Hotwire

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, 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!

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, 2015/08/11) */
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.

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

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

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

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

Initial Business Response /* (1000, 5, 2015/11/16) */
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, 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

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

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23, 2015
[redacted]
[redacted] Avenue
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau, regarding the funds being held due to your account being blocked by our Risk Management team. As stated in your letter, you would like to have these funds released. We regret any concern or inconvenience this has caused.
Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any details. We apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's security. As this case is still under investigation, I can provide you with no compensation or further information at this time.
We hope this helps to clarify that this was a security measure taken to help protect our customer's information. We appreciate your business and look forward to assisting you in your future travels.
We strive to exceed our customers' expectations, and 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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes my money was put back onto my account. But I want to know excalty what investigation is going on. And especially if it envoles my name Nd debit card number. I will gladly help with any investigation as I was a fraud prevention specialist Macy's for 3 years. If you can help me any longer can you please have your risk manegment get hold of me once this is over. I was a loyal hotwire.com customer left high and dry with no compation or any kind of room by your customer service employee. A immediate response will be nice.
Final Business Response /* (4000, 9, 2015/07/05) */
July 5, 2015
[redacted]
[redacted] Avenue
[redacted] CA XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns AS sent through the Revdex.com regarding your Hotwire account. As stated in your letter, you would like more information about the investigation being done by our Risk Management team, and you have offered your assistance. We regret any continued concern this has caused.
While we appreciate your offer of assistance, this matter has been taken over by our Risk Management team, and all further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX) XXX-XXXX. Please leave them a voice mail with your contact information, and they will contact you if they require any additional information.
As this case is still under investigation, I can provide you with no further information at this time.
We hope this helps to clarify that this was a security measure taken to help protect our customer's information. We appreciate your business and look forward to assisting you in your future travels.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26, 2015
[redacted]
[redacted] Dr
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your booking with Comfort Inn - Trevose, PA on August 24, 2015. We understand that you believe there was an error on the website, and you did not intend to book this hotel. You are seeking a refund for this reservation. We regret any frustration which [redacted] have been caused by this situation.
We always strive to handle technical solutions quickly and with minimal impact to our customers. We have attempted to recreate the error, and have been unable to duplicate this type of error. Prior to completing your booking, the website asks that you review your reservation, confirming the location is within the mapped area selected and the rates as well as taxes and fees associated with the booking. The Terms of Use are provided at this time. You are asked 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.
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.
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

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22, 2015
[redacted]
XXXXX [redacted] Dr
[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...

Revdex.com, regarding your car reservation with Hertz for July 22, 2015. We understand that you are requesting a refund due to having booked a car reservation on July 3, 2015. We regret any frustration this [redacted] have caused.
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 for the reservation.
After some research we have found one reservation on your account, which was created on July 6, 2015. According to the notes on the account, we were contacted due to having a change in plans, which resulted in having the wrong dates.
Based upon the previous information, we will not be honoring your request for a 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

Complaint: [redacted]
I am rejecting this response because: this provides no customer service whatsoever. My plans did not change, one of the couples had to cancel due to the pending birth of their adoptive child. A process I might add, costs them $30,000. It seems a little unreasonable that a company as large as hotwire can't provide a little bit of customer service and refund 1/3 is a total transaction.
Sincerely,
[redacted]

November 22, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Customer e-mail address[redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau regarding your failed booking attempt. I understand you are dissatisfied because of the booking that could not confirm. As such, you are requesting a reservation for the same rate that was advertised at that time.
 
At Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed which is a normal process in the banking industry. Since your attempt could not be completed, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies.
 
To clarify, we did not find an error from our end. It shows that your bank did not authorize the transaction, therefore, the reservation could not be completed.
 
Based on the information above, we are unable to honor your price match request.
 
