Hotwire

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5, 2015
[redacted]
[redacted] Street
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the Econo Lodge Inn and Suites University, on August 2, 2015 in [redacted]. As stated in your letter, you felt misled by the crossed-out rates provided with the Hot Rate prior to booking. You also stated the hotel was not in the area you were expecting. As such, you are requesting a full refund. We regret any concern this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Please allow us to clarify how the savings promoted on our site is determined. We strive for clarity on our site. To ensure this we provide the following disclosure at the bottom of our site:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
We are confident that Hotwire has the lowest rates available, backed by our Low Price Guarantee. If, within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates. Hotwire investigated the rates found at http://www.choicehotels.ca and found them to be $109.92CAD for a similar night's stay.
As Hot Rates(r) are final reservations; we provide all the information necessary to make the best choice to suit your needs. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In your case, the area selected was "Northwest [redacted]". I have confirmed the Econo Lodge Inn and Suites University is located within the green shaded map defining that area.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I felt horribly misled by the enticement to book this hotel the last person who booked this room got the Olympic Village it seemed I had no choice and there was little recourse.
But, since the initial complaint which was based on the cost of the room, there are additional concerns. I am a senior citizen driving alone from[redacted] in ** (11 hours, with stops) and I arrived late. The hotel was actually also a motel and my booked room was in the motel section's most vulnerable area. The alternative I was offered was the most heavily smoked-in space I have been in in years and was in another of the motel sections of the hotel which was a little less accessible.
I arrived at the hotel late into the evening (driving all day from[redacted], **) to find the room was a motel room on the far outside of the building, adjoining the 4 lane major street with a light rapid transit line as well. On the second floor, the room was immediately accessible from the street by a direct staircase and the security lock showed evidence of having been forced in the past, although it had been replaced.
When I indicated I DID NOT FEEL SAFE, the night clerk offered me the only other room a smoking room. I checked the room and was overwhelmed by the smell of smoke. She was most accommodating and offered to fully refund my money. What had promised to be a night of no sleep due to smell or fear was resolved fairly easily at the hotel site. She said that they did not want dissatisfied guests.
I returned in the morning as I had no "paper evidence" of the previous night's agreement. The day clerk checked and a full refund had already been made to Hotwire. He provided me with a letter confirming that they had cancelled and fully refunded (to Hotwire) the booking.
I have heard from Hotwire that they are investigating this but are having difficulty contacting the Econo Lodge (University). I will need to wait up to 10 business days while they undertake their inquiry into what they believed were my concerns. Remember that my initial concerns it seemed that this hotel would not be right for me were not only confirmed but exacerbated by the realities of what I had "agreed" to in taking the unspecified Hotwire deal (lack of safety and "heavy smoking" rooms).
I have replied with the details of my experience upon arrival. I was fortunate to find another hotel nearby with a much mores suitable room; there were no health and safety issues. This hotel is also a Hotwire option but I did not have the option to upgrade at the initial booking.
I am hopeful of a satisfactory resolution. While the conditions at the hotel/motel were not acceptable to me, as I had anticipated and tried to reverse within minutes of receiving Hotwire's confirmation that included the name and location of the hotel, the hotel staff were extremely understanding about a senior travelling alone and arriving late to find neither of the offered rooms to be acceptable in terms of smoking and security.
Now I await and anticipate that Hotwire will return the funds, $103 CDN, to my credit card.
[redacted]
Vancouver, **
Final Business Response /* (4000, 10, 2015/08/09) */
August 9, 2015
[redacted]
[redacted]
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Econo Lodge Inn and Suites University. Specifically, you state that the hotel has offered you a refund for this reservation. As such, you are requesting Hotwire provide you a full refund totaling 103.64 CAD. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Currently you are stating that the hotel has advised that you will receive a refund for your Hotwire Hot Rate Hotel reservation. We have called the hotel and have confirmed that this is what they have advised you.
As the hotel has advised you that you will be receiving a refund we will honor their offer of a full refund totaling 103.64 CAD. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Final Consumer Response /* (2000, 12, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for honouring the hotel's commitment to a full refund. I have spent a lot of time on this but am happy with the outcome. The particular rooms available, pre-booked and confirmed as well as non-refundable under the terms for this Hot Rate reservation, were simply not appropriate for me. I do appreciate Hotwire's agreement to resolve this promptly and to fully refund under the particular circumstances.

