Hotwire

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

Bureau, regarding your booking with The James Hotel Chicago. We understand that you found a lower rate for this booking and as such, you are requesting a refund in the amount of $107.98 to be processed with our Low Price Guarantee. We regret any concern or inconvenience this [redacted] have caused.
We assure you we work hard to negotiate the lowest rates with our partners. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates.
Upon review, we see that you contacted Hotwire on June 8, 2015 to submit a Low Price Guarantee claim, as you found a lower rate on another site. As we were not able to verify the lower rate, you were asked to provide a screen shot showing the lower rate, which you did. We received your screenshot, but it did not include all the necessary information required in order to process your Low Price Guarantee claim. Your screenshot must include the following:
A time stamp showing the date and time the rate was found (must be within 24 hours of booking)
The name of the hotel
The dates of the reservation
The number of rooms
The number of guests to be accommodated
The total, including taxes and fees
Your Hotwire itinerary number
If you are able to provide the above, we will be happy to review for possible compensation under our Low Price Guarantee. Please print and fax your screenshot to X (XXX) XXX-XXXX. You will be contacted with the outcome within 7 to 10 business days from the date we receive your fax.
That being stated, we are not able to honor your request for a refund of $107.98 unless we receive the information as outlined above.
We strive to exceed our customers' expectations, and we regret that your Hotwire experience has been anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
I have provided all this information to Hotwire and have talked to a representative more than once. My detailed complaint states the times I sent the info they requested. Each time I sent them info, they responded with a denial and another request for more info. Just like the response I got above. The last time I talked to a Customer Service Rep I asked to talk to a Representative with the Low Price Guarantee office and they couldn't transfer me and told me that they would get back to me, but couldn't guarantee a phone call, even though I practically begged for one. The last representative I talked to I walked through each email I sent and received which contained all the information I sent them and all the info they requested. I have no idea why they are being so difficult. While I don't believe a MIDDLE GROUND is appropriate when a company steals from you, I understand that this is what I need to provide. I would appreciate a $100 credit to HOTWIRE or at least a call from [redacted] with a detailed explanation.
As you can see below, the info I provided originally when I filed the claim has most of the information they requested.
I sent a screen shot to them at 12:32am on the 9th with the hotel room, the dates, with the total cost with tax as they requested after I sent an email back to them when they said they couldn't find the rate. I then sent another email in the morning when they requested more information which included the number of guests.
I feel like they are just not listening.
[redacted],
Here you go.
Thanks,
[redacted]
From: Hotwire Support mailto:[redacted]@hotwire.com
Sent: Monday, June 08, XXXX XX:XX PM
To: [redacted] (MW MAD)
Subject: RE:'HW=XXX-XXX-XXX' Low-Price Guarantee HOTEL refund request
Dear [redacted],

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

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

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

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

Sincerely,

[redacted] A.
Hotwire Customer Care


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

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

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

Customer email: [redacted]@wholefoods.com
Customer name: [redacted]
Hotwire itinerary number: XXXXXXXXXX
Hotel name: The James Hotel Chicago
Check-in date: Thu, Jun 11, 2015
Check-out date: Fri, Jun 12, 2015
Bed: Run-of-house
Hotwire total trip price: 454.84 USD
Lower Total Costs: 185.08 USD
The source of the lower rate: I sent the text to my wife of the hotel and she looked it up on her phone and she said the rate was $159. I opened the link on my phone and found the same rate. Mobile Exclusive Advanced Purchased Deluxe King Guestroom for $159 Total excluding taxes/fees. $185.05 with tax. which is considerably cheaper than Hotwire.
Date found this lower rate: Mon Jun 08 00:00:00 PDT 2015
Time found this lower rate: 9:50 PM
What I really want is for them to honor their low price guarantee. I think if someone would just call me, I could explain it all.
Thanks,
[redacted]
Final Business Response /* (4000, 12, 2015/07/12) */
July 12, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with The James Hotel Chicago. We understand that you have included screenshots with your letter to support your claim under our Low Price Guarantee. We regret any inconvenience this process [redacted] have caused.
As per our phone call of July 12, 2015, I have submitted a request to our finance department to credit your account. The credit will go to the Discover card that was used to book your reservation, in the amount of $84.68, the difference between the rate booked with Hotwire and the rate you found online. This will take approximately 7-10 business days. Please contact your financial institution as to when these funds will appear on your statement.
We would like to thank you for submitting your Low Price Guarantee claim and providing your feedback. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We appreciate your business and hope we have the opportunity to better serve your travel needs in the near future. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/12) */
August 12, 2015
[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 Extended Stay America - Denver - Aurora North. We understand you are seeking a refund for this reservation, as you were dissatisfied with the cleanliness level at the hotel and the treatment you received from the hotel staff. We regret any distress this [redacted] have caused.
We contacted the hotel regarding this matter and they have agreed to refund the reservation in full. A refund of $93.94 was processed on August 12, 2015. This refund was applied to the MasterCard that was used to book the reservation. Please allow up to three business days for the financial institutions to transfer the funds. We have sent an email to your [redacted]@gmail.com address confirming your refund.
We apologize for any long waits you have encountered when contacting our Customer Care Department, we have been experiencing high call volumes which have been driving the long wait times.
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 /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with hotwire's response of a full refund.

