Hotwire

Initial Business Response /* (1000, 5, 2015/11/24) */
November 24, 2015
[redacted]
[redacted] Way
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

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

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

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16, 2015
[redacted] Lane
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with the Greenwood Suites in Anaheim, California. We understand that you are dissatisfied with the level of savings on this reservation. You also state you found a lower rate on the hotel site, and that this is a lower-rated hotel. As such you are seeking a full refund. We regret any concern or frustration this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Please allow us to clarify how the savings promoted on our site is determined. We strive for clarity during the booking process, and to ensure this we provide the following disclosure at the bottom of our site:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
We attempted to find the lower rate as your letter stated, and were unable to access the hotel site. As the lower rate was found within 24 hours of booking, per our Low Price Guarantee, we would refund you the difference in rates. If you were able to capture a screenshot of the lower rate you found, we invite you to print and fax this to X-XXX-XXX-XXXX. We will be happy to review for a possible refund of the difference in rates. The screenshot should include the name of the hotel, dates of stay, number of rooms and number of guests. Please include your name and itinerary on any fax, to insure we are able to identify the correct reservation.
With regard to the reviews you have found about the Greenwood Suites, our hotel partners assure us they will provide you with a clean and safe room. If there are concerns with the hotel on arrival, we ask that you call us immediately, so we can work with the hotel to meet your needs.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above, we will not be issuing a refund. We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

<*><*R>Complaint: [redacted]7<*R><*R>I am rejecting this response *ecause:
As stated multiple times over the last 5+ months, the refund was issued to a card I did not have access to. I did try contacting the card provider and there was no way for me to gain access to the funds. The very first time I spoke to [redacted], they promised me a refund via check *ecause of my situation. [redacted] made a mistake when they issued my refund to the card. After this, I was again promised a check over the phone, and once again in WRITING via email on January 18th. I included this information in my original complaint. I am enraged that [redacted] is continuing to hold me accounta*le for an error they made on their end. The customer should not *e responsi*le for the company's error. The fact that a multi-million dollar company would rather argue with a customer for months than admit fault and issue a simple $75 refund speaks volumes to their customer service and overall character.
<*R>Sincerely,<*R><*R>[redacted]

Complaint: [redacted]I am rejecting this response because:I need a clear explanation I do not understand.Sincerely,[redacted]

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

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19, 2015
[redacted]
[redacted] Place
[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 at the Hilton Vancouver Washington for check-in August 7, and check-out August 9, 2015. We understand that this reservation was booked in the wrong location. As such you are looking to get a full refund. We apologize for any inconvenience this [redacted] have caused.
We have reviewed your account and can confirm that the reservation was booked using the mobile app, on the payment page, we do provide and trip summary to recap the booking, including the mapped area, dates, and charges. That is the way our customers have a chance to verify all the details. If any of the details are incorrect, then you have the option to not continue and go back and correct any issue.
We understand mistakes happen; that is why when you called us on August 3 concerning the issue, our agents offered a one-time courtesy to rebook your correct destination and cancel out the wrong reservation. You declined the offer and instead decided to dispute the charge with your bank. The reservation dates have now passed, and the hotel has been paid.
Hotwire obtains their deeply discounted rates by guaranteeing our partners that the reservation will be final. Regardless of whether or not the reservation is used, we are charged by our partner. This reason we have all our Hot Rates as non-refundable and non-changeable.
Based on the above information, we won't be honoring your request for a refund. We appreciate your business, and hope we have the opportunity to better serve your travel needs in the near future.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Revdex.com. Thank you for the opportunity to respond. Please see my response below for the statements provided by Hotwire.
Hotwire: We have reviewed your account and can confirm that the reservation was booked using the mobile app,
[redacted]: This is untrue as I used a Laptop computer to make the reservation. I created a presentation report to support my claim. My attorney and I will be happy to provide this as evidence.
Hotwire: on the payment page, we do provide a trip summary to recap the booking, including the mapped area, dates, and charges.
[redacted]: The mapped area provided is poor and unsatisfactory, and makes no mention of the state of Washington or the United States. Again, I created a presentation report with screenshots to support my claim, and my attorney and I would like to provide this to the Revdex.com as evidence.

