Hotwire

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

regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on July 8, 2015, Mr. [redacted] booked a one-night stay at The Wilshire Grand Hotel in West Orange, New Jersey from July 15, 2015, through July 16, 2015.
We understand from Ms. [redacted]'s complaint that he room was nice but, the toilet did not work causing her to have to go to the lobby during the night. According to Ms. [redacted], she spoke with the property manager who agreed to issue a "credit" to her. Ms. [redacted] also states that she spoke with Hotwire representatives but, that we would not process a refund.
Per our documentation Ms. [redacted] contacted our office July 27, 2015. We contacted the Grand Hotel on her behalf to determine what was offered, we were informed that only the property manager could authorize any credit but, he was not available at the time. Our follow up attempts to reach him have been unsuccessful up to this point.
We regret to hear that Ms. [redacted]'s vacation experience was not to her satisfaction. As you [redacted] know, Hotwire acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to control unforeseen events that [redacted] occur at the time of travel. However, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Ms. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact.
Ms. [redacted] states that she was offered a refund but, this information was not provided To Hotwire by property management. As Ms. [redacted] is now disputing the charge with her credit card company, we are unable to honor her refund request at this time.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

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

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

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

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.

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]

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26, 2015
[redacted]
[redacted] Rd
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns, as sent through the...

Revdex.com, regarding your hotel reservation with the Quality Suites Near Orange County Convention Center for October 11, 2015. We understand that you are requesting a full refund due to poor reviews found online concerning this hotel. We regret any frustration this [redacted] have caused.
After some research, we were able to find mixed reviews for this hotel. Regardless of reviews, we expect our partners to provide a clean stay. If you are not provided a clean room, and after contacting the front desk they are still unable to provide you with a clean room, please do not hesitate to call us at 1 866-HOTWIRE (XXX-XXXX) and we will help to rectify the situation. Our customer care agents are available 24 hours a day, 7 days a week.
In exchange for guaranteeing our partners the reservations we book will be used as originally sold, they offer Hotwire deeply discounted rates. 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.
Based upon the above information, we will not be honoring your request for a refund. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I discussed the matter numerous times through customer service and even through Revdex.com still get the same response of when I get there if the room is unclean then call to resolve with hotel. I am staying briefly only to sleep and do not have time to go back and forth with an unclean room. Not to mention my biggest concern as I have mentioned many times now is frequent complaints of roaches and bed bugs! I am not going to stay somewhere like this. Bed bugs are a nuisance for all hotels I'm sure, some are just more diligent in their response and some aren't. What happens when I stay there and bring home bed bugs in my luggage and my home is infested. Are you going to compensate that? I am sure not. My complaint is the fact that this hotel was presented to be highly recommended when that is not the case. I would expect to land a hotel with bug infestation with a hotel with recommendations under 70% but 100%, I think not. Furthermore again you mention refund can not be given due to the deal I had received yet I didn't receive one. It actually cost me more to book through you than if I went through the hotel itself. This hot deal was misrepresented and that's all there is to it. I expected a decent place to stay when 100% recommended.
Final Business Response /* (4000, 9, 2015/09/01) */
September 1, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com case# XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your booking at the Quality Suites near Orange County Convention for check-in October 11, and check-out October 12, 2015. We understand your dissatisfaction remains as you have found negative reviews from previous guests on other sites. We regret this situation has caused any frustration and inconvenience for you. Thank you for continuing to allow us to address your concerns.
As stated in previous correspondence, we are unable to refund based on other website's reviews, as it is required to give the hotel an opportunity to provide the clean and comfortable stay they promise. Again, if there is any issue the hotel cannot resolve at the time of your stay, we ask you call our 24 hour customer care immediately at 866-HOTWIRE (XXX-XXXX).
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.
We are confident in our star rating system, and 100% of our customers that stayed at this hotel recommended it as a 2-star hotel. Based on the information above, we are not able to honor your request for a full refund. We hope you enjoy your stay, and pleasantly surprised with your experience. We look forward to serving your future travel needs.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am getting tired of continued correspondence with Hotwire! Over and over they say the same thing of staying at the hotel in question and I will be given the opportunity to reach out to them if it is unsuitable, you then say once it is unsuitable that you will work with the hotel to make it suitable. That is unreasonable! Hotwire continues to neglect the fact that the hotel was completely misrepresented. I will not stay at a hotel with multiple complaints of bed bug infestation. I did not even receive some big grand deal as booking through the hotel itself was cheaper than my supposed "hot deal" I have booked many hotels through this process and never have had such a discrepancy like this between reviews. I don't have the time to waste looking for another hotel or calling back and forth to complain if the room is unsuitable. Not to mention my biggest concern is the BED BUG complaints, that is an issue I probably wouldn't know about till the next day. I will NEVER use Hotwire services again as they have taken no ownership in the representation of this hotel! Hotwire has completely ripped me off!

