Hotwire

Initial Business Response /* (1000, 8, 2015/09/04) */
September 4, 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 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 [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation.
Our records indicate that on [redacted] 10, 2015, the customer self-booked a flight reservation for two travelers using Hotwire's website, itinerary XXXXXXXXXXX. The reservation was with Lufthansa Airlines from Denver, CO to Delhi, India, departing on [redacted] 26, 2015, and returning on August 12, 2015. We understand [redacted] is requesting compensation on behalf of the travelers, for the additional charges incurred to modify their itinerary due to visa requirements preventing them from taking the originally booked route.
We have verified that Hotwire was contacted on August 11, 2015, in regards to this issue. The assisting representatives offered to re-issue the travelers' tickets, subject to an airline imposed exchange penalty fee and increase of price, however, the caller declined. Our records show that the tickets were reissued directly by Lufthansa.
On September 4, 2015, Hotwire contacted Lufthansa to inquire of details associated with the exchange. We were advised that the travelers were charged $386.00 per person for the reissue of their tickets and they departed from Delhi, India on August 13, 2015.
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. Lufthansa Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation is completed the booking details are displayed for confirmation. In addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Hotwire's website. We have verified that the following disclaimer regarding international travel was provided in Hotwire's Terms of Use:
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports [redacted] visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Hotwire has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport [redacted] Visa: You must consult the relevant Embassy or Consulate for this information. Requirements [redacted] change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you [redacted] just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
While we regret the travelers' experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Hotwire is unable to provide compensation regarding this matter.
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

Complaint: [redacted]
I am rejecting this response because: Hotwire didn't charge my card for the transaction Alaska Airlines did and what they are selling as travel protection insurance is paramount to fraud since they are selling insurance on a product they didn't sell to me or charge me for. I want a gift card from Alaska Airlines for $227.20. I'm never using Hotwire again, they have deceptive marketing and business practices. I didn't purchase airline ticket from hotwire, but they just stated I did. In order for that to be true, hotwire would have charged my card. Oregon's Unlawful Business and Trade Practices Act, prohibits such conduct as misleading and falsely advertising products and services to consumers. Have Alaska Airlines refund my card or issue me a Gift Card for $227.20 ASAP.  Sincerely,
[redacted]

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

Initial Business Response /* (1000, 5, 2015/11/16) */
November 16, 2015
[redacted] Blvd.
[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 Hotwire and...

the Revdex.com, regarding your car reservation with Hertz in Syracuse International Airport. I understand your dissatisfaction caused by the rental agency not having any cars available at time of pick up. As such, you are requesting a refund, in the amount of $49.79.
We secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, all reservations are booked as non-changeable and are typically non-refundable.

Unfortunately, overbooking does occur occasionally in the car industry. In such situations, we ask our partners to do their best to accommodate customers into alternate vehicles. We recognize this situation is less than ideal and do our best to work with both customers and car partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our car suppliers to find the car type they reserved is oversold and unable to re-accommodate, we understand we need to take care of our customer. Typically charges from the car rental agency should only be for incidental expenses such as insurance, fuel options, accessories, etc. We regret this was not the case with this particular situation.
After further review, I confirmed that the amount you paid for the upgrade was reimbursed in the amount of $23.73. Along with that, we also provided 20 Hotdollars to be used for your future transactions with Hotwire when booking Hotrate (r) Hotels, Hotels and Hotrate (r) Cars.
Based on the information above, I am unable to provide your refund request.
Our goal is to exceed your expectations; we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Several issues. First, this was a standard reservation without an upgrade, so her assertion that there was an upgrade is false. Second, I never even received a partial refund, so her second assertion is also false. I am not going to spend another hour on the phone to fight for a full refund and will simply take my business elsewhere. That said, it has been over 3 months and I demand a check for the partial refund expedited to me immediately.
Final Business Response /* (4000, 9, 2015/12/03) */
December 03, 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 as sent through the Revdex.com, regarding your car reservation with Hertz. I regret you remain dissatisfied with your Hot Rate(r) car reservation, as the rental agency did not have the type of car available at the time of pick up. As such, you are requesting a full refund.
Upon further investigation, I confirmed that our Travel Specialist filed a request to look further into the situation and found that 20 HotDollars has been added to your account and a manual credit of $23.73 to reimburse the upgrade fee you paid directly to Hertz has been approved. The credit will be released back into your account. While we issue our refunds within 7-10 business days of processing, it is up to your financial institution's policies on when the credit will post to the account.
We appreciate your business and regret your Hotwire car experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]
I am rejecting this response because: I still maintain Hotwire intentionally and grossly misrepresented the product/service I could expect with my booking. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/02) */
December 2, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire.com Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Hotwire.com...