Hotwire: That is the way our customers have a chance to verify all the details.
[redacted]: Again, the map area provided is poor and unsatisfactory, and makes no mention of the state of Washington or the United States. So it's difficult to verify the details when the information provided is inadequate. Once again, happy to submit the report with screenshots as evidence to the Revdex.com.
Hotwire: We understand mistakes happen; that is why when you called us on August 3 concerning the issue, our agents offered a one-time courtesy to rebook your correct destination and cancel out the wrong reservation.
[redacted]: This unfortunately is not true. An exchange was offered (and there was no one-time courtesy), to rebook the correct destination at an exorbitant and un-affordable price. By then, I also decided to work with another vendor because of Hotwire's difficult-to-use technology platform. For instance, the aforementioned screenshot report that I would like to submit as evidence shows that there is no Downtown Vancouver, British Columbia, Canada option from their initial search menu. Lastly, the call was monitored for quality assurance, and both my attorney and I, as well as my credit card company have requested access to the recording. I would also like the Revdex.com to have access to the recording as well, please.
Hotwire: You declined the offer and instead decided to dispute the charge with your bank.
[redacted]: This again is untrue. It's not my bank. It's my credit card company. We all know that American Express is not a bank. This very statement is an example of the incorrect information that is being by Hotwire in this response.
Hotwire: Based on the above information, we won't be honoring your request for a refund.
[redacted]: Based on poor tools provided (again of which I would like to submit a report with screenshots as hard evidence), and the incorrect information provided, this response has not resolved this complaint.
The Revdex.com has asked me to find a middle ground. My attorney and I have discussed this in length, and short of a full refund, we would like to come to a compromise by asking Hotwire for a credit voucher in the full amount with no restrictions, good towards future travel.
We kindly ask that the Revdex.com please allow us to submit our evidence mentioned in this response. We also kindly ask the Revdex.com to advocate by asking Hotwire to come to a compromise / middle ground as well, and honor the credit voucher request. Again, in the full amount with no restrictions, and good towards any future travel with Hotwire.
If you have any questions or concerns. Please give me a call at XXX-XXX-XXXX. Thank you, and have a great day.
[redacted]
Mobile: XXX-XXX-XXXX
Skype: [redacted].[redacted]
Email: [redacted]@gmail.com
LinkedIn: www.linkedin/in/[redacted]
Host: www.[redacted]
Final Business Response /* (4000, 10, 2015/09/03) */
September 3, 2015
[redacted]
[redacted] XXXXX
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 your booking at the Hilton Vancouver Washington for check-in August 7, and check-out August 9, 2015. We understand you are requesting a refund for this reservation based on your disagreement with the validity of the mapped area and claim that our website doesn't have an option for Vancouver BC.
To verify your claim that there is no mapped area for downtown Vancouver BC we have reviewed the consumer site and confirmed that we have two different downtown locations for our customers to choose from; the Vancouver Downtown shopping and entertainment district, and the Vancouver Downtown - coal harbor - Stanley park area. Looking at our map of the Vancouver BC area it is clear that it is directly on the Vancouver Harbor/English bay, whereas the Vancouver WA location shows both Vancouver WA and Portland OR. After clicking on an option for a hot rate hotel, the city, state/province and country shows at the top of the page, and the mapped area you have clicked on shows on the bottom of the page.
You state you declined the rebook offer due to the rate in your desired location.
On the billing page of the Hot Rate Hotel booking process, we provide the Hotwire Terms of Use. Prior to completing the booking, you selected a box indicating that you read, understood and accepted the following conditions:
All bookings are final. No refunds, changes or transfers.
Your account will be billed for the full amount when you book.
After you book, the hotel's name and address will be revealed.
Hotels will require a credit card when you check in; debit cards [redacted] not be accepted.
You'll pay the hotel directly for additional charges, like room service or resort fees.
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed.
Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available.
Based upon our previous communications and the above information we will not be providing a refund for this reservation. 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.
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 12, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Revdex.com. Thank you for the opportunity to respond again. Please see my response below for the statements provided by Hotwire.
Hotwire: To verify your claim that there is no mapped area for downtown Vancouver BC we have reviewed the consumer site and confirmed that we have two different downtown locations for our customers to choose from; the Vancouver Downtown shopping and entertainment district, and the Vancouver Downtown - coal harbor - Stanley park area.
[redacted]: This is the exact issue at hand. Please note that the information provided makes NO MENTION of Downtown
Vancouver, British Columbia, Canada. How is the end user to know that the shopping and entertainment district or coal harbor - Stanley Park is British Columbia, Canada versus Washington, United States? In this very example, there is no mention of the state, province, or country. Also as I've mentioned before, the mapped area provided is poor and unsatisfactory, and makes no mention of the state of Washington or the United States. I've submitted screenshots to both the Revdex.com and American Express as evidence.
Hotwire: You state you declined the rebook offer due to the rate in your desired location.
[redacted]: An exchange was offered to rebook the correct destination at an exorbitant and un-affordable price. By then, I also decided to work with another vendor because of Hotwire's difficult-to-use technology platform.
Based on the faulty information and the the poor tools provided, this response has not resolved this complaint. Nevertheless, the Revdex.com has asked me to find a middle ground. My attorney and I have discussed this in length, and short of a full refund, we would like to come to a compromise by asking Hotwire for a credit voucher in the full amount with no restrictions, good towards future travel.
We kindly ask the Revdex.com in support us by asking Hotwire to come to a compromise / middle ground. Thank you.
[redacted]
Mobile: XXX-XXX-XXXX
Skype: [redacted].[redacted]
Email: [redacted]@gmail.com
LinkedIn: www.linkedin/in/[redacted]
Host: www.meetup.com/[redacted]

