Hotwire

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, 2015/07/16) */
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

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, 5, 2015/09/01) */
September 1, 2015
[redacted]

[redacted] Circle
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted]
Thank you for reaching out to us so that we [redacted] address your...

concerns sent through the Revdex.com regarding your stay at the Country Hearth Inns & Suites - Galloway / Atlantic City. Specifically, you state that you disagree with the hotel star-rating and in your original correspondence expressed your desire for a swimming pool. As such, you are requesting compensation for this reservation. We regret any frustration this [redacted] have created, and appreciate the time you took to again express your concerns.
Please understand there is no standardized national or international star-rating system. As such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stay. Both Expedia and Hotwire have determined that this property is a 2.5 star hotel. We are confident that our star rating is correct for the Country Hearth Inns & Suites - Galloway / Atlantic City.
While reviewing your account we found that your original concern was that this hotel does not have a pool. When making a reservation on Hotwire.com we provide a list of amenities offered at each property. This particular hotel was never advertised as one with a pool; if in the future there is any amenity that you require we encourage you to look at the amenities offered or to use our search filter to only show reservations with your desired amenities, star-ratting, or more.
Based on your previous correspondence with our Customer Care team, Supervisors, Managers, and the information provided above we will not provide you with compensation for this Hot Rate Hotel reservation. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best Regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Having a pool was NOT our concern! The MOTEL was our concern! Most definitely NOT a 2 1/2 star HOTEL. A zero star MOTEL! I posted pictures of this property on Hotwire's face book page. We have booked on Priceline hundreds of times and have NEVER had a problem with there star ratings. Hotwire's insistence that this is a 2 1/2 star HOTEL is ridiculous!
Final Business Response /* (4000, 9, 2015/09/13) */
September 13, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted],
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at Country Hearth Inns & Suites - Galloway / Atlantic City. Specifically, you still disagree with this hotel star-rating. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
As you were previously advised there is no standardized national or international star-rating system. As such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stay. Both Expedia and Hotwire have determined that this property is a 2.5 star hotel. We are confident that our star rating is correct for the Country Hearth Inns & Suites - Galloway / Atlantic City.
Based on your previous contacts with us and the above information, we are confident that the star rating listed for the Country Hearth Inns & Suites - Galloway / Atlantic City is accurate at 2.5 stars. 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
Final Consumer Response /* (4200, 11, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I posted pictures of this motel on Hotwire's Facebook page. Hotwire insists we did not complain, we refused to stay there! Hotwire claims to have investigated, all they need to do is look at the pictures! The motels pictures on the web are not true to life! There were wires hanging from the tv and microwave! I checked to see what Priceline rated this MOTEL and they give it ONE star! I would not be so generous as to give it any star! I have since investigated Hotwire and found that they lost a class action lawsuit for this very same thing! I deserve a full refund! Hotwire refers to this MOTEL as comparable to the Comfort Inn, ironic because that's where we wound up staying, I would not compare it to any HOTEL.

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, 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.)

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, 2015/10/14) */
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, 2015/09/21) */
September 21, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted],
We are writing in response to your correspondence with...

Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Calypso Hotel Cancun. Specifically, you are stating that you disagree with the hotel star rating; as such you are requesting that we provide you with a full refund totaling $48.10. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
There is no standardized national or international star-rating system. As such, we start with Expedia's star-rating and then adjust the rating based upon reviews provided by Hotwire customers after they have completed their stay. Both Expedia and Hotwire have determined that this property is a 3 star hotel. We are confident that our star rating is correct for the Calypso Hotel Cancun.
Please understand that once a Hot Rate Hotel reservation is made we advise our partners that it will be used as booked, this is one of the reasons we are able to procure such low rates. Due to this we do not allow any change, exchange, or cancelation as stated in the Terms of Use you agreed to prior to finalizing this reservation.
Based on the above information we will not be providing you with a refund for this hotel reservation. We regret if your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The details regarding this particular hotel are wrong, and frankly, unacceptable. I booked this hotel expecting a more updated, clean accommodation. Your listing stated that the hotel has internet - however, what you neglected to mention is that this is only in the lobby and not in the rooms. I won't even be able to communicate with friends and family in the US because of the lack of amenities that come with those alleged "3 star" hotel. I refuse to accept this as a response to my issues with this hotel.

