Hotwire

(The consumer indicated he/she DID NOT accept the response from the business.)We booked 2 rooms for March 3rd at the [redacted] Plus Fort Lauderdale Airport, confirmation number [redacted]. At the time of booking (December 17, 2015) the website for [redacted] Plus Fort Lauderdale [redacted] stated in the amenities that the hotel was a "smoke-free property". When we checked in and found our rooms were "smoking rooms", we proceeded to the front desk and we pulled the website on my phone that listed the hotel as a "Smoke Free Property". The Hotel clerk admitted it was misleading and that it needed to be changed.As of March 17th the website still listed the Hotel as a "smoke free property."I have a photo that I took of my smart phone on March 17th that shows the Hotel was listed as a "smoke free property" under the amenities. I can scan and send if you would like. Since filing the complaint the hotel website has been updated, and no longer reflects "smoke -free" in it's amenities. We acted in good faith, proceeding with due diligence to acquire a "non-smoking" room. We are entitled to a full refund based on the misleading information supplied by the Hotel's website.

November 26, 2016
[redacted]
Marietta, GA 30062
 
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 Laterra Resort. I understand you are dissatisfied with your recent hotel booking as the property does not have your reservation. As such, you are requesting a full refund.
 
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 details of your booking was sent to the property.
 
Upon review, we attempted to contact the hotel to confirm this matter, however, the contact was unsuccessful as the hotel has not responded yet. Please allow us more time to look into this further and we will reach out to you once we have an information to share. We appreciate your patience and we apologize for the inconvenience this has caused you.
 
Should you have questions, you may send us an email through [redacted]@hotwire.com, or you may call us at 1 (415) 844 – [redacted]. We are open Monday to Sunday from 7:00 AM to 9:00 PM PST.
 
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 6, 2015/06/03) */
June 3, 2015
[redacted]
[redacted] St **
[redacted], ** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your inquiry with the Revdex.com regarding your...

hotel reservation at the Hilton Rose Hall Resort & Country Club in Montego Bay. We understand that you are requesting a refund due to you not being told it was a non-refundable reservation and the hotel not being the one that you expected. We apologize for any inconvenience this has caused.
Here at Hotwire we offer two different types of hotel reservations, our fabulous Hot Rates and our Standard Rates. For Standard Rates, hotel details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel.
After reviewing your reservation, we confirmed you booked a Hot Rate hotel. For Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer books. In addition, once a booking is made we guarantee payment with our suppliers. These restrictions enable our partners to better manage their unsold rooms.
When making a booking with one of our agents, before we complete the booking we do go over our rules and restrictions. In order for the booking to be completed, a customer has to agree to them, which does include the booking being final.
In this case, we will not honor your request for a refund.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 8, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I fully understand your policies. I have booked with you numerous times in the past. Regardless if it was refundable or not, the person did not make clear that it was a different property. They knew I was calling to re-book the Half Moon Resort.
I ask that you pull the tape from that conversation. If you are so sure that the individual was clear on the phone then you should be confident in pulling the conversation.
Thanks,
[redacted]
Final Business Response /* (4000, 10, 2015/06/18) */
June 18, 2015
[redacted]
[redacted] St **
[redacted], ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the additional opportunity to address your inquiry with the Revdex.com regarding your hotel reservation at the Hilton Rose Hall Resort & Country Club in Montego Bay. We understand that you are requesting a refund due to you not being told it was a non-refundable reservation and the hotel not being the one that you expected. We apologize for any inconvenience this has caused.
Here at Hotwire we offer two different types of hotel reservations, our fabulous Hot Rates and our Standard Rates. For Standard Rates, hotel details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel.
After reviewing your reservation, we confirmed you booked a Hot Rate hotel. For Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer books. In addition, once a booking is made we guarantee payment with our suppliers. These restrictions enable our partners to better manage their unsold rooms.
When making a booking with one of our agents, before we complete the booking we do go over our rules and restrictions. In order for the booking to be completed, a customer has to agree to them, which does include the booking being final.
In this case, our decision remains the same and we will not honor your request for a refund.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:
Hotwire is asking for us to provide a receipt from the hotel for our stay.  This does not exist - HOTWIRE received the money for our stay.  Their records will show that our debit card was charged $498.65 on 3/18/17 (the charge is reflected in our account on 3/20/17). The only receipt we received from the resort was for the additional $20 the resort charged us to stay there.  They received no other monies for our stay.  Our payment went directly to HOTWIRE, and that receipt (which they should have in their own records for our stay on March 18, 2017) is attached.  Also attached is a copy of the resort fee we were charged.  
It's pretty clear that Hotwire made a refund promise to us, which they did not intend to keep.  We have spent hours trying to get this refund and it should have been a very simple matter.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2016/02/05) */
February 5, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case: E-XXXXXXXX
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 December 27, 2015, Ms. [redacted] booked a Hotwire Vacation Package which included roundtrip flights from New York, New York to Cancun, Mexico and a four-night stay at the GR Solaris Cancun & Spa from February 22, 2016, through February 26, 2016.
We understand from Ms. [redacted]'s complaint that she had booked the same package with a difference hotel and decided to change the lodging portion of package after reading unfavorable reviews of the original property. She contacted our office to change the hotel and keep the same flights and was advised to cancel the package and rebook. Regrettably, after the rebooking, Ms. [redacted] noticed the return flight was scheduled for an earlier departure than the original. This was not satisfactory so she requested that we restore the original return flight.
Although Ms. [redacted] had initially been advised that the requested change would require a fee, on February 5, 2016, we were able to restore the original flight at no additional cost. We forwarded an updated copy of Ms. [redacted]'s itinerary.
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 /* (2000, 12, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you so much for making this wrong a right!

