Hotwire

Complaint: [redacted]
I am rejecting this response because:I read the last response from hotwire, its a too bad that at the very least they admit in making an error on their web site about the insurance cost since it is being offered on their web site. I also understand, and was reminded more than once, that a refund is not permitted however I thought that since they caused such an issue & clearly did not advertise the on their website the correct pricing for the insurance they would have done the honorable thing & offer a refund for inconvenience. They really never addressed my issue just kept on hammering the point of a non-refund. It saddens me to know that there are businesses out there whom do not make customer service their priority even when they say they do.All I can do is pass on my dissatisfaction to others. I also hope that the Revdex.com places this on their web site to warn others of the poor service received from this company.Thanks.
Sincerely,
[redacted]

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.

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

(The consumer indicated he/she DID NOT accept the response from the business.)This is more of the same lack of attention or concern on Hotwire's part. One, this dispute has nothing to do with the Lincoln Motel, wherever that is, as stated in their response. I've documented many times this complaint is about the Holiday Inn Express (HIE) in [redacted]. Secondly, at the bottom the business response section, Hotwire states they will not provide a refund. I never asked for a refund but rather a credit to be applied to future Hotwire bookings. I've never had issues with them before and would use them again in the future if they make this situation right.I asked for hotel switch well before the trip and stated my concerns with the validity of their star ratings for the HIE. In their response, the cite the same chapter and verse about Expedia's star rating system. I had this discussion over email and the phone with Hotwire. I'm very familiar with the policy and documented in writing directly from and with a link to the Expedia site, back in December 2015, specifically how they defined a 3.5 star hotel, which is what they claim the HIE is...Many of these hotels feature multiple restaurants, uniformed bell staff, and enhanced lobbies with upscale decor and live plants. Most properties feature upgraded guestroom decor, large desks paired with comfortable workstation chairs, and TVs housed in armoires. Amenities may include larger bathrooms, incandescent lighting, and stone counters.This is NOT in line with the inarguable budget offerings from HIE. What they offer is in line with a 2 star hotel...These budget properties offer clean accommodations. Most offer 24-hour reception, daily housekeeping service, TVs, telephones, clothes racks or small closets, and private bathrooms--possibly with showers only. On-site dining is usually limited to a Continental breakfast.I also sent them links to the HIE website which clearly lines up with the 2 star rating. This is where the give themselves wiggle room with the ratings though because they are then adjusted, reportedly, based on customer feedback. Just because someone may rate their budget hotel a 4 star experience because it met expectations, it does NOT transform the property from a 2 to 3.5 star rating. Interestingly enough, the HIE logo is clearly displayed on the Hotwire site as properties in the 2.5 and 3 star categories and is nowhere to be found on the 3.5 page. Yes, there is no guarantee you get one of the hotels in the logo'd section but IHG, who owns Holiday Inn, also owns both Hotel Indigo and Crowne Plaza, two of the other prominent chains listed under Hotwire's 3.5 star group. IHG would even tell you those two hotels are targeted to different travelers and provide higher level service and amenities than does the HIE brand. In fact if you go to the IHG website and review their brands, they are listed in descending order with HIE at the bottom given it's budget, express nature... [redacted]This could have been resolved long ago but Hotwire showed and continues to show little to now interested in a fair resolution for a long-time customer. They actually offered a nominal credit of $25 when I called support, which I rejected, and now they offer nothing? It's a pretty clear case of misleading consumers and then conveniently falling silent and not making a good faith effort to resolve fairly. Ironically, the other hotel booked through Hotwire was quite good and totally consistent with the rating, so no complaints. But speaking of resolution, here's what I propose as a middle ground solution per Revdex.com's suggestion: A 2/3 credit for HIE hotel fees, excluding taxes and other local fees, to be valid for 6 months when booking other Hotwire offerings. That's beyond fair at this point.Regards,[redacted]

Actually, I did contact Hotwire via e-mail about this booking after I spoke with Hotwire over the phone on July 3. I emailed twice and Hotwire failed to respond to my emails. To say that I did not contact Hotwire after our phone conversation is simply untrue and a blatant lie. I have attached my emails above. Also, I copied and pasted my emails below.
 
