Hotwire

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

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

Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If risk management has finished he investigation why have I not yet received a refund? I haven't received any information about any of this since I first addressed it back in April, no call, email or mail. This has not resolved anything as I am still being charged $300
Final Business Response /* (4000, 9, 2015/08/05) */
August 5, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Miss [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hertz in Jacksonville, Florida on January 10, 2015. We understand that you are claiming this was a fraudulent charge. As such you are seeking a full refund for this reservation. We regret any frustration this situation [redacted] have caused.
Hotwire's Terms of Use indicate user access to all or part of the Hotwire Web site [redacted] be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any details. We apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's security.
As previously mentioned by our Customer Care agents, going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. All further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX) XXX-XXXX. They do not take inbound calls, but if further information is necessary for their investigation they will be in touch. At this time they have indicated they have completed their investigation, and no compensation is due.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was handled. It says the investigation is complete yet I still have yet to recieve a refund. I would have no problem paying if I would of rented a car. I did not and have confirmed with the rental agency no car was ever picked up. Why has it been this long and still not one response from hotwire other than this that says they're sorry for my troubles. I just want my refund.

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

Initial Business Response /* (1000, 6, 2015/08/04) */
August 4, 2015
[redacted]
XXXXX [redacted] Court
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with Enterprise in Philadelphia, Pennsylvania on July 23, 2015. We understand that you returned the vehicle early, and are requesting a partial refund for this reservation. We regret any frustration this situation [redacted] have caused.
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 and billed regardless if the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. In order to complete the booking, you selected a box stating you read, understood and accepted those conditions.
When you contacted our customer care department on July 23, 2015, you indicated that your sister was ill, and you needed to assist with her care. Because Hotwire does understand that sometimes things happen that are out of your control. If you would like to provide the requested documentation of this medical emergency, we can review your situation to make a possible exception for this agreement.
Hotwire appreciates 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, 8, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT EXCEPT THIS. I NEVER NEVER PICKED UP OR DROPPED OFF WITH ENTERPRISE'S VEHICLE. MY FAMILY PICKED ME UP DUE TO MY SISTERS EMERGENCY. I AM NOT AT LIBERTY TO SAY OR PROVE WHAT OCCURRED WITH MY SISTER. I DID SEND THIS SAME LETTER TO THIS COMPANY. I WAS TOLD BY ENTERPRISE THAT HOTWIRE IS VERY DIFFICULT AND RUDE.
Final Business Response /* (4000, 10, 2015/08/18) */
August 18, 2015
[redacted]
XXXXX [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 Enterprise car rental on July 23, 2015 in Philadelphia, Pennsylvania. We understand that your sister became ill, and you did not use your reservation. As such you are asking for a refund for this car rental. We regret any frustration this situation [redacted] have caused.
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. If you sister was ill, and that impeded your travel needs, we can make consideration for your situation. 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).
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.)
THIS IS TOO BAD I WILL NEVER DO BUSINESS WITH HOTWIRE AGAIN.

November 17, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted]
 
Dear [redacted]i,
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your booking experience with...

Hotwire. I understand you are dissatisfied as were charged more than the amount you expected for the rebooking process. As such, you requested a refund of the overcharged amount.
 
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information:
 
- First and last name of the Primary guest.
- Email address used to complete the reservation.
- 10-digit Hotwire Itinerary Number.
 
Once we receive this information, we will be more than happy to research further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

February 23, 2017   [redacted]   In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]   Dear [redacted],   Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your...

