Hotwire

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, 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

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

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

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

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]

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

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.

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

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

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

April 13, 2018Revdex.com San Francisco Bay Area and Northern Coastal California Complaint DepartmentRE: Hotwire Case [redacted]Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel. We understand [redacted] is requesting a refund and an apology.Our records show that [redacted], or a person authorized by [redacted], booked via the Hotwire website on February 24, 2018 for an Executive Suite, for two adults and two children, for three nights with the Larkspur Landing South San Francisco - An All-Suite Hotel, checking in on March 23, 2018, at an estimated cost of $723.47 to be billed directly by the hotel.At the time of booking the hotels policy was provided. It was also emailed on an email confirmation to the email address provided, and states: Cancellations and changes  If you cancel or change your plans, please cancel your reservation in accordance with the property's cancellation policies to avoid a no-show charge. Cancellations or changes made after 4:00pm (Pacific Daylight Time (US & Canada); [redacted]) on Mar 22, 2018 or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees.Later the same day, the reservation was modified by [redacted], or a person authorized by [redacted] via the Hotwire mobile site, without changing the suite type or hotel, and the reservation remained for three nights, but the check in night was changed from March 23, 2018, to March 24, 2018.The new cancelation policy provided was identical, except for our customer having until 4:00pm (Pacific Daylight Time (US & Canada); [redacted]) on Mar 23, 2018 to make changes without a one-night penalty. This change of reservation and the new cancelation policy was sent in an email confirmation to the email address provided.Our customer contacted us advising that the reservation had been canceled online prior to March 23, 2018. We reached out to the hotel to advocate for our customer. We have this contact completed just after midnight at 12:47 AM, and we set follow up to take place during the day with the hotel.Our customer contacted us multiple times. However, our first email going out to our customer was to advise of the result of our continued follow up with the hotel from the call that was received late March 24th, or early March 25th. It advised that we contacted the hotel and we were advised the hotel was unable to allow a refund.We received a reply to that email with three screen shots from a mobile phone, and a request for Hotwire to reimburse the penalty incurred with the hotel. One screenshot showed a reservation for three nights, checking in on March 23rd as canceled, another showed a reservation for three nights, checking in on March 22nd as canceled, and the last one showed a reservation for three nights, checking in on March 24th as booked and confirmed. The only information showing was the hotel property name, dates of the stay, and the status.As advised previously for the itinerary in question, it had been booked as three nights checking in on March 23rd, which was canceled and replaced by a reservation for three nights checking in on March 24th. That reservation for three nights, checking in on March 24th we have confirmed was not canceled on this itinerary. As such, our records match with two of the three screenshots provided. Regarding the third screenshot, this itinerary never had a booking that matched check in on March 22nd, and any information on additional itineraries wasn’t reviewed for this inquiry. During a later call in request for Hotwire to reimburse the penalty fee charged by the hotel, we sent an email to our customer to allow screenshots to be sent that would include the full itinerary details. We received the reply stating that the itinerary was showing confirmed, not canceled, and no further screenshots were provided.We regret that [redacted] was charged a penalty by the hotel property for a reservation that she did not find useful. However, as Hotwire provided all the detail needed to understand the penalty, and how and when it would apply, hotwire will not be able to reimburse fees incurred due to the normal cancelation policy, which was accepted at the time of booking.  We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Corporate Customer Service

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

April 1, 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 Days Inn Hotel and [redacted]. I understand you are dissatisfied because of not being able to cancel your booking. 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.
 
I understand that your plans may change and that is why we strive for clarity during the booking process. On the final billing page which is the same page you enter you billing information, we present a bulleted list of our Hotwire’s Rule and Restrictions and Terms and Conditions. Within those restrictions the following statement is provided:
 
“All bookings are final. (No refunds, no changes)”
 
Based on that information, we are 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

(The consumer indicated he/she DID NOT accept the response from the business.)I rented a car at the Ft. Lauderdale airport based on Hotwire's publicly posted non-estimated rental rate provided by Hotwire of $21.21 per day (no "estimated" qualifier): Seven * 21.21=$148.47 (for Ft Lauderdale Airport pick-up). Yet, [redacted] charged me $160.20; in addition, Hotwire's estimated taxes and fees were $34.29; while the actual standard [redacted] taxes and fees were $86.So: $86 is almost triple Hotwire's estimate for [redacted] taxes and fees.Hotwire must do hundreds of deals with [redacted] every week at Ft Lauderdale Airport, so Hotwire should provide me an explanation for why Hotwire's estimated taxes and fees were close to only one-third of what [redacted] charged me. It doesn't help to say I could have cancelled without penalty (as Hotwire claims), because I wasn't able to see [redacted] charges until I was standing at the agency's desk and saw nothing but long lines at all of the other airport car rental agencies (including their own), and I had appointments to make).

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

Initial Business Response /* (1000, 5, 2015/10/21) */
October 20, 2015
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com regarding your reservation with Crowne Plaza Indianapolis in Indiana. I understand you are dissatisfied with your recent booking as it does not include free breakfast. As such, you requested a refund.
When Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishment. Customers can then choose the amenities to be included that best suit their needs, such as Free Breakfast, Free Parking and Free Internet. With those amenity listed, it [redacted] be closed for the season or for renovation, though we try to show what's currently available.
Upon reviewing your Hotwire account, I confirmed Free Parking, Free Internet, Smoke-free rooms, Pool, Airport shuttle, Fitness Center, Restaurant, Business Center, Self-Service laundry were the only amenities listed at the time you booked. Per Hotwire Terms of Use, all Hotrate bookings are non-changeable, non-transferrable and non-refundable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
After further review, one of our representatives offered to rebook your reservation as an exception to our Terms and conditions. However, this offer was declined. As such, the previous decision remains final to not refund or cancel your reservation.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My travel plans have come and gone and Hotwire didn't feel the need to respond by the set deadline. I feel they are not interested in making things right, so I'm going to close the case.

