Hotwire

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!

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

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

the Revdex.com, regarding your booking with the Hotel Mela Times Square in New York City, New York, on July 31, 2015. We understand that these are not the dates that you intended to book, and are asking to cancel this reservation for a full refund. We regret any inconvenience this situation [redacted] have caused.
At Hotwire, we are committed to getting you the best deals possible. A review of this reservation shows that it was confirmed for the dates requested at the time of the search, July 31-August 1, 2015. Because of the extremely low rates offered by our supply partners, refunds, exchanges, transfers or changes are not available on most reservations. As part of the booking process, you are asked to confirm you have read and agree to the Terms of Use and Travel Product Rules and Restrictions, which state all bookings are final with no refunds, changes or transfers.
Once a reservation is confirmed on our Web site, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking. You reached out to our customer service department on July 31, and the representative offered to book the correct dates, and with a completed booking, extend a courtesy cancellation as an exception to our Terms of Use. You declined this offer, and the booking was left as confirmed.
Because of the above information, Hotwire will not be issuing a refund for this reservation.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/09/13) */
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

Initial Business Response /* (1000, 6, 2015/06/11) */
June 11, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXX
Dear: Ms. [redacted]:
Thank you for the opportunity to address your concerns sent through the Better Business...

Bureau, regarding your reservation with the Holiday Inn Express Hotel & Suites. You are stating that this hotel star-rating is not 3 stars as advertised; as such, you are requesting that we adjust the rate that was billed for this hotel. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
We would like to clarify how the star-ratings are assigned. Please understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by source. Our customers play a very large part of the star-rating determination. To determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customers. Our customers provide Hotwire with over half a million hotel reviews every year. If the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the rating. If a large percentage of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's rating. We assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis.
This Hot Rate listing has been reviewed and we have confirmed that this is a 3 star property as advertised after taking customer feedback into account. Based upon the preceding information, we will not be providing you with any compensation for this reservation. We appreciate your business and regret your Hotwire experience was anything less than exceptional. We 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, 8, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr. [redacted]:
You sent me the same email that the other two associates sent me, which does not explain the situation at hand. I find that the excuse that there isn't a standard hotel rating to be inexcusable. Would I be able to book a Ritz Carlton Hotel for the price of your 3 star rating, based on customer's complaints about the hotel?! I highly doubt it. Customer ratings are subjective which is why your site shows different ratings based on customer's experience and customer recommendations.
My complaint is that your secret hotel rate has the hotel in your 2.5 star collection for the Downtown Chattanooga, but after I booked a 3 star hotel category I'm given something out of the 2.5 star collection. My decision to book a 3 star category was based on the selection of hotels listed in that collection. Perhaps, a solution would be to exclude the "hotels in collection" from the secret hotel rate since Hotwire choose when it's going to abide by the list.
Additionally, the price I paid for the hotel during June 3rd - June 5th was $234.10, this was after subtracting the mobile app promo code of $25. For the exact same room, HIE was charging $119 for that same period on its site, which was $278.94. Where's the 42% savings that was advertised on your site for a 3 star?
Here is what the other sites, including Expedia, have as a rating:
Expedia.com - 2.5
Priceline.com - 2.5
Bookit.com - 2.5
Hotels.com - 2.5
Prior to the next response from Hotwire, please look at the images from YOUR site.
Thank you for reviewing the information
Final Business Response /* (4000, 19, 2015/08/18) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Revdex.com:

Thank you for allowing us to respond to Ms. [redacted]'s complaint. As stated in her letter she still does not agree with our star rating, as she has found lower ratings on other sites. As well as disagrees with the amount of savings she received. We regret any frustration this has caused.
We reviewed the documents that Ms. [redacted] submitted. Hotwire.com does not list the Holiday Inn Express & Suites Downtown Chattanooga as a 2.5 star hotel. The screen shot Ms. [redacted] provided from our website shows a search for a hot rate hotel. Since the name of hot rate hotels are not revealed until after booking is final, we provide examples of some of the most recognizable brands in each category. Holiday Inn Express can be listed as an example for 2.5 stars in any city you search. As you can see it states "These hotels are examples, not guarantees". As we have stated, star ratings apply to each individual property, it is not applied brand-wide.
We would like to reiterate that star ratings can be calculated differently by all websites. On Hotwire.com, the only website's star rating we take into consideration is Expedia's (our parent company), which is a 2.5 star. We then leave it up to our customers who have actually booked the hotel through us. They receive a post stay survey, and based on these surveys, star ratings [redacted] increase or decrease. Here is the feedback we have received from our customers for the Holiday Inn Express & Suites Downtown Chattanooga that made it a 3.0 star:
Customers who agree with the rating: 86.7%
Customer who recommend the hotel: 85.7%
(Scoring from 1 to 5, with 1 being the worst)
Condition of hotel score: 4.2
Room cleanliness score: 4.2
Quality of service score: 4.3
In regards to the amount of savings, we also previously stated that this is based off a median rate, not the actual hotel itself. This is how the percentage off, and the crossed out rate are calculated. This information is displayed well before the booking is completed.
Based on the above we will not be providing a refund or compensation. We hope this helps to clarify any of Ms. [redacted]'s questions. If we can be of further assistance, please do not hesitate to contact us. We have 24 hour customer care available at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 21, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is my last reply via Revdex.com. I am in the process of forwarding my complaint to the Attorney General's Office.
The issue I have is that I purchased a hot rate hotel in the 3.0 star collection based on the examples listed on Hotwire's site. "These hotels are examples, not guarantees", doesn't imply that Hotwire will take a hotel from the 2.5 star collection and pass ** off as a 3.0 star. However, it does imply that the consumer [redacted] not get the brand shown, but something similar in that same hotel class. Secondly, hotel class and customers' reviews are two different things. Customer reviews are subjective, so it's unfair to the consumer to add a star to the hotel. Previously, I listed 6 sites that have it as a 2.5 star hotel. Hotwire is the only company merging the hotel class and customer reviews.

June 9, 2016
 
[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 hotel reservation with The Madison Inn by Riversage. I regret you remain dissatisfied with the previous information we provided. I understand you feel that this hotel is falsely advertised on Hotwire website. As such, you requested a refund
 
As previously mentioned, regardless of star rating, customer can expect a clean room in working order. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, we recommend contacting Hotwire Customer Care at [redacted]) for further review.
 
To better understand your concerns, I further researched the property. In fact, I found most reviews are excellent pertaining to the hotel’s friendly staff, cleanliness, location and quality.
 
As previously mentioned, we are confident the hotel is an accurate reflection of a 3.0 star rating property.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]7, and find that this resolution is satisfactory to me. Sincerely, [redacted]

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 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

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

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

Complaint: [redacted]I am rejecting this response because:
 
Yeah, keep the money.  I'll just never use you again, and I'll make sure you loose way more in business and reputation.  I'm posting my experience  everywhere...very easy with cut and paste.

May 31, 2016   [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® Hotel reservation with [redacted] New Orleans. I regret you remain dissatisfied with our response. As such, you are requesting a refund.   As previously mentioned, regardless of the star rating, customer should expect a clean room in working order, and if there is a quality concern with the hotel, we first want our partners to have an opportunity to rectify the issue on their end. In the event they are not able to resolve the matter, we then recommend contacting us for review.   After further investigation, I confirmed that the room was fully utilized and no contact has been made during your stay. Based on the above information, our decision has not swayed, I am unable to honor your refund request.   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