March 10, 2018Revdex.com San Francisco Bay Area and Northern Coastal California Complaint DepartmentRE: 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. Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding flights. We understand [redacted] is requesting new flights.Our records show on March 5, 2018 [redacted] or a person authorized by her booked via the Hotwire mobile site for a Hot Rate Flight for two passengers traveling from Nashville to Phoenix on March 8, 2017, and returning on March 17, 2018, for $1073.66.Our customer contacted us wanting to change or cancel the flights. Our agents explained Hot Rate Flight rules and restrictions. The customer’s requested the call be escalated. Our supervisor canceled and refunded the flights believing that an incorrect timing may have been displayed early in the booking path prior purchase. Refund timing varies based on processing time of the credit card company.We regret any inconvenience that our customer may have experienced. We have provided compensation in the amount of $1073.66 through the refund provided, which was equal to the cost paid for the flights. Our customer may book new flights as they prefer at their own cost. Hotwire will be unable to provide further compensation for this itinerary.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]Corporate Customer Service

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

March 4, 2018
[redacted]
Re: Case Number [redacted]
Dear [redacted],
 
 
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding searching for a reservation on our site.
I understand you are dissatisfied...

with an email you received from Hotwire. You received an e-mail promoting a rate of 10% discount once you booked. Upon going to the Web site, you were unable to apply this rate for the location and dates you were looking to book for. As such, you feel mislead and are requesting Hotwire to honor the promoted discount.
With any promotional e-mail, we include a disclosure at the bottom of the page. For example; at the bottom of the home page for Hotwire.com, the disclosure currently reads as follows:
 
Air/Hotel savings and car rental rates are based on actual Hotwire Hot Rate bookings made in the past month. Savings are based on lowest published rates found on leading retail sites. Prices are dynamic and vary based on date of booking, length of itinerary, and type of product booked. There is no guarantee that these savings or rates will be in effect at the time of your search. Availability is limited. Car rental rate excludes taxes and fees.
 
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 our Web 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 above information, I am unable to honor this promotional discount if it is unavailable at the time of your search.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate OfficeTell us why here...

August 2, 2017
 
[redacted]
In response to Revdex.com Complaint ID [redacted], customer e-mail address [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding...

your booking attempt at Hotwire. I understand you are dissatisfied because of not being able to book with Hotwire.
 
After reviewing your Hotwire account, I confirmed the transactions in your account were voided. Unfortunately those transactions fell below our acceptable risk threshold.
 
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
 
Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. In addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (415)[redacted].
 
The Risk Management team will contact you if they need additional information. Please be advised, if you do not receive any contact from the team, their decision to deactivate your account remains final.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 7, 2015/09/14) */
September 14, 2015
[redacted]
[redacted] Ln
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted],
We are writing in response to your correspondence with Hotwire and...