Initial Business Response /* (1000, 5, 2015/05/31) */
[redacted] 26, 2015
[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 the booking with the Days Inn Milpitas for the two rooms under the guest name [redacted]. We understand that you are requesting a full refund for this reservation, as you were the person named in a court summons as a witness during the dates of the reservation. We regret any frustration or inconvenience this [redacted] have caused.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners payment, and that the reservations will be used as booked. It is for this reason that Hot Rate reservations are booked as non-refundable and non-changeable. We contacted the hotel, and were informed that the hotel did in fact take payment for the reservation, and were not authorizing a refund for this reservation. However, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances.
When you contacted Hotwire to request the cancellation and refund of this reservation, you were informed that we do have procedure in place in the event of a court summons. The reservation is put into a status that we call "pending review," the reservation is cancelled with the hotel, and the refund is on hold "pending review" of documentation to support the reason for cancellation. The agent obtained your permission put the reservation into the aforementioned status, and an email was generated informing you of the documents needed and where to send them; this was sent to the email address that is associated with the Hotwire account, [redacted]@gmail.com.
The documents we have received thus far did not meet the requirements in order to provide you with a refund. The only acceptable type of documentation is a copy of the court summons stating the name of the person summoned and the court dates. The person named in the court summons must be that of the guest or immediate family member. Dates of court appearance must overlap the customer's dates of stay.
At this time, in light of the above, we are not able to honor your request for a full refund. Should you wish to submit additional documents, we will be happy to revisit this issue.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fine print was not disclosed to me at the time I asked. Please see faxed response to the Dispute Resolution Support on 6/17/2015.
I feel that keeping the entire amount of deposit is an absolute theft of funds. According to [redacted] at Hotwire. Hotwire was refunded the entire $775.30.
Before I booked I asked if I could cancel because I could be called as a witness in an upcoming court case. I could not be a witness in Oregon and a guest at Days Inn if the dates overlapped which they did. [redacted] & [redacted].
Final Business Response /* (4000, 11, 2015/06/23) */
June 23, 2015
[redacted] XXXXX
RE: Revdex.com Case number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel booking with the Days Inn Milpitas for checking in October 1, 2014. We understand that you are requesting a refund, because you were unable to use the reservation due to being summoned as a witness to court. We regret any frustration this [redacted] have caused.
We do see previously that this booking had been placed into a review status, and we are still awaiting the necessary documentation. The documentation needed is a copy of the court summons stating the name of the person summoned and the court dates. The person named in the court summons must be the primary guest or an immediate family member. Dates of court appearance must overlap the customer's dates of stay. Please fax the documentation to X-XXX-XXX-XXXX, and include the itinerary number on the documentation. Once we receive this documentation, it will take 7-10 business to review the documents. You will be notified via email regarding the outcome of our review. Without the documentation, we will be unable to honor your request to refund your reservation.
You stated that the hotel has offered a refund for your reservation. We did contact the hotel in [redacted], and they were not able to confirm that a refund had been offered for this booking.
We appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 13, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be re sending my paper work with an explanation from our attorney. I was not given the fine print and was told as a witness to the court appearance I could get a refund. I was on call and did not have a subpoena because I agreed to be on call. I was a guest in the hotel, hotwire told me I qualified for a refund before I booked or I never would have made the reservation. The court case had been going on over a year and it was unfortunate that it overlapped our reservation in Milpitas at Days Inn. I need at least another week to re submit the paper work that explains my situation.

