Hotwire

Complaint: [redacted]I am rejecting this response because:  Hotwire is requesting additional information and I have provided that information below.
email address: [redacted]
Name:  [redacted]Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2016/01/05) */
January 5, 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 Better...

Business Bureau regarding your reservation with Red Roof Inn Knoxville Central - Papermill Road. I understand you are dissatisfied with your recent hotel reservation, specifically with the star rating, as you had to rebook a new reservation with a higher rate. As such, you are requesting a refund of the difference in rate of your new booking.
We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.com. 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.
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. However, upon investigation, I have confirmed that even though we find no error in the star rating of your previous reservation, our Travel Specialist still extended an exception to rebook you to a new booking and cancel the first one at your cost. As we work with live inventory, rates varies and changes from time to time based on availability. Hotwire issue refunds 1-2 business days and it will depend on your financial institution's policy as to when the funds will be available for use.
Based on the information above and as rates are subject to change based on availability, I am unable to honor your refund 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 Consumer Rebuttal /* (3000, 10, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You absolutely contradict yourself if you say you want your customers to have a larger say on what the right star rating for a particular hotel may be if you don't take their feedback seriously. As I stated, every other site has them in the 2 star range, and had their room at 25% of the rate you baited me into paying originally. This comparative price was found AFTER I booked the room through your hoax of a program.
I checked the box agreeing to the terms of your agreements with the misconception that your entity had the integrity to rate the hotels you represent fairly and to do so without intent of ripping your consumers off.
If you were acting faithfully in this sense, I imagine it wouldn't have taken a month to respond to this case and you would be investing a lot less time in responding to Revdex.com complaints.
I am completely dissatisfied with the results of your response and will not be surprised when your business practices catch up to you.
Final Business Response /* (4000, 12, 2016/01/27) */
January 27, 2016
[redacted]
[redacted]
[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 regarding your reservation at the Red Roof Inn Knoxville Central - Papermill Road. I regret you remain dissatisfied with the previous response on how we calculated the star rating and what to expect at the hotel upon check-in. As such you want to have a refund on the extra amount that you paid at the time of rebooking.
Please be advised that it was is our intention to mislead our customers on how we represent our hotel partners and their quality. Regardless of the hotel's star rating, we guarantee our customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners the opportunity to rectify the situation. In the event the hotel will not be able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at [redacted] ([redacted]).
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 forward your comments for possible future improvements to the website. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Based on the information provided above, my decision remains the same; I am unable to honor your refund request.
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, 2015/06/25) */
June 25, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an...

issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint for Mr. [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation.
The information provided in this complaint was not linked to an account or an itinerary. At this time we are requesting Mr. [redacted] to please provide an itinerary number and the email address associated to the reservation. He [redacted] submit the information via this Revdex.com case. This information will enable us to appropriately address the situation and upon receipt, Hotwire will be able to assist Mr. [redacted] further.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

April 9, 2018
[redacted]
8[redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation in Palm Springs, California.
 
I regret you remain dissatisfied with your Hot Rate hotel reservation. You do not feel we provided adequate information pertaining to The Adriatic Resort. As such, you are again requesting a refund be honored.
 
I apologize for any inconvenience incurred regarding this matter. I assure you, it was not Hotwires intention to mislead you in any way. Again, we assured you that the star rating and amenities are the same as well as the hotel address. The hotel still holds your reservation and your original Hotwire itinerary confirmation with The Adriatic Resort.
 
After reviewing your account, I confirmed a refund in the amount of $373.23 was processed back to your Visa ending in [redacted] on March 31, 2018 due to the hotel room condition. As I understand this was not the case with your reservation, please accept my sincere apologies. Allow me to assure you Hotwire prioritizes the safety and cleanliness of a property as a matter of upmost importance. This is not typical of what our customers can expect when booking with Hotwire.
 
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Sincerely,            
[redacted]
Customer Care Relations
Hotwire Corporate OfficeTell us why here...

July 25, 2017
 
[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 recent hotel reservation with [redacted] Plus Kansas City Airport-KCI East. I regret you remain dissatisfied with the previous response we provided.
 
As previously mentioned, 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. After booking, a guest may contact the property directly to ask for a specific bed type. However, this will depend on the hotel’s capability.
 
