would like to clarify how the star-ratings are assigned. Please understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by source. Our customers play a very large part of the star-rating determination. To determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customers. Our customers provide Hotwire with over half a million hotel reviews every year. If the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the rating. If a large percentage of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's rating. We 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. Given these factors this Best Western Seven Seas is a 3 star hotel and it is rated a 3 star and above by our competitors.
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals. We obtain our great low Hot 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. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above we will not be honoring your request for a 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

(The consumer indicated he/she DID NOT accept the response from the business.)First, I did not stay in Orlando! This is referencing a motel in New Orleans, Quality Inn. It was not a clean hotel. It was a filthy moldy motel. I have photos of mold on the phone and light. Stains all over the carpet, what seemed to be blood stains on the curtains, broken lampshade, exposed wires and broken furnitue. Not to mention the overwhelming smell of cigarettes! Deplorable!

Initial Business Response /* (1000, 8, 2016/02/02) */
February 02, 2016
[redacted]
[redacted] Ave [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 with Hotwire...

as sent through the Revdex.com regarding your car rental booking with Hertz. I understand you were dissatisfied with your recent Hotwire reservation because you are not allowed to cancel the rental. As such, you are requesting a refund.
We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident 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 rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
At Hotwire, we strive for clarity on our Web site. Because customers are charged for their reservations at the time of booking and are non-refundable, we are sure to point out booking details such as reservation dates, airport location(s) along the booking path. On the final billing page, within the Booking Rules and Restrictions section, which outlines the Hotwire Terms of Use, we mentioned the reservation was final and non-refundable. Before you completed the booking, you selected a box stating you read, understood, and accepted those terms.
In addition, on the final billing page, we present a bulleted list of Hotel Rules and Restrictions. Within those restrictions the following statement is provided:
-All bookings are final. No refunds, changes or transfers.
-Your account will be billed for the full amount when you book.
Based on the information provided above, I am unable to honor your request to refund your car reservation.
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, 7, 2015/12/01) */
December 01, 2015
[redacted]
[redacted] W. [redacted] St.
[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 Thrifty Car Rental. I understand you are dissatisfied with your recent car reservation because the HotDollars applied to your account as a form of a refund cannot be used to book a car reservation.
After checking your account, I confirmed that you book a Hot Rate(r) Car reservation. Hot Rate(r) rentals are deeply discounted, and as such, are booked as non-refundable, non-changeable and non-cancellable. Hot Rate(r) rentals require full prepayment and are guaranteed held for 24 hours.
In further review of your case, you requested to cancel your car reservation because you were denied to pick up the car as your wife, the primary driver, was unable to make it due to her cancelled flight. As such, our Travel Specialist cancelled your car reservation with an exception to refund the amount charged in the form of HotDollars. HotDollars can be used on your future bookings with Hotwire for Hot Rate (r) Hotels and Hot Rate(r) Cars which is the same as the car reservation you booked.
Additionally, please note that the rate you were trying to book is not prepaid. The agency will collect the cost of the rental from you when you return the car with applicable taxes and fees. As such, HotDollars can't be used on the type of car reservation.
Based on that information, I am unable to honor your refund request. We feel the $143.13 HotDollar credit is adequate to your situation.
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, 11, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since the money is being refunded finally, I accept this offer. But I am disappointed that Hotwire does not acknowledge any responsibility for this problem. I know of no other travel company besides Hotwire which does not provide a refund for a weather or mechanical related flight cancellation. In this case, I, who had paid for the reservation, was present and wished to pick up the vehicle,which would have eliminated the need for a cancellation, but was prevented categorically by Hotwire policy. Trying to work through this problem with your off-shore "customer service" representatives was a whole other issue which Hotwire should be reviewing. The customer service representatives made no effort to resolve the problem, but only repeated company regulations robotically. To provide its avowed customer service, Hotwire should look into and correct these problems.