Initial Business Response /* (1000, 6, 2015/05/28) */
[redacted] 28, 2015
[redacted]
[redacted] Street, [redacted]
[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 booking with the Crowne Plaza Times Square Manhattan. We understand that your complaint stems from the amount paid to Hotwire for the tax recovery charges and fees. We regret any concern this issue [redacted] have caused.
At Hotwire, we are confident that our rates are the lowest, and this is backed by our Low Price Guarantee. Within 24 hours of booking, if you find a lower rate for an identical booking, including all taxes and fees, we will pay you the difference between the rates. You have mentioned that you found a lower rate on another travel site; however, as this rate was not found within 24 hours of booking, this instance does not qualify for a refund.
Hotwire is a business, and all travel companies must charge fees in order to operate their business. We do not hide this information, tax recovery charges and fees are clearly displayed prior to completing the reservation, and you agreed to this at the time of booking. We are not able to adjust these fees. At Hotwire, we obtain our deeply discounted hot rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not. For this reason, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred.
In consideration of the above information, your reservation with the Crowne Plaza Times Square Manhattan stands as originally booked.
We strive to exceed our customers' expectations, and we regret that your 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, 8, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What Hotwire is saying is not true. First, My complaint has nothing to do with taxes or Hotwire fees, they are Hotel fees charged through Hotwire so that they can offer what is a misleading lower rate, it is not. Second, before booking I was told there would be fees, but I was never told they would be US$54.00 dollars, as opposed to 14.95 which are the additional fees charged by booking.com. If you add the 54 dollars to the secret rate, plus everything else, an advertised rate of 240 dollars ended up being almost 350 dollars a night, much higher than the "not secret" rate available by Booking.com and others, where I get to choose the exact hotel I please. I was lured into doing business with Hotwire with a low base price but ended up paying a much higher price through Hotel fees that others dont charge. I feel ripped off. Hotel fees should clearly be totaled prior to booking a "secret rate hotel", they were not detailed until AFTER I booked. This is a very dubious and deceiving sales practice, and their response, which is the same as the ones I got when I contacted them directly, is also misleading and untrue. I reserve my rights to pursue this with others. I do not accept their response.
Final Business Response /* (4000, 10, 2015/06/11) */
June 11, 2015
[redacted]
[redacted] Street, [redacted]
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX and 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 Crowne Plaza Times Square Manhattan. As stated in your letter, your dissatisfaction remains due to the amount paid to Hotwire for the tax recovery charges and fees for your reservation. We regret frustration this issue [redacted] have caused.
Hotwire is a business, and all travel companies must charge fees in order to operate their business. Prior to completing a reservation on the Hotwire site, customers are provided with a total amount due for the reservation, with the daily rate and the tax recovery charges and fees listed separately above this total. These charges must be agreed to in order to in order to complete a booking.
After review our decision remains, your reservation with the Crowne Plaza Times Square Manhattan stands as originally booked.
We appreciate your continued 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 Express customer care at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (2000, 19, 2015/07/15) */
I recently came back from my trip. On the Hotwire reservation confirmation it was clearly stated that the Hotel would charge an additional sum for Internet and other fees, and clearly stated that I wouldmhave to pay these fees directly to the hotel, fees that were not being charged by other sites. However, the Hotel did NOT charge these fees during my stay, thus what I ended up paying is what I expected to pay when making the reservation.
Though I was not happy at all with how Hotwire dealt with my case both when I contacted them directly and through the Revdex.com, fortunately, the excess fees were not charged. The problem arose from a lack of clarity in the reservation conditions revealed after making the blind reservation.
But, in conclusion, since the fees were not charged I have to consider the complaint resolved.

June 23, 2017
 
[redacted]
 
In response to Revdex.com Complaint [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot...

Rate® hotel reservation with [redacted]. I understand you are dissatisfied with your recent booking as the pet fee was not disclose at the time of booking. As such, you are requesting a refund of the pet fee.
 
Our records indicate that you booked a Hot Rate® hotel. In Hot Rate® bookings, the general vicinity, star rating, and price of the hotel is revealed to the customer, but the specific property is not revealed until after booking is completed. Through this method, Hotwire is able to offer deeply discounted rates to our customers. In exchange, we guarantee to the hotels with which we do business that the reservations we make will be used as booked. For this reason, Hot Rate bookings are non-changeable and non-cancellable.At Hotwire, we strive for clarity during the booking process. On the final billing page, we present a bulleted list of Hotel Rules and Restrictions. Within those restrictions the following statement is provided:           “You'll pay the hotel directly for additional charges, like room service or resort fees.”Please be advised, the statement above does not limit to room service or resort fees as those we’re just an examples of fees that the hotel may charge their customers at the time of check-in.
 
Additionally, our Hot Rate® hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as pet fees, parking services and any associated fees. This would break our agreement with our partners to keep them anonymous until the booking is completed. On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use.Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,
[redacted]Customer Care RelationsHotwire Corporate Office

Thank you, they refunded my money yesterday and the credit is currently pending on my credit card so I am hoping it all goes through properly.     [redacted]

