Hotwire

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11, 2015
[redacted]


[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your correspondence...

with Hotwire and the Revdex.com regarding your Hot Rate Hotel booking at the Hotel [redacted]. Specifically, you are stating that the hotel did not provide you with your preferred bed type, and that you were hoping to receive a room at the W Lakeshore Hotel. As such, you are requesting Hotwire provide you with a full refund or Hotwire credit totaling $711.70. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Please understand that when you make a Hot Rate Hotel reservation there is no way to select the bed type that will be provided. There is also no way to know the name of the hotel until after the reservation is complete. When making a Hot Rate Hotel booking you are advised that "Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed." and that "After you book, the hotel's name and address will be revealed." This is included in the Terms of Use that must be agreed to before any reservation is finalized.
As you have stated that we provided you with contradictory information, we will review all of the data we have regarding this call. If any compensation is offered it will be based entirely off of this data. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They were supposed to listen to the tape of this transaction and get back to me in 5-10 business days. I called them three times and they have not ever gotten back to me. It is now 3 months. I have gone through my credit card company and Hotwire responded with a check off form that the customer service representative filled out at the time of the reservation. The form contains incorrect information. At no point is there any indication that they listened to the telephone exchange.
Final Business Response /* (4000, 9, 2015/08/25) */
August 25, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hotel [redacted] on [redacted] 21, 2015 in Chicago, Illinois. We understand that you were expecting a different hotel with your recent Hot Rate(r) reservation, and chose not to use the room. You are seeking a full refund because the room provided did not offer two beds. We regret any frustration this [redacted] have caused.
A review of this booking shows no error on the part of our sales agent. The Hotel [redacted] is within walking distance to the Hotel Allegro Chicago. A list of hotels that are examples of the well-known brands included in the 4 star rating was provided, and it was mentioned the W Hotel was the last hotel booked as a Hot Rate (r) deal.
As explained in the Terms of Use that were read and verbally agreed to upon booking:
Rooms sleep the number of guests. Number, type and size of beds aren't guaranteed.
Requests for specific bedding can be made, but the hotel rooms are "run of the house". The hotel partner will do their best to accommodate guests with the type of room and bed requested, but additional charges [redacted] apply.
At Hotwire, we obtain our great low Hot 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 and billed regardless if the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred.
For future reservations, if a specific bed type is required, you [redacted] book hotels that display the name and address of the hotel before booking by searching on the Hotel tab on Hotwire. You will be able to select specific room and bedding types based on the hotel's availability.
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 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THEY ARE MAKING IT CLEAR THAT THEY HAVE NO INTENTION OF BEING REASONABLE. THEY DID NOT EXPLAIN WHY NO ONE EVER GOT BACK TO ME WITHIN THE 5-10 BUSINESS DAYS AS PROMISED. THEY CLAIM THAT THE HOTEL MENTIONED WAS ONLY A SUGGESTION WHEN IN FACT I WAS GIVEN A NAME ADDRESS AND PRICE. THEY ALSO CLAIM THAT THE HOTEL THEY BOOKED ME INTO WAS A REASONABLE WALKING DISTANCE. IT HAPPENS TO BE A MILE AWAY FROM WHERE I ASKED. I SUGGEST THE PERSON RESPONDING PARK THEIR CAR 1 MILE AWAY FROM THE NEXT HOTEL THEY STAY AT AND SEE HOW REASONABLE A DISTANCE IT IS. THEY ALSO STATE THAT THEIR HOTEL PARTNERS WILL DO 'THEIR BEST' TO ACCOMMODATE OUR NEEDS. THEIR HOTEL PARTNER MADE IT CLEAR THAT THEY HAD A ROOM AVAILABLE WITH TWO BEDS AND UNLESS I PAID FOR THE HOTWIRE ROOM AND FULL PRICE FOR ANOTHER ROOM THEY WOULDN'T GIVE IT TO ME. SO THAT IS ALSO NOT TRUE.