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear [redacted]:
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau, regarding your hotel reservation at the Park Inn by Radisson Toronto-Markham. We understand your dissatisfaction as you have found negative reviews from previous guests on other sites. As stated in your letter, you are requesting a refund for this reservation. We regret this situation has caused any inconvenience for you.
Here at Hotwire we take customer feedback very seriously, which is why we provide post stay surveys any time you stay at a hotel through us. These surveys are then used to calculate our ratings. However, we are unable to refund based on other website's reviews, as it is required to give the hotel an opportunity to provide a 3.5 star experience. If there is any issue the hotel cannot resolve at the time of your stay, we ask you call our 24 hour customer care immediately at 866-HOTWIRE (XXX-XXXX).
In exchange for guaranteeing our partners the reservations we book will be used as originally sold, they offer Hotwire deeply discounted rates. Once we confirm a reservation, the booking details and our payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
The insurance that was purchased is provided by the third party Allianz Global Assistance. A summary of the coverage is provided clearly before adding it to the booking, as well as a link to the full terms of use and conditions. The summary states:
"Get reimbursed up to 100% for your non-refundable, prepaid cancellation costs and penalties if you have to cancel plans due to covered illness, injury, job layoff, and more. This coverage also offers 24/7 support."
Based on the information above, we will not be providing a refund. We hope you enjoy your stay, and are pleasantly surprised with your experience. We look forward to serving your future travel needs.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/22) */
August 22, 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 Better...

Business Bureau, regarding your booking with Hertz on August 22, 2015 in Haynnis, Massachusetts. We understand that you were completing your booking from retail me not, and the discount code was not applied at the time of confirmation. You are seeking a refund of these charges. We regret any frustration this situation [redacted] have caused.
First I would like to say here at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this case. We train our agents to be polite and provide accurate information in a timely manner. We have noted your concerns and have addressed the issues in hopes to prevent this from happening in the future. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
Hotwire has been approved a refund in the amount of $10.00 which will be credited back to the form of payment used at the time of booking. Please allow seven to 10 business days to process the refund. After the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
In addition, 10 HotDollars was applied to your account which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel.
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 20, 2016. We will be more than happy to answer any additional questions you [redacted] have.
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

November 30, 2017
Revdex.comComplaint Department – HotwireRe: 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. Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding Hotwire Low Price Guarantee. We understand from Mr. [redacted] complaint that he is requesting  a refund for the diffidence in cost paid for his flight and hotel package.
Our records reflect that on October 17, 2017 Mr. [redacted] submitted a claim through Hotwire.com to qualify for the Low Price Guarantee. After further review, we will honor Mr. [redacted] submission for the Low Price Guarantee. A refund in the amount of $71.12 has issued to the customer’s original form of payment. Please allow seven to ten business days for the refund to reflect on the customer’s credit card statement. 
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 Customer Service

Complaint: [redacted]
I am rejecting this response because: Rather legal or not, which I won't further delve into; I think it's deceptive the practice in which Hotwire has done business - putting in nice large text what the price of a hotel is and when it fact it is not - now to only reference "the fine print" in response here. I do not think there is anything further to add on this matter. I reject the response as weak and unethical and there is nothing more to be said. This will be my last reply on the matter; all future responses will be rejected without further comment in this forum.
Sincerely,
[redacted]

April 27, 2016[redacted]In response to Revdex.com 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 failed booking attempts. I regret you remain dissatisfied with our response. As such, you are still requesting refund for the unused portion of your reservation.
 
As previously mentioned, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we align our rating with our parent company Expedia. Based on this, we are unable to honor your refund request.
 
Additionally, when Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each establishment. Customers can then choose the place they want to stay based on amenities best suiting their needs such as “Free Internet”. If the amenity is listed, we guarantee it is found at the hotel during the dates of their stay.
 
While we work to ensure the amenities provided upon booking are available, we cannot guarantee they will all be in service during your stay. During the booking process, we mentioned the following:
“Some amenities may only be available in some rooms or units. Some amenities may incur additional fees.”
Based on the information provided above, I feel we provided a sufficient amount of avenues of obtaining information regarding internet accessibility prior to booking. That being stated, my decision remains the same and we are unable to honor your refund request.
 
