Hotwire

Initial Business Response /* (1000, 5, 2015/07/30) */
July 30, 2015
[redacted]
[redacted] S [redacted] St. [redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

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

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14, 2015
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with the Mardi Gras Hotel & Casino in Las Vegas, NV. We understand that you were unhappy with your stay, as you did not feel the hotel merited the 3-star rating. You state that there were people seeking money or drugs near the hotel, the hair dryer was broken, and the linens were old and stained, and you were also dissatisfied with the level of service received when you called Hotwire. As such you are seeking a full refund, plus reimbursement of the resort fees charged by the hotel, and compensation of $130.00, as you paid a higher rate at another hotel you booked for the remaining two nights of your stay.
We regret any discomfort or inconvenience this situation [redacted] have caused, and appreciate you took the time to express your concerns. We also 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.
With regard to the star-rating; as there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, the Mardi Gras Hotel & Casino is listed as a 3-star property with Hotwire. We have checked other well-known travel sites, and found the 3-star rating for this hotel to be fair. The Mardi Gras Hotel & Casino is also listed as a 3-star property by TripAdvisor, Hotels.com, Expedia, Booking.com, Orbitz, Kayak and Trivago. At this time, we remain confident our star-rating system is meeting the needs of our customer's goals.
Our records show that a refund to your account was processed in the amount of $110.53, equal to two nights stay, on September 5, 2015. We are not able to refund the remaining amount, as the room was used for two nights, and the hotel authorized the refund for two nights only.
As it was your decision to leave this reservation and book elsewhere at a higher amount, we are not able to compensate you for any difference in rates
To address the resort fees, we give our hotel partners the opportunity to provide estimated resort fee amounts, but this is not required information, as it [redacted] disclose the exact property. If knowing all fees associated with the hotel is important in your travels, Hotwire also offers standard rate hotels. With these you are able to book with the knowledge of the exact hotel, room type, and any fee requirements the hotel [redacted] have. Hotwire strives for clarity during the booking process, and to ensure this we provide the following information in our Terms of Use "You'll pay the hotel directly for additional charges, like room service or resort fees." This is something that you must agree to before a booking can be completed.
In conclusion, we are not able to honor your request for a full refund, reimbursement of the resort fees, and compensation for the difference in rates. We appreciate your business and hope to assist 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
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
Thank you for responding. Unfortunately, I feel your refusal to refund any of the money is in bad taste and horrible customer service. First, let me speak to the star rating. The mere fact that there is a conflict between what your end user staff and your supervisor staff state is the criteria for the star rating, makes your company look incompetent. In this case, if what you say is true, your end user staff has more knowledge of your company then your supervisors. A simple I am sorry you had a bad experience with our staff is poor customer service to say the least. It was a complete circus show from the first phone call to the last. Everyone was rude and having your customer wait on hold for upwards of an hour and hanging up is absolute ridiculousness. Again, I spent at LEAST 3 hours on the phone on hold or dealing with your rude call center. In fact, I am still waiting for the manager phone call that was promised to me on that very same day.
Second, the fact that you say "I chose to stay the first two nights" is semi correct. I am a single mother travelling with two children. We had travelled 8 hours by car and were exhausted when we reached the hotel. I was unaware that I could call Hotwire at midnight first of all and second, judging by the lack of custmer service I received the next morning, honestly, what would they have done for me? I would have been on the street at midnight in Las Vegas with nowhere to sleep. So, I chose to sleep there because I have a responsibility to my children. Was I worried about the hookers and riff raff in the parking lot, yes. Did I sleep lightly with pepper spray next to me, yes. I CHOSE to leave the next morning but because the hotel's computers were down and your staff refused to call me back instead of me sitting in the hotel room on hold for another half and hour, the hotel wouldn't release me because they charge you a night for early cancellation. Now, my card had been charged the full amount a pending hold was on the account for incidentals and a refund for the remaining two nights wouldn't be processed for 2-3 days. Having enough money to find another hotel was an issue. So I had to stay there because the process made it difficult to leave. Keep in mind that had this motel been what was represented as equivalent to a Hilton, Holiday Inn or Crown, then all of this would have been avoided. As it was I had to call around to several hotels and scour the internet sites to find something under $200.00 for a holiday weekend. Again, wasting more of my time and time with my family as we were there for a wedding, which would have all been avoided had I gotten what was represented as a 3 star hotel.
Thirdly, the fact that your company doesn't even offer to try and make it right says a lot about how important your customers are to you. The lack of free breakfast (which was offered on your site) and the hidden resort fees are just sneaky. At the very least, I would think your company would refund the fees and the two nights stay. Compensating me for the $130.00 would have been excellent customer service even if it was in the form of a voucher to redeem yourselves.
I do hope that you rethink your decision and realize the circumstances in which people travel. Not everyone has oodles of extra money to hold on credit cards and I value the money I spend. I expect to get what I pay for.
Thank you for your time.
[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