Re: Case Number [redacted]
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Paris.
I understand you are dissatisfied with your recent Hotwire booking. Your dissatisfaction stems from the amount of savings 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:
- Email address used to complete this reservation
- 10-digit Hotwire Itinerary Number.
Once we receive this information, we will be able to search further.
 
Best Regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because: Some information that Hotwire stated in their response is incorrect.  For example, my roundtrip ticket was from Washington, DC -Dulles IAD to Vienna, Austria -VIE.  Also, my returned flight that was cancelled was leaving from Milan, Italy - Malpensa MXP; and not from Lisbon, Portugal; and that I had to stay an additional day in Milan due to this cancellation.  However, I am accepting the refund of $566.83 for my returned flight as compensation for the inconvenience, distress and frustration that the situation had caused me.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/15) */
August 15, 2015
[redacted]
[redacted] Avenue
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns as went through the...

Revdex.com, regarding your reservation at The Pallazzo Resort Hotel Casino on August 4, 2015 in Las Vegas, Nevada. We understand that you are requesting information regarding possible fraud on your account. We regret any frustration this [redacted] have caused.
Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX.
It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is final. Due to the sensitive nature of the information handled by that department, they only reach out to guests if further information is needed to complete their investigation. If the decision to deactivate the account is final, you will likely not receive a call back from that department. I understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation.
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site [redacted] be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
This reservation was refunded in full at the time the account was deactivated. Hotwire will not be offering any further compensation.
We regret your Hotwire experience was anything less than exceptional.
Best Regards,
[redacted] Bell
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted]:
Your response is completely unsatisfactory. The Risk Management team was contacted immediately after the determination that our reservation was cancelled upon arrival at the hotel. After only being able to leave a voicemail with that department we have not been surprised that they have failed to contact us yet explaining the nature of all the cancellations. Our party had three separate reservations made at three different times, using three different credit cards but yet the Risk Management department cancelled all of the reservations without notice. This is not isolated and we believe that a fraud has been perpetrated that can only be redressed through compensation for our out of pocket expense and an explanation of the cancellation.
It is true that the original charged amount was credited to our credit card but no email was sent indicating that the reservation was cancelled. This poor business practice did not allow us proper time to make alternative arrangements and led to us spending money out of pocket.
If Hotwire does not believe that they owe us any further explanation, contact, or compensation we will have no other choice but to seek other methods of resolve such as reaching out to the media and filing legal claims. We have become very frustrated with this process and will not stop short of having the issue resolved in a satisfactory manner.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2015/08/19) */
August 19, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com #XXXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to respond to your additional correspondence through the Revdex.com, regarding your reservation with the Pallazzo Resort Hotel Casino. We understand you did not find our previous response satisfactory, as it does not state specifically as to why your reservation was cancelled. We apologize for any frustration this has caused.
Please understand, the Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site [redacted] be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
As the nature of the information that Risk Management deals with (such as bank accounts) is highly sensitive, they are the only ones with full access to the details of the investigation. For this same reason, they will only contact you if they require additional information. They have confirmed that this account was cancelled due to fraudulent activity, which is something we do not compensate for. Any further questions regarding your account should be directed toward your financial institution.
Until further notice your Hotwire account will remain deactivated. We regret if your experience was anything less than exceptional, and thank you for having chosen Hotwire.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted],
You terms of conditions do not say you can cancel a reservation. I had no account with Hotwire to cancel. It is concerning that your company has a policy of canceling customer reservations without explanation. I think many people would think twice before booking with your website knowing that that you cancel reservations without notice or reason leaving customers to spend more money on last minute reservations.
This matter can only be remedied through legal channels at this point since you continue to act in bad faith. You cost us over $1000 and insult us by saying that your terms of service gives you a loop hole to cancel anybodies reservation for any reason. From reading other posts it seems that this is common practice with your company and I will do everything in my power to prevent this from happening to other customers.
Good day.

