Hotwire

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

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

[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

Initial Business Response /* (1000, 5, 2016/01/15) */
January 15, 2016
[redacted]
[redacted] W. [redacted] Circle
[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 Mission Hills Golf Resort & Spa. I understand you did not want to stay at a pet friendly property due to your medical condition. As such, you requested a full refund.
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 Smoke Free Rooms, High-Speed Internet Access, Pet Friendly, or a Pool. I checked on your reservation and learned that the amenities upon booking listed are; "Resort, Free parking, Pet friendly, Smoke-free rooms, Fitness center, Pool(s), etc".
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 non-refundable and we do not have access to a reservation to make changes once it is finalized. Prior to completing your booking, you selected a box stating you read, understood and accepted those Terms of use.
Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. Upon reviewing the call, I confirmed you were given an exception to be rebooked at a different hotel and which you declined.
To further investigate, we have contacted the hotel and confirmed that the reservation was utilized. As such, we are unable to honor your request for full refund.
We do place great value on your feedback and will be sure to keep your comments on file. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:
this continuously happens with Hotwire but not with any other booking site. In addition the customer service reps always give inconsistent info and it never helps when dealing with the front line agents. It also is not in good business practices that hotwire continue to advertise or have hotels that have sold out in their inventory and allow for a card to be authorized even when the hotel is no longer available. The funds are taken out of your account regardless and you have to wait until the bank release it back into the account. It is inconvenient and wrong, in addition I was stuck without a hotel and had to spend an additional $120 to book directly with a hotel because Hotwire screwed me and had to wait until that amount was released into my account 2-3 business days after. Unacceptable !!!Sincerely,[redacted]

June 21, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your...

reservation with Magnuson Hotel Pensacola. I understand you are dissatisfied with your hotel booking because the condition of the hotel room fell below your expectations. As such, you are requesting a refund.
 
Our records indicate that your reservation was a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.
 
When booking with Hotwire, customers can expect a clean room in working order. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, you can contact us for help. Because there were no contacts made to Hotwire during your stay, our options were limited.
 
Upon review, as you mentioned, we confirmed the 50 HotDollars we applied to your account under [redacted] on June 10, 2017. Those credits are equivalent to 50 US Dollars that you can use in booking any Hot Rate® hotels, or any Hot Rate® cars in the future, valid for 1 year.
 
Based on the information above, we feel that the credits we have applied to your account is an adequate compensation to your case. Please be advised, we are unable to honor your full refund request as your hotel reservation was fully utilized.
 
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, 2015/11/17) */
November 17, 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 from Mr. [redacted] (Revdex.com Case number XXXXXXXX) regarding a hotel reservation.
Our records indicate on September 25, 2015, the customer self-booked a hotel reservation using the Hotwire website. Accommodations were at the Howard Johnson Portland Airport from September 26, 2015, to September 28, 2015. We understand from the complaint, the customer is requesting a partial refund per the cancellation policy.
On November 17, 2015, Hotwire attempted to contact the hotel directly to verify the information stated by the customer. However we were unable to reach anyone and as a result Hotwire processed a partial refund in the amount of $73.06 back to the customer's original form of payment. This amount reflects the hotel fee equal to the first night's rate plus taxes. We apologize for any inconvenience this delay [redacted] have caused.
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, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/14) */
October 14, 2015
[redacted]
XXXXX [redacted] Drive
[redacted] XXXXX
In response to the Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the...