Initial Business Response /* (1000, 5, 2015/11/06) */
November 6, 2015
[redacted]
XXXXX [redacted] Way [redacted]
[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 hotel reservation at Days Inn Camp Springs. I understand your dissatisfaction stems from the way you were assisted by our representative and the quality of the accommodation provided by the property. As such, you are requesting a partial refund or discount on your next booking.
I regret the frustration and inconvenience this situation caused you and appreciate you took time to express your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect.

Regardless of star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation, typically 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.
Upon review of your account, I confirmed you made a call to our Customer Care to report the condition of the room provided by the hotel. We also confirmed that you spoke with Margret from the hotel and you were then offered a change in room, which you declined.
Based on the information above, 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

Complaint: 1[redacted]3I am rejecting this response because: I have submitted pictures of the conditions of the Econolodge Hotel that Hotwire booked me. The pictures clearly show that the room was not sanitary to stay in. I followed protocol and called Hotwire immediately , as I have had the same experience before at the same hotel. Again, I was assured the hotel room would be in great condition. When I arrived at the hotel, I, again, called Hotwire. I notified hotel staff, and yet I still had to stay in an unsanitary room. I wasn't even offered a different room. Hotwire should be able to accommodate their customers to their satisfaction and this hotel was extremely unsatisfactory. Again, if more pictures are needed I will send them in. I took pictures of the water damage and all. Water damage in the celing could easily be an indication of mold, meaning my health was in jeopardy simply because I didn't know if mold had formed or not. Again, if more pictures are needed I will submit them. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11, 2015
[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 Country Inn & Suites Prospect Heights, IL. We understand you are seeking a refund for this reservation, as the hotel did not have free shuttle service. We regret any concern this [redacted] have caused.
When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each establishment. Customers can then choose the place they want to stay based on amenities that best suit their needs, such as Airport Shuttle. If the amenity is listed, we guarantee it is found at the hotel. We have contacted the hotel, and confirmed that they do have an airport shuttle available; the Airport Shuttle amenity is a listed amenity for this hotel, but it is not listed as a free amenity. The description provided along the booking path and in our Amenity Guide located in our Help Center is as follows:
"Airport Shuttle - Property offers transportation to and from the airport. Shuttles [redacted] run during limited hours or require a reservation; an additional charge [redacted] apply."
In consideration of the information above, we will not be refunding this reservation.
We appreciate your business and hope to assist you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not contact hotel based on this information. When I first called in they told me they would check what I said out about no shuttle and they did, and told me airport shuttle is free.... And not only free but we don't have. I was then told because it does not state any where about limited access of service or fees that [redacted] is getting from, that it's not our problem that hotels do not update information to us so it's nothing we can do. So by hotwire and hotels lack of proper information/false advertising, I should not be held responsible for their misleading ads and I asked for a replacement of service or refund. I would like for hotwire to handle their misprint respectfully by re-booking since they can make changes since I only called in right away and not waited for days to bring this matter up which they can easily fix.
Final Business Response /* (4000, 10, 2015/08/17) */
August 17, 2015
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding Bureau, regarding your booking with the Country Inn & Suites Prospect Heights, IL. We understand you are seeking a refund for this reservation, as the hotel did not have free shuttle service. We regret any frustration this [redacted] have caused.
As previously stated by Hotwire representatives it is clearly stated on our web site before you book that "property offers transportation to and from the airport. Shuttles [redacted] run during limited hours or require a reservation; an additional charge [redacted] apply. Listed in the terms of use it is also listed *You'll pay the hotel directly for additional charges, like room service or resort fees. This includes transportation costs. We understand you did not choose to utilize this reservation as booked and are looking for compensation.
In regards to your claim that the hotel does not provide a shuttle service we have reached out to the hotel and spoke with the front desk. We were able to verify that they do have a shuttle service available; it is $25 within 5 miles and does not run on the weekends.
Since we strive for clarity on our site, we provide communication about the amenities we service in our Help Center. Our Help Center is located at the top of every page in the right hand corner. Under "How can I find a place to stay with specific amenities?" we provide a link to our full Amenity Guide. This guide provides customers an opportunity to review all of the amenities currently listed on our site. In addition, if a customer has any inquiries it is recommended to contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
We remain confident our business model is meeting the needs of our customers. We do place great value on your feedback and will retain your comments for future improvements to the Web site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Based on the information provided above, we have provided a sufficient information regarding transportation to and from the hotel prior to booking. That being stated, our decision remains the same and we will not provide any compensation regarding this matter.
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
Final Consumer Response /* (4200, 12, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is only clearly stated that this hotel provide free shuttle and no other information such as days and hours as well as a fee. That hotel from hotwire web page clearly advertised misleading and fraudulent information of free airport shuttle, which had no small print of disclaimer about other things mentioned by corporate customer relations. As far as my trip I could not go based on the misrepresentation of hotwire.com, and which I am not liable for the miscommunication between the hotel and hotwire updates. It is to be understood again that I was, and only seeking a re-booking of another hotel that has free shuttle to make up the forcing of services not honored by maybe a simple mistake to update hotwires advertising which I clearly mentioned once again since I guess my statement was ignored firsthand.

