Hotwire

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, 2015/08/18) */
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

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.

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]

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

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

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.)

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

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

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]

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

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

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

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, 2015/10/06) */
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

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]

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, 6, 2015/07/17) */
July 17, 2015
[redacted]
[redacted] N. [redacted] St Apt [redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns, as sent...

through the Revdex.com, regarding your hotel reservation with the Deauville Beach Resort for July 30, 2015. We understand that you do not agree with the star rating and are requesting a refund. We regret any frustration this [redacted] have caused.
As there is no standardized star-rating we start with Expedia's star-rating and then adjust the rating based upon reviews from our customers after they have completed their stay. We have recently made an adjustment to the star rating of this hotel.
Regardless of Star Rating, we do expect our hotel partners to provide a clean and safe room. If your room does not meet these specifications and the hotel is not able to work with you, please contact our 24 hour customer service team at 1 800-HOTWIRE (XXX-XXXX), so we can work with you so we can find a solution.
Based upon the previous information, and per your request, we will honor your request for a refund. 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 how long it takes before your funds are available to you. We processed a refund of $386.73 on July 17, 2015.
We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 8, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/28) */
August 28, 2015
[redacted]
[redacted] Street [redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with Hertz on July 16, 2015 in Burbank, California. We understand that you when you arrived to pick up your vehicle, there were no cars available. You opted to rent from Avis, and are seeking a refund for this reservation. We regret any inconvenience this situation [redacted] have caused.
First, I would like 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. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
Your refund has been processed in the amount of $121.34 on August 28, 2015. This will be credited back to the form of payment used at the time of booking. Please allow seven to 10 business days to process the refund. After the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
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, 2015/08/19) */
August 19, 2015
[redacted]
XXX-XX [redacted] Blvd.
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the Cedar Springs Motel on August 2, 2015 in Georgetown, Ontario. We understand that you are seeking a full refund for this reservation because you felt the property was not two star caliber, and felt the room was unclean. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
When searching for a hotel on the Hotwire site, our customers are provided with various hotel options categorized by star rating and areas. For our Hot Rates, we provide an example list of hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 2-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. We also disclose that we work not only with major chains, but with independent hotels of a similar caliber.
In these collections there are several different property types. One type is a "motorist's hotel" or "Motel". This was a term used to indicate a hotel with ample parking (usually free), and typically found along the major highway and interstate systems. Initially, motel rooms had doors that faced the parking lot, making coming and going especially easy. Today, this [redacted] or [redacted] not be the case, as some motels now have inward-facing doors that connect to common areas. They provide a number of other services or amenities, such as on-site restaurants, swimming pool, complimentary breakfasts, and/or free parking. Regardless of what property you book, Hotwire works with all our partners to ensure you have a clean room in working order.
We contacted the hotel, on August 2, 2015 during your stay, and again on August 3, 2015. They regret you did not make your concerns about the condition of the room known during your stay and allow them the opportunity to make things right for you. They did say they explained to you they are a two star hotel.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based upon the information above, we will not be issuing a refund. We regret that your Hotwire experience was anything less than exceptional.
For future reservations, if having a smoke free room is important, you can filter the search to include only properties offering smoke free rooms. During your Hot Rate(r) Hotel search, we show the amenities offered by each hotel on the search results page and the hotel's details page. You can use the filter along the top of the search results to see only hotels with a specific amenity or click the 'See All Amenities' link next to the rate you are interested in. This allows you to choose the hotel with the amenities to best meet your needs.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted],
Thanks for looking into this matter for me. I understand that the hotel informed Hotwire that my concerns were not made known.
However, my first point of contact had been the hotel. I informed the hotel shortly after entering the room with the complaints I have listed in my earlier communication to you through the Revdex.com. In addition, to clarify, it was in response to my complaints that the hotel explained that only some of their rooms were two-star. They then informed me that all the two-star rooms were fully booked that night and the room I received was not one of the rooms that were "two-star" to try to justify the conditions of the room. After telling me this, they told me there was nothing more they could do for me and to contact Hotwire - which I then did.
I cannot prove directly that I spoke to the hotel regarding my complaints, but it would make sense that they would talk to me about the two-star rooms only if I complained to them about the cleanliness and quality of the room I received. I can, however, provide call records to prove that I did call Hotwire shortly after checking in and complaining to the hotel. It looks like the hotel has not been entirely truthful to Hotwire or me.
I also understand that the hotels listed as examples for the Hot Rate program are not guaranteed. However, I think it is reasonable to expect a similar level of cleanliness and quality amongst hotels in the same star rating. In any case, I believe that all of Hotwire's hotels should provide a clean and mould-free room for its guests.
Based on this information, please reconsider my request for a full refund as no alternatives were offered when I contacted both the hotel and Hotwire during my reservation regarding these complaints and any possible alternatives.
Thank you for your consideration.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2015/08/27) */
August 27, 2015
[redacted]
XXX-XX [redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to further address your concerns as sent through the Revdex.com, regarding your booking with the Cedar Springs Motel on August 2, 2015 in Georgetown, Ontario. We understand that you are seeking a full refund for this reservation because you disagree with the hotel star rating and felt the room was unclean. We regret the frustration and inconvenience this situation created.
Here at Hotwire we determine Star Rating by first incorporating Expedia's star rating for the hotel, and then we adjust the rating up or down based on direct customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. With this particular property we have received 20 reviews back from our customers who have helped determine our 2 star rating.
I called the hotel and spoke with them directly and found that no complaints were recorded in the log for the night of your stay, I also reviewed your account and saw that the original agent you spoke with and the Supervisor both called the hotel and verified that there was no condition of product complaint issued, just a star rating concern.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based upon the information above, we will not be issuing a refund. We regret that your Hotwire experience was anything less than exceptional. 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, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted],
Thanks for looking into this complaint for me. Could you possibly look into the call recordings? I did complain to the hotel regarding the cleanliness of the room and after being told there was nothing they could do, I then contacted Hotwire. I remember when I spoke to the Hotwire representative that night, I mentioned that the hotel said there was nothing they could do regarding our complaint and to contact Hotwire. I specifically mentioned that the room was not clean, had stained furniture, old sheets, and had a humid/mouldy smell.
Thank you.
Regards,
[redacted]