Hotwire

Complaint: [redacted]I am rejecting this response because:  I have already talked and have been talking to the customer relations... [redacted] the general manager is willing to refund me but since I got this through a third party she cant help me... THis is a scam  and a false advertisement... I will share all my photos through social media and let everyone know that hotwire advertising a 1 star motel for a 3 start hotel...
[redacted]
General Manager
Red Roof Inn - Red Roof Inn Neptune Beach - Mayport/Mayo ClinicSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11, 2015
[redacted]


PO Box XXXXXX
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your correspondence...

with Hotwire and the Revdex.com regarding your Hot Rate Hotel booking at the Best Western Grand Manor Inn & Suites - Corvallis, OR. Specifically, you disagree with this hotels star rating; as such, you are requesting that we provide you with a full refund totaling $586.54. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Please understand there is no standardized star-rating system nationally or internationally. As such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stay. Based upon surveys completed, this property has been given a rating of 3 stars, 90% of our customers have agreed with this star rating, and 100% of our customers recommend this hotel at the time of your reservation. We are confident that our star rating is correct for the Best Western Grand Manor Inn & Suites - Corvallis, OR.
Based upon the information provided to you by our customer care team and the above information we will not provide you with a refund. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
First of all let me explain I have stayed there myself, I got it on a priceline bid which was for a 2 and 1/2 star availability and it is a nice place but since I can't double check the info you just gave me but I can add additional info from travel sites online. I know legally there is no standard practice for this so I can only show you that most disagree with your rating and continue to trust my felling's on the matter which is what most feel is the rating
I did a search online of sites you reserve lodging at and the ratings of the Best Western Corvallis. Here is the list;
Rated as 3 Stars,
YOU (HOTWIRE)
ORBITZ
HOTEL CLUB
Rated 2 and 1/2 Stars
EXPEDIA
HOTELS.COM
PRICELINE
TRAVELOCITY
HOTEL PLANNER
BOOKIT.COM
GETAROOM.COM
VENERE.COM
TINGO
GOSEEK
AIR FARE WATCHDOG
Rated 2 Stars,
BOOKING.COM
KAYAK
HOTELS COMBINED
OTEL.COM.
My list shows that more disagree with Hotwire than agree, considering the 2 star ratings that some are about equal to the 3 star I would say the 2 stars cancel out the 3 star leaving me with good sized list in the middle.
Let ask the same I asked and was ignored about when I was emailing with customer service;
Looking at the numbers I have come up with here the question would be;
Lets say you have a group people(like the travel sites) and you put a colored object in front of them and then ask them what color they see. 95% of them say 'red' the other 5% say 'blue' tell what color would this object PROBABLY be?
Expedia is right on this one in my opinion, since I have also stayed myself I agree with your parent company and so does most of the travel sites.
Of course you are obligated to anything but in good faith I feel you should grant my refund and re-classify the Best Western to a level that is mostly agreed upon. If this can't be done I could not trust your company again to make any travel arrangements with.
Final Business Response /* (4000, 9, 2015/08/17) */
August 17, 2015
[redacted]
PO Box XXXXXX
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Best Western Grand Manor Inn and Suites-Corvallis, OR for August 10, 2015. We understand that you disagree with this hotels star rating, and as such, you are requesting a full refund. We regret any frustration this [redacted] have caused.
We acknowledge that there are [redacted] travel website out there, and that not all of them agree with the star rating for this property. Please understand that there is no standardized star-rating system nationally or internationally. As such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stay. Based upon the surveys completed, this property has been given a rating of 3 stars. 90% of our customers have agreed with this star rating, and 100% of our customers recommend this hotel at the time of your reservation. We are confident that our star rating is correct for the Best Western Grand Manor Inn & Suites - Corvallis, OR.
We recommend that you fill out the survey that is sent after you complete your stay, as these surveys help Hotwire determine the appropriate star rating for our suppliers' properties.
Our decision in this matter will remain the same; we will not be honoring your request for a full refund. We regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
I am in total disagreement with your Star rating of this Motel, but I did look at your definition of a 3 star and it is very loose one. You state that there is no standard for star ratings and acknowledging that there are websites that disagree with your rating what your forgot to mention was the amount of travel sites that I agree with my assertion and am very disappointed in your company for the decision (although I am not surprised). I provided you with information you did refer but I did that showed you are in the minority on this issue. I could even make a case for the several sites that rate the MOTEL as a 2 star property. I noticed you also have a reputation online as fudging a 1/2 star in many peoples opinion. I have he articles here;
http://www.hoteldealsrevealed.com/blog/priceline-vs-hotwire-hotels/
http://www.usatoday.com/story/travel/columnist/2015/03/22/priceline-hotwire-hote...⇄ /> http://www.flyertalk.com/forum/budget-travel/XXXXXXX-hotwire-star-rating-issue-c...⇄ /> [redacted]
https://www.[redacted]
w.hotwire.comhttp://www.[redacted]
http://hotwire[redacted]
http://www.[redacted]-XXXXXXX
http://www.ripoffreport.com/r/Hotwire-Inc/internet/Hotwire-Inc-Hotwire-advertise...⇄ /> http://www.flyertalk.com/forum/budget-travel/XXXXXXX-hotwire-star-rating-issue-c...⇄ /> You state 90% customers agree with the 3 star rating, a statement you have not proved to me and that would be customers who decided to review hardly a scientific sample. I find your system flawed in what I consider a deceptive way and I can not trust your system, many others agree with me. This is one sided I have provided info for consideration you have provided nothing to back up your claims and I should take your word for it.
You suggested I fill out the review after my stay, maybe you should do a little more research. I stated to customer service I would not accept this deal from beginning and did not stay there, although I have stayed there twice before as a 2 and a 1/2 star from priceline. I agree with this rating the MOTEL does not reach the 3 star level and so does 90% of the travel sites out there. Since there no standard for all you guys I have no legal recourse since you won't [redacted] up to the plate on this one. I can never do business with a company who cannot own up to their mistakes, keep up the good work boys.
[redacted]