Revdex.com regarding your hotel reservation in La Quinta Inn & Suites Wayne.
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. 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 further review.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferable. Prior to completing your booking, you selected a box stating he read, understood and accepted those Terms of use.
Based on the information provided above, I am unable to honor your request to change your times or provide a full refund.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/29) */
January 29, 2016
[redacted]
[redacted]
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 Hot Rate(r) hotel reservation with Alsol Luxury Village. I understand you are dissatisfied with your recent Hot Rate hotel booking. You feel our site led you to believe you would receive an all-inclusive reservation.
We at Hotwire, strive for clarity during the booking process. We provide several avenues for our customers to find information about our products prior to booking. 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 an All-inclusive Property.
Each all-inclusive resort's amenities vary, they commonly offer extras such as free food and drinks, entertainment, land and water sports, kids' programs and gratuities. For a complete list of services offered by your resort property, we recommend to review the amenities shown in the search results and details.
The amenities we listed at the hotel were Resort, Smoke-free rooms, Children's activities, Fitness center, Pool(s), Restaurant(s), Business center, Internet access and Spa services. I apologize for any misunderstanding and confusion regarding our descriptions.
After reviewing your account, I confirmed our Travel Specialist processed an exception on January 20, 2016, in the amount of CAD 2,645.27. The refund typically takes 1-2 business days for the funds to return to your financial institution. It is then up to your financial institution as to when the funds will be available for use.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not got my refund as the lady made me book another trip at a lower star. Can I get that refunded please.
Final Business Response /* (4000, 9, 2016/02/23) */
February 23, 2016
[redacted]
[redacted]
In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Alsol Luxury Village. I understand after we cancel your reservation with Alsol Luxury Village, you made another all-inclusive reservation which is with Be Live Collection Punta Cana, Hotwire Itinerary XXXXXXXXXX. You are now requesting to refund that reservation as you found out the hotel was also not an all-inclusive property as we advertised.
We apologize for the inconvenience this has caused you. I can assure you this experience is not typical of what our customers can expect when booking with Hotwire.
After reviewing your account, I confirmed we have also issued a full refund for the alternate reservation you booked with Be live Collection in the amount of USD 1725.16. Refunds. Typically takes 1 to 2 business days and is up to your financial institution as to when the funds is available for use.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

March 22, 2016Revdex.comSan Francisco Bay Area and Northern CoastalComplaint DepartmentRe: Expedia **se #: O[redacted]Dear Revdex.com,Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Hotwire is responding to the consumer complaint from [redacted] (Revdex.com **se number [redacted]) regarding a package reservation. We understand Ms. [redacted] is requesting a refund. On March 9, 2016 we received the Revdex.com complaint.Our records reflect on February 22, 2016, the customer self-booked a package reservation for [redacted] and [redacted], using Hotwire.[redacted] Travel is on Air **nada, departing April 14, 2016, from Vancouver, canada to Phoenix, Arizona; returning on April **, 2016, from Phoenix, Arizona to Vancouver, canada. The car rental is with Hertz in Phoenix, Arizona, pick-up date April 14, 2016, drop-off date April **, 2016. The customer is stating they made the reservation to be charged in **D; however the charges were processed in in USD.Hotwire a serves as a third party intermediary with travel providers such as hotels, **r rental agencies, and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation. This gives Hotwire the opportunity to provide an appropriate resolution. We can confirm on February 26, 2016, the customer contacted Hotwire, advising that our site mislead her to believe she was booking the currency in **D; however the charges appeared on her credit card statement as USD. The customer is requesting a refund for the difference. While our agent was researching the issue, the customer's call disconnected. Our agent did contact Ms. [redacted] back, however she was not available. Our agent did leave a voice message.On February 27, 2016, the customer contacted Hotwire, advising she booked on Hotwire.**; however is being charged in USD. The customer requested the package to be **nceled and to be issued a full refund. Our agent advised the customer, the airline tickets are nonrefundable, and we will have to contact Hertz to see if they would authorize a refund. The customer declined, no further action was taken.In reviewing Ms. [redacted] account, Hotwire is able to verify the customer's booking session that was made on February 22, 2016. Hotwire **n confirm there were no site errors and the customer was advised that they would be charged in USD. Hotwire makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review including the final payment screen. We hope the customer understands, Hotwire **nnot honor the request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because this is exactly the problem that we started with.  They have NO information that I book anything with their company but yet they charged my credit card.  This company needs to be shut down because it it stealing money from people who go onto the site and look for hotels.  If a customer does not book the hotels they should not be charged.  It is extremely hard to believe that they do not have any information when they charged my credit card and disputed the issue with Discover Card.  They are dishonest and the consumers are paying the price.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22, 2015
[redacted]
[redacted] S [redacted] Street
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your car rental reservation with Alamo at the McCarran International Airport in Las Vegas. We understand that when you contacted our Customer Care to ask about changing the scheduled times for your car rental, your new reservation was booked for the wrong dates. As such you are seeking a refund for the replacement reservation and the rental car damage protection you included with the booking. We regret any frustration or inconvenience this situation [redacted] have caused.
Per our phone conversation, we have processed a refund to your Visa in the amount of $307.05. You will also receive an email confirming your refund. In order to obtain a refund for the rental car damage protection that was included with this booking, we ask that you contact Allianz Global Assistance directly, as we do not retain these funds. They can be reached at X (XXX) XXX- XXXX. In order to identify the policy, please use the policy number HXXXXXXXX when you call.
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 /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still need to contact Allianz Global Assistance as I was out of town, but I did get my refund for the car rental (waiting for it to clear the bank)which was what I wanted.