Initial Business Response /* (1000, 7, 2015/09/13) */
September 13, 2015
[redacted]
PO Box XXXXX
[redacted] XXXXX
Re: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau regarding your booking at the Milwaukee Airport Inn for check-in August 11, and check-out August 12, 2015. We understand that you were offered 25 HotDollar credit but you were not able to use them on your booking; as such you are requesting the credit. We regret any frustration this [redacted] have caused.
After reviewing your account, we can confirm that the hotel did not have your reservation and you were able to book yourself at a different hotel. The agent processed a refund and offered a 25 HotDollar credit for the inconvenience but you declined the offer, instead requested to just get a refund. This credit was not added because you declined it.
Per your request we have added 25 HotDollar credit on your Hotwire account. One HotDollar is equal to $1 USD, can be used towards our Hot Rate hotels and rental cars. They are good one year from today. You will also receive an email with more information about the HotDollars.
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

April 15, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], customer email address [redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your Hotwire account. I understand you are dissatisfied because of not being able to book on Hotwire.com.
 
After review and careful consideration, Hotwire has determined that its decision to deactivate your account were warranted. Unfortunately, your previous transaction and information falls outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your booking(s).
 
Please be reminded that prior to completing your booking, you selected a box stating that you read, understood and accepted Hotwire’s Terms of Use. In the Terms of Use, Hotwire specifies the following, "User access to all or part of this Site may be terminated or suspended at any time, without notice and for any reason."
 
For liability reasons we are unable to disclose the reason for deactivation. Moving forward, all contacts regarding your recent transaction under your deactivated account must be addressed with Risk Management at ([redacted]
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/06) */
November 6, 2015
[redacted] Dr [redacted] F
[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 hotel reservation at the Hotel Restaurant Seegarten Quickborn. You reported that during the booking process, you selected a hotel in Pennsylvania. However, you got confirmed for a hotel in Quickborn, Germany. As you did not use the booking, you are then requesting a full refund.
At Hotwire, we secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, all reservations are booked as non-changeable and non-refundable.
To better understand your concerns, I recreated a search on our Web site for a hotel reservation using Bellingham and Pennsylvania and confirmed that Quickborn, Germany is not on the list of available hotel options. With this, we cannot assume that a Website error occurred during the booking process. If you are able to produce screenshots validating this booking confirmed in error, I will be happy to review further. Any screen shots you have corroborating a website error occurred can be sent to us as an email attachment to [redacted]@hotwire.com. Please allow us to review the document within 7-10 business days.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22, 2015
[redacted]
[redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the opportunity to address your concerns sent through the Revdex.com,...

