Hotwire

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.

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]

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, 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]

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, 2015/07/23) */
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, 8, 2016/01/04) */
January 4, 2016
[redacted]
[redacted] Road
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customers Email: [redacted]@hotmail.com
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your transaction with Hotwire. I understand your dissatisfaction stems from you claiming that the dates on your hotel reservation are incorrect. As such, you are requesting a full refund.
I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried check the email you provided on the complaint without success. So we may locate the reservation you are referring to, please reply with the following information:
- Email address that was used on the reservation
- Itinerary number.
- Name on the reservation.
Once we receive this information, we will be able to search further.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 10, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]@hotmail.com
[redacted]
hotel was September 19th 2015 but was make August XX XXXX

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]

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

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

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

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

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, 2015/06/23) */
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, 2015/09/13) */
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?

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, 2015/07/22) */
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

May 10, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Hotwire Case: [redacted]
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.
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms. [redacted]’s complaint. At this time we are requesting Ms. [redacted] please provide an itinerary number for his booking and the email address associated with her Hotwire account. This information will enable us to appropriately address the situation and upon receipt, Hotwire will be able to assist further.
Again, 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]
Corporate Correspondence Team