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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
As we have received **. [redacted]' complaint via multiple high visibility channels, such as Public Relations and Social Media and now the Revdex.com, her complaint is currently reviewed by the highest level of escalation within Hotwire.com and, as an organization, we will continue to communicate with **. [redacted] until a satisfactory resolution is reached.
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, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For Hotwire to suggest they were 'disheartned'because our concerns were not addressed is incredible. The fact is no one from their company has proactively worked to resolve this matter. Further, they sold us premium ecnomy tickets, then arbitrarily downgraded us to economy without our approval or knowledge and they kept the difference in the ticket price -- an amt of approx. $700.
The matter is still unresolved.
We did receive an email from the Tier 3 Hotwire staff ([redacted]), asking us to call to resolve the matter. Since receiving the email, I made repeated calls the week of Thanksgiving and got a chronic busy signal or recording saying 'all circuits are busy.' I recently have been able to get through and leave a message, and have done so for 5 consecutive days but have not received a return call.
We are scheduled to travel on Jan. 5, 2016 and it is our sincere home the matter will be settled before that date.
Final Business Response /* (4000, 12, 2016/02/04) */
February 2, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear **. [redacted] did not accept our response.
We apologize for the delay in addressing the issues and concerns that have been brought to the attention of our department. As mentioned in our initial response, Mr. [redacted] complaint is currently reviewed by the highest level of escalation within Hotwire.com. They have been trying to reach **. [redacted] to address her concerns and have been unsuccessful in that effort until today. Although a final resolution has not been reached, we are confident that one will be reached before long.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Final Consumer Response /* (4200, 14, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have NOT heard from hotwire.com as indicated. Specifically, we did not hear from them on Febr. 2, 2016 as they stated in their reply. [redacted] N. [redacted]

Initial Business Response /* (1000, 6, 2016/02/04) */
February 4, 2016
Revdex.com
San Francisco Bay Area Northern Coastal California
Complaint Department
RE: Expedia 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 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 from Mr. [redacted] (Revdex.com ID number XXXXXXXXX) regarding a Low Price Guarantee.
Our records indicate on January 20, 2016, the customer self-booked a package reservation which included flights and a hotel using the Hotwire website. We understand from the complaint, the customer is requesting a refund due to our Low Price Guarantee.
According to the terms and conditions regarding the Low Price Guarantee which can be found on the Hotwire website:
Step 2:
o See if you qualify:
o Did you book within 24 hours?
Are travel dates the same?
Is the site where you found the lower price in English?
Is the lower price in U.S. dollars?
Is the hotel, room type and cancellation policy the same?
Does the airline, cabin class, booking code and cancellation policy match?
As shown on the screenshots submitted by the customer, the booking codes on the flight reservation does not match the competitor. However, as a one-time courtesy, Hotwire processed a refund in the amount of $358.59 back to the customer's original form of payment.
We apologize for any inconvenience that may have occurred.
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
Initial Consumer Rebuttal /* (2000, 8, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hotwire matched the re-quote within 24hours and met the lowest price guarantee by reimbursing the amount differences. Thank you Revdex.com for your support!

July 27, 2017
 
[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 reservation with Days Inn & Suites Rochester South. I understand you were not aware that you will be charged for the hotel reservation upfront and you need the funds for your family necessity. As such, you requested a refund.
 
Our records indicate you booked a Hot Rate® hotel. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.
 
At Hotwire, we strive for clarity on our Web site. We make sure to point out booking details such as reservation dates, location(s), and star rating and especially the Terms and Conditions of Hotwire which is located right on the billing page that indicated your account will be charged in full once the reservation is confirmed.
 
I understand you missed this information and needs your funds for your daughter’s medical condition. As such, we are more than happy to honor a refund exception with proper documentation which was already offered by one of our travel specialists previously. In order to review for a possible refund, we need a medical documentation from a doctor stating you were unable to travel on the specific dates of the reservation. The letter needs to specify you are unable to travel on your reservation dates due to your daughter’s medical condition. The letter does not need to specify what the condition is. We require the note to be on clinic or physician letterhead only and must be signed by a doctor.
 
You may send it as an e-mail attachment to[redacted]. Once received, the review process may take seven to ten business days and we will reach out once it is completed.
 
