Hotwire

Initial Business Response /* (1000, 5, 2015/10/19) */
October 19,2015
[redacted]
[redacted]
[redacted]
In response to Revdex.com Case number XXXXXXXX
Hotwire Itinerary number XXXXXXXXXX
Dear [redacted],
Thank you for the taking the time to inform us thru the inquiry to Hotwire...

through the Revdex.com regarding the star rating of the hotel reservation that you have with the BEST WESTERN PLUS at208 North Lake Powell Boulevard Page, Arizona.
I understand your dissatisfaction stemmed from the information that you have regarding the star rating of your hotel is not what it appeared to be as you were given a hotel with a 3.0 star rating instead of a 2.5 as per what you were expecting to be given.
After a thorough study concerning your issue, we can confirm that this was an agent error, we will be refunding your account for $249.86,and this decision takes effect on Oct.19,2015.
We will issue your refunds within 1-2 days of processing, it is up to your financial institution's policies on when the credit will post to the account. Please allow 1-2 billing cycles for the credit to appear on your billing statement before contacting us in regards to this refund, please contact Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for the refund process.
We apologize for whatever inconvenience this misinformation has caused you while we appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best Regards,
[redacted]
Customer Care
Hotwire Corporate

Initial Business Response /* (1000, 5, 2015/07/20) */
July 20, 2015
[redacted]
[redacted] Circle
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with the Clarion Inn Mt. Pleasant - Charleston. We understand that your daughter's school schedule has changed, and you would like to cancel the reservation for a full refund. We regret any concern this [redacted] have caused.
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. In order to complete the booking, you selected a box stating you read, understood and accepted those conditions.
In consideration of the above information, we are not able to honor your request for a refund.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with Hotwire's response at all. As outlined and described in my original complaint it is morally wrong and extremely poor customer service for this business to take a my money for a service that I am not able to use due to circumstances beyond my control. I will be seeking legal action against Hotwire and will also be contacting the FTC to report this company for unfair trade and business practices.
Final Business Response /* (4000, 9, 2015/08/01) */
August 1, 2015
[redacted]
[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 the Clarion Inn Mt. Pleasant - Charleston on August 1, 2015 in Mount Pleasant, South Carolina. We understand that due to a change in plans you are seeking a cancellation for this Hot Rate(r) hotel reservation, and seeking a full refund. We regret any inconvenience this situation [redacted] have caused.
At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Hotwire prepays for this reservation at the time of booking. 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. Hotwire explains at the time of booking that all bookings are final with no refunds, changes or transfers. We ask you to confirm you have read and understand this in order to complete the booking. A review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking.
In consideration of the above information, we are not able to honor your request for a refund.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This explaination from Hotwire is unacceptable to me. It is unethical to take a customers money as payment for services that were not rendered. I will be contacting my states Attorney General's office to file a official legal complaint against Hotwire for unfair business practices.

[redacted] 30, 2016[redacted] Yonkers, NY 10704In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]Dear [redacted],I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with [redacted] Asbury Park. I regret you remain dissatisfied with the handling of your situation. You feel you were misled on the amount of savings you would receive. As such, you are requesting a refund.Based on the information previously provided, we strive clarity on our website where information about savings are provided prior booking, whereas stated: "Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates."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 are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds.At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.With that, I remain confident we provided the lowest rate for this property within 24 hours of booking. My decision remains the same; I am unable to honor your refund request.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 RelationsHotwire Corporate Office

April 13, 2016
[redacted]
[redacted]
[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 Hot Rate® hotel...

reservation with Rosen Centre Hotel. I understand you are dissatisfied with your recent booking as the hotel charges extra $150 for pet fee, despite booking a pet friendly hotel. As such, you are requesting a full refund.
We strive for clarity on the site. Customers can choose the place they want to stay based on the amenities that best suit their needs, such as pet friendly. If an amenity is listed, our customers can expect it in the hotel. While we work to ensure the amenities provided upon booking are available, we cannot guarantee they will all be in service during your stay or if there’s any fees. During the booking process, we mentioned the following:
“Some amenities may only be available in some rooms or units. Some amenities may incur additional fees.”
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 pet fees, parking services and any associated fees. Rather, we can only mention there may be a charge as stated on the final billing page.
If a hotel opts to charge pet fees, it is treated as any other incidental and is not included in your Hotwire rate (i.e. room service, phone calls). Any pet fees incurred must be paid directly to the hotel, usually at check-out time.
As stated, Hotwire is unable to post certain specifics about the hotel such as pet fees, parking availability, parking services and any associated fees. If we were to mention specifics, it may allow our customers to determine what property they are receiving. This would break our agreement with our partners to keep them anonymous until the booking is completed. Based on the information above, I am unable to honor your request for a full refund.
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care RelationsHotwire Corporate Office

