Hotwire

June 20, 2017
 
[redacted]
14202 N 42nd St.
Tampa, FL 33613
 
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 [redacted]. I understand you are dissatisfied for not being able to receive the amenities we listed at the time of booking.
 
Our records indicate that you booked a Hot Rate® hotel. In Hot Rate® 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 completed. Through this method, Hotwire is able to offer deeply discounted rates to our customers. In exchange, we guarantee to the hotels with which we do business that the reservations we make will be used as booked. For this reason, Hot Rate bookings are non-changeable and non-cancellableAt Hotwire, we strive clarity on the site. Customers can choose the place they want to stay based on the amenities that best suit their needs. If an amenity is listed, customer can expect it in the hotel. Upon review, I confirmed the hotel reservation you booked was advertised as an all-inclusive hotel.
 
Upon review, I confirmed that on May 8, 2017. We attempted to contact you which routed to your Voice Mail box. We left a detailed message and we informed you that we will reimburse whatever the amount you will have to pay to get an all-inclusive stay.
 
Based on that information, kindly send us a copy of your receipt showing your additional charges at the property. Kindly send it as an e-mail attachment to[redacted]. Please be advised, the review process may take seven to ten business days and we will get back to you once completed.
 
In addition, please understand, we are unable to honor your full refund request as your reservation was fully utilized.
 
Again, thank you for bringing this to our attention. We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

I am not looking for financial reimbursements. I am unhappy with the service, and they have yet to contact me about the investigation of what I was told over the phone. I need to reopen this case.

Complaint: [redacted]I am rejecting this response because:
I continue to believe it is very unethical and deceptive to advertise pricing for a car rental and not include all applicable taxes and fees that will be charged at the time the vehicle is picked up.  Burying excluded fees in the terms and conditions that are otherwise normally disclosed at the time of reservation on any other website is a very poor business practice.  As I mentioned previously, I rent cars several times per year and have never been told at the counter I would have to pay more than my reservation indicated.
As this complaint is more about principal and Hotwire does not see any issue with their advertising practices I wish not to correspond further and will not be using Hotwire again in the future for any of my travel needs.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/15) */
January 15, 2016
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX and XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your Hotwire hotel booking attempts. I understand you are dissatisfied because of the funds held for the reservation that did not go through. As such, you requested a refund.
After reviewing your Hotwire account, I confirmed the Hotwire Itinerary mentioned above did not go through. 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 cancelled, 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.
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management.
In addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX)XXX-XXXX.
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, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good morning
My funds were tied up over a holiday weekend, no reservation, and still no one from your company did anything to resolve the matter. If the account was deactivated why would you still hold funds on my card? I didn't deactivate my account therefore I have no clue why it would be deactivated. The fact is you guys deal with travel, ppl credit cards, and reservations but dropped the ball! It is unprofessional, inconsiderate, and plain unacceptable to have someone strained out in another state like that without having the proper customer service reps available to resolve a travel issue if it arises!
Final Business Response /* (4000, 9, 2016/02/05) */
February 5, 2016
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX and XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding the unauthorized Hotwire transactions under [redacted]@me.com. I regret you remain dissatisfied with the information we have provided.
As previously mentioned, 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 did not go through, 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.
In addition, your account has been deactivated by our Risk Management team. As such, all further contacts regarding your account must be addressed with Risk Management at (XXX)XXX-XXXX.
It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is final. If the decision is final, you will likely not receive a call back from that department. I understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/05) */
[redacted]
[redacted] Place [redacted] XXXXX
[redacted]

RE: Revdex.com Case Number: XXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your hotel...