Complaint: [redacted]I am rejecting this response because: It is clearly a bait and switch fraud as the website clearly states "airport shuttle" on the car selection. At the rental car company there were 2 addition people when I was there who had been taken in by this scam and the Hertz staff said they get at LEAST 10 clients a day who were mislead by Hotwaire in this way. The additional $50 in cab fare, time out of my vacation and the dangerous situation I was left in at the deserted downtown location for a late night drop off was complete negligence on the part of Hotwire. They are knowingly cheating anyone who uses thir service.Sincerely,[redacted]

June 6,
[redacted], ON [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 Days
Inn - Downtown OttawaI understand you
are dissatisfied with your recent hotel booking because the room provided did
not accommodate the number of guests you indicated on the reservationAs such,
you requested a full refund
At Hotwire, we guarantee all rooms booked 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 requestedWe 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
availabilitySome properties may offer pull-out couches or roll-away beds to
meet the occupancy requirements of a reservationOur partners will do their
best to make your stay as comfortable as possible
Our records indicate you booked a Hot Rate® for adult
and childrenI recognized you were assigned in a room with only one queen
bedWe apologize for the inconvenience this has caused you
I can assure you this experience is not typical of what
our customers can expect when booking with Hotwire
Upon review, we attempted to relocate you at a different
hotelWe recognized you declined this option due to unavailability of your
request for cribHowever, please understand, as not all hotels can guarantee
this amenity, our goal was to transfer you to a hotel that can accommodate
guests
Based on the situation, we are unable to honor your
refund request since your hotel room was fully utilized
For the inconvenience, please accept HotDollars I
applied to your account under [redacted]One
HotDollar is equivalent to one US Dollar that can be used in booking Hot Rate®
Hotels and HotRate Cars, valid up to one yearWith this, we hope we
have the opportunity to better serve your travel needs in the near future
Additionally, we would like to
reimburse the amount you paid for the extra beds, you may send us the receipt for
reviewYou may send it as an email attachment to [redacted]Once received, the review process may take up to seven to
ten business days
Our goal is to exceed your expectations and regret we did
not do so on this occasion
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

February 28, 2017
 
[redacted]
[redacted]
[redacted] NY [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 Hertz. I understand you are dissatisfied with your recent car booking because of not being able to receive a refund from Hotwire after you returned the car to Hertz where they allowed the refund.
 
We apologize for the inconvenience this has caused you. Please be informed, we are trying to communicate Hertz to verify your situation. At this time we have not received a response from them. We will continue to look into this matter and allow us more time to get this resolved.
 