reservation with Hawthorn Suites Charlotte Executive Park. I understand you are dissatisfied because of not being able to cancel your booking. As such, you requested a refund.   Our records indicate that your reservation was a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.   I understand that your plans may change and that is why we strive for clarity during the booking process. On the final billing page, we present a bulleted list of our Hotwire’s Rule and Restrictions and Terms and Conditions. Within those restrictions the following statement is provided:   “All bookings are final. (No refunds, no changes)”   The insurance offered during the booking path is Trip Protection offered by Allianz Global Assistance. Trip Protection covers unexpected events such as medical emergencies, strikes, natural disasters and bad weather. Hotel Protection does not offer coverage for change of plans due to non-emergency situations. Prior to adding Trip Protection on our site, Allianz Global Assistance provides a link to their Terms of Use. This provides customers booking on our site the opportunity to review specific information regarding their policies and coverage exclusions before booking.   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, 2016/02/01) */
February 1, 2016
[redacted]
XXXXX [redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your reservation with Country Hearth Inns & Suites - Gainesville. I understand your dissatisfaction stems from the condition of the hotel and star rating. Therefore, you requested a refund.
We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly.
At Hotwire, regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at X (XXX) XXX - XXXX for additional support.
After further research about the property, I did find numerous reviews on the hotel's condition. Please accept our sincere apologies along with 25 HotDollars I applied to your account [redacted]@qq.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and Hot Rate hotel reservations. Your HotDollars are valid for up to one year from issue, expiring on February 1, 2017.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/12/23) */
December 22, 2015
[redacted]
[redacted] lane
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau regarding your reservation with Jameson Inns - Wilson. I understand you are dissatisfied with your recent Hot Rate(r) Hotel reservation, specifically with the star rating and that you received a hotel that was not listed on the Web site as an example. As such you are requesting a full refund.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire 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 is the "right" star rating for a particular hotel.
At Hotwire, we strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). For our Hot Rates(r), we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighbourhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 2.5-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer [redacted] receive when completing their reservation. Allow me to assure you, it is never our intention to mislead our customers.
In addition, we guarantee customers a clean and comfortable stay. If there is a quality concern with the hotel, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at XXX-XXX-XXXX for further review.
Based on the information above and upon confirming that you were able to utilize the reservation, I am unable to honor your request for 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
Complaint Response Date bumped because: Holiday

September 21, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], customer e-mail address [redacted]
 
Dear [redacted],
 
I am writing in response to your inquiry to Hotwire and the Revdex.com...

regarding a hotel reservation. As you indicated, you are dissatisfied with the hotel you booked because of receiving a smoking property. As such, you requested a refund or a transfer to a non-smoking hotel.
 
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information:
 
- First and last name of the Primary guest.
- Email address used to complete the reservation.
- 10-digit Hotwire Itinerary Number.
 
Once we receive this information, we will be more than happy to research further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

February 15, 2017
[redacted] OH [redacted]
 
In response to Revdex.com Complaint ID [redacted] customer email address [redacted]@icloud.com
 
Dear [redacted]
 
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel...

reservation. I understand you are dissatisfied with your booking as you are not happy with the savings you received.
 
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information:
 
- First and last name of the Primary guest.
- Email address used to complete the reservation.
- 10-digit Hotwire Itinerary Number.
 
Once we receive this information, we will be more than happy to research further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2, 2016
[redacted]
[redacted] CT
[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 Hot Rate(r) hotel reservation with Sheraton Charlotte Hotel. I understand you were dissatisfied with your recent hotel reservation as the hotel charges for parking and internet services. As such, you are requesting a cancellation and refund.
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 best suiting their needs such as "Free Parking and Free Internet". If "Free Parking or Free Internet" is not listed as an amenity and the property opts to charge for parking, it is treated as any other incidental not included in your Hotwire rate (i.e. room service, phone calls). Any parking fees or internet fees incurred must be paid directly to the hotel, usually at check-out time. After reviewing your reservation, I confirmed "Free Parking and Free Internet" were not listed as an amenity.
We take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) 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.
After further investigation, I learned that we offered to extend an exception to rebook you to a different property, which you declined as the new booking will have a higher rate. Our rates does change from time to time as we are working on live inventory. We were able to verify with the hotel that you were able to use the reservation and check in on January 22, 2016
Based on the information above, I am unable to honor your request for refund.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/13) */
September 13, 2015
[redacted] Street
[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 Super 8 Tampa Fl. We understand that you are seeking a refund for this booking, as you state there were illegal activities at the hotel and the room was dirty. We regret any concern or inconvenience this [redacted] have caused.
We contacted the hotel regarding these issues, and were assured that had any indication of illegal activities been observed it would have been addressed immediately. The hotel also stated that though the room was booked for two adults, you were allowed an exception to their policy, and allowed to check in with your children as well, though they were not included in the booking. You checked out on September 5, 2015 and there is no record of further contact made to Hotwire.
We regret that you were unhappy with your stay; we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations. We do place great value on your feedback. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
At Hotwire, we obtain deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. We guarantee payment to the hotel, and for this reason, Hot Rate reservations are booked as non-refundable and non-changeable.
In consideration of the above information, we are not able to honor your request for a 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, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The same thing they told me all mornings ng from the time I checked in which I didn't checkout I had to check in at another local hotel.no I do not accept this response.
Final Business Response /* (4000, 9, 2015/09/22) */
September 19, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your additional correspondence sent through the Revdex.com, regarding your booking with the Super 8 Tampa Fl. We understand that you are seeking a refund for this booking, as you state there were illegal activities at the hotel and the room was dirty. We regret that you are not satisfied with the response submitted earlier.
As stated previously we contacted the hotel regarding these issues, and were assured that had any indication of illegal activities been observed it would have been addressed immediately. The hotel made an exception and allowed you to check in with 2 additional guests that were not included in the original booking for 2 adults, at no extra charge.
At Hotwire, we obtain deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. We guarantee payment to the hotel, and for this reason, Hot Rate reservations are booked as non-refundable and non-changeable.
Based upon the information above, we will not be issuing a refund. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (2000, 11, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