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]

June 4, 2017 Revdex.comHotwire.com; San Francisco Bay Area and Northern Coastal CaliforniaComplaint Department Re: Hotwire Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Hotwire, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Hotwire, Inc. is responding to the consumer complaint from ([redacted]) (Revdex.com case number [redacted]) regarding a refund request. Our records reflect on April 30, 2017 the customer accessed Hotwire.com and self-booked a package reservation which included fights and a hotel stay at the [redacted] Inn, [redacted], IL to check in on May 20, 2017 and check out May 23, 2017.  Due to an airline strike which prevented the customer from making the trip, a cancellation and refund of the hotel stay was requested.  On June 4, 2017 Hotwire has processed a refund in the amount of $224.13 back to the customer’s original form of payment.  The time it takes for the credit to be available in her account depends upon how quickly her credit card company processes refunds.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.  Sincerely, [redacted] Tier 3 Corporate Customer Service

Initial Business Response /* (1000, 8, 2015/06/07) */
June 7, 2015
[redacted] Highway Lot **
[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 reservation with The Westin Atlanta Airport. As stated in your letter, you called in to book your reservation using the HotDollars on your account; however the HotDollars were not applied by the agent you spoke with. We regret any frustration or inconvenience this [redacted] have caused.
As per our conversation of June 7, 2015, I have deleted the HotDollars from your account, and submitted a request to our Finance Department to process a refund to the card used to book your reservation in the amount of $75.00. Your refund will be processed within 7 to 10 business days.
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 /* (2000, 10, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was the right thing to do.