Should you have questions, you may reach us at 1 (415) [redacted] We are open Monday to Sunday from 7:00 AM to 9:00 PM PST.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/03) */
September 3, 2015
[redacted]
[redacted] Street [redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking Crossland Denver - Airport - Aurora on September 7, 2015 in Aurora, Colorado. We understand that you would prefer a hotel in a different area. You are seeking to cancel this Hot Rate (r) hotel reservation for a full refund. We regret any inconvenience this situation [redacted] have caused.
Hotwire has reviewed your account; we note that you did speak with a Customer Service agent and Supervisor who explained how our Hot Rates and mapped areas work. The Crossland Denver - Airport - Aurora falls within the Denver Intl Airport DEN, Colorado chosen at the time of booking.
The distances provided on our Web site are derived based on straight-line measurement. All distances are measured from the starting point information entered. To provide the exact distance would reveal too much information about the hotel. We are able to negotiate these great low Hot Rates with assurance to the hotel that the name and exact location will not be revealed until the booking is completed. This allows hotels to better manage their inventory - without competing with themselves.
For future reservations, you [redacted] wish to consider booking a hotel from our Hotel's tab. With these hotels, you are able to choose the hotel of your choice and know exactly where the hotel is before your book it, but they just not discounted like our Hot Rates.
We guarantee payment to our hotel partners on all our Hot Rate(r) hotel bookings. Either you check-in or not, Hotwire still have to pay for the bookings. As a result we won't be 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
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response by the Hotwire associate does meet my satisfaction, because it continues to perpetuate a lack accountability on their part. The hotel in which I was assigned is not located within their stated radius. Additionally, the hotel is identified as a 2-star hotel. Upon searching multiple websites, none of them identified this hotel as such: Google Reviews 1.9; TripAdvisor 1.5; Hotels.com 1.9; Yelp 1.5; Kayak.com 1.5.
I do not accept Hotwire.com's response, and I will continue to seek a full refund.
Final Business Response /* (4000, 9, 2015/09/14) */
September 14, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking at the Crossland Denver- Airport -Aurora for check-in September 7, and check-out September 8, 2015. We understand you remain dissatisfied with our response; as such you are requesting a full refund. We regret any frustrations this [redacted] have caused you.
As the previous agent reiterated, the Denver International Airport area was selected, each area is shaded in green to give you an idea of the location of the hotel. With our Hot Rates we guarantee the hotel can be anywhere within the map area that you booked, and this hotel is in the mapped area that you were provided. We don't guarantee any specific location with our Hot Rate hotels.
We would like to clarify how the star-ratings are assigned. Please understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by source. Our customers play a very large part of the star-rating determination. To determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customers.
At Hotwire We obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally made. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above, our decision remains final; we won't be honoring your request for a refund.
We regret that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In your response, you stated there are no standards for hotel ratings. However, each and every site I have visited listed this hotel as less than 2-star quality, including Expedia. It seems you are peddling sub-standard hotels by taking advantage of an altered star rating. Not to mention, expedia.com customer reviews of this hotel are littered with very poor 1-star ratings for this hotel.
It should be of no consequence to me that you guarantee payment to your partners if those partners, and your website, do not meet the conditions of quality described at Hotwire.com.
I remain unsatisfied with your response and will continue to seek a full refund.

July 18, 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 [redacted] Atlanta. I understand you are dissatisfied with the amount of savings you received. As such, you requested a refund.   Our records indicate you booked a Hotwire Hot Rate ® 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.   Allow me to further clarify how the savings provided on our site was derived. Our crossed out 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. To clarify, if we were to 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 median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention. Let me 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. If you find a lower total for the same property with the same travel dates 48 hours before check-in, we will refund you the difference.   Based on the information above, I am unable to honor your refund request.   We appreciate your business and regret your Hotwire experience was anything less than exceptional.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/24) */
November 24, 2015
[redacted]
[redacted] Street
[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 hotel reservation. I understand you were dissatisfied with the accommodation provided by our partner. As such, you are requesting a full refund.
I regret the frustration and inconvenience this situation caused and appreciate you took time to express your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect.
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.
Based on all the information above, I am unable to honor your request for a full refund. Please accept our apologies along with 25 HotDollars credit added to your [redacted]@verizon.net account. HotDollars are equivalent to US Dollars when used to book HotRate(r) Car and HotRate(r) Hotel reservations. Your HotDollars are valid for up to one year.
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 /* (2000, 7, 2015/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.

Initial Business Response /* (1000, 5, 2015/11/19) */
November 19, 2015
[redacted]
[redacted]
[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 Better...

