Hotwire

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, 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, 2015/06/25) */
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 10, 2017
 
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 hotel reservation.  We understand Ms.[redacted] is requesting a refund. On April 3, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on March 21, 2017, the customer self-booked a pay later hotel reservation for the Sea Gypsy Inn Oceanfront with two rooms check-in date April 8, 2017, check-out date April 15, 2017, via itinerary number [redacted]. The customer is stating that they received an email advising that the reservation was canceled; however the customer was not refunded in full.
 
Upon further researching this matter, we can confirm on March 22, 2017, one room was canceled and refunded in the amount $423.42. On March 31, 2017, the other room was canceled and refunded in the amount $357.33.
 
On March 31, 2017, the customer contacted Hotwire advising that she booked two rooms and received an email that advised that the reservation was canceled; however the customer thought that both rooms were canceled and refunded. The customer requested the refund for the deposit.
 
Hotwire contacted the hotel; they advised that one room that was canceled on March 31, 2017, and that room was inside the cancellation window. The hotel imposed the charge for the deposit in the amount of $68.09. The hotel advised that they would not process the refund back to the customer.
 
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies.
 
During the booking and checkout path on our website, it was disclosed the cancellation and change policy for the hotel and in the case of multiple rooms/units booked together, fees charged by the property apply to each room/unit that is canceled of changed.
 
Sea Gypsy Inn Oceanfront was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Hotwire.
 
Hotwire cannot honor the customer’s request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
[redacted]
Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/10/22) */
October 22, 2015
[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 car reservation in Oakland California. I understand your dissatisfaction stemmed from additional costs incurred, as a result of being denied service by Enterprise.
As you can see, Hotwire services two types of car rental reservations: Hot Rate Cars and Cars. With Car bookings, you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency typically when you return the vehicle. These bookings can be cancelled at any time without penalty. Our Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundable. I confirmed the type of rental you booked is a Car reservation.
When booking a car rental on our Web site, our customers have the option to select whether they are using a credit card or debit card for deposit. If customers select they are using a debit card, they then have the ability to select whether they are a local renter or if they are travelling with proof of a round trip ticket. Our Web site then filters the search results based on the criteria entered. If any of these steps are not taken, customers [redacted] receive a rental agency that will not accept a debit card for deposit.
These are the terms and conditions that you agreed upon when you made the car reservation:
Reservations [redacted] be cancelled at any time without penalty. You'll pay later when the agency bills you. You can add drivers at the counter for a charge. The agency requires a credit card in the driver's name for deposit. The amount varies and can't be used on your card until you return the car. Agency does not accept debit/check cards for deposit. Pick-up/drop-off must be the same location. Driver must be present and bring ID.
As per Hotwire's Terms of Use, some rental locations [redacted] not accept debit/check cards for deposits and [redacted] have additional requirements for using a debit card such as requesting proof of a roundtrip transportation itinerary in order to rent the vehicle. If using a debit card for your deposit, contact the rental agency after booking for additional policy information.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Sincerely yours,
[redacted]
Customer Care
Hotwire Corporate
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This isn't a response it looks like Mr. [redacted] simply copied and pasted some text from their website. They are not willing to do ANYTHING to resolve this and I think that reflects poorly on their business. Customer service, where is it?
I still think they did not disclose or make me as the consumer aware of Enterprises policies on debit cards. I would like some kind of credit ....even half of what I had to shell out in ADDITION to what I budgeted for my trip. $70, can you come up with that Hotwire? Or are you just going to continue to throw rhetoric at me ad nauseam?
Regardless of what you do I will be telling everyone I know to steer clear of you! You know the old saying one unsatisfied customer tells 7 friends and they tell 7 friends....do the math.
Final Business Response /* (4000, 9, 2015/11/11) */
November 11, 2015
[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 you recent car reservation. I understand you are claiming that you are not aware of additional costs incurred, as a result of being denied by the rental agency; Enterprise.
As such, you are requesting for compensation.
At Hotwire, we strive for clarity on the site. To ensure this, information regarding deposit requirements is provided along the booking path and in our Help Center. A link to our Help Center is located on the top of every page on our site. In our Help Center under "searching and booking, we specifically address "What is a typical car rental deposit?" as follows:
For rental deposits in the U.S. and Canada, you should have at least $200 in available funds. The rental agency will require a credit card in the name of the primary driver as a deposit. Some rental locations [redacted] accept debit/check cards for deposits but [redacted] have additional requirements such as requesting proof of a roundtrip transportation itinerary in order to rent the vehicle. If you are using a debit card, the car rental company will place a hold on your deposit amount, and you will not have access to these funds until the car is returned. If optional items are elected for purchase (e.g., insurance), additional available credit will be required. Please note that the amount of available credit that is necessary varies, depending on the type of car and the rental period.
Our Website has an option to filter the search results based on the criteria entered. If any of these steps are not taken, customers [redacted] receive a rental agency that does not accept their deposit.
Based on the information provided above, my decision has not swayed. I am unable to honor your request for refund or any form of credit. 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, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire is not addressing the issue which is that in the email confirmation I received it clearly stated that Enterprise accepted debit cards NO WHERE did it state that the person needed to be local in order to use a debit card NO WHERE!
Hotwire doesn't want to own their flat out false statement in that confirmation. Clearly they don't care about customer service at all.
Mr. [redacted] you will never get my business again and I will be telling all my friends and family to steer clear of your less than honest and reputable business.
You are a big company so why should you care about one persons' unsatisfactory experience and your downright dishonesty, right? Wrong! It's called integrity, its called honestly and frankly sooner or later it will come back to haunt you.
You say your goal is to exceed my expectations? Well you haven't even done a minimal job at that. Disgusted really disgusted. Social media will be my voice then if this is where you stand.
[redacted]

