Hotwire

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]

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

Initial Business Response /* (1000, 5, 2015/11/16) */
November 15, 2015
[redacted] Dr.
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted]@me.com
Dear [redacted],
I am writing in response to your inquiry to Hotwire and Better Business...

Bureau regarding fraudulent transactions. I understand you are seeking information regarding recent bookings, as well as requesting Hotwire's Fraud Department to contact you and remove unauthorized charges made to your account.
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 a customer feels a fraudulent booking took place, we provide a service permitting a customer to file a fraud report for further investigation.
We recommend to please submit a report directly with your Financial Institution. Any pursuance made to get reimbursed for the unauthorized charge must be done with them.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire refuses to eliminate the account associated with the email account [redacted]@me.com. The [redacted]@me.com account has my last name listed as [redacted]. My Hotwire account is associated with the email account [redacted]@gmail.com. I never received a call from Hotwire's fraud department, I filed a claim with their Risk Management team.
My Hotwire risk management reference # is XXXXXXXXXX
So the issue has not been resolved. This is an internal Hotwire software issue, it has nothing to do with my bank.
Final Business Response /* (4000, 9, 2015/12/01) */
December 01, 2015
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted]@me.com
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding the unauthorized Hotwire transactions under [redacted]@me.com. I regret you remain dissatisfied with the handling of your situation.
After reviewing your account, I confirmed that all the bookings were a Hot Rate (r) Hotels. Per the Hotwire Terms of Use, all bookings are final and cannot be refunded. Prior to completing these bookings, you selected a box stating you read, understood and accepted those conditions.
As previously mentioned, if you believe a transaction is fraudulent, we recommend reporting this directly with your financial institution. Any request to be reimbursed for an unauthorized charge must be done with them.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 12, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a question of a fraudulent transaction, this is a question of a phishing email distributed by Hotwire for "Hotwire Deals." Once the person on the receiving end opens the email a Hotwire account is generated with the person's last name as [redacted]. I had been a loyal customer of Hotwire for almost ten years, they were an excellent company before being absorbed by Expedia. Now there is No "Customer" in customer service. I have never received a phone call from Hotwire's Risk Management team to address my concerns of an unauthorized account attached to an unauthorized use of an email address.
The Hotwire Risk Management team has not read the complaint that I filed with the Revdex.com properly. Hotwire continues to harp on the issue of a transaction dispute, Not an unauthorized Hotwire account generated from a phishing email sent out by their company.
I have asked Hotwire repeatedly to remove the phishing account associated with the unauthorized email account that contains an empty profile, my first name and last name as [redacted]. I asked that Hotwire retain only the Hotwire account that I set up myself ten years ago, and delete the phishing account associated with my name.
Hotwire has refused to acknowledge my request. I have had to expend an exorbitant amount of time and energy trying to resolve this issue with Hotwire. In closing; I have had to move on to Expedia's corporate headquarters in San Francisco for help with my concerns and a resolution to the phishing email/ bogus Hotwire account issue.

