Hotwire

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

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, 2015/11/15) */
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, 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

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, 2015/11/24) */
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

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

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

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, 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]

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.

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.)

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, 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.

Initial Business Response /* (1000, 5, 2016/01/29) */
January 29, 2016
[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 Extended Stay America in Orange County, CA. I understand you are dissatisfied with your recent Hot Rate(r) Hotel reservation, as your request to cancel the reservation was not honored.
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates(r) and Hotwire Standard Rates. For standard rates, hotel details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee. Our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundable. These restrictions enable our partners to better manage their unsold rooms.
After reviewing your reservation, I have confirmed you booked a Hot Rate(r) hotel. On the final page of the Hot Rate(r) hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
All bookings are final. No refunds, changes or transfers.
Your account will be billed for the full amount when you book.
After you book, the hotel's name and address will be revealed.
Hotels will require a credit card when you check in; debit cards may not be accepted.
You'll pay the hotel directly for additional charges, like room service or resort fees.
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed.
Sometimes amenities may be closed for the season or for renovation, though we try to show what's currently available.
Based on the information above, I am unable to honor you request for refund.
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, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this because regardless of the booking type - the website had a tag on the room that it was refundable.
Further, I called five times and asked for a Supervisor four times. I was placed on hold, hung up on and never transferred to a Supervisor.
Hotwire used Bait & Switch tactics, and hid under the 'there are two types of bookings" mantra.
[redacted]
Final Business Response /* (4000, 13, 2016/02/23) */
February 22, 2016
[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 Extended Stay America in Orange County, CA. I understand you were dissatisfied with your recent hotel booking as you thought the booking was refundable.
As previously mentioned, you booked a HotRate(r) Hotel. We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident 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 we are unable to refund this reservation.
As all HotRate(r) bookings are final, we provide a list of Hotwire's Terms of Use on the billing page. This gives customers the chance to review the reservation details before completing the booking. Below was the bulleted reminders provided at the time of booking:
All bookings are final. No refunds, changes or transfers.
We billed your account the full amount shown in the Hotwire total.
You pay the hotel directly for charges like room service, parking or resort fees.
Keep this confirmation or your confirmation email to show your booking is prepaid.
Based on the information above, I am unable to honor your refund request.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22, 2015
[redacted]
[redacted] Lane
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your booking with the Extended Stay America - Nashville - Airport - Elm Hill Pike. We understand that you were booked for two reservations for the same night at the same hotel due to an error in entry by our agent. As such you are seeking a full refund. We regret any concern or frustration this situation [redacted] have caused.
We apologize for any contact 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 will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We have processed a refund in the amount of $58.59 to the Discover card used to book the reservation on July 22, 2015. Though it has been processed on our end, it [redacted] take 1-3 business days for the funds to become available. In addition we have added 25 HotDollars to your account as additional 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 June 21, 2016. We have sent an email to [redacted]@gmail.com confirming your refund, and another with more information about using your HotDollars.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/09/08) */
September 3, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire...

regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on July 8, 2015, Mr. [redacted] booked a one-night stay at The Wilshire Grand Hotel in West Orange, New Jersey from July 15, 2015, through July 16, 2015.
We understand from Ms. [redacted]'s complaint that he room was nice but, the toilet did not work causing her to have to go to the lobby during the night. According to Ms. [redacted], she spoke with the property manager who agreed to issue a "credit" to her. Ms. [redacted] also states that she spoke with Hotwire representatives but, that we would not process a refund.
Per our documentation Ms. [redacted] contacted our office July 27, 2015. We contacted the Grand Hotel on her behalf to determine what was offered, we were informed that only the property manager could authorize any credit but, he was not available at the time. Our follow up attempts to reach him have been unsuccessful up to this point.
We regret to hear that Ms. [redacted]'s vacation experience was not to her satisfaction. As you [redacted] know, Hotwire acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to control unforeseen events that [redacted] occur at the time of travel. However, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Ms. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact.
Ms. [redacted] states that she was offered a refund but, this information was not provided To Hotwire by property management. As Ms. [redacted] is now disputing the charge with her credit card company, we are unable to honor her refund request at this time.
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