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

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, 2015/08/01) */
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.

Initial Business Response /* (1000, 5, 2015/07/19) */
[redacted]


XXXXX [redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your correspondence with Hotwire and the Better...

Business Bureau regarding your Hot Rate hotel booking at the Harrah's Hotel and Casino Las Vegas. Specifically, you state that the name provided for this booking was incorrect; as such, you are requesting that we resolve the situation. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Please understand that one of the ways we are able to get you such low rates is by guaranteeing our hotel partners that once a reservation is booked it will be used as is. We do our best to make this as clear as possible, even stating in our Terms of Use that "Names can't be changed after booking". We also do not allow a reservation to be finalized until this is agreed to.
Based upon the information provided to you by our customer care team and the above information we will not change the name on this reservation or provide any other compensation. We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office

Initial Business Response /* (1000, 7, 2016/02/01) */
February 1, 2016
[redacted]
XXXXX [redacted] Rd
[redacted] CA 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 a possible fraudulent transaction. I understand you've located a booking on your account which is unfamiliar to you. As such, you requested a refund.
Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud.
Based on your contact to Customer Care on January 20, 2016, a fraud report has been filed and shared with our Risk Management team. . A request for a refund can be made through your financial institution.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/02) */
July 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...

car rental reservation with Enterprise. We understand that you are seeking a refund, as your uncle passed [redacted] and you were unable to use the reservation. Please accept my sympathies for your loss. We hope you and your family are holding up well in this stressful time.
We understand that a death in the family can be difficult; as such we offered a refund provided you were able to submit the required documentation. In order for us to review your situation further, we must receive the documentation as requested. We will accept either a dated obituary from a published news source with yourself listed as a surviving family member, or a certified copy of the death certificate. Please fax the requested documents to X-XXX-XXX-XXXX. Once received, we will review the documents for a possible refund. You will be notified via email regarding the outcome. Without this documentation, we are unable to honor your request for a full refund.
We appreciate your business, and regret that your Hotwire experience was anything less than exceptional. We hope that we will have the opportunity to better serve your travel needs in the near future. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

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

March 21, 2016[redacted]Richmond, CA [redacted]In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted] Dear [redacted], Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with [redacted]...

