Hotwire

Initial Business Response /* (1000, 5, 2015/12/28) */
December 28, 2015
[redacted]
[redacted] Court
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Itinerary number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau regarding your HotRate(r) Car reservation. I understand that you are dissatisfied with you recent car booking as a wrong information was given to you by our Travel Specialist. As such, you are requesting a full refund.
Upon reviewing your account, I learned that you booked a car reservation with one of our Travel Specialists on December 7, 2015 for pick-up on December 21, 2015 at 1:00 PM and drop-off on December 27, 2015 at 3:30 PM. Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. Upon reviewing the call, I confirmed that you requested for a ski rack and was informed by our Travel Specialist that you can make a request directly with the car rental agency and provided an approximate fee but did not guarantee a specific rate.
We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate(r) reservations.
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
Based on the information above, I am unable to honor your request for refund.
We appreciate your business and regret your Hotwire car experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

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

Initial Business Response /* (1000, 5, 2015/12/13) */
December 13, 2015
[redacted] St.
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email [redacted]@yahoo.com
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your hotel reservation. I understand your dissatisfaction stems from the Hot Rate(r) Hotel reservation as upon arrival to the hotel they were not able to locate your booking. As such, you are requesting for a full refund.
I attempted to locate the information referenced in your first and last name and email. I was able to pull up an account, however, I was not able to confirm the reservation you are referring to as there was no booking under it. Please reply associated with the account (this would have been provided at the time of booking), as well as two of the following identification pieces for security verification:
- Hotwire itinerary number
- First and last name of the primary guest
- First and last name of the account holder
- Phone number associated with the account
- Reservation number
- Zip code associated with the account
Once we receive this information, we will be able to search further and provide you with a response to your inquiry.
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, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Itin #XXXXXXXXXXXXX
Guest [redacted]
Accoubt holder [redacted]
Phone XXXXXXXXXX
Confirmation# XXXXX
Zip XXXXX
Final Business Response /* (4000, 10, 2016/01/12) */
January 12, 2016
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 to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on August 21, 2015 Mr. [redacted] booked a two-night stay at the Captain's Inns and Suites from August 23, 2015, through August 25, 2015.
We understand from Mr. [redacted]'s complaint that he is seeking a refund for this booking. Mr. [redacted] stated that he arrived at the property and was informed that there was no reservation on file for him so he gave them his used his credit card to book directly with the Captain's Inn.
According to Mr. [redacted], he contacted Hotwire and his credit card company for assistance but, was able to obtain a refund.
According to our records, Mr. [redacted] contacted our office on September 1, 2015, requesting a refund. Our office reached out to the Captain's Inn on his behalf. We were advised that there was only one reservation on file and that it was booked through Hotwire. As a result we were unable to secure a refund. Hotwire is still unable to offer a refund under the circumstances.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Final Consumer Response /* (4200, 12, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACCEPT their proposed resolution because I was still double charged. I have my credit card statement to prove it. Of course there was only one reservation because I only made one,through hotwire,however when I arrived it was not in their system and I had to book anither room without a reservation, hence the complaint. Just because of a computer glitch or whatever caused the problem I should not have my honesty questioned regarding this matter. I have used hotwire many times before without issue. However,this time I paid for a service that was not provided an I would like my money back. I have tried providing documents to hotwire however they tell me that I have the wrong itinerary number, no wonder the reservation was screwed up if they say it should be 10 and I have a 12 digit one. If they need any other proof such as a copy of my cc statement I would be happy to give it to them but again I don't like my integrity being questioned.

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

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, 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

Re: Case Number [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation at Hilton Austin for travel dates 18-Mar-18 to 19-Mar-18.
I totally understand that you are not satisfied with the resolution we presented and you are asking for at least half of what you spent for this reservation.
As previously mentioned, we remain confident our current business model is meeting the needs of our company’s goals. The fact your reservation was fully used, I feel 60 HotDollars is appropriate compensation for the situation you had at the hotel. While I understand this may not be the resolution you were looking for, this is my final decision and reply. I am unable to consider your situation for any additional compensation.
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

Complaint: [redacted]I am rejecting this response because: I understand the median savings. And if my savings would have been closer to this, I would understand. However, my savings on this particular room was no where near the median. The median saved price was 41% (as stated on the Hot Rate price). I was charged a total of $525 for a room that would have cost me $550 to book outright. This is a savings $25 for four nights,  or $6.25 per night, or 5%, which is no where near the median savings of 41%. Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/09/15) */
September 15, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire...

regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation. We understand the customer is requesting assistance with a passenger [redacted] correction. On September 15, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on July 25, 2015, the customer booked a package reservation, itinerary number XXXXXXXXXXX, with a Hotwire representative. Travel was for Toronto, Canada to London, England departing on September 19, 2015, and returning on October 2, 2015, on Air Transat. We can confirm the customer contacted us on August 5, 2015, advising both passengers' last names were spelled incorrectly.
This complaint has been resolved. We have verified on August 13, 2015, the customer's names were corrected and tickets were reissued under the passenger's correct names, [redacted] and [redacted]. An email was sent to the customer on August 25, 2015, providing the updated Air Transat confirmation code of[redacted].
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

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]

November 22, 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 The Westin Charlotte. I regret you remain dissatisfied with the handling of your situation.
 
Please understand, we are unable to validate your documentation as it doesn’t show that it was the actual screen before you confirmed the reservation.
 
However, as a courtesy, I processed a refund of $15 back to your account. Refunds may take seven to fourteen business days and it’s up to your financial institution as to when the funds will be available for use. Additionally, please note that the 15 Hot Dollars that was applied to your account has been removed.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

March 29, 2014
[redacted]
 
Re: [redacted]
 
Dear [redacted],
 
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel...

reservation in Fort Lauderdale, Florida.
 
I understand you are dissatisfied with your recent Hot Rate hotel booking. Specifically, your dissatisfaction stems from the amount of deposit and the way the Red Carpet Inn - Fort Lauderdale charged the amount of $250.00 instead of the usual hold of funds only. You claimed you complaint to the hotel manager and was advised to call Hotwire directly. As such, you are requesting for a refund.
At Hotwire, we strive for clarity on the site. To ensure this, information regarding deposit requirements is provided along the booking path and in our Help Center. A link to our Help Center is located on the top of every page on our site. It will give you an insight that the property will be asking for a deposit upon check-in, and since it’s a blind booking we will only know the name of the hotel after we book it, for that we are unable to know how much the deposit amount is specifically. The description provided on our website is generalized and is not specific to the hotel itself. I apologize for any misunderstanding and confusion regarding our policy. Because we service our partner’s unsold rooms, deposit amount is determined by the hotels itself.
Our rules and restrictions are part of the Hotwire Terms of Use you agreed to. All Hot Rate bookings are final, non-refundable, non-changeable, non-cancelable and non-transferable. Prior to completing your booking, you selected a box stating you read, understood and accepted the Terms of use. We secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, all reservations are booked as non-changeable and are typically non-refundable. 
Based on the information above, I am unable to process a refund.
 
With that, we also wanted to confirm that we have addressed this matter with you via phone call on March 28, 2018. Our position on the matter has not changed, and this will be the final communication on the matter.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Sincerely,
[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:Sincerely,[redacted]
They could have reviewed my case and talked to me. They would have realized that my account is not fraudulent and I am a costumer who has used this website for many a year. If this is how good costumers are treated then your company should revisits how they conduct business with regards to fraudulent activity. I have left multiple messages to this department and I have yet to receive a call to discuss this situation. I get an email that apologizes for this experience just to have the department who is at the center of this issue ignore me? That is not what I think your company should represent, but I guess I am just a upstanding costumer and do not deserve that treatment. I pray Hotwire treats other costumers better in the future.

November 4, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted]
 
Dear Mr. [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your booking...

experience with Hotwire. I understand you are dissatisfied as you indicated that there was a discrepancy on the advertised TripAdvisor rating of the hotel 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

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

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]

March 4, 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 Hot Rate® hotel reservation with Hawthorn Suites Charlotte Executive Park. I regret you remain dissatisfied with the previous information we provided.   Please understand, purchasing Trip Protection on our website is optional.   As you already mentioned, you can access more information about the insurance provided through the link provided prior completing the reservation. If a customer agreed to purchase the insurance, that means they agreed to the Terms and Conditions of the insurance provider, Allianz Global Assistance.   At this time, our decision to not refund your reservation remains final.   We do place great value on your feedback and will forward your comments for possible future improvements to the Web site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.   We appreciate your business and regret your Hotwire experience was anything less than exceptional.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

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

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]