In addition, the following information was indicated at the time of booking:
 
“Rooms sleep the number of guests. Bed types and sizes aren't guaranteed.”
 
Based on that information, our decision to not refund your reservation remains final.
 
At this time, we remain confident our business model is meeting the needs of our company’s goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Escalations

Complaint: [redacted]I am rejecting this response because it ignores the substance of the complaint and affords no remedy.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/19) */
November 19, 2015
[redacted]
[redacted] East [redacted] Street Apt [redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX , Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your recent reservation with Trevi Fountain - Spanish Steps in Italy. I understand your dissatisfaction stems from arriving at the hotel only to find out that they do not have the reservation, and you were transferred to a different property. As such, you are requesting a full refund.
Unfortunately, overbooking does occur occasionally 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. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer.
In review of your account, I contacted the hotel, I spoke to [redacted] and confirmed that they have a reservation that was held in the property's other building. Based on the information above, I am unable to honor your request to refund.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted].
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate Hotwire response. however, I still cant accept that they downgrade me both in terms of the hotel value (Stars) and the hotel location. it changed my whole short vacation for the worst.
I was hoping for this to be resolved through the Revdex.com who are doing amazing work and I thank them but If it wont work I will have to go through other options.
Thank You,
[redacted]
Final Business Response /* (4000, 9, 2015/12/08) */
December 8, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Rome Kings Relais. I regret you remain dissatisfied with the handling of your situation. I understand you are unhappy because you feel your original hotel was downgraded to a different property in terms of quality and location.
As previously mentioned, do our best to accommodate our customers at equivalent properties during oversold dates. We understand that this situation is less than ideal.
To understand clearly, I further researched your alternate accommodation, The Five Rooms Rome, I found all reviews on Trip Advisor were excellent pertaining to its location, friendly staff, cleanliness, and quality. We also confirmed with [redacted], from Rome Kings Relais, that the hotel you were transferred to is a separate property of Rome Kings Relais which is about 6-minute drive away. Therefore, I feel that these hotels are absolutely comparable in terms of its overall quality and location.
Based on the information above, I am unable to honor your refund request. For the inconvenience of having to travel to the hotel from your original destination, I have applied 25 Hot Dollars to your account. Hot dollars is equivalent to US dollars that you can use on booking Hot Rate(r) Hotels, Hotels, and Hot Rate(r) Cars. Your Hot Dollars is valid until December 8, 2016.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 11, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/09) */
November 9, 2015
[redacted]
XXXXX [redacted] CT
[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 Dusit Residence Dubai Marina. I understand that you are dissatisfied with your recent hotel booking because you had to pay for alternate hotel as you were not provided with a room that is wheelchair accessible. As such, you requested to refund your reservation and also the difference in price to your alternate hotel.
At Hotwire, customers can choose the place they want to stay based on the amenities that best suit their needs, such as Accessibility options. If an amenity is listed, we guarantee it is found at the hotel. While we work to ensure the amenities provided upon booking are available, with the limited rooms provided of each hotel property, we recommend customers to contact us for specific request of accessibility accommodations.
After reviewing your account, I confirmed that on October 20, 2015, we processed you request for a full refund. The refund typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use.
Hotwire is committed to ensuring our customers have accessible accommodations while traveling. We have search tools that allow you to filter your search results and display only those that can accommodate specific needs. To do this:
1. Enter your destination and the dates you plan to travel.
2. Choose "Find a hotel" - The hotel search results page opens.
3. To see only hotels that meet your accessibility needs, select the amenities filter and the "accessibility options" link
4. Select the options that apply to your specific needs.
5. The hotels shown for your destination are filtered to include only hotels that offer the accessibility options you selected.