Business Bureau regarding your reservation with Hanover Hotel in United Kingdom. I understand you are dissatisfied with your hotel booking, as you found a lower rate through a different travel site. As such, you requested a full refund.
Allow me to assure you that 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 hotel with the same travel dates, and number of guests outside of Hotwire.com, we will refund you the difference.
After reviewing your account, I confirmed that the difference of $56.36 has been refunded to your account. I also learned that you booked a new reservation through another website, as you were under the impression that you will be getting a full refund from the email you received from one of our Travel Specialists. I apologize for the confusion, however, upon review of the email our Travel Specialist sent, we were just confirming that you wished to have a full refund.
Therefore, per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing the 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.
Best regards,
[redacted].
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) Insufficient explanation
Not accurately stated in his e-mail one is the fault of the hotwire
If you are planning "full refund" has not, the email should have wrote on his bottom.
"Thank you for contacting Hotwire Customer Care. I understand you wish to get a full refund for your reservation. I would be willing to provide you details to better assist you.
(Need more explanation : But by our policy You will be refunded only $ 56.25)"
In principle should not be refunded but claims to compensation is possible because I was notified of the consequences for full refund
It was a reply to my request . Of course knew as my request is accepted.
2) Non-performance of a reply
October 25, after receiving an email that had been used by "full refund"
I sent e-mail for information on the schedule of the refund, but you did not reply at the answer. Did not answer on a question on schedule.
You should have instantly answered at that time for me.
I waited three days your reply. I get a refund on 1dollar without any contact.
So I made reservations to other brands. I wait for enough.
If you accurate information for me, even then, I had another wouldn't make a reservation.
3) Lack of feedback on the telephone records
XXXX-XX-XX Mr.[redacted] made a promise to give a fair compensation to me.
I am a Korean interpreter using described about the unfair situation
He acknowledges your fault. and He spoke about compensation.
This conversation with a Korean interpreter hired by the hotwire
you will not be able to argue that I was mistaken.
But you didn't get in contact with me about the call, even once
After waiting three days or more get contact with an interpreter again.
XXXX-XX-XX
Telephone counselor answer that "It is well documented call on November 4, details Request is ongoing, progress and I will get check (Including descriptions of the check.) " and she comforted me.
If it didn't reassure me in the call that day, I had another would cancel the reservation. Because she assured me I think everything is going well.
4) Bad price and Contradictory argument
The goods are cheaper $ 56.25 is including restocking fee.
XXXX-XX-XX I sent an email claim about full refund.
because The price is Including breakfast, and restocking fee.
The answer to the request is As your "full refund" e-mail.
It was a reply to my request . Of course knew as my request is accepted.
as you were under the impression that avoide of responsibility
( I'm very curious to know this. one of your Travel Specialists is not your coworker? This is nonsense what I mean? Then how can I contact hotwire without one of your Travel Specialists? )
You are not logical at all.
I've got the entire email about full refund (without any explain) and
The refund received due compensation commitment
The refund received confirmation once more
It is tell lies to me, all three people your coworker Or, if I were that they need an irresponsible statement or not fully explain
It is also your responsibility.
if you has a good price from the beginning, I Will never request refund
you offered more expensive and worse conditions
Nevertheless, You It keeps going assert a pricing policy.
Everything that you say is contradictory.
Already be proven wrong price suggested by you.
About this whole situation. you must let me understandable.
I have endured your rude e-mail replies, but
Please answer is please, logical and conscientiously through Revdex.com
please, logical (Except for irrational pricing policy)
You agreed to do full refund (via email)
Admitted wrongdoing and Promised "the rightful reward"(On the phone)
You said that refund first, You must do full refund
You would take responsibility for your word
Final Business Response /* (4000, 9, 2015/12/01) */
December 01, 2015
[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 Hanover Hotel in United Kingdom. I regret you remain dissatisfied with your Hot Rate(r) Hotel. You feel that you deserve to have a full refund because you found a lower rate through a different travel site.
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 outside of Hotwire.com, we will refund you the difference.
In addition to providing information regarding our Low Price Guarantee on our email confirmations, we also provide the full Terms and Conditions in our Help Center. Our Help Center is located at the top of every page on our site. In our Help Center under "How do I qualify for the Low Price Guarantee" we provide a link to our full Terms and Conditions.
After reviewing the details of your booking, you emailed our Customer Support on October 24, 2015 to file for Low Price Guarantee. We approved the refund of $56.36 on the same date, as we confirmed the lower rate you found in amoma.com. Please note that Hotwire issues refund within one to two business days. You [redacted] contact your financial institution when this amount will be available.
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 above, my decision has not swayed. I am unable to honor your request for a refund.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Look, everything we did was consensual.
This is not a matter of argument. This is an issue of responsibility.
We have reached an agreement. That's not opinion - that's a well proven fact.
You're not to recognize that this matter had made you.
This is right here is the reason why using Revdex.com.
11/4 on phone call with Mr. [redacted]
We understood about duplication by the email reservation has occurred and discussed on how to resolve the situation.
He promised to compensate me for my loss, I agreed to and progress in the direction you want .
11/7 You've talked compensation through "check"
Except the precise timing of refund It was a state of any agreement is over.
I judged Feedback about the dialogue is not well with your counselor
On your own showing, the conclusion seems avoidance of responsibility or not done enough to probe.
So, using a Revdex.com
I wanted you to think seriously about this problem.
Discussion of compensation has been done before. ( I telephoned to say twice on October 30 and November 1st .but I did not comment, Because I don't know the name of a counselor. The counselor would have been not telling
He wouldn't know you , too)
The two times in a phone call , I realized that and your irresponsible
I have come to know that so I can solve to undergo a convincing answer.
The obvious answer is November 4, of dialogue with Mr. [redacted].
Make sure we try to solve this problem, I ask him to leave his name. Mr. [redacted].
He informed his name in the meaning of the promise.
All of the problems caused by Customer Service System .
If you don't understand fully this situation, you'd feel I was imposing on you.
As mentioned several times,
It is request for implementation for our agreement.
The cause of the matter is your email, Problems and to avoid the email for clarification, Discussion on the situation and their commitment to compensation,
Default on a promise. That didn't remember the promise of customer service center.
As a consumer, I have not received any service.
I have Right to compensation of as much as I paid.
We already have agreed and Causes and responsibility all to you.
please take your responsibility.

