Hotwire

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

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, 2015/09/17) */
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!

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.)

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18, 2015
[redacted]
[redacted] Drive Suite [redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Hotwire account: [redacted].com
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as...

went through the Revdex.com, regarding your six reservations for dates from August 13, 2015 through September 9, 2015. We understand that you are requesting information regarding the reason for the deactivation of your account, and the status of the refunds for these reservations. We regret any frustration this [redacted] have caused.
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. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX.
It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is final. Due to the sensitive nature of the information handled by that department, they only reach out to guests if further information is needed to complete their investigation. If the decision to deactivate the account is final, you will likely not receive a call back from that department. I understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation.
For your records the following Itineraries have been cancelled and were refunded on August 13, 2015:
Itinerary # XXXXXXXXXX $ 682.22
Itinerary # XXXXXXXXXX $ 419.24
Itinerary # XXXXXXXXXX $ 518.60
Itinerary # XXXXXXXXXX $1,775.58
Itinerary # XXXXXXXXXX $2,592.88
Itinerary # XXXXXXXXXX $ 454.00
These amounts will be credited back to the form of payment used at the time of booking. Please allow one to two business days for Hotwire to complete the process of the refund. After the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site [redacted] be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
Hotwire will not be offering any further compensation.
Best Regards,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. We have still not received any refunds (the email states 2 business days)
2. We lost business and money due to the canceled hotels (missed meetings and deadlines, we had to book overpriced hotels due to losing all of our rooms)
3. The least that you could have done is send an email to tell us that hotel bookings were canceled so that our employees weren't stranded without rooms.
4. [redacted] (our company) has a clean record and is obviously booking for company purposes. Shutting down the account and bookings without notice is not a good business practice. We will continue to push the complaint and file for reimbursement of higher costs.
5. The fraud department is an answering machine and nobody ever calls back (as even admitted on your email). There is also virtually no chance in requesting refund status as everybody refers back to the answering machine system. What kind of business are you running that you just cancel accounts without further notice or explanation??
Final Business Response /* (4000, 9, 2015/09/01) */
September 1, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Hotwire account: [redacted].com
Dear Ms. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your reservations from August 13, through September 9, 2015. We understand that you still have not received the refund that was processed on August 13; we regret any frustrations this [redacted] have caused.
As the previous agent reiterated, if the decision to deactivate the account is final, you will likely not receive a call back from our Risk Management department. We understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation. It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is final.
Our Terms of Use indicate user access to all or part of the Hotwire Web site [redacted] be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, it means customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use.
At this point we have already processed the refund; it normally takes us 1-2 business days to process it back to your financial institution. If you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or Credit Card Company. If you still have additional questions regarding this account, please contact our risk management department and leave them a message on (XXX)XXX-XXXX.
We regret your Hotwire experience was anything less than exceptional.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 6, 2015/06/07) */
June 7, 2015
[redacted]
[redacted] BLVD
[redacted] XXXXX

Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted]:
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau regarding your reservation at the Hilton Grand Vacations International Drive. We understand that your nephew was sick and that due to his illness the trip was canceled; as such, you are requesting a refund of $195.76. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
At Hotwire we do not allow changes, exchanges, or cancelations because we get our amazing deals in part by guaranteeing that our reservations will be used as booked. However we do understand that sometimes something like an illness will occur, when this happens we are able to cancel and refund the reservation if the proper documentation is submitted. In this instance we require signed medical documentation on physician letterhead or from the hospice organization stating that the hospitalization timeframe corresponds with the date of travel or that traveling will cause condition to worsen, discharge papers would not be accepted in this instance. When you locate or acquire the requested paperwork please fax it to our research team at (XXX) XXX-XXXX along with your itinerary number.
Until you provide us with valid medical documentation we will not provide any kind of 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, 8, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on the conversation on the pass [redacted] 6/7/2015 at 4:42 (from XXX-XXX-XXXX) by the Customer relations to provide a Doctor paperwork, personally signed by the doctor in order to obtain the refund of my reservation.
The hand sign documentation was sent on 06/12/2015 at 16:15, 16:20 and 16:25 thru the fax number XXX-XXX-XX-XX along with the trend of email that were initiated on this case, please let me know if you need previous documents that I have sent to Hotwire as they are being held by Hyatt Legal..
Thanks for your help
[redacted]
Final Business Response /* (4000, 10, 2015/06/23) */
June 23, 2015
[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 Hilton Grand Vacations International Drive. We understand that you were unable to use the reservation due to your nephew's illness, and were seeking a refund for the reservation. We regret any concern this [redacted] have caused, and I hope your nephew is feeling better.
Per our records, valid documentation was received on June 20, 2015, and the reservation was refunded in in the amount of $195.76 that same day. The credit was processed to the card used to book the reservation.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/09/01) */
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