After you book, we'll call the hotel to make sure they have a room available that can meet your needs and send you a confirmation email.
For us to move forward and fully address his concerns on the difference in price, Please send us a copy of your alternate hotel official receipt and a copy of your credit card statement showing the hotel charges. Upon receipt, we will be able to fully review and refund the price difference.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/14) */
January 14, 2016
[redacted]
XXXXX [redacted] Ave [redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email [redacted]@att.net
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your Hotwire reservation. I understand you made a booking on January 4, 2016, but was unable to receive a confirmation email regarding the booking. As such, you are requesting for a full refund.
I apologized for the inconvenience this situation has caused you. Allow me to assure you this issue is not typical as to what customer can expect from booking with Hotwire. I attempted to locate the information referenced in your first and last name and email. I was unable to pull up an account, Please reply associated with the account (this would have been provided at the time of booking), as well as two of the following identification pieces for security verification:
- Email address associated with the account
- First and last name of the primary guest
- First and last name of the account holder
- Phone number associated with the account
- Reservation number
- Zip code associated with the account
Once we receive this information, we will be able to search further and provide you with a response to your inquiry.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 7, 2015/11/23) */
November 23, 2015
[redacted]
XXXX X [redacted]
[redacted]
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 Travel Inn Portage. I understand your dissatisfaction stems over the quality of your recent hotel booking. As such, you request a refund.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review. Because contact was not made to us until after the reservation dates, please understand our options are very limited.
Allow me to assure you Hotwire regards cleanliness in its utmost importance. As such, I did further investigate reviews pertaining to the Travel Inn Portage. Based on your concerns regarding the condition issues at this hotel, I further researched the property. I read numerous reviews and did found reviews on the hotel's condition concerns. We apologize for the inconvenience this has caused you.
Upon further investigation, I contacted the hotel and talked to Kenny. She informed us that the room was utilized. As such, I am unable to honor your refund request. For the inconvenience, we have applied 25 Hotdollars to your account under [redacted]@gmail.com. Hotdollars can be used on your future HotRate(r) Hotels, Hotels and HotRate(r) Car bookings and is valid for 1 year expiring on October 28, 2016.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 9, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire now admits that they DID NOT provide us with a clean and comfortable room as was promised, and that they have received other complaints about this hotel However, they are stating that they cannot offer a refund because we "utilized" the room. THIS IS NOT THE CASE.
After entering the room at the Travel Inn and finding it to be disgusting, we stayed 5 minutes and took pictures. We touched NOTHING. We then went to the "front desk" to complain and were met by a woman who said she could not help us, because her son is "the boss" and he was not there. There was also a language barrier and the woman was of no assistance to us, whatsoever.
We decided to leave because we did not want to spend another minute there, and she was unable to help us.
The claim by HOTWIRE that we utilized the room is completely FALSE. In fact, I have offered on SEVERAL occasions to provide HOTWIRE with a copy of my bill and credit card statement from the Clarion Inn, in Michigan, that we actually stayed at! This will PROVE that we did NOT utilize the room at Travel Inn. I have asked HOTWIRE SEVERAL times where I can send the proof of our stay at a different hotel to, and they have just ignored it.
As for why we did not call HOTWIRE on the night of our issue? Because I was not confident that HOTWIRE would provide a solution, plain and simple! Why would I trust a company who had just failed to provide a customer with something that they promise?
I WOULD LIKE TO SEND HOTWIRE A COPY OF MY INVOICE AND CREDIT CARD BILL FROM THE ALTERNATE HOTEL THAT WE FOUND, 45 MINUTES AWAY, ON OUR OWN. Again, this will prove that we DID NOT utilize the room, and negate the excuse offered in their response.
I am disgusted by this company and ready to take this to any level necessary. Now that they agree that the hotel was not up to their promised standards, and knowing that I can PROVE that we did not utilize the disgusting room, I don;t see what further explanation they can come up with. I've heard a number of excuses from them already. We are being penalized for HOTWIRE's mistake.
Please let me know where I can send my proof of stay at the Clarion hotel in Kalamazoo, Michigan.
Thank you
Final Business Response /* (4000, 12, 2015/12/14) */
