Hotwire

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, 2015/08/18) */
August 18, 2015
[redacted]
[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 booking with the Mystic Dunes Resort & Golf Club. We understand that you are unhappy with the results of your recent Hot Rate(r) booking and are asking to have your reservation changed to a different property. We regret any frustration this situation [redacted] have caused.
During your Hot Rate(r) Hotel search, we provide you with as much information up front as possible to assist you in choosing a hotel without revealing the hotel's exact name. By revealing the hotel name and street address after you confirm your reservation, our partners are assured their anonymity, and you are guaranteed the lowest rates available. We also offer a list of hotels that are typically included in the star rating you have selected. We clearly disclose the hotels listed are examples, not a guarantee. We also provide the name of the last hotel obtained for a Hot Rate booking in the area, with the same star rating. If different amenities or rates are chosen, it will not be the same property as in your booking.
At Hotwire, we obtain the deeply discounted Hot Rates in exchange for guaranteed payment to our partners, whether the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, Hotwire asks that you acknowledge you have read and understand our Terms of Use which include:
All bookings are final. No refunds, changes or transfers.
Your account will be billed for the full amount when you book.
After you book, the hotel's name and address will be revealed.
Names can't be changed after booking. An adult over 18 must be present at check-in to assume all liability for the booking.
Hotels will require a credit card when you check in; debit cards [redacted] not be accepted.
You'll pay the hotel directly for additional charges, like room service or resort fees.
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed.
Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available.
A review of your reservation shows you selected a box stating you read, understood and accepted those conditions.
Based on the above we will not be providing compensation as requested.
In the future if you need a specific location, we offer hotels that display the name and address of the hotel before booking by searching on the Hotel tab on Hotwire. This type of reservation is best used by those who wish to choose a specific location.
We apologize for any treatment that was anything less than exceptional when contacting our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no point during any of this language does it state that your booking [redacted] not be at a hotel, but at a timeshare community. That is the problem that you continually dodge. I do not want to spend my vacation being treated like a second class citizen until I attend a "presentation". It would be naive to believe this won't happen. I just want to be booked in a hotel, not a timeshare. I don't feel this is unreasonable. On a secondary note you say the room will sleep the indicated number of guests which in this case would require 2 people to sleep on a queen pull out couch. Not relevant in my case but ridiculous none the less. Once again I use Hotwire all the time. I've booked with you over 40 times last year alone. I'm well aware of how the program works. I have never been booked in s timeshare before. I've noticed you started putting in resort fees. I can only assume you're doing this because people would complain about them. How about putting in you [redacted] be booked in a timeshare community and badgered to see their presentation for the duration of your stay?
Final Business Response /* (4000, 9, 2015/08/22) */
August 22, 2015
[redacted]
[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 Mystic Dunes Resort & Golf Club on October 17, 2015 in Celebration, Florida. We understand that you are concerned about the property being a timeshare and are concerned about sales presentations. You are seeking to change your reservation. We regret any frustration this [redacted] have caused you.
This property is listed as a resort condominium. It offers the convenience and space of a condo and the amenities and services of a resort hotel. This property does offer a section for rental that is not privately owned. All guests are invited to attend an ownership seminar to learn about the property, which is not mandatory.
At Hotwire, we obtain our great low 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 Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. In order to complete the booking, you selected a box stating you read, understood and accepted those conditions. It is also explained on the email confirmation sent at the time of booking that:
All bookings are final. No refunds, changes or transfers.
In consideration of the above information, we are not able to honor your request to change this reservation to an alternate property. .

