Hotwire

Initial Business Response /* (1000, 7, 2015/06/15) */
June 15, 2015
[redacted] Court
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the Jonathan Edwards Motel in [redacted] We understand that you were unhappy with your booking results, as you have read bad reviews of the hotel, and you do not feel this is a 3-star property. You are now seeking to cancel your reservation for a refund. We regret any concern this [redacted] have caused.
With regard to the star rating, as there is no standardized calculation for this, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, the Jonathan Edwards Motel is a 3-star hotel on Hotwire.
We have checked other well-known travel sites, and found the 3-star rating for this hotel to be consistent. The Jonathan Edwards Motel is also listed as a 3-star on the following sites; Expedia.com, Kayak.com, Hotels.com, Hotelplanner.com, and Travelocity. At this time, we remain confident our star-rating system is meeting the needs of our customer's goals.
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above, we are not able to honor your request to cancel your reservation for a refund. However, we do guarantee customers a clean and comfortable stay. If there are concerns on arrival, 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 your satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional support. We are here 24 hours a day, seven days a week to assist you.
We strive to exceed our customers' expectations, and we regret that your Hotwire experience has been anything less than excellent.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

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

February 2, 2017
 
[redacted]
[redacted]
[redacted] WA [redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Extended Stay America - Phoenix - Scottsdale, AZ. I recognize your refund is taking longer than usual. We sincerely apologize for this inconvenience.
 
I am happy to let you know that we have issued your refund in the amount of $192.49USD on January 31, 2017 back to your account.
 
Please be advised, refunds normally take one to two business days and is up to your financial institution as to when the funds will be available for use which typically takes five to seven business days.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations

Complaint Department
Re: Hotwire Case #: [redacted]
 
 
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 [redacted]) regarding a package reservation.  We understand Mr. [redacted] is requesting a refund. On March 6, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on September 15, 2016, the customer self-booked a package reservation for [redacted] and [redacted] Travel was on WestJet Airlines, departing October 7, 2016, from Halifax Nova Scotia, Canada to Toronto, Canada; and returning on October 10, 2016, from Hamilton Ontario, Canada to Halifax Nova Scotia, Canada. The package included a hotel stay at the Ramada Plaza Toronto Downtown, via itinerary number [redacted]. The customer is stating they canceled the reservation and received a refund; however the refund amount is not correct.
 
Upon further researching this matter, we can confirm on September 15, 2016, the customer contacted Hotwire to cancel the package reservation. Hotwire canceled the flights and contacted the hotel; they authorize the refund.
 
Hotwire processed the refund in the amount of $799.95usd for the flights and on September 21, 2016, and processed the refund in the amount of $416.83usd for the hotel back onto the original form of payment; which is a Visa ending in [redacted].
 
Hotwire was able to review the customer’s booking session that was made on September 15, 2016. During the booking and checkout path on our website, it was disclosed that the price quote was in USD. The customer’s itinerary confirmation that was sent did also disclose the information for the currency that was charged.
 
The customer was charged for the package reservation $1,216.78usd, Hotwire has refunded in full for the package reservation.
 
We hope the customer understands Hotwire cannot honor the request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
[redacted]
Corporate Customer Service

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

March 7, 2017
 
[redacted] New [redacted] CT [redacted]
 
In response to Revdex.com Complaint ID 1[redacted], Hotwire Itinerary [redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding...

your transaction with Hotwire. I understand you are dissatisfied because of not being able to receive a refund for the reservation you thought that did not go through.
 
Our records indicate that what was booked was a Hot Rate® hotel. Hot Rate® reservations are bookings in which the customer is 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.
 
At Hotwire, we strive for clarity on our Web site. We have tailored our booking path to be informative every step of the way and relatively easy to use. First our customers are presented with their booking details and various policies regarding their hotel reservation. Next, customers are required to enter the primary guest’s name and billing information. Finally, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the booking. If any of these steps are omitted, the booking cannot be completed.
 
Upon review, we learned that the travel specialist was not able to pull up any reservation with the information you provided at the time of your conversation. Please understand, our Travel Specialists ask information that is related to the customers booking and pull up information with those details. Since the information provided at the time of call was invalid, agent was not able to pull information. Therefore, agent will assume there was no booking.
 
Additionally, after a booking is completed. An e-mail confirmation is sent to the customer’s e-mail address provided at the time of booking. This is to let the customer know that the reservation went through.
 
Based on the information above, 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.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/12/14) */
December 14, 2015
[redacted]
XXXXX [redacted] Drive
[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 in Radisson Blu Hotel Paris Champs Elysees. I understand you are dissatisfied with your hotel reservation, as you were requesting to cancel your booking because of the recent Paris situation.
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rate(r) Hotels and Hotels. For Hotels, 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 Rate(r) Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee. Our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundable. These restrictions enable our partners to better manage their unsold rooms.
After reviewing your reservation, I confirmed you booked a Hot Rate(r) hotel. 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 appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/02) */
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, 2015/07/22) */
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

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

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]

March 23, 2017
 
[redacted], TX [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 Holiday Inn Scottsdale North - Airpark. I understand you are dissatisfied with your booking because you feel that the hotel is not a 3.5 star property.
 