April 13, 2016
[redacted] 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot...

Rate® hotel reservation with [redacted]. I understand you are dissatisfied with your recent booking, specifically with its star rating, as the property you receive is not listed as examples in our website. As such, you are requesting a refund.
 
Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. To determine Star Rating, Hotwire first incorporates Expedia’s star rating for the hotel and then adjusts the rating up or down based on direct Hotwire 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 is the “right” star rating for a particular hotel.
We strive for clarity in our web site. Upon selecting a Hot Rate® option, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. 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. In addition, we offer select independent hotels not listed. We clearly call out on the Web site hotel brands featured in the Star Ratings Guide do not represent Hotwires complete offering of hotel partners in this star rating category. Allow me to assure you, it is never our intention to mislead our customers.
 
In addition, 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.
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 website, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate® reservations.
 
On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use.
Based on the above information, I am unable to honor your refund request.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/30) */
June 30, 2015
[redacted]
[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 car rental booking with Payless, scheduled for pick-up at the San Diego International Airport (SAN) on June 12, 2015. We understand that you were dissatisfied with your booking, as the total charged was higher than the estimate provided at the time of booking. We regret any concern this [redacted] have caused.
With Hotwire there are two different types of rental car rates, prepaid and standard. The reservation you made was the latter; this type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total, to be paid to the agency at the counter. As there can be additional add-ons and services that car agencies offer at the time of pick up, opting to include these extras can alter the original estimated total that Hotwire provided.
To better understand why there was a difference in your totals, we contacted Payless directly at the San Diego International Airport and spoke with [redacted]. He advised us that you chose to upgrade your vehicle from a midsize car to an SUV, a service that was charged at $15.00 per day. Your reservation was for 11 days, which added $165.00 to your total. At $16.75 per day, the total daily rate was $184.25; with taxes and fees of $111.82, your total paid to Payless for this rental was $461.07. The vehicle upgrade would explain the difference between your Hotwire estimated total and what you paid to the rental agency on the daily rate. With regard to the taxes and fees, Hotwire provides an estimate at the time of booking, the actual tax cost paid [redacted] differ slightly from the tax-recovery estimate, depending upon the rates, taxability, etc. in effect at the time of the actual use by you, the customer.
We hope this addresses any concerns you [redacted] have had regarding your rental with Payless. 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, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wanted the original vehicle at the agreed upon price however at the counter the Payless representative [redacted] stated I could not have the vehicle at the agreed upon price.[redacted] stated the vehicle would cost me an additional $60.00. When I asked why he claimed hot wire was at fault. He claimed there are additional fees. When I asked "what fees " there was. No response. He then kept pushing a larger size car saying "if you have to pay more anyway why not take a larger vehicle this was a straight bait and switch. It was only my wife and myself and we definitely did not need a larger vehicle using more gas.
Final Business Response /* (4000, 9, 2015/07/16) */
July 16, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the additional opportunity to address your concerns as sent through the Revdex.com, regarding your car rental booking with Payless, scheduled for pick-up at the San Diego International Airport (SAN) on June 12, 2015. We understand that you were dissatisfied with your booking, as the total charged was higher than the estimate provided at the time of booking. We regret any frustration this [redacted] have caused.
We see that you booked one of our standard rate cars. This type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total, to be paid to the agency at the counter. As there can be additional add-ons and services that car agencies offer at the time of pick up, opting to include these extras can alter the original estimated total that Hotwire provided. This type of booking can be cancelled at any time without charge.
To better understand why there was a difference in your totals, we contacted Payless directly at the San Diego International Airport and spoke with [redacted]. He advised us that you chose to upgrade your vehicle from a midsize car to an SUV, a service that was charged at $15.00 per day. Your reservation was for 11 days, which added $165.00 to your total. At $16.75 per day, the total daily rate was $184.25; with taxes and fees of $111.82, your total paid to Payless for this rental was $461.07. The vehicle upgrade would explain the difference between your Hotwire estimated total and what you paid to the rental agency on the daily rate. With regard to the taxes and fees, Hotwire provides an estimate at the time of booking, the actual tax cost paid [redacted] differ slightly from the tax-recovery estimate, depending upon the rates, taxability, etc. in effect at the time of the actual use by you, the customer.
We hope this addresses any concerns you [redacted] have had regarding your rental with Payless. 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
Final Consumer Response /* (4200, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My only concern was the fact that Payless would not give me the mid size car at the agreed upon price. The SUV was offered to me as a consolation, because they refused to honor my reservation. It is possible that they did not have a mid size car available. For what ever reason they wanted an additional $60.00! For they vehicle. This was a true example of bate and switch. While I was complaining another customer at the same time was complaining about the same problem.

