Hotwire

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

April 20, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot...

Rate® hotel reservation with [redacted]. I understand you are dissatisfied with your booking as the cleaning fee was not disclosed at the time of booking. As such, you are requesting a billing adjustment.
 
Our records indicate that you booked a Hot Rate® hotel. In Hot Rate® bookings, the general vicinity, star rating, and price of the hotel is revealed to the customer, but the specific property is not revealed until after booking is completed. Through this method, Hotwire is able to offer deeply discounted rates to our customers. In exchange, we guarantee to the hotels with which we do business that the reservations we make will be used as booked. For this reason, Hot Rate bookings are non-changeable and non-cancellable.At Hotwire, we strive for clarity during the booking process. On the final billing page, we present a bulleted list of Hotel Rules and Restrictions. Within those restrictions the following statement is provided:              “You'll pay the hotel directly for additional charges, like room service or resort fees.”Additionally, please keep in mind in the future that Condo is one of the lodging type that Hotwire offers, wherein typically, cleaning fee is required. Our Hot Rate® hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as resort fees, pet fees, parking services and any associated fees. This would break our agreement with our partners to keep them anonymous until the booking is completed. 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.Despite the information above, we will provide an exception to provide a reimbursement of the cleaning fee. After your check-out, kindly send us the receipt reflecting the charges for the cleaning fee. You may send it to [redacted]. The review process may take 7-10 business days and we will reach you out once done. We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

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

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

(The consumer indicated he/she DID NOT accept the response from the business.)This is not right as a citizen of this country I need to know why I am being blocked from something that I use to use all of the time? This feels like I am being discriminated against for no reason.I spent good money with the company bo problem then all of a sudden you drop my service without reason. Then tell me some secret department can do what they want? They have all my financial information and they can just do as they please and this is legal?

Initial Business Response /* (1000, 10, 2016/03/07) */
March 7, 2016
[redacted]
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau regarding your Hot Rate(r) reservation with Days Inn Brampton. I understand you are dissatisfied with your recent hotel booking as your refund request was denied despite sending screenshots showing the rate being advertised in CAD. As such, you are requesting a refund of the difference in rate.
We strive for clarity on our Web site. Because customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, total amount by currency along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details.
After checking your account, I confirmed you booked the reservation on our Mobile Application for Android. Our Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed in. On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the "Book Now" button you are accepting the Terms of Use.
We looked into the screenshots you sent, however, we are unable to verify a screenshot showing that before completing the reservation, the rate in the trip summary was quoted in CAD. The only screenshot showing rates quoted in CAD was your reservation with Best Western Plus Toronto Airport Hotel. To further review, kindly send us the screenshots of your reservation with Days Inn Brampton showing the trip summary in CAD to [email protected]. Once we receive these documents, we will review them for a possible refund for the difference in rate.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

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

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]

March 9, 2017   [redacted]   In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]   Dear [redacted],   I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate® hotel reservation with Best Western Kirkwood Inn St. Louis. I regret you remain dissatisfied with the previous information we provided.   As previously mentioned, regardless of whether the reservation is used we are charged and for this reason, all Hot Rate® reservations are booked as non-changeable and non-refundable.   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.   Additionally, At Hotwire, we service two types of hotel reservations: Hotwire Hot Rate® hotels and Hotels. As we informed you in our previous response, all Hot Rate® bookings are non-refundable. For Hotels, hotel details are provided prior to booking and may be refundable. We do not recommend customers to book the non-refundable Hot rate® reservation if their plans are unsure.   Based on that information, our decision to not honor your refund request remains final.   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, 2015/06/07) */
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, 2015/12/23) */
December 23, 2015
[redacted] AVE
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your reservation with Red Carpet Inn & Suites - Scranton, PA. I understand that you are dissatisfied with your recent hotel reservation as the condition of the room fell below your expectations. As such, you are requesting a full refund.
We guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review.
After reviewing your account, I confirmed that you contacted us to share your concerns on December 5, 2015, the day of check in. Our Travel Specialist contacted the hotel and spoke to [redacted], who stated they would provide a new room. I verified with the hotel that you did not accept the new accommodation.
Based on the above information, I am unable to honor your refund request. For the inconvenience, please accept 25 HotDollars that I applied to your account under [redacted]@gmail.com. HotDollars is equivalent to US Dollars that can be used on your future Hot Rate (r) hotels and Hot Rate(r) cars which is valid for a year.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hotel staff "[redacted]" as you stated, in fact did NOT offer nor provide an alternative room. In fact as I stated in my original complaint the hotel staff was rude, abrasive, disrespectful and took no accountability for their unsafe room conditions. It is appalling that they would expect any satisfaction with the health hazard filled room.
Final Business Response /* (4000, 9, 2016/01/17) */
January 17, 2016
[redacted]
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Red Carpet Inn & Suites - Scranton. I regret you remain dissatisfied with the handling of your situation as you stated in your letter, [redacted] did not offer alternative rooms and was disrespectful. I apologize for the inconvenience this has caused you.
Based on the review of the incident, we were informed by the hotel that they offered alternate accommodation, however, it was declined as you did not want to stay at their property. As previously mentioned, if there is a quality concern in the room, we first want our partners to rectify the situation with a change in rooms. If the issue still persists, we recommend contacting Hotwire Customer Care at X (XXX) XXX - XXXX for assistance. Because a contact was not made to Hotwire after you were informed the hotel will reaccommodate your reservation, please understand our options are very limited.
As such, our decision to not refund your reservation remains final. Please accept additional 25 HotDollars for the offensive treatment you experienced at the hotel. HotDollars are equivalent to US Dollars that can be used in booking HotRate(r) Hotels and HotRate(r) Cars and is valid for 1 year.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is now multiple times that I have responded to the initial complaint. My information submitted has not changed. As stated multiple times the staff at the hotel was rude, disrespectful, abrasive and DID NOT offer/ provide alternative accommodations!! This issue has yet to be resolved adequately and I am more than did satisfied with your customer relations as far resolution of issues.