April 24, 2016
[redacted]
[redacted]
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with...

[redacted]. I understand you are dissatisfied with your recent Hot Rate® Car reservation, specifically as you feel our Web site is deceptive. As such, you are suggesting that we modify our Web site and requesting a refund.
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 car reservation. Next, customers are required to enter the primary driver’s name and billing information.  On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use.
We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the supplier. Regardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate® reservations.
We remain confident our business model is meeting the needs of our company’s goals. I appreciate you took the time to express your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect. We will be sure to keep your comments and suggestion on file.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

April 1, 2017
 
[redacted] 
In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with [redacted] Express Inn Bakersfield. I regret to hear it took you 3 calls to get a resolution.
 
Upon review, I confirmed you contacted us on March 24th to file our Low Price Guarantee. As part of the policy, we do not honor LPG if the lower rate booking you found has a discount applied to it. As such, we asked for a screenshot showing the lower rate without any discount on it.
 
In addition, let me assure you we work with our US and international partners to get the best rates on hotels. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation and that is why we back this up with our Low Price Guarantee, which means before 48 hours of your check-in date, if you do find a lower rate for an identical booking, we’ll pay you the difference between the rates.
 
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, 2015/09/03) */
September 3, 2015
[redacted] Way
[redacted] Beach, [redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking Rosen Plaza Hotel on September 5, 2015 in Orlando, Florida. We understand that you would prefer a different hotel for this Hot Rate (r) hotel booking. You are seeking to cancel this reservation for a refund or change the location of the booking. We regret any inconvenience this situation [redacted] have caused.

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. Our Hot Rate(r) Hotels offer deep discounts to customers who have some flexibility when traveling. You will find these deals on the Hot Rate(r) Hotels tab during your search. These fantastic deals allow the customer to specify general location, star rating, amenities, and price. Customers will find out the name of the Hot Rate(r) Hotel, immediately after they book. Due to the highly discounted rate backed by our Low Price Guarantee, our agreement with our Hotel partners is Hot Rate(r) Hotel reservations will be used as booked and are non-cancellable, non-changeable and non-refundable.
On the final page of the Hot Rate(r) 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.
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 XXX-XXX-XXXX.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They failed to even acknowledge that although I understand their "no refund" policy, they did not give me the hotel that I was actually bidding on. Instead they gave me a hotel that was 4.2 stars, not the 4.5 stars they mislead me to believe I was purchasing.
Final Business Response /* (4000, 9, 2015/09/13) */
September 13, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with the Rosen Plaza Hotel. We understand that you disagree with the star-rating for this hotel. We regret any concern this [redacted] have caused.

Per our records, this reservation was selected and booked with a 4-star rating. As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreased. Given those two factors, Rosen Plaza Hotel is listed as a 4-star hotel on Hotwire.
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals. We do place great value on your feedback. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We appreciate your business and hope to assist you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
False advertising, fraud. This company never once addressed my concerns.

