Hotwire

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, 2015/10/21) */
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, 2015/06/01) */
[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

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, 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.

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 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

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]

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

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

Complaint: [redacted]I am rejecting this response because: Hotwire has NOT refunded my money to my Mastercard account as promised.
I have been in contact with the Mastercard Dispute office who have officially confirmed that the refund of $368.14 was never made to my account.
I am at a loss as to why Hotwire would say that they have made the refund when in fact they have not. A simple phone call from their office
could resolve this matter. Looking forward to effective resolution of this frustrating issue.Sincerely,[redacted]

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

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

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

(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).

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

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]

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.

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

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]