Hotwire

Initial Business Response /* (1000, 5, 2015/10/21) */
October 21,2015
Dear [redacted],
General Delivery XXXXX
[redacted]
In response to Revdex.com Case number XXXXXXXX
Hotwire Itinerary number XXXXXXXXXX
Thank you for the taking the time to inform us thru the inquiry to Hotwire through the...

Revdex.com regarding the hotel reservation that you have with the Extended Stay America - Minneapolis - Bloomington, Minnesota.
I understand your dissatisfaction stemmed from the condition of the room that has fallen below your expectations and in your complain you stated that the room was "run down dirty and noisy". We apologize for the inconvenience this has caused you and we can see that you wanted some compensation to your account based on your latest experience with this hotel.
As I reviewed the details of your complaints, we contacted the hotel on your behalf and they approved a refund of $161.13 to your account. Hotwire issues refunds in one to two business days, if you have questions on when this amount will be available, please contact your financial institution.
Please contact us through our Main Customer Support number at XXX-XXX-XXXX as we need to obtain your permission for the refund process.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely yours,
[redacted]
Customer Care
Hotwire Corporate

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

the Revdex.com, regarding your booking with the La Quinta Inn& Suites Panama city Beach Pier Park for check-in July 26, and check-out July 29, 2015. As stated in your letter, there was website error when you booked this reservation; As such you are requesting a full refund for this reservation. We regret any frustration this [redacted] have caused.
When you do a search on our site it provides you with surrounding areas to give you the best selection of hotels. The Middle Beach map area was selected, each area is shaded in green to give you a general 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.
During the booking process the neighborhood and star rating is displayed several times including the final page were it recaps all the details before confirming the booking. We have reviewed your account and cannot replicate any website error in your booking. In addition to that we have checked our billing details to confirm if there was any time interval between the three billing authorizations that we sent in, but there was none.
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.
In your case we were able to refund the two nights because you got one of Hot Rates that have free cancellation. These hotels have a cancellation policy when the booking is made and cancel before July 25 July, 5:00 AM Easter time, you can get a full refund. Any cancellation made after 5:00 AM Eastern Time on July 25, then you are subjected to a 1 night room and tax penalty. Your reservations was booked and cancelled outside the cancellation policy for a full refund that is why you are charged the one night room and tax penalty in the amount of $166.39. We have processed the refund of $332.76 back to the card that was used for the booking.
As we found no error with the website, we won't be honoring your request for a full 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, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no way I have picked up that area of the hotel. If they are confident can they show the server log and see what data I input from my computer. The server will save the data. It is really a scam there server pop up with a message then show me the congrats on the booking.
Final Business Response /* (4000, 9, 2015/09/03) */
September 3, 2015
[redacted] XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the La Quinta Inn& Suites Panama City Beach Pier Park on July 26, 2015, in Panama City Beach, Florida. I understand you believe there was website error when you booked this reservation. As such you are requesting a full refund for this reservation. We regret any frustration this [redacted] have caused.
Hotwire has reviewed this reservation. The hotel was within the location selected at the time of booking. The inventory was booked as confirmed.
Hotwire prepays for this reservation at the time of booking. 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. Hotwire explains at the time of booking that all bookings are final with no changes or transfers. We ask you to confirm you have read and understand this in order to complete the booking. A review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking.
In consideration of the above information, we are not able to honor your request for any further refund.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at XXX-XXX-XXXX.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Complaint: [redacted]I am rejecting this response because:
Date Sent: 3/10/2017 10:13:49 AM
Revdex.com:
[redacted]
 
 
To be clear of details for my complaint. I booked hotel for $455. I saw that I was charged $503. I called customer service and was instructed to go back and take a screenshot of the price.The hotel was still at the price I booked it at. I called back to confirm that it was received. The support emailed me that they couldn't do anything about it since prices change. I did not get any communications about price increase before booking. I want a full refund for my inconvenience. I have called and emailed sereval times and wasted so much time.
 
Sincerely, [redacted]
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/21) */
October 21,2015
[redacted]
[redacted] Ave XXXXX
[redacted]
Dear [redacted],
In response to Revdex.com Case number XXXXXXXX
Hotwire Itinerary Number XXXXXXXXXX
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your hotel reservation in Appleton-Neenah, Wisconsin. We understand that your dissatisfaction stemmed from a refund request due to a medical situation.
I confirmed that you have submitted a letter explaining why you were not able to use the hotel reservation. This type of documentation is not sufficient enough to consider a refund based on our non- cancellable reservation, The reason why we are asking for a medical document is to process some exemption under medical situation.
We apologize for the inconvenience this has caused you, we would like to request from you a fax copy of the medical certificate duly signed by the attending physician on his letterhead, the dates of confinement should correspond with the dates of travel. Please send the fax copy of the medical certificate through our Main Fax Number X-XXX-XXX-XXXX.
Once we receive this documentation, it will take 7-10 business to review the documents 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. We look forward to assisting you further in this matter.
Sincerely yours,
[redacted]
Customer Care
Hotwire Corporate

May 27, 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 at the Clarion Hotel Richmond. I understand you indicated this was booked by a minor and would like to refund the reservation.
 