Revdex.com Case Number [redacted], Hotwire Itinerary [redacted]
Dear **. [redacted]
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation at Westin Washington DC City Center for travel dates 03-Jul-18 to 08-Jul-18.
I understand you are...

dissatisfied with the last hotel booking you got. You felt that the parking fee is too high thus makes the Hot Rate deal misleading because then you have to pay more.
Allow me to further explain. When Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishment. Customers can then choose the place they want to stay based on amenities and property type that best suit their needs, such as property with free parking. If the amenity is listed, we guarantee it is found at the hotel. In addition to providing amenity information along the booking path, we also address in our Help Center under “How can I find a place to stay with specific amenities?” Our Help Center is located at the top of every page in the right hand corner. Upon reviewing your reservation, I confirmed Pet friendly, Smoke-free rooms, Fitness center, Restaurant(s), Business center, Internet access, Golf nearby were the amenities listed at the time you booked.
Based on the information provided above, I am unable to process any billing adjustment or refund to cover the parking fee.
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]
XXXXX [redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your reservation with The Westin Chicago River North in Illinois. I understand you did not use your recent reservation because your travel companion attended jury duty. As such, you requested for a refund, in the amount $287.72.
At Hotwire, we secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, all reservations are booked as non-changeable and non-refundable. However, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferable. As an exemption to refund your reservation, we asked you to send us documentation showing the dates will overlap the required jury duty summons.
After reviewing your account, I confirmed that on October 20, 2015, we approved the documentation and processed a full refund amounting to $287.72. The refund typically takes 1-2 business days for the funds and is up to your financial institution as to when the funds will be available.
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, 2015/11/24) */
November 24, 2015
[redacted]
[redacted] Way
[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 Lindner Hotel Prague Castle in Czech Republic. I understand you are dissatisfied with your recent hotel booking because of the error you received when trying to apply the $15 discount published on our website.
At Hotwire, we provide our customers with a final recap of all the information associated with the reservation for our customers to have the ease on finalizing the booking being that there are very limited options with regards to making adjustments on all Hotrate(r) bookings.
After reviewing your account, I have verified that the reservation was booked October 22, 2015 and the BDAY15 promotion code expired October 21, 2015. We strive to provide all the information needed by our customers about our great deals and promotions to avoid any confusion or errors. The communication of the promotion sent through email indicated the start date and end date of the promotion.
Based on that information, I am unable to honor your request for the $15 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, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response because on October 22nd the promotion was posted on their front page of their website. If this is invalid they should remove it from the site. it is bait and switch home page said 15 off 150 and I get to checkout and it doesn't work
Final Business Response /* (4000, 9, 2015/12/15) */
December 14, 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 reservation with Lindner Hotel Prague Castle in Czech Republic. I regret you remain dissatisfied with the handling of your situation. I understand you disagree with our previous response as you indicate that the promo was still published on our website on October 22, 2015.
As previously mentioned, the BDAY15 promotion code was only until October 21, 2015. As we strive clarity on our website, we are confident that this promotion was no longer published after October 21, 2015.
We remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will forward your comments for possible future improvements to the Web site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Based on the information above, our decision to not honor your $15 refund request remains unchanged.
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, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Saying you are confident it wasn't there is just an excuse. I would guess you didn't even confirm. The bottom line is it was. I saw it on two different platforms. Your mobile app and the main website that day.

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

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.

April 1, 2018
[redacted]
[redacted]
Re: Revdex.com Case Number [redacted], Hotwire Itinerary Number [redacted]
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Austin,...

Texas.
 
I understand you are seeking information regarding recent transactions as well as requesting Hotwire to refund recent transaction amount of $177.32.
 
After reviewing your Hotwire account, I confirmed the Hotwire Itinerary mentioned above was refunded last March 31, 2018 at 12:08 PM to your MasterCard ending in [redacted]. Any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since these reservations were voided, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies. I recommend contacting your bank for further information.
 
Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate OfficeTell us why here...