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
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seems obvious we are at an impass [redacted] While it's nice to know I won't be required to attend a sales presentation to stay in a room I paid for it's still not reasonable to me that I'm booked in a timeshare. Hotwire keeps falling back on the "all bookings are final" language. As discussed previously I don't have an issue with that language when booked in a hotel. I've used Hotwire in the past and have had some issues. I didn't complain when I stayed at the Blue Warwick in Philadelphia and it cost $40 a day to park. Or when I stayed in a Detroit hotel and got bitten by a spider. Or in Orlando when they overbooked the hotel and you offered me $25 Hotwire credit to stay 3 nights in a lower rated hotel. Then when we got to our original hotel our room was right over the bar that had a live band. I get the policy!
This is different. I have paid good money to stay in a resort designed to get people to purchase a timeshare. Of course they have rooms to rent, where else would people viewing the property stay? There is no language anywhere that says you [redacted] be booked at a timeshare community and solicited to attend a presentation. Very covienient of you to select the language that works for your case and ignore omissions that don't. Had you put in the booking that you [redacted] be in a timeshare community I would never have booked it. I doubt anyone would. If you advertised a 4 star room and booked a motel 6 would that be okay?
You choose to see no wrong doings on your part because I signed a no refunds or exchanges clause. I feel misled that you aren't booking a hotel, but a timeshare resort without informing me that was a possibility. All I have asked for was a rebooking in something other than a timeshare. I don't want my money back, just want what what I paid for.
Since you constantly resort to your no refunds or exchanges clause and I resort to the belief that this isn't a hotel but a timeshare and you have no warning this could be a possibility I can't see us reaching a resolution.