Initial Business Response /* (1000, 9, 2015/08/19) */
August 19, 2015
Revdex.com
Hotwire - San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Expedia Case #: O-XXXXXX
Itinerary number: XXXXXXXXXXX
Dear Revdex.com,
Thank you for...

taking the time to contact Expedia, Inc. 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. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire.com is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding an information request. We understand Ms. [redacted] is requesting Hotwire provide her couriered copies of her vacation tickets and vouchers. On (Date) we contacted (Customer Name) to acknowledge receipt of their Revdex.com complaint (also indicate if you requested additional information).
Our records indicate on June 29, 2015 the customer contacted Hotwire.com for assistance in booking a package vacation which included round trip flights aboard Delta Airlines departing Atlanta Georgia on September 9, 2015 to Montego Bay, Jamaica and returning to Atlanta, Georgia on September 13, 2015. The itinerary also includes a stay at the Grand Palladium Jamaica Resort & Spa for the same dates and round trip transfers between the Airport and Resort.
Hotwire.com is an online company and acts only as a third-party intermediary for travel providers. We do not mail or otherwise deliver tickets or vouchers. The customer's itinerary is available online and they are provided the opportunity to access printer formatted versions of the itinerary and also their vouchers for special services, such as airport transfers.
The customer receives an email shortly after their booking is complete with all their information available to them. On August 19, 2015, Hotwire has rewent the customer's itinerary to the email provided during their booking; [redacted]@hotmail.com. The itinerary [redacted] also be accessed by going to Hotwire.com, clicking on Sign In, in the top right corner of the webpage, logging into their account, and searching on their itinerary # XXXXXXXXXXX.
Should a customer require non-standard service, such as hard copy delivery, there is a fee schedule at the bottom of their online itinerary under "Want to make changes? " for delivery options. This section also provides the following contact information:
Call X-XXX-XXX-XXXX for Vacation Packages support, X-XXX-XXX-XXXX for Activities support, or XXX-XXX-XXX-XXXX for international calls to change/cancel this reservation.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Hotwire Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 11, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although an email with the trip details was provided, I was required to print off the required vouchers for air, transport and hotel. The issue is that when I clicked on the link and put in the itinerary # as required, I received the following message " unable to retrieve ". I have contacted this company on 12 separate occasions, and have been left on hold (for as long as 47 minutes)then was ultimately disconnected. I had explained this situation each and every time I got through to a rep and was in return advised (on at least 2 occasions) that the original booking rep (who I believe was " [redacted] ")set it up incorrectly and only used my email to send the confirmation instead of setting up an account to connect the itinerary with. I understand it was this error that has created this chaos. Ironically on 1 occasion, this
" [redacted] " person received my call and when I explained the situation to her (requesting o speak to a manager), she placed me on hold (for at last count, 47 minutes) then disconnected the line - I believe she realized this was her booking error that had created the problem and would soon come to light. In a subsequent call with yet another rep, I had requested that they print and mail/courier the vouchers to me at no cost since this situation is not of my doing and I therefore should not be charged for the company's error. The person (a male) completely agreed and advised that he would escalate the matter. No response to date.
Final Business Response /* (4000, 13, 2015/08/30) */
August 30, 2015
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted]. We regret to hear that the customer did not accept our response and/or resolution offered.
We have further researched Ms. [redacted] 's complaint (Revdex.com case number XXXXXXXX) regarding a request that Hotwire print and courier or mail her copies of her upcoming package itinerary and her service vouchers.