Initial Business Response /* (1000, 5, 2015/08/29) */
August 29, 2015
[redacted]
[redacted] Ln
[redacted] XXXXX
RE: Revdex.com case #XXXXXXXX
Itinerary # N/A
Dear Ms. [redacted]:
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau, regarding your recent hotel booking with Hotwire. As stated in your complaint, you would like to know how Hotwire gets its star ratings.
Hotwire gets its star ratings by starting with Expedia's rating, and then adjust it up or down based on our customer satisfaction reviews. We rely heavily on customer feedback to help provide us with the most accurate portrayal of the property. We hope you have contributed to this process by filling out your post stay survey that is sent out after each of your hotel stays.
With the information you have provided we were unable to locate an account with any recent bookings. If you would like us to look in to this further please provide us with one or all of the following:
Itinerary number
Email address used for the account
Phone number used for the account
More information about our website is also available by phone, please call us anytime at our 24 hour customer care at 866-HOTWIRE (XXX-XXXX). We appreciate your business and look forward to assisting with your future travels.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 8, 2015/10/07) */
October 7, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue from our...

customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on July 19, 2015, Mr. [redacted] booked roundtrip flights from Los Angeles, California to San Jose del Cabo traveling from August 16, 2015, through August 23, 2015, along with travel insurance. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia's website, without the assistance of an Expedia representative.
We understand from Mr. [redacted]'s complaint that he is seeking a refund for the tickets after making other travel arrangements. Mr. [redacted] contacted our office on July 19, 2015, after booking the flights online. The tickets are non-refundable so when he requested to cancel, her was advised that would not receive a refund. Mr. [redacted] would have been issued an airline credit with Delta Airlines that he could use towards the cost of new flights on the event of a cancellation. Mr. [redacted] was advised that Delta would charge a $200.00 per person rebooking fee plus any difference in airfare when booking with his credit. The travel insurance that Mr. [redacted] purchased would allow hotwire to refund the rebooking fee.
Please note that each of our airline partners establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. Mr. [redacted] has a credit with Delta Airlines that is valid through July 19, 2015.
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]
Initial Consumer Rebuttal /* (3000, 11, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The below statements are in fact false:
Mr. [redacted] would have been issued an airline credit with Delta Airlines that he could use towards the cost of new flights on the event of a cancellation. Mr. [redacted] was advised that Delta would charge a $200.00 per person rebooking fee plus any difference in airfare when booking with his credit. The travel insurance that Mr. [redacted] purchased would allow hotwire to refund the rebooking fee.
HERE are the reasons why:
1)I was forwarded to Delta by one of your representatives to get a new flight and they said I was not eligible due to the fact that Hotwire purchased the ticket as a BULK purchase and my ticket had no value. I was willing to pay more at this point but was not allowed. Either Hotwire or Delta is lees that truthful. I say hotwire passing [redacted] problem on like they are doing now.
2) If in fact the 200.00 per ticket change fee was refundable by my insurance purchase, why did Hotwire fail to disclose this to me. Please don't say it is because you don't work for the insurance company because you are making statements on there behalf NOW. If Hotwire cared about me the customer why didn't Hotwire explain that during my initial request for cancellation? I would have paid the 600 to make the change and got a refund from the insurance company. This would have been great with me but it was not a option that was offered to by a Hotwire rep..
Thank you for confirm my initial statement that Hotwire does not care about it's customers. Hot wire still has not addressed the issue of the purchase of a direct flight I purchased and then Hotwire sold me a non direct flights with layovers.
I have purchased other travel arraignments though Expedia and was extremely happy with those experiences. If I known that Expedia was involved in some I would have called them. Expedia is a good company and takes care of there customers unlike Hotwire.
