Hotwire

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, 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.

Initial Business Response /* (1000, 5, 2015/09/21) */
September 21, 2015
[redacted] St
[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 Hotel reservation at the Viceroy New York. Specifically, you are stating that Hotwire is not providing you with as much detail on the taxes and fees as you would like. As such you are requesting that we provide you with a full refund totaling $1,003.47. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
During the booking process you were advised that the rate for the hotel was $387.00 per night for two nights for a pretax total of $774.00. You were also advised that the tax recovery charges and fees came to $229.47 for a total of $1,003.47. On our website we state that "The taxes are tax recovery charges Hotwire pays to its vendors (e.g. hotels)" and that "We retain our service fees as compensation in servicing your travel reservation."
It is also made clear in our Terms of Use that "All bookings are final. No refunds, changes or transfers" will be provided.
Knowing the above information please understand that we have provided you with itinerary information that is as detailed as you will receive, including the information on your tax recovery charges and fees; as such we will not provide you with a refund. 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, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is totally unacceptable. I have the right to a complete breakdown of all charges. At this point, I do not even have a reservation with this hotel, since the reservation number I was sent from Hot Wire is not valid with the Hotel. I contacted them and they do not have record of my reservation. I have contacted Hot Wire 3 times via phone and have requested a valid reservation number 10 times via email, with NO RESULTS! I cannot travel to New York without a CONFIRMED HOTEL. My credit card has been charged and I still have no response from Hot Wire with a valid reservation.

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]

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

June 14, 2017   [redacted], ON [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 recent hotel reservation with Days Inn - Downtown Ottawa. I regret you remain dissatisfied with the previous response we provided.   As previously mentioned this is not typical when booking with Hotwire. In cases the hotel could not accommodate our customers, I can assure you, we do our best to provide a satisfactory alternate options for them.   Hotwire is able to find alternate hotel for our guest that corresponds with the availability at the time of the event.   I understand you were provided with two extra beds in the room that is only suitable for 2 guests. We sincerely apologize that your experience was less than ideal.   Based on your situation, we are still unable to honor your full refund request since your hotel reservation was fully utilized.   In addition to the 25 HotDollars applied to your account, we are applying another 25 HotDollars. One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels, or any Hot Rate® car reservations, valid for a year.   Again, we would like to reimburse the amount you paid for the extra beds. You may send us the receipt for review. Kindly send it to [redacted] as an e-mail attachment.   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 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, 2015/11/15) */
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

August 30, 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 Extended Stay America - Merrillville - US Rte. 30. I understand you are requesting a refund of your hotel reservation as the hotel did not honor your accommodation due to late check-in.
 
Please be advised, we honored your refund request in the amount of $64.73. Refunds may take one to two business days and is up to your financial institution as to when the funds will be available for use.
 
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 /* (2000, 6, 2015/12/22) */
Case can now be closed. After filing this complaint with the Revdex.com, Hotwire.com quickly issued the refund on 12/16/15. Thank you Revdex.com for your involvement!

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
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[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],
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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.
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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.
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We appreciate your *usiness and regret your [redacted] experience was anything less than exceptional.
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*est regards,
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[redacted]
Customer Care Relations
[redacted] Corporate Office
&n*sp;

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, 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

May 23, 2017   Crystal L Brooks 1710 Galleria Club Lane Apt. 104 [redacted], NC [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 [redacted] Express Inn Athens. I understand you are dissatisfied from not receiving any response from Hotwire after sending the documents we requested.   Our records indicate you booked a Hotwire Hot Rate® hotel reservation. In Hot Rate® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate® reservations are non-cancellable and non-refundable.   Nevertheless, we do understand some events are beyond the customer’s control and allow refunds under extenuating circumstances but we do require specific documentation.   I understand you indicated that you already sent the documentation we requested. However, according to our records, no documents have been received.   Moving forward, in order for us to review your situation further, kindly send the proper documentation. Once again, we need either a dated obituary that lists the surviving family members along with a document that can confirm the relationship of the guest to the deceased, or a certified copy of the death certificate. Please send the requested documents to [redacted]. Once received, it will take 7-10 business days to review for a possible refund. You will be notified via email regarding the outcome of our review. 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, 2015/11/09) */
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

Complaint Department
 
 
Re: Hotwire Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from Wail Abdelrahim.  We regret to hear [redacted] did not accept our response and/or resolution offered.
 
