Hotwire

Initial Business Response /* (1000, 5, 2015/08/08) */
August 8, 2015
[redacted]
[redacted] E. [redacted] Street
[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 Enterprise rent a car on [redacted] 22, 2015. We understand that you needed to cancel the Hot Rate car booking due to an emergency issue with your dog. As such you are seeking a full refund for this reservation. We regret any frustration this situation [redacted] have caused.
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. With this in mind we do draw the line in this type of case needing the person with the medical condition be related to you by blood or marriage.
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]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In reply to Hotwire's statement "medical condition be related to you by blood or marriage" I don't quite understand what they mean. In "my case" the complaintant is "me". I guess one could say I am related to myself. In any case I was the one which reported cancellation due to my medical emergency.
Also, when I made the initial reservation on the telephone I was never informed "at the time that" my reservation was non refund able.
Final Business Response /* (4000, 9, 2015/08/16) */
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking with Enterprise rent a car on [redacted] 22, 2015. We understand that you are requesting a refund for the reservation that was unused due to an emergency with your canine companion. We regret any frustration this situation [redacted] have caused.
After reviewing the booking details, It has been determined that this reservation was made online and not by one of our customer service representatives. On the final booking page before the booking will finalize and payment is taken you must agree to the terms of use which read:
This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees.
You can add drivers at the counter for a charge.
Rentals are held 24 hours. If the airline changes your flight and you can't pick up your car with 24 hours, you can cancel it once we verify the change.
The agency requires a credit/debit card in the driver's name for deposit. The amount varies and can't be used on your card until you return the car. To use debit, the agency requires proof of a round-trip travel ticket.
Pick-up/drop-off must be the same location.
Driver must be present and bring ID.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as made. Once a reservation is confirmed, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the above information we will not be offering a refund for this reservation. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope to have the opportunity to better serve your needs in the future. For any other issues we can assist you with, please feel free to contact us directly at 1-866-HOTWIRE (XXX-XXXX). Thank you for choosing Hotwire.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I MADE MY INITIAL RESERVATION BY "TELEPHONE''. There was no mention that my reservation was nonrefundable at the time. When I received via email my confirmation the next day, I informed Hotwire that I had a medical emergency and did not require their services because I could not go to the airport and pick up the car. They disregarded my request. Please proceed with my public complaint. Hotwire is stubborn, stingy and not considerate of emergency cases.

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, 6, 2015/06/17) */
June 17, 2015
[redacted]
[redacted] Avenue
[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 the Quality Inn & Suites Gretna for the night of [redacted] 29, 2015. We understand you were dissatisfied with this booking, which you state was booked without your permission, and you are seeking a refund due to the condition of the hotel. We regret any concern or inconvenience this [redacted] have caused.
Our records show that you first contacted Hotwire on [redacted] 14, 2015, stating that a teenaged friend had your credit card, and had booked this reservation without your permission. The agent assisted you in filing a fraud claim against the booking. During subsequent calls you advised us it was your son who had created the account and booked the reservation without your permission. The Risk Management department reviewed the case and determined that this was not an issue of fraud, and your account was then deactivated.
You next contacted us after your stay seeking a refund. You had decided to use the reservation as it was a planned trip, and you state that the carpet was damp, there were mildew marks on the walls, the drains were not working properly and the tub and sink were not clean.
Per our records, we have verified that this matter was not brought to our attention at the time of the reservation. We contacted the hotel, and were advised that there were no complaints registered by you with the front desk during your stay. Because contact was not made to us until after the reservation was used, please understand our options are limited. However, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations.
As the room was used and payment provided to the hotel, we are not able to honor your request for a refund.
We strive to exceed our customers' expectations, and we regret 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
Initial Consumer Rebuttal /* (3000, 8, 2015/06/22) */
Thank you for your assistance. Everything that was stated in this response from Hotwire is false. When I called to report the reservation was made without my permission, I stated it was made by teenager son. I work in customer service so I know all calls are recorded. The call can verify that info. On the call, I was advised a callback from the Fraud Department. I never received a call. I have several emails and call records supporting the multiple calls I made to Hotwire. I also contacted Quality Inn front desk which at the time they couldnt assist. Quality Inn corporation advised any type of remedy for this situation must be done by Hotwire since it was booked through this company. As I stated before, I chose not to stay at this hotel due to the conditions. Even if I chose physically stay there, the quality of the hotel was still poor and falsely misrepresented. A credit and cancellation should have been done when I called immediately after Hotwire was notified. At this point, I am willing to receive a partial refund or credit towards a room in a different hotel or Quality Inn within any state or I will need to pursue other routes for a public complaint or legal assistance.