reservation on June 21st, 2015. You are stating that this hotel has online reviews involving bedbugs and that you disagree with the hotel star-rating. As such, you are requesting that we provide you with a refund for this reservation. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
With the information you have provided thus far we have not been able to locate your reservation. Please locate your itinerary number and call our corporate customer relations number at XXX XXX XXXX and leave us a message with your phone number, the best time to reach you, and your itinerary number.
We appreciate your business, 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 Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told to contact them at their corporate account phone number. I left my name, number, and our itinerary number as well and have yet to receive a call back. I did as they requested but this is still unsatisfactory to have no further response.
Final Business Response /* (4000, 9, 2015/07/29) */
July 29, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Dakota Pines Inn. We understand that you have left a voice mail with your name, number, and itinerary number, and have not received a call back. We regret any concern this [redacted] have caused.
Our records show that attempts were made to reach you by telephone, and we were finally able to reach you on July 28, 2015. You spoke at length with a member of our Corporate Customer Relations Team on July 28, 2015.
Our decision remains, as the room was inspected, no evidence of bedbugs was found, and you declined the alternate room offered by the hotel, we are not able to honor your request for a refund.
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 because: When I paid for my hotel room that did not evidence it was a resort, you indicated the total cost was paid.  Since resort fees are mandatory and I did not know from your site that this selection was a resort, your assertion that I was paid in full was false advertising since you do not disclose that mandatory fees are possible in your advertising.  You should list selections as hotels or resorts.  My bank quickly provided the refund based on your fraudulent actions.  I note other complaints on the web, this is an obvious legal issue that the Department of Corporations or a class action lawyer should address.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/13) */
August 13, 2015
[redacted]
[redacted] W [redacted] St
[redacted], ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with Dollar on July 30, 2015. We understand that your daughter was unable to pick up the car as she didn't have a credit card in her name and you were not able to receive a refund when you called in to the customer care line. We regret any frustration this situation [redacted] have caused.
After reviewing your reservation, I confirmed you booked a Hot Rate car reservation. For Hot Rate car reservations, our suppliers are able to offer discounted rates on Hotwire because we withhold their name and exact location until after the customer books.
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. For this reason, reservations are booked as non-refundable and non-changeable. However, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances. We will be refunding the card on file in the amount of $107.14.
While we issue our refunds within one-two days of processing, it is up to your financial institution's policies on when the credit will post to the account. Please allow one-two billing cycles for the credit to appear on your billing statement before contacting us in regards to this refund. We are unable to expedite this process.
Any further questions regarding the specific timeframe of this process will need to be directed to the financial institution.
When there is a problem with a hotel, a guest's effort to gain assistance from the hotel first is required. In order to provide immediate assistance, we ask that the guest call us at the time of the issue, should they believe the issue is not resolved to remain within our standards of a "clean and comfortable stay." This allows us the ability to work with the hotel to verify the issue and request that our mutual guest be moved to a room that meets the clean and comfortable stay promise. Should the hotel partner not be able to accommodate the "clean and comfortable stay", we are willing to make a change to another hotel, provide a refund and usually also provide "hot dollars" for a future booking.
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 Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I wanted was a refund for a product that I didnt use and want to thank the Revdex.com for all there help .If it was not for the Revdex.com they would have never refunded my money.I will always advise a consumer to use the Revdex.com for any disputes that you [redacted] have with a company

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, 5, 2015/08/19) */
August 19, 2015
[redacted]
[redacted]
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 the Hotel Angeleno on August 25, 2015 in Los Angeles, California. We understand that you are unhappy with the results of your Hot Rate(r) booking, because you are concerned about the star rating and safety issues at the hotel. You are asking to change to an alternate property. We regret any inconvenience this situation created.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. At Hotwire, we strive for clarity during the booking process, and we provide the following disclosure at the bottom of our site:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees."
This shows that the crossed-out rate refers to the median price of the hotels in that area, not the specific hotel that you got. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
Currently there is no standardized star-rating that all the travel sites follow. At Hotwire we get our rating by incorporating the Expedia star-rating and based on customer reviews the rating can be increased or decreased. Hotwire sends out a post stay survey to all our customers that book hotels through us. We received responses from the surveys that we sent out at this hotel. It received a score of 4 out of 5 for room condition, cleanliness, and the hotel quality. We stand by our star rating and will work with our partner to ensure you have a clean room in working order. If there is an issue we will work with the hotel and you to correct the issue.
I have looked at reviews for the hotel on Tripadvisor, Expedia, Hotels.com and at the Hotel Angeleno website. The previous guests are mostly positive in their assessment of the property. As with any hotel, there are examples of bad experiences, but the hotel works with the guests to resolve the situation, and make things right.
Based upon the previous information, we have already provided you a 4 star hotel in Los Angeles, California in the median rate mentioned. As such, we will not be making any changes or modifications to 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).
Best Regards,

[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I guess the travel corporation is always right. I can see how I will just be wasting my time perusing this. One less customer for Hotwire, one more for trivago and expedia. Lesson learned.