Initial Business Response /* (1000, 7, 2015/08/07) */
August 7, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your booking with the Hotel Maya-A Doubletree Hotel, on October 24, 2015 in Long Beach, California. We understand that you are dissatisfied with your reservation, as you do not agree with the 4.0-star rating. As such you are seeking a full refund. We regret any concern this [redacted] have caused.
We would like to clarify how the star-ratings are assigned. Please understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by source. Our customers play a very large part of the star-rating determination. To determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customers. Our customers provide Hotwire with over half a million hotel reviews every year. If the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the rating. If a large percentage of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's rating. We assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis. Given these factors, the Hotel Maya-A Doubletree Hotel is listed as a 4.0-star hotel on Hotwire.
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
I have researched the hotel availability on Trivago, and confirmed their lowest rate is $187.00 USD pre-tax. This is significantly more expensive than the $154.61 USD pre-tax cost charged by Hotwire.
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. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the above information, we are not able to honor your request for 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
Initial Consumer Rebuttal /* (3000, 9, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
It is with my disappointment I'm responding to your note. Here is why:
1. We have been using your services for many years (please, check the account history) in this VERY competitive and extremely lucrative internet travel business as hard cash revenue travelers. Me and my husband (split bookings) paid for the hotels all over Scotland for 11 nights just this past month of July along, using your website.
2. Your response says: I have researched the hotel availability on Trivago, and confirmed their lowest rate is $187.00 USD pre-tax. This is significantly more expensive than the $154.61 USD pre-tax cost charged by Hotwire.
First of all, your research was not, by any means, done at the time of the booking. No doubt about it... Secondly, I would not call the difference amount of $32.39 SIGNIFICANT. You claim my savings were over 60% and they were not even at 40%, with the numbers your provided yourself.
Needless to say, I would have expected a different resolution to my complaint. Perhaps a credit with HotWire Dollars (understanding that the hotel has already been paid, as per your policy). Or a complimentary room upgrade?
It was only a $ 2.00 USD difference that night... Only $ 2.00 USD...
I am very disappointed and unfortunately, I will never use your services again. I really wish your response was different, but now it raised other questions, such as how much of the saving in % actually happens and what are those "recovery and taxes fees are".
Final note, YES, there is an INTERNATIONAL accreditation system, all over the world. Please, go to IATA.com
I've been in the National Canada news for over 25 years and I can assure you, it does exist.
Thank you ever so kindly for your time!
Final Business Response /* (4000, 11, 2015/08/18) */
August 18, 2015
[redacted]
[redacted]
Re: Revdex.com case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking with the Hotel Maya-A Doubletree Hotel in long Beach, California. We understand you remain dissatisfied with our response; and you are looking to get compensation. We apologize for any inconvenience this [redacted] have caused.
Allow us to further clarify regarding the star rating system. While there are general guidelines for hotels to provide certain services s to be considered for each star rating, each website comes up with its own star rating guide. That is why Individual ratings can vary by each site. As stated before, we get our ratings by starting with Expedia's rating, and then we rely on our customer' feedback to tell what they think the hotel should be rated. The Hotel Maya has received very positive feedback, including almost 89% of customers agreeing with the rating, and over 91% recommending it.
At Hotwire, we strive for clarity during the booking process. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Our Low Price Guarantee provides a refund in the amount the difference to customers who find a lower rate than the Hotwire rate within 24 hours of booking. When you called us on August 3, the agent found that Trivago was charging more than Hotwire. In future you can take a screen shot of the lower rate for reference. Please allow us to clarify how the savings promoted on our site is determined. 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. Hotwire is different from retail travel sites. With Hotwire you enter the date and location. Hotel revealed only after booking.
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. Please understand that the tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.g. sales and use, occupancy, room tax, excise tax, value added tax, etc...) that Hotwire pays to the hotel supplier for taxes due on the hotel's rental rate for the room. That being stated, we retain service fees as additional compensation in servicing a customer's reservation. Service fees retained by us for our services vary based on the amount and type of hotel reservation.
We have concluded our research in this situation, and we won't be honoring your request for compensation. We appreciate your business, and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 13, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for you response.
I had stated previously that opinions of other customers, who have absolutely no professional expertise within the travel industry, means nothing to me!
Needless to say, you just lost a very long time, loyal client.
With absolutely no regards,
D. [redacted]