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 31, 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 hotel at [redacted] Plus Fort Lauderdale [redacted]. I understand you were unable to utilize your reservation as the hotel did not have non-smoking rooms available upon your arrival. As such, you are requesting a refund. On Hotwire, there are two types of hotel reservations: Hotwire Hot Rate(r) and "Hotel". For hotel, details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rate(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee. Our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundable. These restrictions enable our partners to better manage their unsold rooms. After reviewing your reservation, I confirmed you booked a Hot Rate(r).Allow me to clarify our policies regarding smoking and non-smoking rooms. In order to ensure a customer is guaranteed a non-smoking room, we recommend booking a hotel listing non-smoking as an amenity. If a property lists this amenity, it means the entire establishment is non-smoking. If the amenity is not listed upon booking, the determination on whether a customer is able to obtain a non-smoking or smoking room is based on the hotel's availability. Depending on how the hotel receives the reservation, the determination could be established from room type availability upon booking or upon arrival to the hotel.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.[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/26) */
November 26, 2015
[redacted]
XXXXX [redacted] Street Apt [redacted]
[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 Sheraton - Columbia Downtown Hotel in South Carolina. I understand that you were unable to utilize your booking because you were not completely mindful that the reservation was booked incorrectly. As such, you are requesting a full refund.
We provide our customers with a final recapitulation of all the information associated with the reservation for our customers to have the ease on finalizing the booking being that there are very limited options with regards to making adjustments on all HotRate(r) bookings.
After reviewing your account, I confirmed that you contacted us on November 7, 2015. Because the date of contact was already past the check-in date and our hotel partner was not made aware of the predicament, as per hotel policy the reservation was cancelled and it was charged full. We might have been able to make arrangements if you would have contacted customer care before your check-in date. Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on that information, I am unable to honor your request for refund.
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, 9, 2015/09/23) */
September 23, 2015
[redacted]
[redacted]
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address you concerns, as sent through...

the Revdex.com, regarding your car reservation with Hertz for pick up November 10, 2015. We understand that you are requesting a refund for the difference from being charged in USD and the charge in CAD. We regret any frustration that [redacted] have caused, and appreciate the time you took to express your concerns.
Hotwire is a United States based company; as such our default currency is USD. To address this for those outside the US, we offer an option to change the currency type. Your reservation was booked with an agent over the phone, and though you requested we charge you in CAD, you were charged in USD.
Upon further review, we do see that you were contacted September 21, 2015 and were provided a full refund of $281.92. A refund typically takes 1-2 business days to get back to your financial institution. After that it is up to your financial institution as to when the funds will be available.
Based upon the above information, we have processed your request for a full refund. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 11, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response however and I did receive the refund of the above mentioned amount however yet again it was not a full refund to me as the exchange on the day it was returned has left me short by $19.76. I was charged 383.04 Canadian and refunded $363.28. I find it truly disappointing that after all I have been through you did not even address your agents error, or the stress it has caused me. Explaining what is offered on your website to convert has zero relevance to me as I booked on the phone and specifically asked for the transaction to be conducted in Canadian dollars. And was advised it was. Additionally it took me close to 10 hours of back and fourth phone calls to get to this point. So there is NO need to be looking forward to my business in future or that of anyone I know. And in the end after all of this I received a pre written template letter with zero personalization and Zero genuine empathy from the company and no attention given to the fact that yet again I am at a loss for this attempt to utilize your services in purely good faith. I would like to request yet again a refund of the $19.76 Canadian that is outstanding to me as that is what constitutes a full refund!! And an admittance of the mistake (yes Hotwire makes them!!) with an apology would be a kind gesture rather than excuses. I no longer wish for a voucher of any sort as I guarantee I will not use it, that opportunity left with the letter that came above.
Kind Regards,
[redacted]
Final Business Response /* (4000, 13, 2015/10/14) */
October 14, 2015
[redacted]
In response to the Revdex.com case numberXXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],