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]

Complaint: [redacted]
I am rejecting this response because: As a customer, I don't have the obligation to response for Hotwire's failure in finding lower rate. As I mentioned I found much lower rate on the hotel own website and send screen shot to Hotwire customer service, they reject to refund. 
Sincerely,
[redacted]

July 20, 2017
 
[redacted]
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation...

with [redacted], FL. I understand you are dissatisfied as you indicated you booked a 3 star property but received a 2.5 star hotel.
 
Our records indicate you booked a Hot Rate® hotel. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.
 
Upon review, I looked into your reservation, I confirmed that you booked a 2.5 star property. As such, our commitment was to provide you a 2.5 star hotel.
 
At Hotwire, we strive for clarity on our Web site. We make sure to point out booking details such as reservation dates, location(s), and star rating along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details.
 
On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use.Based on the information above, I am unable to honor your request for a full refund. We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

Final Consumer Response /* (2000, 10, 2015/12/22) */
Hi,
I just saw I had a refund from Hotwire in my bank account, exactly the amount I asked for in my complaint. So you can consider this situation resolved.
Thank you very much for your support, I am certain I owe it to your...

service.
Best regards,
[redacted]

July 20, 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 reservation [redacted] Atlanta. I regret your LPG claim was denied.   Upon further review, I looked into your Low Price Guarantee claim, I verified that the denial of your claim was warranted.   Based on your screenshot, the rate your found was only accessible to IHG members. Please understand, we only consider claims if the lower rate found is available to everyone.   As such, our decision will remain unchanged. We are unable to honor your refund request.   We appreciate your business and regret your Hotwire experience was anything less than exceptional.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23, 2015
[redacted]
[redacted]
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear [redacted]:
Thank you for the opportunity to address your concerns, as sent through the...