Initial Business Response /* (1000, 9, 2015/09/19) */
September 19, 2015
Revdex.com
Hotwire - Alaska, Oregon & Western Washington
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 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 complaint #XXXXXXXX) regarding the possible site error encountered and refund request.
Our records show on August 26, 2015, Ms. [redacted] self-booked a Hotwire.com flight reservation via booking number XXXXXXXXXXX, with a travel date as September 2, 2015 from Traverse City to San Antonio for a total of $261.56. We understand from Ms. [redacted]'s complaint, when ticket was purchased a glitch was encountered that switched the travel cities, customer requested flight from San Antonio to Traverse City not what was booked. The customer is requesting a full refund for the amount paid due to site error.
Upon researching the customer's complaint, we can confirm via the actual booking path taken by the customer, on the search page Ms. [redacted] selected travel from Traverse City to San Antonio on September 2, 2015. The customer selected a flight and was given the trip review page that showed flight requested. We can also confirm, the customer proceeded to the payment page were again it provided trip details as Traverse City to San Antonio on September 2, 2015 for a total of $261.56, payment made and booking confirmation was given.
Hotwire makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing. We provide selection details on several pages for the customer to review. Based on the information provided above, we are unable to honor Ms. [redacted]'s refund request.
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, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
of course that is what happened! hotwire is correct! but only because they have it set up (rigged) to that, if you back page & start over with a new date in which you want to leave, customers are only thinking you are changing the date only! not to go further back up and have to adjust the "switching" you have to do as well as keeping up with making sure they dont switch the to & from on me again (destination). with travelocity or any other site you dont have this problem! my daughter said, the same thing happens to her! not just me! you have to be very careful that they dont reverse the from & to section in the process of finding the right dates!! they can make it so that it dont reverse itself! thats wrong & they know it! I called immediatly after I saw what their site did to me & they just said, sorry mam no refunds, it was my problem!! THATS NOT HOW YOU DO BUSINESS!!! I would have expected better from hotwire. very shady, I have a heart condition & cant handle this type of heartlessness. :(
Final Business Response /* (4000, 13, 2015/10/07) */
October 7, 2015
Revdex.com
Hotwire - Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com case XXXXXXXX.) We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
Hotwire's goal is to provide an exceptional customer experience. The customer stated she there was a glitch on the Hotwire.com page and the booking path was rigged to create an error so a refund cannot be given.
After further review of Ms. [redacted]'s complaint, we can confirm that at the time of self-booking the reservation, Ms. [redacted] was given the full details of her reservation before payment was made and reservation could be confirmed. Ms. [redacted] then proceeded to book the reservation.
We're sorry that Ms. [redacted] had a less-than-satisfactory experience during the calls into Hotwire. Please be assured that comments such as yours help us ensure agents are receiving the proper training needed to assist each and every customer and your feedback will be forward to the proper channels.
Hotwire continues to stand by our original reply. We maintain that Ms. [redacted] was provided all the reservation details such as travel dates and destinations to be reviewed before payment was made.

Again, 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, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
if hotwire will not refund my money then I want this publicly known how their website works! I want the public to see step by step what happens to them as they try to book a flight on their site & watch how sometimes if not all the time how it automatically conveniently changes destinations on you while attempting to purchase a ticket. I cant believe how they have to stoop so low as a way of making money! & no remorse @ that. whats next?

Initial Business Response /* (1000, 5, 2015/06/04) */
June 4, 2015
[redacted]
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear [redacted]:
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your Hertz rental at...