Furthermore, I did not agree with the Hotwire customer representative. She was not even a Native American English speaker. While on the phone with her, there were no other Hot Rate Hotels in Ioannina. As a company, you should be bound by what you offer and you failed to provide me a hotel in the shaded area. This is deceptive and clearly false advertising. In your previous response, you mentioned it was "a little" away from the shaded area. It does not matter it was "little" or far away, Hotwire failed to provide a hotel in the shaded area and that's what I paid for. I immediately called Hotwire, but your rep continuously said that I was wrong about the location. Other hotels that you advertised did not meet my needs. Instead of acknowledging your mistake, you attempted to get more money out of me by pressuring me to purchase a hotel not advertised as a Hot Rate. If you gave me my money immediately, I would have not gone to [redacted] Hotel in the first place. Hotwire made the mistake, not me.
I am looking forward to your response. I may consider additional avenues of support if you are unwilling to provide the necessary refund/credit. Thank you
 
 
[redacted]
Jul 6 at 10:26 AM
To
Hotwire Inc.
Message body
Hello,
According to the Hotwire rate highlighted region, the five star hotels with a pool are-Grand Serai Congress and Spa, and also Hotel Du Lac Congress Center and Spa. When I did the booking, I should have received a booking from one of those hotels because they are in the highlighted area. [redacted] Hotel is not in the highlighted hot rate area. I would appreciate a response immediately via email. I am leaving for Greece soon. Thanks
[redacted]
I am very concerned about the below reservation. I have called customer service, and unfortunately my concerns were not immediately addressed. This hotel-Epirus Palace Hotel is not in the shaded hot rate area. My understanding when I booked was that the hotel would be in the shaded area. This is deceptive and deceiving to the consumer. Here is a map of the hotel directly from your website-[redacted]
This is the shaded area-
Save big with Hotwire
https://www.hotwire.com/hotels/results/Ioannina%2520Castle%252C%2520Ioannina%252...⇄
IT IS NOT IN THE SHADED AREA!!!!!!!!!!!
When I booked this reservation, I paid for a hotel in the shaded area. I expect all of my money to be returned. As of 12:32 am, there have not been any changes to your website. You are liable for this mistake. I want all of my money to be credited back to my credit card immediately. I will take further action if my concerns are not addressed immediately. Thank you
----- Forwarded Message -----From: Hotwire Booking Confirmation <[email protected]>To: [email protected] Sent: Monday, July 3, 2017 11:33 PMSubject: Your stay in Ioannina on 07/23 is confirmed
Complaint: [redacted]I am rejecting this response because:Sincerely,Vasiliki Ballios [redacted]

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.

March 29, 2017
 
[redacted], MA [redacted]
 
In response to Revdex.com Complaint ID [redacted] Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with [redacted] and the Revdex.com regarding your hotel reservation with Americas Best Value Inn - Hyannis. I regret you remain dissatisfied with the previous information we provided.
 
The recommend percentage for Hot Rate® and retail hotel bookings can be different as the experience, starting with the booking process all the way through to the rate paid for the room, is different. The recommended percentage data we provided at the time of booking was the data available for travelers who stayed at this hotel via the Hot Rate® booking option.
 
Based on the information above, we are unable to honor your refund request.
 
We appreciate your business and regret your [redacted] experience was anything less than exceptional.
Best Regards,[redacted]Customer Care Relations[redacted] Corporate Office

Complaint: [redacted]
I am rejecting this response because:All hotel booking website clearly states the additional charge which consumer needs to pay at the Hotel/Motel etc or include in the total charge during booking. In case of Hotwire , normal booking of hotel [not hot-rate] , it does clearly show the additional charges/fee upfront before booking. Similarly,In case of Hot Rate Hotel, it should have included the additional hotel fee in the rate and thus the consumer would have opportunity to make proper decision. It never communicated before booking or after booking .Thus in my case if I had known about the additional charges, I would have opted for other competitive hotel or other websites like [redacted] , [redacted] etc.. Here the additional charge which the hotel/motel would have levied to the consumer was never communicated while booking as well as after booking. Thus consumer would only know about the additional charge once they arrive at the hotel and during check in. This is fundamentally flawed. Imagine going by your rule, Hotel/Motel would levy any additional exorbitant charges during check-in stating that's their policy and consumer would be taken for ride. In my case,the charges the motel levied to me during check-in was stated as "surcharge fee" ..I am still not clear which category it falls under...I am attaching the screen print out of the hotwire page during booking where the bullet points never mentions about the additional charges which I need to pay during checkin..Also attaching the final receipt mailed to me where I have been already charged 22.34$ as Taxes and fees in the total bill and there is no mention about this additional surcharge fee .Thus its fundamentally flawed in case of hot-rate booking. Hotwire need to compensate me and correct their process in case of Hot-Rate booking.
Sincerely,
[redacted]

