Hotwire

Initial Business Response /* (1000, 5, 2015/06/03) */
June 3, 2015
[redacted]
[redacted] Street
[redacted], ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through...

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

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/08) */
June 8, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case#O-XXXXX
Dear Revdex.com:
Thank you for taking the time to contact Hotwire regarding an issue from our...

customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt his 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 XXXXXXXX) regarding a vacation package. We understand Mr. [redacted] is requesting a refund. On June 4, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of his Revdex.com complaint but were unable to reach him.
Our records indicate on [redacted] 14, 2015, [redacted] or an authorized user on the account self-booked a vacation package on Hotwire.com, for two adults; travel is on September 8, 2015, with Air Canada, from Vancouver to Montreal, Canada; the return flight is on September 22, 2015, from Quebec, Canada to Vancouver, Canada with a connection in Montreal - flights are $690.25 per person for a total of $1,380.50. Hotel reservations are with Le Petit Hotel, checking in on September 8, 2015 and checking out on September 15, 2015 ($1,910.26); and a second hotel was reserved with Le Port-Royal Hotel & Suites checking in on September 15, 2015 and checking out on September 22, 2015 ($1,147.60). The total cost of the reservation is $4,438.26.
Hotwire serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers. As a web-based travel provider, the rates are displayed on the Hotwire website in USD. Currency conversion pricing updates on the Hotwire website during the booking process once the customer reaches the checkout screen of the booking process. On the Trip Summary and Checkout page, the information states "All prices include taxes & fees and are quoted in US dollars". As Hotwire.com is a U.S.-based website, vacation packages - as shown on the website - are booked and billed in USD.
During the booking, the customer will reach the shopping cart at which time an overview and summary of the travel items booked along with the pricing will be displayed. We encourage our customers to contact us immediately should they encounter any problems and/or discrepancies with their reservation at this point. Otherwise, the customer is welcome to contact our Customer Service Department if further assistance is needed.
While we regret Mr. [redacted] felt that his concerns were not addressed, we are unable to determine any refund or compensation is due.
We thank you for allowing us 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, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire did not address any of the concerns. We booked with an agent who clearly stated that the total would be converted into the U.S. Dollar equivalent of the Canadian dollar price. We repeatl asked her about this. She even converted it for us and my credit card statement shows this conversion for the hotel portion as shown in my original complaint. The airline portion is where Hotwire has overcharged us. If they look at there own statement they should see that there is clearly one charge of 690.25 for the flight! Can they not read their own invoice? As I was iooking at the Canadian website while booking with the agent she clearly stated that though they charge in U.S. Dollars, the total would be 4438 Canadian not over 5100 dollars. Hotwire does not attempt to explain that conversion for the hotel portion was made as the agent promised but not for the flight portion. They have also not looked at their own invoice which shows one charge of 690.25. This booking was not made on line but through an agent. I hope that Hotwire examines this complaint with greater care. Thank you.

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

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

Initial Business Response /* (1000, 5, 2015/07/07) */
July 7, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue...

from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint for Mr. [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation.
Our records indicate that on June 22, 2015, Mr. [redacted] attempted to create a flight reservation using Hotwire's website, itinerary XXXXXXXXXXX. Regrettably, the selected trip was sold out prior to the reservation being finalized. Mr. [redacted] states the amount of $945.20 was collected from his account and is requesting a refund is processed by Hotwire.
While we regret Mr. [redacted]'s experience was not as we would have hoped, and any subsequent inconvenience caused, we do not show any charges being collected in regards of this itinerary. As no charges were collected, Hotwire is unable to issue a refund.
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: I can't show anything because your company blocks it from me. Such a scam. How do I file an offical complaint to your CEO? Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18, 2015
[redacted]
XXXX Xnd Avenue South
[redacted] XXXXXX
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 Pier 2620 Hotel on July 17, 2015 in San Francisco, California. We understand that you were charged a different rate than your traveling companion for the same booking. As such you are seeking a refund for the difference in the rates. We regret any frustration this situation [redacted] have caused you.
Your refund has been approved in the amount of $180.85 on August 12, 2015 and was credited back to Visa ending -6175 used for payment at the time of booking. Hotwire completes the refund in one to two business days. After the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
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).
Thank you for your patience as we completed this transaction,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com & Hotwire for correcting this error.

