Hotwire

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

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]

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, 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.

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]

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, 2015/08/02) */
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

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, 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

(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]

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

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.

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

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

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, 2015/07/22) */
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].

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

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

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

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