Hotwire

Initial Business Response /* (1000, 5, 2015/05/20) */
[redacted] 19, 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 concerning your booking with the Norfolk-Days Inn Military Circle. We understand that you were unhappy with your booking results, and that you have requested that Hotwire refund you in full for this reservation. We regret any concern or frustration this [redacted] have caused.
As our previous communication, the reservation was cancelled and refunded in full on [redacted] 15, 2015. In addition, 40 Hotwire HotDollars have been added to your account for future use. Each HotDollar is equal to one US dollar, and can be used toward any Hot Rate booking on the Hotwire site. Your HotDollars are available for use within one year of the issue date, in this case, until [redacted] 12, 2016. An email was sent to [redacted]@aol.com confirming the addition of the HotDollars to your account.
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

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, 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.

Will never conduct business with Hotwire again.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

May 10, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hotwire car...

reservation with Alamo. I understand you are dissatisfied with your booking because it was cancelled without your approval. As such, you requested a refund of the difference between the cancelled Hotwire booking and your alternate car booking.
 
I recognized that you were informed about being refunded, however, you are still waiting for that refund yet.
 
Upon review, there was a slight confusion from our end which delayed your refund. We sincerely apologized for the inconvenience this has caused you.
 
Let me assure you that we will honor your refund request in the amount of $205.49 back to your card. I have submitted a request to refund you with the help of our Finance team.
 
Your refund may take seven to ten business days from today and you may consider this e-mail as your confirmation. We greatly appreciate your patience.
 
Again, we thank you for bringing this to our attention and we hope to better serve your travel needs in the future.
 
Sincerely,
 
[redacted]
Customer Care 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, 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 5, 2016[redacted]In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]Dear [redacted],Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate(r) hotel reservation with [redacted]...

[redacted] / Chicago Area, IL. I understand you are dissatisfied with your booking as you received a smoking room despite filtering "Smoke-free rooms". As such, you are requesting a refund for your Hot Rate(r) hotel reservation, and the amount you paid to book for alternate property. Our customers can expect a non-smoking room if the hotel shows a "Smoke-free rooms" amenity in the details provided online. After reviewing your reservation, I confirmed that "Smoke-free rooms" amenity was not listed for this property. I also confirmed you booked your original reservation on December 4, 2016 for a non-smoking accommodation at [redacted] Plaza. However, it was booked for the wrong dates, which resulted to a call you made to our Customer Care Department. One of our Travel Specialists assisted you in rebooking at [redacted], which has most of the amenities included in your first reservation, with the exception of the smoke-free amenity, which we overlooked.Allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. Due to this, we are willing to refund your Hot Rate(r) hotel reservation in the amount of $61.04. In addition, please send us a copy of the receipt you paid for the alternate hotel for review. You may send it to customersupport[redacted] via attachment. After we complete our review, which takes 7-10 business days, we will notify you of the outcome via email. We cannot guarantee a specific resolution. 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 RelationsHotwire 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, 5, 2015/05/31) */
[redacted] 31, 2015
[redacted]
[redacted] Drive
[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 Detroit-Days Inn Metropolitan Airport. We understand that your original reservation with the Rodeway Inn Metro Airport Romulus, MI, was booked under the wrong name. When you called Hotwire to correct the issue, you were made to book a new reservation at a higher rate in order to be refunded for the original reservation. We regret any frustration or inconvenience this [redacted] have caused.
As per our conversation on [redacted] 28, 2015, 25 HotDollars were added to your account as compensation for the treatment you received. Together we were able to complete a new booking at a lower rate, with the reservation at your originally booked hotel, the Rodeway Inn Metro Airport Romulus, MI, and refund you in full $354.38 for the reservation with the Detroit-Days Inn Metropolitan Airport. We do hope you enjoy your travels, and your stay with the Rodeway Inn.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near future.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Complaint: [redacted]I am rejecting this response because: this is not addressing the issue. Hot rates is one part if the equation. The main part is that breakfast is not provided. Sincerely,[redacted]

August 10, 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 with Great Escape Inn.
 
We received your documents and after reviewing the information you submitted, we have determined that you are not eligible for a refund under the Low Price Guarantee, because the screenshot you provided only reflects the daily rate of the room during the winter season and it does not reflect the actual total amount of the reservation for 2 people for 4 nights including its taxes and fees.
 
If you have a screenshot that would reflect the information above, you may submit it to the same e-mail address provided previously. Please be advised, the computation should be based from the total amount of the reservation you found from another website.
 
Should you have further questions, you may reach us at 1 (415) [redacted]. We are open Monday to Sunday from 7:00 AM to 9:00 PM PST.
 