July 14, 2016     Revdex.com Alaska, Oregon & Western Washington     Complaint Department Re: Expedia Case #: [redacted]       Dear Revdex.com,     Thank you for taking the time to contact Hotwire regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Mr. [redacted] is requesting a refund. On June 30, 2016, we received receipt of the Revdex.com complaint.     Our records reflect on March 31, 2016, the customer self-booked a package reservation using Hotwire.com.  Travel was on Alaska Airlines, departing June 23, 2016, from Portland, Oregon to Los Angeles, California; returning on June 24, 2016, from Los Angeles, California to Portland, Oregon. A hotel stay at Stay on Main, check-in date June 23, 2016, June 24, 2016. Also included is the Expedia Waiver. The customer is stating that he was advised would have an Alaska Airlines gift card for the canceled flight.   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.  Hotwire makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation.  This gives Hotwire the opportunity to provide an appropriate resolution.   Upon further researching this matter, we can confirm on June 20, 2016, the customer contacted Hotwire via email. The customer advised that they needed to change his plans. The customer advising also purchased the Expedia Waiver. Hotwire advised the customer the flight was nonrefundable.   Hotwire advised the customer that they would have an airline credit with Alaska Airlines in the amount of $227.20, with a change fee of $125.00; plus any fare difference.   In reviewing the customer’s account on June 21, 2016, the customer contacted Hotwire, needing to cancel the package reservation. Hotwire canceled the hotel reservation and processed the refund in the amount of $43.88. Hotwire advised the customer the airline ticket was nonrefundable and would have an airline credit in the amount of $227.20. Hotwire advised the customer would be responsible for the change fee of $125.00; plus any fare difference.  Hotwire advised the customer due to the Expedia Waiver, he would be refunded for the hotel reservation if it was canceled. Hotwire advised the customer once the new flight was rebooked, due to the Expedia Waiver. The customer would qualify for a refund on the change fee only. Hotwire advised the customer to contact Hotwire to change or cancel the reservation.     Hotwire advised the customer once the new flight was rebooked, due to the Expedia Waiver.    The flight credit is valid with Alaska Airlines in the amount of $227.20. The flight credit is valid for 1 year from the issue date of March 31, 2016. Since the customer purchased the Expedia Waiver. Once the customer rebooks the new flight, the customer would be refunded for the change fee only.   The customer must contact Hotwire at [redacted] to rebook use the flight credit. We hope the customer understands Hotwire cannot honor the request for the 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

April 11, 2016
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Hotwire Case #: O-[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 package reservation.  We understand [redacted] is requesting a refund.  On March 22, 2016, we received the receipt of the Revdex.com complaint.
 
Our records reflect on October 24, 2016, the customer self-booked a package reservation for [redacted] and Ryan Strong, using Hotwire.com.  Travel was on JetBlue, departing February 10, 2016, from Orlando, Florida to San Juan, Puerto Rico; returning on February 15, 2016, from San Juan, Puerto Rico to Orlando, Florida.  The package included a hotel stay at the [redacted] Hotel, check-in date February 10, 2016, check-out date February 15, 2016.  The package also included travel protection.  The customer is stating they contacted Hotwire to use their flight credit.  In addition, the customer is stating the Hotwire agent provided them with a specific price, which they agreed to.  However, due to a long hold time, the price increased and the customer declined to pay the higher amount.
 
Upon further researching this matter, we can confirm on March 16, 2016, [redacted] contacted Hotwire, to book a new flight using a flight credit.  The customer provided the agent with travel dates departing, April 22, 2016, from [redacted] returning on April 24, 2016, from Philadelphia, Pennsylvania to Orlando, Florida with JetBlue.  Our agent processed the exchange.  On that same day, our agent emailed the customer and advised Hotwire is going to cover the remaining balance.
 
On March 18, 2016, the customer emailed Hotwire, requesting to know if her ticket will be emailed to her, as it has been over 24-hours, and she still has not received the new ticket information.  The customer sent in two more email to Hotwire, regarding the status of her new ticket.
 
On April 7, 2016, in reviewing Ms. Lawrence’s account, the customer was refunded on March 26, 2016, in the amount of $532.60.  We can confirm this was the original amount the customer paid for the tickets on October 24, 2015.  Our records reflect, when our agent exchanged the ticket on March 16, 2016, the agent incorrectly read the airline policy.  JetBlue only allows changes, prior to the departure date.  Since the exchange was not processed, the customer was not charged for the change fee in the amount of $90.00.  
 
Hotwire has asked the customer to review their billing statements, starting March 2016, to confirm the refund was been credited back to her account.
 
 
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,
Delia Kent
Tier 3 Customer ServiceTell us why here...