December 14, 2015
[redacted]
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Travel Inn Portage. I understand that you are dissatisfied with the quality of the hotel you received on your recent booking. As such, you are requesting a full refund.
As previously mentioned, we guarantee that regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. Because contact was not made to us until after the reservation dates, please understand our options are limited.
We have contacted the hotel and was informed that you were able to utilize the reservation. If this isn't the case please send us a copy of the receipt of the alternate hotel stay and the bank statement that shows the charges. To resolve your issue as quickly as possible, please email the documents to [redacted]@hotwire.com.
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, 6, 2015/07/23) */
July 23, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your booking with the SUNSOL Boutique Hotel. We understand that your original reservation with the SUNSOL Boutique Hotel was cancelled due to an overbooking situation with the hotel, and you found and paid for the replacement reservation on your own. As such you are seeking a full refund for this booking and additional compensation. We regret any inconvenience or frustration this situation [redacted] have caused.
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer.
Upon review of your Hotwire account, I see that this reservation was refunded in full on July 11, 2015. As additional compensation for this situation we have added 25 Hotwire HotDollars to your account. Each HotDollar is equivalent to one US Dollar and can be used to book any Hot Rate hotel or car rental reservation. Your HotDollars will remain available for use up to one year from the expiration date, or in this case, until July 22, 2016. You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent.
Please fax us the receipt from the hotel you found for your stay and we will be happy to reimburse you for the difference in rates between your original booking ($286.42) and the rate you paid the replacement hotel. Please fax the documents to X (XXX) XXX-XXXX.
We strive to exceed our customers' expectations, and we regret 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, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Thanks for the response. I have faxed the reciept($447.96) for the hotel which I booked on my own to the number sent by you.
I do not understand overbooking concept. When we book through hotline, the confirmation email we receive says "Your Confirmed", if you are not sure why are you sending this kind of emails? we tend to believe that the reservation is confirmed. This is misleading.
Me and my family went through horrific time when we were denied our reservation.
Settle the following ASAP.
1) Insurance refund of $ 11.46
2) Difference of charge which I paid for the hotel,which I booked in Orlando.
Regards,
[redacted] K
Final Business Response /* (4000, 12, 2015/09/02) */
September 2, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking SUNSOL Boutique Hotel on July 10, 2015 in Clermont, Florida. We understand that you arrived at the hotel and they were overbooked. Hotwire has refunded the cost of the alternate hotel you needed to use. You are seeking a refund for the cost of the supplemental insurance. We regret any inconvenience this situation [redacted] have caused.
During the Hotwire checkout process, you will be given the opportunity to purchase Trip Protection through our third-party provider, Allianz Global Assistance. The insurance fee is not included in your Hotwire rate. If you choose to buy insurance, the insurance charges (from Allianz Global Assistance) will be billed at the time of purchase by Allianz Global Assistance. Any refunds of this policy would need to be from that company. You [redacted] reach Allianz Global Assistance at XXX-XXX-XXXX. Your policy number is HXXXXXXXX.
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-
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (2000, 14, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/11) */
June 11, 2015
[redacted] A [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 Revdex.com, regarding your hotel reservation at the Ramada Kissimmee Downtown Hotel. We understand that when you arrived to the hotel they were overbooked, and you are seeking a full refund. We regret any frustration or inconvenience this [redacted] have caused.
Unfortunately, overbooking does occur occasionally 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. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel partners to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer.
Upon review of your Hotwire account, I see that this reservation was refunded in full on [redacted] 28, 2015. As additional compensation for this situation 25 Hotwire HotDollars were added to your account. Each HotDollar is equivalent to one US Dollar and can be used to book any Hot Rate hotel or car rental reservation. Your HotDollars will remain available for use up to one year from the expiration date, or in this case, until [redacted] 28, 2016. You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent.
We strive to exceed our customers' expectations, and we regret 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