Initial Business Response /* (1000, 5, 2015/06/15) */
June 15, 2015
[redacted]
[redacted] Street
[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 Westhouse New York. We understand that you were disappointed with your booking results, as you wanted a terrace room for your stay, and you were assigned a standard room. You also state that the room was not at the 70% savings you expected. We regret any frustration this [redacted] have caused.
At Hotwire, we do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodated. Our partners will do their best to make your stay as comfortable as possible. Requests for specific room types can be made, but are not guaranteed.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. We strive for clarity during the booking process, and we provide the following disclosure at the bottom of our site:
"Savings based on 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. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class. 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 are confident that Hotwire has the lowest rates available, backed by our Low Price Guarantee. If, within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates.
In consideration of the above, we were not able to change your room type, nor honor your request for a refund of this reservation.
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 Business Response /* (1000, 7, 2015/08/18) */
August 18, 2015
[redacted]
XXXXX [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 booking with the Desert Princess Palm Springs Golf Resort on August 8, 2015 in Cathedral City, California. We understand that you found a lower rate for the hotel, and were seeking to cancel your reservation. We regret any frustration this situation [redacted] have caused.
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 also want to apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally.
We assure you we work hard to negotiate the lowest rates with our partners. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates.
Upon review, we see that you contacted Hotwire on August 8, 2015 to submit a Low Price Guarantee claim, as you found a lower rate on another site. We have begun the process of refunding the price difference of $34.41 for the room and taxes for this property. The resort fee was not included in the rate charged by Hotwire, and will not be included in the refunded amount.
At Hotwire, we obtain our great low 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 Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred.
In order to complete the booking, you selected a box stating you read, understood and accepted these conditions:
All bookings are final. No refunds, changes or transfers.
We billed your account the full amount shown in the Hotwire total.
You pay the hotel directly for charges like room service, parking or resort fees.
Keep this confirmation or your confirmation email to show your booking is prepaid.
An adult over 21 must be present at check-in to assume all liability for the booking.
The hotel requires a credit card at check-in. They [redacted] not take debit cards.
Rooms sleep the number of guests. Number, type and size of beds aren't guaranteed.
An amenity [redacted] be closed, though we try to show what's available.
Call the hotel directly about bed types, check-in/check-out times and special requests.
This hotel typically charges guests a resort fee of about 15 per room per night, regardless of how the room is booked. The hotel collects this fee directly from you, so it doesn't show in your Hotwire total.
When you asked to change hotels, our Customer Care agent did offer to book an alternate hotel. This is a pre-paid reservation will the funds had already been sent to the hotel for your room. In order to make an exception for the no-refunds policy, the Hotwire process does require you book and pay for the second property before the refund will be processed. That option was turned down by you.
Because this was booked as a non-refundable room, Hotwire will not be authorizing any additional reimbursement for this reservation.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/07/19) */
July 19, 2015
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with the Quality Inn South Forest Beach for the night of September 5, 2015. We understand that you chose to include the Trip protection offered by our 3rd-party provider Allianz Global Assistance, expecting that this would allow you to cancel the reservation for any reason, and you now wish to cancel the reservation for a refund. We regret any confusion or concern this [redacted] have caused.
The Trip Protection offered by Allianz Global Assistance offers coverage as listed on the site. If you believe or feel that your change in plans [redacted] be covered by the policy, we encourage you to contact Allianz Global Assistance at X-XXX-XXX-XXXX. If you have already contacted Allianz, and have been denied a refund due to a non-covered issue, then we will need to know more specifically why you are requesting a refund so that we can provide you with more accurate information.
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. 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.
At this time, we will not be refunding the reservation. Should you provide further information to this regard, we will be happy to reassess the claim.
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 Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Should you provide further information to this regard, we will be happy to reassess the claim."
What kind of further information the Hotwire need for this claim? Please be specific.
Thank you.
[redacted]
Final Business Response /* (4000, 9, 2015/08/01) */
August 1, 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 Quality Inn South Forest Beach on September 5, 2015 in Hilton Head Island, South Carolina. We understand that you are asking to cancel your Hot Rate(r) hotel reservation, and seeking a full refund. We regret any frustration this situation [redacted] have caused.
Hotwire is committed to getting you the best deals possible. Because of the extremely low rates offered by our hotel partners, refunds, exchanges, transfers or changes are not typically available. Our partners require very specific documents in order to make an exception to the cancellation and refund policies. Hotwire would need to speak to you to determine if your cancellation would fall within these guidelines, which are generally more stringent that those of our 3rd party insurance partner, Allianz Global Assistance. Please be advised a change of plans is not an acceptable cancellation reason.
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
Final Consumer Response /* (4200, 11, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your reply. I can not understand why your company did not post these more stringent policies on cancellation at your website of online order. If you post these stringent policies in your website and I see them, I absolutely will not make online reservation on this hotel. In your website you posted that for hotel cancellation protection on the conditions of "due to covered illness, injury, job layoff, and more" and make purchase this hotel cancellation protection insurance policy of additional $5.00 for more conditions. Otherwise, I will not pay additional $5.00 policy fee and made online hotel reservation. Please do not continue to say all kinds of excuses for refusing to cancel my hotel reservation and please do not waste my more time and efforts to deal with due to your misleading information caused this issue.
Thank you.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/07/03) */
July 3, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case O-XXXXX
Dear Revdex.com:
Thank you for taking the time to contact Hotwire.com 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 XXXXXXXX) regarding a flight reservation. We understand the customer is requesting compensation or a partial refund. On June 26, 2015, we attempted to contact the customer to acknowledge receipt of the complaint but were unable to reach him/her.
Our records indicate on [redacted] 29, 2015, [redacted] or an authorized user in the account self-booked a one-way flight reservation for one traveler; travel was on June 22, 2015, from [redacted] with Silver Airways.
On June 9, 2015, we received notification of an airline schedule change from US Airways that required a modification to the reservation. We called the customer to discuss the options provided by the airline and were able to speak with [redacted] advised that she would need to call us back and disconnected the call.
On June 9, 2015, we received notification of an airline schedule change from US Airways that required a modification to the reservation. We called the customer to discuss the options provided by the airline and were able to speak with [redacted] advised that she would need to call us back and disconnected the call. [redacted] contacted us later that day to discuss the airline schedule change, and we provided the options offered by the airline. Additional requests were made by the customer such as a courtesy car rental that we were unable to approve. We explained the circumstances that occur with schedule changes and as a courtesy, offered to contact the airline to advocate further on her behalf. We were able to speak with US Airways who gave the approval to exchange the flights without any penalty or additional cost. With the customer's permission, we exchanged the flights and provided a recap of the changes that were made to the reservation.
Hotwire serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and are subject to the rules and restrictions of those providers. We encourage the customer to contact us immediately should they encounter any problems with their reservation. We understand the customer's experience was not as we would have hoped; however, we are unable to provide any compensation for this issue.
We thank you for allowing us 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 Consumer Rebuttal /* (2000, 10, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

