Hotwire

Initial Business Response /* (1000, 5, 2015/10/06) */
October 6, 2015
[redacted] Street
[redacted] XXXXX
In response to the Revdex.com Case Number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns...

as sent through the Revdex.com, regarding your reservation with Red Roof Inn San Francisco Airport. We understand you are dissatisfied with your recent hotel reservation, specifically with the 3.0 star rating of the property. Hence, you requested a refund; equivalent to $353.10.
We apologize for any frustration or inconvenience this situation [redacted] have caused you. At Hotwire, we take customer feedback very seriously, and appreciate the time you took to notify us with your concerns. I have noted your experience with Hotwire Customer Service and can assure you this particular matter will be appropriately handled internally.
Upon review, we have confirmed that you contacted Hotwire on September 17, 2015 to request a change on your hotel reservation due to your disagreement with the hotels star rating. Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. At Hotwire, we get our star ratings by:
* Soliciting customer feedback following every stay and adjusting our ratings accordingly
* Visiting thousands of properties each year
* Investigating and acting upon customer star-rating concerns
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. The star rating of the Red Roof Inn was most recently evaluated on July 21, 2015. Based on that review, we are confident the current 3.0 star rating given to this property is accurate. And regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on the information provided above, I am unable to honor your request to refund your reservation.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

March 28, 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 reservation with Bally's Las Vegas. I understand...

you are dissatisfied with your recent hotel booking because at the time of check-in, you found a lower rate on the hotel's official website. As such, you requested a refund of the difference in rates. At Hotwire, we work diligently with our partners to offer consistently low rates to our customers. Being that we work with live inventory, rates are dynamic and will depend on what is available at the time that you made the search for a reservation.Our records indicate you booked a Hot Rate(r) Hotel on February 25, 2016. Per the Hotwire Terms of Use, all Hot Rate (r) bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable which you accepted and agreed to as part of our standard policies and procedures.In addition, an information in our Terms of Use and Help Center is addressed as follows: "Within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates"Since the lower rate was not found within 24 hours after booking, we are unable to honor your refund request.Based on the information above, we are confident we provided the lowest pre-tax rate for this property within 24 hours at the time of booking. We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best Regards,[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/07) */
July 7, 2015
[redacted]
XXXXX [redacted] Place
[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 Homewood Suites Oakland-Waterfront. We understand that you were charged by the hotel for your stay, as well as having prepaid for your reservation with Hotwire. As such you are seeking a refund. We regret any concern or inconvenience this situation [redacted] have caused.
We have reviewed your account, and we have not yet received the documents as requested. If you will please fax a copy of your receipt for this charge and a copy of the email you received from the hotel to X (XXX) XXX-XXXX, we will then review for reimbursement. Please include your name and the Hotwire itinerary number XXXXXXXXXX on your fax, so we are able to identify the correct account when received. If you prefer to send the documents via US Mail, please send them to the following address:
Hotwire Customer Care
Itinerary XXXXXXXXXX
[redacted] XXXXX-XXXX
We strive to exceed our customers' expectations, and we regret that your Hotwire experience has been 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, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do nat accept Hotwire's response because it is not accurate. Hotwire's response states:
". . . we have not yet received the documents as requested. If you will please fax a copy of your receipt for this charge and a copy of the email you received from the hotel to X (XXX) XXX-XXXX, we will then review for reimbursement."
On July 3, I mailed Hotwire a copy of the requested documents in a registered letter by US Postal Service, which requires a signature. Tracking number is XXXX XXXX XXXX XXXX XXXX. USPS indicates that Hotwire received the letter on July 9.
The documents in question are 1) a June 7 email from Homewood Suites confirming that it never received Hotwire's payment for my room, and 2) Hotwire's own email to me asking me to either fax or mail Homewood Suites' email.
Hotwire has been in possession of Homewood Suites' email since June 7, when I forwarded it to them (text below).