Initial Business Response /* (1000, 8, 2016/01/05) */
January 5, 2016
[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 The Fairmont Chateau. I understand your dissatisfaction stems as the amount you paid was higher compared to the amount we quoted online. As such, you requested to refund the difference between the rates amounting to CAD64.86.
After reviewing your account, I confirmed we processed a refund in the amount of CAD64.86 on December 15, 2015. Refunds take 1-2 business days to process and it is then 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 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, 2015/07/05) */
July 5, 2015
[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 car rental reservation with Alamo at the Port Columbus International Airport. We understand that you were charged a per mile fee for this reservation, though you had been assured by Hotwire that the booking included unlimited mileage. As such you are seeking a refund for the mileage fees. We regret any frustration or inconvenience this [redacted] have caused.
As per our telephone conversation, I have advised our finance department to send you a check in the amount of $275.10. This represents the amount that you were charged by Alamo for mileage. Your check will be mailed to the address you provided.
Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns. If you have any questions or additional 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 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, 2015/10/27) */
October 27, 2015
[redacted]
[redacted]
In response to Revdex.com case number [redacted],
Hotwire Itinerary [redacted]
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your car reservation in Toronto Lester B Pearson Airport. I understand you are dissatisfied with your recent car rental specifically with the millage restriction. Hence you want us to refund $60 back to your account.
At Hotwire we strive for clarity on the site. To ensure this, we provide the following information in our Hotwire Travel Products Rules and Restrictions under Car Rental Restrictions:
Car-rental bookings and reservations available through this Site are subject to the published conditions of carriage and rules of the applicable rental agency.
For convenience, I have included a link to our full Hotwire Terms of Use relaying our product rules and restrictions http://www.hotwire.com/about-hotwire/other-resources/hotwireAgreement.jsp
As previously stated, upon signing Budget's contract accepting their stipulations pertaining to mileage and geographical restrictions, any additional charges assessed become the responsibility of the signee. Since the type of reservation you booked was one of our Standard Rates, cancellation was permitted at any time.
Based on the information provided above, I am unable to honor your request to refund your reservation.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1.
The rationale used by the merchant to refuse my claim is baseless and irrelevant to my claim.
2.
The vendor, Hotwire, clearly states that the product they were advertising for sale, the car rental, was for UNLIMITED MILEAGE. If the merchant, Payless Car Rental, had a different rule for renting out cars then this was a clear deception and fraudulent misleading of the consumer by the vendor.
3.
To expedite its sale and associated revenues, vendor misrepresented the product to deceive me, the consumer, into entering into a contract with the merchant.
4.
By presenting the merchant's product, the car rental, to the customer on their website, the vendor has ipso facto taken on the responsibility to accurately represent the details of the product. Stating something that is clearly contrary to the rules of the rental of the merchant, is a misrepresentation, fraudulent deception, and an illegal contractual negotiation.
Final Consumer Response /* (3000, 27, 2016/01/22) */
This case was NOT resolved. HOTWIRE promised a refund in their last communication to Revdex.com. They mentioned that I would receive the refund by Dec. 29, 2015. Today is Jan. 16th, 2016 and I have still not received any refund or further communication from HOTWIRE.
Please DO NOT mark this case as resolved because this appears to be the original intention of HOTWIRE - to prolong the issue until the parties withdrew/exhausted/dropped the case.
Final Business Response /* (4000, 29, 2016/02/07) */
February 7, 2016
[redacted]
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your car reservation with Payless Rental car at the Toronto Lester B Pearson Airport. I understand your dissatisfaction stems from the extra charge imposed by the car rental agency due to additional mileage.
At our previous response, we have asked you to send us a copy of the receipt from the rental agency for further investigation. I have confirmed we have received the needed documents on November 26, 2015. After further review, we approved to reimburse the extra charge imposed for additional mileage in the amount of $57.21 on February 5, 2016. Please allow us 10-14 business days to process the refund as we have forwarded the necessary information needed to wire transfer the funds to the right department.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 9, 2016/01/29) */
January 29, 2016
[redacted]
[redacted] N [redacted] Rd [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 Hertz Car Rental. I understand you are dissatisfied with your recent car booking as you indicate you were not informed the agency may require credit check when using a debit card. As such, you requested a refund.
When booking a car rental on our Web site, we require customers to select whether they are using a credit card or debit card for deposit. If customers select they are using a debit card, they are them prompted to select whether they are a local renter or if they are travelling with proof of a round trip ticket. Additionally, some rental agencies require a credit check. We do not proactively provide this information to our customers as this only varies depending on rental location.
Upon review, I contacted Hertz and I learned they require soft credit inquiry for debit card users which does not affect your credit report. And if a customer is denied service upon arriving to the agency for not meeting the rental requirements, we recommend contacting Hotwire Customer Service at X (XXX) XXX XXXX.
After further review, I confirmed you contacted us on January 4, 2016 to inform us you were unable to pick up the car due to the credit check requirement which Hertz verified. As an exception to your non-refundable reservation, I am able to honor your refund request in the amount of $111.01. 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, 11, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept your offer of a refund, thanks!

EMAIL FROM CONSUMER:I do need to edit my complaint slightly, I accidentally typed the wrong date. Everything happened on March 18, 2016 not March 19th.Is there anyway to change that?Thanks[redacted]

Initial Business Response /* (1000, 5, 2015/12/14) */
December 14, 2015
[redacted] W. [redacted] Cir.
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your car reservation under Alamo car rental in Omaha Airport. I understand you are dissatisfied with your recent car reservation, specifically because you were charged an additional $120.15 by Alamo. As such you are requesting a full refund.
In review of your account, what you have book is one of our prepaid standard rate that you will pay the reservation at the counter. The amount agreed at the time of booking was $203.11. We can review the situation further if you share the receipt with us. This will allow us to determine what specific things the agency billed for.
We request this document to be emailed as attachment to [redacted]@hotwire.com. Once we receive this documentation, it will take 7-10 business to review further and provide an update.
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: I refilled the claim for the third time, six days ago and have not received any sort of response from your companySincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Date Sent: 9/1/2017 3:20:24 PM
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Here is my response    1) passenger's name: [redacted]   2) email use: [redacted].com   3) iternanry #: [redacted]
Sincerely, [redacted]Sincerely,[redacted]

Complaint Department
 
 
Re: Hotwire Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear [redacted] did not accept our response and/or resolution offered.
 
As previously advised, on March 28, 2017, the airline will issue the refund to the customer’s original form of payment. The refund timeframe from the airline is up to 8-weeks; which is a standard for all airlines.
 
Since the airline will refund the customer Hotwire cannot honor the refund request nor expedite the refund timeframe from the airlines.
 