Initial Business Response /* (1000, 5, 2015/10/27) */
[redacted]
[redacted]
In response to Revdex.com Case number XXXXXXXX
Hotwire Itinerary number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire as sent through the...

Revdex.com, regarding your booking with the Siegel Slots and Suites in Las Vegas, NV. I understand you are dissatisfied with your recent Hotwire booking and you are asking us for a refund because you do not agree that the Siegel Slots and Suites is a 2.5 star hotel, and the conditions you found when you arrived did not meet your expectations and you also stated that the hotel was overbooked and the hotel
was not able to re accommodate you.
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer.
If you ended up staying at an alternate hotel, we are able to review for additional compensation. In order to review further we require a copy of the receipt for the alternate hotel stay as well as a copy of your credit card statement reflecting the two charges from Hotwire and the hotel. So we can resolve your issue as quickly as possible, please email the documents to [redacted]@hotwire.com. Once we receive these documents, we will review them for a possible refund for the difference in the amount originally paid and the cost of your alternate stay.
Please accept my sincere apologies along with a credit of 25 HotDollars I applied to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book Hotwire HotRate Ccars and HotRate Hotels. Your HotDollars are valid for up to one year, expiring on October 24, 2016.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 9, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
hotwire knew they way way over sold that hotel .I had to rent a car to get to there hotel ...no shuttle bus goes to north las vegas ....I got the rent a car just to get to the hotel ...that was way over booked .they had over 80 people over booked ....and that week end was concert .huge snoop dog [redacted] wonder in vegas all hotels were sold out ....hotwire ruined my whole trip ...wasted days of my time ...and now they say they will give me 25 bucks .....2 thousand not enough ....thanks [redacted]
Final Business Response /* (4000, 11, 2015/12/01) */
December 01, 2015
[redacted] XXXXX
In response to Revdex.com Case number XXXXXXXX, Hotwire Itinerary number XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire regarding your reservation at the Siegel Slots and Suites in Las Vegas, NV. I regret you remain dissatisfied with your Hot Rate(r) hotel reservation, as you feel that the 25 HotDollar credit was inadequate compensation for this issue.
Upon investigation, I learned that a call was made on October 5, 2015 and you spoke with one of our Travel Specialists regarding overbooking. After verifying to the hotel, we offered you the option to refund the reservation and 25 HotDollars as compensation for the inconvenience, which you declined.
To further review your situation, we will require a copy of the receipt of the alternate hotel stay. To resolve your issue as quickly as possible, please email the documents to [redacted]@hotwire.com. Once we receive these documents, we will review them for a possible refund for the difference in the amount originally paid and the cost of your alternate stay.
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.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 13, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
HI, FIRST I LIKE TO SAY ....25 BUCKS ARE YOU JOKING ????? I WANTED TO SEE life is beautiful festival .A ONCE IN A LIFE TIME EVENT ...BUT YOU HOTWIRE RUINED THAT ...#1 I FLEW FROM MINOT NORTH DAKOTA TO LAS VEGAS .#2 RENTED A CAR FROM YOU HOT WIRE TO GET TO YOUR HOTEL THAT WAS WAY WAY OVER SOLD .#3 THAT SATURDAY NITE ALL HOTELS IN VEGAS WERE SOLD OUT .AND 3 WEEKS BEFORE CONCERT HOTELS WERE GOING FOR AROUND 15 TIMES THE MORNAL COST .NOW YOU HOTWIRE PLEASE CHECK ON THAT ,ITS THE TRUTH ...#4 YOU WASTED MY WHOLE TRIP DAYS OF MY LIFE .NEVER SAW CONCERT .#5 CONCERT TICKETS WASTED ..HAD TO GET HOTEL AT LAST MINUTE ...THANKS YOU RUINED THE WHOLE TRIP ..DRIVING AROUND TRYING TO FIND A HOTEL ,GAS ...NOW THE [redacted] YOU HOTWIRE PUT ME THREW .THATS WORTH 25 DOLLARS ?????? COME ON GET REAL ...RITE NOW I`M IN LOS CABO BAJA FOR 6 MONTHS .TILL [redacted] ...JUST GETTING OVER THE [redacted] YOU HOTWIRE PUT ME THREW .I SAY 5 OR 6 THOUSAND DOLLARS WOULD BE FAIR ...ADIOS [redacted]

