Hotwire

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: [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, 2015/08/04) */
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.

February 28, 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 Rosen Centre Hotel. I understand you are dissatisfied with your reservation because the hotel did not have any rooms available at the time of your stay. As such, you requested a refund.   Upon review, your full refund was issued today. Please be reminded, refunds take one to two business days and is up to your financial institution as to when the funds will be available for use.   In addition, 25 HotDollars was applied to your account for the inconvenience. One HotDollar is equivalent to one US Dollar that can be used in booking any HotRate® hotels or any HotRate cars, valid for a year.   Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.   Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/10/19) */
October 19,2015
[redacted]
XXXX XXth Street
[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 regarding your recent...

reservation in Intercontinental Los Angeles.
I understand you are dissatisfied with your reservation. Your dissatisfaction stems from the hotel received. You feel it does not merit the 5.0-star rating. In addition, you have seen other sites such as Expedia provide a lower rating for the same establishment. As such, you are requesting a cancellation and refund of your reservation.
On Hotwire, we service two types of hotel reservations: Hot Rates Hotels and Hotels. For Hotels, hotel details are provided prior to booking and [redacted] 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 Hot Rates Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hot Rate Hotel.
As I reviewed the property and the current star rating I found that the property is tagged as a 4.5 star rating. While our reservations a typically non-refundable, we processed an exception refund on 10/07/15 in the amount of $1,619.22. Refunds are processed in 1-2 business days. From there please contact your financial institutional to find out how quickly the funds will be available.
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, 2015/07/15) */
July 15, 2015
[redacted]
6 [redacted] Drive
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX

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

unsubscribing from our marketing emails. We understand that you no longer wish to receive marketing emails from Hotwire, and have had difficulty unsubscribing. We regret any frustration or inconvenience this [redacted] have caused.
We were able to confirm that the email [redacted]@pobox.com has been taken off the subscriber email list per your request.
Please feel free to log into your account to verify the radial button does not have a check mark in it. If it does or you continue to receive emails from us please call customer service at 1-866-HOTWIRE (XXX-XXXX) so they can file a request to further look into this issue.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As a computer expert, I did not experience any challenges Unsubscribing from the Hot Wire system. The problem is that the Unsubscribing procedure did not work. I believe this is purposeful in order to continue sending me unsolicited e-mails. I appreciate that Customer Relations weighed in to make the final determination that I have been removed.

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

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

with Hotwire as sent through the Revdex.com regarding your Hotwire account. I understand you were dissatisfied with your recent Hotwire reservations because your existing account has been deactivated.
After reviewing your account, I confirmed that the Hotwire account mentioned above was blocked by our Risk Management.
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. Since these reservations were blocked by our risk management.
Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. **l further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23, 2015
[redacted]
[redacted] CA XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with the Glen Capri Inn &Suites - San Fernando Rd. We understand that you were not booked into the Extended Stay America property you requested, and as such, were seeking a full refund of the reservation. We regret any frustration this [redacted] have caused.
We can confirm that your reservation was cancelled and refunded on July 16, 2015. Your refund in the amount of $244.07 was processed to the Visa card used to book the reservation, and the funds should now be available for your use.
In order to obtain a $15.00 refund for the Trip Protection that was included with this booking, we ask that you contact Allianz Global Assistance directly, as we do not retain these funds. They can be reached at X (XXX) XXX- XXXX. In order to identify the policy, please use the policy number HXXXXXXXX when you call.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
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, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
all costs have been resolved. Thanks for your help.
[redacted]

Initial Business Response /* (1000, 5, 2016/03/19) */
March 19, 2016
[redacted]
XXXXX [redacted]
[redacted] MD 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 Days Inn & Suites Fort Myers Near JetBlue Park. I understand your dissatisfaction stems from finding out the hotel did not have your reservation at the time of check in. As such, you are requesting reimbursement of the difference in rate of the reservation you made directly with the hotel.
Upon review of your account, I confirmed that you contacted us and spoke with our Travel Specialists on February 8, 2016. A refund was processed after our Travel Specialist verified the situation with the hotel. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved.
Allow me to assure you this is not typical of what our customers can expect when booking with Hotwire. I apologize for the inconvenience this situation has caused you. In order to review further, please send us a copy of your hotel receipt as well as a copy of your credit card statement reflecting the hotel charge. Please send it as an attachment to [redacted]@hotwire.com. Once we receive these documents, we will review them for a possible refund for the difference in the amount originally paid and the actual cost of your stay at the property.
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

April 11, 2017
 
[redacted], IN [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 booking with Hotel Pigeon Forge Inn-Suites. I regret you remain dissatisfied with the previous information we provided. I understand you requested 150 HotDollars as compensation.
 
Based on the details of your experience, we feel that 50 HotDollars is an adequate compensation in regards to this matter. As Hotwire has not given the chance to rectify the situation at time of your stay, we are unable to honor your compensation request.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/12/14) */
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

March 18, 2017
 
[redacted] General Delivery [redacted], CA [redacted]
 
In responsible Revdex.com Complaint [redacted], Hotwire Itinerary [redacted]@gmail.com
 
[redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your failed booking attempts. I regret you remain dissatisfied with the information we provided. I understand you feel that there was a glitch on our website which causes the failed bookings.
 