Initial Business Response /* (1000, 5, 2015/11/25) */
November 25, 2015
[redacted]
XXXX XXXXX XX Ave
[redacted]
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted]
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your hotel reservation with Hyatt Regency Vancouver. I understand your dissatisfaction stems from as you were charged in American Dollar instead of Canadian Dollar.
Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end.
Allow me to assure you our agents are trained to ensure they are recapping booking details before completing a reservation; including dates and rates. It is of much regret if there was any miscommunication with Hotwire Customer Care while extending the booking for your hotel.
Upon reviewing the call, I confirmed that you did not proactively advise the representative that you wanted to be billed in Canadian currency. Since without the customer informing us that they want to be billed in certain currency, we cannot determine if they want to be billed in US Dollar or not since In default or site is in US dollar. In addition I verified the booking agent do a recapped during the call.
Based on the information provided above, I am unable to honor your request for a refund of the difference in US dollar and Canadian.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

December 4, 2017
 
[redacted]...

[redacted]
                                        ...⇄
In response to Revdex.com Complaint ID [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your experience with Hotwire. I understand you are dissatisfied as you indicated you were billed twice for a single reservation. As such, you requested a refund.
 
In order for us to assist you better, kindly provide more information regarding the service you are complaining about. In addition, if this is regarding an actual reservation, please provide us with the following information:
 
- First and last name of the Primary guest
- Email address used to complete the reservation.
- 10-digit Hotwire Itinerary Number.
 
Once we receive this information, we will be more than happy to research further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:
I never asked to assist with getting a hold release because the bank cannot simply release an authorization because your company is advertising hotels that are no longer available and are sending message that the account is no longer available. My issue is the fact that the company continues to advertise and put on the website even afteer the hotel send messages that they were sold out to the company. It is Hotwire's duty that should make sure that inventory is not over sold or over booked as seems to be the case quite regular. It is not only inconvenient but costly to keep rebooking a reservation especially if the funds are original funds are authorized and being held for a hotel that is not AVAILABLE. It is wrong and bad business practices Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/03) */
December 03, 2015
[redacted] St.
[redacted]
In response to Revdex.com case number XXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel...

reservation. I understand you are dissatisfied with your recent hotel booking because you were charged in USD as you expected it to be in CAD.
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we [redacted] locate the reservation you are referring to, please reply with the following information:
- Email address used to complete this reservation
- 10-digit Hotwire Itinerary Number.
Once we receive this information, we will be able to search further.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 11, 2015/10/28) */
October 28, 2015
[redacted]
XXXXX N [redacted] Ave Apt [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 with Hotwire...

as sent through the Revdex.com, regarding your booking with the Best Western Plus Carriage Inn - Sherman Oaks, CA. I understand you are dissatisfied with your recent hotwire hotel booking because you are having hard time putting your father's name on the reservation.
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and Hotel. For hotel, hotel details are provided prior to booking and [redacted] 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, 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 confirmed you booked a Hot Rate hotel. We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold.
After carefully checking, we already add the name of your father into your reservation.
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 Business Response /* (1000, 6, 2015/12/14) */
December 14, 2015
[redacted]
[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 Sixt Rent a Car in Georgia. I understand that you are dissatisfied with your recent car reservation because you thought that the rate you booked was cancellable. As such, you requested a refund.
At Hotwire, we provide a final recap of the booking details and the Terms of Use for our customers to review before agreeing to their booking. It is here and throughout the booking path that we indicate Hot Rate Car bookings are non-refundable.
After reviewing your account, I confirmed that on November XX XXXX, we processed a full refund as an exception to our Terms of Use. Refunds typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use.
We appreciate your business and we look forward to better serve your travel needs in the future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

June 7, 2017
 
[redacted] 
In response to Revdex.com Complaint ID [redacted]4, Hotwire Itinerary [redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding...

your reservation with Westin Tysons Corner. I understand you are dissatisfied because of not being able to receive a refund of your hotel reservation.
 
Our records indicate that your reservation is 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.
 
I recognized you booked the reservation with trip insurance. The insurance offered during the booking path is Trip Protection offered by Allianz Global Assistance. Trip Protection covers unexpected events such as medical emergencies, strikes, natural disasters and bad weather which was indicated at the time of booking.
 