Complaint: [redacted]I am rejecting this response because:
it's completely false. I was denied a room, and they will not give it in writing. I called round rock police department as proof, and can provide police incidence no. What frustrates me about Hotwire is I was kept on hold 2 times by their helpdesk for over an hour and provided no support. Very irresponsible after I have been a customer for several years. I am very unhappy about this customer service and, would like to escalate it.[redacted]

I realize that there was a confirmation page and everything you've indicated. However, I booked it on the computer and was in a rush and out the door and was expecting a confirmation email to my phone which still remains the issue. You indicate that I could've contacted Hotwire for an additional email but I never received a first one. I understand your refusal of a refund. I'm generally looking for some customer service and some assistance for a mistake I know I've made. So I've learned now that this company has complete lack of customer service for first time customers. Also, cannot execute  "going above and beyond" with assistance in contacting the hotel to work out a deal for my mistake or not even offering a credit for next time. At the end of the day, this was Hotwires mistake for not sending me a confirmation email, which had I received, I would've realized that they had booked me for the incorrect dates and it could have been resolved.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

June 17, 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 [redacted] Car Rental. I understand you are dissatisfied with your recent car booking because the rental agency does not provide rental without a credit card or a roundtrip travel ticket.
 
Our records indicate you booked a Standard Car. In Car bookings, you see the name of the car rental company and the price before you book the car. These bookings can be for downtown (city) and Airport locations. In these cases, Hotwire makes a reservation for you with the rental car company and estimates the charges based on published rates, taxes, and fees. Your account will not be charged when the reservation is made.
 
As you mentioned, when booking a car rental on our Web site, our customers have the option to select whether they are using a credit card or debit card for deposit. However, upon review, it doesn’t show that you indicated your deposit type at the time of booking.
 
At this time, we are confident with how we advertised our Car bookings. Moving forward, you may use our Web Site filters to guarantee a car rental agency that would suit your requirement capabilities.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/05/31) */
[redacted] 31, 2015
[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 reservation with the La Quinta Inn & Suites Panama City Beach Pier Park. We understand that you were unhappy with your booking results, and were seeking a full refund for the booking. You also state that you were able to find a lower rate if the reservation was booked direct with the hotel. We regret any concern or frustration this [redacted] have caused.
After reviewing your Hotwire Account, we have confirmed that our agent processed a refund back to your MasterCard in the amount of $507.28 on [redacted] 21, 2015. While we can guarantee we issue refunds within one to two days of processing, please check with your financial institution's as to when the credit will post to your account.
You are correct in that we are confident that our great Hot Rates are the lowest to be found, and we 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. Within 24 hours of booking on Hotwire, if you find a lower total for the same reservation details outside of Hotwire.com, we will refund you the difference.
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 /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the full refund. It is regretful that I had to spend over 2 hours on the phone with various Hotwire employees and as much time on the phone with my credit card company over Hotwire's false advertising. The company was absolutely not helpful until this formal Revdex.com complaint was made. I will not be using Hotwire in any future travel plans