Complaint: [redacted]I am rejecting this response because the email address they provided to send documentation to is not valid. I've tried three times and it tells me the inbox is full and not accepting more messages. Thanks.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/28) */
[redacted] 28, 2015
[redacted] Avenue, Apt. **
[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 prepaid car rental reservations with Alamo. We understand that your complaint stems from the fact that Hotwire is unable to refund you for these reservations that you wished cancelled due to illness. We regret any frustration or inconvenience this [redacted] have caused.
Hotwire offers three booking types for car rentals. Our great low Hot Rates are prepaid, guaranteed to be held 24 hours, and are non-changeable, non-transferable, and non-refundable. We also have standard rate bookings, which are not prepaid, and can be cancelled at any time with no fee or penalty. Our third option, the reservation type you booked, is prepaid; however Hotwire does not collect funds for these bookings. The charges, if you will please review your bank statement, came from Alamo for the rental and Allianz Global Assistance for the rental car damage protection. This type of reservation does have a cancellation policy, and excerpt of which to follow:
"Please note that cancellations more than 24 hours before your pick-up time will be refunded in full minus a possible $5 cancellation fee. Cancellations within 24 hours of your pick-up time as well as no shows without prior cancellation will be refunded in full minus a possible $10 no-show fee".
You should still be able to obtain a refund for these reservations, by calling Alamo direct at X (XXX) XXX-XXXX and referencing their confirmation numbers XXXXXXXXX and XXXXXXXXX, and by Calling Allianz at X (XXX) XXX-XXXX and referencing policy numbers HXXXXXXXX and HXXXXXXXX.
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, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, this response is addressed to "Mr. [redacted] Second, I have already tried contacting Alamo at the number provided by Hotwire. They informed me that they are unable to do anything to provide a refund because the funds are secured/sent to them through Hotwire, meaning Hotwire needs to process the refund. I already explained this in the original complaint.
Final Business Response /* (4000, 9, 2015/06/11) */
June 11, 2015
[redacted] Avenue, Apt. **
[redacted], ** XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX and XXXXXXXXXX
Dear Ms. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your prepaid car rental reservations with Alamo. You indicate that you have already contacted Alamo, and were advised to collect your refund from Hotwire. We regret any continued frustration this situation [redacted] have caused.
Please note that the number provided below is specific for this type of reservation with Alamo, and if their general customer service is called, they will not have the full information and will direct you back to Hotwire. If you will please call the number below, they will be able to process the refund you are seeking.
The Alamo direct number is (XXX) XXX-XXXX; please reference the confirmation numbers XXXXXXXXX and XXXXXXXXX in order to identify the correct reservations. I called this line and confirmed that they recognize that the refund would be direct and not through Hotwire prior to responding to your request for a refund.
I offer my personal apologies for incorrectly addressing the previous response to the wrong name.
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

Initial Business Response /* (1000, 5, 2016/01/22) */
January 22, 2016
[redacted].
[redacted]

In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your hotel reservation with Sheraton Vancouver Guildford Hotel. I understand you were dissatisfied with your recent reservation as the hotel recommendation listed online was 79% and does not match the data provided at the time of your booking which was 90 %. As such, you requested a full refund.
Hotwire service two types of hotel reservations: Hotels and Hotwire Hot Rates(r). For Hotels, the details are provided prior to booking and may be refundable; cancellation policies vary by hotel. For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed.
Hot Rate(r) recommendations are based on direct Hotwire customer feedback and we incorporate Expedia's recommendation data for the properties listed on our Hotels. With our customers providing Hotwire with over half a million hotel reviews every year, we want our direct customers to have a larger say on how highly recommended a particular hotel is.
Additionally, we gather these information on a timely manner. Please understand, the recommendation listed through our site are subject to change. This is to ensure the data provided to our customers accurately reflects the hotel's current reviews.
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 Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable. It was 100% false advertising. I have contacted the one [redacted] number you provided and get the same canned and answers without the representative taking time to understand the situation.
I understand the reviews can change. It took four days of calling before the review reflected accurately. So for four days your website was completely inaccurate and I am receiving the wrong end of your mistake.
Can somebody from the United States please contact me? The Hotwire support does not understand what happened due to language gaps. I also have screenshots that I sent to you proving my point. These get dismissed immediately via email with canned responses that are not even read by your team. [redacted]
Final Business Response /* (4000, 9, 2016/02/08) */
February 8, 2016
[redacted].
[redacted]
In response to Revdex.com case number [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 Sheraton Vancouver Guilford Hotel. I regret you remain dissatisfied with our response.
As previously mentioned, Hot Rate(r) recommendations are based on direct Hotwire customer feedback, while we incorporate Expedia's recommendation data for the properties listed on our Hotels.
We strive for clarity on our site, surveys for Hot Rates(r) and Hotels are gathered separately to present an accurate scoring based on perspectives of two different type of Customers. Thus, the recommendation may vary slightly. Also, recommendation listed through our site are subject to change and this is to ensure the information provided to our customers are up to date.
Based the information above and the Terms of Use you accepted and agreed on when you made the booking, our decision remains the same. I am unable to honor your request for refund.
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
Final Consumer Response /* (4200, 11, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still remain in my position that this is false advertising. The hotel was not the rating advertised. Only after complaining did the reviews magically change to the correct rating 3 days later.