I am seeking a full refund or some travel credit toward my next trip due to HOTWIRES inability to give me what I purchased.
Please lets resolve this issue by treating me like you would like to be treated as a customer.
Final Business Response /* (4000, 13, 2015/11/04) */
November 4, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response.
Mr. [redacted] still has airline credit which is valid through July 19, 2015, at which time travel must be completed. The $200.00 re-booking fee per passenger [redacted] be refunded after booking. We have further researched Mr. [redacted]'s complaint and as there were no errors made by Hotwire, we stand by our previous response and are unable to honor his request of a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/08/10) */
August 10, 2015
[redacted]
[redacted] River Road
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX and XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your car rental bookings with Hertz, scheduled for pick-up in San Antonio, Texas on July 29, 2015. We understand that you were dissatisfied with your bookings, as the total charged was higher than the estimate provided at the time of booking. We regret any concern this [redacted] have caused.
With Hotwire there are two different types of rental car rates, prepaid and standard. The reservation you made was the latter; this type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total, to be paid to the agency at the counter. As there can be additional add-ons and services that car agencies offer at the time of pick up, opting to include these extras can alter the original estimated total that Hotwire provided.
To better understand why there was a difference in your totals, we contacted Hertz directly and spoke with [redacted]. She advised us that for your reservations (listed singly) the daily rate booked with Hotwire was honored at $36.00 per day. As your reservation was for four days, the total daily charge was $144.00. The taxes for this booking totaled $37.32; additionally there was a $1.49 energy surcharge fee, and a $1.85 per day license fee ($7.40 total). There was a loss damage waiver that you opted to include at the time of pick-up for which you were billed $95.96. The loss damage waiver would explain the difference between your Hotwire estimated total and what you paid to the rental agency. With regard to the taxes and fees, Hotwire provides an estimate at the time of booking, the actual taxes and fees paid [redacted] differ slightly from the tax-recovery estimate, depending upon the rates, taxability, etc. in effect at the time of the actual use by you, the customer.
We hope this addresses any concerns you [redacted] have had regarding your rental with Hertz. If you have any additional questions or concerns, 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, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damage loss waiver you quoted was less than the actual price.
Final Business Response /* (4000, 9, 2015/08/18) */
August 18, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX & XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental bookings with Hertz, scheduled for pick-up in San Antonio, Texas on July 29, 2015. We understand that you were dissatisfied with your bookings, as the total charged was higher than the estimate provided at the time of booking, due to the cost of the optional Auto Insurance purchased. We regret any concern this [redacted] have caused.
At the time of booking Hotwire offers for your consideration Rental Car Damage Protection from our third-party provider, Allianz Global Assistance. If you choose to purchase this policy, Alliance Global Assistance will collect the funds at the time of booking for the coverage. Their rate is $9.00 per day, for the type of reservation you required.
This policy was not purchased from Allianz Global Assistance, but from Hertz at the time of the rental. Hotwire does not provide any information about the items added on at the time the car is picked up, because they vary by car partner and location. The coverage and cost should have been explained at the counter when you agreed to make that purchase.
These additional services and features are not included with your original Hotwire car reservation, and are billed directly by the car rental agency. If you did not request these services or features, I would recommend you dispute the charges directly with the car rental company. You can reach Hertz at XXX-XXX-XXXX.
Based on the information above, we are unable to honor your request for a refund.
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