"According to Mr. [redacted] requests, I'm clarifying that our hotel has never charged on Hotwire's credit card and we have never received any payment from Hotwire. Regarding to Mr. [redacted]' reservation checked in on [redacted] 22nd and checked out on [redacted] 24th, our hotel charged on Mr. [redacted] personal credit card. If there is any further question, please contact the hotel at XXX-XXX-XXXX. Thanks!"

Though Hotwire has been in possession of this email since June 7, it would not accept this forwarded email as evidence if its non-payment. Hotwire wouldn't even take the simple step of contacting Homewood Suites to confirm whether the hotel received money I paid Hotwire to reserve a room. Instead, it demanded that I print out the email and either fax it or send it to them by a mail service that requires a signature.
I twice faxed Hotwire the email at the number it provided, and from two different locations. In both cases, Hotwire claims not to have received the fax. So I mailed the documents in a USPS registered letter.
I believe there is no question that Hotwire owes me a refund of my $167.87. I have done everything reasonably possible to document this to Hotwire. Conversely, Hotwire has done nothing to monitor its own transaction to confirm whether or not it has treated its customer fairly and delivered its contracted service.
Hotwire's tactics appear to be a deliberate attempt to avoid taking responsibility for its error. If Hotwire had acted responsibly, it could have easily confirmed its lack of payment and resolved this matter quickly. Instead, it has wasted a great deal of my time.
Final Business Response /* (4000, 14, 2015/07/23) */
July 22, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Homewood Suites Oakland-Waterfront. We understand that you have attached the requested documentation, and would like a refund processed to your account for this reservation. We regret any continued frustration this [redacted] have caused.
Your refund in the amount of $167.87 was processed on July 22, 2015 to the MasterCard that was used to book the reservation. Though it has been processed on our end, it [redacted] take 1-3 business days for the funds to become available. In addition we have added 25 HotDollars to your account as additional compensation. Each HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire site. These HotDollars will be available for use up to one year from the expiration date, or in this case, until June 21, 2016. We have sent an email to [redacted]@yahoo.com confirming your refund, and another with more information about using your HotDollars.
We appreciate your business and 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 customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (2000, 17, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm happy that Hotwire finally agreed to refund my $167.87 for the hotel room I reserved with them, which they never delivered. I remain disappointed that convincing Hotwire required two months and the following actions:
Three phone calls to Hotwire
Several emails to Hotwire
Obtaining a confirming email from the hotel where I stayed
Forwarding the confirming email, which Hotwire rejected
Printing out and faxing the confirming email to Hotwiretwice!
Mailing the confirming email to Hotwire by certified mail
Filing a complaint with the Revdex.com
Filing a complaint with California's Attorney General's office
Challenging Hotwire's charges with my credit card company.
As acknowledgement for its unwillingness to take responsibility for its obvious error, it offered $25 in Hotwire creditslittle more than one dollar per hour for the time it took me to recover my original purchase. Truly, this small purchase has been one of my most disappointing business transactions ever.

February 28, 2017
[redacted] Dr [redacted], AZ [redacted]
In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted]
Dear [redacted]
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Quality Inn...

Hollywood. I understand that you are dissatisfied with the savings you received and the amount you were refunded after your LPG claim. As such, you requested a refund in the amount of $55.96.
Our records indicate you booked a Hotwire Hot Rate ® reservation. In Hot Rate ® reservations, customers are shown the [redacted]ral 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 explain how our saving are 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 further clarify, Hotwire compiles a list of the retail rates we have found for all similar 2.5 star hotels in the vicinity chosen for the booking dates requested.  Savings are then calculated based on the median rate found, and thus the crossed-out savings we display represents the retail rate falling at the median.
Let me assure you we work with our US and international partners to get the best rates on hotels. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation and that is why we back this up with our Low Price Guarantee, which means before 48 hours of your check-in date, if you do find a lower rate for an identical booking, we’ll pay you the difference between the rates.
To address your issue regarding your LPG claim, I further researched the issues that were brought to our attention. Upon review, I found that the lower rate you found from hotels.com was $135.15 per night. Including the taxes and fees, the total amount is $156. With that, the amount you were supposed to be refunded was $25.88, not $10.77. We apologize for the inconvenience this has caused you.
As such, a refund in the amount $15.11 will be processed to your account to complete your refund. Refunds typically takes one to two business days and is up to your financial institution as to when the funds will be available for use.
For the inconvenience, I applied 25 HotDollar credits to your account under [redacted]@msn.com. One HotDollar is equivalent to one US Dollar that can be used in your future booking for any Hot Rate® hotels or Hot Rate® cars, valid for a year.
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