April 9, 2018
[redacted]
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Bruges, Belgium.
 
I understand you...

are dissatisfied with your recent Hot Rate hotel reservation. You booked a reservation for two rooms accommodating three adults and three children. However, you meant to book for two rooms accommodating three adults and four children ages 2-7 and an infant. Upon check in, the hotel advise you that the room can only accommodate the number of guest indicated on the reservation. You feel that it was not an acceptable accommodation and are requesting a full refund.
 
All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests provided and the number of rooms requested. I confirmed the rooms you received were able to accommodate the three adults and three children you provided during booking. Based on a property’s availability, you were offered to add another room for an additional fee. The deciding factor in whether or not on additional room fee will be assessed is based on the hotels rates for varying bed types. 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.
 
According to our records, I have confirmed with the hotel front desk that the reservation was fully used. Due to the circumstances, I am willing to extend an exception on issuing a 50% credit of $75 Hot Dollars under your account HotDollars are equivalent to US Dollars when used to book any Hotwire Hot Rate car rental or hotel. HotDollars are valid for up to one year. If you would like to complete this offer, please contact Hotwire Customer Care at [redacted]HOTWIRE ([redacted]). I have placed notes in your account instructing any agent you speak with to honor this exception.
 
Based on the above information, the hotel is providing you with a room able to accommodate the number of guests booked and the room was fully used. Therefore, I am unable to honor your request for a full refund.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate OfficeTell us why here...

Complaint: [redacted]I am rejecting this response because:
This is in adequate response from their customer center. They came back to me saying that airlines can not change the name on the ticket but when I asked them the question what would any customer do in case they change their last name after marriage and their travel plans are book?
Their customer representative had no answer to that they asked me to contact their HQ customer service team next day as they don't work 24/7 and it they can be reached only after 5:00 AM PST. In the effort to find solution for my question I reached out to Turkish Airlines office locally at SFO airport and their Manager gave me solution that all you need to do is carry your documents before and after name change along with marriage certificate.
I strongly feel that if Hotwire customer service was trained enough and gave me answer given by Turkish Office at SFO then I would have been able to book my tickets on 25th itself. As hotwire is online travel agency, it is their responsibility to know answer to this question as they sell Turkish Airlines ticket as well as they belong to such big organization called Expedia. Also I believe that situation that I faced must not be unique in Airline Industry. They must be getting such questions on daily basis.
Hence I don't accept answer from Hotwire. It is certainly not acceptable for such big company to lack on their operational procedure. 1) Training of their Customer facing staff on travel related question from their customer 2) Dependance of their staff on certain expertise that is not available 24/7 causing my credit to expire.
Sincerely,Mitul [redacted]

Initial Business Response /* (1000, 5, 2015/12/14) */
December 14, 2015
[redacted] Street
[redacted]
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted]
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your hotel reservation with America's Best Inn and Suites - Altamonte Springs in Florida. I understand you are dissatisfied with your recent hotel reservation, specifically with the savings you received with this booking. As such you are requesting a refund.
Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 2.5 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize for any confusion.
Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within 24 hours of booking, contingent the claim is from a source outside of Hotwire.com.
Please be assured, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. The intention of listing the last hotel received, is to provide our consumers with an idea of the quality of hotel they [redacted] receive.
On the page where you find the last hotel booked information we also share, general hotel brand examples for a specific star rating. In specific, we state the following:
Hotels in our 2.5-star collection are Holiday Inn Express, Best Western, Comfort Suites, Clarion Inn. Hotels don't want to advertise prices this low. You'll get the hotel name after you book, so the hotel keeps its good image. (These hotels are examples, not a guarantee.)
Based on the information provided above, I remain confident we provided the lowest pre-tax rate for this property within 24 hours of and I am unable to honor your request for a refund.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