regarding your hotel reservation at Ramada Louisville East, in Shelbyville, Kentucky checking in April 24, 2015. We understand that you made multiple bookings on multiple accounts and are requesting the other hotel refunded. We regret any frustration this [redacted] have caused.
Having doing some research, we found that you did have two different hotel bookings for the same dates, one at the Ramada Louisville East and the other at Quality Suites La Grange. We found that the bookings were made on two different accounts, which is why we didn't initially find the second booking.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and typically unable to cancel, make changes or issue refunds.
In this case we will not be honoring your request for the refund, due to the bookings having been made on different accounts.
If you have any further questions, please feel free to contact us at 1 800-HOTWIRE (XXX-XXXX).
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was both charged to my banking account . I was informed by Hotwire that the quality inn in Lagrange ky was not available to chose another hotel hence why I went to shelbyville which was 45 mins out of my way. I tried several times to speak to your reps at Hotwire and they refused to let me speak to a manger and each person gave me different explanations on how to handle the matter and different excuses as to why this happened. For days I followed there advice then when I asked to speak to a manager or someone in the department to help me they told me those were "no talk" centers. What kind of business doesn't take care of customer complaints? I was told that the quality inn was full and my card would not be charged which is why the ramada was booked. I did not authorize my card to be charged to the quality inn especially after I was told it was full. I do NOT understand why this isn't being refunded and I have been told by my bank as well that there are a lot of issues like this with Hotwire. I would like a refund I won't settle for this not being hot wires mistake especially after the way I've been treated and this has been handled. Not to mention how is one night in Lagrange my 270 something dollars. I was charged that once and 100 something the same day. So tell me how two room is 370 in small town KY.
Final Business Response /* (4000, 9, 2015/06/28) */
June 28, 2015
[redacted]
PO Box [redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mrs. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation at the Ramada Louisville East. Specifically you are stating that this hotel was overbooked and you were advised to try making another reservation and that you did not authorize the charges made; as such you are requesting that we refund you for all of your charges. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
All of your successful and attempted bookings on both of your accounts have now been looked into and it has been confirmed that at 8:31am PST on April 24, 2015 there was a failed attempt to make a reservation. At 8:45am PST on the same day you made a successful reservation for the Quality Suites La Grange. After your successful booking you logged into another account and made a second successful booking for the Ramada Louisville at 8:46am PST on April 24, 2015.
In your correspondence with us through the Revdex.com you state that the Quality Suites La Grange was overbooked and that you were advised to make a new reservation. We have reached out to this property and have confirmed with the front desk that they were not overbooked for your dates of your stay.
As stated previously we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and will not cancel, make changes, or issue refunds.
Due to our previous correspondence and the information provided above we will not be providing you with your requested refund. 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
Final Consumer Response /* (4200, 11, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not approve that charge for the quality inn it should have never been tried a second time. If you refuse to refund me then I will have to look into other ways to resolve this matter. I have all correspondence from the dealings with your customer service. Once it refused the first reservation I was logged out and reserved one at the ramada not to mention your rates are way more expensive then if I directly book through a hotel! There was never a second attempt at the quality inn done or approved by me. The way hot wire does business I have no idea how you are still in business. But I guess that's what you get from a moral-less company. It would be different if I approved it and just didn't show or tried to cancel but that isn't the case. You can obviously see that through out your research. I will be sure that myself , my company ( which is a major construction company who always uses Hotwire) will no longer be doing so. Snce I'm sure your don't mind losing customers since your such a big corporation it doesn't matter to you but I actually work hard for my money and I'm an extremely honest person will morals , it's obvious Hotwire doesn't employee that type. Thanks for your time and wasting mine along with taking my money for HOtWIRES screw up.

