Hotwire

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

[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, 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!

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

April 13, 2016
[redacted]
[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 Hot Rate® hotel reservation with [redacted] – Luxury Condo. I understand you were waiting for the outcome of our review as you have already sent the documents needed.
On April 1, 2016, we have received the copy of the hotel receipt and your credit card statement showing the charges you paid directly at the property to get an all-inclusive accommodation. As previously mentioned, I have confirmed that the property type of your hotel was changed from an “All-inclusive hotel” to a “Condo”. As such, we are willing to refund the charge of $685.03. Please allow us 7 to 10 business days to process the refund.
After careful investigation, as the reservation was fully utilized, we are unable to honor your request to refund the booking cost of $1,082.61.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care RelationsHotwire Corporate Office

Complaint: [redacted]
I am rejecting this response because:I never confirmed the reservation and I called several times before the reservation took place so there was plenty of time for Hotwire to cancel this reservation they fraudulently made. I expect a full refund as well as an apology from Hotwire for the time and stress they have caused me and my family. Sincerely,
[redacted]

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, 5, 2015/11/10) */
November 10, 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 Hotwire...

and the Revdex.com regarding your reservation with Portland-Days Inn South. I understand you are dissatisfied with your recent hotel booking because the $15.00 discount you expected did not apply. As such, you requested to get a $15.00 credit.
At Hotwire, we obtain discounted rates in exchange for guaranteed reservations. We work hard to negotiate the lowest rates with our partners. On top of our Low Price Guarantee bookings, we occasionally distribute promotional discount offers to better satisfy our valued loyal and potential customers. These discounts are advertised via electronic mail, Social Media Sites, and directly posted on our website. It typically provides you a code that you enter on the billing page before completing the transaction with Hotwire.
I can see that you booked your trip on October 21, 2015. Hotwire is all about empowering people to take more trips by giving them great deals and inspiring them to be more adventurous, and at that time, we had announced our 15th Birthday Sale for you to celebrate with low prices on hotel rooms from October 15 to 21, 2015. Our customers can save additional $15 on HotRate(r) Hotel rooms in hundreds of locations, some of which are already reduced by up to 60 percent of their normal price.
After further review, one of our representatives attempted to probe on how you booked the reservation. However, this opportunity to address your concern was declined as you wanted to dispute it directly to your bank.
Based on the information provided, I added 15 HotDollars to your account. I applied this credit to your account under [redacted]@yahoo.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) Cars. Your HotDollars are valid for up to one year, expiring on November 7, 2016.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While not the $15 advertised, a voucher/credit is probably the best I could hope for given their tone. I regret that I have to do business with them once more to use the credit.

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...

Initial Business Response /* (1000, 5, 2015/11/24) */
November 24, 2015
[redacted]
[redacted] Street
[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 Hertz Rent a Car in Kona International Airport. I understand you cancelled your trip to Hawaii and will no longer use your car booking. As such, you requested a cancellation and refund.
Our records indicate that your reservation is a Hotwire HotRate(r) booking.
We are able to bring you low rates by listing them anonymously and guaranteeing to our partners that reservations will be used as booked; therefore, our HotRates(r) are non-refundable and non-changeable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. Regardless of whether or not the booking is used, we are charged and for this reason, are unable to refund this reservation.
In addition, our Terms of Use, Car Booking Rules and Regulations indicated the following information:
"This booking is final (no refunds, no changes, non-transferable)."
Based on that information, I am unable to honor your request for 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 Business Response /* (1000, 12, 2016/02/16) */
February 16, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an...

issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand Ms. [redacted] is requesting a refund. On February 9, 2016 we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint.
Our records reflect on November 5, 2015, the customer self-book a flight reservation, using Hotwire.com. Travel was on United, departing December 9, 2015, from Kuwait City, Kuwait to Richmond, Virginia; returning on January 2, 2016, from Richmond, Virginia to Kuwait City, Kuwait. The customer is stating our agent selected the wrong date when exchanging her ticket.
We can confirm on December 4, 2015, the customer contacted us requesting to change the return flight for travel on January 7, 2016. Our agent proceeded with the exchange, however, they advised the customer of the dates of January 27, 2016, during the recap. Ms. [redacted] did authorize the exchange as she provided her credit card information to finalize the payment of fees associated with the exchange.
On January 8, 2016, Ms. [redacted] contacted us stating the agent selected the incorrect return date, and requested to purchase her a new ticket. When reviewing the call recording, it was noted that Ms. [redacted] agreed to the final changes with the dates of January 27, 2016.
While we understand Ms. [redacted] stated she did not understand the agent's annunciation, a recap was provided which clearly stated the return date of January 27, 2016. We regret any inconvenience this matter has caused; however, Hotwire is unable to honor the customer request for a refund.
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, 14, 2016/02/17) */
EMAIL FROM CONSUMER:
Good morning,
They are avoiding there responsibility on the matter. They know I told the agent on at least on three different occasions the correct date of 1/7 AND spoke the numeric version 1-7 when I attempted to correct her. For this alone they are fully to blame ,but I will accept as MIDDLE ground a refund of half of my cost for my new ticket or a hotwire credit for the FULL amount of the ticket.
It is truly ironic that they choose to hire those who can't comprehend or speak the English language and then feel as though they are totally absolved from any responsibility.
I hope they accept this counter offer.
[redacted]
Final Business Response /* (4000, 17, 2016/02/26) */
February 26, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Ms. [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
As previously advised, Hotwire did confirm the customer's interaction with the agent. While Ms. [redacted]'s initial request was January 7, 2016, the agent recap the new flight information with a travel date of January 27, 2016. Ms. [redacted] did agree and provided her payment information to finalize the change.
Despite Ms. [redacted]'s recent experience with Hotwire, we do value her business. As the customer is stating the dates were incorrect, we will honor a refund of the change fee of $141.95 and a refund of the airline credit in the amount of $103.00. On February 26, 2016, a refund in the amount of $244.95 was processed back to the original form of payment. The time it takes the refund to post depends on how quickly the customer's credit card company processes refunds.
We thank you for allowing us to address this matter further. 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, 19, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a Hotwire credit of $1000 for future travel to cover the difference of my airline ticket I was forced to purchase.

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, 2015/11/15) */
November, XX XXXX
[redacted]
[redacted] St
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customers email address: [redacted]@gmail.com

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

through the Revdex.com, regarding your hotel reservation. I understand your dissatisfaction stems from the number of beds you got at time of check in.
I attempted to locate the information referenced in your email. However, I am unable to locate a Hotwire account based on the information which was provided.
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:

- Hotwire itinerary number
- first and last name of the passenger, primary guest, or primary driver
- 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 hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire Itenerary # XXXXXXXXXX
First & Last Name [redacted] or [redacted]
Account Holder [redacted] C/O [redacted]
XXX-XXX-XXXX
Reservation # XXXXXXXXX
Reservation #XXXXXXXXX
Reservation # XXXXXXXXX
Reservation # XXXXXXXXX
Zip Code XXXXX

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

August 10, 2017
 
[redacted]
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding...

your Hotwire hotel booking. I understand you are dissatisfied for the booking that was cancelled without your notice. As such you requested a refund.
 
In review of your account, I confirmed that your transaction was cancelled and refunded by our Risk Management. Hotwire has determined that its decision to cancel your booking warranted because it could not be verified at that time. Unfortunately, that transaction fell outside of our acceptable risk threshold.
 
The account utilized to book the reservation was refunded and will not be charged.
 
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."
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 8, 2015/09/30) */
September 30, 2015
Revdex.com
Hotwire - 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.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com complaint #XXXXXXXX) regarding the request to expedite his refund.
Our records show on June 22, 2015, Mr. [redacted] self-booked a Hotwire.com flight reservation via booking number XXXXXXXXXXX, with a travel commencing on July 23, 2015 in the amount of $636.60 We understand from Mr. [redacted]'s complaint, reservation was booked twice and charged $636.30 three times by the website. The customer also stated one refund of $636.60 was already given. Mr. [redacted] is requesting the second refund of $636.60 due to website error.
Upon researching the customer's complaint, we can confirm on September 11, 2015 Mr. [redacted] brought this matter to our attention. Mr. [redacted] was advised refunds were already processed directly by the airline back to the original form of payment. The customer was also provided with the airline refund timing.
Hotwire only acts as an independent reservations agent for hotel, airlines, and car reservations and must abide by the terms and conditions of that particular vendor including their refund timing procedures. Based on the information provided above, we are unable to honor Mr. [redacted]'s request to expedite his refund.
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, 2015/11/09) */
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, 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.

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.)

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