April 6, 2017
&n*sp;
[redacted] <*R>18161 E Euclid Pl <*R>[redacted] CO [redacted]
&n*sp;
In response to [redacted] Complaint ID [redacted]7, [redacted] Itinerary [redacted]
&n*sp;
Dear [redacted],
&n*sp;
I am writing in response to your additional correspondence with [redacted] and the *etter *usiness *ureau regarding your hotel reservation with Extended Stay America - Denver - Tech Center – Central. I regret you remain dissatisfied with the information we provided.
&n*sp;
As previously mentioned, your refund was processed in full. Therefore, [redacted] no longer has your funds and will not process any additional refunds. It is *est for you to work this with the card provider moving forward.
&n*sp;
We appreciate your *usiness and regret your [redacted] experience was anything less than exceptional.
&n*sp;
*est regards,
&n*sp;
[redacted]
Customer Care Relations
[redacted] Corporate Office
&n*sp;

Initial Business Response /* (1000, 5, 2015/09/13) */
September 13, 2015
[redacted]
[redacted] Drive
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for opportunity to address your concerns, as sent through the Better...

Business Bureau, regarding your hotel reservation at the Holiday Inn Hotel & Suites for July 31, 2015. We understand that you were charged by Hotwire and the hotel, and you are requesting a refund. We regret any frustration this [redacted] have caused.
We have reached out to the hotel, and they are going to be issuing a full refund for your stay there. The refund typically takes 1-2 business days to get back to your financial institution. After that is it up to your financial institution as to when the funds will be available.
In addition, we have applied $25 HotDollars to your account. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and hotel reservations. Your HotDollars are valid for up to one year, expiring on September 12, 2016.
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 Business Response /* (1000, 5, 2015/08/03) */
August 3, 2015
[redacted]


[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your correspondence...

with Hotwire and the Revdex.com regarding your Hot Rate Car reservation with Hertz at the Denver International Airport. Specifically, you are stating that you dislike the solution our customer care agents had after you booked the wrong time for your reservation. As such, you are requesting Hotwire change our policy. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
One of the ways we are able to procure such great deals is by advising our rental partners that once a reservation is completed there will be no changes or cancelations made, this is why we do not offer any kind or change, exchange, or cancelation.
The customer care agent you spoke to saw that you did call in right away after you booked the wrong time, and because you had never done that before they made an exception for you. They advised you that if we made a new reservation for the correct time then we would cancel and refund the original booking and you ended up taking us up on this offer.
Please understand that you received an exception to our rules and that our policy will not change at this time. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How easy it is to blame the customer rather than your inefficient software. I inputted my times correctly. How do I know that because when I was advised by your customer rep to re book the reservation the times that I had originally input were pulled up. Not the times that your system confirmed. So Instead of blaming me for an incorrect booking have a simple policy to change the times if you cal within a certain timeframe. Your software is not perfect and I would acknowledge a mistake if I made one but to keep my money for 2 days and tie it up is ridiculous and only creates frustration and disatisfaction with YOUR BRAND. Your system made an error and I paid for it. I feel sorry for your customer service reps who have to defend an inefficient policy rather than take care of the customer. I find it condescending that I should appreciate the EXCEPTION your company gave which is to charge me twice rather than listen to what doesn't work for the customer.
Final Business Response /* (4000, 9, 2015/08/07) */
August 7, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hertz at the Denver International Airport. We understand that you are unhappy with the length of time it takes to process a refund. We regret any frustration this situation [redacted] have caused.
I am unable to see the search you processed on the day in question. I am also unaware of any other website error or complaint for the date and time in question. While we appreciate your suggestions, we have also explained the reason we do not alter times or dates, as per the agreement we have with our suppliers.
We do, however, have Car rates that would allow you to pay after you get to the location rather than up front. This would make it easier to make changes in the event of a booking error. You would be able to determine the difference on our site between these types of bookings on the left hand corner, some will have highlighted in red Hot Rate, and these are the pre-paid, nonrefundable reservations. The others would be the ones that can be cancelled at any time for any reason, as you pay for the rental car upon returning the vehicle to the rental agency.
While we issue our refunds within 1-2 days of processing, it is up to your financial institution's processing to determine when the credit will post to your account, just like any other retail purchase and return. If you have not yet received the credit for your original booking, please direct questions to your financial institution.
We regret your experience was less than exemplary. It is our hope that with the further explanation of how the Hot Rate model works, and the option to select a standard rate booking will aid you in future Hotwire bookings. 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, 2015/11/09) */
November 9, 2015
[redacted]
[redacted] Court
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

regarding you Hotwire hotel booking. We understand that you were not able to utilize your second booking as it was cancelled by Hotwire. Thus, you would like to get a refund.
After review and careful consideration, Hotwire has determined that its decision to cancel your bookings and deactivate your account were warranted. Unfortunately, your transaction falls outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your booking(s).
The credit card utilized to book these reservation was not charged. Your financial institution is holding funds for an authorization with the anticipation of Hotwire transmitting a sale which, as stated above, will not be processed. This authorization hold will expire after a few days as determined by your financial institution, and the funds will be incorporated back into your account's available credit.
Please be reminded that prior to completing your booking, you selected a box stating that you read, understood and accepted Hotwire's Terms of Use. In the Terms of Use, Hotwire specifies the following, "User access to all or part of this Site [redacted] be terminated or suspended at any time, without notice and for any reason."
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4, 2016
[redacted]
[redacted]
[redacted], [redacted]
In response to Revdex.com case number [redacted], Customer's email [redacted]
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your hotel reservation. I understand you are dissatisfied with your recent hotel reservation, specifically with its star rating. As such, you are requesting either a change of hotel or a full refund.
I attempted to locate the information referenced in your first and last name and email. I was able to pull up an account, however, I was not able to confirm the reservation you are referring to as there was no booking under it. 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 primary guest
- 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 hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

March 10, 2017
 
Br[redacted] HI [redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted]
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with The Tuscan - A Noble House Hotel. I regret you remain dissatisfied with the previous information we provided.
 