John F. Kennedy airport. As stated in your letter, you were not provided an option to select which car agency you would be renting through. As your previous experience with Hertz was poor, you are requesting to change the rental to Enterprise or receive a refund. We regret any frustration and inconvenience this has caused you.
Upon researching your rental, we found that the reservation booked was a hot rate. These rates do not have the option to select a certain agency, and specifically state that will only be revealed after the purchase is confirmed. While we do have several car rental partners, the only way to guarantee a specific agency is to select a standard rate if one is available.
At Hotwire, we are able to secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our website will be used as originally booked. For this reason, all reservations are booked as non-changeable and non-refundable. This is all stated in the terms of use you agreed to prior to booking.
Based on the information mentioned above, we are unable to honor your request to switch to Enterprise or provide a refund. We appreciate your business and look forward to assisting you with your future travels.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/10/06) */
October 6, 2015
[redacted]
[redacted] Rd [redacted] XXXXX
In response to the Revdex.com Case Number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your reservation with Hawthorn Suites in Michigan. We understand your dissatisfaction stems from the negative reviews you have read and the additional $60.00 charge requirement upon check-in. Hence, you are requesting a full refund, equivalent to $56.62.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. We also allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that [redacted] arise at the property.
Based on your concerns regarding the condition and safety issues at this hotel, I further researched the property. I read numerous reviews and did found reviews on the hotel's safety concerns. We apologize for the inconvenience this has caused you.
Upon review, we have confirmed from the hotel that the room was used and no complaint about your hotel experience was brought to the hotel management's attention during your stay. Therefore, we are unable to honor your refund request. However, please accept our sincere apologies along with the 25 Hot Dollars for the inconvenience.
I also contacted the hotel to understand more about the additional $60.00 charge. I confirmed with [redacted] at the hotel that this amount is for the property's security deposit requirement. Deposit is required by the property to pay for incidental charges upon check-out. However, if no additional incidentals are consumed by the guests during the entire stay, security deposit fee is refunded to the form that the payment that was originally provided.
We strive for clarity on our site. Prior to completing this booking, you selected a box stating you read, understood and accepted the following Hotel Booking Rules and Regulations:
*Hotels will require a credit card when you check in; debit cards [redacted] not be accepted.
*You'll pay the hotel directly for additional charges, like room service or resort fees.
As such, we will not provide any further compensation.
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, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I previously stated, the room was absolutely not used. The hotel is unsafe. I had to travel several miles away to a different hotel for the evening and will more than gladly provide Hotwire with the receipt for that stay. I would like to give the benefit of the doubt and believe that the Hotwire's assertion that the room was used is merely an error, but at this point, I don't know what to believe. Recheck your information. I would never enter that hotel, much less sleep there. Again, I am more than happy to provide Hotwire with a receipt showing the date and location of the hotel I used. Perhaps Hotwire can make an agreement with them as they do not have the crime rates or vermin infestation seen elsewhere.
My dealings with Hotwire thus far have been absolutely dissatisfactory. I was sold an unusable hote stay at a falsely advertised price, and Hotwire has been dishonest in its dealings with me every step along the way.
I am demanding a full refund of $56.62 and will escalate the case as needed. This is ridiculous.
Final Business Response /* (4000, 9, 2015/10/27) */
October 27, 2015
[redacted]
[redacted] Rd **
[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 booking with the Hawthorn Suites - Detroit Southfield, MI. I understand you are dissatisfied with your recent Hotwire booking and you are asking us for to switch the hotel because you felt unsafe upon checking in.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. 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.
Hotwire regards cleanliness as a matter of utmost importance; you should expect a quality experience from our hotel suppliers. I can assure you this experience is not typical of what our customers can expect when booking with Hotwire.
Based the details of your hotel experience; we have applied a credit of 25 HotDollars to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book HotRate Car rentals and HotRate Hotel reservations. Your HotDollars are valid for up to one year.
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, 11, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the most reprehensible company I've ever had the displeasure of doing business with. Hotwire fools customers into paying for dangerous, unsanitary lodgings, hence their refusal to name hotels sold as "hot deals" prior to taking customers' credit card numbers.
Thankfully, I researched the hotel and stayed elsewhere after I was given booking information by Hotwire. The hotel they had advertised as a "2.5 star hotel" was a hotbed of criminal activity and had a long standing issue with bedbugs and rat infestation. Had I not researched this hotel first, I would have come away from the experience at best with a bedbug problem and at worst the victim of a violent crime. For this company to put unsuspecting customers in such a situation is grossly irresponsible.
As you can see above, Hotwire's response to this situation is laughable. Their handling of this case has ranged from re-routing me to a supposed customer care expert who seemingly refuses to pick up their phone to outright lying to avoid refunding money. To call this poor customer service is too great an understatement. This is a company who has put my health and safety at risk, then lied to avoid responsibility.
As for the insistence from Hotwire that this is atypical of the average customer's experience, I urge you to take a look at the bevy of customer complaints here and on social media. Customers with similar horrendous experiences number in the thousands.
Put simply, this company is vile and must be stopped before someone is seriously hurt as a result of their shady practices.

Initial Business Response /* (1000, 5, 2015/08/17) */
August 17, 2015
[redacted]
XXXX XX the Ave [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...

