Hotwire

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]

Initial Business Response /* (1000, 6, 2015/12/14) */
December 14, 2015
[redacted]
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com regarding your reservation with Sixt Rent a Car in Georgia. I understand that you are dissatisfied with your recent car reservation because you thought that the rate you booked was cancellable. As such, you requested a refund.
At Hotwire, we provide a final recap of the booking details and the Terms of Use for our customers to review before agreeing to their booking. It is here and throughout the booking path that we indicate Hot Rate Car bookings are non-refundable.
After reviewing your account, I confirmed that on November XX XXXX, we processed a full refund as an exception to our Terms of Use. Refunds typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use.
We appreciate your business and we look forward to better serve your travel needs in the future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

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

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

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

your reservation with Westin Tysons Corner. I understand you are dissatisfied because of not being able to receive a refund of your hotel reservation.
 
Our records indicate that your reservation is a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.
 
I recognized you booked the reservation with trip insurance. The insurance offered during the booking path is Trip Protection offered by Allianz Global Assistance. Trip Protection covers unexpected events such as medical emergencies, strikes, natural disasters and bad weather which was indicated at the time of booking.
 
In the event Allianz Global Assistance denied your refund request, we are more than happy to review your case. In order to review for a possible refund, we require medical documentation from your doctor stating you were unable to travel on the specific dates of the reservation. The letter needs to specify you are unable to travel on your reservation dates due to your medical condition. The letter does not need to specify what the condition is. We require the note to be on clinic or physician letterhead only and must be signed by a doctor.
 
You may send it as an e-mail attachment to [redacted]. Once received, the review process may take seven to ten business days and we will reach out once it is completed.
 
We appreciate your business and look forward to serve your travel needs in the near future.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

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, 2015/07/30) */
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, 2015/10/21) */
[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, 2015/12/03) */
December 03, 2015
[redacted] St.
[redacted]
In response to Revdex.com case number XXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel...

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

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

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

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

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]

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. My main concern is the validity of confirmed reservations. Also, the difficulty in contacting an actual person at Hotwire when problem exist. 99% of the time Hotwire is great. When there is a problem it's too difficult to resolve. Sincerely, [redacted]

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

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]
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

Initial Business Response /* (1000, 5, 2016/01/08) */
January 8, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding...

an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand [redacted] is requesting a refund of the cancellation penalty and travel insurance.
On January 08, 2016 we contacted [redacted] to acknowledge receipt of their Revdex.com complaint, however there was no answer.
Our records reflect on October 28, 2015, customer self-booked a flight for himself using Hotwire.com website. Travel was on Air Canada and with Air China, departing December 20, 2015 from Boston, Massachusetts to Beijing, China with a connection in Montreal, Canada and returning on January 15, 2016, from Beijing, China to Boston Massachusetts with a connection into Montreal, Canada. The customer is stating he was denied boarding due to invalid travel documents.
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers, who chose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. If they have any additional questions, we advised them to contact us immediately before purchasing the itinerary. As Air China was the merchant of record and the company that charged the customer's credit card, we have to abide by their rules and regulations.
In reviewing Mr. [redacted]'s account, we have no record the customer contacted us regarding document requirements prior to traveling. In addition, Hotwire does not provided passport/visa requirements for international travel. We provide a disclaimer on the website and is displayed on the copy of the customer's itinerary, which states as follows.
Proof of Citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connection through.
We can confirm that Mr. [redacted] did contact us on December 20, 2015, as he was unable to board his flight. Our representative assisted the customer in cancelling the reservation. Based on the fare rules that the customer agreed to at the time of booking, he was charged a $200 cancellation fee. While the travel insurance coverage was purchased as part of the reservation, it was not refundable as the reservation was cancelled the day of travel.
Hotwire considers this matter as closed, as we are unable to honor the customer's refund request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the customer service on the day I purchased the ticket and asked specifically if my trip required visa to Canada . The customer service called Air Canada to consult my case. At the end, the representative told me that I can travel without Canada visa. I do not accept that response from hotwire which seems to be unaware of my contact on the day I purchased my ticket.
Final Business Response /* (4000, 9, 2016/01/26) */
January 26, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
Per our previous response, we have no record the customer contacted us regarding document requirements prior to traveling. In addition, Hotwire does not provide passport/visa requirements for international travel. We provide a disclaimer on the website and it's displayed on the copy of the customer's itinerary, which states as follows.
Proof of Citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connection through.
As the customer has not provided any additional information, Hotwire considers this matter as closed, as we are unable to honor the customer's refund request. We respectfully asked that the Revdex.com close this case.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

Initial Business Response /* (1000, 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, 11, 2015/10/28) */
October 28, 2015
[redacted]
XXXXX N [redacted] Ave Apt [redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire...

as sent through the Revdex.com, regarding your booking with the Best Western Plus Carriage Inn - Sherman Oaks, CA. I understand you are dissatisfied with your recent hotwire hotel booking because you are having hard time putting your father's name on the reservation.
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and Hotel. For hotel, hotel details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee. Our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundable. These restrictions enable our partners to better manage their unsold rooms.
After reviewing your reservation, I confirmed you booked a Hot Rate hotel. We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold.
After carefully checking, we already add the name of your father into your reservation.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office