Initial Business Response /* (1000, 5, 2015/06/17) */
June 17, 2015
[redacted]
[redacted] Avenue
[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 stay with the Hotel Xbalamque Resort & Spa. We understand that you were unhappy with your stay, as you did not feel the Hotel Xbalamque Resort & Spa was a 3-star property; there was no satellite television available, the hotel did not provide you with ice and drinking glasses, and you state you found bedbugs in your room. You also mention that you were charged a fee to change your room, in addition to a 2000 peso cleaning fee. We regret any discomfort or inconvenience this [redacted] have caused.
I am sorry to hear of your father's passing, and I sympathize with your loss. We hope you and your family are holding up well in this difficult time.
With regard to the star rating, as there is no standardized calculation for this, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, Hotel Xbalamque Resort & Spa listed as a 3-star hotel on Hotwire.
We have checked other well-known travel sites, and found the 3-star rating for this hotel to be fair. Please see the star-ratings for the Hotel Xbalamque Resort & Spa found on other sites below:
Tripadvisor 3-star
Expedia 3-star
Hotels.com 3-star
Booking.com 4-star
Travelocity 3_star
Agoda.com 4-star
Hotelplanner.com 3-star
Priceline 3-star
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
You state in your letter that you found bedbugs in your room. Per our records, we have verified that this matter was not brought to our attention at the time of the reservation. I spoke with Blanca at the hotel, and she advised me that there were no complaints registered on this reservation with the front desk, and we were assured they do not have any issue with bedbugs or other insects at the property. Because contact was not made to us until after the reservation was used, please understand our options are limited. However, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations. We have added 25 HotDollars to your account as compensation for this issue. Each HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire site. These HotDollars will be available for use up to one year from the expiration date, or in this case, until June 16, 2016. You will also receive an email with more information about the HotDollars. As the reservation was used, we are not able to honor your request for a refund.
With regard to the cleaning fee of 2000 pesos charged by the hotel; if you will please fax a copy of your receipt for this charge to X (XXX) XXX-XXXX, we will then review for possible reimbursement. Please include your name and the Hotwire itinerary number XXXXXXXXXX on your fax, so we are able to identify the correct account when received.
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 questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The
To
[redacted]


Mar 21

Dear [redacted],

Thank you for contacting Hotwire Customer Care regarding your reservation with the Hotel Xbalamque Resort & Spa in Downtown Cancun, Quintana Roo, scheduled check in on March 17, 2015, Hotwire itinerary XXXXXXXXXX. I understand that you are displeased with your stay on the hotel and you were told by the hotel that you owe them a balance for cleaning. I apologize for the inconvenience that this has caused you. I would like to provide information about your booking.

Our actions and methods of assisting you [redacted] be limited via email. To ensure we can provide the most expedient resolution, we would like to discuss this with you in more detail. Please contact us by phone to discuss this matter with a Customer Care Associate. We will be happy to review your situation, as well as clarify our policies and procedures.

Please be reminded, that you booked one of our Hot Rate Hotel. For this reason, we are unable to change, transfer or refunded. You can find our full Terms of Use by visiting http://www.hotwire.com/travel-information/terms.jsp. The terms of the booking are what allow us to offer the great rates you see on our site and for this reason, your reservation remains confirmed with the original details provided at the time of booking.

So that we [redacted] best respond to your issue, please call 1-866-HOTWIRE (XXX-XXXX) to speak with a Customer Care Associate 24 hours a day, seven days a week. Thank you for choosing Hotwire.
Sincerely,

[redacted]
Hotwire Customer Care


Original Message
From: [redacted] ([redacted]@yahoo.com)
Date: Saturday, March 21, XXXX XX:XX AM
To: support ([redacted]@hotwire.com)
Subject: Follow up to my complaint

Thank you for you contacting me back. My problems have Gorton worse. I know in your message you want me to call but I don't have international phone service. I only can email and the WiFi single is not strong. When I get back to U.S tomorrow I will call. Today I found bugs crawling all over beds. I have a video to show. Hotel staff did not understand me. The gave me translator on mobile internet. Then a man said maid would be up at 11:00 and fix. He said I owe 2000 pesos for cleaning and need to pay. He spoke enough English for that. Also my father died and my daughter facebooked me and hotel has not been passing [redacted] calls up to my room the last three times I called. I deserve a refund for this or at least a customer credit for a next booking. I have the video if you want proof of bugs all over my bed and I have bite marks. This. Is a nightmare!!!!

