Hotwire

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

Complaint: [redacted]I am rejecting this response because: It was a scam.  Can cancel it one day, but can't refund the difference the next.  I have no choice, but, to follow it up the latter.  It was a scam, so, Its time to do some research.  I think the FBI is my next step.  Please advise.Sincerely,[redacted]

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

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, 6, 2015/11/15) */
November 15, 2015
[redacted]
XXXX XXth Ave [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 car reservation with Hertz in Providence TF Green Airport. I understand you are requesting to cancel the booking for a full refund due to personal change of plans.
Hotwire services two types of car rental reservations: Hotwire Hot Rate(r) and Cars. With Cars, you are only reserving the rental on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Cars can be cancelled at any time without penalty. Our Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundable.
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 Hot Rate(r) reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate(r) reservations.
Upon reviewing your Hotwire account, I confirmed the type of rental you booked is a Hotwire Hot Rate(r). Based on the information provided above, I am unable to honor your request to refund your car 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, 8, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
None of that was clear to me. As I said, I had never rented from you before. I ask again for a refund.
Final Business Response /* (4000, 10, 2015/12/01) */
December 01, 2015
[redacted]
XXXX XXth [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 as sent through the Revdex.com, regarding your car reservation with Hertz Rent a Car. I regret you remain dissatisfied with your Hot Rate(r) car reservation, as you were not aware of the policy before booking the reservation. As such, you are requesting a full refund.
As previously discussed, we obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate(r) reservations.
On the final page of the Hot Rate(r) car booking process, we provide a bulleted list of the Car Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the
following conditions:
This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees.
You [redacted] add drivers at the rental counter for an additional charge.
Hotwire car rentals are held for up to 24 hours. If a cancellation or schedule change by the airlines prevents you from picking up your car within 24 hours of your scheduled pick up time, you will be able to cancel your reservation upon verification of the changes.
The rental agency will require a credit card or debit/check card in the primary driver's name. Sufficient credit must be available for a deposit. Funds used for debit/check card deposits cannot be accessed until the car is returned. Amount of available credit required depends on car type, rental period, and optional items.
Pick up and Drop off must be same location
Driver must be present to pick up the vehicle with a valid driver's license.
Based on the information above, our decision has not swayed. I am unable to honor your request for a refund.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 12, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
False adverising and inept customer service. I am seeking a refund still.

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]

Initial Business Response /* (1000, 5, 2015/08/17) */
August 17, 2015
[redacted]
[redacted] Dr
[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 hotel reservation with Dorint Hotel Amsterdam Airport for June 23, 2015. When creating this booking you wanted to be near Dams Square in Amsterdam and the hotel was not close to where you wanted it to be. Therefore the reservation wasn't used and you are requesting a refund. We regret any frustration this [redacted] have caused.
At Hotwire, we strive for clarity during the booking process. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In this case, the area selected was "Amsterdam Schiphol Airport". We can confirm the Dorint Hotel Amsterdam Airport is located within the green shaded map defining that area. In addition, we can confirm that this booking was created without the assistance of one of our agents.
When hotels have unsold rooms, they use Hotwire to fill them. As such, Hotwire is able to offer rates lower than any other travel site, guaranteed. In order to offer these great deals, we allow our partners to remain anonymous until the booking is completed. Once the Hot Rate booking is completed, we immediately confirm the reservation and reveal the hotel's complete details, including its name and exact location. Once a booking has been completed it becomes a final, non-changeable, non-refundable reservation.
Based upon the previous information, we will not be honoring your request for a refund. 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 /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that if you are going to service people who travel abroad, you all need to be able to give correct information when the consumer is spending their money with your site. As soon as I got to Amsterdam and realized the distance, I immediately called the hotel to tell them I was not coming. I had never been there before so I made sure I covered all my bases. That is fine if you won't refund anything for my hotel when your website bad no clue where it was sending me. I will NEVER EVER USE B
HOTWIRE FOR ANYTHING AND I WILL TELL EVERYONE I KNOW TO NEVER WORK WITH YOU LOSERS! I got ripped off by your company and the lame executives that run this site should be ashamed. I am going to make it my business to drag this so called business through the mud. I am a frequent and avid traveler so screw you guys...LAMES!!!!
Final Business Response /* (4000, 9, 2015/08/22) */
August 22, 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 hotel reservation with Dorint Hotel Amsterdam Airport for June 23, 2015. When creating this booking you wanted to be near Dams Square in Amsterdam and the hotel was not close to where you wanted it to be. Therefore the reservation wasn't used and you are requesting a refund. We regret any frustration this [redacted] have caused.
When you search for a Hot Rate(r) Hotel by address you will see distance ranges. These measurements are straight line distances from the red point indicated on the map to the address you entered. The driving or walking distance is not a straight line distance, so it [redacted] and often is further than the distance shown on our map.
When this reservation was selected and confirmed it was in the area called "Amsterdam Schiphol Airport (AMS) - Shuttle Service, Netherlands". The distance from the Amsterdam Central Station was listed as 4.2 - 12.2 miles to the hotels in the mapped area selected.
At Hotwire, we obtain these deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not. For this reason, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred.
This reservation was not completed by a Customer Service Representative. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. These terms include:
All bookings are final. No refunds, changes or transfers.
Based on the information mentioned above, we are unable 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, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the end of the day, I got the wrong information from the site and the reservation was not used. For them to tell me that I just lost my money is not good customer service at all. They could at least give me half of my money back. I will never use their site again and I will go out of my way to make sure the world knows.

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

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

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, 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

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, 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

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

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, 2015/11/19) */
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.

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

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.

June 9, 2016
 
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]3
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your hotel...

reservation with Suburban Extended Stay Hotel [redacted]. I understand you are unhappy with the unsatisfactory treatment from the hotel. As such, you requested a credit in the amount of $300.
 
We apologize for any treatment that is anything less than exceptional. I can assure you this is not typical when booking with Hotwire.
 
Upon review, I confirmed that on February 4, 2016, a refund was issued for the reservation in the amount of $192.91. In addition, we are more than happy to reimburse the difference in rates between the alternate hotel you booked and your Hotwire booking. To complete this, please send the alternate hotel’s receipt as an email attachment to [redacted]. The review process may take seven to 10 business days and we will reach out once completed.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

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