Hotwire

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23, 2015
[redacted] Street
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

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

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

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:The way the deals are advertised are made for customers to think they would be getting one of the hotels listed and then instead of them getting one of the hotel they are offered a different low negative rating hotel. Why bother listing the four different hotel brands such as [redacted]. This advertisement is deceiving and untrusting. If I wanted this hotel I would have just went on another website and purchase it at that same price. You showed the 4 different hotels making me think I would get one of those.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23, 2015
[redacted]
[redacted] W [redacted] Ave
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com regarding your reservation with Hilliard Suites in Ohio. I understand you are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the savings you received. As such you are requesting a full refund.
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. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 3-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.
Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 48 hours of booking on Hotwire, if you find a lower total for the same agency with the same travel dates, times and same car type outside of Hotwire.com, we will refund you the difference.
Upon further investigation, I learned that our Travel Specialist extended an exception to rebook you into a new hotel, however this offer was declined. At Hotwire, we obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate reservations.
Based on the information above, I am unable to honor your request for refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No this information is not correct. The customer service rep offered a refund and that we would have to leave but not a new room. When we spoke with the manager he even refused that. I will have to report this as fraud I guess.
Final Business Response /* (4000, 9, 2016/01/05) */
January 5, 2016
[redacted]
[redacted] W [redacted] Ave
[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 Hotwire and the Revdex.com regarding your reservation with Clarion Hotel Milwaukee Airport. I regret you remain dissatisfied with your Hot Rate(r) hotel reservation, as you feel misled with the amount of savings you received and are again requesting a full refund.
Please allow me to further clarify how the savings provided was derived. 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. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption the savings provided was based on this hotel's direct rate as that was not our intention.
As we have double checked the recording of the call you had with one of our Travel Specialists, I learned that he offered to cancel your reservation and issue a refund and advised that you can make a new booking.
At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16, 2015
[redacted]

[redacted] S [redacted] Way
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your correspondence with Hotwire...

and the Revdex.com regarding your Hot Rate hotel booking at the La Quinta Inn & Suites Silverthorne - Summit Co. Specifically, you are claiming that Hotwire provided your reservation information to a third party. As such, you are requesting that we provide you with an explanation of how this occurred and what we are doing to prevent this in the future. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Here at Hotwire our customers security is a top priority, as such we have reviewed your account and the actions our agents have taken while in it. We have confirmed that the confirmation email was originally sent to [redacted]@earthlink.net and that it was not sent to any other address by Hotwire.
As stated previously, we understand that this experience was not ideal and have applied 25 Hot Dollars to your account due to this inconvenience. These Hot Dollars can be used on any future Hot Rate Hotel or Hot Rate Car booking and expire on July 15, 2016. We regret 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 Business Response /* (1000, 5, 2015/08/12) */
August 12, 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 June 20, 2015, Ms. [redacted] self-booked a flight reservation using Hotwire's website, itinerary XXXXXXXXXXX. The customer was quoted a total price of $394.63 for this itinerary; however, the collected amount once the booking was completed was $452.22. We understand Ms. [redacted] is requesting a refund in the amount of $57.59, as that is the difference of price between the quoted and collected amounts.
A refund in the amount of $57.59 was issued on August 12, 2015, back to the original form of payment. The time it takes a refund to post to Ms. [redacted]'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. Hotwire welcomes customer feedback in our ongoing effort to improve upon the customer experience.
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, 7, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

July 14, 2017
 
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. 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. Expedia, Inc. 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 July 11, 2017, Mr. [redacted] booked a roundtrip flight from Norfolk, Virginia to Atlanta, Georgia departing of July 14, 2017, and returning on July 16, 2016. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand from Mr. [redacted]’s complaint that he is requesting a refund for this booking because his intention was to book an evening flight for July 14, 2017. Regrettably, he booked a departure of time of 5:45 AM. When he contacted our office for assistance he was informed that per the term and conditions, the ticket was non- non-ex-changeable, non-refundable and non-transferrable. We were unable to assist Mr. [redacted] with his request.
As Mr. [redacted] acted on his own behalf as the travel arranger, he is responsible to select the proper amenities conducive to his travel needs. Furthermore, as Mr. [redacted] or an authorized user of the account agreed to the Terms and Conditions of the booking.
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

Initial Business Response /* (1000, 5, 2015/09/17) */
September 16, 2015
[redacted]
[redacted] Dr
[redacted] XXXXX
Revdex.com# XXXXXXXX
Itinerary# XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the opportunity to respond to your complaint sent through the Better...