Revdex.com, regarding your hotel reservation at Heidi's Inn Ilwaco for August 2, 2015. We understand that you are requesting a refund for this reservation due to the hotel being pet friendly and allergies to pets. We regret any frustration this [redacted] have caused.
Hotwire offers our great rates by guaranteeing that a reservation will be used as is. Once the booking has been completed we send payment and the reservation details to our suppliers. This is why once completed our bookings are final, non-changeable, non-refundable. However, in this circumstance we would just need you to fax in medical documentation on a physician's letterhead for review for a possible refund. 7-10 business days after we receive the documentation, we would be in contact with you regarding the status of the refund. Our fax number is (XXX) XXX-XXXX. Alternately, you could mail the documentation to us at:
Hotwire Research Department
PO Box XXXXXX
Portland, OR XXXXX
With our suppliers, amenities [redacted] be changed or updated. We do appreciate you updating us that this hotel is now pet friendly and our website now reflects that change.
We regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find their proposed solution tedious and complicates the matter even further. Hotwire already wasted my time and money, and put me in an awkward and unhealthy situation due to negligence. This is not a way to conduct business.
Final Business Response /* (4000, 9, 2015/08/29) */
August 29, 2015
[redacted]
XXXX XXth Ave[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 Heidi's Inn Ilwaco on August 2, 2015 in Long Beach, Washington. We understand that you were uncomfortable in the room because of pet allergies. You are seeking a refund for this reservation. We regret the discomfort this situation caused.
Hotwire is committed to getting you the best deals possible. Because of the extremely low rates offered by our hotel partners, refunds, exchanges, transfers or changes are not typically available. Our partners require very specific documents in order to make an exception to the cancellation and refund policies. We understand that these documents [redacted] be difficult to procure and apologize for any inconvenience.
In your situation, you did check into the hotel, and when you contacted us on August 3, 2015, you stated you used the room as booked. We contacted the front desk of the hotel, and confirmed you checked in shortly after midnight on August 3, 2015, and stayed until 9:00 am that morning. The room was used as booked, and Hotwire has paid for your accommodation.
Due to the medical condition that was exacerbated by the pet dander, Hotwire is willing to consider an exception for the no refund policy. This will require action on your part to provide the documentation of your medical condition in the form of a letter on letterhead, signed by a medical professional.
You [redacted] email this documentation to [redacted]@hotwire.com, with reference # XXXXXXXXXX, or if you prefer you [redacted] fax it to: XXX-XXX-XXXX. Upon receipt of the documents, we can begin the process of refund consideration, which will take 7-10 business days.
No further action will be taken until the documents are received.
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, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
Per your response, I used the room from midnight to 9am. Where would you like me to go at midnight after driving for 10 hours.
There are so many issues here at hand, one very important one is hotwire's tendency for "False Advertising" and disregard for important health and sanitary issues. The reason I say that is that for one, your website when making the reservation clearly stated that the hotel would be either a " holiday inn express, Hamptons inn, or something similar " clearly you haven't visited Heidi's inn!
Second, and most importantly, your site failed to mention that the hotel is pet friendly by not including the pet friendly logo on the site. False advertising and negligence is all I can think about. Add to that your refusal to take responsibility for your mistake = a very bad business model. I truly wonder how are you still in business.
Cheers

Initial Business Response /* (1000, 5, 2015/09/22) */
September 22, 2015
[redacted]
[redacted] Way
[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 Revdex.com, regarding your hotel reservation with Sun Vail. We understand that you are seeking a full refund due to your claims that the property is not in the represented area, the star rating, and the property website offering lower rate. We regret any frustration this [redacted] have caused and appreciate the time you took to bring this matter to our attention.
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 "Lionshead, Colorado". We have confirmed the Sun Vail is located within the green shaded map defining that area.
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. We are confident that the star rating for the Sun Vail is correct.
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.
We are confident that Hotwire has the lowest rates available, backed by our Low Price Guarantee. If, within 24 hours of booking, you find a lower rate for an identical booking, we'll pay you the difference between the rates. The rate must be available to the public, rates that are only available to members of certain groups (such as AARP, AAA, group rates, corporate rates, and convention rates) are not eligible for the Guarantee. As it is outside of the 24 hours, we would not be able to process the Low Price Guarantee.
Based upon the above information, we will not be honoring your request for a full 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 /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do no accept Hotwire's comments or response.
First, they did not address the issue that the property was not a hotel. Upon calling them initially, they explained that they use the terms interchangeablly. Yet, they have another listing of porperty that they clearly state as a Condo. If I wanted a condo, I would have requested a condo.
As to the map, one would assume that the descrition would suffice and that the small map linktht they provide is for those who do not know the area. One who see the listing as a sepcific area would assume such and would not click on a nondescript link to clarify that it is not in fact in the listed area. Further more, Hotwire could say that is within a ceratin area and it could be in a different town so long as they rename the area to their benefit.
While I did complain about the star rating and the price, these points were secondary and I would agree that these ccan vary...but to some degree.
Again, Hotwire hides behind what they will call fine print words (don't think they exist) and market something that it is not. Then go as far to say that they already paid the property 15 minutes after I made the reservation. Not even the best companiies in the world pay that quickly. There integrity is severly lacking. They benefited, the property benefits as it can't sell under its own true description, and the consumer pays the price.
So, again, I don't accept there response and do believe it is misrepresented and fraudulent.