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

Initial Business Response /* (1000, 5, 2015/06/28) */
June 28, 2015
[redacted]
[redacted] E. [redacted] Street
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with The LINQ Hotel & Casino. We understand that you were seeking a full refund for your booking. You contacted on [redacted] 22, 2015, stating that you had missed your flight, and would like to add a name to your reservation to allow your guest to check in that night. Our representative then called the hotel, who asked that a fax be sent with the request. The fax transmission to the hotel was successful. You then called Hotwire on [redacted] 23, 2015 stating that [redacted] had in fact not been allowed to check in and your reservation had been cancelled as it had been marked a no-show, and the hotel was not able to accommodate you with a new reservation, as they were overbooked. We regret any frustration or inconvenience this [redacted] have caused.
Per our telephone conversation of June 28, 2015, we have processed a full refund for this reservation in the amount of $569.28. Additionally, we credited your account with 100 HotDollars to compensate for this experience. Each HotDollars is equal to one US dollar on the Hotwire site, and can be used toward any Hot Rate hotel or car rental reservation. HotDollars will expire exactly one year from the date they are applied, in this case, June 28, 2016. You must be logged in to your Hotwire account to use them. The option to use this credit is located on the last page of the booking process right above the billing information when booking on a computer. Once you check the box that says "Yes I would like to use my HotDollars" it will automatically deduct that amount from the total. You will receive an email with more information about your HotDollars.
During our call you were also provided with the telephone and policy numbers for Allianz Global Assistance in order for you to obtain a refund for the Trip Protection you included with this booking. If needed, Allianz Global Assistance can be reached at X(XXX) XXX-XXXX.
We strive to exceed our customers' expectations, and we regret 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

March 10, 2017   [redacted]   In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]   Dear [redacted]   Thank you for the opportunity to address your concerns as sent through the Revdex.com...

regarding your reservation with Astor Crowne Plaza New Orleans French Quarter. I understand you are dissatisfied with your reservation because the hotel is sold out and you are not happy with the alternate hotel you were booked at.   We apologize for the inconvenience this has caused you. At Hotwire, we guarantee our partners the reservations will be used as they were originally booked. Once a reservation is booked on our Web site, the confirmation information and our payment details are sent directly to the hotel. Please be assured we provided payment to this property for your booking.   Unfortunately, overbooking does occur 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.   Upon review, we confirmed that your new hotel reservation is with Sheraton New Orleans located at [redacted], New Orleans, LA. I recognized you acknowledged this information and agreed to the new property.   Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.   Best Regards,   Janielle Alarcio Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 6, 2015/05/31) */
[redacted] 31, 2015
[redacted]
[redacted] Place
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX

Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com...