the Revdex.com regarding your Hot Rate Hotel reservation at the Best Western Plus Savannah Airport Inn & Suites. Specifically, you state that the hotel did not initially provide you with a room that could accommodate four people and you were charged an upgrade fee to get two queen beds. As such, you are requesting that we apply a refund for the original reservation and that we compensate you for the upgrade fee. We regret the frustration and inconvenience this [redacted] have created, and appreciate the time you took to express your concerns.
Please understand, when you book a Hot Rate Hotel we advise you that "Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed." We strive to make this clear in our Terms of Use which you agreed to prior to finalizing your reservation.
As it is important to us that you are provided with a room that can accommodate the number of people that you listed, so the hotel was contacted. It has been verified that the room they offered you was a King Suite. This room contains both a king bed and a pull out bed. With this information we have determined that the room provided by the Best Western Plus Savannah Airport Inn & Suites did accommodate the two adults and two children listed on your reservation.
Based on the above information we will not provide you with a refund for your room and will not cover any upgrade fee associated with your requested room change. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 9, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your answer is a clear statement of your Company philosophy: "screw customers to make more profit". The n you cover everything behind a curtain of hypocrisy telling me: "we regret if your Hotwire experience was anything less than exceptional..."
And don't worry you will not have an other opportunity to serve me in the future.
However I don't accept your answer for two reasons:
1) the pull out bed was 4 feet wide so a clear single bed.
2) you booked a double queen first and then you change the reservation to a cheaper room with a king and a single pull out bed. Are you expecting me to sleep with my daughter? You made this change to increase your profit from 30% to 50%! I look forward to hearing what a judge has to say about that.
Regards,
[redacted]
Final Business Response /* (4000, 11, 2015/09/20) */
September 20, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
We are writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation at the Best Western plus Savannah Airport Inn & Suites. We understand you are dissatisfied with our response. You feel the bed types were not an acceptable accommodation. We regret any frustrations this [redacted] have caused you.
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate hotels. Our target audience is the flexible traveler 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 traveler.
As the previous agent reiterated, 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. Our Hot Rate bookings are run of a house; we are not able to select or change the type of accommodations you will receive; rather, your reservation is sent over to the hotel that 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.
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 hotels.
Based on the above information, the hotel provided you with a room that was able to accommodate the number of guests booked. Therefore, we are unable to honor your request for a refund.
We appreciate your business and if you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 13, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You "feel", you "regret" but you don't take responsability. You don't want to understand tha my vacation was completely ruined because of your greediness. Not taking care of customers is evidently your philosophy and it doesn't work for me. Regarding the concept of "deep discounts", I have an invoice from the hotel with the regular rate, that is very close to the one I got from Hotwire. So there are not deep discounts also because Hotwire charged over $60 for taxes and (hidden) fees for two days. My mission is to educate other people regarding the way Hotwire is doing business. Thanks

April 22, 2016
 
[redacted]
[redacted] [redacted]
[redacted]
 
In response to Revdex.com case number [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] Hacienda Inn & Suites. I understand your dissatisfaction stems from the reviews online that you read. Therefore, you requested a full refund in the amount of $256.56.
 
Our records indicate that you booked a Hot Rate® Hotel reservation. Hot Rate® Hotel reservations are bookings in which you are told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked, and as such Hot Rate® bookings are non-refundable.
 
Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help.
 
I further researched the property and we are more than happy to extend an exception to rebook your reservation. To complete this process, please contact our Customer Care at ###-###-#### within two weeks from the date of this letter. Our travel specialists are available for you 24 hours a day, seven days a week.
 
We appreciate your business and look forward to assisting you further.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

April 5, 2016[redacted]In response to Revdex.com case number [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 Tamani Hotel Marina. I...