July 18, 2017
 
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
 
Dear Christopher,
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Hotel [redacted] Anaheim. I regret you remain dissatisfied with the previous information we provided.
 
We appreciate the screenshots you shared to us. Upon review, we confirmed that the ratings you found was from our Hotwire Hotels section. This is another way of Hotwire to offer amazing hotels to customers. Under this section, customers have the ability to browse deals by hotel name. Rates from this section are different to Hot Rate® hotels that are deeply discounted.
 
The rating percentage which is scored from 1 to 5 for Hot Rate® and retail (Hotel’s section) hotel bookings can be different as the experience for Hot Rate® booking starts with the booking process all the way through to the rate paid for the room. It is expected to be different as the Hot Rate® bookings are deeply discounted unlike the retail hotels as mentioned above.
 
Regardless of how the hotel is rated, we can assure you Hotwire regards cleanliness in its utmost importance. You should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you arrive at the hotel and there are concerns with your stay the hotel staff is unable to resolve, you can contact Hotwire Customer Care at [redacted] for help.
 
At this time, are position has not changed. We remain confident our business model is meeting the needs of our company’s goals. We do place great value on your feedback and your business with Hotwire. We hope to better serve your travel needs in the future.
Best Regards,[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 6, 2015/10/19) */
[redacted]
In response to Revdex.com Case number XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear [redacted],
This letter is in response the case that you have opened against Hotwire through the Revdex.com last September...

30,2015.I understand you are asking for additional credits from your hotel reservation with the La Quinta Inn & Suites Brunswick in Georgia on September 4, 2015, Hotwire itinerary XXXXXXXXXX.
We can see that you refused to be rebooked to another hotel reservation as the main cause of not receiving the $224.23 Hot dollar credits that were promised to you, hence this was withdrawn from your account.
We also called the hotel on your behalf and was informed you used the hotel reservation in full and you stayed for three nights.
We regret to inform you that we cannot apply the Hot dollar Credit of 224.23 as this was specifically for the rebooking process. As this was not completed and you utilized the reservation, this offer is no longer valid.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Sincerely,
[redacted]
Customer Care
Hotwire Corporate

August 24, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. ...

We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from Mark Fraser (Revdex.com case number [redacted]) regarding a refund request for a package reservation.
 
Our records reflect on August 15, 2017 the customer accessed Expedia.com and self-booked a package reservation that included two round trip flights departing August 21, 2017 from San Diego, CA for San Jose Del Cabo, Mexico, returning August 25, 2017. The reservation also included a stay at the Cabo Azul Resort for corresponding dates.  The total on the itinerary is shows as $1,265.74.  The customer has contacted Expedia and stated they were over charged on their Visa account at $1429.28.  Expedia has responded by email requesting the customer provide proof of the higher charge so we can verify the incorrect charge and attempt to assist the customer.  As our records show the correct amount was charged to the customer, we will need a copy of their credit card statement showing the higher amount before we can do anything further.  To date we have not received the requested credit card statement showing the charges. 
 
If the customer still feels they were overcharged, they can attach the proof to this case and return it to us for further action.  Without this information being provided, we will consider the matter to be resolved.
 
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 Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/06/11) */
June 11, 2015
[redacted]
[redacted] XXXXX

Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted]:
Thank you for the opportunity to address your concerns sent through the Better Business...