May 3, 2017 [redacted]   In response to Revdex.com Complaint ID [redacted], customer e-mail address [redacted]   Dear [redacted],   I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel...

reservation. I understand you are dissatisfied with your booking for not being able to cancel it after you found a less expensive hotel room.   I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information:   - First and last name of the Primary guest. - Email address used to complete the reservation. - 10-digit Hotwire Itinerary Number.   Once we receive this information, we will be more than happy to research further.    Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/24) */
November 24, 2015
[redacted]
[redacted] Way
[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 Embassy Suites at Logan Airport in Massachusetts. I understand you are dissatisfied with your recent hotel booking because of the issues you encountered upon check in. As such, you are requesting one night refund.
After reviewing your account, I confirmed your reservation was for November 1 to 3, 2015. I understand you were able to stay for the first night but later found out that the hotel does not have the record of your booking for the second night.
If you obtained alternate accommodation for the second night with a different property, we will be able to evaluate your situation for additional compensation. In order to do so, we require a copy of the hotel receipt as well as the copy of the credit card statement confirming the hotel charges. Upon receipt, we will be able to fully verify and apply appropriate compensation. At your earliest convenience, please send it as email attachment at [redacted]@hotwire.com.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted].
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
I stayed at the same hotel the second night after I had to work with Hotwire customer service and they faxed over the confirmation. The mistake as I believe it to be was your system did not communicate with the Embassy Suites system. I had to call customer service the first night to have Hotwire fax over the correct information. Unfortunately, when the Hotwire employee faxed over the first set of information it only had my room for 1 night instead of the 2 nights I paid for. I then was locked out of my room the 2nd night and again had to work with Hotwire customer service who faxed another form for this to be resolved. Each time this took me approximately 30 minutes standing at the front desk before I could get my room. The final straw was when I spoke with the customer service manager about my situation he advised me to try and get compensation from the hotel! I had to explain that I didn't pay the hotel, I paid Hotwire, and the issue was not the hotel, but Hotwire since the system to communicate my reservation didn't work and then the employee who was supposed to fix it made more mistakes.
Final Business Response /* (4000, 9, 2015/12/14) */
December 14, 2015
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Embassy Suites at Logan Airport. I understand you are unhappy with your recent hotel experience as the hotel did not have a record of your reservation for the 2nd night. We apologize for the inconvenience this has caused you.
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 non-refundable and we do not have access to a reservation to make changes once it is finalized.
I can assure you this is not typical when booking with Hotwire. I recognize you stayed at the same hotel for the 2nd night. As previously instructed, if you paid the hotel directly for the 2nd night, please send in a copy of the hotel receipt including a copy of your credit card statement confirming the hotel charges. Once received, we will review further and provide appropriate compensation. Kindly send it as email attachment to [redacted]@hotwire.com.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted] C.[redacted]
Customer Care Relations
Hotwire Corporate Office

Final Consumer Response /* (2000, 11, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16, 2015
[redacted] Lane
[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 Greenwood Suites in Anaheim, California. We understand that you are dissatisfied with the level of savings on this reservation. You also state you found a lower rate on the hotel site, and that this is a lower-rated hotel. As such you are seeking a full refund. We regret any concern or frustration 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 during the booking process, and 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 attempted to find the lower rate as your letter stated, and were unable to access the hotel site. As the lower rate was found within 24 hours of booking, per our Low Price Guarantee, we would refund you the difference in rates. If you were able to capture a screenshot of the lower rate you found, we invite you to print and fax this to X-XXX-XXX-XXXX. We will be happy to review for a possible refund of the difference in rates. The screenshot should include the name of the hotel, dates of stay, number of rooms and number of guests. Please include your name and itinerary on any fax, to insure we are able to identify the correct reservation.
With regard to the reviews you have found about the Greenwood Suites, our hotel partners assure us they will provide you with a clean and safe room. If there are concerns with the hotel on arrival, we ask that you call us immediately, so we can work with the hotel to meet your needs.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above, we will not be issuing a refund. We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

April 13, 2017
 
[redacted], IN [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 Hot Rate® hotel reservation with Motel 6 Indianapolis - Southport. I understand you are dissatisfied with your booking because you feel that the property is not comparable to the hotel brands we listed at the time of 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. This is why Hot Rate® hotel bookings are non-refundable. At Hotwire, we strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). For our Hot Rates®, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 2.5-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservation. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. We also offer select independent hotels not listed.
 
Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help.
 
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

Initial Business Response /* (1000, 5, 2015/08/02) */
August 2, 2015
[redacted]


[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your correspondence...

with Hotwire and the Revdex.com regarding your Hot Rate Hotel booking at the La Quinta Inn & Suites Warwick Providence Airport. Specifically, you are stating that you need a refund due to a family members medical emergency; as such, you are requesting Hotwire provide you with a full refund totaling $194.00. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
At Hotwire, one of the ways we obtain our deeply discounted Hot Rates is by guaranteeing our partners that 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 have procedures in place in the event of a medical emergency. Documentation on medical letterhead, signed by a doctor must be faxed to us at (XXX) XXX-XXXX stating that the dates of hospitalization overlaps with your dates of travel or that your traveling will cause the condition to worsen, we also request that you include your itinerary number so our research team knows what account and reservation this is for. Once we receive this documentation our research team will determine if you qualify for a refund.
Based on the information above we will not refund this reservation until valid documentation is received. 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

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]

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22, 2015
[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 though the...

Revdex.com, regarding your hotel reservation at Hotel Zalmedina checking in June 24, 2015. We understand that you are concerned about your refund check, that you should have received. We apologize for any frustration this [redacted] have caused.
After further review we have found out that we will be reissuing you a new check. We will be sending it to the address provided earlier. We do apologize that this has taken so long to resolve, and thank you for your patience in this matter.
We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response for two reasons:
FIRST REASON: Parts of the letter DO NOT REFER TO MY COMPLAINT:
- The letter is addressed to a "Mr. [redacted]", my name [redacted] Yolima [redacted]
- In the letter they talked about a hotel "[redacted]". I do not know this hotel. If you read the original complaint, the problem was that I made a reservation for NH [redacted], when I arrived there were no rooms available, and I was send to Sofitel. I was charged the price of NH by Hotwire, and I was asked to pay for Sofitel directly and told that I was going to receive a reimbursement. I have not received this reimbursement in more than 1 year.
- The letter refers to a checking date of "June 24, 2015", which is incorrect. The checking date of the situation I am complaining about was April 19, 2014.
- The itinerary number in the top of the letter is correct: XXXXXXXXXX, and every time I call Hotwire's customer service they are able to locate my reservation with this number. I do not understand the reasons behind the errors in the response letter.
2ND REASON: In the response letter, they say they are going to send me a new check but they don't mention when, or the amount. Since the entire letter is full of errors, and does not describes my situation, I am not confident they will send the check. The check has to be for 350 euros.
I have the e-mail and documents proving that Hotwire promessed me this reimbursement.
Thank you very much,
I appreciate your advice in the matter.
Best regards,
[redacted]
Final Consumer Response /* (2000, 10, 2015/07/30) */
Dejar Sir or Madam,
I received today the check for 350 euros from Hotwire.
Thank you very much, I really appreciate your help.
Best regards,
[redacted].