understand you are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the star rating, as you feel the property was falsely advertised in our site. As such, you are requesting a refund.Currently, there is 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. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel.At Hotwire we take pride in being able to provide the lowest guaranteed rates for all of our products. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts, we promise our partners reservations will be used as originally booked. For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold inventoryOn the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the "Book Now" button you are accepting the Terms of Use.Based on the information above, I am unable to honor your refund request.We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best Regards,[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/10) */
November 10, 2015
[redacted]
[redacted] Place
[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 Tuscola in Illinois. I understand you are dissatisfied with your recent hotel reservation. As stated in your letter; the hotel did not have your reservation then charged you directly. As such, you requested a refund either from Hotwire or from the hotel.
Please note that reservations are sent real-time to our partners to make them aware about the upcoming bookings. I contacted the hotel and spoke to [redacted]. She confirmed that they already charged Hotwire, and refunded your account on October 27, 2015. You [redacted] contact your Financial Institution to follow up, and to check when this amount will be posted. Please accept my sincere apologies for the inconvenience this situation created along with an additional credit of 25 HotDollars I applied to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book Hot Rate(r) Hotels, hotels and Hot Rate(r) Cars. Your HotDollars are valid for up to one year, expiring on November 9, 2016.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/19) */
July 19, 2015
[redacted]
[redacted] Street
[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 the Value Place Pensacola, FL (Northwest). We understand that you are dissatisfied with the level of savings on this booking. As such you are seeking a refund for this reservation. We regret any frustration this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Please allow us to clarify how the savings promoted on our site is determined. At Hotwire, we strive for clarity during the booking process. To ensure this we provide the following disclosure at the bottom of our site:
"Savings based on 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. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
We are confident that Hotwire has the lowest rates available, backed by our Low Price Guarantee. If, within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates.
With regard to the guest rating, feedback on this hotel from our Hotwire customers has been positive, and TripAdvisor ranks this hotel #3 of 19 in Pensacola.
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-changeable.
Based on the information above, we will not be issuing a refund. We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/06/04) */
June 4, 2015
[redacted]
XXXXX [redacted] Cres
[redacted]
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau, regarding your reservation with the Hotel 10 in Montreal, Québec. As stated in your letter, you booked this reservation intending to use a $25 off promotion, but the promo code was not applied during the booking process. As such, you are requesting a refund to your credit card rather than the $25 HotDollars that were added to your account. We regret any concern this [redacted] have caused.
As the promo code was not applied at the time of booking, we offered HotDollars as a courtesy, credit toward a future booking with Hotwire. This is sometimes known as a "rain check." When you are not able to use a coupon at the time of a purchase, the offer is extended for a time. You will see that these HotDollars are available for use for one year from the time they are issued, or in this case, until [redacted] 28, 2016. We are confident that this is an equitable solution for this, as we are not able to retroactively apply a promo code to a booking, we will not be crediting your card as requested.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any further questions or concerns, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX). We appreciate your business and look forward to assisting with your future travel needs.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As addressed in my previous letter, during the booking process on my iPhone Hotwire App, I was shown a price with the promotion code applied and asked to book. I clicked on the booking button and then to later find out that the promotion code was not applied and I was charged a higher price.
I believe the courtesy $25 HotDollars was not an equitable solution to this for two reasons: first, I was charged an amount that I did not agree to; second, I have to spend more money in order to receive the difference that I was owed.
During my calls with the help line, I was transferred many times, often dropped while my calls were transferred. And after spending over an hour on the phone repeating my situation to different representatives, none of them were able to offer me a satisfactory solution. I suggested having my reservation cancelled and receive a full refund and they were not able to do that either.
As a repeat customer, the way this situation was handled was very disheartening to me. I firmly believe that this is not the proper way to conduct business in both an ethical and legal stand point.
Final Business Response /* (4000, 9, 2015/06/18) */
June 18, 2015
[redacted]
XXXXX [redacted] Cres
[redacted]
Re: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for additional opportunity to address your concerns sent through the Revdex.com, regarding your hotel reservation with the Hotel 10 in Montreal, Quebec. You mentioned that you did not agree with our response and are requesting a refund of the $25 HotDollars to your credit card. We apologize for any frustration this situation has caused.
As the promo code was not applied at the time of booking, we offered HotDollars as a courtesy, credit toward a future booking with Hotwire. When you are not able to use a coupon at the time of a purchase, the offer is extended for a time. You will see that these HotDollars are available for use for one year from the time they are issued, or in this case, until [redacted] 28, 2016. We are confident that this is an equitable solution for this, as we are not able to retroactively apply a promo code to a booking, we will not be crediting your card as requested.
In order to use the HotDollars you would go to Hotwire.com and log into your account using a desktop or laptop computer. Near the end of the booking process, when you enter the payment information, there will be a box asking if you want to use the HotDollars. Just click on the box and the HotDollars will be applied towards your booking.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any further questions or concerns, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX). We appreciate your business and look forward to assisting with your future travel needs.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think the fact that the response was nearly identical to the first one without addressing the concerns that I raised speaks volume about how this company handles business. I am truly disappointed in how this case was handled.

April 25, 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 Causeway Bay Sparwood Hotel. I understand you are dissatisfied as you your reservation was booked on a different state. As such, you requested a refund.   As discussed over the phone, an exception of refund was provided today in the amount of $66.48. Please be reminded that refunds take one to two business days to process and it is 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