Initial Business Response /* (1000, 5, 2015/08/08) */
August 8, 2015
[redacted]
XXXX Xth St. Apt [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 Kings Signature Hotel Memphis on July 18, 2015. We understand that you are requesting a refund due to the condition of the room provided.
I regret the frustration and inconvenience this situation created, and appreciate you took the time to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Based on the details provided in your complaint, I regret this was not the case with your stay. Please accept my sincere apologies along with 25 HotDollars I applied to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals, and hotel reservations. Your HotDollars are valid for up to one year from issue, expiring on August 8, 2015.
After reviewing your reservation, I confirmed you booked a Hot Rate hotel. For Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer books. These restrictions enable our partners to better manage their unsold rooms.
On the final page of the Hot Rate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
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.
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.
At Hotwire, we obtain deeply discounted 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 upon the information above, we will not be issuing a refund. We regret that your Hotwire experience was anything less than exceptional.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I fully understand that the conditions of the rooms [redacted] be variable, and that this is the trade-off for a cheaper deal. However, offering a room that is unsafe is not just a problem with the condition of the room. It is a problem with personal safety that made this service unusable. At no point in your Rules and Restrictions does it state that the room I am assigned [redacted] be unsafe, as was the case here with signs of recent forced entry and a broken locking mechanism. Your offer of a credit that can only be booked on your website for less than half the amount I paid is wholly insufficient.
Final Business Response /* (4000, 9, 2015/08/18) */
August 18, 2015
[redacted]
XXXX Xth Street [redacted]
[redacted], [redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Kings Signature Hotel Memphis on July 18, 2015 in Memphis, Tennessee. We understand that are seeking a refund for this reservation, because you did not feel safe in the room. We regret any frustration this situation [redacted] have caused.
Hotwire expects our partners to provide a clean room in working order. We work very hard with our partners to make sure they meet the needs of our mutual customers. Hotwire has reached out to the Kings Signature Hotel Memphis and discussed your stay with the General Manager. She is unable to locate any request made by a customer regarding a broken door or lock. There is nothing listed in the maintenance log for any replacements being needed.
As you did not contact us until after leaving the room, our options to work with our partner are limited. For future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at 1-866-HOTWIRE (XXX-XXXX) so that we [redacted] work with our hotel partner to resolve the issue. We are available 24 hours a day, seven days a week to assist you; we hope to have the opportunity to better serve your travel needs in the near future.
Hotwire will not be providing any additional reimbursement for this hotel stay.
We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
In regards to your first concern regarding a lack of a documented complaint by the hotel and the lack of a maintenance log by the hotel, this is no reason to deny my complaint. I have photographic evidence of the broken door lock, which I have offered to Hotwire. Hotwire also presumably has a log of my complaint that same day, which involved the Hotwire agent calling the hotel. Therefore, the lack of the hotel's documentation regarding this complaint or the maintenance/safety issue is certainly not proof that it never happened, but is rather proof that the hotel has failed to document this incident. This is a further indication of how poorly run this establishment is, and this should not be a reason to discredit my complaint.
Your second issue regarding my calling Hotwire after I had left the room is irrelevant and does not change the situation. I called Hotwire immediately after leaving the room, and your company's solution was to try to the contact the hotel manager. As he was not reachable by phone (which was the same situation as when I tried to get in touch with him while still in the room), your representative said there was nothing they could do, and that I would have to call Hotwire back another day so that they could try to reach the hotel manager at that point. This situation was repeated twice thereafter. Therefore, had I called 10 minutes earlier while I was still in the room, the situation would have been unchanged. Again, your point is irrelevant and does not change the legitimacy of my complaint.
Your suggestion to contact you in the future and your allegation that you are available 24 hours a day is misleading, as the initial representatives I had contacted were not able to help with my situation, and it seems as though your company has a pattern of refusing transfer to a higher level customer service agent, as my requests were alternately met with a prolonged hold time followed by disconnection on one occasion, and prolonged hold time followed by transfer to an unrelated car rental agency on another occasion.
In short your response to my complaint was to blame me for when I lodged my complaint, and to blame me for the hotel's failure of documentation. Your company has clearly failed to provide the service that was advertised and that I paid you for. Further, your company has failed to make any meaningful attempts at correcting the situation. Providing me with what is essentially a coupon to further use your services is not a serious effort to remedy this situation.