The date I enter in my original complaint was a mistype. I spoke with Hotwire's customer service reps. on March 18, 2016 not March 19, 2016. My booked stay with Express Studios was book for March 19, 2016 - March 20, 2016.

Initial Business Response /* (1000, 5, 2015/12/31) */
December 31, 2015

[redacted]
[redacted] S [redacted] St, **
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],...


I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your Hot Rate(r) hotel reservation in Oakland - Pittsburgh Southside, Pennsylvania area. I understand you are dissatisfied with your recent hotel reservation as the hotel charged you $75 for pet fee. As such, you are requesting a full refund.
We strive for clarity on the site. Customers can choose the place they want to stay based on the amenities that best suit their needs, such as pet friendly. If an amenity is listed, we guarantee it is found at the hotel. While we work to ensure the amenities provided upon booking are available, we cannot guarantee they will all be in service during your stay or if there's any fees. During the booking process, we mentioned the following:

"Some amenities may only be available in some rooms or units. Some amenities may incur additional fees."
Our Hot Rate(r) hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as pet fees, parking services and any associated fees. Rather, we can only mention there may be a charge as stated on the final billing page.
If a hotel opts to charge pet fees, it is treated as any other incidental and is not included in your Hotwire rate (i.e. room service, phone calls). Any parking fees incurred must be paid directly to the hotel, usually at check-out time.
As stated, Hotwire is unable to post certain specifics about the hotel such as parking availability, parking services and any associated fees. If we were to mention specifics, it may allow our customers to determine what property they are receiving. This would break our agreement with our partners to keep them anonymous until the booking is completed. 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 rental experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To reiterate and clarify, I never did stay at this hotel and was not subject to the pet fee, but I was charged by Hotwire for the initial reservation.
Despite the claim "We strive for clarity on the site" and the basically hidden and broadly stated fine print associated with terms "may incur additional fees" there is an expectation that such fees will be fair and reasonable. My experience, as previously stated, subject me to fees that were not fair, not reasonable and not researchable.
Final Business Response /* (4000, 9, 2016/01/22) */
January 22, 2016
[redacted]
[redacted] XXXXX-XXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with Hyatt house Pittsburgh. I regret you remain dissatisfied with your hotel reservation as you feel the pet fee rate was not reasonable. As such, you requested a refund in full.
As previously mentioned, our Terms of Use indicates that you will pay the hotel directly for additional charges, like room service or resort fees. Additionally, the amount of these potential fees is at the discretion of the property.
We remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will forward your comments for possible future improvements to the website. Customer feedback helps ensure we are able to continually meet and exceed the high standards Hotwire customers have come to expect.
Based on the above information, our decision to not refund your reservation remains final.
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, 11, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's clear this company wishes to justify and continue its deceptive practices by not providing its customers with a clear definition of the total costs associated with using their service. In time, enough reviews and reports will expose and hurt them, but I am disappointed I had to be a casualty of doing business with this company.