Revdex.com, regarding your hotel reservation with the Apartamentos Camino Del Prado for September 15, 2015. We understand that you want a refund for this reservation due claims of false advertising. We regret any frustration this [redacted] have caused.
Allow us to clarify how the savings provided on our site was derived. Savings are based on the 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. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. 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.
If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds.
At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Based upon the previous information, 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
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com:
AS ALWAYS, HOTWIRE DODGED THE KEY ISSUE: FALSE ADVERTISING/FRAUDULENT SCHEME. Even so, its justification still cannot hold the water: 1) it attributed its higher price to its pricing mechanism (24-48 hour average) that [redacted] cause fluctuation. The fact is that other competitors (Expedia.ca, Hotels.com, Booking.com, Priceline.com) offer better prices with better terms (free cancellation and transparency). Can we conclude that this is not fluctuation, but a manipulated uptrend? 2) Hotwire claimed that its business model is the key to provide better prices. Ironically, this claim is self-contradictory to the fact that other companies provide much better prices and terms as mentioned above.
Hotwire is proud of its business model and confident that it "is meeting the needs of our company's goals" (NOTE: NOT SERVE CLIENTS!) As a business person and a graduate from a renowned business school, I would love to analyze business models. However, I cannot by all means figure out intrinsic links between its business model and price reductions. ALL HOTWIRE'S DESCRIPTIONS ARE THINGS IN A BLACK BOX. NOBODY KNOWS IF IT IS TRUE OR FALSE, BUT THE PART OUTSIDE OF THE BOX IS APPARENTLY A SCAM! Although I have already described the fraudulent scheme in my complaint, I would like to have a more detailed dissection of the business model of Hotwire:
Step 1: When searching hotels, clients will be prompted to enter destined city and dates. Then a blind bid page rather than search results will be displayed. Good businesses like Priceline.com give clients two options - search results and blind bid. In contrast, Hotwire only redirects to a blind bid page. Hotwire, DOESN'T THIS FUNNEL CUSTOMERS INTO YOUR PRE-SET TRAP ON PURPOSE?
The blind bid page displays many seductive choices, e.g., a 4-star hotel, which was priced at CAD $187, is available for CAD $74 - you get 64% discount (screenshot 1)! Hotwire, DO YOU HINT AT CLIENTS THAT THE HIDDEN HOTELS ARE HIGH PROFILE BY USING THE "NORMAL" AND "DISCOUNT" RATES?
Step 2: If hotel shoppers are unable to resist the seduction, they will click in and will see one page (screenshot 2) to further convince them: "hotels in our secret 4-star collection", along with the logos of some famous hotels such as Hilton, Sheraton, and Hyatt etc. Hotwire, YOU ARE TELLING CLIENTS THAT THE HIDDENS ARE THESE HIGH END HOTELS BY USING THESE WORDS AND LOGOS, IS THIS CORRECT?
Step 3: After being further misled, clients get to the booking page where the hotel is still classified as a 4-star. At this moment, almost nobody would think what final booking means since you are already strongly convinced that it is a 4-star hotel and you will secure a superb deal! ACTUALLY, THE FINAL BOOKING POLICY SERVES AS A DOUBLE SECURITY TO ENSURE NOBODY IS ABLE TO ESCAPE FROM THE TRAP. Hotwire, IS THIS CORRECT?
Step 4: Without any doubt, you go ahead to pay. After the transaction is completed, the details of the hotel are disclosed to you. In my particular case, the hotel (Apartamentos Camino del Prado, Olivar 25 Madrid Madrid XXXXX Spain) still looks wonderful (screenshot 3) on the booking-confirmed webpage. But doubts come from the question why a 4-star hotel does not have staff on-site. Quickly doing a Google search, I was shocked: the advertised 4-star is actually a cheap apartment in the old town (screenshot 4&5)! Hotwire, CAN YOU TELL US THAT THE GOOGLE IMAGES ARE WRONG?
PUTTING ALL TOGETHER, IT IS REASONALBE TO CONCLUDE THAT THE BUSINESS MODEL IS A DELICATELY FABRICATED FRAUDULENT SCHEME! HOTWIRE, DO NOT DODGE THE KEY ISSUES AND GIVE CLIENTS YOUR DIRECT EXPLANATIONS!
In a nutshell, Hotwire claimed that its business model leads to "discounted" prices while I think it is a delicately fabricated fraud scheme. There is no cross. However, I do believe what Abraham Lincoln said "You can fool all the people some of the time, and some of the people all the time, but you cannot fool all the people all the time". Therefore, I will bring it up to the public and let the public judge.
Best regards,
[redacted]
Final Business Response /* (4000, 9, 2015/08/05) */
August 5, 2015
[redacted]
[redacted]
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Apartamentos Camino del Prado on September 15, 2015 in Madrid, Spain. We understand that you would like to cancel your Hot Rate(r) hotel reservation for a full refund. We regret any frustration this situation [redacted] have caused.
Our Hot Rate(r) Hotels offer deep discounts to customers who have some flexibility when traveling. You will find these deals on the Hot Rate(r) Hotels tab during your search. These fantastic deals allow the customer to specify general location, star rating, amenities, and price. Customers will find out the name of the Hot Rate(r) Hotel, immediately after they book. Due to the highly discounted rate backed by our Low Price Guarantee, our agreement with our Hotel partners is Hot Rate(r) Hotel reservations will be used as booked and are non-cancellable, non-changeable and non-refundable.
There is also an opportunity to book a Hotel from our Hotels tab on the Hotwire search page. These hotels give the customer the opportunity to know everything about that hotel before you book it. Similar to what you will find on other travel sites, you [redacted] select a specific hotel and the name and address of the hotel before booking. When selecting a Hotel, you [redacted] choose a specific bed or room type to suit your needs. Many Hotels have a flexible cancelation policy and many are refundable in certain circumstances.
