Hotwire

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, 2015/09/21) */
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.

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

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

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

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

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]

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

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.

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 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

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

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...

Initial Business Response /* (1000, 9, 2015/09/18) */
September 18, 2015
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal
Complaint Department

Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding...

an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding vacation package reservations. We understand the customer is requesting a refund in the amount of C$1,000.00.
Our records indicate on August 16, 2015, the customer booked a flight reservation - itinerary XXXXXXXXXXX - using the self-service tool on the Hotwire.com website. Travel is on WestJet departing December 22, 2015, from Calgary, Canada to Ottawa, Canada and returning from London, Canada to Calgary, Canada on January 1, 2015 for four passengers.
Upon further research, we were able to confirm that currently, our flights, vacations and activities are offered only in USD. This information is stated on the final booking page prior to the customer submitted the payment to confirm their reservation.
The link below has additional information regarding currency on the Hotwire website:
http://helpcenter.hotwire.com/articles/en_US/FAQ/How-do-I-change-the-currency?⇄ /> We have further researched Ms. [redacted]'s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to her request of a refund.
We regret that our response cannot be more favorable and hope that, despite the customer's recent experience, they will continue to use Hotwire for their future travel arrangements, thereby allowing us the opportunity to restore their faith in our company. We trust our position in this regard has now been clarified.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not happy with the response and will no longer use hotwire for any hotel, flights or rentals. I will continue to tell people not to use the website AND the person from hotwire that I was talking with at the time this happened said if I put in www.hotwire.ca it should be in Canadian funds which I did. They record these conversations so maybe they should listen to the one I had with this hotwire representative.
Final Business Response /* (4000, 16, 2015/11/30) */
November 30, 2015
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal
Complaint Department

Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
As previously advised, Hotwire currently offers payments only in USD. We regret any lack of service the Ms. [redacted] received from our customer service representatives, such as being placed on hold, getting disconnected and never receiving a call back while attempting to resolve your situation. It is never Hotwire's intent to inconvenience our clients and it is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available. Please be assured the multiple disconnections were not purposeful and we have addressed these issues with our management team to avoid future issues with our other customers.
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
Final Consumer Response /* (4200, 18, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their hotels and cars are in canadian dollars and I wrote www.hotwire.ca which the person who I was talking to said if I wrote that it should be in canadian dollars. Review the recordings from August 19 or 20.

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

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

August 15, 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 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 July 25, 2017, Ms. [redacted] booked a Hotwire Vacation Package which included roundtrip flights from Toronto, Ontario to Punta Cana, Dominican Republic and a seven-night stay at Memories Splash Punta Cana from August 24, 2017, through August 31, 2017. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Hotwire’s website, without the assistance of a Hotwire representative.
We understand from Ms. [redacted] complaint that she is requesting a price match via our Low Price Guarantee promotion. When a customer finds a lower rate online for the same hotel or vacation package on Hotwire.com, we will refund the difference. The deadline to submit a claim is 24-hours after booking. Regrettably, Ms. [redacted] requested the price match days after booking and did not meet the 24-hour deadline. As a result, her request was denied.
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

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, 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