In the event Allianz Global Assistance denied your refund request, we are more than happy to review your case. In order to review for a possible refund, we require medical documentation from your 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 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

Initial Business Response /* (1000, 5, 2015/06/28) */
June 28, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with The James Hotel Chicago. We understand that you found a lower rate for this booking and as such, you are requesting a refund in the amount of $107.98 to be processed with our Low Price Guarantee. We regret any concern or inconvenience this [redacted] have caused.
We assure you we work hard to negotiate the lowest rates with our partners. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates.
Upon review, we see that you contacted Hotwire on June 8, 2015 to submit a Low Price Guarantee claim, as you found a lower rate on another site. As we were not able to verify the lower rate, you were asked to provide a screen shot showing the lower rate, which you did. We received your screenshot, but it did not include all the necessary information required in order to process your Low Price Guarantee claim. Your screenshot must include the following:
A time stamp showing the date and time the rate was found (must be within 24 hours of booking)
The name of the hotel
The dates of the reservation
The number of rooms
The number of guests to be accommodated
The total, including taxes and fees
Your Hotwire itinerary number
If you are able to provide the above, we will be happy to review for possible compensation under our Low Price Guarantee. Please print and fax your screenshot to X (XXX) XXX-XXXX. You will be contacted with the outcome within 7 to 10 business days from the date we receive your fax.
That being stated, we are not able to honor your request for a refund of $107.98 unless we receive the information as outlined above.
We strive to exceed our customers' expectations, and we regret that your Hotwire experience has been 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]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
I have provided all this information to Hotwire and have talked to a representative more than once. My detailed complaint states the times I sent the info they requested. Each time I sent them info, they responded with a denial and another request for more info. Just like the response I got above. The last time I talked to a Customer Service Rep I asked to talk to a Representative with the Low Price Guarantee office and they couldn't transfer me and told me that they would get back to me, but couldn't guarantee a phone call, even though I practically begged for one. The last representative I talked to I walked through each email I sent and received which contained all the information I sent them and all the info they requested. I have no idea why they are being so difficult. While I don't believe a MIDDLE GROUND is appropriate when a company steals from you, I understand that this is what I need to provide. I would appreciate a $100 credit to HOTWIRE or at least a call from [redacted] with a detailed explanation.
As you can see below, the info I provided originally when I filed the claim has most of the information they requested.
I sent a screen shot to them at 12:32am on the 9th with the hotel room, the dates, with the total cost with tax as they requested after I sent an email back to them when they said they couldn't find the rate. I then sent another email in the morning when they requested more information which included the number of guests.
I feel like they are just not listening.
[redacted],
Here you go.
Thanks,
[redacted]
From: Hotwire Support mailto:[redacted]@hotwire.com
Sent: Monday, June 08, XXXX XX:XX PM
To: [redacted] (MW MAD)
Subject: RE:'HW=XXX-XXX-XXX' Low-Price Guarantee HOTEL refund request
Dear [redacted],

Thank you for contacting Hotwire Customer Care regarding your reservation with The James Hotel Chicago in Chicago, IL, scheduled for check in on June 11, 2015, Hotwire itinerary XXXXXXXXXX. I understand you submitted a claim for Low Price Guarantee. I would be willing to provide information regarding your inquiry.

Thank you for submitting your Low Price Guarantee claim. I was unable to find the lower rate using the information you provided. Please reply to this email and attach an image (screenshot ) of the lower rate. It must include the address bar showing what website the rate was located on and the average nightly rate before any taxes and fees. The rate submitted must include the same currency and booking details as booked on the Hotwire site including travel dates, hotel property, number of guests and number of rooms.

Please note we can accept the following file formats: .gif. jpg/.jpeg .png .bmp .tif .xhtml / .xht .html / .htm .shtml .mht .webarchive .doc .docx .rtf .pdf . We must receive the screenshot within 24 hours of this email to consider the claim.

If we can be of further assistance, please feel free to reply to this email or contact us directly at 1-866-HOTWIRE (XXX-XXXX). Thank you for choosing Hotwire.