Please understand, since there were no contacts made to Hotwire, our option is to contact the hotel to confirm. The information we previously provided was the details provided by the property.
 
In addition, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we use Expedia’s rating system and only downgrade based on customer feedback.
 
I also read numerous reviews online pertaining to the property. I found the most reviews were favorable citing the hotel’s friendly staff, cleanliness, location and quality.
 
Based on the information we have, or decision to not refund your reservation remains final. For the experience, I applied 50 HotDollars to your account under [redacted]@gmail.com. One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels or any Hot Rate® cars, valid for a year.
 
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, 2015/11/15) */
November 15, 2015
[redacted]
PO BOX [redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customers email address [redacted]@yahoo.com
Dear [redacted],
Thank you for the opportunity to address your concerns as...

sent through Hotwire and the Revdex.com regarding your HotDollar credit. I understand you are dissatisfied as you were trying to apply the HotDollars on your booking but it was unsuccessful. You contacted our Customer Care, but the representative failed to use the credit on your reservation.
I apologize for any treatment that was anything less than exceptional when speaking with our Customer Care Team. I 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.

I regret the frustration and inconvenience this situation created, and appreciate you took the time to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
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, 6, 2015/10/21) */
October 21, 2015
[redacted]
XXXXX [redacted] Drive
[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 reservation with Country Hearth Inns & Suites in Kentucky. I understand your dissatisfaction stems from the condition of the hotel and star rating. Thus, you requested a full refund and a hotel block.
We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel.
At Hotwire, regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for additional support.
After reviewing your account, I confirmed that you contacted us during your stay to raise your concerns. One of our representatives attempted to verify the situation by calling the property. However, the opportunity to address the situation was denied as you felt that would not solve the situation. Please understand that without verification from the hotel, our options are very limited. I contacted the hotel frontdesk, and talked to Becky. She said that you completed your stay and there were no complaints brought to their attention.
Based on the information above, I am unable to provide your request for a full refund. Also, the option to block a specific hotel is no longer available, as we are currently updating programs to best suit our valued customers. Alternatively in the future, we strongly suggest that you choose a higher star rating when booking a hotel in the same area to avoid receiving this hotel.
We apologize for the inconvenience this has caused you. Our goal is to exceed your expectations and 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

August 1, 2017
 
[redacted] 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted]
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate® car reservation with [redacted] I regret you remain dissatisfied with the previous information we provided.
 
As previously mentioned, the trip insurance offered on our Web Site which is provided by Allianz Global Assistance is optional. Before you agreed to purchase the protection, a link to the full Terms of Use was provided.
 
Before confirming to the reservation, a message that by clicking “Book Now” button you are accepting the Terms and Conditions of the products you are about to purchase.
 
At this time, we remain confident our business model is meeting the needs of our company’s goals. We do place great value on your feedback and will be sure to keep your comments on file.
 
Our decision to not honor your request remains final.
 
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:
[redacted] did not accept the Hotwire reservation - the reservation was not received by the hotel prior to my arrival as the individual responsible for online reservations had left for the day on January 6, prior to my reservation and arrival.    [redacted] has not received payment from Hotwire.  [redacted] refuses contact with the hotel manager [redacted], who has been trying to contact [redacted] via [redacted] through which the reservation was made.  The manager's email to [redacted] states:
No Obstante le confirmo que no hemos recibido ningún pago pues como ustedes saben nosotros autorizamos un crédito con ustedes y es por esto que se reciben pagos adelantados. Por otro lado por favor pude indicarnos que le van a reintegrar el dinero al cliente, ya que nos urge brindarle una respuesta al mismo.
Because [redacted] has refused contact from their hotel partner they are committed to the mistake that the hotel employee made and refuses to receive a correction from hotel management.  I have been told I can request reimbursement from the hotel, however, [redacted] has not received payment from [redacted] as the reservation was not accepted.  Hotwire refuses communication with both parties and an intermediary between hotel and guest, has not released funds to either party.
I believe that both parties' use of ESL employees has led to these simple miscommunications.
[redacted] has no system for contesting this decision.  
A simple review of the [redacted] social media page shows their pattern of deceit and inability to deliver on customer promises, meaning, I am required to adhere to their terms of service, but this does not include their policies on overbooking, hotel requirement for overbooking or client requirement for overbooking.  Only after the situation arises are their policies disclosed to the consumer who has no recourse at that time.
 
