Hotwire

Initial Business Response /* (1000, 5, 2015/12/01) */
December 01, 2015
[redacted]
[redacted] CT
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com regarding your reservation with Quality Inn Near Hampton Coliseum. I understand you need an itemized billing of your reservation to get
reimbursed by your company.
The confirmation email you received after making your reservation serves as your receipt for the reservation made on Hotwire.
The charges you received from Hotwire are as follows:
Check-in19-Jul-XX X:XX PM Check-out31-Jul-XX XX:XX AM
Rate per night $55.00
Nights 12
Rooms (1 adult) 1
Subtotal $660.00
Tax recovery charges and fees $187.92
Hotwire Total $847.92
An itemized bill, listing any additional charges that you [redacted] incur will be provided to you, by the hotel, when you check-out. If you have questions about items on the receipt, please discuss them with the hotel.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

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]

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]

March 10, 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 Kill Devil Hills--Days Inn - Oceanfront / Nags Head. I understand you are dissatisfied because of not being able to cancel your booking. As such, you requested a refund.
 
Our records indicate that your reservation was a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.
 
I understand that your plans may change and that is why we strive for clarity during the booking process. On the final billing page which is the same page you enter you billing information, we present a bulleted list of our Hotwire’s Rule and Restrictions and Terms and Conditions. Within those restrictions the following statement is provided:
 
“All bookings are final. (No refunds, no changes)”
 
The insurance offered during the booking path is Trip Protection offered by Allianz Global Assistance. Trip Protection covers unexpected events such as medical emergencies, strikes, natural disasters and bad weather. Hotel Protection does not offer coverage for change of plans due to non-emergency situations. Prior to adding Trip Protection on our site, Allianz Global Assistance provides a link to their Terms of Use. This provides customers booking on our site the opportunity to review specific information regarding their policies and coverage exclusions before booking.
 
Based on that information, we are unable to honor your refund request.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because: As mentioned previously it would not give any details regarding a hotel to simply say that pet fees may apply to all hot rate bookings that are pet friendly. If Hotwire would like to lose my business over a $50 fee then it is their loss and I will not be using them anymore nor will I use any Hotwire associated booking sites. I am not requesting a huge sum or anything that is crazy just for them to add a simple warning to all hotrate hotel bookings that additional pet fees may apply and that I get reimbursed for the $50 pet fee I was charged without any warning.Sincerely,[redacted]

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, 2016/01/12) */
January 12, 2016
[redacted]
[redacted] Lane
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your reservation with Metropolitan Resort Orlando in Florida. I understand you were dissatisfied because the hotel did not have your reservation. As such, you are requesting a full refund.
As stated on your confirmation email, all bookings are guaranteed. Thus, it is no longer necessary to confirm your reservation with the hotel. Once a reservation is booked on our website, the confirmation and our payment details are sent directly to the property. Please be assured we provided payment to this hotel for your booking. 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.
Allow me to assure you this is not typical of what our customers can expect when booking with Hotwire. A full refund in the amount of $126.83 has been credited back to your Visa ending in [redacted] It typically takes 1-2 business days for the funds to return to your account. Furthermore, it is up to your financial institution as to when the funds will be available for use.
Please accept our sincere apologies for the inconvenience this situation created along with a credit of 25 HotDollars. We have applied 25 HotDollars to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) car and Hot Rate(r) hotel reservations. These HotDollars are valid for up to one year, expiring on January 6, 2017.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue has been resolved, and Hotwire has credit refund. Thank You.

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

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

April 13, 2016
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® car...

reservation with Hertz. I understand you are dissatisfied with your booking, specifically because your request to refund the remaining days of your reservation was not honored. As such, you are requesting a refund and an additional compensation.
We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident 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 rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use.
We understand some events are beyond our customer’s control and allow refunds under extenuating circumstances but we do require specific documentation. We would be needing a police report, news article/link or any documents that can validate the claim. You can send it on your most convenient time at [redacted]. This process typically takes 7-10 business days upon receiving the needed documents.
Based on the information above, without valid documents, I am unable to honor your partial refund request.
We appreciate your business and regret your Hotwire car experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