Hotwire considers this matter as closed and will no longer address this matter any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
[redacted]
Corporate Customer Service

Initial Business Response /* (1000, 6, 2015/07/16) */
July 16, 2015
[redacted]
XXXXX [redacted] Drive
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with the Best Western Old Colony Inn - [redacted], **. We understand that you were dissatisfied with your booking results, as the hotel was not among the examples provided at the time of booking for a 3-star hotel, and you found Best Western listed under our 2.5-star collection. As such you were seeking a refund for the reservation. We regret any concern this [redacted] have caused.
Our records show that you called in to speak with one of our Customer Care Representatives on July 2, 2015. You were able to take advantage of our offer to cancel your booking with the Best Western Old Colony Inn - [redacted], ** for a full refund, and book another hotel in its stead. We hope you enjoy your stay with the Holiday Inn Express - [redacted] Fort Belvoir.
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 Business Response /* (1000, 8, 2016/01/04) */
January 4, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue from our...

customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on September 26, 2015, Ms. [redacted] booked roundtrip flights from Los Angeles, California to Bangkok, Thailand, traveling November 22, 2015, through December 1, 2015. Ms. [redacted] also purchased travel insurance. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Hotwire's website, without the assistance of a Hotwire representative.
We understand from Ms. [redacted]'s complaint that she and her travel party missed a connecting flight in Beijing, China by 30 minutes due to falling ill from the elements. Ms. [redacted] states that she contacted Hotwire and was initially told that everything would be taken care of but, that the agent later "change his mind." She then escalated to a supervisor.
Our records confirm that on November 30, 2015, Ms. [redacted] spoke to a Hotwire supervisor because she needed to reschedule the missed flight due to medical reasons. She asked if she could be fully reimbursed for purchasing a new flight. Our representative checked the terms of the flight protection and advised that the insurance company will fully reimburse if the reason for post travel interruption was covered under their policy. Ms. [redacted] was instructed to file a complaint with the insurance company for refund consideration and advised that the request was subject to their approval. In her complaint, Ms. [redacted] mentioned that her claim was denied for lack of medical records. We regret to hear that Ms. [redacted]'s vacation experience was not to her satisfaction, but we are unable to offer any compensation for factors outside of our control.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/08/04) */
August 4, 2015
[redacted]
[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...

Revdex.com, regarding your booking with Hertz, in Nashville, Tennessee on July 23, 2015. We understand that the car size you reserved was not available at the time you arrived to pick it up. As such you are asking for a refund. We regret any inconvenience this situation [redacted] have caused.
We were able to verify that Hertz was not able to accommodate you at the time of your arrival. Because of mechanical issues, you eventually accepted a smaller size car for this rental period.
Hotwire Hot Rate(r) reservations provide you with the ability to lock in the amazing rates you find on our website. As compensation for this issue, we have added 30.43 HotDollars to your account. Each HotDollars is equal to one US dollar, and can be used toward any Hot Rate(r) car or hotel reservation on the Hotwire site. Your HotDollars will expire one year from the date of issue, on July 22, 2016.
Because you did accept the smaller vehicle, and use it for the full duration of the rental period, Hotwire will not be able to provide any refund 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 /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I did not accept the smaller car. I was forced to take the car because I wasn't given any other option and a refund was not an option either. So because I couldn't afford to lose my money and get another rental from a different company Im being penalized. And it seems like I'm being forced to use this company again in order to take advantage of the compensation.

March 17, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Quality Inn Central Denver. I regret you remain dissatisfied with the information we previously provided.
Upon review, the screenshot does not validate that the price didn’t change before you entered your information or before you confirm your reservation as the price can always change throughout the booking path.
While I understand the screenshot shows a lower rate than the rate you booked, the deal in the screenshot could be for a different hotel.
As previously mentioned, you lock in the rate available at the time. I can assure you we work with our US and international partners to get the best rates on hotels. If you find a lower rate on another website for an identical booking, before 48 hours of your check-in, we will pay you the difference between the rates.
Based on that information, we are unable to honor your refund request.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:
...my complaint involved several items of concern, and the response from Hotwire did not address allof them. I understand that my credit card company was charged by Allianz for the coverage. If I inferred otherwise, I apologize.
I also wanted to make clear in my complaint that neither Hotwire nor Allianz explain the difference in calculation of rental days/dates prior to the purchase of the coverage. I have received three explanations, Allianz customer service, Hotwire Support and my Revdex.com response, that should be displayed at Hotwire's website prior to a customer being able to purchase the coverage!
I will conclude by writing that I am disappointed to read a response which communicates to me a defense of paying out $9 coming from a representative of a company whose advertising tenor is best deals. However, I hope that Hotwire can please respond to the item I mention in this response to them.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23, 2015
[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 reservation with Super 8 - Fisherman's Wharf Area in California. I understand you are dissatisfied with your recent hotel reservation, specifically with the sleeping arrangements. You are being provided one bed for three guests. As such you are requesting for refund.
We take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) Hotels. Our target audience is the flexible traveller looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete. Therefore, our product offerings [redacted] not always meet the needs of every traveller.
All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. Some properties [redacted] offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservation. Our partners will do their best to make your stay as comfortable as possible.
I have reviewed your account, I confirmed that the reservation was booked for 1 room, 2 nights and for 2 adults. We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate(r) Hotels.
Based on the above information, the hotel provided you with a room able to accommodate the number of guests booked. Therefore, I am unable to honor your request for 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
Complaint Response Date bumped because: Holiday