Initial Business Response /* (1000, 5, 2015/08/04) */
August 2, 2015
[redacted]
[redacted]
RE: Revdex.com case #: XXXXXXXX
Itinerary: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking at the Orchard Garden Hotel for check in [redacted] 7, -2015 and checking out on [redacted] 9, -2015. We understand that the hotel was not able to accommodate the number of guests booked and we advised. When you called in you were advised to add a room with the hotel and fax in the receipts so we can review for a possible refund, we understand that you haven't yet received the check that you were promised. As such you will like Hotwire to cancel the check that was sent to you and process the refund to a credit card. We regret any frustration this [redacted] have caused.
We have reviewed your account and can confirm that a check was sent out on the week of June 29th 2015 to [redacted]. It can take up to 1-2 billing cycles for refunds to process. We understand how frustrating the situation can be, and we are doing our best to make sure you are provided with your refund. If you still have not received your refund in 60-90 days, we will be happy to look at other methods of reimbursement.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18, 2015
[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 four attempted car rental bookings on August 12 & 13, 2015 in Detroit, Michigan. We understand that you are seeking a refund for the charges as the booking did not complete. We regret any inconvenience this situation [redacted] have caused.
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait times. We also want to apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally.
After reviewing your account, I was able to verify that you had several incomplete bookings. Your card will not be charged for these reservations because it was not completed. What you are seeing is an authorization on the card or account. These authorizations occur when we validate your card at the time of booking. Most financial institutions remove authorizations routinely within a few days. For more information about your specific financial institution's policies and your credit card or account, please contact your bank or credit card company. The three way conversation with Hotwire, yourself, and Peyton from the bank on August 14,2 015 indicated the funds would be available in 1-2 business days after the attempted transaction (on/about August 18, 2015).
As a measure for our customer's security, accounts [redacted] be deactivated due to multiple failed booking attempts. Because of the sensitive nature of the information handled by Risk Management, I and other agents in the Customer Care department are unable to offer additional assistance or information regarding your situation. You [redacted] call the Risk Management team at XXX-XXX-XXXX. If they require any further information about your account, they will return the call.
Hotwire will not be issuing a refund, because we did not collect any funds for these transactions.
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 /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my money back but it shouldn't have never been held if the reservation didn't go through

Complaint: [redacted]I am rejecting this response because: I spoke with [redacted] Atlanta Midtown, the information given by  the front desk lady named Amy is incorrect. The Hotel at no point upgraded my room or resolved the situation. I spoke with management today and was informed that they need to be contacted directly to speak regarding the situation as the front staff is not aware of what happened. Hotwire must speak with either the manager [redacted] they can verify the refund. [redacted] did state that the email I received from [redacted] which I attached in the original compliant takes precedence over what the front staff stated. Please contact [redacted] Atlanta Midtown and speak with the management team; either [redacted]. I have attached the original email received from the hotel once again. Sincerely,[redacted]

March 8, 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 car reservation. I understand you are contacting us regarding your refund.
 
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. Additionally, the booking under your account does not match the total amount you are disputing.
 
So we may locate the reservation you are referring to, please reply with the following information:
 
- First and last name of the Primary driver.
- Email address used to complete the reservation.
- 10-digit Hotwire Itinerary Number.
 
Once we receive this information, we will be more than happy to search further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

March 17, 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 Advantage. I understand you are dissatisfied with your car booking as the rental agency did not honor the unlimited mileage that was advertised at the time of your booking.
As such, you requested a refund of your Hotwire booking and the difference in rates between it and your alternate car booking.
 
We apologized for the inconvenience this has caused you, this is already a known issue at Hotwire and was already fixed.
 
We are more than happy to honor your refund request. Please send us the copy of your alternate car rental’s final receipt for our records. Once received, we will review and process your refund. You may reply attach it to your correspondence or you may send an e-mail attachment to [redacted]
 
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, 2015/08/04) */
August 4, 2015
[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...