Initial Business Response /* (1000, 5, 2015/10/19) */
October 19, 2015
[redacted]
[redacted]
[redacted] Ave XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your hotel reservation in Best Western Plus Riverfront Hotel. I understand you are dissatisfied with your recent Hot Rate hotel booking. You feel our site indicated you would be getting 51% savings discount.
Allow me to 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. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 3.5 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.
At Hotwire, we strive for clarity on the Web site. During the booking process, we provide the following disclosure at the bottom of the page:
"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. Hotwire is different from retail travel sites. With Hotwire you enter the date and location. Hotel revealed only after booking."
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Our Low Price Guarantee provides a refund in the amount the difference to customers who find a lower rate than the Hotwire rate within 48 hours of booking.
Based on the information provided above, I am unable to honor your request for a refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please address the fact that I paid more the own hotel's booking rate through Hotwire.
Quote: On Oct 5, 2015 I booked a hotel in La Crosse, WI through the Hotwire website listed as "51% off" the conventional booking rate. The fee I paid for this hotel was $129.32.
The hotel I received, the Best Western, can be booked through their website for a total fee of $122.57.
I did not save one cent using Hotwire. But, I was overcharged by several dollars. I did also get put into a hotel on the outskirts of townnowhere near the downtown La Crosse hotels that cost $220. Run down, lousy, migrated accommodations FOR MORE than I could have booked on the Best Western Website.
I have screen shots of the Best Western website's started price, taken a few minutes after booking through Hotwire and being overcharged.
Again: address the fact that I was charged more by Hotwire than a conventional booking. Why would anyone choose a "secret" potentially lousy, hotel if they could pay the same amount booking through the hotels on own website.
If you need two paragraphs to "clarify" the green banners used on your website that state: "Save 51%" than you need to change the website.
It is misleading to consumers.
It doesn't state, "Save around 51%" or "You might save 51%" the banner simply stets: "Save 51%."
Now, address the issue: explain why Hotwire charged me more for my secret, discounted booking than Best Western would have?
[redacted]
Final Business Response /* (4000, 9, 2015/11/11) */
November 10, 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 the hotel Best Western Plus Riverfront. I regret you remain dissatisfied with your Hot Rate(r) Hotel. You feel that you paid more by booking with Hotwire rather than booking directly with the hotel.
As we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demand. Upon completing the booking, you lock in the rate available at the time. I can assure you we work with our US and international partners to get the best rates on hotel reservations. Within 24 hours of booking, if you find a lower rate on another website for an identical booking, we will pay you the difference between the rates. However, as the rate you found was on Hotwire.com and outside the 24 hour window, you are not eligible for the Low Price Guarantee.
As stated prior, we are confident that we offered the lowest price If you are able to produce screenshots validating that you found another site offerings a lower price within 24 hours of booking, I will be happy to review further. Any screen shots you have corroborating a Low Price Guarantee can be emailed to us with a copy of this letter to [redacted]@hotwire.com.