We previously emailed a copy of the customer's email to her however, her rebuttal indicates she is still having difficulty opening it. While she should be able to access her Hotwire account online and open the itinerary through her browser, we have attached a Microsoft Word document to this letter which has the full content of her itinerary and the two airport transfer vouchers she purchased. She will be able to print all the information she will need from this document. Her flights are Electronic tickets and there are no tickets to print or provide to her. However the itinerary can be printed from the attached document and taken to the airport with her so she will have her flight information and ticket numbers, should she need them.
We apologize to the customer for the inconvenience this situation has caused. Thank you for allowing us to address this matter further.
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 - Customer Service
Hotwire, Inc.
Final Consumer Response /* (2000, 15, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have finally been able to view the requested info.

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...

Initial Business Response /* (1000, 5, 2015/07/02) */
July 2, 2015
[redacted]

[redacted] CT.
[redacted] XXXXX
RE: Revdex.com Case # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear Mrs. [redacted]:
We are writing in response to your correspondence with Hotwire and...

the Revdex.com regarding your car reservation with Hertz at the New York John F Kennedy International Airport. Specifically you are asking for us to refund you $283.97 because you do not know what that charge is for. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Upon reviewing your itinerary we have found that the car reservation made was for 2 days at $94.99 per day and had tax recovery charges and fees of $93.99; this brings the total for this car reservation to $283.97.
You mentioned that Hertz did charge you an additional $98.82, because of this we have reached out to confirm what these charges were for. Hertz has advised that this total includes a damage waiver, insurance, and fuel charges that were acknowledged and approved by you during your reservation. If these do not sound familiar we recommend you reach out to Hertz for clarification regarding these additional charges.
While reviewing your account we found that our 24 hour customer care team was not contacted about this reservation. In the future if you have any questions or concerns please call us any time at X-XXX-XXX-XXXX so that we can address your concerns immediately.
Based upon the preceding information we are not going to honor your request for a refund totaling $283.97. 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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17, 2015
[redacted]
[redacted] Dr. [redacted]
[redacted]
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 reservation with Hertz at the Los Angeles International Airport. We understand that you were charged for the reservation by Hertz, as well as having prepaid with Hotwire. As such you are seeking a refund of the funds paid to Hotwire. We regret any concern this [redacted] have caused.
To better understand why you were charged by the agency, we contacted Hertz directly and spoke with Whitney. She advised us that you chose to upgrade your vehicle from a full size car to an SUV, a service that was charged at an additional $45.00 per day. Your reservation was for 6 days, so the upgrade added $270.00 to your total. The additional taxes and fees for the upgrade were $24.30, there was a licensing fee of $83.70 and you also opted to include uninsured motorist protection for $41.94. This explains the additional charges from Hertz for the reservation.
We hope this addresses any concerns you [redacted] have had regarding your rental with Hertz. If you have any additional questions or concerns, 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, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the response, since we have paid the full amount of the SUV rental to Hertz ( $ 419.94) and Hotwire charged the full amount for the full size car rental ( $ 209.73) which we did not use, through my sister's credit card account. There is no explanation or statement whatsoever, either from Herzt nor Hotwire, that the SUV rental should be $ 419.94+$ 209.73.
Therefore we feel that we have paid for 2 cars, the SUV as well as for the full size car.
We still have the receipts, if you should need these receipts please tell me where I can send/email it to.
Thank you.
Best regards,
[redacted]

