Hotwire

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

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.)

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, 8, 2016/01/25) */
January 25, 2016

Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an...

issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attention. Hotwire, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com ID number XXXXXXXX) regarding a package reservation. We understand the customer is requesting assistance with her hotel reservations. On January 25, 2016, we contact Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.
Our records reflect that on June 25, 2015, Mr. [redacted] self-booked roundtrip flight reservation on Hotwire.com for one traveler associated with itinerary number XXXXXXXXXXX. The flights were operated by Air Canada and were scheduled to depart on July 8, 2015, from British Columbia, Canada to Alberta, Canada and returning on July 9, 2016. On July 6, 2015 the customer contacted Hotwire and cancel this reservation. He had a flight credit in the amount of $264.25.
We can confirm on December 8, 2015, Mr. [redacted] contacted Hotwire requesting to utilize his flight credit for a new flight booking. Our representative assisted the customer in this exchange, utilizing the same itinerary # XXXXXXXXXXX, however, an error was made where the Transportation Security Data was not captured. As a result, Air Canada rejected the tickets and cancelled the flights. Between December 9th and 10th, we tried contacting the customer to get this information captured but the calls were disconnected. Without the customer's authorization to proceed, no changes were made. Mr. [redacted] did contact us on December 18, 2015, to finalize the booking. Again, the flights were not ticketed. We apologize for the inconvenience this matter caused the customer.
Our goal is to provide not only excellent customer service, but an excellent customer experience. Hotwire would like to express our apologies for the inconveniences and frustrations the customer experienced in resolving this matter. Mr. [redacted] received a refund in the amount of $181.83, due to the price increase when trying to rebook his flights. While the flights were not ticketed, the refund was still processed back to his original form of payment. As a gesture of goodwill, we will also process a refund in the amount of $82.42, of which is the remaining balance of his flight credit.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/10/22) */
October 22, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire...

regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on October 6, 2015, Ms. [redacted] booked a Hotwire Vacation Package for two, which included roundtrip flights from Syracuse, New York to Cancun, Mexico and a seven-night stay at the Villa del Palmar Cancun Beach Resort & Spa from March 11, 2016, through March 18, 2015. (Itinerary XXXXXXXXXXX)
On October 20, 2015, Ms. [redacted] booked an identical package for herself and another individual. (Itinerary XXXXXXXXXXX)
We understand from Ms. [redacted]'s complaint that she was speaking to a Hotwire representative for over an hour when the call was disconnected. She states that she called back into our office and no booking could be found for her. Ms. [redacted] mentioned that although her card was charged, we still could not locate a booking for her.
We spoke to Ms. [redacted] and offered our apologies for the issues that she described. We also inquired if she had received the refunds that she was expecting and she confirmed that she did. We agreed to address the customer service issues that she reported and as such, the matter is considered resolved.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
From: [redacted]@yahoo.com (mailto:[redacted]@yahoo.com)
Sent: Tuesday, October 27, XXXX X:XX AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# 57338875 (Ref#XX-XXXXX-XXXXXXXX-X-XXXX)
Importance: Low
Hotwire called to apologize again after I made my claim. I received my money back for the trip they never booked.
Still unsatisfied with how original customer service treated me.
I will not use services through them again after this trip.

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, 2015/07/01) */
July 1, 2015
[redacted]
XXXXX [redacted] Avenue
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with the Super 8 - Port Wentworth, GA. We understand that your original reservation with the Wingate by Wyndham [redacted] Airport was cancelled due to an overbooking situation with the hotel, and you were booked with the Super 8 as a replacement. The Super 8 did not meet the standards of your original booking, and you chose to find lodging elsewhere, paid for out of pocket. As such you are seeking a refund for this booking. We regret any inconvenience or frustration this situation [redacted] have caused.
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.
Per our telephone conversation of July 1, 2015, you have been refunded for the reservation with the Super 8 - Port Wentworth, GA. A full refund in the amount of $227.00 was credited back to the visa card used to book the reservation. The 25 HotDollars used for this booking have been returned to your account, and they will expire on [redacted] 22, 2016. We have added an additional 25 HotDollars to your account that will expire on June 1, 2016. This leaves you with a total of 50 HotDollars on your account. You will receive an email with more information about your HotDollars.
Please fax us the receipt from the hotel you found for your stay and we will be happy to reimburse you for the difference in rates between your original booking ($233.30) and the rate you paid the hotel. You can fax the documents to X (XXX) XXX-XXXX.
We 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.
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, 2015/10/27) */
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?