Revdex.com, regarding your booking at the Crowne Plaza Hotel-Houston River oaks that was for checking in on [redacted] 10,-2015 and check out [redacted] 12, -2015. We understand that you wanted to use the HotDollars In your account to make a reservation. However, you were having issues using them and would like the HotDollar balance refunded back to your card. We apologized for any inconvenience that you encountered due to this situation.
We have reviewed your account and confirm that you contacted us on [redacted] 10, 2015 and advised that that your flight is cancelled. The agent that you spoke to on that day was able to verify the situation. As a courtesy from hotwire she offered to cancel the reservation for you and added the full amount of the booking in your Hotwire account in HotDollars which amounted to $193.21. The agent used that amount to book you a new hotel at the Holiday Inn Houston-Intl Airport, TX. That reservation amounted to $146.27 and there was a remaining balance of $46.94 In HotDollars. On July 28, 2015, you also contacted us about getting the remaining balance refunded back to your card and also wanted to know how to use your HotDollar balance. The agents you spoke to on that day were able educate you on how to use them. On July 30, 2015 you successfully use HotDollars to make a booking at the Days Inn Dallas/ Ft. Worth Airport. That booking amounted to $50.77 and you covered the remaining balance with your card.
This reservation was booked after midnight and the hotel wasn't able to check you in before the check in time, they advised you that they do accept early check in for a fee of $40, you declined. The agent you spoke to on that day offered to cancel the reservation and offered a full refund back to the method of payment. A full refund was processed and the balance that was paid in HotDollars was put back on your Hotwire account ($46.94).
This HotDollar balance is still available in your account, and you can use it for all your future hot Rate hotels and rental cars until [redacted] 9, 2016.
We obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. 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. We did offered the hot dollars as a courtesy due to your unacceptable flight schedule change and as a result we won't be able to offer any refunds back to your card.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or need help using the hot dollars to make a booking 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, 2015/05/21) */
[redacted] 21, 2015
[redacted]
XXXXX [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 Revdex.com, regarding your car rental reservation with Payless, originally scheduled for a standard SUV to be picked up at the Atlanta International Airport on [redacted] 2, 2015. We understand that you are seeking compensation for this reservation, as the agency was not able to provide you with the SUV as booked, and offered you a different car type. We regret any frustration or inconvenience this situation [redacted] have caused.
We were able to verify that, due to late returns, Payless did not have a standard size SUV available at the time of your arrival. An offer was made of a midsize SUV, which you declined; you then accepted a standard size car for this rental period.
Hotwire Standard Rate reservations provide you with the ability to lock in the amazing rates you find on our website and to cancel them at any time with no penalty; we do not bill you for the car reservation, the rental agency will charge a deposit when you pick up the car and will bill for the vehicle when it is returned. As such, we are not able to provide you with the refund you have requested. As compensation for this issue, we have added 20 HotDollars to your account. Each HotDollars is equal to one US dollar, and can be used toward any Hot Rate car or hotel reservation on the Hotwire site. Your HotDollars are available for use up to one year from the date of issue, in this case, until [redacted] 21, 2016. An email has been sent to your [redacted]@gmail.com address with more information about the HotDollars.
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, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't decline the mid-size SUV. I went to the lot downstairs from the office and they did not have the mid-size SUV and I was told to take a sedan instead.
And, this was the first and last time that I used a hotwire booking, your $20 credit valid for a year way below the amount I asked for is as good as monopoly money.
And, your customer service line has an infinite wait time.
Final Business Response /* (4000, 9, 2015/06/05) */
June 5, 2015
[redacted]
XXXXX [redacted] Drive
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your standard rate car rental reservation with Payless, originally scheduled for a standard SUV to be picked up at the Atlanta International Airport on [redacted] 2, 2015. We understand that are seeking additional compensation, as the agency did not have a standard SUV available at the time of pick-up. You also state that our customer service line has an extended wait time to speak with a representative. We regret any continued frustration this situation [redacted] have caused.
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait times.
We contacted Payless, and a representative verified they did not have a standard size SUV available at the time of your arrival. An offer was made of a smaller, midsize SUV, which you declined; you then accepted a standard size car for this rental period. 20 HotDollars were applied to your account as compensation for this issue. Your HotDollars are available for use up to one year from the date of issue, in this case, until [redacted] 21, 2016. As this was not a prepaid reservation, we are not able to offer any further compensation.
We regret that your experience was anything less than stellar. 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, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire is still harping on what it said before.
1. It is giving HotDollars which are worthless unless you use their service.
2. They are talking about a mid-size SUV offer, which was not on the lot, and I was forced to take a mid-size car.
This is nothing but a bait-and-switch game. If they are not willing to resolve this here, I will take them to the small claims court.