Upon investigation, we only saw one transaction under your account linked to your e-mail address [redacted]@gmail.com which was on March 15, 2017. It failed due to the incorrect addressed entered. Upon checking further, the agent was not able to complete a reservation while your bank was on the line since you did not want to proceed any further.
 
In case you are having the same error, I suggest you connect with our customer service to make a three way call with your bank to confirm your details.
 
As we previously mentioned, 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. 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.
 
We remain confident our business model is meeting the needs of our company’s goals. We do place great value on your feedback. We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

March 7, 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...

Ramada Monument Lodge. I understand you are dissatisfied because of not receiving the refund in the amount of $100 we promised back in January 2017. We appreciate your patience regarding this matter.
 
Upon review, I confirmed that your refund is currently in process. We recognize this is taking longer than the timeframe we provided.
 
Please allow us more time to complete your refund. Rest assured that we are working with Finance to get your refund issued as quickly as we can. We will make sure to notify you once we have an update of your refund.
 
Our goal is to exceed your expectations; we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

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, 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, 2015/11/16) */
November 16, 2015
[redacted] CT
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservation. I...

understand you are dissatisfied with your recent car booking because of the difference in rates for changes the pick up or drop off time. As such, you want a refund for the difference in rates.
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we [redacted] 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 Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire is asking me for addision information which I provided to them in my original letter to them. Here is the info they are asking for:
My Email address: [redacted]@att.net
Hotwire (original) itenary number #XXXXXXXXXX
Hotwire (rebook) itenary number #XXXXXXXXXX
Final Business Response /* (4000, 11, 2015/12/03) */
December 03, 2015
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your car reservations with Enterprise and Hertz. I understand you are dissatisfied with your Hot Rate(r) Car reservation as you were not able to change the dates of the booking and were only given an option to rebook the reservation which resulted in a different rate.
At Hotwire, 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.
After reviewing your reservation, I see the type of rental you booked is a Hotwire Hot Rate(r). These types of rentals, are booked as 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.
Upon further investigation, we do not have a report of a system glitch at the time you booked the reservation. However, our Travel Specialist still extended an exception to rebook your reservation with the right pick up and drop off times. As we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demand. Upon completing the booking, 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 car rentals.
Based on the information above, I am unable to honor your request to refund the difference in rate of the new booking.
We appreciate your business and regret your Hotwire car experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Revdex.com:
I'm not totally happy but there willing to get me and family into a nicer place that's all I wanted and was willing to pay the difference
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/13) */
September 13, 2015
[redacted] E [redacted] Court
[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 the Hotel Icon in Houston, TX. We understand that you were charged an additional fee of $30.00 per night to upgrade your room to one with two beds. As such you are requesting a refund of the $60.00 total fee charged by the hotel. We regret any concern this situation [redacted] have caused.
We confirmed the type of reservation you booked is a Hotwire Hot Rate reservation. Because our Hotwire Hot Rates are final reservations, our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete; such as bed type. While we ensure the property will accommodate the number of guests provided for sleeping, we are unable to guarantee any specific bed type or their sizes. These restrictions enable our partners to better manage their unsold rooms. After further research, we have verified that the room-type you were accommodated with upon check-in was one queen, which is considered appropriate accommodations for the two guests booked. Because we service our partner's unsold rooms, room type is determined by the hotels availability.
If the numbers of beds are important in your travels, Hotwire also offers standard rate hotels. With these you are able to book with the knowledge of the exact hotel name, address, room type, and any fee requirements the hotel [redacted] have.
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, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had originally filed this Revdex.com complaint against the Hotel Icon in Houston, TX. I had assumed that Hotwire was innocent and had no knowledge of Hotel Icon's fraudulent business practice of Bait-and-Switch. The Houston Revdex.com changed the complaint to Hotwire and moved the complaint to the Oakland Revdex.com. I thought Hotwire needs to know what their business partner is doing so I agreed to file the complaint against Hotwire.
I am absolutely stunned at your response. You have just confirmed that Hotwire is fully aware and condones that their customers are being baited and switched. I did a search on the internet and found hundreds and hundreds of complaints against Hotwire. Wow, I seriously wonder how you stay in business with how you treat your customers. I will never use Hotwire again.
No, Hotwire, my next step is not to contact your customer care. Should you choose not to refund my $60, my next step is to share what happened to me, and the other people you have ripped off, on social media so that my friends and acquaintances will ever use you again.
Final Business Response /* (4000, 9, 2015/09/22) */
September 20, 2015
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted]:
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your stay at the Hotel Icon located in Houston, TX. You state in your additional correspondence that you feel you were misled by Hotwire and the Hotel Icon; as such you are requesting a refund of $60. I apologize for any confusion you [redacted] have had while using our site.
Hotwire tries to be very clear during the booking process; as such it is stated in the Terms of Use on the final page in bold bullet points that were agreed to that, "Rooms sleep the number of guests. Number, type and size of beds aren't guaranteed." As one Queen Bed will sleep 2 guests, nothing misleading has been done on the part of Hotwire or the Hotel Icon.
We understand that Hot Rate bookings are not for everyone. In the future when a specific number of beds or bed types are required, booking on the hotel side of hotwire where the bed number, sizes and types can be seen and chosen is recommended.
Based upon the information above, I can assure you, you were not misled in any way by either party. As such we will not be issuing a refund. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Do you assign 3 people to a King size bed?