Hotwire

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

Business Bureau, regarding your booking with Hertz on July 16, 2015 in Burbank, California. We understand that you when you arrived to pick up your vehicle, there were no cars available. You opted to rent from Avis, and are seeking a refund for this reservation. We regret any inconvenience this situation [redacted] have caused.
First, I would like apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
Your refund has been processed in the amount of $121.34 on August 28, 2015. This will be credited back to the form of payment used at the time of booking. Please allow seven to 10 business days to process the refund. After the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

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, 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.

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

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, 2015/10/22) */
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.

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, 2015/08/28) */
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.

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

(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?

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

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

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, 5, 2015/07/07) */
July 7, 2015
[redacted] Avenue
[redacted]
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 Guesthouse Inn and Suites - Pico Rivera, CA. We understand that there was a long delay checking in to the hotel, as their computer was down and the hotel needed the reservation information sent by fax. We regret any frustration or inconvenience this [redacted] have caused.
Our records show you contacted Hotwire by phone at 7:14 p.m. on June 26, 2015, to inform us that the hotel did not have your reservation on file. The reservation details were then faxed to the hotel as requested, and we can confirm that the fax transmission was successful at 7:39 p.m. We apologize for this delay.
We can assure you Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us of your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect.
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, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there computer wasn't down, they don't have a computer. All info should have been faxed from the time of booking. No response to the 2 hour wait I had on the phone I why I never got to speak to a supervisor when I asked several times. This is unexceptable. To not address my whole concern is the reason why Hotwire and my whole family that uses Hotwire will no longer be using thier services. I didn't call at 7:14 I was on a call till 7:14. I attached two numbers to my complaint both on hold from around 5:20 till 7:30.
Final Business Response /* (4000, 9, 2015/07/17) */
July 17, 2015
[redacted] Ave
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear [redacted]:
Thank you for the additional opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservation with the Guesthouse Inn and Suites-Pico Rivera, CA for June 26, 2015. We understand that you are requesting to know why the hotel wasn't faxed the reservation when the booking was created, there was a 2 hour wait time and why you never got to speak with a supervisor when you repeatedly requested to speak with one. We apologize for any frustration this [redacted] have caused.
Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. Why there was a communication error and the hotel did not have the reservation details is something we will investigate.
We do apologize for the long hold to speak with an agent. We are experiencing long hold times due to an unexpected amount of calls during this busy season. We do assist our customers as quickly as possible. All of our agents are empowered the same, so whether you are speaking with a customer care agent or a supervisor, they all have the ability to help you. We do see that you were transferred to a supervisor during your call on June 26. We apologize if there were any issues in getting you to a supervisor.
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). We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
not using Hotwire again thanks

Initial Business Response /* (1000, 5, 2016/01/29) */
January 29, 2016
[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 Better...

Business Bureau regarding your reservation with Budget Lodge Fort Sam. I understand that you are dissatisfied with the hotel you received as it was not listed as an example in the 3-star rating category. In addition, the condition of the room fell below your expectations and you found a lower rate from another site. As such, you requested a refund.
At Hotwire, we provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed.
Allow me to assure you, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. It was not our intention to insinuate one of the hotels mentioned would be the hotel received upon confirmation. I deeply regret any misunderstanding you may have had.
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 for further review.
After reviewing your account, I confirmed that you contacted us on December 30, 2015. I learned that your complaint was not addressed directly to the hotel. Therefore, one of our Travel Specialist contacted the hotel to verify the situation whereas the hotel offered to move you to a different room to address the complaint you shared. Because a contact was not made after that conversation, please understand our options are very limited.
In addition, we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 hours of booking on Hotwire, if you find a lower total for the same agency with the same travel dates, times and same car type outside of Hotwire.com, we will refund you the difference.
Based on that information, I am unable to honor your request for refund.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't think the Hotwire is doing right thing as such a big company. I chose to pay for one hotel without the real information, because I thought the information provided by Hotwire is believable, and you put all the other good brands there to lead customers misunderstanding. It's just a overstated Ads. The complaint is for the whole hotel not one single room. Because they didn't refund me, I just left and found out another hotel to stay. And the hotewire representative at that time tell me that they were not responsible for the refund because I have already checked in...
Anyway, seems they didn't realize the first important thing for a company is the customer.
Final Business Response /* (4000, 9, 2016/02/19) */
February 19, 2016
[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 Budget Lodge Fort Sam. I regret your dissatisfaction from the previous information we provided. I understand you felt mislead by the brands of hotels listed at the time of booking.
As previously mentioned, star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly.
In addition, we strive for clarity during the booking process. After searching for a hotel on our site, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed.
We remain confident our business model is meeting the needs of our company's goals. As we continually review and update the star rating of each property, we are confident the ratings accurately reflect the hotel's overall service, accommodations and facilities.
Based on the information above, I am 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