April 6, 2017
 
[redacted], IN [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 Days Inn and Suites Navarre Conference Center, Florida. I regret you remain dissatisfied with the information we provided.
 
As previously mentioned, 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.
 
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.
 
The information about our Low Price Guarantee is provided prior completing the reservation.  As rates are subject to change, we are unable to guarantee the amount of savings on every reservation.
 
On the bil**ng page, we have **nks to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we **st 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 c**cking the “Book Now” button you are accepting the Terms of Use.
 
As such, our decision to not refund your reservation remains final.
 
At this time, we remain confident our business model is meeting the needs of our company’s goals. We do place great value on your comments and appreciate you taking time to provide us with feedback.  Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
 
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, 2015/06/05) */
June 5, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #O-XXXXX
Dear Revdex.com:
Thank you for taking the time to contact Hotwire regarding an issue from...

our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt his concerns were not resolved adequately prior to seeking further actions from you.
Hotwire is responding to the consumer rebuttal from [redacted] (Revdex.com case XXXXXXXX) regarding a vacation package. We understand Mr. [redacted] is requesting a refund of the cost of the flight. On June 4, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of his Revdex.com complaint but were unable to reach him.
Our records indicate on March 4, 2015, Mr. [redacted] or an authorized user on the account self-booked a vacation package for two travelers on Hotwire.com for flights ($506.40), hotel ($712.74), and the Cancellation Only - Vacation Waiver ($64.00). Travel was booked for November 8, 2015 through November 14, 2015, for a total cost of $1,283.14.
Hotwire serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the rules and restrictions of those providers. The fare rules for the airline tickets that were purchased by Mr. [redacted] advised the airfare was non-refundable.
We can confirm Mr. [redacted] purchased Hotwire's Merchant Cancellation Only - Vacation Waiver which offers a full refund of the hotel charges, car rental, or activity. For any flights purchased in the vacation package, the Merchant Cancellation Only - Vacation Waiver insurance offers the customer the ability to have the airline penalty fees refunded at the time the customer rebooks. This information is provided within the travel itinerary for all vacation packages booked with this insurance.
On [redacted] 23, 2015, Mr. [redacted] contacted our Customer Service Department to cancel the vacation package. We processed Mr. [redacted]'s request and submitted a refund in the amount of $712.74 which represents the total cost of the hotel reservation. The time that it takes for the refund to process to the customer's account depends on how quickly the credit card company processes refunds.
In researching further, we can confirm Mr. [redacted] will be eligible for a refund of the airline penalty fees at the time when the flights are rebooked per the vacation insurance waiver policy. We recommend Mr. [redacted] contact our Customer Service Department at his earliest convenience to discuss the timeframe provided by the airlines for rebooking the tickets. As a result, we are unable to provide Mr. [redacted] with a refund for the flights as requested.
We thank you for allowing us to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/10/12) */
October 12, 2015
[redacted]
[redacted] XXXXX
In response to the Revdex.com Case Number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your reservation with Valu Inn Cedar City. I understand that you are dissatisfied with your recent hotel reservation as the condition of the room fell below your expectations. Hence, you requested a refund.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation 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 for further review.
After reviewing your account, I confirmed that on August 21, 2015, day of your check-in, you contacted Hotwire to raise your concerns which was verified by one of our dedicated representative with the hotel front desk clerk, [redacted]. Our hotel partner was able to accommodate your concern by a change in room which you agreed to. And we did not receive any complaints after the transfer.
I can assure you that this experience is not typical of what our customers can expect when booking with Hotwire. We apologize for the inconvenience that this has caused you. As such, on August 29, 2015, we have applied 25 Hotdollar credits to your account under [redacted]@gmail.com. Hotdollars are equivalent to US Dollars when used to book Hotwire Hotrate car rentals and any hotel reservations. Hotdollars are valid for up to one year, expiring on August 29, 2016.
Based on the information I gathered, I am unable to provide your refund request.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