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]

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.
ADDITIONAL POINTS:
Complaint: [redacted]I am accepting this response because:  There appears to be a really big misunderstanding.  My family obtained the reservations based upon the fact that hotel rooms were selling out at a very fast rate.  So, based on a number of known factors, (1) Ronald McDonald House has never been able take anyone, except children with cancer, immediately in to their rooms.  (2) I needed to provide a safe and healthy location for my daughter to recuperate.
The message I just received from Hotwire,com via Revdex.com does not speak my family's situation.
We did travel to the Days Inn and we did begin our stay on 18 July 2017.  We arrived on 18 July 2017, around 2000 CDT (Central Daylight Time).  And when then departed Days Inn on 21 July 2017.  I re-confirmed our departure date with [redacted] (the manager at the Days Inn) today, 31 July 2017, at 1403 (CDT).
Attached is the current document which notes continued appointments after our departure date on 21 July 2017.  This document has the doctors phone number:  [redacted].  The doctor's name:  Dr. [redacted]
My apologies if there has been some miscommunication.NOTE:  I will also respond to via the e-mail address provided by Hotwire.com.
Sincerely,[redacted]

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]

Initial Business Response /* (1000, 5, 2015/07/17) */
July 17, 2015
[redacted]
[redacted] East [redacted] Street
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Thank you for the opportunity to address your concerns, as sent through the Better Business...

Bureau, regarding your car reservation with Hertz for January 10, 2015. We understand that you are requesting a refund due to not picking up the rental. We regret any frustration that [redacted] have occurred.
Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any details. We apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's security.
We understand that you filed a fraud report with us on April 9, 2015. Hotwire takes fraud and falsification of fraud very seriously, and is willing to prosecute to the fullest extent of the law. After reviewing your account, we have found that Risk Management has finished their investigation. Risk Management has decided that the decision to close your account is final and there will be no compensation.
We appreciate your business, and regret that your experience with us was anything less than exceptional.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations

Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If risk management has finished he investigation why have I not yet received a refund? I haven't received any information about any of this since I first addressed it back in April, no call, email or mail. This has not resolved anything as I am still being charged $300
Final Business Response /* (4000, 9, 2015/08/05) */
August 5, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Miss [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hertz in Jacksonville, Florida on January 10, 2015. We understand that you are claiming this was a fraudulent charge. As such you are seeking a full refund for this reservation. We regret any frustration this situation [redacted] have caused.
Hotwire's Terms of Use indicate user access to all or part of the Hotwire Web site [redacted] be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any details. We apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's security.
As previously mentioned by our Customer Care agents, going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. All further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX) XXX-XXXX. They do not take inbound calls, but if further information is necessary for their investigation they will be in touch. At this time they have indicated they have completed their investigation, and no compensation is due.
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, 11, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was handled. It says the investigation is complete yet I still have yet to recieve a refund. I would have no problem paying if I would of rented a car. I did not and have confirmed with the rental agency no car was ever picked up. Why has it been this long and still not one response from hotwire other than this that says they're sorry for my troubles. I just want my refund.