Without this documentation, we are unable to honor your request to review for a refund.
We appreciate your business and look forward to assisting you with this matter.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5, 2015
[redacted]
[redacted] Street
[redacted]
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 Econo Lodge Inn and Suites University, on August 2, 2015 in [redacted]. As stated in your letter, you felt misled by the crossed-out rates provided with the Hot Rate prior to booking. You also stated the hotel was not in the area you were expecting. As such, you are requesting a full refund. 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. Please allow us to clarify how the savings promoted on our site is determined. We strive for clarity on our site. To ensure this 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. Hotwire investigated the rates found at http://www.choicehotels.ca and found them to be $109.92CAD for a similar night's stay.
As Hot Rates(r) are final reservations; we provide all the information necessary to make the best choice to suit your needs. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In your case, the area selected was "Northwest [redacted]". I have confirmed the Econo Lodge Inn and Suites University is located within the green shaded map defining that area.
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, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I felt horribly misled by the enticement to book this hotel the last person who booked this room got the Olympic Village it seemed I had no choice and there was little recourse.
But, since the initial complaint which was based on the cost of the room, there are additional concerns. I am a senior citizen driving alone from[redacted] in ** (11 hours, with stops) and I arrived late. The hotel was actually also a motel and my booked room was in the motel section's most vulnerable area. The alternative I was offered was the most heavily smoked-in space I have been in in years and was in another of the motel sections of the hotel which was a little less accessible.
I arrived at the hotel late into the evening (driving all day from[redacted], **) to find the room was a motel room on the far outside of the building, adjoining the 4 lane major street with a light rapid transit line as well. On the second floor, the room was immediately accessible from the street by a direct staircase and the security lock showed evidence of having been forced in the past, although it had been replaced.
When I indicated I DID NOT FEEL SAFE, the night clerk offered me the only other room a smoking room. I checked the room and was overwhelmed by the smell of smoke. She was most accommodating and offered to fully refund my money. What had promised to be a night of no sleep due to smell or fear was resolved fairly easily at the hotel site. She said that they did not want dissatisfied guests.
I returned in the morning as I had no "paper evidence" of the previous night's agreement. The day clerk checked and a full refund had already been made to Hotwire. He provided me with a letter confirming that they had cancelled and fully refunded (to Hotwire) the booking.
I have heard from Hotwire that they are investigating this but are having difficulty contacting the Econo Lodge (University). I will need to wait up to 10 business days while they undertake their inquiry into what they believed were my concerns. Remember that my initial concerns it seemed that this hotel would not be right for me were not only confirmed but exacerbated by the realities of what I had "agreed" to in taking the unspecified Hotwire deal (lack of safety and "heavy smoking" rooms).
I have replied with the details of my experience upon arrival. I was fortunate to find another hotel nearby with a much mores suitable room; there were no health and safety issues. This hotel is also a Hotwire option but I did not have the option to upgrade at the initial booking.
I am hopeful of a satisfactory resolution. While the conditions at the hotel/motel were not acceptable to me, as I had anticipated and tried to reverse within minutes of receiving Hotwire's confirmation that included the name and location of the hotel, the hotel staff were extremely understanding about a senior travelling alone and arriving late to find neither of the offered rooms to be acceptable in terms of smoking and security.
Now I await and anticipate that Hotwire will return the funds, $103 CDN, to my credit card.
[redacted]
Vancouver, **
Final Business Response /* (4000, 10, 2015/08/09) */
August 9, 2015
[redacted]
[redacted]
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Econo Lodge Inn and Suites University. Specifically, you state that the hotel has offered you a refund for this reservation. As such, you are requesting Hotwire provide you a full refund totaling 103.64 CAD. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Currently you are stating that the hotel has advised that you will receive a refund for your Hotwire Hot Rate Hotel reservation. We have called the hotel and have confirmed that this is what they have advised you.
As the hotel has advised you that you will be receiving a refund we will honor their offer of a full refund totaling 103.64 CAD. 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
Final Consumer Response /* (2000, 12, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for honouring the hotel's commitment to a full refund. I have spent a lot of time on this but am happy with the outcome. The particular rooms available, pre-booked and confirmed as well as non-refundable under the terms for this Hot Rate reservation, were simply not appropriate for me. I do appreciate Hotwire's agreement to resolve this promptly and to fully refund under the particular circumstances.