Reply, Reply All or Forward Morecompany writes that they have NO RECORD? I reported this numerous times before I left Cancun in email to them and followed up by phone. Here I even sent them a picture on MARCH 19 while in CANCUN. I have a copy dated below as proof and a written response from HOTWIRE. I did bring it to there attention and followed up.
Final Business Response /* (4000, 12, 2015/07/01) */
June 17, 2015
[redacted]
[redacted], XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your stay with the Hotel Xbalamque Resort & Spa. We understand that you were unhappy with your stay, and you are seeking a full refund, as well as a refund of a 2000 peso cleaning fee charged by the hotel. We regret any continued inconvenience this situation [redacted] have caused.
Because phone contact was not made to us until after the reservation was used, please understand our options were limited. If you need to contact Hotwire regarding the condition of the property and you are still at the hotel, we ask that you contact us by telephone, so that we [redacted] get detailed information from you and try to work with the hotel on your behalf. We understand that you attempted to resolve this matter via email; however our email customer care team is very limited in what support they are able to provide. It was conveyed to you in our return email that you would need to contact us by phone. As we did not have the opportunity to assist you during your stay, the compensation of 25 Hotwire HotDollars was added to your account, as stated in our last correspondence.
To address the cleaning fee of 2000 pesos charged by the hotel; if you will please fax a copy of your receipt for this charge to X (XXX) XXX-XXXX, we will then review for possible reimbursement. Please include your name and the Hotwire itinerary number XXXXXXXXXX on your fax, so we are able to identify the correct account when received. We are only able to accept faxed documentation. The files attached to your Revdex.com correspondence were unreadable.
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 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, 14, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think they have not even read my complaint or taken it seriously. Of course I am not still at the hotel. I was there in March and it is now July? are they serious are being sarcastic? In the previous followup I proved them wrong and copied the email proving I contacted them about the bed bugs while at the hotel and notified the hotel so that response from HOTWIRE WAS PROVEN NOT TRUE> I already faxed everything before and they never addressed it. I never received any 25 dollar HOTwire credit so that is also false. I never asked for the refund for the 2000 pesos as that charge was erroneous. I simply notified that I was telling the truth about the hotel charging me for daily delivery of towels and linens. I never paid that as I disputed it. So I do not as for that refund. I simply as for a refund for the money I paid HOtWIRE. I had to suffer through a safety issue while there with bugs. The hotel was not as described obviously. I ALSO BELIEVE THE RUDENESS THAT HOTWIRE HAS DISPLAYED IS BEYONED BELIEF. I AM NOT SPENDING MONEY ON ANYMORE FAXES PROVING MY CASE. I SIMPLY AS FOR A REFUND OR AS THE VERY LEAST A CREDIT. I NEVER RECEIVED ANY $25 CREDIT AS THEY WROTE SO AT THIS TIME I AM NOT TRUSTING THIS COMPANY. I DOUBT THEY WILL OFFER ANYTHING. THEN I WILL BE CONTACTING THE OTHER SOURCES AS RECOMMENDED.

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your hotel booking with the Fairbridge Inn Express Wisconsin Dells, checking in July 31, 2015. We understand that you are requesting we guarantee you the room or switch you to another hotel. We regret any frustration this [redacted] have caused.
After reviewing your account, we see that you talked with another one of our agents, who had already rebooked you into the Quality Inn Wisconsin Dells. Once you get to your hotel, if you have any concerns, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have.
We appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hotwire, after further investigating into the Hotel they assigned, offered to refund and rebook my reservation with a more reputable Hotel. My hope is that Hotwire looks more closely at Hotels they do business with and filters out some of these to avoid a similar problem in the future.