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11, 2015
[redacted]
[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 Revdex.com, regarding your booking with the Crowne Plaza Montreal Airport. We understand your complaint stems from the booking having been made in US dollars, and the apparent increase in cost during the conversion from USD to CAD when you received your statement. As such you are seeking an adjustment to your Hotwire billing. You also mention your dissatisfaction with the level of service received when you contacted Hotwire to this regard. We regret any frustration this [redacted] have caused.
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 take customer feedback very seriously, and we appreciate the time you took to notify us with your concerns.
Upon investigation, we have confirmed that your reservation was booked using the mobile app. Hotwire is a United States based company; as such our default currency is USD. To address this for those outside the US, we offer an option to change the currency type. On the Hotwire mobile app, you can accomplish this by following these simple instructions:
Open the Hotwire mobile app, and touch Settings (gear symbol).
Select "currency" and chose CA$, or Canadian Dollars.
This will set your default currency to CAD. We assure you, the conversion calculation from USD to CAD and back is done by the financial institutions involved, and there were no added charges from Hotwire after the booking was completed. The actual tax amounts paid by Hotwire to the hotel supplier [redacted] vary from the tax recovery charge amounts, depending upon the rates, taxability, etc. in effect at the time of the actual use of the hotel by the customer. That being stated, we retain service fees as compensation in servicing a customer's travel reservation.
The information mentioned above is made available to our customers' in the Hotwire Terms of Use. Prior to completing this booking, you selected a box indicating you accepted the Hotwire Terms of Use. In doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price; including the room rate displayed on the site plus tax recovery charges and service fees.
In consideration of the above information, and that are not able to retroactively adjust the currency type once the reservation has been completed, we will not be adjusting your bill as requested.
We appreciate your business and hope to assist you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

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, 2015/07/07) */
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

April 15, 2016
 
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your...

reservation with [redacted] - San Angelo. I understand you are dissatisfied on the amount of savings you received. As such you requested a refund.
 
Our records indicate you booked a Hotwire Hot Rate® reservation. In Hot Rate® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate® reservations are non-cancellable and non-refundable. This was clearly displayed on the final checkout page on our website prior to completing his booking, and in the confirmation email itinerary that he received, as follows:
 
All bookings are final. No refunds, changes or transfers.
 
As for the advertised rate of savings associated with Hot Rate ® bookings, our crossed-out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. To further clarify, Hotwire compiles a list of the retail rates we have found for all similar 2.5 star hotels in the vicinity chosen for the booking dates requested.  Savings are then calculated based on the median rate found, and thus the crossed-out savings we display represents the retail rate falling at the median. Our website contains the following disclaimer explaining how our savings are calculated for Hot Rate ® bookings:
 
“Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates.”
 
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, 2015/07/23) */
July 23, 2015
[redacted] Rd
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the opportunity to address your concerns, as sent through the Better...