June 8, 2017   [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 reservation with...

[redacted] - York. I understand you are dissatisfied as you your reservation was booked on a different city. As such, you requested a refund.   As discussed over the phone, an exception of rebook was provided today. Please be reminded you’re your refund for the original booking may take one to two business days to process and 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 experience was anything less than exceptional.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/24) */
July 24, 2015
[redacted] Avenue
[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 June 20, 2015. We understand that you are requesting a refund due to attempting to pick up the rental and the agency showing the reservation as closed. We apologize for any frustration this [redacted] have caused.
We understand that the booked for June 20-June 23, but you meant to book for June 13-16. We acknowledge that you did rent a car with Hertz and had to pay for it. On June 20, you went to Hertz and they informed you the car was no longer available. According to the notes, we see that you faxed in documentation in order to get a refund.
In this case we have refunded you $106.35. The 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. We did notice you purchased the rental car protection from Allianz Global Assistance. In order to seek a refund from them, you would need to call X-XXX-XXX-XXXX.
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 Business Response /* (1000, 5, 2015/08/20) */
August 20, 2015
[redacted]
[redacted] Ave
[redacted], [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 at Alamo on August 14, 2015 in Saint Louis, Missouri. We understand that you were unable to pick up your rental car because you were on the Do Not Rent list for this car agency. As such you are seeking a full refund for this reservation. We regret any frustration this situation [redacted] have caused.
On review of your account information, Hotwire verified the car was not used as booked. Your refund has been processed in the amount of $71.73 on August 20, 2015 and was credited back to the form of payment used at the time of booking. If you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
To avoid this situation in the future, Hotwire recommends you chose one of our car rentals which are not the Hot Rate(r) rental, and disclose the name of the agency prior to completing the booking. These rentals are not as deeply discounted as the Hot Rate(r) reservations, but we still offer our Low Price Guarantee with every booking. If you find a lower rate for the same rental location and period on another website, we will match the price.
Hotwire will not be offering any additional compensation 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
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund from them because that is what I want if I did everything I suppose to do and still could not get a car then they suppose to refund me my money back. thank very much for all you help me to get done. [redacted]