I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your recent reservation at Halifax International Airport. I understand you are dissatisfied with your reservation. Your dissatisfaction stems from the amount you were billed. During the booking process our representative stated you were going to be billed in CAD, you still were billed in USD.
Allow me to assure you our agents are trained to ensure they are recapping booking details before completing a reservation; including location, travel dates. It is of much regret if there was any miscommunication with Hotwire Customer Care while booking your hotel. Please be assured that we take the matter very seriously.
I can guarantee you this experience is not typical of what our customers can expect when booking with Hotwire. At this time, I am able to honor your request for a refund of the difference in the amounts billed. I have sent a request via email to our finance department for a refund to be processed back to your account in the amount of $19.76. This process should take 7-10 business days. Once the refund has been issued it will take 1-2 business days to process, and it is up to your financial institution's policies when the credit will post to the account.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 15, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this solution as long as it actually happens. If it does not I will not hesitate to reopen this complaint. I am very disappointed with the manner and time this took to rectify but thankful to Revdex.com because without them I would have had no response

Complaint: 1[redacted]I am rejecting this response because: that information advising the rates are based on other rates around the area was not advised on the booking page as I clearly pointed out in the screen shot I provided. You site advised 50% off the normal rate of the property and was missing the footer due to a technical issue on your side. As such I should not be held responsible. Furthermore I was also advised a follow up call from a higher supervisor which I never received. 
Because of the missing footer I assumed that I was getting a higher priced hotel, and while I understand your position I do knot believe that it is a justifiable reason to deny my claim  
I ask you to reconsider and offer me some form of compensation, refund or otherwise, to retain my business and my ability to recommend Hotwire to other customers I come in contact with as I also work in the travel industry. 
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. after almost 2 weeks and contacting fox 4 news, news fix social media and all after I expressed hiring a attorney especially with my child bite marks and the videos and pictures of that establishment that hotwire false advertised for they agreed to give me a Full Refund instead of $57.30 and a $25 COUPON  in which was sad. I WILL NEVER RECOMMEND Hotwire.com to ANYONE and I will let it be known they false advertise and will not consider their customers experiences inconveniences discomfort being displaced die to theirfalse advertisement Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/04) */
December 4, 2015
** [redacted]
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear **,
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau regarding your reservation with New York Inn. I understand you are dissatisfied with your recent hotel reservation because the condition of the room fell below your expectations. As such, you requested a full refund.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review.
To clearly understand the matter, I further researched the property and found most reviews online were terrible. I recognize this situation is less than exceptional and we apologize for the inconvenience this has caused you.
After further review, I can see that on September 9, 2015, we tried to reach out to let you know that we no longer work with the property due to quality issues where we sent you an email with the offer to refund or rebook your reservation. However, we did not receive your response. I also confirmed that a contact was only made to us on October 16, 2015, same day as your check-in and we have issued a partial refund equivalent to your 1 night stay amounting to $236.89.
Based on that information, I am able to honor your refund request for the remaining night amounting to $236.89. Refunds typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use.
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 /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the refund is received I will consider the matter closed. I do want however to point out some factual aspects of the response. No one reached out on Sept 9th to say they were no longer working with that hotel especially since that was the day I booked it. I also have all of the emails from and with Hotwire. I also wish to say that the refund that I previously received was for cancelling the second night which was immediately used to rebook at another hotel

September 12, 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 Quality Inn & Suites Maine Evergreen Hotel. I understand you indicated that you received an error at the time you confirmed the booking and thought the reservation did not go through. As such, you requested a refund.
 
At Hotwire, we strive for clarity on our Web site. We have tailored our booking path to be informative every step of the way and relatively easy to use. First our customers are presented with their booking details and various polices regarding their car reservation. Next, customers are required to enter the primary driver’s name and billing information. Finally, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the booking. If any of these steps are omitted, the booking cannot be completed.
 
I recognized you indicated you received an error message after confirming the reservation. In this cases, we recommend customers contacting Hotwire to confirm if the reservation went through, as you opted to confirm the booking. In addition, we sent an e-mail confirmation of your reservation once a reservation is confirmed.
 
Additionally, while I understand you do not intend to use this reservation, we obtain our 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 Website, 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 we are unable to refund Hot Rate® reservations.
 