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]

Complaint: 1[redacted]I am rejecting this response because:
This is a company licensed to operate as an [redacted] company as a sub of expedia.
They accept [redacted] funds using [redacted] banks and pay [redacted] taxes.
the whole point of the complaint is the terrible customer service provided by third party untrained low wage employees in another country.
If you take [redacted] funds using [redacted] banks and operate in [redacted] but only communicate with customers by this sub standard way then we will go up the chain of command and complain to whoever is next. The banking institution regulatory agencies or the commerce departments or whoever.
we will endeaver to pursevere[redacted]Sincerely,[redacted]

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.

Complaint: [redacted]I am rejecting this response because:For the same reasons as cited previously.  Misrepresentation was not a result of delay as I checked several times over a period of time to determine if it was simply a delay.  The representation never changed.  On information and belief,  I do not believe any customer used that link to book the Executive Hotel de soleil and I believe it was a misrepresentation of fact designed to induce customers to book through the link. That belief is consistent with my experience and the information I obtained when I looked further into the issue. 
Sincerely,[redacted]

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

Initial Business Response /* (1000, 5, 2015/06/11) */
June 11, 2015
[redacted]
[redacted] Cove
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as...

sent through the Revdex.com, regarding your booking with the Ramada Plaza Capitol Park. We understand your reservation was booked for the wrong dates. As you had to pay the hotel direct for the night of [redacted] 24, 2015, you are seeking a refund from Hotwire for the unused night of [redacted] 21, 2015. We regret any inconvenience this situation [redacted] have caused.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners that the reservations will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable. W do recognize that booking errors are made, and had we received a call alerting us to the matter immediately, we [redacted] have been able to correct the situation. Unfortunately, as we were not contacted until after the date of your scheduled check-in, the options were severely limited.
For this reason, we are not able to provide you with a refund for the unused night of your reservation.
We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not pleased with their response and after over 9 years of using hotwire, I will discontinue using their service.

Initial Business Response /* (1000, 5, 2015/07/19) */
July 19, 2015
[redacted]
[redacted] Drive
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your booking with the Extended Stay America - Melbourne - Airport. We understand that you booked this reservation to attend the funeral of your aunt. You then booked another reservation, as the plans had changed and you needed a closer hotel. You are now seeking a refund of the first booking, stating that the Trip Protection offered by Allianz Global Assistance had been included with your booking. We would like to extend our sympathies for your loss, and we regret any frustration this situation [redacted] have caused.
Our records show that you contacted Hotwire by phone on April 10, 2015, as you booked the reservation for three adults, and your reservation showed two guests, and to request that the Trip Protection be added to your reservation. You were assured at that time that the reservation was for three, and though we are not able to guarantee bed types, we do guarantee that the room will sleep the number of guests booked. We also informed you that we are not able to add the Trip Protection post-booking, and you were given the contact information for Allianz Global Assistance, in order to inquire about adding the protection to your reservation. You contacted us again by phone a few approximately 15 minutes later, stating that your aunt had passed [redacted] and that you wished to cancel the reservation. You were informed that you would need to fax in documentation of the death and your relationship to the deceased, and you agreed to the process as described. Our next contact was [redacted] 20, 2015, when you called to check the status of your refund request. You were informed that we had not yet received the required documents, and the next call was on [redacted] 29, 2015 as you were having difficulty sending the fax. On June 4, 2015 you called again to check the status of your refund request, and we had not yet received your documents. On June 8, 2015 we received documentation that was not accepted, as it did not list relationship to the deceased. The documents showing relationship to the deceased were received on June 14, 2015; they also stated that the death had occurred prior to the date of the booking, and you request for a refund was denied, as the cancellation of the reservation was due to a change in plans, and not the death of your aunt. Though we sympathize with your loss, we are not able to cancel and refund Hot Rate reservations due to a change in plans.
At Hotwire, we obtain these deeply discounted Hot 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 and billed regardless if the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
In consideration of the information above, we will not be providing a refund for this reservation.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/20) */
August 20, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com Case number: XXXXXXXX
Itinerary number: XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns, as sent through the Better...