Business Bureau, regarding the retained value for your cancelled ticket with United Airlines, originally purchased on September 20th, 2014. As stated in your letter, you were unable to receive assistance when calling in to use your credit, and are requesting a refund for this value instead. We regret any inconvenience this has caused.
After reviewing your account, we found you cancelled the ticket on October 14th, 2014 and retained its value, as at the time it was non-refundable. United does allow for customers to cancel tickets and retain their value for a future flight, with restrictions. Our agent that helped you complete this process advised you of the fare rules and that you have one year from the date of purchase to use your credit. On September 14th, 2015 you spoke with an agent who offered to have the appropriate department contact you to help use the retained value, but you declined and requested it be done immediately, which was not an option. We apologize if this was not ideal for you, but flights are required to be handled by a specific department.
We researched your ticket with United, and found they have taken control of your retained value as it is too close to its expiration date. Based on this information, we are unable to provide you with a refund. Please contact United before September 20th at (XXX) XXX-XXXX for further assistance. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just to be 100% clear we (both my husband and I spent numerous hours trying to talk with someone that would help resolve the situation) never were given the option to have someone figure this out and call us back.
I respectfully request that you provide us with a full refund at your earliest convenience.
Final Business Response /* (4000, 9, 2015/10/06) */
October 6, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com Case # XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX
Dear Ms. [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding the retained value for your cancelled ticket with United Airlines. I regret you remain dissatisfied with the handling of your situation and are requesting a full refund.
Based on our records, you have contacted us on September 14, 2015 in attempt to use the credit towards a new flight. One of our Agents offered to place a call back request from the appropriate department, however, due to the urgency of the matter, you have declined. I apologize for any action that was anything less than exceptional when speaking with our Customer Care team on September 14, 2015. Please do understand we have a specific department specially trained to handle ticket exchanges which is why such process is in place.
As advised prior to cancelling the ticket, all flight reservations are final and cannot be refunded or transferred. While you are able to exchange this flight for a fee and any applicable fare difference, there are no options for a refund. Please also note, as this is a retail flight with United Airlines, and you were billed directly by the airline. Hotwire did not collect any payment for this reservation.
Additionally, I have determined that your cancelled ticket no longer holds any value for future travel as it is past one year from the booking date, September 20, 2014. This is based on the fare rules from United Airlines. As such, my decision remains unchanged, and I am unable to honor your request for a refund.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
You continue to repeat the same facts over and over again. Not sure you read what I sent in my original complaint. We tried calling back later the same day over and over and over again and no one could or would connect us to anyone that could help us resolve this situation. We over and over and over again kept getting disconnected as we got passed [redacted] and forth over and over and over again from one hotwire person to the next. If someone would have told us that we needed to go to United we would have and the problem would have been resolved. I don't really care if you never collected money from us and United did. We made the reservation through your company. You need to honor the fact that we booked the ticket on your website. I do not plan to go away until I receive complete satisfaction on this matter. I once again respectfully request that you provide a full refund.

Complaint: [redacted]
I am rejecting this response because:  Business refuses to work with me whatsoever, just poor customer service all the way around.  Very uncaring business with no regard.  Will be last time I purchase through them and will be sure to let friends on social media and blogs know if their lackluster customer service 
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2015/07/23) */
July 23, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
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 responding to the consumer complaint from Ms. [redacted] (Revdex.com case number XXXXXXXX) regarding her reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.

Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 16, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
im sorry but when I agreed to the change of date I was talking to a man first earlier in the day, by the time it was 930 at night I was on the phone with someone else a female who said for Saturday the 27 which was june, I can not help that it was a supervisor and that they do no wrong from what another supervisor told me. and made me feel like I done it, which I did not. they also said they keep the recordings of the phone calls and if they do then they should find the very first phone call when I called and hear that I said JUNE 27 not JULY 27 some how the wires got cross and she said july and I must not have heard her say JUlY. Phone number hotwire
X-XXX-XXX-XXXX
5:35 pm on hold for maybe a hour called hotwire again at 7:17 pm same phone number, X-XXX-XXX-XXXX,
Called phone number X-XXX-XXX-XXXX X;33pm
Called phone number X-XXX-XXX-XXXX X;43
Called on thursday June XXX-XXX-XXXX XXXpm called a few times on thrusday june XX XXXX trying to fix date also
Final Business Response /* (4000, 18, 2015/08/14) */
August 14, 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 Ms. [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
For quality assurance, when a call is transferred the agent taking over the call confirms the booking details to make sure they are correct. When the agent processing the exchange provided the date of July 27, 2015, Ms. [redacted] acknowledged the date is correct and the exchange was completed.
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Delta Airlines was the operating carrier on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. Per the airline imposed terms and conditions, this ticket is nonrefundable.
While we regret Ms. [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 provide a refund or compensation regarding this matter.
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

January 31, 2017
 
[redacted]
[redacted]
[redacted], NC 2[redacted]
 
In response to Revdex.com Complaint ID [redacted], customer e-mail address [redacted]
 
Dear [redacted]
 
I am writing in response to your inquiry to Hotwire and the Better Business...

Bureau regarding a hotel reservation. I understand you are dissatisfied with your booking as you feel that Hotwire charged you more than you were supposed to, based from the rate the property showed you.
 
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:
 
- First and last name of the Primary guest.
- Email address used to complete the reservation.
- 10-digit Hotwire Itinerary Number.
 