Complaint: [redacted]I am rejecting this response because: I attempted to resolve this matter via phone, however, I spoke with a supervisor and a Corporate associate and both times the supervisors hung the phone up on me. In no way did any associate I speak with attempt to rectify the situation in anyway. I am well aware of deposits, however, as stated on the phone call, this was not a deposit, this was an additional charge charged to my debit card. The hotel has notified me that I am not the only customer to complain about this and hotwire is aware of these additional charges. This is clearly a case of deceptive practices on Hotwire's end.Obviously, Hotwire does not want to correct the situation and would rather lose a customer. Since Hotwire has made it clear that this will be the last communication, I would like to let it be known that I am rejecting this response from the company.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I find this response completely unacceptable.  You advertise discounted rates but then you can not tell your customers that the parking fees will be the same as the nightly stay!!  This is unacceptable, on top of that the trap people into this rates because once they find out they will be out another 300 bucks for just parking, that you did not disclose, you offer no refund or adjustment.  This is a complete SCAM!!
Sincerely,[redacted]

March 8, 2018
[redacted]
 
Re: Revdex.com Case Number [redacted], Hotwire Itinerary Number[redacted]
Dear [redacted],
 
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in...

Granada, Nicaragua.
I understand you are dissatisfied with your recent hotel reservation, you claim that the hotel was overbooked when you arrived and was not accommodated. As such, you are requesting a full refund.
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer.
 
In review of your account, I confirmed we were able to provide the service by coordinating with the hotel and was informed that the booking indeed was used. The front desk manager at that time informed Hotwire that you did checked-in and used the hotel reservation.
 
Based on the information provided above, I am unable to honor your request to refund your reservation. With that, we also wanted to confirm that we have addressed this matter with you via multiple channels (voicemail, email, phone, etc.). Our position on the matter has not changed, and this will be the final communication on the matter.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
 
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Mar[redacted]
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Springfield, Missouri.
 
I...

understand you are dissatisfied with your reservation. Specifically, your dissatisfaction stems on the condition of your room. As such, you are requesting a cancellation and refund of your reservation.
 
Upon reviewing your Hotwire Account, You contacted Hotwire upon your arrival and I am glad to see we were able to extend an exception to rebook your reservation with Hotwire covering the difference for $25 HD. You opted to wait for the front desk options to resolve your concern. On March 23rd, five days after your check out date, you called Hotwire to request for a refund. You confirmed that you fully used the reservation. You declined our offer when our Hotwire Customer Care offered $25 HD as compensation. I was also able to verify with Hotel front desk [redacted] that the reservation was fully used.
 
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. Because contact was not made to us after your first call within the reservation dates, please understand our options are limited.
 
Per Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you had read, understood and accepted those conditions.
Based on the information provided above, while I am unable to honor a refund for your reservation, please accept my sincere apologies for any inconvenience this situation created along with a credit of 25 HotDollars. Hot Dollars are equivalent to US Dollars and can be used on Hotwire for Hot Rate cars and Hot Rate Hotel. Your credit has a value of one year from the date it will be issued. If you would like to complete crediting, please contact Hotwire Customer Care at [redacted] I have placed notes in your account instructing any agent you speak with to honor this exception.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate Office

August 31, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted]1, Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com...

regarding your reservation with Advantage. I understand you are dissatisfied because of the denial of your Low Price Guarantee claim.
 
Upon review, I confirmed that your claim was denied because your documentation does not reflect the name of the car rental agency. As indicated in our Low Price Guarantee Terms and Conditions, the lower rate must be of an identical booking.
 
In order for us honor your Low Price Guarantee reimbursement, your documentation should reflect the rental dates and times; pick-up and drop-off locations; car type; name of the rental agency and; the total amount of the reservation which includes the taxes and fees.
 
