Hotwire

Initial Business Response /* (1000, 5, 2015/07/30) */
July 30, 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 Better...

Business Bureau, regarding your booking with the Clarion Hotel San Angelo on September 6, 2015 in San Angelo, Texas. We understand that you believe this hotel has a star rating of 2.5 instead of the 3. 0 as advertised on Hotwire.com. As such you are seeking a cancellation and refund. We regret any inconvenience this situation [redacted] have caused.
As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, Clarion Inn San Angelo is listed as a 3-star hotel on Hotwire.
We have checked other well-known travel sites, and found the 3-star rating for this hotel to be fair. The Clarion Inn San Angelo is listed as a 3-star property on Expedia and Trip Advisor, as well as the Choice Hotels corporate website.
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
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. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the above information, we are not able to honor your request for a refund.
We appreciate your business and hope to assist you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable because as the consumer I am not looking at what other sites Have as star ratings I am looking at what Hotwire shows on their star rating description and hotel icons and the fact that in this instance they failed to updated their star ratings and when I as a consumer am making the choice between which hot rate level I am willing to pay this is deceitful like a bait and switch scheme and I as the consumer should have the right to get my money back. I think they have a responsibility to have to keep their website star rating charts up to date just like Walmart or any other store if the price or item depicted to the consumer is incorrect they honor that price or it's free. I am not asking for something free I simply want my money back. Or a credit to use another time towards a future purchase. However I am not taking a 2.5 hotel as listed on their star rating chart in lue of a 3 star hotel I paid for. They are clearly at fault because they do not make the effort to update the star rating diacritic a on their website and I do not think I should have to pay for that. I am will to take a room at La Quinta in San Angelo Texas. Do they have two options they can chose from.
Final Business Response /* (4000, 10, 2015/08/07) */
August 7, 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 with the Clarion Hotel San Angelo on September 6, 2015 in San Angelo, Texas. We understand that you believe this hotel has a star rating of 2.5 instead of the 3. 0 as advertised on Hotwire.com. As such you are seeking a cancellation and refund. We regret any inconvenience this situation [redacted] have caused.
At Hotwire, we strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and areas. For our Hot Rates, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 3.0-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer [redacted] receive when completing their reservation. In addition to this feature we do show our customers what hotel the last customer received in hopes of giving our customers a better idea of how our site works.
Hotwire stands by the star rating for this hotel. On our website this is offered as a 3.0 star property on our Hotels tab, where you can select the hotel by name and location. It is being sold as a 3.0 star property as one of our Hot Rate(r) hotel deals.
I have also reviewed several other travel websites and found the star rating to be supported by their reviews as well:
Priceline 2.5 stars
Hotels.com 3.0 stars
Trip Advisor 3.5 stars
Booking.com 3.0 stars
Expedia 3.0 stars
Hotwire rates each hotel partner individually, not by chain. Some hotel brands, like the Clarion Hotels, feature properties in multiple star-rating categories because the rating is not based on the chain's overall value, but rather on each individual hotel. Star ratings across travel site factor in the location, amenities offered and other unique characteristics for each hotel within a brand.
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. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the above information, we are not able to honor your request for a refund.
If you ever arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at 1-866-HOTWIRE (XXX-XXXX) so that we [redacted] work with our hotel partner to resolve the issue. We are available 24 hours a day, seven days a week to assist you; 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, 12, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I attached a print screen copy of the Hotwire star ratings and the Clarion Hotel was listed as a 2.5 star hotel and at the time I booked on Hotwire and I chose to PAY more for a 3 star rating hotel. If Hotwire stands by the star rating that they had posted at the time they should have to refund me my money. This is deceiving to customers because I paid for one of the hotels listed on their rating description at the time and Clarion was not listed as a 3 star hotel at that time.
I am not satisfied with their explanation in this case. I have submitted the screen shot of the star rating and clearly you can see that it was listed on Hotwire website as a 2.5 star hotel. When a potential customer goes to their site they are given an option of the different star rating hotels and when I reviewed it I paid more for the 3 star rating hotels listed and received a 2.5 star rating hotel and this is not acceptable. I do not think I should have to go through all this trouble to get my money back on something that is clearly deceiving a customer for their money!