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17, 2015
[redacted] Way
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted],
We are writing in response to your correspondence with Hotwire...

and the Revdex.com regarding your Hot Rate Hotel reservation at the Doubletree Hotel Orange County Airport. Specifically, you are stating that this hotel was overbooked and unable to accommodate you. As such you are requesting that we provide you with a full refund totaling $237.93. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Here at Hotwire we do everything in our power to ensure that when you book a room with us it will be provided as advertised. Due to the nature of the hotel industry hotels are occasionally unable to accommodate guests, the most common reason being that they overbooked themselves. We have been able to confirm that this is what occurred with your reservation on the 31st of July at the Doubletree Hotel Orange County Airport.
As you have requested we have applied a full refund totaling $237.93 back to its original form of payment due to this occurrence. It can take up to two business days for your financial institution to receive this information. You mentioned in your outreach to us that due to this overbooking you found a different hotel to accommodate you. If your alternate hotel had a higher rate than the original reservation please fax a copy of the itemized receipt with your Hotwire itinerary number on it to (XXX) XXX-XXXX so that we can check to see if any further compensation is available to you.
We regret that your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund was what I was after. I'm Hotwire stepped up and issued the refund. I [redacted] use them again, but will be careful the circumstances.
Thank you Revdex.com!

Complaint: [redacted]I am rejecting this response because: It does not address my original complaint. 
As I mentioned in my complaint, the advertising of the Hot Rate hotel was wrong in the areas of customer satisfaction and several other ratings that were posted before I made the purchase. 
I have attached the hot rate advertisement of the hotel that I would be booking, which stated that it was a 3.5 star hotel, had a 90%+ recommendation rating and it had a 5.0 overall customer satisfaction score. When I actually saw th hotel, I came to find out that the 3.5 rating and 90% recommendation were correction, but the customer satisfaction scores were off. I believe that this misrepresented the hotel to me prior to purchasing it. 
As you will see in the screenshot that I was even informed as I was about to make the purchase that the hotel had a 5/5 rating. (See right above the price prior to checkout).
The other screenshots show all of the ratings that were advertised for the hotel next to the actual ratings that were revealed once I booked the hotel. 
Thank you for taking a look into this. I look forward to your response. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15, 2015
[redacted]

[redacted] Way
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]
We are writing in response to your correspondence with Hotwire and the...

Revdex.com regarding your Hot Rate hotel booking at the Super 8 Goleta. Specifically, you are claiming that we have not provided you with the refund that was offered. As such, you are requesting that we provide you with the remainder of the reservation. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
While looking into itinerary XXXXXXXXXX it was found that you have been provided with a full refund totaling $439.30. If you have not received this refund in full at this time we encourage you to check with your financial institution to see if the portion of the refund you do not see is being held by them.
As stated in the information above, we have already provided a full reservation. We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered. As previously advised, on May 5, 2016, Hotwire did contact JetBlue, they advised the customer contacted them on the day of travel to request a later flight. The airline advised the customer of the change fee; however the customer declined and was marked as a no show. JetBlue has marked the ticket as a no show and has advised the ticket has no value on it. JetBlue was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card). Since the ticket has no value on it, Hotwire considers this matter as closed. We thank you for allowing us to address this matter further. 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, 2015/10/27) */
October 27, 2015
[redacted]
[redacted] St Apt [redacted]
[redacted], ** XXXXX
In response to Revdex.com case number XXXXXXXX
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire...

as sent through the Revdex.com, regarding your failed bookings.
Aside from the fact that we work with live inventory that is frequently changing, the rates you are available to everyone who visits our site. In effect, rates or rooms [redacted] show available on the site at the time of your search but [redacted] end up sold out. Rates and rooms are only guaranteed once your account is charged.
We appreciate your business and look forward to assisting you further with this matter.
Best regards,
[redacted]
[redacted] Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is a generic excuse. I gave hotwire exact booking reference numbers which they can use to see that hotel that I was unable to book at advertised rate was showing up in search results days later.
Final Business Response /* (4000, 9, 2015/11/16) */
November 15, 2015
[redacted]
[redacted] St Apt [redacted]
[redacted], ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted]@gmail.com
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your failed bookings. I regret that you remain dissatisfied with the handling of your situation.
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.
What you are encountering sometimes happens when there is a delay in updating our inventory. I can understand why this situation [redacted] be frustrating, and I would like to thank you for your patience.
In case the same situation happens, I strongly suggest that you contact Hotwire customer service at 1-866-HOTWIRE (XXX-XXXX). Our Customer Service
Representatives will be more than happy to check and assist you with your booking.
We appreciate your business and look forward to assisting you further with this matter.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, In fact I have contacted the customer service and they did tell me that the option I was trying to book was gone. The thing is 24hr+ after I had that call the same option was coming up in my search results. In total, I was seeing, bot not able to book the same hotel option for over three days (and it could have been more, I just stopped trying to get hotel through Hotwire). Once again, there're specific reference numbers in my original message. If you know that a certain option is no longer available is your system so far behind that 24 hrs later the same option still comes back in searches? Or is there more to it?