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

Revdex.com, regarding your reservation with Budget, booked for pick-up at the [redacted], ** location on September 9, 2015 at 10:00 a.m. We understand that you are seeking a 50 dollar credit, as your Hotwire reservation was not honored and you had to book direct with the agency at a higher rate. We regret any inconvenience this [redacted] have caused.
On review of your account, we see that you contacted Hotwire on September 9, 2015, stating that the reservation was booked for the wrong location. The agent you spoke with offered to cancel your current reservation and assist you in booking a new reservation for the correct location. Our records show that you declined, as the rates were higher at the airport location.
To better understand the issue, we contacted Budget directly and spoke with Sarah. She advised us that they were unable to honor the original reservation because you attempted to pick up the vehicle at the O'Hare International Airport, rather than the [redacted], ** location. Please understand car rental rates are higher at airport locations, as are the taxes and fees. Budget was not able to honor the reservation and rate you booked for the off-airport location, but had you gone to that location, the reservation would have been useable as booked.
In consideration of the above information, we are not able to honor your request for a credit to your account.
We appreciate your business and hope to assist 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, 7, 2015/05/21) */
[redacted] 21, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau concerning your reservation with the Best Western Plus Fredericksburg, TX. We understand that you were unable to use this reservation for medical reasons, you are asking Hotwire to waive the paperwork requirements, and provide you with a full refund. We regret any concern or inconvenience this situation [redacted] have caused.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners payment, and that the reservations will be used as booked. It is for this reason that Hot Rate reservations are booked as non-refundable and non-changeable. However, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances.
When you contacted Hotwire to request the cancellation and refund of this reservation, you were informed that we do have procedure in place in the event of a medical emergency. The reservation is put into a status that we call "pending review," the reservation is cancelled with the hotel, and the refund is on hold "pending review" of documentation to support the reason for cancellation. The agent obtained your permission put the reservation into the aforementioned status, and an email was generated informing you of the documents needed and where to send them; this was sent to the email address that is associated with your Hotwire account.
The documents we have received thus far did not meet the requirements in order to provide you with a refund. Should you wish to submit additional documents, we will be happy to revisit this issue, and review for a possible refund.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 12, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Hotwire,
I understand you have strict protocol guidelines by which you have to abide. Seeing as I have tried to give you the proper documentation and the Dr./Hospital says hat is all the information they can give with an Emergency Appendectomy. I do not see how you can not give me a full refund. Furthermore if you would call [redacted] and speak to her she could confirm that. I don't see how you can just look at a piece of documentation from a Hospital and not see that it is credible. I sincerely wish you would reconsider this request.
Final Business Response /* (4000, 15, 2015/06/04) */
June 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
RE: Revdex.com Case # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear Mrs. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Best Western Plus Fredericksburg, TX. Specifically you are asking for us to give you a refund totaling $111.05 because your friend was in the hospital. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
As you know we typically do not allow any kind of change, exchange, or cancellation on our Hot Rate bookings. We are able to get you amazing rates because we guarantee our partners that the reservations will be used as booked. However we do understand that sometimes events that are out of your hands do occur, because of this we did offer to refund your reservation after we received valid documentation. You agreed to provide the requested documentation with dates, signature, and your relation to the person that was hospitalized; discharge papers do not contain the required information.
Based upon the information above and our previous correspondence we are unable to honor your request for a refund with the information that has been provided. If you are able to find or acquire the requested documentation please fax it to XXX XXX XXXX. 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

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, 2015/05/31) */
[redacted] 31, 2015
[redacted] Park Road Apt. [redacted]
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns sent...