We appreciate your business and look forward to serve your travel needs in the near future.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:
 
Hotwire has not admitted to any wrong doing here and are using the same excuse where they lie about them never debiting my account. My bank informed me that hotwire did debit my account and tries to reverse the charge before I realized wich is unethical at the least and illegal. I simply want them to admit to their mistake and have someone from the actual hotwire US ooffice actually call me. It is a stretch asking for decent service from a company that is rated as low as 1 star and not higher than 2.7 stars on every consumer rating site I could find on the internet besides Revdex.com, wich after my 1 star review hopefully people will see how Hotwire chooses to do business better.  Thank you again Revdex.com for sticking up for the consumers Sincerely,[redacted] Lear

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.I have to point out that it shouldn't have reached this level.  The exact same thing happened that same day with Hotel Tonight, and they issued me a refund immediately along with a $35 credit.  It was President's Day weekend, and I imagine the travel sites were packed with people making reservations.  Although the overbooking was a horrible inconvenience, the way in which they handled it was what I had the most problem with.  So, I thank Hotwire for the $25 HotDollars, but no thanks.  I will never book through them again.
Sincerely,
[redacted]

May 31, 2016   [redacted]
[redacted]   In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]   Dear [redacted],   I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with [redacted] New Orleans Airport. I regret you remain dissatisfied with our previous response. I understand you feel that the hotel you received is not comparable to the hotel we listed as examples at the time of booking. As such, you requested a refund.   At Hotwire, we strive for clarity during the booking process. Upon selecting a Hot Rate® Hotel option, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed.   Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help.   Based on the information above, our decision to not honor your refund request remains final.   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, 9, 2015/08/05) */
August 5, 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 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 Ms. [redacted] (Revdex.com case number XXXXXXXX) regarding a hotel reservation.
Our records indicate that on June 17, 2015, Ms. [redacted] self-booked a nonrefundable hotel reservation using Hotwire's website, itinerary XXXXXXXXXXX. The reservation was with Best Western Butner Creedmoor Inn, Creedmoor, NC, checking in on July 3, 2015, and checking out on July 6, 2015. We understand Ms. [redacted] was not satisfied with the quality of the hotel and is requesting a refund of this booking.
We have verified Ms. [redacted] contacted Hotwire's customer service department on July 3-5, 2015, regarding this issue. The assisting representatives provided the customer with the hotel's cancellation/change policy and contacted the hotel to request a refund on her behalf. The hotel representative advised Hotwire that a refund cannot be approved.
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. Hotwire does not own, operate or otherwise run any hotels. Additionally, Hotwire's Terms of Use, which were agreed to by Ms. [redacted] at the time of booking, state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Hotwire Companies or the Hotwire Affiliates. The Hotwire Companies and the Hotwire Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting therefrom. The Hotwire Companies and the Hotwire Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Some hotel suppliers [redacted] require you to present a credit card or cash deposit upon check-in to cover additional expenses incurred during your stay. Such deposit is unrelated to any payment received by Hotwire for your hotel booking. Hotwire is not liable for any costs incurred due to relocation. You acknowledge that some third-party providers offering certain services and/or activities [redacted] require you to sign their liability waiver prior to participating in the service and/or activity they offer. You understand that any violation of any such supplier's rules and restrictions [redacted] result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
While we regret Ms. [redacted]'s experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Hotwire is unable to provide a refund of this booking.
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
Initial Consumer Rebuttal /* (3000, 11, 2015/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire never told me that the hotel was not going to give a refund. They told me they would relocate me to another hotel and I would not have to pay any else. I was told that I woget a email with information about the new room from the . I spent over 3 hours on the phone with this agent that said he was a super. Have my phone records to show that call. What they did was give my credit card information to the new hotel to pay for that room, without any permission. Never sent said email confirmation that I was told I would get. I am now out of over ,$500.00 for 3 days in NC. I will never deal this company or there affie anymo. I would like a refund for the night s not spent at the Creedmoor..This is only fair.
Final Business Response /* (4000, 15, 2015/09/10) */
September 9, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
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.
A full refund of the original hotel booking in the amount of $282.60 was issued by Hotwire on September 9, 2015, back to the original form of payment, as a one-time courtesy exception. The time it takes a refund to post to Ms. [redacted]'s account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
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

Initial Business Response /* (1000, 5, 2015/05/31) */
[redacted] 31, 2015
[redacted]
XXXXX [redacted] Circle
[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 reservation with the Super 8 - Pinetop, AZ. We understand that you are seeking a refund for this reservation, as you were unable to attend due to your father's illness; however, you do not wish to send in the requested medical documents. I am sorry to hear your father is ill, and regret any inconvenience or frustration this situation [redacted] have caused.