Initial Business Response /* (1000, 5, 2016/02/07) */
February 7, 2016
[redacted]
[redacted] 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 Revdex.com regarding your Hot Rate(r) hotel reservation at the [redacted] Apartments. I understand you were dissatisfied with your recent hotel reservation, specifically on how we calculate the star rating of our partners. As such, you are requesting a full refund.
We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.com. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on our customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel.
Regardless of star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review.
We remain confident the current 5.0-star rating of this property is an accurate reflection of its overall quality and offerings of this hotel. Based on the information provided above, I am unable to honor your refund request.
Our goal is to exceed your expectations; 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 Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response simply chants what I've heard before - that our star rating is right. It does not at all refer to the fact that NO OTHER website I could find (and I've searched roughly two dozens) shares this estimate of the hotel as a 5 star. Does should have at the least lit some red light in the minds of the Hotwire people, that perhaps they are wrong. But they are totally unwilling to merely entertain that opportunity.
A more decent hotels site would offer compensation, at the least in the form of credit.
[redacted]
Final Business Response /* (4000, 9, 2016/02/23) */
February 23, 2016
[redacted]
[redacted] 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 hotel reservation with [redacted] Apartments. I regret you remain dissatisfied with the handling of your situation. I understand you do not agree with the star rating of the property. As such, you are requesting a refund.
I regret the frustration and inconvenience this situation created, and appreciate you took the time to express your concerns. At Hotwire, we take customer complaints and feedback seriously and we strive to provide our customers with the most up to date and accurate information as possible.
As previously mentioned, currently 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 start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly.
After reviewing your account, I confirmed the hotel was downgraded from 5 star to its current 4 star rating on February 18, 2016. For the experience, we have applied 50 HotDollars to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars that can be used in your future booking for HotRate(r) Hotels and HotRate(r) Cars which is valid for 1 year.
Our goal is to exceed your expectations; 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

Complaint: [redacted]I am rejecting this response because: As you can see from the attached image the website advertised the car as "On Airport/Shuttle to Vendor" The airport shuttle did NOT take us to the pick up site. The Hertz reciept calls thi pick uplocation "Downtown". 
The Sincerely,[redacted]

September 7, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with Best Western Plus Hotel Hong Kong. I regret you remain dissatisfied as you feel that children’s activities amenity indicated under this property is an incorrect advertising based on what the hotel actually offers.
 
We appreciate the time you took to share this matter. After careful consideration, Hotwire is working on removing this information on the site as soon as possible.
 
In addition, we are giving you 2 options for your booking. You may cancel your reservation and get a full refund request or you may keep you reservation and receive 50 HotDollar credits to your Hotwire account that you can use in booking in the future for any Hot Rate® bookings for cars or hotels. One HotDollar is equivalent to one US Dollar that is valid for one year.
 
To complete either of the options, please contact our customer service at 1 (866) [redacted]. Our Travel Specialists are available 24 hours a day, seven days a week.
 
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, 8, 2015/10/22) */
October 22, 2015
[redacted]
[redacted] Court
[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 Hotwire and...