April 22, 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 Hollywood [redacted]. I understand you are dissatisfied with your hotel reservation. As indicated in your letter, the recommendation percent advertised at the time of booking was different on the recommendation percent of the same hotel on our website. As such, you requested a refund.   Our records indicate that your reservation was a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.   The recommend percentage for Hot Rate® and retail hotel bookings can be different as the experience, starting with the booking process all the way through to the rate paid for the room, is different. The recommended percentage data we provided at the time of booking was the data available for travelers who stayed at this hotel via the Hot Rate® booking option.   Regardless of a hotel's recommendation, allow me to assure you Hotwire regards cleanliness in its utmost importance. You should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you arrive at the hotel and there are concerns with your stay the hotel staff is unable to resolve, please contact Hotwire Customer Care at [redacted] for further review.   Based on the information 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 Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking at the Four Points by Sheraton for check-in August 7, and check-out August X XXXX. We understand that you were promised an outdoor pool by the agent that assisted you in making this reservation, however when you arrived at the hotel they didn't have an outdoor pool. We regret any frustration this [redacted] have caused.
We have reviewed the account and can verify that you spoke to one of our agents on August 8, and they were able to resolve the issue. A full refund was processed in the amount of $82.34. $20.01 HotDollars were refunded back to your Hotwire account and the remaining balance was refunded back to the card that was used for the booking.
Please keep in mind for future bookings the pool(s) amenity means this hotel offers at least one pool but we cannot guarantee what type of pool it is going to be when booking a Hot Rate. If an outdoor pool is needed, we would recommend booking our Standard Rate hotels. With these rates you are able to choose the hotel of your choice and confirm if the hotel have an outdoor pool before booking the reservation.
We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellent. We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18, 2015
[redacted]
[redacted] W. [redacted] St apt# *
[redacted] XXXXX
Re: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear [redacted]
Thank you for the opportunity to address your concerns as...

sent through the Revdex.com, regarding your booking at the Clarion Hotel Conference Center-South for check-in August 7, and check-out August 9, 2015 in Lexington, Kentucky. We understand that you were provided incorrect information regarding the location of this hotel. As such you are requesting a refund. We apologized for any inconvenience this [redacted] have caused.
We have done further investigation on your account; we did not find any record of your call before booking this reservation confirming the location of the hotel you were trying to book. We checked and can verify that this reservation was searched for and booked using the mobile app; it wasn't booked by one of our agents. The Lexington Southeast area was selected, each area is shaded in green to give you an idea of the location of the hotel. With our Hot Rates we guarantee the hotel can be anywhere within the map area that you booked, and this hotel is in the mapped area that you were provided.
I can confirm that you spoke to multiple agents regarding this booking and were advised of the same information. Knowing that not everyone is willing to risk not knowing where they are staying, we also offer hotel bookings that allow you to view their names beforehand. With those selections, you are able to choose the hotel of your choice and know exactly where the hotel is before you book it. Susan offered a courtesy to rebook you with a Standard Rate, but you wanted to be within 1 mile proximity from the address you provided; which wasn't available. We also verified that two people from our corporate office did return your call, and let you know that our decision will be final.
At Hotwire We obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above we won't be honoring your request for a refund.
We regret that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because once again the area was misrepresented by their AGENT...regardless as to whether I booked the travel or not. Also, the site that they claim they have that shows where the hotels are was never explained to me by their Agent! I will be sending my complaint to Hotwire's President.
Final Business Response /* (4000, 9, 2015/08/31) */
August 31, 2015
[redacted]
[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 reservation at the Clarion Hotel Conference Center checking in August 7, 2015. We understand that you are requesting a refund due to information that you claim was provided to you prior to completing your booking and will be sending your complaint to Hotwire's president. We regret any frustration this [redacted] have caused.
We have not been able to confirm that you spoke with an agent prior to completing this booking. When making a booking with Hotwire, a shaded map of the area is provided for you to see where your hotel will be. We are able to confirm that your hotel was in the shaded mapped area.
After some additional research, we have been able to confirm that we received your complaint sent to our president. We can also confirm that a member of our Corporate Customer Relations Team has already contacted you on his behalf.
Based upon the above information, our decision remains the same; we will not be honoring your request for a refund. We regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travels needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 6, 2015/07/17) */
July 17, 2015
[redacted]
[redacted] Way
[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 hotel reservation with the Hilton Head Island Beach & Tennis Resort for June 25, 2015. We understand that you are requesting a refund of $467.82, which was paid for the new hotel, due to the conditions of the original hotel and having to pay for a new hotel. We apologize for any frustration this [redacted] have caused.
At Hotwire, we expect our customers will have a clean and safe 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 1-866-HOTWIRE (XXX-XXXX) for further review.
We noticed that you had contacted us the same day you checked in and were assisted in getting you into a new hotel, due to that hotel not having another room available. We apologize that the room didn't live up to the conditions we expect from our hotel partners. In this case Hotwire covered the difference for the new hotel, which is not something that we would normally do in these situations.
After researching this situation, we see that you were refunded $497.82 for the original room on June 26, 2015. Please be aware that it can take 1-2 business days for the refund to get back to your financial institution. After that, it is up to your financial institution as to when the funds will be available.
Based upon the previous information, we will not be honoring your request for a refund for the new hotel you were booked into. 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