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 18, 2016
[redacted]
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your with [redacted] Plus Fort Lauderdale Airport. I understand you are dissatisfied with your recent booking because the hotel did not have a non-smoking room at the time of check-in. As such, you requested a refund.
Our records indicate that you booked a Hot Rate® hotel. In Hot Rate® bookings, the general vicinity, star rating, and price of the hotel is revealed to the customer, but the specific property is not revealed until after booking is completed. Through this method, Hotwire is able to offer deeply discounted rates to our customers. In exchange, we guarantee to the hotels with which we do business that the reservations we make will be used as booked. For this reason, Hot Rate® bookings are non-changeable and non-cancellable
At Hotwire, a customer can expect a non-smoking room if the hotel shows a "smoke free" amenity in the details and search results. If the property is not "smoke free," customers can call the hotel after booking to request a non-smoking room. The hotel may or may not be able to accommodate the request, as their ability to do so is based on availability. After reviewing your reservation, I confirmed the “smoke free” amenity was not listed for this property.
Based on the information above, our decision remains final. We are unable to honor your refund request.
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, 2015/07/28) */
July 28, 2015
[redacted]
3 [redacted] NE
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with the Quality Inn Christiansburg. We understand that you are dissatisfied with the level of savings received for this reservation, and that the hotel has rooms within that allow smoking. As such you are requesting a full refund. We regret any concern this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Allow me to further clarify how the savings provided on our site was derived. Savings are based on the median published rate we've found for all hotels in the same neighborhood, with the same star rating and for the same stay dates on leading retail travel sites in the last 24-48 hours. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
We understand they do allow smoking in some rooms of the hotel. We were able to speak with Hope at the Quality Inn, and she assured us you were placed in a non-smoking room. For upcoming bookings, if being in a hotel that is 100% smoke-free is important for your stay, we encourage you to use the amenities filter on the site to select smoke-free; this will limit your options to only those hotels that are 100% smoke free.
We are not able to honor your request for a full refund, as the reservation was used and the hotel was provided payment for your stay. We have added 50 HotDollars to your account as compensation. Each HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire site. These HotDollars will be available for use up to one year from the expiration date, or in this case, until July 27, 2016. You will also receive an email with more information about the HotDollars. As the reservation was used, and payment made to the hotel, we are not able to honor your request for a refund of this reservation.
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, 9, 2015/10/06) */
October 6, 2015
Revdex.com
Alaska, Oregon & Western Washington
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.
Our records reflect that on September 13, 2015, Mr. [redacted] booked a roundtrip flight from [redacted], North [redacted] to [redacted] traveling December 17, 2015, through January 8, 2016.
We understand from Mr. [redacted]'s complaint that he booked his flight for the wrong departure date. Mr. [redacted] stated when he contacted Hotwire to address; he received a "recorded voice" which stated that he was eligible for a refund. When he spoke to a live representative, he was informed that his ticket was non-refundable and could not be changed because the type of fare that he purchased was restricted. As a result, Hotwire could not change the ticket to a different departure date nor could we refund the ticket in the event that Mr. [redacted] canceled the flight. Mr. [redacted] was also advised that due to the restrictions of the ticket, he would lose his return flight if the outbound portion was not used.
When acting as their own travel agent it is customer's responsibility to review all rules and regulations prior to booking any travel. We have fully reviewed Mr. [redacted]' complaint and after giving the matter full consideration, we have agreed to issue a refund as a one-time courtesy.
On October 6, 2015, Hotwire issued a refund of $193.89 to Mr. [redacted]' original form of payment. Refunds like this usually take 3-7 business days to post.
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 Business Response /* (1000, 5, 2015/05/21) */
[redacted] 19, 2015
[redacted] Bay
[redacted]
RE: Revdex.com case # XXXXXXXX

Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com...