April 5, 20*6[redacted] Morgantown, WV [redacted]In response to Revdex.com case number 57356*29, Customer's email [redacted]Dear [redacted],I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hotwire account. I understand you are dissatisfied with the previous response as you feel it is illegal to block your account.Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. As previously mentioned, any future booking attempts on Hotwire[redacted] will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed by Risk Management at ([redacted] We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/01) */
September 1, 2015
[redacted]
XXXXX N [redacted] Pl
[redacted] XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau, regarding your Hertz rental at Phoenix Sky Harbor Airport. As stated in your complaint, you have changed your date of travel and found a lower rate. As such, you are requesting to change the rental and book with the lower rate. We regret any frustration this has caused you.
Upon researching your rental, we found that the reservation booked was a hot rate. The terms of use that you said you read and agreed to before booking state that all sales are final, non-changeable, and non-refundable. Hotwire does have a Low Price Guarantee, where if you find an identical booking on a competitor's site for a lower amount within 24 hours, we will pay you the difference. Hotwire is unable to compete against our own website and our Hot Rates.
At Hotwire, we are able to secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our website will be used as originally booked. For this reason, all reservations are booked as non-changeable and non-refundable. This is all stated in the terms of use you agreed to prior to booking.
Based on the information mentioned above, we are unable to honor your request of a refund. We appreciate your business and look forward to assisting you with your future travels.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/24) */
June 24, 2015
[redacted] DR
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your hotel reservation at the City Junior Tijuana Otay, checking in December 20, 2014. We understand that when you showed up the hotel didn't have your reservation and they didn't give you a room. We apologize for any frustration this [redacted] have caused.
At Hotwire, we obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate reservations.
We recently contacted the hotel about them not having your reservation. they said you did use your reservation.
With the above information, we will not be honoring your request for a refund. We appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My first complaint was the next Morning after incident and Hotwire customer service promise me to investigate the incident.They never did. Now after half the hotel said I used my reservation.Please ask the hotel for a prove of my registration.I believe Hotwire is responsible to make sure they provide the service they sale.I just remind Hotwire that I have made many reservation before and many after this incident including last month in Europe as you can see in your record. Why Do you believe I lied about this very cheap one night reservation?????Just try to get a little justice and make the business better next time.Ms.[redacted] don`t get my point . You just add more frustration after that humiliated night.You can keep the money I paid for the reservation and also keep your monkey business away from me.I don`t need another answer or any another contact from you again. Many Thanks to Revdex.com for the help with my complaint.
Final Business Response /* (4000, 12, 2015/07/20) */
July 17, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear [redacted]:
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservation at the City Junior Tijuana Otay, checking in December 20, 2014. We understand that when you showed up the hotel didn't have your reservation and you were not able to check in for this booking. We apologize for any frustration this [redacted] have caused.
We have reviewed this case further and have come to a positive resolution for you in the form of a refund. Please contact us at XXX-XXX-XXXX and leave a message with a good time during the week to contact you and a good phone number, if different than the phone number provided on your account.
With the above information, we will be looking forward to receiving your call. We appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

Complaint: 1[redacted]I am rejecting this response because: I requested a human from [redacted] since they stole my money. This is nothing but an email from the [redacted] because hotwire is too fancy to speak to an [redacted] in person. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/16) */
June 16, 2015
[redacted]
[redacted] S [redacted] Ave
[redacted] XXXXX
RE: Revdex.com Case # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear [redacted]:
We are writing in response to your correspondence with Hotwire and...

the Revdex.com regarding your Hot Rate hotel booking at the Aladdin Hotel in Miami Florida. Specifically you are stating that you did not get 38% off of the hotel that was booked. As such you are requesting that we provide compensation so that the total savings for the reservation would be 38% off of the rate offered by the hotel. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Advertisements on Hotwire.com can state "Up to 38% off". When this happens it means that you are saving up to 38% off of the median rate in that area for hotels of the same star rating. We understand that you do not remember seeing "up to" on the advertisement but it was there if a % off was given before your reservation was complete.
Here at Hotwire we are so confident that we have the best rates available we provide you with our Low Price Guarantee. This means that if you find a lower rate for an identical booking with the hotel or any of our competitors within 24 hours we will match the lower rate. Our customer care agents looked up rates on your behalf and found that our rate was indeed the lowest available but advised you to call in if you found anything lower.
Based upon the information above and your previous correspondence with our customer care agents, we will not honor your request for a refund or any other form of compensation in regards to this savings disagreement. We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office

April 10, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear E[redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com...

regarding your reservation with [redacted] - Rockford. I understand that you are dissatisfied with the savings you received on your hotel booking. As such, you requested a refund.
 