Initial Business Response /* (1000, 5, 2015/08/06) */
August 6, 2015
[redacted] N [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 Super 8 - N Myrtle Beach / Barefoot Landing Area on August 10, 2015 in Myrtle Beach, South Carolina. We understand that you are requesting to cancel your Hot Rate(r) hotel reservation because of concerns about the property, and are seeking a refund for this booking. We regret any frustration this situation [redacted] have caused.
At Hotwire, we are committed to providing our customers with a quality experience and strive to present an accurate, up-to-date star ratings guide.
We determine our star ratings by:
- Starting with the Expedia star rating.
- Soliciting customer feedback following every stay and adjusting our ratings accordingly.
- Investigating and acting on customer rating concerns.
Because Hotwire sends a Post-Stay Survey to all guests our recommendations and star ratings can change very quickly. Even though the percentage of guests recommending the hotel has slipped since your booking, Hotwire promises you will stay with one of our trusted hotel partners in a clean room in working order.
At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Hotels do not offer refunds for Hot Rate(r) reservations, because once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not.
Because of the above reasons, Hotwire will not be exchanging or refunding this hotel reservation.
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.
We appreciate your business and would like to thank you for choosing Hotwire for your travel needs.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 12, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire's response outlined how they classify their hotels' star rating. However, I am not disputing the hotel's star rating.
My complaint is the following:
When I purchases my hotel through the blind booking system, I was provided with hotel ameneties, customer feedback rating, and star ratings. The customer feedback rating was listed that 100% of HOTWIRE customers would recommend this hotel. ( please see screenshots attached , the 100% rating is in green). When I booked my hotel, I believed this information to be true, and I booked the hotel based on customer feedback. However, once I booked the hotel and was able to see the name,I was able to see on the HOTWIRE site that the hotel did not have 100% rating as they suggested, instead, HOTWIRE showed that the hotel was only 76% recommended ( please see screenshot attached. The 76% is on the right hand side). Hotwire stated that feedback fluctuates, however, several negative reviews were left prior to the time of my booking. ( please see screenshot and notice dates of July 2015). With these negative reviews being posted prior to my booking, and several more like them, it would be impossible for the customer feedback rating to be 100% at the time of my booking.
I feel that Hotwire misrepresented this hotel prior to my booking by stating that it had 100%,customer recommendation based on hotwire reviews when it clearly did not.
Final Business Response /* (4000, 15, 2015/08/17) */
August 17, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking at the Super 8 on August 10, 2015 in Myrtle Beach, South Carolina. We understand that you are concerned with the discrepancy displayed between our standard hotels and our Hot Rate Hotel reservations. As such you are requesting that we provide you with a full refund. We regret any frustration this situation [redacted] have caused.
Here at hotwire we take our customer feedback very seriously; in regards to customer reviews we have two different types' Hot Rates and regular bookings. The Hot Rate bookings are 100% Hotwire customer reviews. However when you do a search using the name of the hotel this data base is combined with our partners to provide the best rates possible and because of this we do incorporate their customer reviews into that portion of our site as well which will on occasion cause a discrepancy between the two recommendations that are shown.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

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

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]