concerning your car rental reservation. We understand that you were denied service, as the card presented for the deposit was a debit card. You are now seeking a refund for the reservation. We regret any concern or inconvenience this [redacted] have caused.
We were unable to locate your account using the information provided in your letter. In order to address your concern, please provide us with your Hotwire itinerary number for the reservation in question, the email address or phone number associated with your Hotwire account. Once we have the above requested information, we will be able to review your booking and answer all of your questions.
We did notice you referred to CarRentals.com in your letter. If you booked the reservation with CarRentals.com, please contact them with regard to your refund request.
If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CarRentals.com has never responded to any E-mails that were sent. Dollar Rentals washed its hands of the whole thing, saying it wasn't their problem. Tried to file with Revdex.com against CarRentals.com, got sent to Hot Wire instead. Nothing but a run around.Now this [redacted] from Hotwire says to contact CarRentals.com [redacted] ?????? I BOOKED WITH DOLLAR RENTALTHEY HAVE WASHED THEIR HANDS.CAR RENTALS HAS NEVER RESPOMDED TO 32 E-MAILS THAT WERE SENT. I work for a company with 10,000 employees. Corporate has posted my letter regarding all this. They will never do business with these companies again. Social media is also posting my problems. No womder America is going down the tubes.
Final Business Response /* (4000, 11, 2015/06/17) */
June 17, 2015
[redacted]
[redacted] Place
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX

Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com concerning your car rental reservation. We understand that you are seeking a refund for a car rental reservation, as you were denied service by the rental agency. We regret any frustration this issue [redacted] have caused.
As you state that your reservation was booked with Carrentals.com, we ask that you direct your correspondence to their customer service to resolve this issue. Hotwire does not have access to reservations booked with Carrentals.com.
If you have any questions or concerns at any time regarding a Hotwire booking, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

March 8, 2017
 
[redacted]
[redacted]
[redacted], CA 9[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 - Austin - Round Rock - North. I understand you are dissatisfied with your reservation because the hotel did not have any rooms available at the time of your stay. As such, you requested a refund.
 
Please note that reservations are sent real-time to our partners to make them aware about the upcoming bookings.
 
Upon review, I contacted the hotel and talked to Kaido. He informed us that your reservation is in their system and they had a room for you at the time of your check-in. You reservation was tagged as a no-show.
 
Based on the information provided to us, we are unable to honor your refund request.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted] 
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because: I received no such voicemail and as I am only receiving this "exception" now, after my booking date, I am unable to obtain the refund. I would like the refund to be issued.Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/08/16) */
August 16, 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 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 for Ms. [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation.
Our records indicate that on July 14, 2015, the customer self-booked a flight reservation using Hotwire's website for a total of $737.60, itinerary XXXXXXXXXXX. Travel was with American Airlines from [redacted], ** to[redacted], [redacted], departing on July 18, 2015, and returning on July 20, 2015. On July 17, 2015, Ms. [redacted] contacted Hotwire and exchanged this ticket to an earlier departure time, paying a total of $819.00 for the airline imposed penalty fee of $200.00 and increase of price of $619.00 (total price of the updated ticket was $1356.60). We understand Ms. [redacted] is requesting a refund in the amount of $737.60, as at the time of exchange she understood that the amount of $819.00 is the new total for the whole purchase and not an additional charge to the originally paid $737.60.
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. American Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) for this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
While the airline imposed terms and conditions, including the penalty fees and applicable increase of fare were disclosed at the time of booking and exchange, Hotwire is willing to issue a refund as an offer of good faith.
A refund in the amount of $737.60 was issued on August 16, 2015, back to the original form of payment. The time it takes a refund to post to Ms. [redacted]' account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
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 Consumer Rebuttal /* (2000, 12, 2015/08/28) */
8/28/15 email from consumer
I greatly appreciate your help and accept their response
thanks
god bless
regards
[redacted]