At Hotwire, we strive for clarity on our Web site. We have tailored our booking path to be informative every step of the way and relatively easy to use. First our customers are presented with their booking details and various policies regarding their hotel reservation. Next, customers are required to enter the primary guest’s name and billing information. Finally, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the booking. If any of these steps are omitted, the booking cannot be completed.
 
In your situation, we honored an exception to refund your reservation with a proof of documentation. We requested a copy of the minor’s birth certificate and the parent’s/guadrian’s driver’s license. However, the documentation we received was different to what we requested.
 
Regardless, we decided to still honor your refund. Please be advised that this is a one-time exception as all Hot Rate® bookings are non-refundable.
 
You refund process takes one to two business days for Hotwire to process and the time it will be posted back to your account depends on your bank’s policy.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire 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]

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.

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, 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.

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

Initial Business Response /* (1000, 5, 2015/06/01) */
[redacted]
[redacted] Avenue
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

regarding your booking with the Hawthorn Suites by Wyndham Sterling Dulles. We understand you were unhappy with your stay; there was no pool as advertised, and the air conditioner in one room was not working properly. We regret any discomfort or frustration this [redacted] have caused.
Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns. We have submitted a request to our hotel operations team to update the amenities listing for this hotel to not include a pool.
We have applied an additional 9.84 HotDollars to your account, to equal a full 25% of your stay, and processed a refund of $79.78 to your Discover card. This refund is equal to one room of your reservation, as allowed by the hotel. We have sent emails to this regard to your address [redacted]@gmail.com. Please check your spam or junk folders if they are not yet received.
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait times.
We 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 [redacted]
Customer Relations

Initial Business Response /* (1000, 8, 2016/01/05) */
January 5, 2016
[redacted] Box [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 Better...

Business Bureau, regarding your reservation with Manor Inn Kilgore, TX. I understand you are dissatisfied with your recent hotel reservation as the condition of the room fell below your expectations. As such, you requested a refund.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review.
To understand your quality concern, I further researched the property and found most reviews support the information you've provided. I recognize this situation is less than exceptional and we apologize for the inconvenience this has caused you.
Based on that information, I am able to honor your refund request amounting to $113.57. Refund typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 6, 2015/11/18) */
November, XX XXXX
[redacted] J [redacted]
XXXXX - XXX Ave
[redacted]
In response to Revdex.com Case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your hotel reservation. I understand your dissatisfaction stems as the amount you paid was higher compared to the amount we quoted online. As such, you are requesting to honor the rate or process a full refund.

We remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to our Web site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
As I further investigate this situation, we are already conducting internal review on this matter. As such, I submitted your request to the appropriate department who can take a look at the situation. It would take 7-10 business days for the review to be completed.
We would contact you with the outcome of the investigation.
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, 13, 2015/12/15) */
Why is this case closed? Hotwire has said they would review this and never did!
Final Business Response /* (4000, 15, 2015/12/23) */
December 23, 2015
[redacted] J [redacted]
XXXXX - XXX Ave
[redacted]
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Pinnacle Hotel at the Pier. I understand you are checking the status of the investigation promised on our previous email correspondence. We apologize for the inconvenience this has caused you.
After reviewing your account, I confirmed we processed a refund in the amount of CAD116.82 on December 8, 2015. Refunds take 1-2 business days to process and it is up to your financial institution as to when the funds will be available for use. In addition, please accept 25 HotDollars as compensation for the delay. I applied this credit to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals, hotel reservations, and most flights. Your HotDollars are valid for up to one year, expiring on December 22, 2016.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 17, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, the refund for the amount in dispute completely resolves this issue. Thank you also for the additional HotDollars.
Regards,
[redacted]