Once we receive this information, we will be more than happy to research further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 8, 2015/09/25) */
September 25, 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 21, 2015, Mr. [redacted] self-booked a flight reservation using Hotwire's website, itinerary XXXXXXXXXXX. Travel was with US Airways from Columbus, OH to Washington Reagan, DC, departing on September 19, 2015, and returning on September 20, 2015. On September 5, 2015, the customer self-booked another flight reservation using Hotwire's website, itinerary XXXXXXXXXXX. Travel was with US Airways from Columbus, OH to Washington Reagan, DC, departing on September 18, 2015, and returning on September 20, 2015. Both reservations were cancelled by US Airways on September 6, 2015, and marked as duplicate. Itinerary XXXXXXXXXXX was reinstated by the airline, while itinerary XXXXXXXXXXX remained cancelled and per the airline imposed fare rules, nonrefundable. We understand Mr. [redacted] is requesting a refund of the unused reservation.
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 we were unable to resolve his issue immediately during his first call, and that the service he received was less than satisfactory. 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.
While we were unable to verify what was discussed when Mr. [redacted] contacted Hotwire prior to booking his second reservation, we are willing to issue a refund as an offer of good faith. A full refund of itinerary XXXXXXXXXXX, in the amount of $161.20, was issued on September 25, 2015, back to the original form of payment. The time it takes a refund to post to Mr. [redacted]'s account depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
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 Business Response /* (1000, 5, 2015/10/19) */
October 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
In response to Revdex.com Case Number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau regarding your reservation with Days Inn & Suites York in Pennsylvania. I understand your dissatisfaction stems from the amount of savings you received. Hence, you requested a rate adjustment to match the 60 % savings you expected.
Please allow me to further clarify how the savings provided was derived. 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. Due to our understanding of supply and demand 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 this hotels direct rate as that was not our intention.
At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Based on the information provided above, I am confident we provided the lowest pre-tax rate for this property within 24 hours of booking.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire tries to cover up their false advertising tactics. None of the online booking companies do this. I travel a lot and used other companies many times. Here's the problem. The hotel I booked via Hotwire was already available for me for maybe $4 more than what I paid to Hotwire. With AAA registration I would have get maybe even a better deal. Days Inn in York, PA is just across the Sheraton Four Points and only couple minutes away from the Holiday Inn Express. The quality and comfort at these places are much higher than Days Inn. Hotwire claims that just because they are in the same neighborhood these hotels should be considered in the same category. They give the impression that you are getting a deal from a 3.5 star hotel but in fact you get a normal price for a stay in a 2.5 star hotel. Comparison is faulty and their argument has fallacy based on wrong association of two completely different hotels. SO according to their reasoning if there are two hotels in the same neighborhood and one is $150 a night and has 3.5 stars, and the other one is $55 for a night and has 2.5 stars, you would be saving more than 60% by staying in the lower quality hotel. And they do this with highlighting this as a Hot Deal by stating that this hotel is "similar" to the ones you are looking. This is unacceptable! If they state that you can save up to 60% by staying in a lower quality hotel but in the same neighborhood that would be different. But they do not do that because they know they would lose customers to other online booking companies. So they use this misinformation tactic and false advertising strategy to try to compete. This is really a pathetic way to be relevant in this market. They assume the customer is stupid and will stay quiet. I plan to continue my complaint up to the FCC as well. This is a larger problem. It is not only about me but also for all the other customers who they have clearly tricked this way. I also recommend other people who are in my situation to do the same thing. Thank you!
Final Business Response /* (4000, 9, 2015/11/22) */
November, XX XXXX
[redacted]
[redacted] XXXXX
In response to Revdex.com Case Number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation in York, Pennsylvania.
I regret you remain dissatisfied with your Hot Rate(r) Hotel. You feel that the number of recommendations gathered and the savings you got from this hotel were not true.
To address the star rating dispute, there is currently no national or international standard for hotel rating systems, so individual ratings can vary by source. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. The star rating of the Saguaro Palm Springs hotel was most recently evaluated. Based on that review, we are confident the current 2.5 star rating given to this property is accurate.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our travel specialists are available 24/7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 hours of booking on Hotwire, if you find a lower total for the same hotel with the same travel dates, times and same bed type outside of Hotwire.com, we will refund you the difference.
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. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 3.5 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.
Based on the information above, my decision has not swayed. I am unable to honor your request for price adjustment.
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, 6, 2015/08/12) */
August 12, 2015
[redacted]
[redacted] Circle
[redacted]
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 La Tour Belvedere in Montreal, Québec. We understand that, due to medical reasons, you will be unable to use the reservation. As such you were requesting to cancel the booking for a full refund. We regret any concern this [redacted] have caused, and I hope your daughter is feeling better soon.
Per our telephone conversation on August 11, 2015 we have processed a refund in the amount of 351.10 CAD to the American Express card that was used to book the reservation. Please allow up to three business days for the financial institutions to complete the transfer of funds. An email was sent to you at [redacted] confirming the cancellation and full refund.
We appreciate your business and hope to assist 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, 2015/10/14) */
October 14, 2015
[redacted]
[redacted]
[redacted] LA XXXXX
In response to the 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 rental reservation with Hertz car rental from September 16 to September 18, 2015. I understand you are dissatisfied with your recent Hot Rate car booking since there were no cars available for you at the time of pick up.
Unfortunately, overbooking does occur occasionally in the car industry. In such situations, we ask our partners to do their best to accommodate customers into alternate vehicles. We recognize this situation is less than ideal and do our best to work with both customers and car partners to reach a satisfactory resolution for all involved.
In the event a customer arrives to one of our rental partners to find their vehicle is not yet available and the agency is unable to resolve within a time-frame deemed appropriate, we are then able to look into further options. Typically, we are able to resolve efficiently, providing a rebooking into another agency on our Web site.
After reviewing your Hotwire account, I confirmed a refund in the amount of $117.66 was issued on September 16, 2015. We issue refunds in 1-2 business days. Any further questions regarding the specific timeframe of this process will need to be directed to your card company.
Allow me to assure you this is not a typical occurrence for customers booking through our site. Please accept my sincere apologies for any inconvenience this situation created along with a credit of 25 HotDollars. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and hotel reservations. Your HotDollars are valid for up to one year, expiring on October 13, 2016.
After carefully reviewing your account, we determine that we can refund the difference on your new reservation. We require a copy your final rental receipt with a full breakdown of charges for your alternate reservation. We request this document be faxed to X-XXX-XXX-XXXX, or have it emailed to [redacted]@hotwire.com. We process our refunds in one to two business days and it is then up to your financial institution's policies on when the refund will post as available in your account.
I am very sorry to hear about what happened to your family member. We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best Regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This portion of the response is very unclear to me.
"After carefully reviewing your account, we determine that we can refund the difference on your new reservation. We require a copy your final rental receipt with a full breakdown of charges for your alternate reservation. We request this document be faxed to X-XXX-XXX-XXXX, or have it emailed to [redacted]@hotwire.com. We process our refunds in one to two business days and it is then up to your financial institution's policies on when the refund will post as available in your account."
I am not understanding if I am being given the same response which I was given via the phone conversation. The difference is being offered to be returned to me, but I am unclear if it is being offered under the same stipulations from 9/16/2015 which were: the reservation would have to been through hotwire again. I was told during that conversation that I could not be refunded the difference from a third party company. My question and concern is am I going to be reimbursed the difference from Enterprise, which was NOT reserved via hotwire. Again, I did not have the extra money to pay the difference between the two prices.
also, I've never disputed the fact that the initial refund was given to me, the issue was as still is the greater amount I had to pay to get another vehicle at full price. I also understand that overbooking happens, but as I've stated in my initial complaint and during the phone call on 9/16/2015, I did not receive a phone call from Hertz or hotwire, I was told 30 minutes would be the amount of wait time for another vehicle (that did not happen), and a very important trip was pushed back tremendously.
Final Consumer Response /* (3000, 19, 2015/12/17) */
COMPLAINT DESCRIPTION:
December 2. I need someone to call me as soon as possible regarding this situation. My phone number is XXX-XXX-XXXX. I also ask that someone listens to the call between your representative and myself on December 2; from the second phone call. If needed, the case number with the Revdex.com is: XXXXXXXX.
DESIRED RESOLUTION:
I would like to have received my refund as of 12/9/2015 as I was told on 12/2/2015. However, it seems as though I will have to wait even longer. I would like the company to right the second wrong offense against me. I am a consumer of their company and should be treated as such. I should have been honored the verbal contract of receiving my money when I was told I would. I have never felt so degraded as a customer by any company. The refund issue is not why I feel this way, but the way the employees seem to be trained to repeat themselves, as opposed to offering a timely resolution when they KNOW the customer is right and their employee lied. I also feel this way because the employees speak to their customers in a very nonchalant and condescending manner when they realize that the customer is not agreeing with them. I want to be treated fairly as a customer and not lied to, just to shut me up. Besides the money I am owed, since 12/9/2015, I really do not know what can be done to resolve this issue. I can say that the employees need training on speaking to customers, to stop reading a script, and telling lies to customers.
Final Business Response /* (4000, 27, 2016/01/13) */
EMAIL FROM BUSINESS:
She was refunded on 12/29