Initial Business Response /* (1000, 9, 2015/09/11) */
September 11, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding...

an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint for Ms. [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation.
Our records indicate that on July 16, 2015, Ms. [redacted] self-booked a flight reservation using Hotwire's website, itinerary XXXXXXXXXXX. Travel was with Ethiopian Airlines from Toronto, Canada to [redacted], departing on July 20, 2015, and returning on July 24, 2015. On July 20, 2015, Ms. [redacted] contacted Hotwire and exchanged her ticket to depart a day later than originally scheduled. Regrettably, the return flight was not rebooked to depart a day later and Ms. [redacted] had to purchase a new ticket in the amount of $1681.87, for which she is requesting reimbursement.
On September 11, 2015, Hotwire contacted the customer and she provided us with a receipt showing the charges incurred for alternative flight accommodations, in the amount of $1681.87. A refund in the amount of $653.20 was issued by the airline, for the unused portion of the original ticket. In addition, Hotwire issued a refund in the amount of $1028.67, to compensate Ms. [redacted] for the additional charges incurred due to the issues with her ticket. Both refunds were issued back to the original form of payment. The time it takes a refund to post to the customer's account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
We regret Ms. [redacted]'s experience was not as we would have hoped, and any subsequent inconvenience caused. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (2000, 11, 2015/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After Revdex.com contacted hotwire, a rep from hotwire ([redacted] from Tier 3 Customer Service) contacted me. It was the first time that someone actually listened and wanted to assist me. She explained everything (even though I was skeptical as I had been getting the run around for 2 months now).
After 2 months of relentless battle and getting Revdex.com involved, I have finally gotten the refund.
thank you Revdex.com for stepping in!

Initial Business Response /* (1000, 5, 2015/05/20) */
[redacted] 20, 2015
[redacted] ln
[redacted] XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau, regarding your reservation at the State Plaza Hotel. As stated in your letter, the hotel has a $40 parking fee that was not listed prior to booking. As such, you are requesting we have these fees disclosed before booking. We appreciate the feedback, and regret any inconvenience this has caused.
In exchange for concealing our partners' identities, and guaranteeing the reservations will be used as sold, they provide Hotwire with deeply discounted rates. Fees such as parking [redacted] reveal too much about the property; therefore we do not require our partners to have them displayed beforehand. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For these reasons, reservations are booked as non-refundable and non-changeable.
There are instances where providing fees does not affect the opacity, and can be listed prior to booking. If they are, they can be found under the "Know before you go" section. If paying for parking is a concern, we recommend using the filter for the free parking amenity, or using our standard rates that allow you to choose a specific hotel.
At this time, we believe the Hot Rate model fits our business needs. Hotwire thanks you for your feedback. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/14) */
January 14, 2016
[redacted]
[redacted] Lane [redacted]
[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 Dollar Rent a Car. I understand you are dissatisfied with your recent Hot Rate(r) car booking. Your dissatisfaction stems from being charged by the rental agency in addition to what you paid online. We apologize for the inconvenience this has caused you.
We guarantee our partners the reservations will be used as they were originally booked. Once a reservation is booked on our Web site, the confirmation information and our payment details are sent directly to the car agency. Please be assured we provided payment to Dollar for your booking.
After reviewing your account, I confirmed an email response was sent by one of our Travel Specialists and asked you to send in copies of your receipts showing the charges from Dollar Rent a Car for review. As of this time, we have not receive any documentation yet.
For us to move forward and fully address your billing concerns, we request you to send us a copy of the final receipt from Dollar Rent a Car including a copy of your credit card statement to [redacted]@hotwire.com. Upon receipt, we will be able to fully review and refund excess charges.
We appreciate your business and look forward to assisting you further with this matter.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please note that although I am satisfied by Hotwire's response I did send all the requested documents to their nominated email address: [redacted]@hotwire.com on December X XXXX. Even though I did send these documents I never received any reply from Hotwire, which makes me feel very suspicious.
I have emailed these documents today and I hope to receive a definite response.
Thank you very much for your help in settling this case
Kind regards
[redacted]

April 10, 2017
 
[redacted], IN [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 Better Business...