Initial Business Response /* (1000, 5, 2015/11/09) */
November 9, 2015
[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 the Revdex.com, regarding your reservation with Econo Lodge Allentown in Pennsylvania. I understand your dissatisfaction stems from the negative reviews that you read online. Therefore, you requested for a full refund, in the amount of $98.25.
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.
Based on your concerns regarding the condition issues at this hotel, I further researched the property. I read numerous reviews and did found reviews on the hotel's condition concerns. We apologize for the inconvenience this has caused you.
Upon further review, I contacted the hotel and talked to [redacted] He confirmed that you utilized your reservation. As such, I am unable to honor your refund request. However, please accept 25 Hotdollars that we applied to your account under [redacted]@emttech.net. You can use this credit on your future Hotwire booking specifically for Hot Rate(r) Hotels, hotels and Hot Rate(r) Cars.
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, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response , and would also like to say that the person in which you spoke to named "[redacted]" is not correct when he states that I utilized my reservation. I did not stay at the hotel/ motel at that location. Would would also go to the validity of the location and the amount of convoluted things that go on with the said location where I was booked with your company. I actually booked another stay in the same area the same night with the Days Inn by the airport. So please explain to me how I utilized my reservation? Also furthermore why I would considering I know the other location of the Days Inn at the Airport. I stay there a lot when I am in the allentown area. You can reach out to the reservation department at the Days and they can confirm this information as well.
Final Business Response /* (4000, 9, 2015/11/24) */
November 24, 2015
[redacted]
[redacted] Dr
[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 Allentown, Pennsylvania. I understand that you did not use your reservation because of the negative reviews that you saw online. As such, you are requesting a full refund.
We service two types of hotel reservations: Hotwire HotRate(r) and Hotels. For Hotels, the details are provided prior to booking and [redacted] be refundable; cancellation policies vary by the property. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hotwire HotRate(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hotwire HotRate(r).
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 review of your account, you were given an exemption last September 26 for a rebooking but you just simply wants a refund. Since the reservation is a HotRate(r). booking you must understand that we can only give out limited exemption.
Upon checking you were given 25 Hotdollars credit on your account that we applied to your account Hotwire account under [redacted]@emttech.net. HotDollars are equivalent to US Dollars when used to book Hotwire HotRate(r) Car rentals and HotRate(r) Hotel reservations. Your HotDollars will expire one year from the date of issue.
Based on all the information above, I am unable to honor your request for a full refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this resolution. Just because the business states that they have a "policy" as to if the room is clean or not clean and that it is a "safe" environment, this is a matter of an opinion. I was not about to stay in a location which was not safe, clean, or sanitary. I do not think anyone would with knowing of it ahead of time. The client previously stated that I stayed at the location in which I did not. Also they in the LAST minute situation respond with a fact of the policy of cancel refunds or exchange. This was NOT noted BEFORE the purchase was made. They stated that it would be a LIKE hotel as in a Days Inn, A Ramada Inn, or a Comfort Inn. Then after the booking was made they pull a bait and switch to a non name hotel. Then when I called , I could be UPGRADED to one of the named hotels for an additional price. That is not a fair business practice. Then after to be able to state, WELL, this is our policy. I did not ask for the HotWire bucks. I will not use them. Also with booking an actual Days Inn location the same night for $42.00 after calling the location and they had a cancelation of a room. This is even more disturbing in which the actual hotel price was cheaper than the hotwire "deal" of said purchase price, for a non name 3rd rate hotel. In conclusion, I disagree with the result and I disagree with the business policy. I want a refund of my purchase money.

Initial Business Response /* (1000, 6, 2015/11/09) */
November 9, 2015
[redacted]
XXXXX XX Ave
[redacted]
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 Better...