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!

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

Revdex.com, regarding your hotel reservation at the Best Western Lake Buena Vista Resort Hotel for July 11, 2015. We understand that you are requesting a refund of $66.06, due to having found a lower rate on Kayak.com. We regret any frustration this [redacted] have caused.
Allow me to 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. Within 24 hours of booking on Hotwire, if you find a lower total for the same hotel with the same dates, number of guests, and room type outside of Hotwire.com, we will refund you the difference.
We did see that a screenshot was sent in as had been requested. The screenshot information was showing for 2 guests. The reservation that was created with Hotwire was for 3 guests. Due to the fact that these are not identical bookings, your claim was denied.
Based upon the previous information, we will not honor your request. 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, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the first screenshot I sent was indeed for 2 guests. However, I then sent 2 more screenshots from Katak.com on 7/11/2015 @ 6:39 pm (EST) (with 24 hrs) showing 3 guests and Hotwire.com still denied the refund .
Final Business Response /* (4000, 9, 2015/08/03) */
August 3, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear [redacted]:
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Best Western Lake Buena Vista Resort Hotel. We understand that you found a lower rate for this booking and as such, you are requesting a refund in the amount of $66.06 to be processed under 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 July 11, 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 the same number of guests; 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 $66.06 unless we receive the information as outlined above.
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
Final Consumer Response /* (4200, 11, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already explained /provided the proof of the requested documentation in my last response . Hotwire.com is still giving me the standard response and not giving me the refund . I give up !

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

I did finally get it after hours of phone time and countless emails... Please keep it as a negative but resolved

Initial Business Response /* (1000, 5, 2015/08/20) */
August 20, 2015
[redacted]
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 hotel reservation with the Delta Beausejour for August 14, 2015 in Moncton, New Brunswick. We understand that your complaint stems from the level of service you received when you called our Customer Service line regarding your confirmation not being received. We regret any concern or frustration this issue [redacted] have caused.
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. 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.
At Hotwire, we are committed to protecting your privacy and creating a safe and secure online environment for anyone who visits and books on our Site. When you book on Hotwire, the personal information you provide is only shared with third parties required to ensure the completion of your booking. The personal information provided to Hotwire is not released in the booking confirmation emails. Please be assured your financial information was not released to any other individual.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok so I had to call back to the Hotwire as I was told only $125.41 would be charged to my credit card I asked her like 6 times and she assured me of this. God my credit card charge and was charged $169 I called and had a very rude person and then got a even ruder supervisor that basically told me that I should know I was calling a U.S. Company and how are they to know I live in [redacted]. I told her they asked for my address to take my credit card company and booked me hotel 1 hour from my house as I told the girl that when o booked it. Her response was they are not mind readers and I needed to ask as the customer is this Canadian charges rates .. Could not believe what I went through with this company and I am not happy or satisfied at all
Final Business Response /* (4000, 9, 2015/08/30) */
August 30, 2015
[redacted]
[redacted]
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 booking with the Delta Beausejour, Moncton, New Brunswick on August 14, 2015. We understand that your complaint stems from the fact that you were charged in USD instead of CAD and the level of service you received from our agents on the phone. We regret any dissatisfaction this situation [redacted] have caused you.
Hotwire is a United States based company; as such our default currency is USD. To address this for those outside the US, we offer an option to change the currency type. As your reservation was booked with an agent over the phone, the default currency would have been in USD. After reviewing your booking and the Itinerary page that shows the currency type that the credit card was charged in, we have determined that your card was in fact charged in USD so any additional charges would have been processed by the issuing bank as conversion fees.
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
Final Consumer Response /* (4200, 11, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So you agree I was charged US charges and you reviewed my call did you review that I verified I lived in [redacted] when I told her my address when she asked for it to charge my credit card , I feel this is fraud and I should be refunded back as was not advised of this