Initial Business Response /* (1000, 6, 2015/07/22) */
July 22, 2015
[redacted]
[redacted] Ave #[redacted]
[redacted] CA 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 car reservation with Alamo for April 6, 2015. We understand that you wanted to book a one way rental and ended up with picking up and dropping off at [redacted] International Airport. We regret any frustration this [redacted] have caused.
Hotwire services two types of car rental reservations: Hotwire Hot Rates and Hotwire Retail Rates. With Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Retail Rates can be cancelled at any time without penalty. Our Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundable. I confirmed the type of rental you booked is a Hotwire Hot Rate.
We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation.
Before a reservation can be completed, we do review the details of the booking. That is the time to check and see if there are any errors, and if so to correct them.
Based upon the previous information, we will not be 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 Consumer Rebuttal /* (3000, 8, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Mr. Ungurean. I completely understand what you are saying. What is being missed here is that there is a technological glitch in your system between Expedia.com and Hotwire.com. I'm not disputing the type of reservation I booked. I'm disputing the misleading way in which Expedia.com and Hotwire.com booked my reservation.
When I booked this reservation, it all began with Expedia.com. I entered the dates on which I needed the car as well as the pick-up and drop-off locations. It was very clear that I wanted to pick up in [redacted], ** and drop off in [redacted], ** when I booked on Expedia.com.
This is the issue...and please read this carefully as no one seems to care. And saying that it's frustrating is a gross understatement:
When I clicked on the Hotwire.com banner on Expedia.com to see if I could get a better rate, Hotwire.com pulled over all of my information including the exact dates and the pick up location from Expedia.com. HOWEVER, it changed my drop-off location from [redacted] to [redacted]. So the dates remained the same when pulled over. And I did see that [redacted] was the pick up location. HOWEVER, I never saw that Hotwire.com erroneously and without my approval changed my drop off location from [redacted], ** to [redacted], **. I did not request that.
The only time I noticed that Hotwire.com had changed my drop off location was when I printed out the confirmation/receipt. At that time, I realized that nowhere did it say that I was dropping off in [redacted] - exactly what I entered on Expedia.com. Why would Hotwire.com pull over the correct dates, but flat out change my drop off location? Perhaps it's a bit harsh to say that's unethical. But it is CERTAINLY a technological glitch on the part of Expedia.com and Hotwire.com. Sister companies. This isn't two separate companies working together. Sister companies.
When I noticed that the error occurred, I immediately called Hotwire's customer service department to explain what happened and to very honestly cancel something that I booked that was erroneously presented to me. (And by "immediately", I mean within 10 minutes. I was told that I could not for the reasons you state above.
Believe me, I truly understand your point of view and the deals you have with rental car companies. But I'm asking you to understand what happened to me in this process. This was not me trying to get out of something I no longer wanted or needed. This was me noticing a technological error between Expedia.com and Hotwire.com and wanting to cancel a reservation that I never intended to book because the Expedia/Hotwire system FLAT OUT CHANGED the drop off location without any notice whatsoever.
Please feel free to try this entire process yourself starting with Expedia and moving to Hotwire. Between the two systems, it changes your destinations. That is incredibly unfair and frankly, under-handed. If Hotwire.com will not issue a refund, and I understand your point of view on why you cannot, I ask at least for a company credit. I'm not trying to take advantage of anyone here. I feel incredibly taken advantage of.
Thank you,
[redacted]
[redacted]
Final Business Response /* (4000, 10, 2015/08/05) */
August 5, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com case#: XXXXXXXX
Itinerary: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your reservation with Alamo to pick up at the [redacted] airport on April 9, 2015 and drop off April 18, 2015. We understand your reservation was booked for the wrong drop off location because of system glitch between Hotwire and Expedia. As a result you will like to get a credit for future travel.
We have reviewed your situation and did replicate the search that you did on Expedia and we were not able to replicate your search results or the system glitch that you claimed. In addition to that, before you confirm any booking at Hotwire we do provide you a trip summary; that is the time to check and see if there are any errors, and if so to correct them.
I saw that you called on April 6, 2015 and spoke to one our agents that offered to rebook you to the correct airport and cancel the booking, but you declined because of the rate.
As you were previously advised, Hotwire obtains their deeply discounted rates by guaranteeing our partners that the reservation will be final. Regardless of whether or not the reservation is used, we are charged by our partner. This reason we have all our hotrates as non-refundable and non-changeable.
This time we were able to talk to our partner (Alamo) and they confirm they won't bill us for this reservation. As a result we will go ahead and process a full refund, in the amount of $305.31, -back to the Visa card ending [redacted].
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 /* (2000, 12, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hotwire.com has indicated that they will refund the money back to me. Assuming this does happen (can take up to two full business cycles) I do consider this resolved.
[redacted]