May 31, 2016
[redacted]
[redacted]
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with The...

Madison Inn by Riversage. I understand you are dissatisfied with your recent Hot Rate® Hotel reservation, specifically with the star rating, as you feel the property was falsely advertised in our site. As such, you are requesting a refund.
 
Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. To determine the right star rating of a property, we align our rating with our parent company Expedia.
Regardless of the star rating, customers should expect a clean room in working order, if there is a quality concern with the hotel, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, we recommend contacting Hotwire Customer Care for further review.
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 supplier. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate® reservations.
On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]
I am rejecting this response because:  One queen bed is not an appropriate accommodation for two people who are not romantically involved.  At the minimum a king bed should have been provided.  This service is unacceptable and the complete lack of customer service is appealing.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/19) */
July 19, 2015
[redacted]
** St. [redacted] St. [redacted] Road
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # NUMBER
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the Hotel Balear in Spain. We understand you are dissatisfied with your booking results, as you state that you booked a 4-star hotel, and received a 3-star property. As such you are seeking a refund of the reservation. We regret any concern this [redacted] have caused.
With regard to the star rating, you booked this reservation online selecting a 3.5-star property. 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, Hotel Balear is listed as a 3.5-star hotel on Hotwire.
We have checked other well-known travel sites, and found the 3.5-star rating for this hotel to be fair. Please see the star-ratings for the Hotel Balear found on other sites below:
Hotels.com 3.5-star
TripAdvisor 3.5-star
Expedia 3.5-star
Travelocity 3.5-star
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the above information, we are not able to honor your request for a refund.
We appreciate your business and 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, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mrs [redacted]
Hotwire, Inc.
[redacted] XXXXX
22 July 2015
Dear Hotwire,
Supply of Goods & Services Act 1982 (Goods as not described)
On Monday 6th July 2015, you booked a 10 night hotel reservation. Thought I was getting a 4 star hotel at 2 star prices but was given a 3 star hotel instead for the cost of £343.84.
The goods supplied as part of this contract are not as described.
Hotwire(r) Hotel Deals - 4-Star Hotels at 2-Star Prices.
Ad www.hotwire.com/UK
4-Star Hotels at 2-Star Prices. Get Better Hotel Rates Today!
I am requesting a refund.
Please respond to my complaint in the next 14 days. If you fail to respond or put the problem right in this time, I will have no option but to consider taking the matter further.
Yours sincerely
Mrs [redacted]
Final Business Response /* (4000, 9, 2015/08/05) */
August 5, 2015
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Miss [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Hotel Balear, on September 28, 2015 in Can Pastilla, Spain. We understand that are asking to cancel your Hot Rate(r) hotel reservation for a full refund. We regret any frustration this situation [redacted] have caused.
If you were booking this hotel after receiving a promotional email, the best information about the particular rates you saw is in the email you received which details any restrictions that apply to that promotion or deal alert.
Generally, the promotional emails we send are examples of the great rates our customers have found. As these are examples only, we are unable to guarantee they will be available at the time of your search. These examples were found by customers searching for specific dates, star ratings, and hotel neighborhoods, so any reservation would need to exactly recreate the search our customers used to find the same great deals. Please understand that any changes to the dates of travel, destination and other search criteria will typically affect the rates displayed.
During your Hot Rate(r) Hotel search, we provide you with as much information up front as possible to assist you in choosing a hotel without revealing the hotel's exact name. You are provided with the star rating of the property, a list of amenities offered, and a general geographical location of the hotel. Prior to booking, Hotwire provides the Terms of Use, which explain all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. This was agreed to prior to confirmation of your reservation.
At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Hotels do not offer refunds for Hot Rate(r) reservations, because once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not.
When you reached out to Hotwire about your reservation on July 8, 2015, you asked to cancel because your boyfriend had booked a room for these same dates. Because your Hot Rate(r) room was confirmed as a final booking, we advised this room was not eligible for cancellation or refund. Later in the day when you reached out to ask to cancel as the property did not have a pool, and we confirmed that a pool was not an amenity listed at the time of booking, and again declined the cancellation and refund.
In consideration of the above information, we are not able to honor your request for a refund.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Sir/Madam
Thank you for sending me the response from the business in question. I am not happy with the response as this response is nothing that I have been told before.
I have contacted the Citizens Advice and have been advised to contact you regards American Law and where I stand with this. I wrote to the business 21st July 2015 ref: The Supply of goods & services Act 1982 do you have a similar law in USA.
The company commented that I cancelled due to the hotel they provided did not have a pool but is one feature regards but the this is not the intital reasons they are advertising their hotels and supplying 3 star hotel which is wrong. I have evidence from google website Hotwire 4 star hotAdsHotwire(r) Hotel Deals - 4-Star Hotels at 2-Star Prices
I am requesting a full refund
thank you for your help