May 4, 2016 [redacted]   In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]   Dear [redacted],   Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your Hot Rate® hotel reservation...

with [redacted] New Orleans. I understand your dissatisfaction stems from negative reviews you read online. As such, you are requesting a refund.   At Hotwire we take pride in being able to provide the lowest guaranteed rates for all of our products. Our target audience are flexible travelers looking for the deepest discounts. To obtain these deep discounts, we promise our partners reservations will be used as originally booked. For all Hotwire Hot Rates®, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold inventory. Regardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate reservations.   Customers should expect a clean room in working order, if there is a quality concern with the hotel, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, we recommend contacting Hotwire Customer Care for further review.   After further review, I confirmed that no contact has been made during the days of your reservation aside from the call you had with one of our Travel Specialists on April 18, 2016, who advised you to first work it out with the property.   On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use. Based on the above information, I am unable to honor your refund request.   We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

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, 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, 16, 2015/07/30) */
July 30, 2015
Revdex.com
Alaska, [redacted] & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire.com regarding an issue from...

our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on June 17, 2015, Mr. [redacted] booked a Hotwire Vacation Package which included a roundtrip flight from [redacted], [redacted] to [redacted], [redacted] and a one night stay at the [redacted] Grand Inn & Suites from July 10, 2015, through July 11, 2015.
We understand from Mr. [redacted]'s complaint that he is seeking a refund for this booking because the trip was "ruined by United Airlines". According to Mr. [redacted], he was denied boarding to this flight because he arrived forty minutes before his flight was scheduled to take off which was too late according to the airline. United Airlines deemed him a no show as a result he was not allowed to board. Mr. [redacted] says he contacted Hotwire but, that we were unhelpful in addressing his issue. He is demanding that he be fully refunded.
We regret to hear what occurred when Mr. [redacted] arrived at the airport. On July 10, 2015, Mr. [redacted] contacted our office for assistance. He asked what options were available that would allow him to travel that day. We informed him that his ticket was in check in status and that we could not make any changes. We would need to contact United Airlines to determine what options they could offer. They were not able to offer an alternative flight that suited Mr. [redacted]. Prior to contacting Hotwire, Mr. [redacted] was provided with an alternate flight from United Airlines that he declined to use. Hotwire was unable to offer an alternate option.
According to United Airlines, Mr. [redacted] missed his flight due to a late arrival. Hotwire is unable to offer a refund under the circumstances.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 19, 2015/07/31) */
They have not replied at all to my complaints, though United has admitted their error, so now I have to go to my bank and reverse all charges as non-delivery of product/service.
Tell them that, thanks.
Final Business Response /* (4000, 22, 2015/08/05) */
August 5, 2015
Revdex.com
E.com - Alaska, [redacted] & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret that our response cannot be more favorable and hope that, despite his recent experience, he will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore his faith in our company. We trust our position in this regard has now been clarified.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Final Consumer Response /* (4200, 24, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their resolution is worthless, they offer nothing but excuses. They NEVER checked with United, they NEVER returned my calls that day or FIVE EMAIL SUPPORT REQUESTS BEFORE THE TRIP and this even happened, and they've ignored it since...EXCEPT FOR THIS Revdex.com COMPLAINT, so they can try and pretend they were all helpful and nice and gave great service. NONE OF THAT is even remotely true. "Use (them) again"...??? Are they effing kidding? NEVER AGAIN.
The paperwork with Visa to get ALL OF MY MONEY BACK is being processed by the bank at this time. Hotwire and United should be penalized and put out of business. Worst companies and lack-of-service EVER.

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!

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

August 16, 2017
 
[redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Hertz. I understand your dissatisfaction stems from...

being charged for Airport Concession Fee at Hertz rental counter. As such, you requested a refund of the additional fee in the amount of $60.00.
 
Agencies may charge additional fees for incidentals such as add-ons like insurance, taxes, GPS or additional rental days. An itemized bill, listing any additional charges that you may have incurred, would have been provided to you, by Hertz, when you returned the car
 
For us to review further, please send us the copy of your rental final receipt and credit card statement reflecting the charges for further review. You may send it to [redacted] as an e-mail attachment. Please note, the review process may take seven to 10 business days and we will reach out to you once completed.
 
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,Fortunato Co
Customer Care RelationsHotwire 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, 5, 2015/07/17) */
July 17, 2015
[redacted]
** Box [redacted] XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

regarding your hotel reservation at the Econo Lodge Inn and Suites, Green Bay for July 3, 2015. We understand that you are requesting a refund due to the condition of the room. We apologize for any frustration this [redacted] have caused.
At Hotwire, we expect our customers will have a clean and safe stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review. We do see that you did contact us regarding the situation.
After further review, we will be able to honor your request for a refund. We refunded you on July 17, 2015 for $120.10. A refund typically takes 1-2 business days to get back to your financial institution. After that it is up to your financial institution as to when the funds will be available.
Again, we apologize for this situation, regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks

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!