In order for us to make an exception to our non-refundable policy and review for a refund, we require medical documentation from your father's doctor stating he was unable travel for the dates of [redacted] 29, 2015 - [redacted] 31, 2015. Please fax the doctor's note and a copy of this letter to X-XXX-XXX-XXXX for our review. Once we receive this documentation, it will take 7 to 10 business to review the documents for a possible refund. You will be notified via email regarding the outcome of our review. Without this documentation, we are unable to honor your request to refund your reservation. Once we receive this documentation, we will review and provide a prompt response to your request.
At Hotwire, 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. For this reason, reservations are booked as non-refundable and non-changeable. However, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
This response does NOT satisfy my complaint.
I purchased the suggested travel insurance by Hotwire to guarantee that my reservation was protected in case I was unable to attend. In this case, I was not able to attend. I got the run around by both Hotwire and Alianze Travel Insurance for my reimbursement/refund. Because Federal Law protects a patients medical records through HIPAA, I can not obtain medical documentation as suggested, which HOTWIRE is aware of I am sure. However, Hotwire can call my rehabilitation center X-XXX-XXX-XXXX, that my father was sent to or the next 30 days to verify if he is there. Even Hotwire's response doesn't guarantee that the refund will be processed even after the medical documentation is received, which they know is protected. Which is very deceptive wording in their response and practice.
Failing to provide the refund is unlawful and called Theft, a class 5 felony here in [redacted]!
After, the treatment and run around I received by both Hotwire and Alainze Travel Insurance, I tried to even use the reservation so I wouldn't lose my money and they refused to allow me to keep the reservation, even with it being a week before the reservation. Hotwire can't have it both ways, they can't cancel the reservation and not refund the money, or not allow the client to use the reservation so they won't have their money stolen from them because they are refusing to refund the money. This is called fraudulent schemes and is unlawful.
I am still requesting an investigation be conducted into Hotwire's practices. I have read blogs on rip off reports and google reviews and see that this is done almost daily to citizens. Which I wish I read before making this purchase. It appears that there are grounds for a class action lawsuit against this business. A company can not steal money which could amount to millions from people and not be held accountable. The Revdex.com is one source that can help with this fraud and protect citizens. Please help me and others!
I am requesting the full refund of $149.68 be returned to my credit card. After all, I did purchase the travel insurance in case such an emergency arises which I did to safeguard my purchase, that guaranteed I would receive a refund. So, I followed the rules and it is time for Hotwire to stand my their policy and procedures and refund my money.
Thank you,
[redacted]

Final Business Response /* (4000, 9, 2015/06/11) */
June 11, 2015
[redacted]
XXXXX [redacted] Circle
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with the Super 8 - Pinetop, AZ. We understand you were unable to use your reservation as your father was ill, and you would like Hotwire to contact the medical facility that is caring for your father in order to obtain the documentation required to process a medical claim. You also state you attempted to use the reservation as booked, but on arrival to the hotel you found the reservation had been cancelled. We regret any frustration this situation [redacted] have caused, and I do hope your father is feeling better.
We have carefully reviewed your account, and our records show that you contacted Hotwire on [redacted] 19, 2015 with the request to cancel your reservation for a refund due to your father's illness. As you had included the Trip Protection from our third-party provider Allianz Global Assistance with your booking, you were directed to contact them to file a medical claim on the reservation. You called in again minutes later stating that Allianz had directed you to call Hotwire to cancel the reservation in order to obtain your refund. The agent cancelled the reservation at your behest, and informed you of the documents required for a refund from Hotwire, should Allianz be unable to process your claim. An email was sent to you at [redacted]@yahoo.com, the address associated with your account, with more information about the documents we would require in order to process your claim. Later the same day, you contacted Hotwire again, stating that you would not be sending in any documentation, and when informed we would not be able to process your claim without the needed documentation you asked to speak with a supervisor. The supervisor provided the same information, and reminded you that you were still able to process the claim through Allianz Global Assistance.
Our next contact from you was your request for a full refund without the required documents, as filed through the Revdex.com. We were unable to honor your request at that time, and our decision remains as previously stated; should you wish to submit the needed documents, we will be happy to revisit this issue, and review for a possible refund. We are not able to process your claim without these documents, and we are not able to contact the medical facility on your behalf to obtain these documents.
We appreciate your business and hope we have the opportunity to better serve your travel needs in the near future. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The documents that hotwire are requesting is against federal HIPAA laws and the shameful part is that they know it.
I filed a dispute with my credit card company over these charges and was able to get a charge back to my account for the full amount charged. THANK GOD! The practices of HOTWIRE are fraudulent and I would advise anyone that would venture to use them to use a credit card that is able to fight for the injustice of this business and their fraudulent ways. What a shame that a company can prey on consumers this way. As far as the discounts that they advertise if you visit the actual hotels they are the same prices listed on their website. So deep discounts is a plain lie! BEWARD OF THIS BUSINESS, deal directly with the hotels it is safer!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfied me, I still suspect the Hotwire sent me wrong date on confirm, when I book the flight to Seattle WA it is on 7/14 to 7/17, their website they are able to do the trick, nothing I can do about it now I accept to lose my money and never  trust this company again. people will know it.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/22) */
December 22, 2015
[redacted]
[redacted] Drive
[redacted]
In response to the Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the...