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, 5, 2015/08/27) */
August 27, 2015
[redacted] Bay [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 Hertz on August 19, 2015 in Raleigh/Durham, North Carolina. We understand that you arrived late to pick up your car due to a delayed flight, and the rental location was closed. You are seeking compensation for the alternate rental you had to rent. We regret any inconvenience this situation has caused.
Hotwire has confirmed with Hertz the car was not picked up. You have been refunded the cost of the rental, $28.34, on August 25, 2015. Hotwire would be willing to reimburse you for any additional costs associated with this rental period. Please submit a copy of the receipt for the Avis car rental, which shows the dates of the rental and the total cost for the rental fees. Please be advised that any additional services purchased from Avis (such as supplemental insurance, fuel service or child safety seats) were not included in the initial Hot Rate(r) rental, and will not be a covered expense.
You [redacted] email a copy of the receipt to [redacted]@hotwire.com, attention: [redacted], REF#XXXXXXXXXX. Once the receipt is received, we can proceed with the refund process which can take 7-10 business days. If you prefer, you can fax the receipt to: XXX-XXX-XXXX.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/10/21) */
[redacted] Dr. [redacted]
[redacted] XXXXX
Dear [redacted],
In response to Revdex.com case number XXXXXXXX, customer's email address [redacted]@gmail.com
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding a hotel reservation.
I understand you are dissatisfied with your recent Hotwire booking. Your dissatisfaction stems from the crossed out rate savings estimate. Hence, you want a refund.
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, 5, 2016/02/07) */
February 7, 2016
[redacted]
[redacted]
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

the [redacted], regarding your hotel reservation. I understand you were dissatisfied with your recent hotel booking because the HotDollar credit was not applied to your reservation. As such, you are requesting a refund in the amount of $72.79.
HotDollars are equivalent to US Dollars when used to book Hot Rate(r) cars rentals and Hot Rate(r) hotels reservations. Your HotDollars will expire one year from the date of issue.
We service two types of hotel reservations: Hotwire Hot Rates(r) and Hotels. For Hotels, the details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hotel.
Based on this information, I am unable to honor your request for refund. Your HotDollar credit is still available in your [redacted] account in the amount of 72.79. Which expires on May 21, 2016.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find this response very disappointing. The reason I have this credit in the first place is due to a rather large error on the part of Hotwire[redacted] and I was not told the[redacted]pensation would have such limited use - I would not have accepted the offer if I had been informed. To explain the situation - I booked a hotel in France for last May and it was advertised as 'waterfront' when I looked into this further after being informed of the hotel name I found it was actually in an industrial area and a fairly long walk to any waterfront - which wasn't even a beach. I[redacted]plained to Hotwire[redacted] and they offered me credit to the value of half my booking to use on my next booking. At no point did they tell me that the credit was only available to use on certain types of hotels and I was not given notice in writing.
I am going to cancel the existing booking for the Hunter Valley and book elsewhere, as I have[redacted]pletely lost any trust in Hotwire[redacted], as such, credit with the[redacted]pany is now totally useless to me. I would like to receive a partial refund for my France trip in real money, I have had problem after problem with these 2 bookings and I have wasted a huge amount of time on this. I also require a refund of the AUD10.18 in transaction fee that I will lose in having to cancel this booking.
I hope that this can finally be resolved quickly.
Final Business Response /* (4000, 9, 2016/03/01) */
March 1, 2016
[redacted]
[redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the [redacted] regarding your hotel reservation. I regret you remain dissatisfied with our response. I understand that you want to apply the HotDollars credit that you have to your "hotel" type reservation.
When we issue HotDollars, customers automatically receives and email confirming issuance which clearly indicates that you can use HotDollars to book any Hot Rate(r) Hotel, or Hot Rate(r) Car reservation on the Hotwire site - just ensure you are logged in so your HotDollars are displayed as a payment option on the billing page. Each one is equivalent to one U.S. dollar in value and is available for one year from the date of issuance. You will still be required to enter other billing details to cover any amount beyond your available HotDollars and any remaining HotDollars will stay in your account for future use. When applicable the option to apply HotDollars will appear on the billing page.
Allow me to assure you it is not Hotwire's intention to mislead our in any way. Rather, we strive for clarity on our site and provide all the dcustomers etails on how much are we going to charge the card and if any discount, coupon or HotDollars was applied on the reservation.
As such, my decision has not swayed and I am unable to honor your request for a full refund.
We appreciate your business and look forward to assisting you with this matter.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/07) */
August 7, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Miss [redacted],
Thank you for the opportunity to address your concerns as...