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, 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, 9, 2015/09/17) */
September 17, 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 Mr. [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation.
Our records indicate that on August 19, 2015, the customer self-booked a flight reservation using Hotwire's website, itinerary XXXXXXXXXXX. Travel is with Air Canada from Fredericton, Canada to Zagreb, Croatia, departing on September 17, 2015, and returning on September 25, 2015. Mr. [redacted] claims that the price of his trip was increased with $318.40 without notifying him until after the purchase was completed, and is requesting a refund of the increase amount.
By utilizing a program showing what the customers see during their booking process, we have verified that Mr. [redacted] was provided with the following notification (see attached screenshots):
Price Change
Your ticket price changed from $1043.20 to $1361.60. The airline could not confirm the original price due to pricing or availability changes that occurred after we posted the latest prices on our site. Continue booking or look for a different flight.
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation is completed the booking details, including price, are displayed for confirmation. In addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Hotwire's website.
While we regret Mr. [redacted]'s experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Hotwire is unable to honor his refund request.
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 /* (3000, 11, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While Hotwire claims that the booking details are provided before confirmation of the booking is made, it seems to me that if the price being charged is different from the price being advertised, for whatever reason, that Hotwire should be responsible for showing CLEARLY on the website that the price being charged is ACTUALLY DIFFERENT than the price that the consumer assumes that he or she is going to pay, based on the information provided by Hotwire. After the fact of the booking, the information is much less useful, and causes more grief for the consumer. If this is the usual case, Hotwire should CLEARLY inform all customers that changes in price during the ACTUAL BOOKING are likely to occur. In addition, in attempting to contact Hotwire service people directly to resolve the issue with a minimum of fuss and extra problems and irritation to myself, I was transferred several times, put on hold for at least 35 minutes twice, and once, after talking to a sales representative and asking to speak to a supervisor, was transferred again, and then hung up on, after a considerable waiting period. The lack of access to trained and competent service people is clearly within the purview of Hotwire's professional services to their clients, and the lack of an adequate and professional response (NOTE: merely repeating Company policy in a formulaic fashion is not adequate, or professional). I believe that some recompense for time wasted and energy and good will that was dissipated, would go a fair way to restoring my faith in Hotwire's services. At the very least, a formal acknowledgement of the problem, and an apology would be appreciated.
Final Business Response /* (4000, 13, 2015/10/07) */
October 7, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted] (Revdex.com case number XXXXXXXX). We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
As noted in our previous response, by utilizing a program showing what the customers see during their booking process, we have verified that Mr. [redacted] was provided with, and accepted the increased price, for which the airline was offering his selected itinerary.
Hotwire strives to provide the highest level of customer service, and we are sorry Mr. [redacted]'s recent experience did not live up to that expectation. We regret to hear of the long hold time he experienced when contacting our customer service department. Our agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control over the call volume at any given time.
We have provided Mr. [redacted]'s comments to our management team in an effort to improve Hotwire's overall customer experience, processes, and provide additional agent training with respect to proper call management and system procedures.
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
Final Consumer Response /* (4200, 15, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that this is a pro forma response. I don't expect any positive resolution, as this would indicate that Hotwire has made errors, or are responsible for the interaction with their customers. Thank you (Revdex.com) for your help in this matter.
[redacted]

Complaint: [redacted]I am rejecting this response because: As I have stated previously, I do not accept the token response from Hotwire. Simply put it is the same thing they have been reiterating since the beginning of this fiasco. It started with needing 3-5 days to review the phone call- which I gladly welcomed. Then it became 2 weeks needed to review the phone call. Then it was approved and being processed through Customer Care-allow 7-10 days. Lastly we graduated to some nonsense about manually processing which could take 2 months, What a progression! The current letter submitted through the Revdex.com reflects the level of conscientiousness this company has. The individual so called managing this complaint doesn't even know the nature of the problem she is 'resolving'. This upper management individual referred to my issue with a car reservation. I never had a car reservation. This is about a hotel reservation and misinformation provided concerning fees for a pet. The letter forwarded does not evoke confidence in me. Neither am I interested in Hotwire dollars. I would not utilize this organization againSincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]