June 7, 2017
 
Robyn Fulford
107 NW 210st
Miami, FL 33169
 
In response to Revdex.com Complaint ID [redacted], customer e-mail address [redacted]
 
Dear [redacted]
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your failed booking attempts. I regret you remain dissatisfied with the information we provided. I understand you feel that this practice is unacceptable.
 
For a variety of reasons, a hold is placed on the funds Hotwire was attempting to charge. The transaction amount (including taxes and fees) is held by the customer’s credit card company. Those funds are set aside for the charge and are placed into a pending status with the bank. A hold is placed because the bank assumes we will attempt to re-authorize the charge and use the funds.
 
An authorization hold is the practice within thebanking industryof verifying electronic transactions initiated with adebit cardorcredit cardand holding this balance as unavailable until the hold "falls off."
                                        ...⇄
As previously mentioned, we are able to assist a customer in getting a pending hold release potentially expedited. In order to do so, we must contact the customer’s financial institution to inform them we will not be collecting the funds held for the failed booking attempt. Based on the financial institution’s policies, they may or may not honor our request to expedite the release.
 
For assistance, you may call our customer service line at 1 (866) [redacted]. Our customer service are available 24 hours a day, seven days a week.
 
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, 8, 2015/08/14) */
[redacted]
[redacted] Street
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with Hertz car rental, in Haverhill, Massachusetts on July 23, 2015. We understand that you purchased the optional insurance policy at the time of booking, and this caused an overdraft in your account.
Our customers have the option to purchase Rental Car Protection (car insurance) through our third party partner, Allianz Global Assistance. The customer is given this option prior to completing the purchase of an itinerary. The customer also has the option to purchase Rental Car Protection after their purchase is complete. When you purchase the insurance on our Web site, our third party insurance provider Allianz Global Assistance receives payment directly, this will be reflected on your bank or credit card statement.
As Allianz Global Assistance is a separate entity from Hotwire, any restrictions preventing coverage from being provided is detached from the Hotwire Terms of Use agreed to upon booking. Since you have purchased your insurance policy through Allianz Global Assistance, you must contact them at X-XXX-XXX-XXXX in order to request a possible refund.

Based on the information provided above, I am unable to honor your request for reimbursement of your Overdraft charges.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 10, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I eventually rented a car on the 23rd and again fees were attached not explained in their advertisement. When all was said and done the amount quoted was not what I paid. Because I rented in New Hampshire no insurance was needed at all. My only point here is that their web site is not clear to people like me who very rarely use sites to book anything. I feel that Hot wire is responsible because it is their web site. Even though they portion out part of it to the insurance company. There is no clear way for a consumer to get any justice because they bounce you back and forth saying the other is responsible. Someone is responsible and should be held accountable. If I knew that money had to be given that day I would have never sign up, which in turn means I lose out on a (great deal). How is that fair? their web site changes daily and there is no way to get the benefit of a good rate, if you don't have money that day. I looked over the web page and it kept saying no money necessary, only reservations ,no penalty. That to me is false advertisement. PERIOD!
Final Business Response /* (4000, 12, 2015/08/20) */
August 20, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hertz on July 23, 2015 in Haverhill, Massachusetts. We understand that you purchased the option insurance coverage, and experienced overdraft fees from your financial institution. You are seeking a refund of these charges. We regret the frustration this situation created.
This rental was not one of our pre-paid Hot Rate(r) car rentals. Hotwire does not collect any funds for this rental; we reserve the car for you, and you pay any charges directly to the agency when you return the vehicle. During the Hotwire checkout process, you will be given the opportunity to purchase Trip Protection through our third-party provider, Allianz Global Assistance. The insurance fee is not included in your Hotwire rate.
If you choose to buy insurance, the insurance charges (from Allianz Global Assistance) will be billed at the time of purchase. This is disclosed on the website, when you select the radio button that adds the insurance. You are asked to confirm the charges prior to the booking being completed, and this is shown as two separate charges on your confirmation at the time of booking.
Hotwire strives for clarity in the booking process. We offer an optional insurance policy through a third party provider for the convenience of our customers. Not all rentals require the additional coverage; we anticipate our customers will best know what their insurance needs are.
The charges in question are not from Hotwire, and for this reason, we will not be able to offer any compensation on this reservation or for any bank fees associated with your purchase.
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