Tell us why here...
August 22, 2017
[redacted]
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with...

Howard Johnson Pigeon Forge. I understand that you are dissatisfied with the savings you received on your hotel booking. As such, you requested a refund.
 
Our records indicate you booked a Hotwire Hot Rate ® reservation. In Hot Rate ® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate ® reservations are non-cancellable and non-refundable.
 
Allow me to further clarify how the savings provided on our site was derived. 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. To 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 if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention.
Let me 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 is in place as assurance to our customers we are providing the lowest rates. If you find a lower total for the same property with the same travel dates 48 hours before check-in, we will refund you the difference.
Based on the information above, I am 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, 2015/08/05) */
August 5, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the Ramada Waukegan Gurnee, on July 31, 2015 in Waukegan, Illinois. We understand that you disagreed with the star rating of the property you recently booked at a Hot Rate(r) hotel. As such you are seeking a refund for this reservation. We regret any miscommunication this situation [redacted] have caused.
Allow us to further clarify how the star-ratings are obtained. Please understand, currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. Our customers play a very large part of the star-rating determination. To determine star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. Our customers provide Hotwire with over half a million hotel reviews every year. If the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the rating. If a large percent of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's rating. Allow us to assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis.
Hotwire guarantees no matter where you book, you can expect a high level of quality from our hotel partners. We promise our customers receive a clean room in working order.
We have verified you used this room as booked; therefore we will not be refunding the cost of the room. However, we reached out to the Ramada Waukegan Gurnee to discuss your concerns. They tell us that you did not bring any issues with your room to their attention during your stay. We have been advised they although they recently changed to a non-smoking property, some rooms do have a lingering smoke smell. This would be uncomfortable for any guests who suffer from asthma. After review, we have determined to compensate your account with 25 HotDollars, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel.
A separate email will be sent to you with more information about how to use your HotDollars. Keep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollars. Any remaining HotDollars will stay in your account for future use. Please note that your HotDollar credit will expire on August 3, 2016. We will be more than happy to answer any additional questions you [redacted] have.
For future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at the number below so that we [redacted] work with our hotel partner to resolve the issue.
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

Complaint: [redacted]
I am rejecting this response because:I think I have a right to know why I am BANNED. What kind of company works this way? I never did anything wrong. Customer service you thank your customers that keep coming back and not ban them. I would not use your services anyways after this as it is insulting but I deserve to know why.  
Sincerely,
[redacted]