Business Bureau, regarding your hotel reservation at the Le Meridien Charlotte for August 22, 2015. We understand that you are requesting that we move your reservation closer to the Bank of America Stadium. We regret any frustration this [redacted] have caused.
At Hotwire, we strive for clarity during the booking process. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In your case, the area selected was "Uptown Charlotte-city Center, North Carolina". We have confirmed the Le Meridien Charlotte is located within the green shaded map defining that area.
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 for the booking and therefore Hot Rate reservations are final.
If you need to have your hotel in a specific area, we do have our standard rate hotels. With these hotels, you know the name of the hotel and the location before the booking has been completed. This way if you need to be near a specific landmark, you are able to.
Based upon the above information, we will not be honoring your request for a refund. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations

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

Initial Business Response /* (1000, 5, 2015/11/26) */
November 26, 2015
[redacted]
[redacted] Drive
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email [redacted]@gmail.com
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your car reservation. I understand your dissatisfaction stems from the Hot Rate(r) Car reservation you booked for July 9, 2015 - July 12, 2015 that ended up in the wrong dates due to allegedly website error. As such, you are requesting a refund.
I attempted to locate the information referenced in your email. However, I am unable to locate a Hotwire account based on the information which was provided.
Please reply associated with the account (this would have been provided at the time of booking), as well as two of the following identification pieces for security verification:
- Hotwire itinerary number
- First and last name of the passenger, primary guest, or primary driver
- First and last name of the account holder
- Phone number associated with the account
- Reservation number
- Zip code associated with the account
Once we receive this information, we will be able to search further and provide you with a response to your inquiry.
We appreciate your business and regret your Hotwire car experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still need refund. The information Hotwire requested is provided below.
Account used to book the reservations: [redacted]@hotmail.com
There were two reservations: I provided both for each listed below.
- Hotwire itinerary number: XXXXXXXXXX
- First and last name of the passenger, primary guest, or primary driver: [redacted]
- First and last name of the account holder: [redacted]
- Phone number associated with the account: XXX-XXX-XXXX
- Reservation number: Enterprise confirmation code: XXXXXXXXX
- Zip code associated with the account: XXXXX
- Hotwire itinerary number: XXXXXXXXXX
- First and last name of the passenger, primary guest, or primary driver: [redacted]
- First and last name of the account holder: [redacted]
- Phone number associated with the account: XXX-XXX-XXXX
- Reservation number: Enterprise confirmation code: XXXXXXXXX
- Zip code associated with the account: XXXXX
Final Business Response /* (4000, 9, 2015/12/23) */
December 23, 2015
[redacted]
[redacted] Dr.
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Enterprise. I understand you are dissatisfied as you feel it was booked with the wrong dates due to an error with our site. Therefore, you are requesting a full refund; equivalent to $1694.45.
We strive for clarity on our Web site. We make sure to point out booking details such as reservation dates, times, location(s) along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. Additionally, our customers can view their confirmation directly on our site utilizing the "My Account" link; located at the top of every page. If you experience an error, we recommend contacting Hotwire immediately at X (XXX) XXX XXXX. Our Travel Specialists are available 24/7.
According to our records, you booked your reservations on July 9, 2015 for pick up on the same day and drop off on August 2, 2015. The issue was raised only on September 14, 2015. Because a contact was not made before the pick-up date, please understand our options are very limited. Upon further investigation, we find out that there was no errors on the bookings made.
Please be advised, once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use. As such, 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

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, 2015/08/18) */
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.

April 14, 2018
[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 Best Western Designer Inn & Suites. I understand that you are dissatisfied with the savings you received on your hotel booking. As such, you requested either a cancellation of your booking or a partial refund.
 
Our records indicate you booked a Hotwire Hot Rate® reservation. In Hot Rate ® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate® reservations are non-cancellable and non-refundable.
 
Allow me to further clarify how the savings provided on our site was derived. Our crossed out 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. To clarify, if we were to compile a list of the retail rates we found for all the 2.5 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention.
Let me assure you we work hard to negotiate the lowest rates with our partners.  While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. If you find a lower total for the same property with the same travel dates 48 hours before check-in, we will refund you the difference.
Based on the information above, I am unable to honor your cancellation or 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