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

with [redacted] - Memphis – Airport. I understand you are dissatisfied because the hotel was overbooked at the time of your check in. As such, you are requesting a full refund.
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.
After reviewing your account, I confirmed your refund was issued on April 7, 2016. Refunds typically takes one to two business days and is up to your financial institution when the funds will be available for use. Additionally, for the inconvenience, we added 25 HotDollars to your account under[redacted].  One HotDollar is equivalent to one US Dollar that can be used in booking HotRate® Hotels and HotRate® Cars which is valid until April 7, 2017.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

July 10, 2017
 
[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 Hotel [redacted] Anaheim. I understand you are dissatisfied with your recent hotel reservation, as indicated in your letter, you feel that the ratings of the hotel’s different aspects were advertised inaccurately at the time of booking. As such, you requested to change your hotel reservation.
 
Our records indicate that you booked 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.
 
Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we use Expedia’s rating system and only downgrade based on customer feedback.
 
Regarding the ratings advertised for the different aspects of the hotel, we can assure you the information advertised at the time of booking was the accurate representation of the feedback we received from our direct customers at that time. Upon checking, we did not find any discrepancy with this information.
 
Based on that information, at this time, we are unable to honor your hotel change request.
 
In order for us to validate the information you indicated, please provide a screenshot reflecting the said claims.
 
You may send it as an e-mail attachment to [redacted] for review. The process may take seven to 10 business days from the receipt of the screenshot and we will get back to you once done.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

January 31, 2017
 
[redacted] WA [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 Extended Stay America - Phoenix - Scottsdale, AZ. I understand you are dissatisfied because of not receiving the refund in the amount of $192.49 we promised back in May 2016 after you sent your mailing information. We appreciate your patience regarding this matter.
 
Upon review, I confirmed that your refund is currently in process. We recognize this is taking longer than the timeframe we provided.
 
Please allow us more time to complete your refund. Rest assured that we are working with Finance to get your refund issued as quickly as we can. We will make sure to notify you once we have an update of your refund.
 
Our goal is to exceed your expectations; 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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, 9, 2015/09/17) */
September 17, 2015
[redacted] W [redacted] St
[redacted] XXXXX
Re: 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 the Good Nite Inn, Calabasas.
I regret that you remain dissatisfied with your Hot Rate hotel reservation. Your dissatisfaction stems from the negative reviews you have read. Hence, you are requesting a full refund; equivalent to $164.96.
Regardless of a hotel's star rating, 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 at 1-866-HOTWIRE (XXX-XXXX) for further review.
After reviewing your Hotwire Account, we found that you had originally booked at Americas Best Value Inn Thousand Oaks. You contacted Customer Care similar complaints on negative reviews you read. As an exception to our normal nonrefundable policy, we gave you an opportunity to rebook with another property and you are now confirmed with the Good Nite Inn Calabasas.
Allow me to assure you Hotwire regards cleanliness in its utmost importance. As such, I did further investigate reviews pertaining to the Good Nite Inn Calabasas. While I did find some reviews citing concerns in the past; I found the most recent reviews on Trip Advisor were very favorable citing the hotel's cleanliness, great location and helpful staff.
As such, our decision will remain unchanged and are unable to honor your request to provide you with any compensation or a refund. Should you need us during your stay, please contact Customer Care at 1-866-HOTWIRE (468-9473 and we will work with our partner the Good Nite Inn, Calabasas.
Our goal is to exceed your expectations; 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]
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/11) */
[redacted]
[redacted] BLVD STE [redacted]
[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 Hotwire and the...