Currently, 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.
In addition, we strive for clarity during the booking process. After searching for a deal 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 3.5-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservation. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category.
Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help.
 
Based on that information, we are unable to honor your refund request.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17, 2015
[redacted] Avenue
[redacted]
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 attempt to book a hotel reservation in Chicago for September 17, 2015. We understand that you were unable to complete the booking, as the rooms available to Hotwire sold out, and as such you are seeking a Hotwire credit of $320.00. We regret any frustration this [redacted] have caused.
Because of our dynamic inventory, which is based on availability and demand, it is not always possible to complete every reservation. We can assure you that we do not ever try to substitute a hotel at a higher rate. Each of our partner properties list the number of the rooms they are making available to Hotwire, and because of the great low Hot Rates, they do sell out. It is our hope that you will find an acceptable alternative from those that are still available.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Thank you for your response, but you have not resolved this issue. I believe this was a bait and switch as it is apparently your word that someone else reserved the hotel I booked as I was reserving it. I have a question, how can two people book the same hotel room at the same time? There was no indication to me on your site that your reservation policy is a sprint to book a room after you have clicked on the room reservation link and put your personal information in. Did you save my personal information and sell it? I was not able to find another room in Chicago for $160 for 9/17 and as a result I could not travel. I am asking for a complete explanation of your reservation policy and booking algorithm and $320 in restituiton. Otherwise,I will be contacting the Massachussets and California Attorneys General regarding your bait and switch tactics.

Complaint: [redacted]I am rejecting this response because: I informed the hotel that our internet access was not accessible. The hotel was unable to resolve the issue. I am being charged for services that Hotwire guaranteed which were not delivered upon our stay amongst other things. We left the hotel early because of this inability to resolve our issue. Now I am contacting Hotwire for restitution of which is being denied to me.Sincerely,[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.