When you make a choice from the Hot Rate(r) hotels, we provide an example list of hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 4-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer [redacted] receive when completing their reservation.
For Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer books. These restrictions enable our partners to better manage their unsold rooms.
On the final page of the Hot Rate(r) hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
All bookings are final. No refunds, changes or transfers.
Your account will be billed for the full amount when you book.
After you book, the hotel's name and address will be revealed.
Hotels will require a credit card when you check in; debit cards [redacted] not be accepted.
You'll pay the hotel directly for additional charges, like room service or resort fees.
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed.
Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available.
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. Hotwire will not be offering a cancelation for this reservation.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com:
I am glad to continue the debate on the business model of Hotwire. I am sure the audience would be happy too as the procedure gets clearer. Thank you very much for providing this venue!
Hotwire explained that "the examples shown are not guaranteed as one of the hotels a customer [redacted] receive when completing their reservation". I was not naive to expect a hotel as shown in the examples. THE ADVERTISING READ "HOTELS IN OUR 4-STAR COLLECTION", BUT WHAT I GOT WAS A CHEAP APARTMENT IN A LOUSY AREA. IT IS NOT EVEN QUALIFIED FOR A 1-STAR RATING, MUCH LESS A 4-STAR ONE. ISN'T THIS AN EXAMPLE OF FALSE ADVERTISING? HOTWIRE, CAN YOU ADVERTISE COPPER AS GOLD? THIS IS THE CORE ISSUE BEING DEBATED. UNFORTUNATELY, HOTWIRE NEVER PROVIDED US A DIRECT RESPONSE TO THIS QUESTION. ONCE AGAIN, IT ONLY SHIFTED THE FOCUS TO SOMETHING ELSE!
Hotwire reiterated that its business model leads to discounted rates. I already commented on this in my previous analysis: other competitors (Expedia.ca, Hotels.com, Booking.com, Priceline.com) offer better prices with better terms (free cancellation and transparency). Anyone can test it out if interested.
In response to my questioning, Hotwire argued that its page has hotel search feature by stating that "Similar to what you will find on other travel sites, you [redacted] select a specific hotel and the name and address of the hotel before booking." Once again, Hotwire twisted the truth. Under its Hotels tab, customers are prompted to enter an address, zip, city, or airport. Once they put in these along with the travel dates, the webpage automatically redirects to the blind bid page. I failed to find the search feature Ms.[redacted] mentioned after about a 30 min struggle. At the time I wanted to give up, but then I finally found a link in a negligible place under the example hotel logos. However, it was not on the search page, but on the way to the trap. If you do not progress from the blind bid page, you are unable to get to this link. It is not a search tool, but a last chance to escape the scam! It is not helpful to customers, but simply a measure Hotwire uses to cover its [redacted]. I sincerely wonder if anyone is able to find this link without additional inside instruction and extensive exploration. Good businesses do it in a different way: e.g., Priceline.com shows clients their search results and "For Deeper Discounts Name your Own Price" before choosing either pricing. Hotwire states that these features are similar to their own. What the [redacted] is the logic of Hotwire! THIS IN RETURN PROVES THAT THE SCHEME ON HOTWIRE'S WEBPAGE IS A DELICATELY CRAFTED SCAM! ALL SCAMS SHARE ONE COMMON FEATURE: THEY WORK AGAINST COMMON SENSE! I THINK EVERYBODY SHOULD UNDERSTAND WHY HOTWIRE HAS THIS STRANGE DESIGN.
Finally, Hotwire emphasized its no-change, no-cancellation policy. If there was no false advertising, I would be completely fine with it. However, in combination with its false advertising, THIS POLICY ONLY SERVES AS AN EXTRA LOCKUP - WITHOUT IT, THE SCHEME WOULD FALL APART!
After so many distractions, I guess the audience is already tired and lost. All I can say is that one picture is worth a thousand words. Following this link (https://[redacted]#), it will be easier for the public to understand the operations on the Hotwire webpage and what I have experienced with the pictures posted. I also have shot a video and will put it on the Internet for interested people.
Best regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:
In your response, you first state that the crossed out savings are based on hotels in the "same neighborhood."  While still deceptive, this is consistent with what is posted on your website.  However, you go on to "clarify" that you "compile a list of the retail rates we found for all the 5 star hotels in the area you booked for your travel dates."  The "area," as used on your website, is a much broader geographic region than "neighborhood."  If the savings were based on five star hotels in the same neighborhood, then the median rate would have been under $200/night regardless of which sites you used to calculate the savings.  If the savings were based on hotels in the general area, which includes several 5 star hotels with rates in excess of $500/night, then the median rate might have been over $300/night.  It appears that you are advertising that you are basing the calculated savings on a narrow grouping while actually performing the calculations on a broader grouping.  The agent did issue a refund for the booking and I re-booked for the same hotel.  I am not dissatisfied with the hotel, only with the misrepresentation of savings.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/19) */
October 19, 2015
[redacted]
[redacted] Avenue
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I understand you are dissatisfied with your recent Retail flight...