Revdex.com, regarding your hotel reservation in Extended Stay America - Livermore - Airway Blvd. I understand you are requesting a refund because the quality of the hotel was not what you expected.
Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that [redacted] arise at the property.
I can assure you we take safety concerns very seriously. Based on your concerns regarding safety issues at this hotel, I further researched the property. I read reviews on numerous sites and while I did find some with concerns of the surrounding neighborhood; I did not find a trend of reviews surrounding safety concerns with the hotel itself from past guests.
Based on the information listed above, I am unable to honor your request for a full refund.
I have checked your account and confirmed that HotDollars due to service complain issue. I approved a refund as an exception due to the error encountered while booking. $50 will be credited back to the original form of payment. The refund typically takes 7-10 business days for the funds to return to your account. From there, it is up to your financial institution as to when the funds will be available for use.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5, 2015
[redacted]
[redacted] Lane
[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 Magnuson Hotel Lansing on June 29, 2015 in Lansing, Michigan. We understand that you are requesting a refund due to the condition of the property. We apologize for any frustration this [redacted] have caused.
.
Our partners will do their best to make your stay as comfortable as possible. If there is an issue on arrival, we ask that you call us immediately, so we can work with the hotel to meet your needs. Our records show your first contact was on June 29, 2015, asking to change your reservation. At that time you were encouraged to check in, and if there were issues with the room, that you call us so we could work with the hotel to meet your needs. Your next contact was June 30, 2015, the day of check-out, seeking a refund as you had not enjoyed your stay.
Though we regret that you were unhappy with your booking, our options to assist you are limited by the fact that it was after the reservation date was passed [redacted] you contacted Hotwire with regard to the condition of the room. We contacted the hotel, and were advised that there were no complaints registered by you with the front desk. Because we were not given the opportunity to assist you during the time of the reservation, please understand our options are limited. However, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations.
In consideration of the above, we are not able to honor your request for a refund of this reservation.
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, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is just the same lies that they gave to me. I called Hotwire immediately upon leaving this establishment. I explained to them that there was no way I was staying in that place. There was no way in the world they could have "made changes to accommodate me". They did not have a "better room". What was needed was a "better hotel". A true "two-star" hotel, not this dump which they were pawning off on people under the FALSE advertisement of being comparable to Ramada Inn, Comfort Inn, etc. I'm following up with a complaint to the Attorney General in Indiana and Michigan because I couldn't care less about their "return policy". They are supposed to meet their end of the agreement which exceeds simply taking my money by misrepresenting the "product".
Final Business Response /* (4000, 9, 2015/08/09) */
August 9, 2015
[redacted]
[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 Magnuson Hotel Lansing. We understand that you do not feel that the hotel would have been able to assist you with a change in rooms, as the property did not meet your expectations for a two-star hotel. We regret any concern this [redacted] have caused.
As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, the Magnuson Hotel Lansing is listed as a 2-star hotel on Hotwire.
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. 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 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
Final Consumer Response /* (4200, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, you do not have to take my word for it, but rather read the reviews of the motel from others on other websites. It is fairly obvious that 1) Hotwire only puts on the favorable reviews and 2) ignores the clearly obvious assumption that the positive reviews are written by hotel management in an attempt to pump up their rating (or maybe it is Hotwire which is putting on the positive reviews)
No matter, I defy anyone to walk into the lobby of this motel and give it any positive rating whatsoever. It is not possible to truthfully say anything positive about this place, let alone recommend someone else stay here for the night. The statement that you "confidently stand by your rating" is so blatantly false considering the other reviews posted for this establishment that I will be glad to use this as an "admission to your guilt" which I am presenting to the Attorney General. I suspect you are going to be "schooled" in what the expectations are in regard to what you promise as opposed to what you deliver. I am not dropping this matter until I get a full refund!