concerning your hotel reservation. We understand that you are dissatisfied with your recent booking experience and currency conversion rates. We regret any concern this [redacted] have caused.
We were unable to locate your account using the information provided in your letter. In order to address your concern, please provide us with your Hotwire itinerary number for the reservation in question, the email address, or the phone number associated with your Hotwire account. Once we have the above requested information, we will be able to review your booking and answer all of your questions.
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 questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I was under the impression that my issue was already escalated to the customer relations department, and that there was a case opened already by the research team which should include all my information (ie. name, e-mail, phone #, itinerary #'s in question), I do appreciate the concern shown by [redacted] Below are the details requested by her. Please forward.
Itinerary #'s: XXXXXXXXXX; XXXXXXXXXX
E-mail: [redacted]@hotmail.com
Phone: (XXX) XXX-XXXX
[redacted]
Please understand that I am not dissatisfied with the entire experience or the rates of conversion. I am dissatisfied first with the fact that between the phone app and the red deer lodge, there seemed to be no discrepancies, but later on all of sudden there's a currency conversion. I'm dissatisfied secondly with the lady who booked my second night and obviously wasn't fully competent, as she asked me specifically where I was, where red deer is, and she had the previous night's stay right in front of here when she booked me in and still failed to inform me that there would be a currency conversion. Thirdly I am dissatisfied with how the whole issue was handled by the customer service department. Between explaining/clarifying my situation in total, probably about 20 or 30 times, and then having someone refer me to that final sale policy, I feel that I was treated quite unfairly, and that compartmentalization was used to basically give me the run-around feeling that something was being done, when it actually was not, in hopes that I would just give up and let it go. This is the very first time I have ever filed a complaint. I am not a complainer. I sincerely feel that I was ripped off here by hotwire.
Final Business Response /* (4000, 9, 2015/06/04) */
June 4, 2015
[redacted] Bay
[redacted]
RE: Revdex.com case # XXXXXXXX
Hotwire itinerary # XXXXXXXXXX

Dear Mr. [redacted],
Thank you for the opportunity to address your concerns through the Revdex.com concerning your reservation with the Red Deer Lodge Hotel And Conference Centre. We understand that your complaint stems from the fact that you were charged in USD instead of CAD, and the level of service you received from our agents on the phone. You have requested that Hotwire compensate you for the conversion fees associated with this transaction. We regret any frustration or inconvenience this situation [redacted] have caused.
Hotwire is a United States based company; as such our default currency is USD. To address this for those outside the US, we offer an option to change the currency type. As your reservation was booked with an agent over the phone, the default currency would have been in USD. If not specifically requested, all reservations booked with an agent [redacted] be completed in USD. The form of currency was not discussed during the call.
We are not able to retroactively adjust the currency type once the reservation has been completed. As such, we will not be providing the requested refund of the conversion rate difference.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near future. If you have any questions or concerns at any time, please feel free to contact our 24 hour Express customer care at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Thanks so much for the polite dismissal of responsibility. There will be no continued business from me or anyone I give advice to. Not much point in booking through you people when the hotel rates are so much less expensive. Your misleading currency scam is actually not very surprising. Great tactic. Your company is a disgrace. Enjoy my 55 Canadian bucks or whatever it was that you guys conned out of me.

March 13, 2018
[redacted]
 
Re: Revdex.com Case Number [redacted], Hotwire Itinerary Number [redacted]
 
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in...

Greenwich, New South Wales.
I understand you are dissatisfied with your recent Hot Rate hotel booking. You claimed you have been requesting Hotwire to process a Low Price Guarantee for you after seeing lower prices on other website, by sending an email several times. You claimed that Hotwire did not want to honor the process because you have not received any response. As such, you are requesting for a refund.
 
We would like to help you with your request. Unfortunately, we were not able to find any email that you claimed you sent and I need a bit more information in order to assist you.
 
I would be grateful if you would resend it directly to me so I can personally assist you with this matter.
My email address is [redacted].
 
Thank you in advance.
 
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate Office

[redacted]h 11, 2016[redacted] Yonkers, NY 10704In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]Dear [redacted],I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in [redacted] Asbury Park. I...

understand you are dissatisfied with your recent hotel reservation, specifically with the savings you received. Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24 hours for the same neighborhood, star rating and stay dates. To further clarify, if we were to compile a list of the retail rates we found for all the 2 star hotels in the area you booked for the same travel dates, the median would represent the retail rate falling in the middle of the list. Additionally the following statement is disclaimed at the bottom of the page during the booking process, which expressly states as follows:"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. Hotwire is different from retail travel sites. With Hotwire you enter the date and location. Hotel revealed only after booking."While we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee does provide a refund in the amount of the price difference to customers who find a lower total than the Hotwire total within 24 hours of booking, contingent the claim is from a source outside of Hotwire.[redacted]Based on the information provided above, I remain confident we provided the lowest pre-tax rate for this property within 24 hours of and I am unable to honor your request for a refund.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