Business Bureau regarding your reservation with Rodeway Inn Bellingham. I understand that you are dissatisfied on the amount of savings you received. As such you requested a refund.
Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within 24 hours of booking, contingent the claim is from a source outside of Hotwire.
After reviewing your account, I confirmed that we already issued full refund on October 21, 2015 which was authorized by the property. The refund typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 8, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did write back to advise that I got a refund not because of hotwire but through Hotels.com. This answer is the same answer I got from the agents and I'm tired of repea ting myself. The point was not addressed which is why I wrote in the first place. They seem to have standard answer and Hotwire isnt listening to the actual complaint. You can pass [redacted] on to hotwire and cancel my complaint but I will not be using hotwire again and advising others to do the same. thank you Revdex.com for your efforts

August 22, 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 at the Baymont Inn & Suites Celebration. I understand you indicated this was booked by a minor and would like to refund the reservation.
 
At Hotwire, we strive for clarity on our Web site. We have tailored our booking path to be informative every step of the way and relatively easy to use. First our customers are presented with their booking details and various policies regarding their hotel reservation. Next, customers are required to enter the primary guest’s name and billing information. Finally, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the booking.
 
As indicated at the time of booking, an adult over 18 must be present at check-in to assume all liability for the booking.
 
Upon review, despite the agreed Terms of Use, we offered an exception to possibly refund and cancel your reservation with proper documentation. Kindly send a copy of your son’s birth certificate and your or his guardian’s driver’s license. For review, you may send it to[redacted] as an e-mail attachment. The review process may take seven to 10 business days and we will notify you with our decision.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/16) */
August 16, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns, as sent through the...

Revdex.com, regarding your hotel reservation with Quality Resort Chateau Canmore for August 9, 2015. We understand that you are requesting a refund due to the booking showing a 100% recommendation score and after further research, after completing the booking, you found negative reviews for the hotel on other websites. We regret any frustration this [redacted] have caused.
After some further research into this situation, we see that you have already been refunded for this reservation. 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.
We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually the refund was only processed because of the fact that Hotwire overbooked this hotel and took my money anyway. The hotel had no rooms available at the time we arrived and notified us that this is a common practice with Hotwire. Not only did you use false advertising when showing this hotel as a 3 star (which it isn't), and 100% recommendation (It's not either). You advertised this hotel as having availability which it obviously didn't and it sounds like this wasn't the first time either.
I will make sure to leave as many compaints online until you change your business practices. I have read all the complaints agaisnt hotwire online and it sounds like this is normal operating procedure for you now. Terrible. You should know better, in this day of social media and online reviews, word gets out fast.
The money has been refunded by Hotwire after hours of being on hold. You will never see me as a customer again, unless you completely do an about face.
Final Business Response /* (4000, 9, 2015/08/21) */
August 21, 2015
[redacted]
[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 booking with the Quality Resort Chateau Canmore on August 9, 2015 in Canmore, Alberta. We understand that when you arrived at the hotel they could not find your Hotwire reservation. You chose to find an alternate hotel for your stay. We regret any frustration caused by this situation.
We do 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.
Please understand that hotel overbooking does occur occasionally in the hotel industry. In such situations, hotels do their best to accommodate customers at equivalent properties during oversold dates. We recognize that 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 this instance, the hotel did not offer alternate accommodations for your stay.
Had you contacted Hotwire at the time this happened, we would have had the option to rebook a new hotel at no extra cost to you. Because we were not told of the situation until after the check in date had passed, you did receive a full refund for this booking.
Hotwire stands behind our star rating for this property, based on reviews of Hotwire customers who have previously stayed at this property. We do take customer feedback very seriously, and appreciate the time you took to notify us with your concerns.
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, 2015/07/16) */
July 16, 2015
[redacted]
[redacted] Drive Apt *
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns, as sent through the...

Revdex.com, regarding your hotel reservation with the Crowne Plaza Hotel Atlanta for July 21, 2015. We understand that you do not agree with the star rating and are requesting a refund. We apologize for any frustration this [redacted] have caused.
As there is no standardized star-rating we start with Expedia's star-rating and then adjust the rating based upon reviews from our customers after they have completed their stay. Based upon surveys completed, our customers have rated the condition of the hotel a 4.0, room cleanliness score of 4.0, and a quality of service score3.8. We are confident that our star rating is correct for the Crowne Plaza Hotel Atlanta.
Regardless of Star Rating, we do expect our hotel partners to provide a clean and safe room. If your room does not meet these specifications and the hotel is not able to work with you, please contact our 24 hour customer service team at 1 800-HOTWIRE (XXX-XXXX), so we can work with you so we can find a solution.
Based upon the previous information, we will not be changing the hotel you are at or honoring your request for a refund. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations