Hotwire

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]

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]

Initial Business Response /* (1000, 5, 2015/11/16) */
November 16, 2015
[redacted]
[redacted] Drive
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com regarding your reservation with Hilliard Suites in Ohio. I understand you are dissatisfied with your recent hotel reservation, specifically with the sleeping arrangement. You are being provided with one bed and a pull out couch for two guests. As such you are requesting a full refund.
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) Hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete. Therefore, our product offerings [redacted] not always meet the needs of every traveler.
All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. Some properties [redacted] offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservation. Our partners will do their best to make your stay as comfortable as possible.
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 and for this reason are unable to refund Hot Rate(r) Hotels.
Based on the above information, the hotel provided you with a room able to accommodate the number of guests booked. Therefore, 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, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. First thing, I have never been to Ohio. The fact that in the first line they thank me for the opportunity to address my concerns with my reservation with Hillard Suites in Ohio tells me that they did not pay attention when reading my claim. This is how they have handled my case from Day one. There is no attention to detail or desire to help the customer. My reservation was in Ft. Lauderdale, Florida at The Atlantic. I specifically asked the person on the phone back in [redacted] if there were 2 BEDS, not 1 bed and a pull out couch. They said yes 2 BEDS. Did HOTWIRE pull the call or provide a transcript of the call? If so, they would see that their call rep told me there would be 2 beds and deceived me. I still want the full amount refund. Since the Revdex.com request a middle ground I would be willing to settle for $300.00 USD
Final Business Response /* (4000, 9, 2015/12/14) */
December 14, 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 and the Revdex.com regarding your hotel reservation with The Atlantic Resort & Spa in Florida. I regret you remain dissatisfied with your Hot Rate(r) hotel as you feel that the accommodation that was provided was not sufficient. As such, you are requesting for additional compensation.
As previously discussed, there are several places on Hotwire.com where we communicate our bedding policies. We address questions about bed type in our Help Center located at the top of every page in the right hand corner. Also, we relay our bed policies in our Hotwire Terms of Use. Prior to completing the booking, you selected a box stating you had read, understood and accepted those conditions.
We remain confident our business model is meeting the needs of our company's goals.
As such my decision remains unchanged, and I am unable to honor your request to provide you with any compensation.
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

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

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

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

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

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

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.

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.

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

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

[redacted] in Cap Cana, Dominican Republic. I understand you are dissatisfied with your hotel booking as you booked an all-inclusive hotel, however, the property informed you that the reservation does not include meals and drinks. As such, you are requesting to reimburse the fee you paid for all-inclusive accommodation.We take customer complaints and feedback seriously and we strive to provide our customers with the most up to date and accurate information as possible.At Hotwire we strive for clarity on the site. When Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishment. Customers can then choose the place they want to stay based on amenities and property type that best suit their needs. After further review, I confirm that the property type was categorized as "All-inclusive hotel" before you made the reservation. However, it was changed to a "Condo" upon confirmation. Please send us a copy of the receipt and bank statement showing the charges made by the hotel. You may send it to [email protected]. Please allow 7-10 business days upon receiving the documents to investigate. We will notify you once we complete the review process.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 RelationsHotwire Corporate Office

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

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

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]

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

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

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