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, 2015/09/14) */
September 14, 2015
[redacted] Boulevard
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your car rental booking with Alamo at the Juan Santamaría International Airport. We understand that you were unhappy with your rental experience, as you were required to purchase insurance through the rental agency. In addition you state that the agency did not have a midsize SUV available, and that you had to upgrade to a standard SUV at a higher rate. We regret any frustration this [redacted] have caused.
With Hotwire there are two different types of rental car rates, prepaid and standard. The reservation you made was the latter; this type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total to be paid to the agency at the counter.
Hotwire strives to provide the best rates available at the time of your booking. We offer various categories of rental cars on our site. Hotwire bases these categories on the number of seats and the luggage capacity. The makes and models displayed on the site are used as examples only. As with most car-rental bookings, the exact make and model of car cannot be selected when you make your booking. Each car-rental agency carries different makes and models within each car type, and they are continually updating their fleets.
With regard to the insurance, as Allianz Global Assistance is a separate entity from Hotwire, any restrictions preventing coverage from being provided is detached from the Hotwire Terms of Use agreed to upon booking. This coverage is provided as an option, and we are not able to guarantee that it will be accepted as full coverage.
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 Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I understand that a specific make or model of car [redacted] not be available when a rental car is reserved. This was more than that, the entire CATEGORY was inaccurate.."used as examples only." If you want to do your customers a REAL service, check with the actual rental car locations on the ground in Costa Rica, discover what category THEY consider them and what one can reasonably expect to pay when actually renting one. Just guessing, over-shooting by an entire vehicle category and leaving your customers to expect they got a really great deal is misleading, and will ONLY cause them to hate you when they arrive for the surprise they'll otherwise find on the ground.
As for the insurance, this was the LAMEST response I have ever seen! Of course I know that Allianz is a separate entity than Hotwire! You have a business agreement with them, one wherein you undoubtedly receive compensation for each policy bought through your site. A site where you actively, at least tacitly, encourage people to purchase Allianz policies when booking travel to Costa Rica. When the policies are not honored, you pocket your commission and hide behind your "Terms of Use" agreement. I don't recall seeing ANYWHERE on your site, ANY warning that the policy [redacted] not be accepted as full coverage.
Your response was as lame as the less than worthless service you provided me. You show no remorse and appear unwilling to change your business practices by: 1) list ACTUAL vehicle categories and local pricing for cars rented in Costa Rica or 2) warning renters that Costa Rica runs a mandatory government-controlled insurance program that must be purchased on the ground at time of rental.
Your response appears to suggest you will go on collecting commissions for vehicles people will rent thinking they got a "killer" deal, only to find they'll have to pay double for what they thought they were going to get, while they also pony up an additional $25-$60 PER DAY for mandatory government-controlled rental car insurance coverage, which will be in addition to coverage purchased in good faith through your site.
If this is the manner in which you want to continue to do business, then I can only hope the sun will set soon on your business enterprise.
Final Business Response /* (4000, 9, 2015/09/20) */
September 20, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental booking with Alamo at the Juan Santamaría International Airport. We understand that you feel Hotwire should list specific makes and models with local pricing for Costa Rica car rentals, as well as providing comprehensive information regarding the Costa Rica government requirements for insurance. We regret any inconvenience this issue [redacted] have caused.
We remain confident our business model is meeting the needs of our customers, and our company's goals. We have noted your concerns, and would like to thank you for your feedback. We place great value on your feedback. Customer feedback is important, as it helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
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 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 /* (2000, 11, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is obvious they are going to generally ignore my complaint and continue to delude customers into thinking they're getting a great deal, only to find out their "reservation" [redacted] well turn out worthless when they arrive in Costa Rica. However, I did note a brief warning note now appears cautioning that additional mandatory insurance coverage [redacted] be required. This could be expanded a bit, but at least it is progress. I am done with this, and will continue to warn travelers not to use third party booking services for car rental in Costa Rica.