I did not agree upon a room change. [redacted] said there are smoking rooms. I had to call Hotwire many times that night. Including hang ups on your end or connection losses. ([redacted]) He told Hotwire that there were other non smoking rooms available which then Hotwire relayed to me. When I went back to talk to [redacted] he said he only had smoking rooms left. I am allergic to smoke and will get migraine headaches from smelling the smoke. He asked if I had asthma. When I said no he preceeded to tell me that I am allergic to smoke. Since I had no other option Than to sleep in a bed bug run down room or a smoking room (which possibly had bed bugs in the room since it's the same hotel). Concerned for my health and safety I left the hotel, drove to the next city at and paid for another
hotel. I have reciepts and evidence photos of this hotel and the other. I did not get to bed in the next hotel till 3am. [redacted] is not being truthful about this situation. He just kept quoting the fact that there is a no cancellation policy over and over to me and wouldn't help me or reason with me. I will not put my health in known danger from this hotel or your company Hotwire.
Final Business Response /* (4000, 9, 2015/10/30) */
October 30,2015
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your booking with the Econo Lodge Grand. Your dissatisfaction stems from the unacceptable condition of your room and due to this, you are requesting a refund.
We agree that 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.com.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.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. As I understand this was not the case with your reservation, please accept my sincere apologies along with credit of 25 HotDollars per room per night, HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and hotel reservations and is valid for one year until October 16,2016.
We regret to inform you that we cannot apply any additional compensation apart from the HotDollars that were applied to your account as that is the only resolution applicable to your issue.
Sincerely Yours,
[redacted]
Customer Care Relations
Hotwire Corporate
Final Consumer Response /* (4200, 11, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry to hear that. This is not acceptable. I had to pay for two hotels that night. The Valu Inn and Motel 6 which cost me double in hotels that night. I used your service thinking I would save money and could trust Hotwire, which I found out is not the case. It was an extremely stressful experience which cost me extra money on top of the stress. Packing all my things up and Driving to another hotel in the middle of the night. Then worrying about bed bugs all over my things. And now figuring out how to kill them before I get home and bring them into my home. I'm spending more money in Buying products to spray all my items and washing them and call exterminators to figure out how to kill the bugs. My trip turned out to be a nightmare. So, no I don't accept your offer of giving me $25 dollars to use your website again. I don't trust Hotwire anymore.

Initial Business Response /* (1000, 5, 2015/07/17) */
July 17, 2015
[redacted]
** Box [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 hotel reservation at the Econo Lodge Inn and Suites, Green Bay for July 3, 2015. We understand that you are requesting a refund due to the condition of the room. We apologize for any frustration this [redacted] have caused.
At Hotwire, we expect our customers will have a clean and safe stay. 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 1-866-HOTWIRE (XXX-XXXX) for further review. We do see that you did contact us regarding the situation.
After further review, we will be able to honor your request for a refund. We refunded you on July 17, 2015 for $120.10. A refund typically takes 1-2 business days to get back to your financial institution. After that it is up to your financial institution as to when the funds will be available.
Again, we apologize for this situation, 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 /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks

May 4, 2016 [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 [redacted] New Orleans. I understand your dissatisfaction stems from negative reviews you read online. As such, you are requesting a refund.   At Hotwire we take pride in being able to provide the lowest guaranteed rates for all of our products. Our target audience are flexible travelers looking for the deepest discounts. To obtain these deep discounts, we promise our partners reservations will be used as originally booked. For all Hotwire Hot Rates®, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold inventory. Regardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate reservations.   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.   After further review, I confirmed that no contact has been made during the days of your reservation aside from the call you had with one of our Travel Specialists on April 18, 2016, who advised you to first work it out with the property.   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, 10, 2016/03/07) */
March 7, 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 Better...