Sincerely,

[redacted] A.
Hotwire Customer Care


Original Message
From: [redacted]@wholefoods.com ([redacted]@wholefoods.com)
Date: Monday, June 08, XXXX XX:XX PM
To: [redacted]@hotwire.com ([redacted]@hotwire.com)
Subject: Low-Price Guarantee HOTEL refund request

[redacted] THIS EMAIL IS GENERATED BY HOTWIRE.COM [redacted]

To LPG Team,
The following hotel refund has been requested:

Customer email: [redacted]@wholefoods.com
Customer name: [redacted]
Hotwire itinerary number: XXXXXXXXXX
Hotel name: The James Hotel Chicago
Check-in date: Thu, Jun 11, 2015
Check-out date: Fri, Jun 12, 2015
Bed: Run-of-house
Hotwire total trip price: 454.84 USD
Lower Total Costs: 185.08 USD
The source of the lower rate: I sent the text to my wife of the hotel and she looked it up on her phone and she said the rate was $159. I opened the link on my phone and found the same rate. Mobile Exclusive Advanced Purchased Deluxe King Guestroom for $159 Total excluding taxes/fees. $185.05 with tax. which is considerably cheaper than Hotwire.
Date found this lower rate: Mon Jun 08 00:00:00 PDT 2015
Time found this lower rate: 9:50 PM
What I really want is for them to honor their low price guarantee. I think if someone would just call me, I could explain it all.
Thanks,
[redacted]
Final Business Response /* (4000, 12, 2015/07/12) */
July 12, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with The James Hotel Chicago. We understand that you have included screenshots with your letter to support your claim under our Low Price Guarantee. We regret any inconvenience this process [redacted] have caused.
As per our phone call of July 12, 2015, I have submitted a request to our finance department to credit your account. The credit will go to the Discover card that was used to book your reservation, in the amount of $84.68, the difference between the rate booked with Hotwire and the rate you found online. This will take approximately 7-10 business days. Please contact your financial institution as to when these funds will appear on your statement.
We would like to thank you for submitting your Low Price Guarantee claim and providing your feedback. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
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

Initial Business Response /* (1000, 5, 2015/08/06) */
August 6, 2015
[redacted]
[redacted] Drive
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with the La Torretta Lake Resort & Spa in Montgomery, Texas on July 14, 2015. We understand that when you arrived the hotel was unable to find your reservation. As such you are seeking a full refund for this reservation. We regret any inconvenience this [redacted] have caused this situation [redacted] have caused.
First I would like to say that here at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this case. We have recently had a higher than expected call volume, and this is driving long wait times. We have noted your concerns and are working to prevent this from happening in the future. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
When you were able to reach us by telephone on July 31, 2015, our agent was able to verify the hotel did not process the reservation in a timely manner. The reservation has been refunded in full. Hotwire processes the refund immediately, although it [redacted] take 1-2 business days for your bank to receive the transfer. Please follow up with your financial institution to determine when the funds will be posted to your account.
In addition, 25 HotDollars were applied to your account, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel.
A separate email has been sent to you with more information about how to use your HotDollars. Keep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollars. Any remaining HotDollars will stay in your account for future use. Please note that your HotDollar credit will expire on July 30, 2016.
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, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received full refund.

Initial Business Response /* (1000, 5, 2016/01/08) */
January 8, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal
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 [redacted] is requesting a refund of the cancellation penalty and travel insurance.
On January 08, 2016 we contacted [redacted] to acknowledge receipt of their Revdex.com complaint, however there was no answer.
Our records reflect on October 28, 2015, customer self-booked a flight for himself using Hotwire.com website. Travel was on Air Canada and with Air China, departing December 20, 2015 from Boston, Massachusetts to Beijing, China with a connection in Montreal, Canada and returning on January 15, 2016, from Beijing, China to Boston Massachusetts with a connection into Montreal, Canada. The customer is stating he was denied boarding due to invalid travel documents.
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 chose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. If they have any additional questions, we advised them to contact us immediately before purchasing the itinerary. As Air China was the merchant of record and the company that charged the customer's credit card, we have to abide by their rules and regulations.
In reviewing Mr. [redacted]'s account, we have no record the customer contacted us regarding document requirements prior to traveling. In addition, Hotwire does not provided passport/visa requirements for international travel. We provide a disclaimer on the website and is displayed on the copy of the customer's itinerary, which states as follows.
Proof of Citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connection through.
We can confirm that Mr. [redacted] did contact us on December 20, 2015, as he was unable to board his flight. Our representative assisted the customer in cancelling the reservation. Based on the fare rules that the customer agreed to at the time of booking, he was charged a $200 cancellation fee. While the travel insurance coverage was purchased as part of the reservation, it was not refundable as the reservation was cancelled the day of travel.
Hotwire considers this matter as closed, as we are unable to honor the customer's refund request.
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, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the customer service on the day I purchased the ticket and asked specifically if my trip required visa to Canada . The customer service called Air Canada to consult my case. At the end, the representative told me that I can travel without Canada visa. I do not accept that response from hotwire which seems to be unaware of my contact on the day I purchased my ticket.
Final Business Response /* (4000, 9, 2016/01/26) */
January 26, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
Per our previous response, we have no record the customer contacted us regarding document requirements prior to traveling. In addition, Hotwire does not provide passport/visa requirements for international travel. We provide a disclaimer on the website and it's displayed on the copy of the customer's itinerary, which states as follows.
Proof of Citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connection through.
As the customer has not provided any additional information, Hotwire considers this matter as closed, as we are unable to honor the customer's refund request. We respectfully asked that the Revdex.com close this case.
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