Initial Business Response /* (1000, 5, 2015/11/03) */
November 3, 2015
[redacted]
[redacted] Road
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your reservation with Value Inn Cedar City. I understand that you are dissatisfied with your recent hotel reservation as the condition of the room fell below your expectations. As such you requested for a credit or a refund.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review.
After reviewing your account, I confirmed that you contacted us to raise your concern on October 11, 2015, the same day as your check-out. Our customer service representative contacted the hotel and spoke to [redacted], who indicated there were no complaints made directly to them.
Regardless, we added 25 Hotdollars to your account under [redacted]@gmail.com for the inconvenience. You can use this credit on your future Hotwire booking specifically for Hot Rate(r) Hotels and Hot Rate(r) Cars.
With the above information, I feel that the $25 HotDollar credit is adequate to your situation and am unable to provide your request for a refund.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire's investigation started and stopped with speaking to [redacted]. [redacted] only answers the telephone for Lake View Inn. Otherwise he has NO affiliation with the Inn nor does he know anything about the night my children and I survived there. The investigation was more than inadequate. They should be ashamed.
At Hotwire they say, we guarantee customers a clean and comfortable stay. With bugs on the carpet, no blankets or towels, with hair on the sheets and mice running around, I can testify that we did not have a comfortable and clean stay there. In fact it was scary.
Final Business Response /* (4000, 9, 2015/11/22) */
November 22, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation in Lake George, New York.
I regret you remain dissatisfied with your Hot Rate(r) Hotel. You indicated that the cleanliness of this hotel did not meet your expectations as you also found mold during your stay.
I apologize for the frustration and inconvenience this situation caused and appreciate you took time to express your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect.
Regardless of 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 reviewing your situation, I confirmed that a contact to the hotel was made to verify the situation. We spoke with [redacted] from the hotel's FrontDesk and he confirmed that there was no complaint brought to their attention during your stay. Based on this information, we feel that the 25 HotDollars credit is an appropriate compensation.
We remain confident our business model is meeting the needs of our company's goals. Based on the information above, my decision has not swayed.

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
Final Consumer Response /* (4200, 11, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with [redacted] and he told me he just answers the phone and the motel was closed for the season. He had no knowledge about our stay. I feel Hotwire did not research this well. If their business model is for people to have a clean room, then they failed. I called as soon as I could to complain and I feel Hotwire response inadequate.

Initial Business Response /* (1000, 5, 2015/08/14) */
August 14, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your booking with Los Prados Hotel from August 5, 2015 to August 7, 2015. We understand that you were looking to cancel before the check-in date due to reports of bed bugs online. We regret any [redacted] this situation [redacted] have caused.
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and Hotwire Standard Rates. For Standard Rates, hotel details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking.
After reviewing your reservation, I confirmed you booked a Hot Rate hotel. For Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer books. These restrictions enable our partners to better manage their unsold rooms.
On the final page of the Hot Rate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
All bookings are final. No refunds, changes or transfers.
Your account will be billed for the full amount when you book.
After you book, the hotel's name and address will be revealed.
Hotels will require a credit card when you check in; debit cards [redacted] not be accepted.
You'll pay the hotel directly for additional charges, like room service or resort fees.
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed.
Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available.
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.
With this in mind we do request that you give the supplier the chance to provide you with a clean and comfortable stay. If after you are shown your room it is not able to provide you a safe environment please give us a call and we will either work with the hotel to re-accommodate you or if they are unable to we will work to get you rebooked into a different property.
We did contact the Hotel and verified that you did use the reservation as booked so we will not be Issuing a refund. We regret that your Hotwire experience was anything less than exceptional.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
Thanks for the response. Unfortunately, it mirrors my prior experience with Hotwire Customer service. My issue with reviews stating there are bed bugs at the hotel are secondary to the extremely poor communication and collaboration between myself and Hotwire customer service.
I am not upset that Hotwire is standing behind their booking policy, in the end a policy is a policy. I am upset that I was told different answers by different hotwire staff, and that Hotwire customer service generally wasted a significant portion of my day by making me wait on hold, not calling me back, etc.
For the record, the stay at the hotel was perfectly acceptable. It is unfortunate that reviews of their location don't accurately depict my actual experience. The breakdown in this transaction was not with the hotel but with the booking agency.
Final Business Response /* (4000, 9, 2015/08/22) */
August 22, 2015


[redacted]
[redacted] XXXXX


Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX

Dear Ms. [redacted],

Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Los Prados Hotel on August 5, 2015 in San Mateo, California. We understand that you contacted Hotwire to cancel your Hot Rate(r) reservation due to bad reviews you found online regarding the hotel. You were seeking a full refund for this booking. We regret any frustration this situation [redacted] have caused you.

First I would like to say here at Hotwire, we strive for excellence with our customer service and regret if we failed to do so in this case. We train our agents to be polite, and provide accurate information in a timely manner. We have noted your concerns and will address the issues so we [redacted] attempt to prevent this from happening in the future. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.

A review of your reservation shows that all the agents you spoke with did provide accurate information. We reached out to the hotel, and verified there are not current bed bug issues, and confirmed the hotel does have a management plan should any issues be reported.

This reservation was booked as a Hot Rate(r) hotel, and it was confirmed as a non-refundable and non-cancellable reservation. This was disclosed and agreed to prior to confirmation of the reservation.

Because of this, we will not be offering any refund for this stay.
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