April 5, 2016Revdex.comSan Francisco Bay Area and Northern CoastalComplaint DepartmentRe: Expedia **se [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 **se number [redacted]) regarding a package reservation. We understand Ms. [redacted] is requesting a refund. On March 9, 2016 we received the Revdex.com complaint.Our records reflect on February 22, 2016, the customer self-booked a package reservation for [redacted] and [redacted], using Hotwire.[redacted] Travel is on Air **nada, departing April **, 2016, from Vancouver, **nada to Phoenix, Arizona; returning on April **, 2016, from Phoenix, Arizona to Vancouver, **nada. The **r rental is with Hertz in Phoenix, Arizona, pick-up date April **, 2016, drop-off date April **, 2016. The customer is stating they made the reservation to be charged in **D; however the charges were processed in in USD.Hotwire a serves as a third party intermediary with travel providers such as hotels, **r rental agencies, and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers, who choose to book travel on their own, to **refully review the details of the trip as well as the fare rules or **ncellation policies. Should they encounter any discrepancies or have additional questions, we ask that they **ll us prior to finalizing the reservation. This gives Hotwire the opportunity to provide an appropriate resolution. We **n confirm on February 26, 2016, the customer contacted Hotwire, advising that our site mislead her to believe she was booking the currency in **D; however the charges appeared on her credit **rd statement as USD. The customer is requesting a refund for the difference. While our agent was researching the issue, the customer's **ll disconnected. Our agent did contact Ms. [redacted] back, however she was not available. Our agent did leave a voice message.On February 27, 2016, the customer contacted Hotwire, advising she booked on Hotwire.**; however is being charged in USD. The customer requested the package to be **nceled and to be issued a full refund. Our agent advised the customer, the airline tickets are nonrefundable, and we will have to contact Hertz to see if they would authorize a refund. The customer declined, no further action was taken.In reviewing Ms. [redacted] account, Hotwire is able to verify the customer's booking session that was made on February 22, 2016. Hotwire **n confirm there were no site errors and the customer was advised that they would be charged in USD. Hotwire makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review including the final payment screen. We hope the customer understands, Hotwire **nnot honor the request for 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

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

Complaint: [redacted]I am rejecting this response because:
Good evening,
 
I do not have an itinerary #.  That is the main issue with this entire case because I did not book or use their services but I was charged on my credit card because I have used them in the past.  If I had an itinerary I would submit it to you and to them.  They have all the information because they provided it to Discover Card when they disputed the charges.
 
Thank you,
 
[redacted]
Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/07/15) */
July 15, 2015
[redacted] XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the opportunity to address your concerns, as sent though the Revdex.com,...

regarding your hotel reservation at Shinjuku Granbell Hotel for July 15, 2015. We understand that you do not agree with the rate offered, the neighborhood, and are seeking a refund. We apologize for any frustration this [redacted] have caused.
Allow us to further clarify how the savings provided on our site was derived. Savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
We understand that you mentioned you wanted a pool at this hotel. In order to guarantee a pool, that specific amenity must be selected when searching for your hotel. We do see that this hotel does not have that amenity listed, though we don't see that you selected that amenity when making the booking.
You mentioned that the neighborhood is in question and do not want your kids around the neighborhood. We see that the booking was made for two adults, zero children, and two rooms.
We are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that [redacted] arise at the property.
We do expect our hotel partners to provide a clean and safe room. If your room does not meet these specifications and the hotel is not able to work with you, please contact our 24 hour customer service team at 1 800-HOTWIRE (XXX-XXXX), so we can work with you so we can find a solution.
In this case we will not be honoring your request for a refund. We regret your Hotwire experience was anything less than exception.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations

June 7, 2016
 
[redacted]
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary Number [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your...

reservation with Thrifty Rent a Car in [redacted]. I understand that you are dissatisfied with your recent car booking because the agency showed you a rental agreement that has a lower deal compared to what you booked with us. As such you are requesting for a refund in the amount of $85.19.
Hotwire services two types of car rental reservations: Hotwire Hot Rate® and Cars. With Cars, you are only reserving the rental on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Cars can be cancelled at any time without penalty. Our Hot Rate® Car rentals are deeply discounted, and as such, are booked as final and non-refundable
Our rates are non-commissionable, meaning car rental partners do not pay us for bookings; instead we apply our booking fee and state taxes to the rates they offer us.  We ask our rental partners to not disclose the Hotwire rate on their receipts, as it leads to confusion. I have forwarded this on so that this may be addressed with the rental partners directly, to prevent this situation from occurring in the future.
 
After checking your account, I am willing to honor an exception to refund the amount of $85.19. The refund typically takes 1-2 business days for the funds to return to your financial institution. From there, it is up to your financial institution as to when the funds will be available for use.
Allow me to assure you this is not a typical occurrence for customers booking through our site. Please accept my sincere apologies for any inconvenience this situation created.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because: This is still a classic bait-n-switch sale. They should have revealed the ratings of this hotel and any other hotel they advertised as a 3 star rating or above/below prior to customers booking. They could have reveled this information without reveling the hotel in order for the consumer to make an informed decision. This was advertised as a 3 star hotel like [redacted]. I was mislead and I bet I'm not the only one who disagrees with the way they "Hide" the exact hotels until after you book. I was mislead completely and I want this complaint noted. What a terrible practice and I will go on social media to let people know this. Thank you.Sincerely,[redacted]