booking. After booking, you called Hotwire Customer Care to request a change to your return date.
As you booked a Retail Fare, you are able to cancel the ticket and use the value toward a future Virgin Air Lines flight. This value can only be used by the original passenger ** the ticket. To use the ticket in the future, Virgin will assess a $200 change fee plus any applicable fare increase. Change fees and fare increases are paid directly to our airline partners. We are unable to complete an exchange without collecting these monies. To exchange this reservation, you [redacted] contact Hotwire Customer Care directly at 1-866-HOTWIRE (XXX-XXXX).
As per reviewing your account, one of our flight specialist left voice mail for us to process a re-booking. I suggest to please contact us directly at the phone number provided above. Please be ready with the new travel date, call back time and best number to call. As our flight specialist will call you back at the time specified as the best time to reach you.
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, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm pretty sure this person did not even read my claim. I am NOT requesting a "change to my return date." as he has stated. I am requesting my money that I was supposed to receive toward another flight from a pervious cancellation. Furthermore, I stated that I had spent over 4 hours on the phone with hotwire customer care, and Van gave me the same 1866 hotwire hotline number that has provided me no help in the past.
Final Business Response /* (4000, 9, 2015/11/10) */
November 10, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I regret you remain dissatisfied with the handling of your situation. I understand you are requesting for refund.
Hotwire services two types of flight reservations: Hotwire Hot Rates and Hotwire Retail Rates. After reviewing your account, I confirmed you booked one of our Retail Rates. Per Virgin America current rules and restrictions, Retail Rates [redacted] be voided within 24 hours of booking. The ticket is on refundable can be cancelled, or exchange. However terms of use apply that we cannot refund the money.
An airline credit will be held for the original passenger [redacted] for future travel with Virgin America. This credit must be used before December 1, 2015. When the credit will be used, the airline will charge a change fee of $200 per ticket, as well as any fare difference per ticket.
Based on the information above, I am unable to honor your request for a full refund.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, I was not asking for a full refund. I have been continually asking for a credit from a previously cancelled flight since September 15th. I have been offered the same repeated response that does not match the information I have provided, or actually provide me with the proposed credit. Where is my credit? It is not in my account. I have been trying to use the "credit" since September 15th. December 1st is approaching fast, and I have not received it to be able to use it towards a Virgin America flight as stated multiple times.