June 6, 2017 [redacted]   In response to Revdex.com Complaint ID [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 Hotel [redacted]. I understand you are dissatisfied with your hotel booking as the hotel does not offer free parking as what was advertised at the time of booking. As such, you requested a refund.   As we previously discussed over the phone today, we honored your full refund request in the amount of $378.13. Please be advised that your refund takes one to two business days to process and is up to your financial institution as to when the funds will be available for use.   In addition, 25 HotDollar credits was applied to your account under [redacted]. One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels, or any Hot Rate® cars, valid for a year.   We thank you for sharing this information. We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional. Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/13) */
August 13, 2015
[redacted]
[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, regarding your booking with Alamo for pick up in Baltimore Washington International on Aug. 12, 2015. We understand that you wished to change the vehicle type after you made your booking and were unable to. We regret any frustration this situation [redacted] have caused.
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. I confirmed the type of rental you booked is a Hotwire Hot Rate.
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. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
Based upon the above information we will not modify this reservation with the information provided. In order to evaluate this situation, I do need to review copies of relevant documentation to verify your relationship to the deceased. The required documentation is: Death Certificate (to verify the death) or a dated Obituary that clearly lists surviving family members along with a birth certificate, driver license, or marriage certificate for verification of relationship to the deceased (to verify the relationship of the caller to the deceased).


We appreciate your business, and regret that your Hotwire experience was anything less than exceptional. We hope that we will have the opportunity to better serve your travel needs in the near future. 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).
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, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Having to supply such highly personal information to a company for a rental car is simply outrageous. The death certificate list the cause of death along with other highly personal information. The requirement for a dated Obituary that clearly lists surviving family members along with a birth certificate, driver license, or marriage certificate for verification of relationship to the deceased (to verify the relationship of the caller to the deceased).
information is not spelled out on the website. As the niece to the deceased I would not have any of my uncles information listed on my birth certificate and I was not listed in the obituary.
Final Business Response /* (4000, 9, 2015/08/19) */
August 19, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Alamo on August 12, 2015 in Baltimore, Maryland. We understand that due to a death in the family you downgraded the size of rental vehicle used. You are seeking a partial refund for the difference in rates. We regret any frustration this situation created.
As previously stated, 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.
Hotwire is 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 typically available. We can make consideration for your situation due to the death in your family. Our partners require very specific documents in order to make an exception to the cancellation and refund policies. We understand that these documents [redacted] be difficult to procure and apologize for any inconvenience, but it would be the only way to have any refund for your car rental.
In consideration of the information above, we are not able at this time to honor your request to refund any portion of this reservation.
We remain confident our business model is meeting the needs of our customers, and our company's goals. 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).
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/09/07) */
September 7, 2015
[redacted] Circle
[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 booking with the Stay Express Hotel, Fort Worth for August 14-16, 2015. We understand that you are seeking a credit to your account for the amount of this reservation, as you state the hotel was dirty, some rooms were closed and some under renovation, and you left the hotel to find other accommodations. We regret any inconvenience this [redacted] have caused.
Our records show that you contacted Hotwire on July 26, 2015 seeking a refund as you were unhappy with your booking results. At that time you were advised that we are not able to refund Hot Rate reservations based on reviews found online and you were encouraged to give the hotel a chance, to check in to the hotel and call our 24-hour Customer Care line if there were any concerns on arrival, as we would then work with the guest and the hotel to resolve them. The next contact received regarding this reservation was August 24, 2015, several days after the dates of the reservation, stating that you had checked out right away, had not used the reservation, and were seeking a refund. We then contacted the hotel, and were advised that, as no one checked out through the front desk, they were unaware the room was not occupied, and considered the reservation to have been used in full.
We regret that you were unhappy with your stay; however our options to assist you were limited by the fact that it was after the reservation date was passed [redacted] you contacted Hotwire with regard to the condition of the room. Though we were not given the opportunity to assist you during the time of the reservation, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on 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

August 2, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding...

your reservation with Quality Inn and Suites Laurel. I understand you are dissatisfied with your hotel booking because of the negative reviews you found online. As such, you are requesting a refund of the difference in rates from the original reservation to your new booking. .
 
Our records indicate that you booked a Hot Rate® hotel reservation. Hot Rate® reservations are bookings in which you are told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is 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, and as such Hot Rate® bookings are non-refundable.
 
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.
 