Initial Business Response /* (1000, 8, 2015/09/10) */
September 10, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding...

an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a refund request. We understand Ms. [redacted] is requesting Hotwire provide a refund for a non-refundable hotel reservation. On September 10, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate/reflect on August 2, 2015 Ms. [redacted] accessed Hotwire.com online to self-book a reservation. Itinerary XXXXXXXXXXX was created for a non-refundable one night reservation at the Days Inn Hotel, LAX, in Lawndale, California, arriving August 16, 2015 and checking out August 17, 2015. The customer is stating the date of her reservation was incorrect and is asking for a full refund.
In researching this reservation, we were able to view the customer's booking path and confirmed the dates entered by the customer in the initial search screen were August 16, 2015 to August 17, 2015.
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. We provide selection details on several pages for their review, including the final payment screen. In Ms. [redacted]'s case, we are able to view that her "Trip Summary" details provided the following information and disclaimers for the customer's review prior to finalizing booking;
Review and book your trip, Important information about your booking
This reservation is non-refundable and cannot be changed or canceled.
Trip Summary
Days Inn Los Angeles/LAX/Redondo and Manhattan Beach
Lawndale, CA
1 Room: Standard Room, 2 Queen Beds
Check-in: Sun, Aug 16
Check-out: Mon, Aug 17
1-night stay
Room 1: 2 Adults avg./night
1 Night $101.99
Sun, Aug 16
Taxes & Fees $101.99
By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions.
After being provided the summary information for review, including the dates and the non-refundable terms, Ms. [redacted] chose to finalize her itinerary without revisions.
On August 18, 2015 Hotwire contacted the hotel, to advocate on the customer's behalf, and spoke with the General Manager, [redacted], who refused to grant a waiver of the non-refundable clause in the booking. The hotel has charged Hotwire in full for this itinerary.
Hotwire.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. Due to the rules and restrictions Ms. [redacted] agreed to at the time of booking, regrettably, we are unable to offer a refund for this itinerary.
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

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. My main concern is the validity of confirmed reservations. Also, the difficulty in contacting an actual person at Hotwire when problem exist. 99% of the time Hotwire is great. When there is a problem it's too difficult to resolve. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/04) */
January 4, 2015
[redacted]
[redacted] Rd
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Itinerary number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau regarding your reservation with Sheraton Hartford South Hotel in Connecticut. I understand your dissatisfaction stems from not receiving the email confirmation of your booking. As such, you are requesting for refund.
Based on our records, you contacted our Customer Care and several Travel Specialists assisted you by resending a copy of your confirmation email. After further investigation, I found out that the email address we have on file was incorrect, it was listed as [redacted]@gmail.con instead of [redacted]@gmail.com. Due to the incorrect email address and as this was not caught in the confirmation process, the itinerary never reached your inbox.
While our Hot Rate(r) reservations are typically final, I am willing to honor an exception for a full refund based on the information above. The refund was issued on January 4, 2015 and refunds process back to your financial institution within 1-2 days. It is up to your financial institution's policies on when the credit will be available for use.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That seems resonable, wrong email address.