sent through the Revdex.com, regarding your attempted booking on August 23, 2015 in Portland, Oregon. We understand that you are seeking a refund for the charges as the booking did not complete. We regret any inconvenience this situation [redacted] have caused.
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.
After reviewing your account, I was able to verify that you had an incomplete booking. Your card will not be charged for this reservation because it was not completed. What you are seeing is an authorization on the card or account. These authorizations occur when we validate your card at the time of booking. Most financial institutions remove authorizations routinely within a few days. For more information about your specific financial institution's policies and your credit card or account, please contact your bank or credit card company. If you financial institution requires any additional information, we [redacted] also be able to fax a request to remove the authorization if you contact Hotwire Customer Care by phone at the number below.
For the above stated reason, Hotwire will not be issuing a refund, because we did not collect any funds for this transaction.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/06/11) */
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.

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]

April 4, 2016[redacted]Fort Riley, KS 66442In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]Dear [redacted],Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate(r) hotel reservation with...

[redacted] - Wichita East. I understand you are dissatisfied with your recent booking as you were not able to cancel your reservation despite purchasing Hotel Cancellation Protection. As such, you are requesting a refund.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 hotel. Regardless of whether or not the reservation is used, we are charged for the booking and typically unable to cancel, make changes or issue refunds.The insurance offered during the booking path is Trip Protection offered by [redacted]. Trip Protection covers unexpected events such as medical emergencies, strikes, natural disasters and bad weather. Hotel Protection does not offer coverage for change of plans due to non-emergency situations. Prior to adding Trip Protection on our site, [redacted] provides a link to their Terms of Use. This provides customers booking on our site the opportunity to review specific information regarding their policies and coverage exclusions before booking.At Hotwire, we strive for clarity during the booking process. We provide links to the Travel Product Rules and Restrictions, and Terms of Use on the billing page. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the "Book Now" button you are accepting the Terms of Use.I apologize for any treatment that was anything less than exceptional when speaking with our Travel Specialist. I have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Based on the information above, I am 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 RelationsHotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:  They are stating that I wanted to cancel the reservations but the reservations should have never been booked.  I never agreed to any booking of a hotel.  Also, when I found out that my credit card had been charged twice for two hotels  for the same day I did call to see why they booked a hotel when I never agreed to it.  That is why I called and the records or recording should state just that.  I will dispute this charge and I will continue to fight for anyone who has had this issue.  Please take a look at their ratings and note that they are NEVER over 3 stars because they are scamming consumers.Sincerely,[redacted]

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

Initial Business Response /* (1000, 5, 2015/06/04) */
June 4, 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 reservation with the Days Inn New Orleans Airport. As stated in your correspondence, you disagree with the star-rating for this property, and note that the Days Inn was not among the example hotels listed for this star-rating. We regret any concern or frustration this [redacted] have caused.
We would like to clarify how the star-ratings are assigned. Please understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by source. Our customers play a very large part of the star-rating determination. To determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customers. Our customers provide Hotwire with over half a million hotel reviews every year. If the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the rating. If a large percentage of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's rating. We assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis. At this time, we remain confident our star-rating system is meeting the needs of our customer's goals.
We strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and areas. For our Hot Rates, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we inform our customers of the "Hotels in our 3-star collection" with a list of examples. Next to the hotel examples, we are clear to note that the examples shown are not guaranteed as one of the hotels a customer [redacted] receive when completing their reservation.
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. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the above information, your reservation with the Days Inn New Orleans Airport stands as originally booked. We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

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

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

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 did receive my refund and that was the ultimate goal. However, I am still unsatisfied with the level of customer services I received. Hotwire did not act to resolve the problem as the refund status (sitting as a credit) had been made known way before April and stated by the representatives themselves. It would be helpful for customers and the call center reps if Hotwire implements a better documentation call log so that information is interchangeable within the company and representatives are able to view real time claims. This can avoid future hardships for both customers and reps handling claims. 
Sincerely, [redacted]