[redacted]. I understand you are dissatisfied with your recent hotel booking because the rooms you booked did not accommodate the number of guests you indicated on the reservation. At Hotwire, we guarantee all rooms booked 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. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. Some properties may offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservation. Our partners will do their best to make your stay as comfortable as possible. Our records indicate you booked a HotRate(r) Hotel for 12 adults and 1 child. I recognized, each rooms was assigned in a room with a king bed. We apologize for the inconvenience this has caused you. Upon investigation, I contacted the hotel and talked to Joseph, he said the 5th room was upgraded to a room with 2 queen beds for an additional fee. I can assure you this experience is not typical of what our customers can expect when booking with Hotwire. As such, we are more than happy to reimburse the amount you paid for the upgrade fee. To further assist you, please send us an email attachment with a copy of the hotel receipt showing the charges for upgrade fee. You can send it to [redacted]. Please be advised that this may take 7-10 business days upon receiving your receipt. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/09) */
August 9, 2015
[redacted]
XXXXX [redacted] St
[redacted] XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau regarding your booking at the Super8-Liberty- NE Kansas City Area for check-in August 4, and check out August 6, 2015. We understand that this hotel didn't meet your expectations. As such you will like to get a full refund. We apologized for any inconvenience you encountered due to this situation.
We have reviewed your situations and did confirm when you booked the reservation this hotel didn't advertise a pool amenity. When you want a specific amenity such as pool you always have to select it on our amenity list but this reservation was just booked without a pool amenity. I saw that you booked the reservation for two adults and two children, the hotel confirmed that you were provided a room that can accommodate four people -two beds nonsmoking.
At Hotwire, the way we get our great Hot Rates is by guaranteeing payment to our partners once the reservation is booked. That's what makes Hot Rate hotel final bookings once confirmed. Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room
Based on the above information we won't be able to honor your request for a refund. We did provide all what we guaranteed on this booking.
We also confirmed with the hotel that you checked in to the hotel and we hope you had a wonderful stay.
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,
Suwadu Jallow
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never checked into this hotel and if this response just goes to show the dishonesty of the hotel and or hotwire.com. The only concern they even addressed was they hotel didn't have a pool. They didn't even address the poor quality of the hotel. I wI'll never use hotwire again and if they continue to refuse to offer a refund I will have no choice but to file a charge back with my capital one card.
Final Business Response /* (4000, 9, 2015/08/18) */
August 18, 2015
[redacted]
XXXXX Laci St
Omaha, NE XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking at the Super8-Libert-NE Kansas City Area. We understand you disagree with our response and still looking to get a refund of this booking. We apologized for any frustrations this [redacted] have caused.
We have done further investigation on your reservation, and called the hotel again and spoke to Sam. He was able to clarify you were a no show, but they held the rooms for you, that is why the agent that we spoke with on the day of your travel gave us the information that you were in house.
At Hotwire we don't based our ratings on other site's reviews. We begin with Expedia's star rating, then adjust it up or down based on our customer's feedback. Regardless of a hotel's star rating, you should expect a quality experience from our hotel suppliers, including a clean and comfortable room. Our partners will do their best to accommodate those needs if you give them the opportunity.
We obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above we won't be honoring your request for a refund.
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 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

Initial Business Response /* (1000, 5, 2016/01/21) */
January 21, 2016
[redacted]
[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 Better...