the Revdex.com, regarding your hotel reservation in Pueblo, Colorado. I understand that your dissatisfaction was caused by the online negative reviews that you have read, as well as the exterior and surrounding of the hotel.
Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that [redacted] arise at the property.
I can assure you we take safety concerns very seriously. Based on your concerns regarding safety issues at this hotel, I further researched the property. I read reviews on numerous sites and while I did find some with concerns of the surrounding neighborhood; I did not find a trend of reviews surrounding safety concerns with the hotel itself from past guests.
As such, my decision has not swayed and I am unable to honor your request for a full refund amounting to $52.00. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 10, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, Hotwire is completely dismissive of my claims. My experience at the hotel - which was dirty, run-down, felt unsafe, and was easily recognized as what might be called a "roach motel", is dismissed because someone at Hotwire who has never visited the property looked at a few online reviews and supposedly found none where safety was an issue (I suppose they missed the several I found which referenced flimsy or broken door locks). Also, in actuality, MANY online reviews refer to criminal activity in the motel's parking lot- so *on the hotel property*, not the dismissive "in the neighborhood" claimed by Hotwire - and perhaps this is why we felt unsafe getting out of the car or staying in this motel upon arrival. Likewise, it was the *motel property* which was covered in trash and obviously poorly maintained. This actually made the motel stand out from the surrounding neighborhood, which had numerous surrounding businesses that were free of similar issues. And nearly every online review confirms that the interior of the motel matches the dirty, trashed exterior.
In all my life, I have never experienced such poor customer service and obvious money-grubbing, particularly from a company I have done business with for a decade. Obviously, Hotwire cares more about retaining $52 than a long-time customer. How ridiculous and unfortunate - and what a terrible business practice!
Finally, Hotwire has in no way addressed my claim of deceptive advertising. This roach motel was advertised on their website as a 2-star property, when clearly by any normal travel standard it is a one-star property. In fact, several websites refer explicitly to this property being the "worst hotel/motel in Pueblo". I therefore continue to demand a refund based both upon this false advertising and their guarantee of a "clean and safe" place to stay.
Final Business Response /* (4000, 12, 2015/11/11) */
November 10, 2015
[redacted]
[redacted] Court
[redacted] 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 a hotel reservation in Rodeway Inn Pueblo.
I regret you remain dissatisfied with your Hot Rate(r) hotel reservation. Your dissatisfaction stems from the 2 star rating we provided and the quality of the hotel you got. You are requesting a full refund, in the amount of $52.00.
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. The star rating of Rodeway Inn Pueblo was recently evaluated. We are confident that current 2.0-star rating of this property is an accurate reflection of its overall quality.
Please be assured, if we downgrade a property's star rating, we will compensate affected customers with upcoming reservations and those who have stayed at the property within the past 60 days. We do place great value on your feedback and will be sure to forward your comments to our hotel specialists for their next review.
In review of your account, I talked to [redacted], one of the front desk agents and validated the room was used and no complaints were brought to their attention during your stay at the hotel.
Per the Hotwire Terms of Use, all Hot Rate(r) bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. As such our decision remains unchanged, and we are unable to provide any compensation.
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
Final Consumer Response /* (4200, 14, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response is factually untrue. The room was not used, as was made clear in previous correspondence. Further, the front desk staff was talked to on the night in question by Hotwire call center staff, so they were most certainly aware of a "complaint".
So, clearly, either Hotwire or the hotel or both have an issue with misrepresentation of the facts in this situation.
I would request that Hotwire respond in a factually correct manner that is specific to this situation, rather than with a canned letter used for other situations which actually does not fit thus situation.

Complaint: [redacted]I am rejecting this response because:
Hotwire claimed that the hotel is in the highlighted area; however, Hotwire failed to provide me a physical map, indicating the exact location of [redacted] Hotel. Including a map with the hotel's exact physical location is essential in order to prove the location of the hotel. In addition, Hotwire failed to mention in their correspondence that they guarantee the hotel location as posted during my booking. I have attached 3 maps directly from Hotwire's website. Map 1 and Map 2 are the Hotwire Rate Hotel Map. Notice the area highlighted is to the north of Highway #E90. One map also says-"Your hotel's in the highlighted area, guaranteed."
Map 3 is from Hotwire's website and shows [redacted] Hotel's location. It is to the South of #E90. The hotel is on highway E951. Thus according to hotwire's maps which you can zoom, [redacted] Hotel is not in the highlighted area as shown in the Hot Rate Map. Sincerely,Vasiliki Ballios [redacted]

September 7, 2017
 
[redacted]
[redacted]
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Days Inn Lincoln, NH. I regret you remain dissatisfied with the handling of your situation. I understand you would like a credit of 30 $ as the promotion didn’t go through after retrying to make the reservation.
 
As an exception, Hotwire will honor your request. I applied 30 HotDollars in your account under[redacted]. One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels or any Hot Rate® cars in the future, valid for a year.
 
Please be advised in the future, a code must be successfully entered for it to be applied onto a reservation.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office