Our records indicate you booked a Hotwire Hot Rate ® reservation. In Hot Rate ® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate ® reservations are non-cancellable and non-refundable.
 
Allow me to further clarify how the savings provided on our site was derived. Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. To clarify, if we were to compile a list of the retail rates we found for all the 2.5 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention.
Let me assure you we work hard to negotiate the lowest rates with our partners.  While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. If you find a lower total for the same property with the same travel dates 48 hours before check-in, we will refund you the difference.
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
Tell us why here...

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17, 2015
[redacted] Way
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted],
We are writing in response to your correspondence with Hotwire...

and the Revdex.com regarding your Hot Rate Hotel reservation at The Blue Wave. Specifically, you are stating that this hotel was not ideal for your family. As such you are requesting that we provide you with a refund or credit to your hotwire account. We regret any frustration or inconvenience this situation [redacted] have created, and appreciate the time you took to express your concerns.
As stated by our customer care agents when you reached out to them, you can expect a clean and safe room that will accommodate the number of guests listed. While reviewing your booking we have confirmed that this reservation was made for two adults and two children. We have also confirmed that the hotel provided you with a free upgrade to better accommodate you and that this reservation was used.
Based on the above information, we will not be providing you with a refund or Hotwire credit. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept thear response.Easier said than done when they are not on the ground. I was the to logg in with my family not them. I was on the ground at the Motel at 12am. seeing things that are not ideal for family to be around. I challenge them to go there at night and see with their own eyes. "A pig is still a pig even when you put a lipsticks on it". The upgrade that they offered me was at the same Motel. I informed the customer services of these. They dismissed my concerns.
Before they trip, they promised to accommodate me, if I don't like the place. So, why they refused to honored this?
For these reasons, I strongly reject their response.
Final Business Response /* (4000, 9, 2015/10/06) */
October 6, 2015
[redacted]
[redacted] XXXXX
In response to the Revdex.com Case Number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX
Dear Mr. [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with The Blue Wave in Florida. I regret that you remain dissatisfied with the handling of your situation. You feel that as a family, the hotel did not satisfy your needs for accommodation.
Regardless of star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to your satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review.
And upon review, we have confirmed that the hotel made sure you were comfortably accommodated by a room upgrade, free of charge.
Based on the information provided above, our decision remains final and we are unable to provide any compensation regarding this matter.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They keep repeating the same line "upgrade". Maybe we should have [redacted] go and spend a night their with their family. Better yet, the CEO should go there then spend a night before commenting on what they offered as upgrade. The place was not clean or safe for children. How can it be comfortable? This whole blind booking is scam. By the grace and power of Almighty God, the creator, your company will soon be expose. Thus, your company will lose millions of dollars!

November 28, 2017
 
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire itinerary [redacted]
 
Dear [redacted],
 
Thank you for providing additional information. I understand you are dissatisfied because of not receiving the refund of the difference in rates between the Hotwire booking and your alternate hotel. As such, you are requesting for that refund to be processed.
 
Upon review, I confirmed a refund of the difference was not issued because our research team received only the receipt showing the resort fee charge at the hotel you booked for the first night.
 
To review this further, kindly send the final receipt showing the total amount you paid at the first alternate hotel. You can send this to [redacted] as an e-mail attachment.
 
Once reviewed, we will contact you as soon as possible.
 
Should you have further questions, you may also call and leave a message at 1 (415) – [redacted] We are open Monday to Sunday from 7:00 AM to 9:00 PM PST.
 
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,
 
[redacted]Customer Care RelationsHotwire Corporate Office

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

Initial Business Response /* (1000, 5, 2015/10/15) */
October 15, 2015
[redacted]
[redacted] Dr
[redacted], ** XXXXX
In response to Revdex.com Case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
This is in response to your correspondence with Hotwire and the Better...