In addition, please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel’s ability to correct any safety matters that may arise at the property. Based on your concerns regarding safety issues at this hotel, I further researched the property. I read numerous reviews and did not find a trend of reviews surrounding safety concerns. We did not see that the information you provided have had an impact to the customers who already stayed at the property.
 
The rebook option you were offered was an exception outside our guidelines. As mentioned above, the booking you confirmed was a non-refundable reservation. Regardless of not having the option to choose specific bed type as it is currently just available to the customer’s interface, Hotwire can guarantee that the number of beds will accommodate the number of guests indicated on the reservation.
 
Based on that information, we will not honor your refund request.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/05) */
January 5, 2016
[redacted] Way
[redacted]
In response to Revdex.com case number XXXXXXXX,
Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX.
Dear [redacted],
I am writing in response to your additional correspondence...

with Hotwire and the Revdex.com regarding your Hot Rate(r) car reservations. I understand you were dissatisfied with your recent bookings as you were charged in USD instead of CAD. As such, you are requesting a full refund for both reservations.
In Hotwire, we service two types of car bookings: Hotwire Hot Rate(r) and Cars. For Cars, the details are provided prior to booking and can be cancelled anytime without penalty. For all Hotwire Hot Rate(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold inventories. I confirmed the type of reservation you booked is a Hotwire Hot Rate(r).
Based on the details of your Hotwire Account, such as the phone number and zip code, your mobile device should have defaulted to CAD billing settings and you should not have incurred a conversion fee fro m your bank. Based on the information above, I am unable to honor your refund request.
We appreciate your business and regret your Hotwire car experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23, 2015
[redacted] Dr STE *
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns, as sent through the...

Revdex.com, regarding your hotel reservation with the Club Quarters Wall Street for [redacted] 24, 2015. We understand that you are requesting a refund due to the hotel not in the area selected. We regret any frustration this [redacted] have caused.
At Hotwire, we strive for clarity during the booking process. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In your case, the area selected was "Financial District-Wall Street, New York". I have confirmed the Club Quarters Wall Street is located within the green shaded map defining that area.
We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and therefore Hot Rate reservations are final.
Based upon the previous information, we will not be honoring your request for a refund. 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, 2015/07/30) */
Hi,
This has not been resolved, they have sent me the same email before. they need to understand this that they provided me the hotel outside of the MAP zone I selected.
They have this template written message they probably send to everyone, I explained them this before several times and even on the call, please find attached all email conversation.
I understand they cannot tell the exact location of hotel but we have an option to select area from the map and I was provided hotel far away from the are I selected.
* Please find attached email conversation I had with Hotwire where I explained them what really happened.
Final Business Response /* (4000, 9, 2015/08/04) */
August 4, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Club Quarters Wall Street. Specifically, you state that you booked for the Times Square - Theater District, but received a hotel in the Financial District - Wall Street area. As such, you are requesting that we provide you a full refund totaling $254.66. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
You have made it clear that your intent was to book a hotel in the Times Square - Theater District; however, we have reviewed your reservation again and have confirmed that for this booking the Financial District - Wall Street area was selected.
Here at Hotwire we understand the importance of booking a hotel in the desired area; as such, we show the mapped zone at the time of hotel selection, we list the area selected at the top of the webpage on the details page, Show the mapped zone before the "Know Before You Go" list, and display the area the hotel will be in on your trip summary before the reservation is finalized. Please understand that once you indicate that you accept the Hotwire terms of use and press "Confirm payment" all bookings are final and no refunds, changes, or transfers will be provided as stated in our Terms of Use.
Based upon the information above and our previous correspondence we will not honor your request for a refund totaling $254.66. Thank you for the opportunity to further clarify how our website works. 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

April 12, 2017
 
[redacted], PA [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 Rodeway Inn & Suites Windsor, Connecticut. I understand you are dissatisfied with your booking because you feel that the hotel is not comparable to the hotel examples 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 3-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
 