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, 7, 2016/01/17) */
January 17, 2016
[redacted] Crt Apt [redacted]
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your reservation with Hotel Cathedral. I understand your dissatisfaction stems from the condition of the hotel and star rating. As such, you are requesting a refund.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. At Hotwire, 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.
At Hotwire, regardless of a hotel's 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. As the reservation was already completed, please understand our options are very limited.
Based on the information above, I am unable to honor your refund request.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 9, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com , I contact your bureau because I couldn't resolve this matter directly with Hotwire.com . There is multiple email back and forward with same out come that Hotwire.com is standing behind their policy of final booking which I understand . My complaint is about the quality(3 star hotel) that their advertised and that I payed for . I payed them for 3 star hotel and they placed me in 2star." It's simple if I pay for BMW I expect BMW not Honda " They lie about star rating trying to convince me or Revdex.com that expedia star this hotel or even resent guest which is a lie . Now their response is that there isn't any international or national star rating which is another lie . (If there isn't any why they use the system on their website) And oso I did contact them right away and they never offer different hotel or room ,, all they said that his is final booking and there is nothing they can do .
Please Revdex.com help me in this matter , if you look in to evidence (attached photos)I provided you will see that Im in the right . I also provide you with Hotel Catedral phone number (XXXX) XXX-XXXX, if you would like to verifies their Star Rating
Regardless
[redacted]
Final Business Response /* (4000, 12, 2016/02/08) */
February 8, 2016
[redacted] Crt Apt [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 reservation with Hotel Catedral. I regret you remain dissatisfied with the handling of your situation. I understand you are dissatisfied with the star rating of the property.
As previously mentioned, 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. Since contact was not made during your stay and before you left the hotel, we were not provided an opportunity to rectify your situation at the time of your reservation.
While there is no standard for hotel rating systems, 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. Based on the review, we are confident the hotel is an accurate reflection of a 3.0 star rating property.
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 evaluations of this establishment.
Based on the information provided above, my decision has not swayed. I am unable to honor your request for a refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 14, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is total absurd !!! I don't understand how can you run business like this . You keep writing that Hotwire.com guarantee clean and comfortable room as a basics but the room you placed me in was absolutely disgusting , and I did contact hotwire.com via email on the first day but no one responde until next day . I had to pay for new room by that time because I couldn't sleep in that dirty hole hotwire.com reserve for me and my wife during our honeymoon!!!! And when hotwire.com responde nex

October 12, 2016
[redacted]
Detroit, MI 48235
 
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 Hot Rate® Hotel reservation with [redacted]. I regret you remain dissatisfied with our response.
 
As previously mentioned, customer should expect a clean room in working order, and if there is a quality concern with the hotel, we first want our partners to have an opportunity to rectify the issue on their end. In the event they are not able to resolve the matter, we then recommend contacting us for review.
 
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 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.
Please understand, since the contact was only made after the reservation dates our options are very limited.
 
Based on the above information, our decision has not swayed, I am unable to honor your refund request.
 
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/02/05) */
February 5, 2016
[redacted] S. [redacted] Way
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com regarding your Hot Rate(r) hotel reservation with Holiday Inn Express in Bridgeville, PA. I understand you were dissatisfied because your refund request initiated in January has not been processed yet.
Our Hot Rate(r) reservations are booked as non-refundable and non-changeable in order to obtain deeply discounted rates from our partners. Nevertheless, we do understand some events are beyond the customer's control and allow refunds under extenuating circumstances but we do require specific documentation.
In order to uphold our contracts with our partners and continue to service our customers with such low rates, it is necessary for us to require documentation in medical situations. We require a letter from a doctor stating you were unable to travel on the specific dates of the reservation. According to our records, you have sent the appropriate documentation on January 31, 2016.
After reviewing the documents you sent, we processed a refund in the amount of $71.50 on February 3, 2016. While we process our refunds within 1-2 business days, it is up to your financial institution's policies on when the credit will be posted to your account.
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, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the refund on my credit card. Thank you.

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.

Complaint: [redacted]I am rejecting this response because:
 I'm very happy that other people had a positive experience at the hotel. However, I contracted bedbugs after my stay at that hotel.  I will not be staying there again. Your refusal to issue me my money back is a scam. I'm telling you that I previously received bedbugs at this hotel and I'm telling you that I will not be staying there again and you  refused my request. I have not received your services and I do not want your services. I'm telling you I had previously had a bad experience at this hotel and I would like my money back and I'm not giving up until I receive my money back. I will not allow you to scam me and rip me off Sincerely,[redacted]

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

July 21, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], customer e-mail address [redacted]
 
Dear [redacted],
 
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a...

hotel reservation. As you indicated, you are dissatisfied because the hotel did not have your reservation and the customer service you received.
 
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information:
 
- First and last name of the Primary guest.
- Email address used to complete the reservation.
- 10-digit Hotwire Itinerary Number.
 
Once we receive this information, we will be more than happy to research further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]
I am rejecting this response because:The website is mislead me into believing I was able to cancel my reservation through the purchase of insurance.  As you can see in the attachment, what is advertised at the time of purchase is "cancellation protection".  There is no indication that there are limitations to reasons that a trip can be cancelled.  The only way a person would know this is to click the link to read terms/FAQ's, or read the policy which is sent from Alianz after purchase.  Based on the positioning of the product, there was no assumption that I would need to read terms to understand if my cancellation reason would qualify.  If I had know the only acceptable reasons to use the trip protection were to be sick, terminated, or to die, I never would have booked this trip through Hotwire.Hotwire is misleading consumers and offering a bait and switch product through the positioning of their travel protection insurance.
Sincerely,
[redacted]