Best Regards,[redacted]
Customer Care Relations
Hotwire Corporate Office

I called Hotwire one more time after I submitted my complaint because I realized yet another issue with...

the service Hotwire is offering. Several time during my attempt to get my refund I told that a "Hotdeal" is not refundable because that is how they can provide such a deeply reduced rate. SoI called the hotel back and asked for their nightly rate. Currently the hotel's rate is $49.95, while I payed $45.00 and change on Hotwire. So I would suffice to say a $5.00 difference is not a deeply discounted rate. So now not only are they providing an unsafe environment for their patrons, they are also falsely advertising the discounted deal you are told you will get by using Hotwire's services.

Complaint: [redacted]I am rejecting this response because: I don't agree. I did everything hotwire customer service instructed me to do in order to verify order.  
 
 
 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/06) */
August 6, 2015
[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, regarding...

your recent booking. We understand when you arrived at the hotel, they were overbooked, and you were unable to find an alternate hotel. As such you are seeking a full refund. We regret any inconvenience this situation [redacted] have caused.
Please understand that hotel over-bookings do occur in the hotel industry and are not unique to Hotwire customers. Our hotel partners have established policies to address this situation.
At this time Hotwire has been unable to confirm with any of our partners that your reservation was not honored. If you can provide additional information about this booking, we would be more than happy to investigate further. Hotwire would need the name of the hotel, dates of the reservation, and the itinerary number if available.
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

Initial Business Response /* (1000, 5, 2015/08/28) */
August 28, 2015
[redacted]
[redacted] Street Apt. *
[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 Hilton New Orleans Riverside on October 22, 2015 in New Orleans, Louisiana. We understand that you are disagreeing with the star rating for this hotel. You are seeking to cancel this reservation for a refund. We regret any inconvenience this situation [redacted] have caused.
We acknowledge that there are many travel websites out there, and that not all of them agree with the star rating for this property. However, there is no standardized star-rating system nationally or internationally. As such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stay. Over 88% of our previous guests agree with the rating and over 90% recommend the hotel for others. We checked a few other travel websites, and see that Expedia has this hotel as a 3.5 star, Tripadvisor and Hotels.com have it listed as a 4 star, and Kayak lists the hotel as a 4 star. We are confident that our star rating for the Hilton New Orleans Riverside.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
As an experienced user of Hotwire, you understand we obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed, the details of your booking and our payment information are sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
Based upon the above information, we will not be honoring your request for to change this reservation or offer a refund for this booking.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not just addressing the concern of the star rating but the area of the city I was sold. If you appreciated my business you would correct this for me. This is blatant false advertising. I was sold a French Quarter hotel. This property is in the Convention Center area. I was born and raised in New Orleans. Proving me wrong on this is not possible.
[redacted], I strongly encourage you and Hotwire to re-evaluate your position with my refund. I have done much business with Hotwire for a very long time and have always been satisfied. In my opinion, as a very seasoned traveler, this is was sale was poorly executed by star rating and the completely inaccurate area I was sold.
Final Business Response /* (4000, 9, 2015/09/02) */
September 2, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com Case number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Hilton New Orleans Riverside for October 22, 2015. We understand that you are requesting a refund due to the hotel not being in the French Quarter area and star rating. We regret any frustration this [redacted] have caused.
At Hotwire, we strive for clarity during the booking process. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In your case, the area selected was "French Quarter/Mississippi River, Louisiana". We have confirmed the Hilton New Orleans Riverside is located within the green shaded map defining that area.
As mentioned previously, there is no universal star rating system. This is why we start with Expedia's star rating, and can adjust it based upon reviews from our customers after they have completed their stay. We are confident with the star rating of the Hilton New Orleans Riverside.
Based upon the above information, our decision remains the same; we will not be honoring your request for a refund. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Then I recommend you follow the link I have posted outlining the French Quarter area as recognized by Google, and update your areas you post as they are inaccurate.
https://www.google.[redacted]
Here is another link with customer ratings of this Hotel below 4 stars. More in the 3.3 star ratings.
https://www.google.com/?[redacted]
If you won't correct this with me, then you've lost a customer and I'm out of my money due to your business practices justifying your hotel list locations and star ratings. However I do not wish to see any other of your customers experiencing what I have with Hotwire.