You may send it to[redacted] for review. Please be advised, the review process may take seven to ten business days to process and we will reach out once completed.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/24) */
August 24, 2015
[redacted]
[redacted] Place
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted]:
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your recent booking at the La Jolla Inn, located in La Jolla, CA, for a stay beginning on August 12, 2015. We understand you are looking for a full refund due to the room not sleeping two adults and two children, in addition to the property not being part of a large hotel chain. We regret any frustration this situation [redacted] have caused you.
At Hotwire, there are two types of hotel reservations: Hotwire Hotel Rates and Hotwire Hot Rates. For Hotel Rates, details are provided prior to booking, such as hotel name and location. These types of rates provide more options for consumers with more specific expectations, and [redacted] be refundable. Cancellation policies vary by hotel. You [redacted] find the cancellation policy during the booking process or on the confirmation email we provide after booking.
Hotwire Hot Rates are opaque by design. This allows Hotwire to offer deeply discounted rates in exchange for Hotwire guaranteeing our partners the reservations booked 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-transferrable, non-exchangeable, non-refundable and non-changeable.
Upon reviewing your account, it is clear that you booked a Hot Rate hotel for two adults and no children. When you booked this reservation, the final page of the Hot Rate hotel booking process provided a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
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.
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.
As you booked a Hot Rate, stating only two adults, no children, your booking request was met. We will not be able to offer a refund for this reservation due to the reasons stated above, and previously stated by the Customer Care representatives you spoke with. 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, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue is with the fraudulent advertising. You keep using the word "hotel" and that is what the issue is. I would have been happy with a booking at a hotel as the website stated however I was deceived and when the supposed hotel was revealed it was not a hotel at all it was an "Inn" which is completely unacceptable. If that was the type of establishment I had wished to stay in that is what I would have booked but it was advertised that I would be staying at something of the likes of a hotel chain not some run down "Inn". My concern which I voiced several times prior to my arrival was that it had poor reviews about cleanliness, being outdated and small. I tried on 3 occasions to have this resolved by hotwire customer service right after the booking and each time I was told that I would need to keep my reservations and only after I arrived at the accommodations and if they were really unacceptable would they be able to change my accommodations. We did just that. We arrived at the Inn and every poor review became our reality in the room we were given. We immediately called Hotwire to report this and was told someone would contact us in the morning. We still have never received a return phone call as we were promise, which is extremely poor customer service. We took matters into our own hands and checked out of the Inn and made a reservation at a suitable hotel for the remainder of our stay. I am appalled at the way Hotwire does business. There is simply no concern for customer service and satisfaction. When I googled Hotwire, I was not surprised to see the top searches were about customer complaints and issues. I expect resolution on my issue and will not consider this issue resolved until there is resolution.
Final Business Response /* (4000, 9, 2015/09/08) */
September 8, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],

Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking at the La Jolla Inn for check-in August 12, and check-out August 17, 2015. We understand that you remain dissatisfy with your booking because the hotel is not a chain, and the negative reviews you found about the hotel; as such you are requesting a full refund. We regret any frustrations this [redacted] have caused.
In regards to not receiving a chain hotel, Hotwire actually does not guarantee what hotel you going to be getting when you book our Hot Rate. We provide examples of hotels in the star rating classification -that you selected to give you an idea what type of hotels are in that star rating. We do not guarantee you were getting any of those hotels as it is clearly specify on our website those are examples. To clarify, Inns and hotels don't have different classifications. They are all establishment providing accommodations, food, and drink for travelers. We do not differentiate our hotels based on their location. That is why we provide a map area to let you know you can get any of our hotel partners within the map area provided.
After reviewing your account, we can confirm that you spoke to one of our agents at midnight of August 13, about being provided a full size bed, a tiny bathroom, stain in the floor and no elevator. We called the hotel but we couldn't get hold of them and we advised you to call us in the morning so we can work with the hotel to accommodate you to another room. You never called in after that, therefore we did not have opportunity to help resolve your issues. We also contacted the hotel to verify if they received any complaints from you regarding the room being unacceptable, they verified they did not receive any complaints from you regarding the room. The only information you provided them was that you will be checking-out early because you made a mistake booking online through us.
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. For this reason, reservations are booked as non-refundable and non-changeable
Based on the information above, we are unable to honor your request for refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional.
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, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am growing tired of Hotwires refusal to hear my complaint. They are so scripted in what they are saying instead of actually listening to my complaint and making any attempt to resolve the issue. They information that they have responded with is false and the only effort being made by them is to cover their own butts. I will NEVER use Hotwire again and I will share this terrible experience to anyone who will listen. I am appalled at the lack of care and customer service that I have experienced with this outfit.