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 experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/16) */
November 16, 2015
[redacted]
[redacted] Street
[redacted] XXXXXX
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 The Roxy Hotel (formerly Tribeca Grand Hotel) in New York. I understand you are dissatisfied with your recent hotel reservation, specifically with the sleeping arrangements, as you were provided with one bed. 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.
In reviewing your Hotwire account, I confirmed we extended an exception to refund bookings made through our site and rebook for an alternate option. The refund took place on November 3, 2015, and typically takes one to two business days for the funds to return to your financial institution. From there, it is up to your financial institution as to when the funds will be available for use.
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hotwire refunded our money. I haven't seen it post on my credit card bill yet but I saved the confirmation from Hotwire.

Initial Business Response /* (1000, 5, 2015/08/17) */
August 17, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns, as sent...

through the Revdex.com, regarding your car reservation with Hertz, for August 24, 2015. We understand that you are seeking a refund, due to booking for the wrong dates, and upon finding the error you called us back to rectify the issue. We regret any frustration this [redacted] have caused.
When a Hot Rate car reservation is made, a customer pays Hotwire and in turn Hotwire provides payment to the agency. Since our reservations are guaranteed to our partners exactly as they were booked, all Hot Rate reservations are non-refundable. This is to ensure we are obtaining the lowest possible rates from our partners. We do understand sometimes mistakes are made.
In this case, due to the other circumstances, we will be able to honor your request for a full refund. The refund does take 1-2 business days to get back to your financial institution. After that time, it would be up to your financial institution as to when the funds will be available. A full refund of $198.10 was processed August 17, 2015.
We regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/03) */
September 3, 2015
[redacted]
XXXXX [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 Better...

Business Bureau, regarding your booking with Sixt on November 13, 2015 in Orlando, Florida. We understand that you are unhappy with this reservation, because the lot location is not onsite at the airport. You are seeking to cancel this reservation for a full refund. We regret any inconvenience this situation [redacted] have caused.
A review of this reservation shows the location selected was the MCO airport. The car agencies in that area are not physically located at the airport. They offer a complimentary shuttle service to their offsite location. Sixt does not have a rental counter, but their shuttle runs every 10 minutes. The Sixt Orlando branch is located approximately 5 min bus ride from the Airport. If you cannot find the Shuttle there is a courtesy phone located in Baggage Claim and Ground Transportation. You [redacted] call for courtesy pick up.
At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Hotwire prepays for this reservation at the time of booking. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not. Hotwire explains at the time of booking that all bookings are final with no refunds, changes or transfers. We ask you to confirm you have read and understand this in order to complete the booking. A review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking.
In consideration of the above information, we are not able to honor your request for a refund.
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 XXX-XXX-XXXX.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

April 22, 2017
 
[redacted] T [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 car reservation with Payless. I regret you remain dissatisfied with our previous response. I understand you feel that it was Hotwire who changed the details of your reservation.
 
As previously mentioned, we strive clarity on our website. For all bookings on our site, whether refundable or not, we provide a recap of information before a customer can complete a reservation. Hotwire will only confirm a reservation with your selected information once a customer agreed to our Terms and Conditions.
 
In addition, once a booking is completed, we provide an email confirmation with the entire details of your reservation. This is another way for our customers to review their trip details to have an opportunity to immediately contact Hotwire Customer Service for assistance before even your reservation date passes.
 
Before and after the booking process, we are sure to inform you that the pick-up and drop-off must be at the same location.
 
Based on that information, our decision remains final. 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

March 10, 2017
 
[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® hotel reservation with [redacted] Grand. I understand you are dissatisfied with your booking because you feel that the property is not comparable to the hotel brands we listed at the time of booking. As such you requested a hotel change.At Hotwire, we strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). For our Hot Rates®, we provide an example list of specific 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 3.5-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 may receive when completing their reservation.Upon selecting a Hot Rate® Hotel option, we then 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 Ratings 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.Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help.
 
Based on that information, we are unable to honor your change 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, 6, 2015/07/16) */
July 16, 2015
[redacted]
[redacted] Ln
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns, as sent through the Better...