Bureau regarding your reservation at The Westin Atlanta North Perimeter. We understand that you are claiming that Hotwire has charged you more than what was advertised and that you were not given a hotel in the designated mapped zone; as such, you are requesting compensation totaling $70.00 or a free night at a later date. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
We have further reviewed this case and have reconfirmed that this property is located within the Perimeter, Georgia mapped zone that was advertised. The total charged was also reviewed, and it has been confirmed that you were told the rate was $68.00 per night for 2 nights and the Tax recovery charges and fees were $35.24 for a total of $171.24. With this information we have confirmed that you received a property that was properly advertised.
Based upon the preceding information, we will not be providing you with any compensation for this reservation. 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 /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted],
The only thing you have done, is verify the information that shows on the order that was placed for me. What you are not understanding is that information is incorrect. This information is not what I agreed to pay before submitting the order for confirmation. If all of those prices and charges are correct, and that's what showed during the entire order, what reason what I have to dispute this? What I am telling you is my order showed. 101.00 for two nights with all fees included, however once the confirmation page came up, those totals changed. If you have access to account history, you can see that I called to your customer service department within 30 minutes of the order being placed. The only reason there was a 30 minute delay is because I had to hold before I could actually speak with a representative. Calling immediately should let you know there was an actual problem. I did not have to sit a couple days and think about it, I know it was wrong immediately so that's why I called immediately. I informed the representative that I only wanted them to correct the problem of charging me more than what I agreed to. I then told them, I was willing to pay more than the 101.00 If they were able to put me in the original area I seleted prior to the confirmation page. They simply told me sorry, there was nothing they can do. I did not use the hotel stay at all!
Final Business Response /* (4000, 9, 2015/06/23) */
June 23, 2015
[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 Westin Atlanta North Perimeter, for checking in March 13, 2015. We understand that you are requesting a refund or compensation, due to the hotel not being in downtown Atlanta and you were seeing a different amount when completing the booking. We regret any frustration this [redacted] have caused.
Our Hot Rate hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, once a booking has been completed, that booking is final, non-changeable, non-transferable, nonrefundable. When searching on Hotwire to complete a booking, we provide different shaded maps areas, to represent the area a hotel can be in. Our customers are able to select the area they want, and see the different star ratings and rates of the hotels for those areas.
On the payment page, we do recap the booking, including the area, dates, and charges. That way our customers have a chance to verify all the details. If any of the details are incorrect, then you have the option to not continue and go back and correct any issue. We do see that you were charged $68.00 per night for 2 nights and the Tax Recovery charges and fees were $35.24 for a total of $171.24.
Our decision remains the same and we will not be honoring your request for a refund or compensation. 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,
Christopher Ungurean
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Christopher,
Everything you are stating is the same thing every representative has stated before you. Surprisingly, not one time has it seems, that you guys have actually acknowledged my actual complaint. I am aware of how the hotwire purchasing process works. I understand they give a highlighted map of the possible area. I also understand that there is a recap screen that comes up before the confirmation screen. Unfortunately, what your company is not understand(which I have stated on every complaint and response.) That the information that showed on the recap screen is not the same information that was shown on the confirmation page. I don't know how else to break it down but I will try to get as simple with the situation as I can. Your recap screen said I would be in a hotel within 5-7 miles on the selected area of the map WHICH WAS FINE. The recap screen also said the price was only going to be 101.00 AND THAT WAS FINE AS WELL. Once I actually pressed submit on the recap screen, it brought up the confirmation page. However, on the confirmation page, the hotel that I was booked in was located more than 15 miles away from the area that was shown on the map during the repcap phase. Also on the confirmation page, the price has changed from 101.00(which was on the recap screen) to 171.00(which showed on the confirmation page). So Neither the location nor the price on the confirmation page was the same as the info on the recap page. For some reason, it seems that your company is not willing to admit that there was an error within your system! If I made a mistake I would simply admit it and bite the bullet but I am extremely positive about the total amount of the order (which showed 101) and also the location (5-7 miles from the shaded area on the map. Again, I'm not sure how I can break this down any further. I was charged too much, the hotel was not in the radius that was offered on the recap screen and I never used the room. There is no reason I should be responsible for paying for a mistake you company(website)made!
Thank you!

Initial Business Response /* (1000, 6, 2015/08/01) */
August 1, 2015
[redacted]
[redacted] Rd
[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...

Revdex.com, regarding your booking with the Wyndham Garden Fort Walton Beach. We understand that hotel was overbooked and didn't have your reservation. We regret any inconvenience this situation [redacted] have caused.
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer.
Upon review of your Hotwire account, I see that this reservation was refunded in full on July 25, 2015. Please allow seven to 10 business days for this process to complete. As additional compensation for this situation we have added 25 Hotwire HotDollars to your account. Each HotDollar is equivalent to one US Dollar and can be used to book any Hot Rate hotel or car rental reservation. Your HotDollars will remain available for use up to one year from the expiration date, or in this case, until Aug. 1, 2016. You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent. For possible refund of the insurance purchased please contact Allianz Global Assistance at X-XXX-XXX-XXXX.
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 Consumer Rebuttal /* (3000, 8, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is now past the time frame that is stated in the response, and I have still not received the refund. In addition, this was not a standard case of overbooking, as Hotwire states in their response. The reservation and payment were never sent to the hotel. The hotel representative explained that Hotwire had the wrong fax number on file, which the hotel had tried to correct several times during the previous week. The "confirmation number" that Hotwire sent me was not a confirmation of a reservation. The hotel had no record of this reservation at all. Hotwire has taken my money and provided no services in return. I was promised a full refund within 1-2 business days by their customer service rep on 7/15/15. I have yet to receive it. I was also promised a refund of the additional money that I had to spend on alternate arrangements within 7-10 business days. This was because there were no comparable options available within a one hour drive. The rates of rooms that were available were greatly inflated because of the need to re-book at the last minute. At this point, I have only received $25 in "Hotwire Dollars". I paid Hotwire $1,069.42 on 7/2/15 for four nights at a hotel on the beach, but instead have ended up spending $2,156.11 (the original $1,069.42 plus $1,086.69) for inferior lodging (one night at a Holiday Inn Express, and three nights at a Bayside Inn motel, 30 minutes away). I have an email from Hotwire stating that it [redacted] take up to two months to be reimbursed, and that they will only pay the $1,086.69 amount. This does not match what is written in their Revdex.com response, nor what was promised by customer service.