Business Bureau regarding a hotel reservation in Atlanta, Georgia. I understand you are dissatisfied with your recent booking as you believe our representative did not book the correct location.
During the booking process our representatives ask our customers for approval if they agree with the booking results prior to authorizing the customer's method of payment. Originally you requested the Perimeter/[redacted]/ Dunberry area, but the rates were high in this area and our agent expanded the search. We then offered a rate in Perimeter Center area which you accepted and agreed to during the booking process.
Based on the information provided above, I am unable to honor your request to refund your reservation.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from the Revdex.com because the information is not correct. When I requested the Perimeter area, there is only one area titled Perimeter. Perimeter consist of Sandy Springs/Dunwoody. When you choose that area, that is the Perimeter area. The rates were never to high. She gave me the rates for several areas before we proceeded, and I chose the Perimeter area. There was never a discussion of rates being to high. I knew which area I wanted before I made the call to the Hotwire agent. The area that was chosen was not the area I booked. If they would have called the hotel that was given to me when I called back to complain, they would've know that it was not the correct area. But instead, I constantly spoke to reps that were very rude. The Customer Service alone was very unprofessional. The hold times were ridiculous, as I was on hold for over 20 minutes before the rep hung up on me. I have never had a problem booking through Hotwire before. I never have complained about a booking. I have spent a lot of money booking through Hotwire as my records should prove that. I have been a loyal Hotwire Customer. I think they should honor this mistake and refund me the $109.63 that I spent for the wrong booking.
Final Business Response /* (4000, 9, 2015/11/19) */
November 19, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Wyndham Atlanta Galleria. I regret you remain dissatisfied with the handling of your situation.
To clearly understand the matter, I reconfirmed by pulling up a search in Perimeter area in Georgia. I verified that there is only one area called "Perimeter, Georgia" which consists of Sandy Springs and Dunwoody.
As previously reviewed by [redacted], we listened to the call and captured that you agreed to complete the rebooking process. As the agent informed before completing the reservation, per Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable.
Based on the above information, our decision to not refund your reservation remains final.
We appreciate your business and regret your Hotwire hotel 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.)Hotwire's response is completely unprofessional and irresponsible. If Hotwire chose to cancel my reservation because I booked a hotel reservation with them at a rate, which I can only assume, was below their expectations, then they can AT LEAST notify me the reservation is canceled PRIOR to my arrival at the hotel. Additionally, one can only assume the account was subsequently deactivated only to disallow me to make a written review on their website. This is a disgrace of the hospitality industry. Hotwire should not be allowed to conduct business. I will also write a formal complaint to the [redacted] Division. Again, completely unacceptable. Just Google what happened to me and you will find hundreds if not thousands of similar experiences by other inconvenienced travelers.