Business Bureau, regarding your Hot Rate(r) hotel reservation with Country Inn & Suites by Carlson New York City at Queens. I understand your dissatisfaction stems from arriving at the hotel only to find out that they did not have your reservation. As such, you are asking a full refund on your second hotel booking.
As stated on your confirmation email, all bookings are guaranteed. Thus, it is no longer necessary to confirm your reservation with the hotel. Once a reservation is booked on our website, the confirmation and our payment details are sent directly to the property. Please be assured we provided payment to this hotel for your booking. 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.
We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate(r) hotels.
In review of your account, I confirmed that you were re-accommodated to a different hotel. We also covered the difference on the new property that we provided as a courtesy. Based on the information provided above, I am unable to honor your request for a full refund on the second hotel.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/20) */
July 20, 2015
[redacted]
[redacted]
[redacted] Hills, **
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX, XXXXXXXXXX
Dear MS, [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the Grand Hyatt Washington. We understand that you needed assistance with regard to a coupon code, and had difficulty getting through to our Customer Care line. We regret any frustration this [redacted] have caused.
With regard to the coupon code, our records show you were able to apply a discount code to the original booking. The added night of the reservation was not eligible to apply a discount code, as it was an extension of the original booking.
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait times. We also want to apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/06/03) */
June 3, 2015
[redacted]
[redacted] Street
[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 Hotel Nikko San Francisco. We understand from your letter that you do not feel you were treated fairly by Hotwire. We regret any concern or frustration this [redacted] have caused.
From the notes on your account, I see that you contacted us on [redacted] 23, 2015, requesting that you be assigned a room with two beds for your reservation. Our agent then attempted to contact hotel on your behalf to make the request. The agent was unable to reach someone at that time. Our records do not show any further contact.
All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you indicated at the time of booking. We do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodated. Our partners will do their best to make your stay as comfortable as possible. Based on the above information, the hotel is within guidelines to assign a room with one bed for two guests. We are happy to make these requests on your behalf, but we cannot guarantee you will be assigned a room with two beds when booking for only two guests.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We have the opportunity to better serve your travel needs in the near future.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very unfortunate to hear "we tried but where not able to reach out to someone" I specifically booked with hotwire to be assisted with my travel arrangements not to be left out stranded with a problem. I could have gone straight to a hotel and book it with with them directly instead of having a middle man that does not offer any solutions to its clients in case of a problem that [redacted] arise. This type of customer service is totally unacceptable and I will make sure social media knows what I have been thru with hotwire so other people and their families do not get stranded like I did.
Final Business Response /* (4000, 9, 2015/06/18) */
June 18, 2015
[redacted]
[redacted] W [redacted] St
[redacted], ** XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the additional opportunity to address your concern as sent through the Revdex.com, regarding your booking with the Hotel Nikko San Francisco. We understand that you do not agree with the response previously given concerning the situation. We regret any concern or frustration that [redacted] have caused.
From the notes on your account, we see that you contacted us on [redacted] 23, 2015, requesting that you be given a room with two beds for your reservation. One of our agents attempted to contact the hotel on your behalf to make the request. That agent was unable to reach someone at the hotel at that time. Our records do not show any further contact.
All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you indicated at the time of booking. We do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodated. Our partners will do their best to make your stay as comfortable as possible. Based on the above information, the hotel is within guidelines to assign a room with one bed for two guests. We are happy to make these requests on your behalf, but we cannot guarantee you will be assigned a room with two beds when booking for only two guests.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We hope to have the opportunity to better serve your travel needs in the near future.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Is this the way you guys as a company treat complaints against you guys? This is still totally unacceptable it does not change the fact that you guys don't care if we as a customer complaint or not.

March 13, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
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.
Our records reflect that on March 1, 2017, Mr. [redacted] booked a roundtrip flight from Chicago, Illinois to Phoenix, Arizona traveling March 3, 2017, through March 5, 2017. We understand from Mr. [redacted]’s complaint that after making the purchase, he was informed that his confirmation was pending. He requested that his flight be confirmed and that he receive credit for the time he spent trying to obtain confirmation.
On March 2, 2017, our records confirm that we sent a confirmation via email confirming his flight. According to records, the flights were utilized in full. Although we regret any inconvenience related to this issue, we do not feels compensation is warranted from Hotwire.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Corporate Correspondence Team