Hard to believe they are still doubting my integrity? They can reach my urologist [redacted].Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/14) */
December 14, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com regarding your reservation with Margaritaville Hollywood Beach Resort in Florida. I understand that you are dissatisfied with the savings that you receive on your hotel booking. As such, you are requesting a full refund.
At Hotwire, savings are based on actual Hot Rate(r) Hotel bookings made in the previous 12 months as compared with the lowest published rates found on leading retail travel sites. Prices are dynamic and vary based on booking date and length of stay. There is no guarantee these savings or rates will be in effect at the time of your search.
We work diligently with our partners to offer consistently low rates to our customers and we are able to bring you low rates by listing them anonymously and guaranteeing to our hotel partners that reservations will be used as booked; therefore, our Hot Rates are non-refundable and non-changeable. I can assure you that your Hotwire Hot Rate was booked at a great savings, which is why it is backed by our Low Price Guarantee.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate Hotwire taking the time to respond. When I booked, it was made clear on the booking page that I was receiving a hotel room at 73% off. I did not receive any discount, I actually paid more for the room than the rack rate for the same room. If Hotwire can prove, that the room I stayed in, was in fact, if ever, a $1349.00 room, then I will accept the response. As a consumer, I trusted the advertisement and the discounted price advertised on the Hotwire website. Please provide documentation that the room I received at Margaretaville, at any time in the past 12 months was a $1349.00 room or the documentation to prove that at any retail hotel site, sold the same bay front double room for $1349.00. I did not receive a discount of any kind as promised by Hotwire. Unless documentation is provided then Hotwire provided false advertisement and overinflated rates. I did not receive what was advertised.
Final Business Response /* (4000, 9, 2016/01/04) */
January, X XXXX
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding a hotel in Hollywood Beach, Florida. I regret you remain dissatisfied with your Hot Rate(r) hotel. Your dissatisfaction stems from the savings that you received on your hotel booking. As such, you are requesting a full refund.
Please allow me to further clarify how the savings provided was derived. Savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption the savings provided was based on this hotels direct rate as that was not our intention.
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 are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds.
We remain confident our business model is meeting the needs of our company's goals. Based on the information above, my decision has not swayed, we are unable to cancel the booking.
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
Final Consumer Response /* (4200, 11, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the clarification. Regardless, according to your website, I was told I was receiving a 73% discount and I did not receive a discount of any kind. Once again, I paid more for the room than the hotel published rate. I think due to the misrepresentation of your website I am owed a refund of some sort. One again, I did not receive a discount of 73%. In your hot rate advertisement it was also stated that the room was originally over a thousand dollars. This was a false statement. I am willing to forgo the 100% refund and I will accept the difference of the 73% off as promised. Your website stated the percentage off of a specific price, if your company cannot honor that, then why publish it? Do you take into consideration that some of the rooms that you are using to base your pricing on [redacted] be suites or club level rooms? If you use those rooms as a price comparison then you are also misleading the public. When you compare it should be apples to apples.

March 7, 2017   [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 reservation with Travelodge Hotel & Convention Centre - Ottawa West. I regret you remain dissatisfied with the previous information we provided.   As previously mentioned, we would work with Allianz Global Assistance to sort out the pricing, however this does not make your reservation refundable.   At the time of booking, you agreed to Hotwire Terms and Conditions which indicates:   “This booking is final (no refunds, no changes, non-transferable).”   Based on that information, our decision to not refund your reservation remains final. Since your reservation is already paid, I suggest you make use of it.   We appreciate your business and regret your Hotwire experience was anything less than exceptional.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office