Initial Business Response /* (1000, 10, 2015/09/20) */
September 20, 2015
Revdex.com
San Francisco Bay and Northern Coastal California - Hotwire Vacations
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to...

contact Expedia, Inc. 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. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a refund request. We understand Mr. [redacted] is requesting a refund for a car rental.
Our records indicate on August 27, 2015 the customer reserved a compact car through Thrifty Car Rentals to be picked up in Orlando, Florida on August 28, 2015 and returned on September 1, 2015. Mr. [redacted] called in to upgrade to a larger vehicle and a Hotwire agent upgraded the vehicle to a midsize SUV, however the customer was in need of a full sized SUV to hold seven passengers. He is requesting a refund of the additional fees charged by Thrifty Rentals charged for providing the full sized SUV.
Our records further reflect that this matter was resolved on September 1, 2015 when Hotwire processed a refund in the amount of $170.80 back to the customer's original form of payment. The amount of time it takes for the credit to be available in his account depend upon how quickly his bank processes refunds.
It is never Hotwire's intention to inconvenience our customers and we apologize for the inconvenience this matter caused.
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 Business Response /* (1000, 5, 2015/10/27) */
October 27, 2015
[redacted]
PO Box 3
[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 hotel reservation in Hotel Pigeon Forge. I understand you are dissatisfied with your recent hotel reservation, specifically with the hotel's location. You are claiming that the location of the hotel was too far from your desired location, hence you are requesting for a full refund.
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot-Rate
Hotels. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings [redacted] not always meet the needs of every traveller.
Because exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking path. That map defines the area in which the hotel can be located. In your case, the area selected was "Heraklion, Greece". I assure you the Arolithos Traditional Cretan Village is located within the green shaded map defining that area.
The distances mentioned on our Web site are derived based on straight-line measurement. While the straight-line distance for "shortest time" is within 6.6 miles from the "city center", the driving distance from point A to point B [redacted] be farther away. Please note the "city center" is indicated on the map linked from the search results page with a red pin. The distances displayed on our site during the booking process were calculated from this red pin.
We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and are therefore unable to refund Hot Rate reservations.
Based on the above information, I am unable to
honor your request for a full refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is unreasonable to expect a customer to understand a map to a place he or she has never been. On top of that, the hotel is at the very edge of a green area Hotwire labels as Heraklion.
This is a matter of trust. When a customer looks to book a hot-rate hotel, the customer expects hotwire to provide something reasonably in the requested location. I was unable to stay at this hotel because it was too far away. There were no buses, and I was unable to rent a car. Even the hotel website does not advertise itself as being within Heraklion. You are deliberately misleading people, offering them "reduced rates" that are no bargain at all because they are so far outside of the desired location. A foreign traveler who has never been to a location, cannot reasonably be expected to study your map before when you pull your scam of enticing them with your 'hot rate".
Final Business Response /* (4000, 9, 2015/11/16) */
November 16, 2015
[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 regarding your reservation at the Arolithos Traditional Cretan Village. I regret you remain dissatisfied with your Hot Rate(r) Hotel reservation, as you do not feel we provided adequate information pertaining to our mapped area prior to booking. As such, you are again requesting a full refund.
We strive for clarity during the booking process. To ensure this we provide a link to a map relaying the various areas we service based on the location the customer searched. Upon selecting a Hot Rate(r) Hotel property, we provide a map on the hotel details page specific to the area selected. In addition, information regarding location is accessible in our Help Center. A link to our Help Center is located on the top of every page on our site. In our Help Center under "searching and booking" we address such questions as " Why can't I see the name of the hotel or the street address until after I book?", " How can I find a hotel in the neighborhood where I want to stay?" and " How do I use the interactive map to help me find hotels?" Finally, In the event a customer has any inquiries prior to booking it is recommended to 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 such, we remain confident we provided a sufficient amount of avenues of obtaining information regarding location and our map functionality prior to booking.
On the final page of the Hot Rate(r) Hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
All bookings are final. No refunds, changes or transfers. Your account will be billed for the full amount when you book. After you book, the hotel's name and address will be revealed. Hotels will require a credit card when you check in; debit cards [redacted] not be accepted. You'll pay the hotel directly for additional charges, like room service or resort fees. Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed. Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available.
Based on the information above, my decision has not swayed. I am unable to honor your request for a refund. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this resolution of "you did not read the fine print." You write "We strive for clarity during the booking process.," then your hot-rate should state "your hotel [redacted] be up to 12 km from your desired location and there will be not public transport there." It again, for an international destination where one has never been, it is unreasonable to expect a traveler to study the distances on your map. This hotel is on the very edge, as far possible as can be from Heraklion. Its own website and address are not Heraklion. You marketed it and sold it as a hotel in Heraklion. That is deliberately misleading, whatever the fine print [redacted] say.
Incidentally, complaints to this effect are legion online:
http://www.consumeraffairs.com/travel/hotwirecom.html
https://www.trustpilot.com/review/www.hotwire.com
Its not just about $60.31 (not a huge amount by international travel standards), but a matter of principle. Your practices are not done in good faith and in a matter of trust.

July 22, 2017
 
[redacted] M [redacted]
 
In response to Revdex.com Complaint ID 1[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 [redacted] Hotel Detroit / Dearbor. I regret you remain dissatisfied with the previous information we provided.
 
As previously mentioned, the hotel you received is located within the green shaded map defining that area. In addition, the hotel you received is actually right at the city border of Detroit and Dearborn as you notice, your hotel name is [redacted] Hotel Detroit/Dearborn.
 
The rebook option you were given was an exception provided by one of our travel specialist despite our non-changeable and non-cancellable policy. Please be advised that the option provided is not to obtain addition money from our customer but to be more understanding to our customers’ request. Please understand, that the rates are most likely higher as the rates are subject to change.
 
At this time, we remain confident our business model is meeting the needs of our company’s goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
 
Based on the information provided above, I am unable to honor your refund request.
 