Bureau, regarding your hotel at Hotel Pigeon Forge Inn-Suites. I understand you are dissatisfied with your recent hotel reservation because the hotel’s Wi-Fi was unavailable. As such, you requested a full refund.
 
Our records indicate you booked a Hotwire Hot Rate ® 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 on the site.  Customers can choose the place they want to stay based on the amenities that best suit their needs, such as Free Internet. If an amenity is listed, customer can expect it at the hotel. While we work to ensure the amenities provided upon booking are available, we cannot guarantee they will all be in service during your stay. During the booking process, we mentioned the following:
 
“An amenity may be closed, though we try to show what's available.”
 
In addition, if there is a concern with the hotel, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, you can contact us for help. Because there were no contacts made to Hotwire during your stay, Hotwire did not have the opportunity to help with your concerns.
Based on the information above, we are unable to honor your refund request. For the experience, I applied 50 HotDollars to your account under[redacted]@yahoo.com. One HotDollar is equivalent to one US Dollar that can be used in booking any Hot rate® hotels or any Hot Rate® cars, valid for a year.
 
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, 2016/01/29) */
January 29, 2016
[redacted]
[redacted] S [redacted] Dr [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 24 North Hotel in Florida. I understand that you identified that the 4-star hotel you booked is being rated lower on our site under Hotels tab. As a result, we were able to make an exception for a refund.
I can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We take customer feedback very seriously, and appreciates the time you took to notify us with your concerns. We have noted your concerns and can assure you this particular matter concerning the hotel's star rating will be appropriately handled internally.
Please accept my sincere apologies for any inconvenience this situation created along with a credit of 50 HotDollars. I applied this credit to your account under [redacted]@hotmail.com. HotDollars are valid for 1 year that can be used in booking a HotRate(r) Hotel and HotRate(r) Car.
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, 2015/08/06) */
August 6, 2015
[redacted]
[redacted] Ave.
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX

Dear Mr. [redacted],
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your...

recent booking with Hotwire. You state in your correspondence that you made a double booking and you were denied a refund by Hotwire. We regret any frustration this situation [redacted] have caused.
The information you have provided in your letter to Better Business failed to access a Hotwire account, please provide us with the email address you used to make this booking, the name of the hotel, the dates booked, the Itinerary number (if you have it), or the phone number you listed on the hotwire account, to assist me in accessing your Hotwire account.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The corporate relations division responded only to ask for my information, and did not address all of my complains in the response. They only gave me a customer service number instead of direct number.The booking number was XXXXXXXXXX, my email is [redacted]@gmail.com.
Final Business Response /* (4000, 11, 2015/09/01) */
August 30, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for providing your itinerary number so that we [redacted] address your concerns sent through the Revdex.com; regarding your stay at Extended stay America in Melbourne Florida on July 26, 2015 to August 5, 2015. You state in your correspondence that you made a duplicate booking and you were denied a refund by Hotwire, you have also shared with us feedback regarding our customer service team. We regret any frustration this situation [redacted] have caused.
After researching this for you we have found one reservation on your account, which was created on July 14, 2015. A different booking was made one hour previously, and the first call to hotwire was a full two days after the bookings were processed.
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 Hotwire.com, 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 for the reservation.
You have stated that you did not like the service provided by our customer care representatives. We value your feedback and will keep a record of it so that we can continue to improve upon your experience when calling Hotwire.
Based upon our previous correspondence and the above information, we will not be honoring your request for a refund. We regret if your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the near future.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 13, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I will have to take this issue to small claims court.