Business Bureau, regarding your hotel reservation with The Inn at Lithia Springs for July 17, 2015. We understand that the hotel was overbooked and when we were contacted the agents didn't assist you. We apologize for any frustration this [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 is not satisfied with the hotel's resolution, we recommend contacting Hotwire for further review.
According to our records, we have confirmed a refund was processed back to your credit card on July 23, 2015 in the amount of $109.64. A refund typically takes 1-2 business days to go to your financial institution. After that it is up to your financial institution as to when the funds will be available.
If you ended up staying at an alternate hotel, we are able to review for additional compensation. In order to review further we require a copy of the receipt for the alternate hotel stay as well as a copy of your credit card statement reflecting the two charges from Hotwire and the hotel. So we can resolve your issue as quickly as possible, please fax those documents to X-XXX-XXX-XXXX. Once we receive these documents, we will review them for a possible refund for the difference in the amount originally paid and the cost of your alternate stay.
Please accept our sincere apologies along with a credit of 25 HotDollars that were applied to your account. HotDollars are equivalent to US Dollars when used to book Hotwire HotRate car rentals and HotRate hotel reservations. An email was sent detailing how to use your HotDollars. Your HotDollars are valid for up to one year, expiring on July 22, 2012.
We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future. Our Customer Care agents are available 24 hours a day, at 1-866-HOTWIRE (XXX-XXXX).
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14, 2015
[redacted] M [redacted] Drive
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX, XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your booking with the Ocean Springs Days Inn and the Comfort Inn Biloxi. We understand that you are seeking a refund for two reservations, as you state you received error messages when booking, and did not use the reservations. We regret any frustration this situation [redacted] have caused.
After review, we see that the two reservations were booked within minutes of each other, for the same dates and location. As this appears to be a duplicate booking, we have determined we will make a one-time exception for one reservation. Hotwire has processed a refund of $92.24 on September 14, 2015. The funds have been returned to the credit card used at the time of booking. Please allow one to two business days for the funds to arrive to your financial institution. For more information on when your financial institution will make these funds available, please contact them directly.
As you booked a reservation with another site, and we have no record of error messages received when booking your Hotwire reservations, we are not able to establish sufficient evidence to refund both reservations in full.
We appreciate your business and hope to assist you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate they did refund the one, cheaper one, however, if I am going to be forced to pay for the other, then I want to be able to use the one night in said hotel. I need a voucher or something that allows me to receive the service I paid for. [redacted]
Final Business Response /* (4000, 12, 2015/11/30) */
November 26, 2015
[redacted] M [redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservations at the Ocean Springs Days Inn and Comfort Inn in Mississippi. I understand you are dissatisfied with your Hot Rate(r) Hotel reservations. You received error messages during the booking process, stating that the hotel was unable to process. Unaware your attempts were successful, you booked another reservation with Hotels.com leading to multiple hotels. As such, you are requesting for refund for the unused reservations with Hotwire.
Upon further review, I confirmed we extended an exception to refund one of the two bookings in the amount of $92.24 was processed back to your Visa ending in 6537 on September 14, 2015. While we issue our refunds within 1-2 days of processing, it is up to your financial institution's policies as to when the credit will be available for use. Any further questions regarding the specific timeframe of this process will need to be directed to your card company.
According to our records, the refund was processed under Duplicate booking, as we were unable to confirm that at an error occurred when booking the reservation. I also learned that our Travel Specialist asked you to send a screen shot of the error "unable to process" occurred during the time of booking. If you are able to provide screen shots confirming this message was relayed and these bookings were the result of a website error, we will be glad to review this situation further. You [redacted] please send us the screen shot as an attachment via [redacted]@hotwire.com
Based on the information provided above, without screen shots validating a website error occurred,
I am unable to honor your request to refund your other reservation.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/10/22) */
October 22, 2015
[redacted] Drive
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your recent reservation in Niagaras Best Inn. I understand that your dissatisfaction was caused by negative reviews that you have read online, as well as the hotel's star rating of 2.5.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. At Hotwire, we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel.
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.
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 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 additional support.
We have contacted the hotel and confirmed that you stayed and used your booking and that no complaint was filed with the hotel's management during your stay.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on the information provided above, I am unable to honor your request to refund your reservation.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/04) */
January 4, 2016
[redacted] S [redacted] Rd
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire as sent...

through the Revdex.com, regarding your booking with the Crossland Denver - Cherry Creek. I understand you are dissatisfied with your recent Hotwire booking due to the hotel's condition. As such, you are requesting for full refund.
Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that may arise at the property.
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.
I can assure you we take safety concerns very seriously. Based on your concerns regarding safety issues at this hotel, I further researched the property. I read reviews on numerous sites and while I did find some with concerns of the surrounding neighborhood; I did not find a trend of reviews surrounding safety concerns with the hotel itself from past guests.
Upon review, you are also given a credit in the amount of $29.99 for the inconvenience.
Based on the information listed above, I am unable to honor your request for a full 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 Business Response /* (1000, 5, 2015/06/18) */
June 18, 2015
[redacted]
XXXXX E [redacted] ST N
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau regarding your hotel reservation at the Days Inn Forrest City. We understand that you are seeking a refund for this booking due to the star rating of the hotel. We apologize for any frustration this [redacted] have caused.
There is no universal star rating system; Hotwire starts with the star rating provided by Expedia. We then adjust the star rating, based on reviews of Hotwire customers that have utilized their reservation. After further review, we see that this hotel is rated as a 3 star, and we stand firm with our star ratings.
After reviewing your account, we see that you have been refunded this booking on June 8, 2015. Refunds typically take one to two business days to get back to your financial institution. After that it is up to them as to when the funds will be available. If there is any further delay we recommend contacting your financial institution.
If you have any further questions, please do not hesitate to contact us at 1-866-HOTWIRE (XXX-XXXX). We are available 24 hours a day, 7 days a week.
Best Regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)