Initial Business Response /* (1000, 5, 2015/08/22) */
August 22, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with Omni Providence Hotel on August 29, 2015 in Providence, Rhode Island. We understand that you are asking about the star rating for the property, and you have questions about the fees associated with this reservation. You are seeking to cancel this reservation for a refund. We regret any inconvenience caused by this situation.
As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, Omni Providence Hotel is listed as a 4.0-star hotel on Hotwire. I have verified this property has a 4 star hotel rating on TripAdvisor.com, Expedia.com and Trivago.com as well.
The cost of your hotel booking charged by Hotwire is the total of: the indicated room rate multiplied by the number of days in your reservation, plus an additional amount for taxes incurred and our service fees to cover costs associated with your booking your reservations. We are unable to provide a more detailed breakdown of taxes and fees but Hotwire displays the total cost of your reservation before booking to assist you in making a selecting a hotel.
Prior to completing this booking, you selected a box indicating you accepted the Hotwire Terms of Use. In doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price that was listed for your review; including the room rate displayed on the site plus tax recovery charges, service fees, and where applicable, taxes on our services.
At Hotwire, we obtain our deeply discounted 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. For this reason, reservations are booked as non-refundable and non-cancellable.
Because of the above information, Hotwire will not be refunding this reservation.
Hotwire guarantees our customers will have a clean and safe stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) XX hours a day, seven days a week, so that we [redacted] work to make the situation right for you.
We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand why they have the policy they have, but I do not like it and I will not be using Hotwire again.