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, 2015/07/22) */
July 22, 2015
[redacted]
[redacted] E [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 Better...

Business Bureau, regarding your booking with the [redacted] Creek Lodge, A Kessler Hotel. We understand you were dissatisfied with your recent hotel reservation, specifically with the sleeping arrangements and fees charged by the hotel. As such you are requesting that Hotwire reimburse you for the fees paid to the hotel for the room upgrade, parking, and taxes. We regret any concern or inconvenience this [redacted] have caused.
We confirmed the type of reservation you booked is a Hotwire Hot Rate reservation. Because our Hotwire Hot Rates are final reservations, our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete; such as bed type. While we ensure the property will accommodate the number of guests provided for sleeping, we are unable to guarantee any specific bed type or their sizes. These restrictions enable our partners to better manage their unsold rooms. After further research, we have verified that the room-type you were accommodated with upon check-in was one king-bed & sofa-bed, which is considered appropriate accommodations for the guests booked. Because we service our partner's unsold rooms, room type is determined by the hotels availability.
It is common for hotels to have additional fees. Parking fees are not included in the Hotwire rate, as they are collected directly by the hotel, whether booked through a third party or direct with the hotel. If free parking is important when you are booking your travel, we encourage you to use our amenities filter, this will narrow your search results down to only those hotels that offer free parking.
If knowing all fees associated with the hotel is important in your travels, Hotwire also offers standard rate hotels. With these you are able to book with the knowledge of the exact hotel, room type, and any fee requirements the hotel [redacted] have.
We strive to exceed our customers' expectations, and we regret 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 Business Response /* (1000, 8, 2015/07/10) */
July 10, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case O-XXXXX
Dear Revdex.com:
Thank you for taking the time to contact Hotwire 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 his 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 XXXXXXXX) regarding a flight reservation. We understand the customer is requesting a full refund. On July 9, 2015, we attempted to contact the customer to acknowledge receipt of his complaint but were unable to reach him.
Our records indicate on March 4, 2015, [redacted] or an authorized user in the account self-booked a flight reservation on Hotwire.com for one adult; travel was on March 16, 2015, from St. Louis, MO to Hermosillo, MEX with a connection in Atlanta, GA and Mexico City, MEX. The flights were operated by Delta Airlines under a codeshare with AeroMexico Airlines.
On March 16, 2015, we were contacted by Mr. [redacted] stating that Delta Airlines did not have a ticket for him and was unable to board the flight. We advocated for the customer further and contacted AeroMexico - the merchant of record and the company that issued the ticket. Delta Airlines advised us the customer was marked as a "no-show". Our representative advised the customer of the no-show status and provided the customer with the fare rules for the ticket which determined the ticket was nonrefundable in the event of a no-show, and any change required a penalty fee of $200.00 to be charged at the time that he rebooks in addition to any increase in airfare. The customer was further informed that a credit will remain on file with the airline; however, the fare rules require that he rebook and complete travel before March 4, 2016.
We can confirm between the dates of March 17, 2015 and March 19, 2015, we received emailed correspondence from the customer requesting new tickets or a full refund. The customer was advised that refund requests are only handled via our customer service team and that he needed to contact us. On March 19, 2015, the customer contacted us to discuss his refund request. The customer was advised his refund request was denied as he did not check-in on time for international travel which resulted in a no-show.
On July 9, 2015, we contacted Delta Airlines to confirm the ticket status. The airline was able to locate the customer's ticket (ticket #XXXXXXXXXXXXX) in their flight reservation system. Delta 's representative stated their records reflected the customer was not able to board the flight due to insufficient arrival time at the gate. While the customer was unable to use the reservation, the customer has an airline credit with AeroMexico in the amount of $1,097.08 which can be applied towards a future booking.
While we are unable to provide the customer with the refund as requested, we are happy to assist the customer in exchanging the tickets for a future flight. We encourage Mr. [redacted] to contact our customer service department for assistance when he is ready to rebook.
We thank you for allowing us to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire is basically saying that they are not responsible because I was considered a no-show and I was there with plenty of time. I waited for the flight to arrive at the gate, I saw the people exiting the plane and getting onto the plane where I was supposed to go, but I couldn't because I just had a standby ticket that Delta was nice to offer me because they were not notify by hotwire that I was traveling that date. Again, I have the standby ticket still with me. Hotwire trying to say that I was a no-show when I was there is proposterous and unacceptable
Final Consumer Response /* (3000, 18, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This case has a very simple solution. I booked my trip with Hotwire. They accepted my purchase and I was traveling with Delta out of St. Louis on March the 16th. and Delta was not notified that I was traveling eventhough I had a booking confirmation from Hotwire.
The solution is to confirm with Delta if they had me on the list to travel that day from St. Louis ant 7:05 (flight Aeromexico [redacted] operated by Delta). If Delta does not show that I was an active passanger [redacted] failed to notify I was flying that day. So, someone failed to provide the service I purchased. Please advise if you can verify this information that will solve the case.
Thank you! [redacted]
Final Business Response /* (4000, 22, 2015/09/29) */
September 21, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case O-XXXXXX
Dear Revdex.com:
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted]. We regret to hear of Mr. [redacted]'s further dissatisfaction with our correspondence.
As noted in our previous response, Hotwire contacted both Delta Airlines and AeroMexico on Mr. [redacted]'s behalf and was advised that they did receive the reservation; however, the traveler did not check in and arrive at the airport within the required time prior to departure, which is why he was not allowed on the scheduled flight. We have verified that this reservation was successfully sent by Hotwire and received by the airlines, as a confirmation for it was provided by the airlines at the time of booking.
As no new information was provided regarding the customer's complaint, we respectfully request the Revdex.com close this case.
Sincerely,
[redacted]
Tier 3 Customer Service