As previously advised, on October 10, 2016. Hotwire contacted the hotel; they advised they refunded the customer for the last night in the amount of $38.14.
 
Since the customer is stating they have not received the refund from the hotel. The customer must contact the hotel directly as this was a pay later hotel reservation.
 
 
[redacted] Canton was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Hotwire.
 
 
Hotwire cannot process the refund.
 
 
Hotwire request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
[redacted]
Tier 3 Customer Service

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

Initial Business Response /* (1000, 5, 2015/09/13) */
September 13, 2015
[redacted]
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 Wyndham Baltimore Mt. Vernon. We understand you booked a reservation for two adults and two children, and on arrival were assigned a room with one bed. As such you will like us to refund your reservation in full. We regret any inconvenience this [redacted] have caused.
Here at Hotwire we do guarantee that the room will sleep the number of guests that are booked. We verified that you booked for two adults and two children, but the hotel wasn't able to accommodate to the number of people due to an availability issue. We have reviewed the situation and found that our agents did their best to provide a resolution. When you contacted Hotwire a full refund was offered, with the alternative being to keep the room offered with the addition of two rollaway beds to the room at no charge, and free breakfast for your family. You accepted the rollaway beds and free breakfast and requested further compensation. 25 Hotwire HotDollars were offered and accepted as additional compensation for the issue.
Based on the above information, we are unable to honor your request for a full refund.
At Hotwire, we guarantee our partners the reservations will be used as they were originally booked. Once a reservation is booked on our site, the confirmation information and our payment details are sent directly to the hotel. Because we guarantee payment and that the booking will be used as is, we are able to offer our customers great rates.
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, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have stated previously that my family DID NOT accept the offer of free roll-away beds, free breakfast, and $25.00 Hot Dollars. We, in good faith, believed we had negotiated with Hotwire to common ground where Hotwire would assume the total cost of the stay, since WE DID NOT RECEIVE THE ACCOMMODATIONS WE PAID FOR. If the internal investigation leads Ms. Ferguson to believe we accepted such an offer, than I believe terms were miscommunicated to me over the phone on the afternoon of August 15. The issue at hand now seems to be poor communication.
I have been astonished at the customer service provided by Hotwire at every turn of this process. We are arguing over $117.21. I have a trip planned in mid-October, and for the first time in 4+ years, I reserved a hotel without using Hotwire. As a result, Hotwire stands to lose a lot more in this "negotiation" than I as time wears on.
The Revdex.com has requested I submit a middle ground offer. Although I do not believe it to be fair, I would like to offer that I assume 50% of the cost of my room on August 15, and Hotwire assumes the other 50%. This offer would equate to a $58.61 refund being paid. As stated before, I make this offer reluctantly. However, it seems appropriate seeing as how I only received 50% of the beds that I originally paid for when planning this trip.
Final Business Response /* (4000, 9, 2015/10/14) */
October 14, 2015
[redacted]
56 Windmill Lane
Stuarts Draft, VA XXXXX
In response to the 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 hotel with Wyndham Baltimore Mt. Vernon. I understand that you recall being promised a refund by one of our representatives. As such, you are requesting for the refund.
I apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team and I can assure you we have identified the agent you spoke with, and confirmed that the refund was only promised to be provided if you chose to check-out of your hotel property. Furthermore, I verified with Juanetta, from the hotel, that the room was fully utilized. Therefore, along with the information provided by [redacted], you opted to keep the room for your family.
We sincerely apologize for the inconvenience this has caused you. With Hotwire, we guarantee that the number of guests will be accommodated. If the hotel will not be able to accommodate the guests on the booking due to availability issues, then we make sure to provide our best resolution. As previously reviewed, Hotwire and the hotel property accordingly provided 2 rollaway beds and free breakfast along with 25 Hotdollars for the inconvenience.
Therefore, we determined that our decision will remain final. We feel that we have provided sufficient amount of compensation regarding this matter.
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