through the Revdex.com, regarding your reservation at the Doubletree [redacted] City that was scheduled for the night of [redacted] 8, 2015. We understand you are seeking a refund for this reservation, as it was booked for the wrong dates. We regret any frustration or inconvenience this situation [redacted] have caused, and we appreciate the time you took to express your concerns.
Please understand that at Hotwire, we obtain our deeply discounted Hot Rates by guaranteeing payment to the hotel, and that the reservation will be used as booked. 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 provide refunds for Hot Rate reservations.
We do understand sometimes mistakes are made, and we can allow for refunds under certain circumstances. Had you contacted us right away, we [redacted] have been able to assist you with this matter. As a week had gone by before we were contacted, the payment to the hotel for this reservation had been processed. As per our conversation with the hotel, they are not allowing a refund, as the room had been held open for you. In the future, should an issue such as this arise; we ask that you please contact us immediately.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I physically went to the hotel the morning of 05/08/2015 and spoke with the individual at the front desk. I did not contact Hotwire, because I was under the impression that the situation was resolved.
I did not contact Hotwire until I saw the charge on my credit card statement. At that time, I only contacted Hotwire, because I thought there was a mistake on their behalf.
This is when I was notified that the hotel did not properly cancel the reservation.
Final Business Response /* (4000, 9, 2015/06/10) */
June 10, 2015
[redacted] Park Road Apt. [redacted]
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted],
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your reservation at the Doubletree [redacted] City. We understand you are seeking a refund for this reservation, as it was booked for the wrong dates. Thank you for continuing to allow us to address your concerns.
Please understand that at Hotwire, we obtain our deeply discounted Hot Rates by guaranteeing payment to the hotel, and that the reservation will be used as booked. 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 out Hot Rate reservations are non-changeable.
After reviewing your situation further we have decided to offer an exception and refunded your reservation. We have processed this refund back to your Visa ending in 2902 on June 10, 2015 in the amount of $88.31. While we process our refunds immediately, it is up to your financial institution's policies on when the credit will post to the account. Please allow 1-2 business days for the credit to appear on your billing statement.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (2000, 11, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Neither Hotwire nor Doubletree Hotel initially wanted to assist in this situation. After reaching out to both parties several times, there was not assistance provided.
I am extremely happy the Revdex.com could assist in this matter. Had I not contacted Revdex.com I believe both parties would have continued to ignore my claim.
I am glad I am finally receiving a refund, but also believe Hotwire and their counterparts should have better lines of communication.

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, 2015/10/19) */
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, 2015/06/29) */
June 29, 2015
[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 Ramada Odessa, and the authorization hold put on your funds during the booking process. You also mention the extended time spent on hold waiting to speak with a Customer Care associate. We regret any frustration or inconvenience this [redacted] have caused
First we would like to apologize for any long waits you have encountered when contacting our Customer Care department, we are experiencing high call volumes which are driving the long wait times.
With regard to the holds placed on your funds, we can assure you; we did not debit the funds from your account until the reservation was finalized. When using a credit card to make a purchase, one of the first checks the system makes is to verify that the identification information matches, and that the funds are available; this is before the actual charge goes through. Many financial institutions will place these funds on hold, expecting to receive a final bill for that amount. These authorization holds should automatically expire after a few days as determined by your financial institution, and the funds are returned to available status. We understand that this can create a hardship for some users, and we are happy to assist in the immediate release of these held funds if contacted on our 24-hour support line, 1-866-HOTWIRE (XXX-XXXX).
We appreciate your business and hope we have the opportunity to better serve your travel needs in the near future. We place great value on your feedback. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Complaint: [redacted]I am rejecting this response because:
The form letter response from Hotwire shows that they did not clearly read my complaint and is indicative of their previous responses.  They state that they want so show "clarity" in their pricing.  They did not.  The price quoted INCREASED after I selected confirm and I was NOT given the opportunity to reject the increase.  This is a deceptive marketing practice and goes against their stated response.  They increased the price without any opportunity for me to decline the increase and in fact charged an amount that was higher than their quoted rate.  The attachments, obtained by pressing the "back" button on the browser shows that the rate increased from when I was originally quoted to the confirmed rate. 
As stated, the rate went up by $4.59 WITHOUT THE OPPORTUNITY TO REJECT THE INCREASE.  This is contrary to the stated response from Hotwire.
I am not satisfied with their response and it is factually incorrect and just a standard boiler-plate response to any question.Sincerely,[redacted]

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

April 13, 2017
 
[redacted] dr [redacted] GA [redacted]
 
In response to Revdex.com Complaint ID 1[redacted]3, Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Econo Lodge Inn & Suites Marianna. I regret you remain dissatisfied with the previous information we provided.
 
As previously mentioned, when booking with Hotwire, customers can expect a clean room in working order. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, you can contact us for help. Upon review, there were no contacts made to Hotwire. As such, we did not have the opportunity to help out at that time.
 
Based on the situation, we feel that the 75 HotDollar credit is an adequate compensation in regards to this matter. Our decision to not honor your refund will remain final.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted] 
Customer Care Relations
Hotwire Corporate Office