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Hotwire Reviews (2078)

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

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


[redacted]
[redacted] XXXXX


Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX

Dear Ms. [redacted],

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

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

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

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

Because of this, we will not be offering any refund for this stay.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).

Sincerely,


[redacted]
Hotwire Corporate Customer Relations

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, 2015/07/20) */
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.

April 6, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #:  O-[redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding airline flight changes.
 
Our records reflect on January 31, 2017 the customer accessed Hotwire powered by Expedia.com and self-booked round trip flights for two passengers departing on June 28, 2017 from Nashville, TN for Bangkok, China.  The customer’s flights have been changed due to airline dictated flight changes and he is unhappy with his current flights. 
 
From time to time, and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline initiated schedule changes occur. We cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Hotwire why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.  Major changes are presented to the customer for approval and if the customer does not accept the airlines mandated change, the airline will cancel the flight and provide a refund.  However, smaller changes are made by the airlines and the customer’s itinerary is automatically changed.  If a customer is not willing to accept the airlines rescheduling then the airline will only allow further changes if the customer pays a change fee and any fare difference.  Hotwire is required to follow the airlines rules regarding flight changes and rescheduling.
 
We see that the customer has been in contact with our customer service department over the past several days.  He has been advised of what the airlines will charge if he wishes to make any further changes to his itinerary. 
 
Our corporate response department does not book or change flights.  Changes cannot be made from a written request and must be done with the customer on the phone.  If Mr. [redacted] wishes to discuss change options he can respond to the email he received from our agent [redacted] on April 4, 2017 or call our agents at 1-866-[redacted] – Hotwire; we are available 24 hours a day, 7 days a week and can assist with looking at possible flight options.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted] Tier 3 Corporate Customer Service

Initial Business Response /* (1000, 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, 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

Complaint: [redacted]I am rejecting this response because: the fact that you were only including a small subset of the customers who have offered feedback on the hotel was not disclosed.  For the recommended percentage of the hotel, which was much lower, there were more than a thousand inputs.  To intentionally hide all but the ones which make you appear best is unfair and fraudulent.Sincerely,[redacted]

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.)

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

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

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...

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

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

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

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

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

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, 2015/11/24) */
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, 2015/09/14) */
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, 2015/06/28) */
June 28, 2015
[redacted]
[redacted] E. [redacted] Street
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with The LINQ Hotel & Casino. We understand that you were seeking a full refund for your booking. You contacted on [redacted] 22, 2015, stating that you had missed your flight, and would like to add a name to your reservation to allow your guest to check in that night. Our representative then called the hotel, who asked that a fax be sent with the request. The fax transmission to the hotel was successful. You then called Hotwire on [redacted] 23, 2015 stating that [redacted] had in fact not been allowed to check in and your reservation had been cancelled as it had been marked a no-show, and the hotel was not able to accommodate you with a new reservation, as they were overbooked. We regret any frustration or inconvenience this [redacted] have caused.
Per our telephone conversation of June 28, 2015, we have processed a full refund for this reservation in the amount of $569.28. Additionally, we credited your account with 100 HotDollars to compensate for this experience. Each HotDollars is equal to one US dollar on the Hotwire site, and can be used toward any Hot Rate hotel or car rental reservation. HotDollars will expire exactly one year from the date they are applied, in this case, June 28, 2016. You must be logged in to your Hotwire account to use them. The option to use this credit is located on the last page of the booking process right above the billing information when booking on a computer. Once you check the box that says "Yes I would like to use my HotDollars" it will automatically deduct that amount from the total. You will receive an email with more information about your HotDollars.
During our call you were also provided with the telephone and policy numbers for Allianz Global Assistance in order for you to obtain a refund for the Trip Protection you included with this booking. If needed, Allianz Global Assistance can be reached at X(XXX) XXX-XXXX.
We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 10, 2015/08/16) */
August 16, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an...

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

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

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

Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with [redacted] and he told me he just answers the phone and the motel was closed for the season. He had no knowledge about our stay. I feel Hotwire did not research this well. If their business model is for people to have a clean room, then they failed. I called as soon as I could to complain and I feel Hotwire response inadequate.

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