In addition, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, as we are under the umbrella of Expedia, we use their rating system and downgrade based on customer feedback.
To better understand your concerns, I further researched the property. I read numerous reviews pertaining to the Rodeway Inn & Suites Windsor. I found the most recent reviews were favorable citing the hotel’s location, service, friendly staff and quality. As such, we feel that the hotel accurately reflects a 3 star property.
Regardless of star rating, customers should expect a clean room in working order, if a customer encounters a problem during stay, 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, 9, 2015/10/20) */
October 20, 2015
[redacted]
[redacted] ST
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your hotel reservation Hyatt Regency DFW. I understand you are dissatisfied with the location of your hotel. Based on the distance provided during booking, you expected a hotel located within 20-mile distance from your location.
At Hotwire, we service two types of hotel reservations: Hot Rates Hotels and Hotels. For Hotels, hotel details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hot Rates Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hot Rate Hotel. I confirmed the type of reservation you booked is a Hotwire Hot Rate.
I can assure you it is not Hotwire's intention to mislead its customers. Rather, we strive for clarity during the booking process. As the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a shaded area in which hotels of that neighborhood will be located.
Please understand, the distances mentioned on our Web site are derived based on straight-line measurement. At Hotwire, we service a feature allowing a customer the ability to search for accommodations by a city, airport, zip code or an address. If a customer searches by a specific address, our site will then calculate results by distance providing availability closest to farthest from the address entered. This feature is in not intended to provide a result for a specific property; even if the address a customer searches by is for a hotel itself.

I regret any misunderstanding of this search feature. 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 Yours,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/09) */
September 9, 2015
[redacted]
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 booking with Alamo at...

the Chicago O'Hare Airport, pick up September 29th, 2015. We understand that you were unable to rent due to medical reasons and have submitted documentation for a refund. As such you are requesting a full refund to be processed immediately. We regret any inconvenience this has caused you.
Here at Hotwire, we are able to secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our website will be used as originally booked. For this reason, all reservations are booked as non-changeable and non-refundable. These terms and conditions are displayed prior to booking, and you had indicated that you had read and agreed to them. However, Hotwire understands there can be emergencies and we have policies to make exceptions under certain circumstances, provided we receive valid verification.
We received your medical documentation and have advised you that they were not valid. Per our policies, we are unable to accept discharge papers as verification. When the reservation was placed under review on August 28th, we sent an email advising what the acceptable forms of documentation are. We require documentation on a physician letterhead or from hospital or hospice organization stating the timeframes correspond with dates of travel, or that traveling will cause condition to worsen. This needs to be signed by the doctor, registered nurse, physician's assistant, nurse practitioner, or the hospice organization. Unacceptable forms include: prescription pads, work/school notes, insurance forms, or hospital discharge papers.
To date, we still have not received valid documentation. Please submit one of the forms outlined in the email that was sent out on August 28th. Once we receive the documents, it can take seven to ten business days to review. At which point, we will contact you to let you know if you were approved for a refund.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns, please contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hospital discharge certificate clearly shows 09/29 as the baby appointment date which is conflicting with travel date.Seeing doctor again will cost me additional $100 fees, is Hot wire ready to pay?.
Final Business Response /* (4000, 9, 2015/09/17) */
September 17, 2015
[redacted]
XXXXX [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 car rental reservation with Alamo, scheduled for pick-up at the O'Hare International Airport on September 29, 2015. We understand that you are unable to use the reservation, as you child has a medical appointment scheduled during the time of the reservation. As such you would like to cancel your reservation for a refund. We regret any concern this [redacted] have caused.
On review of your account, we see that you contacted Customer Care on August 28, 2015, requesting a refund of the reservation as you would not be able to use the reservation for medical reasons. You were advised that we have procedure in place should a medical emergency prevent you from using the reservation; the reservation is cancelled, and the refund is on hold pending receipt of documentation to support the reason for cancellation. Acceptable documentation is that on physician letterhead, signed by the doctor, stating the timeframes of the illness correspond with dates of travel or that traveling will cause condition to worsen. The agent obtained your permission to cancel the reservation, and an email was sent informing you of the documents requirements and where to send them; this was sent to [redacted]@yahoo.com, 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. Without correct documentation, we are unable to honor your request to cancel and refund your reservation. Once we receive this documentation, we will review and provide a prompt response to your request. You [redacted] fax your documents to XXX-XXX-XXXX. Please be sure to include the itinerary number on your documents.
We appreciate your business and hope we have the opportunity to assist you with your travel needs in the near future. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/12/08) */
December 8, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue...

