Hotwire

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

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

the Revdex.com, regarding your booking with Comfort Inn - Trevose, PA on August 24, 2015. We understand that you believe there was an error on the website, and you did not intend to book this hotel. You are seeking a refund for this reservation. We regret any frustration which [redacted] have been caused by this situation.
We always strive to handle technical solutions quickly and with minimal impact to our customers. We have attempted to recreate the error, and have been unable to duplicate this type of error. Prior to completing your booking, the website asks that you review your reservation, confirming the location is within the mapped area selected and the rates as well as taxes and fees associated with the booking. The Terms of Use are provided at this time. You are asked to confirm you have read and understand this in order to complete the booking. A review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking.
At Hotwire, we obtain these deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not. For this reason, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred.
Based on the information mentioned above, we are unable to honor your request for a refund.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 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

Initial Business Response /* (1000, 5, 2015/07/30) */
July 30, 2015
[redacted]


[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 Days Inn Williamsburg Historic Area. Specifically, you are stating that your first booking failed and that you do not have access to the funds that would have been used for that reservation, you do not feel like you received the discount that was advertised for your reservation, and you also state that our agents would not acknowledge that you view this reservation as providing less than advertised. As such, you are requesting Hotwire provide you with an alternate hotel reservation. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
When a reservation is made a hold is placed on your account by your financial institution in anticipation of Hotwire collecting the funds. If for any reason the reservation is unsuccessful and we do not collect the allocated funds, the hold placed on the account would fall off after a period of time determined by your financial institution. If you do not have access to these funds we would encourage you to contact the financial institution that placed the hold on your account.
The crossed out rates and advertised savings percentages are based on the median published rates we have found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Availability is limited and rates are subject to change, our prices are dynamic and vary based on date of booking, length of stay and hotel class.
Our records indicate that you called in stating that you do not agree with this hotels star rating and would like a different property. Please understand that there is no universal or national hotel star rating system. Here at Hotwire we start with Expeda's rating and then modify it based upon Hotwire customer reviews. We have reviewed this hotels score and have found that 81.8% of our customers agree with this hotels star rating and 80% of our customers recommend this hotel.
Based on the information above we will not change this reservation or provide any other compensation. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office

April 27, 2016
 
[redacted]
 
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.
Our records reflect that on February 19, 2016, [redacted] booked a Hotwire Vacation Package which included roundtrip flights from St. Louis, Missouri to Seattle, Washington and a three-night stay at the Days Inn from April 14, 2016, through April 17, 2016.
We understand from [redacted] complaint that on April 7, 2016, he realized that his booking was not for July 14th through July 17th. He contacted our office and was informed that in order to make the change, he would need to pay an additional $1,005.00 which included a $125.00 change fee and difference in fare. [redacted] declined to pay the airline imposed fees and requested that we just change the dates.
After further review, 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.
The services provided by Hotwire are that of a third party intermediary, the airline; in this case Alaska Airlines, is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for the purchase. The customer will also see the airlines name in the transaction information of her credit card statement. As Alaska Airlines was the merchant of record, they are also the party who sets the policy for their tickets. We see no error by Hotwire and as such are unable to change the travel dates without receiving payment from [redacted].
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

December 8, 2017
[redacted] 
In response to Revdex.com case number [redacted], Hotwire itinerary [redacted]
 
Dear [redacted],
 
Thank you for providing additional information.
 
Upon further review of your documentation, we confirmed the first night was booked with Hotwire. We apologize if there was a confusion on that part and we appreciate your patience regarding this matter.
 
As such, we are more than happy to honor a refund of the difference between the reservation rates. Based from your documents, we will process a reimbursement of $305.96 USD. The $30 fare for your transportation from the original hotel to the new property was included.Please note, that the amount paid for the resort fee was not included as we indicated at the time of booking that resort fees are to be paid directly at the property.
 
Please be advised, refunds take seven to ten business days and it's up to your financial institution as to when the funds will be available for use
 
Again, we appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

April 21, 2016
[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 Hot Rate® Hotel...

reservation with Country Inn by Carlson Oakville. I understand you are dissatisfied with your recent hotel booking, as you were charged more than what was quoted to you by our Travel Specialist. As such, you are requesting to refund the difference in rate and an additional compensation for the inconvenience.
Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end.
As discussed over the phone, we are approving to refund the difference in rate, amounting to $20. Once we receive the needed information for wire transfer, it will take 10 to 14 business days to process the refund. In addition, please accept our sincere apologies along with 25 HotDollars which I applied to your account under [redacted]. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate® car rentals and Hot Rate® hotel reservations. Your HotDollars are valid for up to one year from the date of issuance.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

April 25, 2016
[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 car reservation that has been cancelled. I regret you remain dissatisfied with our response.
We take customer complaints and feedback seriously and we strive to provide our customers with the most up to date and accurate information or resolution as possible.
As previously mentioned, we looked into your concerns and found no indication of an error that occurred to cause the unauthorized cancellation of your reservation. Once a booking is cancelled we could no longer be able to reinstate it. Our rates vary depending on availability, you may check our rates online to book your preferred rental or contact us at [redacted] (HOTWIRE) for assistance.
Based on the information above, our decision has not swayed, we are unable to honor your request.
We appreciate your business and regret your Hotwire experience was anything less than exceptional. 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, 2015/12/23) */
December 23, 2015
[redacted] St.
[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 Alamo Rent a Car in Maui. I understand that you are dissatisfied with your car booking because you found a lower rate on December 8, 2015. As such, you are requesting a full refund.
At Hotwire, we work diligently with our partners to offer consistently low rates to our customers. Being that we work with live inventory, rates are dynamic and will depend on what is available at the time that you made the search for a reservation.
After reviewing your account, I confirmed you booked a Hot Rate(r) Car on September 1, 2015. Per the Hotwire Terms of Use, all Hot Rate (r) bookings are 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.
In addition, an information in our Terms of Use and Help Center is addressed as follows:
"Within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates"
Based on that information, I am unable to honor your request for refund.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Complaint Response Date bumped because: Holiday

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, 2015/10/19) */
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

March 9, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted] customer email address [redacted]
 
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 as your hotel booking was cancelled at the time of your check-in.
 
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,
 
Janielle Alarcio
Customer Care Relations
Hotwire Corporate Office

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

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.

August 2, 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 [redacted]s Inn. I understand you are dissatisfied with your reservation because the hotel was sold out and you were not happy with the alternate hotel you were booked at.
 
We apologize for the inconvenience this has caused you. At Hotwire, we guarantee our partners the reservations will be used as they were originally booked. Once a reservation is booked on our Web site, the confirmation information and our payment details are sent directly to the hotel. Please be assured we provided payment to this property for your booking.
 
Unfortunately, overbooking does occur in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates.
 
Upon review, we confirmed that your new hotel reservation is with [redacted] & Suites located at [redacted]. We are confident that this property is equivalent to the original hotel you booked.
 
In addition, when booking with Hotwire, customers can expect a clean room in working order. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation. Because there were no contacts made to Hotwire during your stay, we did not have the opportunity to address your concerns with the alternate hotel.
 
As such, we are unable to honor your refund request.
 
For the experience, I applied 25 HotDollars to your account under [redacted]. One Hot Dollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels, or any Hot Rate® car booking, valid for a year.
 
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

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, 2015/12/23) */
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

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]

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]

Complaint: [redacted]I am rejecting this response because:
Hi:
I am emailing the information to you about my case.
Full Name [redacted]
Email [redacted]
The intenerary # [redacted]
amount 125.53
Revdex.com complaint # [redacted]
Sincerely,
[redacted]Sincerely,[redacted]