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

April 19, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Hotwire.com regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from Mr. [redacted]) regarding an airline schedule change and flight cancellations.
 
Our records reflect on March 5, 2017 the customer accessed Hotwire.com and self-booked two one-way flights with United Airlines.  Mr. [redacted] purchased Itinerary [redacted] for a flight from San [redacted], Canada flying July 18, 2017 and itinerary [redacted] from [redacted] flying July 22, 2017.
 
United Airlines notified Hotwire of a major schedule change on the first of Mr. [redacted]s flights and he was given the option to accept United Airlines re-accommodation flight or have the flight cancelled and refunded by United.  Mr. [redacted] chose not to accept the flight changes offered by United and they cancelled his first flight. 
 
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. Hotwire has no control over when, or how often, airline initiated schedule changes occur. We cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Hotwire why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
 
As the merchant of record and the entity that charged the customer’s credit card, United Airlines would be the refunding party and airlines can take up to ninety days to provide refunds.  Hotwire has no control of this process. 
 
With regard to the return/second flight; as the customer chose to book two stand-alone flights rather than a round trip flight, therefore any change to, or cancellation of, the flight will come under the terms of the booking the customer agreed to at the time of purchase. The airline’s fare rules show the ticket is non-refundable and would incur a $200.00 change fee if changed.  If the customer chooses to cancel the second flight, the ticket will become a lost value and he would forfeit all money paid, per the airlines terms.   Hotwire must abide by the terms of the vendor at the time the ticket was purchased.
 
 
Hotwire.com 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. Hotwire does not own, operate or otherwise run any travel service companies.  Additionally, Hotwire’s Terms of Use, which were agreed to by Mr. [redacted] at the time of booking, provides the following information:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Hotwire Company. Hotwire is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Hotwire is not liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 
Hotwire regrets the inconvenience the airline schedule change has caused the customer and Hotwire would be happy to assist the customer in booking an outgoing flight that will meet their needs so they can keep their return flight. 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Corporate Customer Service