Initial Business Response /* (1000, 5, 2015/11/04) */
November 4, 2015
[redacted]
[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 Revdex.com...

regarding your hotel reservation at The Regency Hotel in Dallas, Texas. I understand you are dissatisfied with the results of your booking, as you read negative reviews of the hotel online. You did not use the booking, as such, you are requesting a full refund.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. 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.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. As I understand this was not the case with your reservation, please accept my sincere apologies. Allow me to assure you Hotwire prioritizes the safety and cleanliness of a property as a matter of upmost importance. This is not typical of what our customers can expect when booking with Hotwire.
Upon review of your account, and check the reviews online, I feel a full refund in the amount of $57.17 is warranted in this situation as an exception to our normal nonrefundable policy. The refund typically takes 1-2 business days for the funds to return to your financial institution. 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 hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/27) */
January 27, 2016
[redacted]
[redacted] Ave
[redacted] XXXXX
In response to Revdex.com case 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 reservation with Alamo. I understand you were dissatisfied with your recent Hot Rate(r) reservation as the refund that was promised was not immediately processed and you had to call Allianz Global Assistance for reimbursement on your rental car protection.
After further review, I confirmed that you made a roundtrip car booking on December 15, 2015 at Oakland International Airport, which you requested to change with one of our Travel Specialists as it was supposed to be at San Francisco International Airport. However, you were not advised to contact the insurance provider to transfer the policy to your new booking, instead another policy was added on your new reservation. Allow me to assure you this is not typical as to what our customers can experience when booking with Hotwire.
Please be advised, the refund on your initial booking was processed on January 14, 2015 in the amount of $213.41. While we issue our refunds within 1-2 days of processing, it is up to your financial institution's policies on when the credit will post to the account.
To further clarify, the rental car protection offered on our site is through Allianz Global Assistance. The payment is charged directly from them, not Hotwire. As such, refund can only be requested directly through them. I reached out Allianz Global Assistance on your behalf. Upon speaking with them, I confirmed that the initial policy you purchased was already refunded on January 14, 2015. For more information, please contact Allianz Global Assistance at X-XXX-XXX-XXXX.
Please accept our apologies along with 25 HotDollars for the delay with the refund process. I applied this credit to your account under [redacted]@ymail.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) Cars. Your HotDollars are valid for up to one year, expiring on January 27, 2017.
We appreciate your business and regret your Hotwire car experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

August 12, 2017
 
Mrs. [redacted] A [redacted]
[redacted].
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear Mrs. [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with Ibis Paris 17 Clichy-Batignolle. I regret you remain dissatisfied with the previous information we provided.
 
Please be advised it is already at the discretion of the property to require such fees to their guests at the time of their stay.
 
As previously mentioned, we indicated in our Terms and Conditions that you may have to pay the hotel directly for any other additional charges. Again, we are unable to post certain specifics about the hotel such as pet fees for a property that is advertised as pet friendly, or any other associated fees. This would break our agreement with our partners to keep them anonymous until the booking is completed.
 
In regards to your previous reservation at Comfort Suites in Galveston, our promise was to provide a property that is near beach as indicated in your reservation. This property is a 4 minute-walk to the beach which makes it absolutely beach nearby. If a customer wants a hotel that is beachfront, we have filters to make sure that the hotel suits the customers’ preference. You may search for a property on our website that is advertised as “beachfront” using our filter options.
 
Based on that information, our decision remains final.
 
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,
 
[redacted]Customer Care RelationsHotwire Corporate Office