Business Bureau regarding your Hot Rate(r) reservation with Days Inn Brampton. I understand you are dissatisfied with your recent hotel booking as your refund request was denied despite sending screenshots showing the rate being advertised in CAD. As such, you are requesting a refund of the difference in rate.
We strive for clarity on our Web site. Because customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, total amount by currency along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details.
After checking your account, I confirmed you booked the reservation on our Mobile Application for Android. Our Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed in. 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 looked into the screenshots you sent, however, we are unable to verify a screenshot showing that before completing the reservation, the rate in the trip summary was quoted in CAD. The only screenshot showing rates quoted in CAD was your reservation with Best Western Plus Toronto Airport Hotel. To further review, kindly send us the screenshots of your reservation with Days Inn Brampton showing the trip summary in CAD to [email protected]. Once we receive these documents, we will review them for a possible refund for the difference in rate.
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, 16, 2015/07/30) */
July 30, 2015
Revdex.com
Alaska, [redacted] & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire.com regarding an issue from...

our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on June 17, 2015, Mr. [redacted] booked a Hotwire Vacation Package which included a roundtrip flight from [redacted], [redacted] to [redacted], [redacted] and a one night stay at the [redacted] Grand Inn & Suites from July 10, 2015, through July 11, 2015.
We understand from Mr. [redacted]'s complaint that he is seeking a refund for this booking because the trip was "ruined by United Airlines". According to Mr. [redacted], he was denied boarding to this flight because he arrived forty minutes before his flight was scheduled to take off which was too late according to the airline. United Airlines deemed him a no show as a result he was not allowed to board. Mr. [redacted] says he contacted Hotwire but, that we were unhelpful in addressing his issue. He is demanding that he be fully refunded.
We regret to hear what occurred when Mr. [redacted] arrived at the airport. On July 10, 2015, Mr. [redacted] contacted our office for assistance. He asked what options were available that would allow him to travel that day. We informed him that his ticket was in check in status and that we could not make any changes. We would need to contact United Airlines to determine what options they could offer. They were not able to offer an alternative flight that suited Mr. [redacted]. Prior to contacting Hotwire, Mr. [redacted] was provided with an alternate flight from United Airlines that he declined to use. Hotwire was unable to offer an alternate option.
According to United Airlines, Mr. [redacted] missed his flight due to a late arrival. Hotwire is unable to offer a refund under the circumstances.
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 Customer Service
Initial Consumer Rebuttal /* (3000, 19, 2015/07/31) */
They have not replied at all to my complaints, though United has admitted their error, so now I have to go to my bank and reverse all charges as non-delivery of product/service.
Tell them that, thanks.
Final Business Response /* (4000, 22, 2015/08/05) */
August 5, 2015
Revdex.com
E.com - Alaska, [redacted] & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret that our response cannot be more favorable and hope that, despite his recent experience, he will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore his faith in our company. We trust our position in this regard has now been clarified.
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 Customer Service
Final Consumer Response /* (4200, 24, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their resolution is worthless, they offer nothing but excuses. They NEVER checked with United, they NEVER returned my calls that day or FIVE EMAIL SUPPORT REQUESTS BEFORE THE TRIP and this even happened, and they've ignored it since...EXCEPT FOR THIS Revdex.com COMPLAINT, so they can try and pretend they were all helpful and nice and gave great service. NONE OF THAT is even remotely true. "Use (them) again"...??? Are they effing kidding? NEVER AGAIN.
The paperwork with Visa to get ALL OF MY MONEY BACK is being processed by the bank at this time. Hotwire and United should be penalized and put out of business. Worst companies and lack-of-service EVER.