Revdex.com regarding your Hot Rate(r) hotel reservation in Buzios, Brazil. I understand you are dissatisfied with your recent hotel reservation, as you said that you did not receive the savings advertised online and the rate you got was the same as on the other sites. As such, you are requesting a full refund.
We do advertise discounted rates, however we are unable to guarantee the amount of savings on every reservation. Our Low Price Guarantee provides a refund in the amount the difference to customers who find a lower rate than the Hotwire rate within 24 hours of booking.
Please allow me to clarify how the savings promoted on our site is determined. Savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
In review of your account I confirmed we booked you into a different property as the original hotel couldn't locate your reservation. We also covered the difference on your new booking due to the error.
Based on the information above, we are 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
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was given a refund and a suitable solution, due to the fact that once I got on sight to the hotel, they had no record of my reservation and told me they have had multiple problems with Hotwire and Expedia in the past in this regard. After 3 calls being disconnected, I was able to talk to a customer service representative who was finally helpful, and did not put me on hold the whole time. After 2.5 hours of trying to fix the situation, I was refunded the first reservation, and the re-booked at a nice hotel down the road for a reasonable price, with Hotwire credits used to ease the cost. I am satisfied with the response to the problem that there was no reservation actually confirmed in the hotels system, however still not impressed by the lack of customer service of this company. It is unfortunate that I lost 2.5 hours of my vacation time in near tears where I could have been enjoying the beach, however at least the situation was finally resolved.

May 10, 2017   [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 reservation...

with The [redacted]. I understand you are dissatisfied with your reservation because of not receiving a condo type property which was advertised at the time of booking. As such, you requested a refund.   We apologize for the inconvenience this has caused you. I can assure you the advertising for this property will be updated on the site. We appreciate you bringing this to our attention.   Upon review, a full refund was processed today in the amount of $497.51. Please be reminded, refunds take one to two business days and is up to your financial institution as to when the funds will be available for use that may take up to five to seven business days.   We appreciate your business and regret your Hotwire experience was anything less than exceptional.   Best Regards,   [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/21) */
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

July 21, 2017   [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 reservation with [redacted] Airport North. We appreciate your patience regarding this matter.   Our records indicate that your reservation was a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.   When booking with Hotwire, customers can expect a clean room in working order. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, you can contact us for help. Because there was no contact made at the time of your stay, our option is very limited.   Upon investigation, we contacted the property and was informed that there were no complaints made to them.   Please be advised that at the time of booking we indicated that there will be no refunds for early check-outs.   Based on that information, we are unable to honor your refund request.   We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

September 7, 2017
 
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
 
Re: Hotwire Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response.
 
Please understand that Hotwire is not unsympathetic to the situation. As explained in our initial response, Hotwire received Ms. [redacted]’s request to cancel the reservation on August 19, 2017. As this request was a day after check in and within the penalty phase, we were required to obtain approval from property management in order to refund.  
 
As our initial attempts were unsuccessful, we contacted the hotel again and advocated on behalf of Ms. [redacted]. We explained the matter and regrettably, they still denied our request.
 
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

February 9, 2017
 
[redacted]
Culver City, CA [redacted]
 
In response to Revdex.com Complaint ID [redacted] Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with [redacted] and the Revdex.com regarding your hotel reservation with Millennium Maxwell House - Nashville. I regret you remain dissatisfied with the previous information we provided.
 
As previously mentioned, regardless of star rating, customer can expect a clean room in working order. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, we recommend contacting [redacted] Customer Care at 1-866-[redacted]) for further review.
 
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 forward your comments for possible future improvements to the Web site. Customer feedback helps ensure we are continually able to meet and exceed the high standards [redacted] customers have come to expect.
 
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
 
Best regards,
 
[redacted]
Customer Care Relations
[redacted] Corporate Office