Initial Business Response /* (1000, 5, 2015/06/14) */
June 14, 2015
[redacted] West [redacted] Street [redacted]
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your booking with the St. James Club All Inclusive. We understand that you were unhappy with your stay, as the free premium drinks offered by the hotel were not top shelf liquors, wifi was accessible in the lobby area only, and you went off site for meals, due to the food allergies of your traveling companion. We regret any frustration or inconvenience this [redacted] have caused.
We contacted the hotel with regard to the food allergy issue, and learned that if there are specific dietary needs, the hotel will be happy to provide guests with alternatives. The guest would need to inform the hotel of the special needs at the time of check in, letting them know which venue you will be dining in for which meal.
The hotel stocks mid-level liquors for their premium drink requests. The hotel does have the ability and the right to select what they consider to be premium liquors.
The internet service is not listed as a free amenity, and not advertised as in-room, but the hotel does provide internet access with wifi in the lobby area.
In consideration of the above, we are not able to honor your request for a refund of this booking.
We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellent. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us of your concerns. We hope we 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 Express customer care at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/09) */
August 9, 2015
[redacted] Drive
[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 Extended Stay America - Washington, D.C. - [redacted] - Landmark. We understand you are seeking a full refund, as you were dissatisfied with the cleanliness of the room, the hotel had no ice machine, just ice trays in the freezer of the kitchen, and the mattress was uncomfortable. You also state you do not feel this was a 2.5-star hotel, as the room included a kitchen.
We regret and discomfort or inconvenience this situation [redacted] have caused, and appreciate you took the time to express your concerns. Customer feedback helps ensure we are able to meet and exceed the high standards Hotwire customers have come to expect.
Our records show you contacted Hotwire on July 29, 2015, asking to change hotels as there was no shampoo, drinking glasses, or an ice bucket in the room you were assigned. Your next contact regarding this hotel was July 31, 2015, seeking a refund as you had chosen not to stay. We apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations.
We have applied 25 HotDollars to your account as compensation. Each HotDollar is equivalent to one US Dollar, and can be used to book any Hot Rate car rental or hotel reservation on the Hotwire site. Your HotDollars are valid for up to one year, expiring on August 8, 2016. You will also receive an email with more information about your HotDollars.
With regard to the star-rating; as there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, the Extended Stay America - Washington, D.C. - Alexandria - Landmark is listed as a 2.5-star property with Hotwire.
We have checked other well-known travel sites, and found the 2.5-star rating for this hotel to be fair. The Extended Stay America - Washington, D.C. - Alexandria - Landmark is also listed as a 2.5-star property by TripAdvisor, Hotels.com, Expedia, HotelPlanner, and Travelocity. At this time, we remain confident our star-rating system is meeting the needs of our customer's goals.
The determination was made that the complaints were not severe, and do not merit a refund. 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.
In conclusion, we are not able to honor your request for a full refund. 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, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire states emphatically on their website "regardless of a hotel's star rating, you should expect a clean, private room that comes with housekeeping services. If you encounter a problem during your stay, contact us and we will work directly with the hotel to resolve it. Decisions regarding our Star Ratings Guide, rebooking or compensation will be determined solely by Hotwire".
In my case, they severly failed as there was
FECES in the toliet,
DIRTY counter top in the kitchen area,
CORRODED bathroom fixtures,
TERRIBLE STENCH of food odors from previous guests,
DIRTY bathroom door,
NO readily available ice at the property, etc.
Once again I state that that property, Extended Stay America is no typical hotel room equivalent to any of their other listed 2.5 star hotels.
Thrice they apologized and admited they failed to live up to their standards yet they fail to do the right thing here and refund my monies. They initially twice refused to do anything at all except apologize. It was only after filing a formal complaint here with the Revdex.com that they sent me an email (on August 9th) stating that I have a $25 credit on my Hotwire account. While they [redacted] feel that was a grand gesture, it's more of an insult. I want the entire amount of $138.45 refunded to my credit card within 7 business days. I have other comsumer protections available to me of which I shall pursue; namely an initial charge back with my credit card company and a formal complaint with the Attorney General's office for deceptive business practices. The sad thing here is that I've recommended and used them many times through the years and have been happy. I have one bad experience and ask them to do the right thing and they refuse to do so. Furthermore, I fail to understand here how the Revdex.com grants them an A+ rating with the amount of complaints against them for similar issues.
Thank you.
Final Business Response /* (4000, 9, 2015/08/20) */
August 20, 2015
[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 with the Extended Stay America - Washington, D.C. - Alexandria - Landmark. We understand you are seeking a full refund; as you were dissatisfied with the cleanliness of the room and disagree with the hotel star rating. We regret any frustration this [redacted] have caused.
Here at Hotwire we determine Star Rating by first incorporating Expedia's rating for the hotel; then we adjust the rating up or down based on direct customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what the "right" star rating for a particular hotel is.
The feedback we've received for this property is a 2.5 as determined by Hotwire customer surveys. You were provided a 25 Hot Dollar credit due to your dissatisfaction with this reservation and because we value you as a customer.
As we have confirmed with the hotel that no complaint was filed with the front desk at the time of your stay, we will not be providing a refund for this reservation. Please understand that we do have a clean and comfortable stay policy and if the hotel is unable to accommodate you we encourage you to reach out to us so we can work with you to come to a solution.
Our goal is to exceed your expectations and we regret if we did not do so on this occasion. We hope to have the opportunity to better serve your travel needs in the future. If you need to reach us for any other reason, please feel free to contact us directly at 1-866-HOTWIRE (XXX-XXXX). Thank you for choosing Hotwire.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you once again Revdex.com folks for your attempts to mediate this issue between myself and Hotwire. Four times they've admitted in writing that they failed in their attempt to provide me with what was advertised as a "Clean and Comfortable" room, (or resolve the issue on the date of the scheduled stay). Still, they fail to accept responsibily for their failure and refund my monies paid for the room we did not stay in. Per my previous correspondence, my recourse now is to contact my credit card company and initiate a chargeback. Additionally, I am incensed enough to never use their services again and I will file a formal complaint against them with the Attorney General's office of the State of California. I wish to keep this complaint open and active in hopes that it will affect Hotwire's Revdex.com A+ rating; of which I'm still baffled how it can receive.

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]

<*><*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]

August 15, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Hotwire Case #:  [redacted]
Dear Revdex.com,
 
Thank you for taking the time to contact Hotwire, 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.  Hotwire, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Hotwire, Inc. is responding to the consumer complaint from Christy [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect the customer accessed Hotwire.com and self-booked itinerary # [redacted] for a one night stay at the Bask Hotel in Morehead City, NC.  The customer contacted Hotwire requesting assistance with changing the reservation to a two night stay.  Although the original itinerary was non-refundable at booking, the hotel was contacted and they gave their approval for the cancellation of the first itinerary and creation of a new one for the two night stay.  The hotel was the merchant of record for Hotwire bookings, and the party that billed the customer.  They agreed to process a refund for the original booking. 
 
On August 15, 2017 we spoke with the Bask Hotel and their office manager, [redacted], confirmed that an error had occurred on their end and the refund had not processed successfully.  She has re-processed the refund in the amount of $157.84 on August 15, 2017 and confirmed this in writing for us.  She has asked that we advise Ms. [redacted] that it can take seven to ten days for the credit to be available in her account, depending on how quickly her bank processes refunds. 
 
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