We appreciate your business and regret Hotwire experience was less than exceptional
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Revdex.com Case Number [redacted], Hotwire Itinerary Number [redacted]
Dear [redacted]
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your car reservation with Advantage for travel dates 08-Oct-17 at 10:00 AM to 12-Oct-17 at 2:30 PM at ELP airport.
I understand...

you were charged for the amount of $58.01 on top of what you paid through Hotwire and you are asking for a refund.
I called the car rental company and talk to Edwin from their Customer Service department and verified that they charged you for the said amount because you returned the car an hour late.
Based on the information provided above, I am unable to honor your request to refund the said amount.
In addition to this, Advantage Rent a Car provided you a receipt that we paid them for the amount of $233.99.
The car agency may have shown you the rate they intended to charge us. Please be assured these base rates are specially negotiated for Hotwire, and are generally lower than the available rates presented to car customers booking directly. These rates are also not available for customers to book. Our Hot Rate® Cars are non-commissionable, meaning car agencies do not pay us for bookings.
We ask our car rental partners to not disclose the Hotwire rate on their receipts, as it leads to confusion. We addressed this with the car rental directly, to prevent this situation from occurring in the future.
We sincerely apologize for the confusion and we would like to make it up to you by providing you the difference of the rates in HotDollars. We will provide $58.01 HotDollars credit to your account.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate OfficeTell us why here...

Initial Business Response /* (1000, 9, 2015/11/10) */
October 26, 2015
[redacted]
XXXXX [redacted] Road Unit XX XXXXX
[redacted]
Dear [redacted],
In response to Revdex.com case number XXXXXXXX,Hotwire Itinerary XXXXXXXXXX.
I am writing in response to your inquiry to Hotwire and the...

Revdex.com regarding your hotel reservation with the InterContinental Los Angeles in Los Angeles, California. I understand you are dissatisfied with your recent hotel reservation, specifically with the 5.0 star rating of the property. You feel the star rating is incorrect and that you were misled on the amount of savings you would receive.
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.
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).
Allow me to further clarify how the savings provided on our site was derived. Savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighbourhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize for any confusion and the inconvenience this has caused you, this was not our intention.
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 the InterContinental Los Angeles was most recently evaluated on August 13,2015. We are confident the current 5.0-star rating of this property is an accurate reflection of its overall quality.
We called the hotel before we wrote this letter and they confirmed that you were able to use the hotel reservation and there were no complaints.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on the information provided above, I am unable to honor your request to refund your reservation.
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, 11, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted] of Hotwire Customer Care Relations,
I have received your response to my complaint with the Revdex.com you provide 3 reasons why you believe that you should not be required to refund the amounts of my stay:
(1) You claim that the hotel star ratings used by Hotwire are not deceptive because individual star ratings [redacted] vary by source.
I do not accept this as a valid reason. UDAAP requires that marketing practices not be unfair and deceptive. It is a reasonable position for a consumer to look at the star ratings on your website and to believe them to be the same as the star rating provided by the hotel. Intercontinental rates itself as a 4 star hotel.
If Hotwire is going to change the ratings that the hotel advertises, then Hotwire should make it clear and conspicuous that it is changing the rating. A disclosure should be placed in close proximity to the rating assigned by Hotwire not buried in terms and conditions. This is especially the case because this is a key piece of information that a consumer makes when determining whether to purchase a hotel room from Hotwire.
(2) You claim that since I stayed in the room and did not complain to the hotel, that you should not be required to refund the amounts I paid.
As I stated in my complaint, after spending a very long time on the phone with Hotwire's customer support and being told that I would not receive a refund, I believed that I would rather receive some value than no value. Additionally, I did have a conversation with this with the man at the front desk when I checked in. He informed me that he has heard this complaint before from other Hotwire customers and that I needed to work it out directly with Hotwire.
Since Revdex.com has asked that I provide a middle ground offer to resolve this dispute, I request that Hotwire refund $137 back to my payment card to reimburse me for the benefit of the bargain that I did not receive. Additionally, I would be willing to accept $200 in a credit to use on Hotwire. I prefer not to use Hotwire again, but I will do so in order to receive compensation for my experience where I did not receive what I understood to have purchased.
All that said, I do hope that Hotwire includes disclosures on its website in order to prevent other consumers from being mislead and then disappointed.
Thank you

Final Business Response /* (4000, 13, 2015/11/24) */
November 23, 2015
[redacted]
XXXXX [redacted] XXXXX
Dear [redacted],
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with InterContinental Los Angeles. I regret you remain dissatisfied with your Hot Rate(r) Hotel. As per the additional correspondence, you are not satisfied how we addressed the star rating, as such you request 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.
For further review, I contacted the hotel and spoke to [redacted] and she confirmed that the reservation was used. Based on the information provided above, my decision has not swayed. I am unable to honor your request for a refund.
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 Business Response /* (1000, 5, 2015/09/17) */
September 17, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com case #XXXXXXXX
Itinerary # N/A
Dear [redacted]:
Thank you for the opportunity to address your concerns sent through...

the Revdex.com, regarding your recent hotel booking with Hotwire. As stated in your complaint, you were offered to have your funds transferred from one car agency to another but it was not honored, and were unaware a deposit would be required. We regret any frustration this has caused.
With the information you have provided we were unable to locate an account with any recent bookings. If you would like us to look in to this further please provide us with one or all of the following:
Itinerary number (preferred)
Email address used for the account
Phone number used for the account
You [redacted] also call us anytime at our 24 hour customer care at 866-HOTWIRE (XXX-XXXX) to have this researched. We appreciate your business and look forward to assisting with your future travels.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

April 25, 2016
[redacted]
[redacted]
[redacted]
 
In response to Revdex.com Complaint Number [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 Holiday Inn Express [redacted] – Vauxhall Nine Elms. I regret you remain dissatisfied with our response. As such, you are requesting 2/3 credit of the hotel fee valid for 6 months
Upon selecting a Hot Rate® option, we provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Rating Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed.
As previously mentioned, we align our rating with our parent company, Expedia. As 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.
Regarding the condition of the room or the property, customers 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
At this time, we remain confident our business model is meeting the needs of our company’s goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Based on the information above, our decision has not swayed. We are unable to honor your credit request.
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, 2015/09/03) */
September 3, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding...

an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint for Mr. [redacted] (Revdex.com case number XXXXXXXX) regarding a package reservation.
Our records indicate that on July 20, 2015, the customer booked a package reservation with the assistance of a Hotwire representative, itinerary XXXXXXXXXXX. The package included flights, hotel accommodations and travel insurance for two travelers. On July 22, 2015, Mr. [redacted] contacted Hotwire and cancelled his package. Mr. [redacted] states that he received refund receipts from Hotwire, but did not receive some of the refund amounts in his account.
We have verified that on July 22, 2015, Hotwire issued the following refunds:
$648.60 - refunded back to the original form of payment used at the time of booking - Discover card, Exp. Oct 2016
$273.90 - refunded back to the original form of payment used at the time of booking - VISA card, Exp. Mar 2018
$1802.52 - refunded back to the original form of payment used at the time of booking - VISA card, Exp. Mar 2018
Total refund amount: $2725.02
Total amount of reservation: $3243.02
Amounts not refunded:
$200.00 per person airline imposed cancellation penalty fee
$59.00 per person travel insurance
The times it takes a refund to post to Mr. [redacted]' account depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
We regret Mr. [redacted]' 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, 2015/07/30) */
July 30, 2015
[redacted]
[redacted] S [redacted] St. [redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your bookings with the Wyndham Indianapolis West and the Hyatt Place Indianapolis Airport . We understand that you are seeking to cancel one reservation for a refund. We regret any inconvenience this situation [redacted] have caused.
Having doing some research, we found that you did have two different hotel bookings for the different dates.
Hotwire Itinerary #XXXXXXXXXX under email : [redacted]@gmail.com for Indianapolis on 7/20-21 in the amount of $78.51
Hotwire Itinerary # XXXXXXXXXX under email: [redacted]@yahoo.com for
Indianapolis on 7/27-28 in the amount of $79.20
We found that the bookings were made on two different accounts, which is why we didn't initially find the second booking. When you reached out to Hotwire you asked to change the dates of your reservation, due to a change in your husband's work schedule. Our supervisor explained that the Hot Rate(r) Hotel you had chosen was non-cancellable and non-refundable. After contacting Hotwire a second booking was made for the Hyatt Place Indianapolis Airport, for different dates. This is also a Hot Rate(r) hotel, with the same Terms of Use.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and typically unable to cancel, make changes or issue refunds.
In this case we will not be honoring your request for the refund, due to the bookings having been made on different accounts for different dates.
If you have any further questions, please feel free to contact us at 1 800-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 9, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because their reasons are not valid but its OK I spoke to someone and I got my money back from someone within your company. I get better rates elsewhere and they are insurened