Initial Business Response /* (1000, 7, 2015/07/09) */
July 9, 2015
[redacted] E. [redacted]
XXXXX [redacted] Road
[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, regarding your Hot Rate car rental reservation with Hertz, scheduled for pick-up at the Tampa International Airport on September 26, 2015. We understand that this reservation was cancelled with Hertz, and as such you are requesting a refund, and that the HotDollars used to book this reservation be transferred back to your account. We regret any concern or frustration this situation [redacted] have caused.
In an attempt to be as thorough as possible, we contacted the agency again to verify that the reservation had been cancelled, and by whom. We spoke with [redacted] at the Tampa Airport Hertz location, and Hero at the Hertz corporate office, both of whom confirmed that the reservation has been reinstated, and stands as originally booked. The car will be available for your use at the scheduled pick-up date of September 26, 2015.
Hotwire services two types of car rental reservations: Hotwire Hot Rates and Hotwire Retail Rates. With Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Retail Rates can be cancelled at any time without penalty. Our Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundable. We confirmed the type of rental you booked is a Hotwire Hot Rate.
For our great low Hot Rates, we obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as booked, they are willing to offer reduced rates. Once a reservation is confirmed on the Hotwire site, the details of your booking and our payment information is sent directly to the rental agency.
Per the Hotwire Terms of Use, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
In consideration of the information above, we are not able to honor your request for a refund.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
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, 9, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The next day, your rate was significantly cheaper $12 a day to $2.95 a day, for the same car. I called a Hotwire Rep. and he stated that I had 24hrs to cancel and that he would cancel it, but my Hotwire cash would not be refunded immediately. As you stated in your response, you stated the reservation was cancelled and by whom...the whom is your Hotwire Rep. We the customer can not cancel it. He did it within a 24 hr time period. You can not cancel my reservation and then re-book it, at a later date, without my authorization on my credit card. I have talked to Hertz Corporate, and stated that indeed Hotwire Rep. did cancel it. Deeply discounted...within a 24hr period it went from $12 a day to $2.95 per day. Bait and switch???? I want my credit card refunded and my Hotwire Dollars also refunded, as this was previously cancelled.
Final Business Response /* (4000, 16, 2015/08/05) */
August 5, 2015
[redacted]
XXXXX [redacted] Road
[redacted], [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 booking with the Hertz car rentals. We understand that you are asking for a refund for your Hot Rate(r) car rental, because you believe it was cancelled by Hotwire. We regret any frustration this situation [redacted] have caused.
At Hotwire, we are committed to getting you the best deals possible. Because of the extremely low rates offered by our car partners, refunds, exchanges, transfers or changes are not available. Our partners are able to offer Hotwire these great rates only if customers guarantee that they will use the originally booked reservation. This enables our partners to better manage their unsold inventory. Hotwire does not contact our partners asking for a cancellation, because this would be a breach of contract with our suppliers.
Hotwire did reach out to Hertz to see if there would be an exception in this case. The Hertz representative tells us the only cancellation request in the reservation is from [redacted], who is listed as a driver. Initially they did consider a cancellation, but as it is a prepaid reservation, they determined this booking is non-refundable.
We make an effort to exceed our customers' expectations and have considered all of the information you provided, however, Hotwire's Hot Rate(r) car rentals are booked as non-refundable and non-cancellable. Hotwire will not be cancelling or refunding this reservation.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 18, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, again, my husband DID NOT cancel the reservation. AGAIN, my Capital One Credit Card Rep, your Hotwire Customer Service Rep, [redacted] and I were on a RECORDED phone conversation with Hertz Representative, who in fact, did state, that your Hotwire Rep did in fact cancel the reservation. It was also confirmed that again, approximately 2 weeks later, Hotwire REINSTATED the reservation, after it was cancelled. Hotwire is the only one who can cancel the reservation. Stop you lying and refund me my money, my Hotwire Bucks, and give me the rate of 2.72 per day for the same car that you advertised immediately after we booked. These lies are unreal and [redacted] your rep, even pulled the same trying to say my husband cancelled, while I and my credit card rep was on the phone. My credit card rep, then called Hertz, and was verified to all three of us, that Hotwire cancelled it, not my husband. My husband would never do something like that. So your company seems to lie quite a bit.

Initial Business Response /* (1000, 5, 2015/11/02) */
November 2, 2015
[redacted] Street
[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 Wesley Inn & Suites in Connecticut. I understand that you are dissatisfied with your recent hotel reservation because the condition of the room fell below your expectations and t and of the issues you had with the Frontdesk when trying to check-in. As such, you requested a refund.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review.
After reviewing your account, I confirmed that you contacted us on October 12, 2015. Because contact was not made to us until after the reservation dates, please understand our options are very limited. Regardless, we still made a contact with our hotel partner, we talked to Sures, who stated that there were no complaints made directly to them.
Based on that information, I am unable to honor your request for refund.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I called Hotwire right from the hotel reservation desk, I was not able to talk to anyone and I can provide copy of the call record. This person at the hotel made clear to us that there was nothing more available, and basically, he was doing us a favor by giving us what they call a room.I find concerning that Hotwire is not seeing the problem here. We were forced to be in that discusted room because he said they did not have anything else to give us. We were bitten by bedbugs ( I can sen pictures of my husband's condition). No living creatures shiuld ever be allowed to "sleep" in an space like that. Yes, we do deserve our money back.
Thank you.
Final Business Response /* (4000, 9, 2015/11/22) */
November 22, 2015
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation in Middletown, Connecticut.
I regret you remain dissatisfied with your Hot Rate(r) Hotel as brought by your complaint on the cleanliness of your hotel room.
As previously mentioned, 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 at 1-866-HOTWIRE (XXX-XXXX) for further review. Our associates are available 24/7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
Because contact was not made to us before leaving the hotel property, please understand our options are limited.
In review of your account, I confirmed that the first contact made to our Customer Care was on October 12, 2015, a fews days after you checked out. To further verify the situation, we called the hotel and spoke with Sures who indicated that no complaint was brought to their attention regarding the cleanliness of the room during your stay. Because contact was not made to us before leaving the hotel, please understand our options are limited.
We remain confident our business model is meeting the needs of our company's goals. Based on the information above, my decision has not swayed.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office