Sincerely,[redacted]

July 26, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding...

your reservation with Ramada Airport and Convention Center. I understand you are dissatisfied for not receiving one of the hotels listed as examples at the time of booking.
 
Upon review, we confirmed that your reservation was refunded on July 25, 2017. Please be reminded, refunds may take one to two business days and is up to your financial institution as to when the funds is available for use.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

March 22, 2016[redacted]In 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 reservation with [redacted] rental car. I...

understand you are dissatisfied with your recent car reservation as you were billed twice as much than what was quoted for taxes and fees. As such, you are requesting reimbursement of the difference between the quoted rate and the actual charge you received.Hotwire services two types of car rental reservations: Hotwire Hot Rates(r) and Cars. With Cars you are only reserving the vehicle on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Cars can be cancelled at any time without penalty. Our Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundable. I confirmed the type of rental you booked is a Car.Please understand, the total estimated cost for our Car rentals include the indicated rental rate multiplied by the number of days in the reservation, plus an additional amount for the estimated taxes and fees. We are not the vendor collecting and remitting the said tax to the local taxing authorities. The rental agency provides us an estimated amount and collects the tax directly from you. Taxability and the appropriate tax rate vary greatly by location. As such, the actual tax cost paid to the agency may vary from the estimated amount we assessed to you; depending upon the rates, taxability, etc. in effect at the time of the actual use of the rental car.I can assure you it is not Hotwire's intention to mislead its customers. Rather, we strive for clarity during the booking process. The following information is made available in the Hotwire Terms of Use to ensure our customers fully understand the Terms and Conditions of the booking:-Hotwire calculates estimated charges based on the rental agency's published rates, taxes and fees.-Actual rental charges are billed by the agency upon the renter's return of the car usually at time of drop off. -Reservations of Cars may be cancelled at any time without penalty.Based on the information provided above, I am unable to honor your refund request.We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 8, 2016/01/03) */
January 3, 2016
[redacted]
[redacted]
[redacted] CO XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted]@hotmail.com
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 Hotwire booking. Your dissatisfaction stems from savings and the hotel you received. As such, you requested 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 may 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 Consumer Rebuttal /* (3000, 10, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our hotwire itinerary number is XXXXXXXXXX under [redacted] and email [redacted]@gmail.com
Final Business Response /* (4000, 12, 2016/01/22) */
January 22, 2016
[redacted]
[redacted]
[redacted] CO XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate(r) Hotel under Clarion Inn & Conference Center. I understand that you are dissatisfied with your recent hotel reservation, specifically with the discount that you received. In addition, you find the condition of the hotel and room unacceptable. As such, you are asking for a full refund.
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. Allow me to further clarify. If we are 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 represents the retail rate falling in the middle of the list. However, we choose not to disclose the sites we calculate these savings from. I apologize for any confusion.
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 with them. Our Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within 24 hours of booking, contingent the claim is from a source outside of Hotwire.com.
Regardless of a hotel's star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at [redacted] (XXX-XXXX) for further review.
Please be assured, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. The intention of listing the last hotel received, is to provide our consumers with an idea of the quality of hotel they may receive.
On the page where you find the last hotel booked information we also share, general hotel brand examples for a specific star rating. In specific, we state the following:
Hotels in our 3-star collection are Hilton Garden Inn, Four points by Sheraton, Crowne plaza, Radisson. Hotels don't want to advertise prices this low. You'll get the hotel name after you book, so the hotel keeps its good image. (These hotels are examples, not a guarantee.)
To further investigate your complaint, I contacted the hotel and spoke with the front desk, [redacted]. She confirmed that you contacted them to share your feedback about the room during your stay.
Based on the gathered information, I feel the $25 HotDollar credit is adequate to your situation and am unable to provide a refund of the credit.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 14, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My main complaint was with the star rating of the hotel. When we booked a 3 star hotel on your site we felt the price was fair but after seeing the hotel we realized we had been scammed. I do not accept your $25 credit because we will never use it because we will never use Hotwire again. A $25 cash refund would be more appropriate.

August 24, 2017
 
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
 
Re: Hotwire Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Ms. [redacted]. We regret to hear that Ms. [redacted] did not accept our response.
The deadline to submit a claim is 24-hours after booking. We received Ms. [redacted] request on August 1, 2017. Regrettably, Ms. [redacted] requested the price match days after booking and did not meet the 24-hour deadline. As a result, her request was denied.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Corporate Correspondence Team