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, 2015/08/28) */
August 28, 2015
[redacted] Club [redacted] City, [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 Vdara on December 31, 2015 in Las Vegas, Nevada. We understand that you are requesting a room with two queen beds. You are seeking to change this reservation to another property. We regret any inconvenience this situation [redacted] have caused.
For all Hotwire bookings, the room is guaranteed to sleep the number of guests indicated during the search on your reservation, and our hotel partners will do their best to honor any specific requests. They [redacted] charge an additional fee to change your room or bed type. Hot Rate(r) Hotels are considered "run-of-house", and the hotel will place your party in a suitable room based on its availability.
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. It is also explained on the email confirmation sent at the time of booking that:
All bookings are final. No refunds, changes or transfers.
Rooms sleep the number of guests. Number, type and size of beds aren't guaranteed.
Call the hotel directly about bed types, check-in/check-out times and special requests.
Hotwire has reached out to the Vdara and been advised you were assigned a room with a queen bed, and a double pull out couch. This will accommodate the four guests booked for this room. If you wish to specify your desired bed type, or number of beds after booking, you [redacted] contact the hotel directly. Any upgrade fees would be payable directly to the hotel.
In consideration of the above information, we are not able to honor your request for a transfer of the reservation to another property.
For future reservations, if a specific bed type is required, you [redacted] book hotels that display the name and address of the hotel before booking by searching on the Hotel tab on Hotwire. You will be able to select specific room and bedding types based on the hotel's availability. While the discounts on these hotels are not as significant as those on our Hot Rate (r) hotel deals, we still guarantee you will not find a lower price on any other internet site within 24 hours of booking.
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, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The text below is from hotwire in their response above
"Hotwire has reached out to the Vdara and been advised you were assigned a room with a queen bed, and a double pull out couch. This will accommodate the four guests booked for this room. If you wish to specify your desired bed type, or number of beds after booking, you [redacted] contact the hotel directly. Any upgrade fees would be payable directly to the hotel"
Text below is an email from Vdara in previous communcations.
"In review of your reservation, you are booked for a Deluxe Suite. This suite type comes with one king size bed and one queen size sofa-bed"
MyResponse:
This isn't even the room I was told I reserved. I was told I had a room with a KING BED and a QUEEN SOFA SLEEPER. Which really doens't make sense as a queen bed and a double sofa sleeper is Abousetly NOT acceptable for $382.00 a night. We should at least be able to be comfortable for the three nights we will be there. Hotwire I feel is a bait and switch company. How can I possibily fit my 65 year father with back trouble, knee injury and hip porblems post surgical procedures. My 90 year old grandmother who uses a walker and is legally blind plus myself and my 14 year son in a room that has a Queen bad and a double sofa sleeper. I would like to ask anyone at hotwire or the Revdex.com if this how they would ask their family to sleep for three nights. Also, I have an email from the hotel stating that it is a King with a queen sofa sleeper. My feelings are HOtwire doesn't even have the information to hinestly tell me what room I have. This reservation was not made in any way but honest. I stated on there myself and 3 adults. It is not like I said me and 3 kids. Or me by myself and then check in with 3 more adults
Final Business Response /* (4000, 9, 2015/09/02) */
September 2, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking at the Vdara hotel for check-in December 31st , and check-out January 3rd , 2015. We understand that you are requesting your reservation to be change to a room with two queen beds. We regret any frustration this situation [redacted] have caused you.
As the previous agent already wrote on her reply, Hotwire clearly messages on our site that all rooms booked will accommodate the number of guest booked but bed type and size are not guarantee .This case your reservation is booked for one room, 3 adults and one child.
We obtain our discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund or change our Hot Rate hotels.
Based on the above information, and for the fact that the hotel is going to be providing you with a room that will be able to accommodate the number of guests booked, we are unable to honor your request for a rebook. You can call the hotel and request for a room with two queen beds, but it is based on availability and you will have to pay any additional charges related to the upgrade at the hotel.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all this was the worst experience of all. I should not have to pay extra to have two queen beds when I have already paid $382.00 a night. This company goes around in circles with their responses. First it was they would give me a change. They they wouldn't. Then I had a King with a Queen sofa sleeper. Then it went to one Queen with a doube sofa sleeper. Now I have to call, mind you I have to call the hotel to UPGRADE, my room. As much as I have paid UPGRADE, that is crazy. This compnay has the worst customer service. I was not asking for a refund just a change of resorts. I have emails to prove that that Hotwire doesnt' even know what my reservation is for. King, Queen they have no idea. What is more than that, they have no idea about the resort. The resort does not have a room with two queens unless I rent another room side by side to the tune of another $1403.