Business Bureau, regarding your hotel booking at the Villas of Amelia Island Plantation for July 9, 2015. We understand that you seeking price matching to the amount of $309.00 or to have this reservation cancelled. Furthermore, we also understand that the estimated charge for the resort fee was shown as $25/night, the actual resort fee charge was $40/night. We apologize for any confusion this [redacted] have caused.
Allow us to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 hours of booking on Hotwire, if you find a lower total for the same agency with the same travel dates, times and same car type outside of Hotwire.com, we will refund you the difference.
We have reviewed the links you sent in, and were not able to bring up the amount you would have been charged. Without being able to verify the lower rate having been offered, we would not be able to process a price match refund. At Hotwire, our bookings are final, non-refundable, non-changeable, non-cancelable, and non-transferable.
We would like to thank you for your feedback regarding the increase with the hotel's resort fee. On our website it does state that a resort fee is an estimation, a hotel [redacted] change the amount charged without updating us. We are taking the information and will update our information.
Based upon the information above, we will not be honoring your request. 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

January 30, 2017
[redacted]
[redacted]
Rancho Cucamonga, CA [redacted]
In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted]
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation...

with Hilton San Diego Mission Valley. I understand you are dissatisfied with your hotel reservation because of the other charges collected by the property.
Our records indicate you booked a Hotwire Hot Rate® hotel reservation. In Hot Rate® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate ® reservations are non-cancellable and non-refundable.
At Hotwire, we strive for clarity during the booking process. On the final billing page, we present a bulleted list of Hotel Rules and Restrictions. Within those restrictions the following statement is provided:            “You'll pay the hotel directly for additional charges, like room service or resort fees.”
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

Complaint: [redacted]I am rejecting this response because:
The star rating was misrepresented and I did immediately contact Hotwire when it was reveled. I asked for a different hotel or refund immediately when I saw it was not listed has advertised. It should have been obvious to Hotwire that this was no where near a 3 star rating going by every single review posted on their website. The reviews were hidden from the public and not reveled until after the booking. This is a classic bait and switch where you did not get what you paid for.   Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/08) */
February 8, 2016
[redacted]
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with...

Hotwire as sent through the Revdex.com, regarding your booking with Town and Country Resort & Convention Center. I understand you are unhappy with the hotel you received as you feel that the property is not comparable to the 3.5 star hotel collection listed at the time of booking. As such, you requested to be moved to a different hotel.
At Hotwire, 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. 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.
In addition, we strive for clarity during the booking process. After searching for a hotel on our site, we then 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 Ratings 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.
Regardless of star rating, we guarantee customers a clean and comfortable stay. In the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you may have before or after you make a reservation.
Based on the information provided above, I am unable to honor your request to change your non-refundable and non-changeable HotRate (r) reservation.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Hotwire because when this issue initially happened, they were more than willing to rebook and resubmit a new hotel for me, not there is nothing they can do? I gave them more than 1 valid point as to how this hotel did not meet the standards as what it was advertised for. I requested 3.5 star and when they entered this hotel it was coming up in the same category as 3 star. Hotels.com even advertised it as a 3 star and not 3.5. Not only that but if you look at my history for this purchase I called many times to speak with someone and they all gave me the same option to rebook with town and country not being one of the options. The hotwire staff told me Town and Country was an updated modern hotel just like the ones that were listed, I called Town and Country and explained to them that I purchased a room from hotwire and asked what kind of room would I receive and even the agent on the phone said you will be getting an out of date room. We do not offer our modern up to date rooms to hotwire guest. This is another blatant lie. Hotwire advertised something completely different than what was delivered. They took advantage of this situation and me as a consumer. You state in your response "I am unable to honor your request to change your non-refundable and non-changeable HotRate (r) reservation," but you have already offered to do that so yes you can change it, your just choosing not to.
Final Business Response /* (4000, 9, 2016/02/24) */
February 24, 2016
[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 the Revdex.com regarding your Hot Rate(r) hotel reservation with Town and Country Resort & Convention Center. I regret you remain dissatisfied with the previous information provided. I understand you were given an option to rebook your reservation as an exception. However, our preceding response did not honor the change. We apologize for the confusion this has caused you.
After thorough investigation, I confirmed one of our Travel Specialist offered a one-time exception to rebook your non-changeable and non-refundable HotRate(r) reservation. As such, allow me to extend this exception to have you rebooked to a different property at your cost. Please contact our Customer Care Department at X (XXX) - XXX - XXXX. We will honor this exception any time before March 7, 2016 at 11:59 PM PST. Please note that as we are working with live inventory, rates changes from time to time based on availability. Thus, we cannot guarantee the same rate as your current booking.
We service two types of hotel reservations: Hotwire Hot Rates(r) and Hotels. For Hotels, property details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. The property will be revealed after booking. To avoid getting the same hotel, we suggest you book a Hot Rate(r) hotel with a different star rating or one of our Hotels online.
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