from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding flight reservations. We understand the customer is requesting a refund.
Our records indicate on October 16, 2015, the customer booked flight reservations -itinerary XXXXXXXXXXX - using the self-service tool on the Hotwire website. Travel is on Delta Airlines, departing December 9, 2015, from Daytona Beach, Florida to Akron, Ohio, returning December 9, 2015, for one passenger.
Upon further research, we were able to confirm on November 28, 2015, the customer contacted Hotwire via email to request to change their reservation dates. At that time the customer did not pass [redacted] security check, and was advised to resend their email from the email address associated with the Hotwire booking.
The following Terms and Conditions were agreed to at the time of booking:
Cancellation/Change Policy:
o $200.00 change fee plus increase in airfare
o Tickets are non-refundable
o Tickets are non-transferable
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary. It is our customers' responsibility to review all rules and regulations prior to booking any travel.
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. Delta Airlines was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline. We hope you understand we must abide by the terms and conditions set forth by travel providers such as Delta Airlines.
When finalizing a reservation on Hotwire, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Hotwire Terms of Use:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travelrelated goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier's website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
Given the above, we are unable to offer the customer any additional compensation.
We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company. We trust our position in this regard has now been clarified.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response Hotwire provided because I spoke directly to a Delta airline representative who informed me that the only reason they would charge the change fee is because I went through Hotwire. Had I gone through Delta directly, there would be no fee applied at all. As a result I booked a one-way flight to Florida on the correct date for a substantially lower cost. I know that this is a standard practice of Hotwire, not a one-time incident as I was informed by representatives of both Hertz car rental and a hotel that my father had trouble with just a couple days after. Because of this, I feel that something needs to be done and someone needs to stand up to these guys who seem to have their customers at a huge disadvantage. Even if all of us who have been wronged by this company have to take to the media and possibly come together in a class action lawsuit. I've come to you as a intermediate, in hopes of getting this issue resolved quickly and satisfactory for both parties concerned.
Complaint Response Date bumped because: Holiday

April 14, 2016[redacted]In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your Hot Rate®...

hotel reservation with [redacted] Ontario Airport. I understand you are dissatisfied with your reservation, specifically with its location and as you have yet to receive the refund initiated on March.
At Hotwire, we take pride in being able to provide the lowest guaranteed rates for our Hot Rate® hotels. Our target audience is the flexible traveller looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings may not always meet the needs of every traveller.
We strive for clarity during the booking process. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In your case, the area selected was [redacted] Airport (ONT) West, California.” I have confirmed the [redacted] Ontario Airport is located within the green shaded map defining that area.
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.
After review, we did not find any record of the call you had with the Travel Specialist as stated in your correspondence. We contacted the hotel on April 5 to investigate further. I spoke with the hotel Manager who authorized to approve your refund of $124.28. The refund typically takes 1-2 business days for the funds to return to your account. From there, it is up to your financial institution as to when the funds will be available for use.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care RelationsHotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:
I do not accept the explanation from Hotwire.  I purchased the ticket at 9:00 a.m. from Hotwire for an 11:00 a.m. flight.  I arrived at the JetBlue check-in counter at [redacted] Airport at 10:00 a.m., one hour before the flight was scheduled to take off and was told by the ticket agent that the flight was closed  and it is full and that my ticket was resold to another passenger.  I told the agent that I had no luggage and could have gone through security and boarded the flight in plenty of time before the scheduled departure.  JetBlue did offer me a seat on the 3:00 p.m. flight, but this was not acceptable to me because I had an interview late that afternoon. I asked her if they can do a refund the money to buy my ticket with a different aero line, The counter look her computer and said to me "you didn't buy tour ticket with us call the agency where you bought your ticket", the counter never did a warning to me that I will lost my ticket if a I walk away. Was her advice to call the agency hotwire for a refund  I immediately called Hotwire from the airport and at first was told that my airfare as well as my hotel reservation would be refunded and was placed on hold for about 20 minutes, when I asked for a confirmation number I was placed in hold a second time for 20 minutes while the agent checked with her supervisor.  When the agent came back on the line, she confirmed that the hotel reservation would be refunded, but that the airfare would not be refunded.  I went back to the JetBlue counter they ready left the place, it was empty.  
Next day I called to Jet blue to cancel the hole transaction and I was told that nothing could be done by JetBlue since Hotwire is a third party provider.
 If there was not enough time to board the flight, why did Hotwire sell me the ticket in the first place and if there were 10 empty seats on the plane, why did JetBlue close a domestic flight one hour before takeoff.  It seems more likely that the flight was overbooked which is why the flight was closed one hour before takeoff.  Since I am a customer of Hotwire, they should do more to protect my interests rather than just accepting the alleged explanation from JetBlue.  I am sure that they sell a lot of airplane seats for JetBlue on flights that are under-booked and should have some leverage with them.
Thank you.
Sincerely,[redacted]