Initial Business Response /* (1000, 5, 2015/09/15) */
September 15, 2015
[redacted]
[redacted] E [redacted] St
[redacted] XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau, regarding your reservation at the Springhill Suites by Marriott-Richmond Virginia Center. As stated in your letter, you were offered a refund of the full $353.49 paid for this hotel, but have not received it. As such, you are requesting this refund be processed. We regret any frustration or inconvenience this has caused you.
We apologize for the time it took to confirm that a refund was offered, but as it was a non-refundable reservation we needed to confirm that an exception was offered. Upon researching your reservation, we found that our agent had offered this exception. On September 9th we processed a full refund of $353.49 back to the original form of payment. Please be aware it only takes Hotwire 1 to 2 business days to release the funds and then it is up to your financial institution from there.
Again, we apologize for this inconvenience and thank you for your patience in this abnormal circumstance. We appreciate your business and look forward to assisting with your future travels. If you have any further questions please don't hesitate to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23, 2015
[redacted]
XXXXX [redacted] Street
[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 booking with the Hotel Williams Opera, Opera Garnier - Galeries Lafayette - St Lazare, France. We understand that you are dissatisfied with the level of savings received for this reservation. As such you are requesting that your rate be adjusted or your hotel venue to be changed. We regret any concern this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Allow me to further clarify how the savings provided on our site was derived. Savings are based on the median published rate we've found for all hotels in the same neighborhood, with the same star rating and for the same stay dates on leading retail travel sites in the last 24-48 hours. 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. I apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
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. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above, we will not be adjusting your rate or moving your reservation to another hotel. 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 Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mrs. [redacted],
Star rating and neighborhood location alone as criteria for you median rate are highly misleading. If Hotwire is indicating a room value based on a median price for all three start hotels in the neighborhood, then it does not accurately reflect the overall value of your offer.
There is a wide range of quality, services, value, and price within the 3 star hotel market. Prices can easily vary by hundreds of dollars within the 3 star spectrum. To make the argument that all 3 star hotels are the same is blatantly false.
From Hotwire's customer service response to me dated July 10, 2015," Hot Rates are booked based on the star rating, neighborhood and other details and so the crossed out rate we show before booking is an example based on published rates for similar hotels. "
For Similar Hotels. It is my argument that a 3 star hotel that charges $130 a night is not equal, nor similar to a 3 star hotel that charges $250 a night.
As in my case, the hotel I received had a market value $71 less than the median rate advertised, or roughly 1/3 less of the advertised value. A difference this large represents a far inferior product than the description and median price advertises.
A more truthful model would be a median price for all current Hotwire hotel stock within that category. By taking median value from all hotels in the area, whether or not they are available options in Hotwire, Hotwire can purposefully skew the actual value of their hotel stock. It could allow Hotwire to target low end hotels, yet promote them as if they were representative of the average for the area.
As for savings, your results pages do include any qualifiers for the listed savings. There's no "up to" or "25-50% OFF". It is apparently the intention of Hotwire to gloss over this variability. It is only on the offer page that any info about median price is included (As note at the very bottom of the page).
I understand that variability in actual market value of rooms is to be expected when using a service such as Hotwire. I however as the consumer expect that there be some limits to that variability. When the delivered product is only 2/3rd the "advertised" median value, and half of the "promoted" savings, then it falls well outside the limits of an equal or similar product. At that point, it becomes a deceptive sales tactic, one where you leave no recourse. And just because there is a small disclaimer doesn't make it acceptable.
I am open to suggestions from Hotwire on how we might resolve the situation. So far I've received nothing but canned responses, initially not even responding to my actual concern. I argue that Hotwire's system is inherently deceptive. If Hotwire refuses to make any effort to resolve the situation, then I will continue to leave my complaint open and provide additional reviews and/or complaints to other websites in the hope that others will understand just what they are getting in to if they want to use Hotwire.
Final Business Response /* (4000, 9, 2015/08/06) */
August 6, 2015
[redacted]
XXXXX [redacted] XXXXXX
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 Hotel Williams Opera on September 14, 2015 in Paris, France. We understand that you do not agree with the crossed-out rates and are requesting a refund. We regret any frustration this [redacted] have caused.
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. I apologize if our site led you to the assumption the savings provided was based on this hotels direct rate as that was not our intention.
If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. 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 and unable to issue refunds.
At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We appreciate your business and 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
Final Consumer Response /* (4200, 11, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel it is EXACTLY your intention that the consumer believe that the savings and value of the room as shown on your website is what they are receiving, which is why there are no qualifiers (as in "Up to 50% off" or your asterisk) on your page listing the different hotel categories for the neighborhood.
I am sure this business model is serving your company very well. It allows you to skew the perceived value of your product to being, in this case, much more than it actually is. The consumer can receive an inferior product than what is advertised, yet is left with no recourse to correct the situation. Your company doesn't limit in any way the possible discrepancy between your "median value" and true market value, by using such broad categories (3 stars) that the comparison is relatively meaningless from a price standpoint.
Your business model serves the company but deceives and takes advantage a consumer's desire for large savings and a high perceived value.
I am not satisfied with your company's response. It is my only hope that this complaint and many more from other customers will force Hotwire to change their business model.
Hotwire should place limits on the allowable difference between actual market value and the "median value" they report on the website, further dividing categories if necessary, so that consumers receive a product more in line with the expectations your website instill.
That, or calculate the "median value" only from the hotels that are currently partaking in Hotwire's offerings. At least then the "median value" represents accurately the possible product the consumer will receive. The consumer is gambling that they will receive one of the better hotels, but at least the median value has a direct relationship to the actual products Hotwire delivers. Otherwise, as I stated before, there is nothing to stop Hotwire from offering just inferior, cheap 3 star hotels, while using the collective higher end 3 star hotels to drive up the "median value" even though there is no chance for a Hotwire consumer to be assigned the higher end offerings.
I encourage all Hotwire consumers to check into exactly what they are getting against what Hotwire uses for a "median value". If more people take action, then we can force a change.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I specifically booked a hot rate for a 3 star hotel and was goven a 2.5 rate. Sincerely,[redacted]