Hotwire

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

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, 2015/06/14) */
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, 2015/07/23) */
July 23, 2015
[redacted] Dr STE *
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns, as sent through the...

Revdex.com, regarding your hotel reservation with the Club Quarters Wall Street for [redacted] 24, 2015. We understand that you are requesting a refund due to the hotel not in the area selected. We regret any frustration this [redacted] have caused.
At Hotwire, we strive for clarity during the booking process. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In your case, the area selected was "Financial District-Wall Street, New York". I have confirmed the Club Quarters Wall Street is located within the green shaded map defining that area.
We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and therefore Hot Rate reservations are final.
Based upon the previous information, we will not be honoring your request for a refund. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
Hi,
This has not been resolved, they have sent me the same email before. they need to understand this that they provided me the hotel outside of the MAP zone I selected.
They have this template written message they probably send to everyone, I explained them this before several times and even on the call, please find attached all email conversation.
I understand they cannot tell the exact location of hotel but we have an option to select area from the map and I was provided hotel far away from the are I selected.
* Please find attached email conversation I had with Hotwire where I explained them what really happened.
Final Business Response /* (4000, 9, 2015/08/04) */
August 4, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Club Quarters Wall Street. Specifically, you state that you booked for the Times Square - Theater District, but received a hotel in the Financial District - Wall Street area. As such, you are requesting that we provide you a full refund totaling $254.66. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
You have made it clear that your intent was to book a hotel in the Times Square - Theater District; however, we have reviewed your reservation again and have confirmed that for this booking the Financial District - Wall Street area was selected.
Here at Hotwire we understand the importance of booking a hotel in the desired area; as such, we show the mapped zone at the time of hotel selection, we list the area selected at the top of the webpage on the details page, Show the mapped zone before the "Know Before You Go" list, and display the area the hotel will be in on your trip summary before the reservation is finalized. Please understand that once you indicate that you accept the Hotwire terms of use and press "Confirm payment" all bookings are final and no refunds, changes, or transfers will be provided as stated in our Terms of Use.
Based upon the information above and our previous correspondence we will not honor your request for a refund totaling $254.66. Thank you for the opportunity to further clarify how our website works. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office

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

Initial Business Response /* (1000, 5, 2015/08/13) */
August 13, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with Alamo for pick up in Baltimore Washington International on Aug. 12, 2015. We understand that you wished to change the vehicle type after you made your booking and were unable to. We regret any frustration this situation [redacted] have caused.
Hotwire services two types of car rental reservations: Hotwire Hot Rates and Hotwire Retail Rates. With Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Retail Rates can be cancelled at any time without penalty. Our Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundable. I confirmed the type of rental you booked is a Hotwire Hot Rate.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
Based upon the above information we will not modify this reservation with the information provided. In order to evaluate this situation, I do need to review copies of relevant documentation to verify your relationship to the deceased. The required documentation is: Death Certificate (to verify the death) or a dated Obituary that clearly lists surviving family members along with a birth certificate, driver license, or marriage certificate for verification of relationship to the deceased (to verify the relationship of the caller to the deceased).


We appreciate your business, and regret that your Hotwire experience was anything less than exceptional. We hope that we will have the opportunity to better serve your travel needs in the near future. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Having to supply such highly personal information to a company for a rental car is simply outrageous. The death certificate list the cause of death along with other highly personal information. The requirement for a dated Obituary that clearly lists surviving family members along with a birth certificate, driver license, or marriage certificate for verification of relationship to the deceased (to verify the relationship of the caller to the deceased).
information is not spelled out on the website. As the niece to the deceased I would not have any of my uncles information listed on my birth certificate and I was not listed in the obituary.
Final Business Response /* (4000, 9, 2015/08/19) */
August 19, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Alamo on August 12, 2015 in Baltimore, Maryland. We understand that due to a death in the family you downgraded the size of rental vehicle used. You are seeking a partial refund for the difference in rates. We regret any frustration this situation created.
As previously stated, per the Hotwire Terms of Use, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
Hotwire is committed to getting you the best deals possible. Because of the extremely low rates offered by our car partners, refunds, exchanges, transfers or changes are not typically available. We can make consideration for your situation due to the death in your family. Our partners require very specific documents in order to make an exception to the cancellation and refund policies. We understand that these documents [redacted] be difficult to procure and apologize for any inconvenience, but it would be the only way to have any refund for your car rental.
In consideration of the information above, we are not able at this time to honor your request to refund any portion of this reservation.
We remain confident our business model is meeting the needs of our customers, and our company's goals. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

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

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

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

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

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

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

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, 2015/08/09) */
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, 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

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

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

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, 2015/09/07) */
September 7, 2015
[redacted] Circle
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with the Stay Express Hotel, Fort Worth for August 14-16, 2015. We understand that you are seeking a credit to your account for the amount of this reservation, as you state the hotel was dirty, some rooms were closed and some under renovation, and you left the hotel to find other accommodations. We regret any inconvenience this [redacted] have caused.
Our records show that you contacted Hotwire on July 26, 2015 seeking a refund as you were unhappy with your booking results. At that time you were advised that we are not able to refund Hot Rate reservations based on reviews found online and you were encouraged to give the hotel a chance, to check in to the hotel and call our 24-hour Customer Care line if there were any concerns on arrival, as we would then work with the guest and the hotel to resolve them. The next contact received regarding this reservation was August 24, 2015, several days after the dates of the reservation, stating that you had checked out right away, had not used the reservation, and were seeking a refund. We then contacted the hotel, and were advised that, as no one checked out through the front desk, they were unaware the room was not occupied, and considered the reservation to have been used in full.
We regret that you were unhappy with your stay; however our options to assist you were limited by the fact that it was after the reservation date was passed [redacted] you contacted Hotwire with regard to the condition of the room. Though we were not given the opportunity to assist you during the time of the reservation, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the above information, we are not able to honor your request for a credit to your account.
We appreciate your business and hope to assist you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

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.

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

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

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

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

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