Initial Business Response /* (1000, 5, 2015/08/27) */
August 27, 2015
[redacted]
[redacted] Road, [redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns, as sent through the...

Revdex.com, regarding your hotel reservation with the Ascott Raffles Place Singapore for August 15, 2015. We understand that you are requesting a full refund for this reservation because you disagree with the hotel star-rating, state that the hotel has only one restaurant on site, the restaurant is unavailable on Sundays, has limited days and hours of house service, and no room cleaning service is provided on Sunday. We regret any frustration this [redacted] have caused.
We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. At Hotwire, we start with Expedia's star rating and based upon reviews from our customer's, after they have completed their stay we [redacted] adjust the star rating. We feel that this property deserves the 5 star rating it currently has.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
We do not confirm that a restaurant or free breakfast were among the listed amenities. As they were not listed, there isn't anything we can do concerning the complaints about those. However, as it has been confirmed that there was no room cleaning on Sunday, we will give you 25 Hot Dollars. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate cars and Hot Rate hotel reservations. Your HotDollars are valid for up to one year, expiring on August 26, 2015.
Based upon the above information, we will not be honoring your request for a refund but have applied a 25 Hot Dollar credit to your account due to the inconvenience of not having a cleaning service on Sunday. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept the USD25 credit, reasons:-
The refund request is due to Hotwire misrepresented this service apartment as a 5-star hotel, which misled my booking. If honest and complete information on this service apartment was presented, we wouldn't have paid USD180 / night for such scope of service.
We do not agree property with the mentioned level of services could be labelled as "5 start", seems to us it's all Hotwire's own feeling, which is subjective and unfair to customers.
The damage we had in the case was not only the unavailability of cleaning service, but taking on a service apartment with limited service as a 5-star hotel, a booking we would not have made if true information was presented.
We requested 70% refund to our payment credit card for compensation.
Final Business Response /* (4000, 9, 2015/09/03) */
September 3, 2015
[redacted]
[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 Ascott Raffle Place Singapore for August 15, 2015. We understand that you still do not agree with the 5 star rating and are requesting a 70% refund as compensation. We regret any frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
We acknowledge that you do not agree the property should have a 5 star rating and that you feel the rating is subjective and unfair.
As there is no national or international standard for hotel rating systems, individual ratings can vary by source. At Hotwire, we start with Expedia's star rating and based on reviews from our customer's, after they have completed their stay we [redacted] adjust the star rating. As such we are confident that this property deserves the 5 star rating it has been given.
We thank you for bringing your concerns about this property to us, and request that you complete the post stay survey you were sent after completing your stay at this property. The information from your survey will be added to the other surveys that have been completed.
We will not be honoring your request for compensation, as we have already provided compensation for this matter, in the amount of $25 Hot Dollars. We regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travels needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, [redacted],
Please understand our complaint in here, the issue is on Hotwire making an untrue presentation - intentionally advertised a serviced apartment with limited service but it as a 5-star hotel.
The case is more on Hotwire's integrity and professionalism in selling.
With no doubt this service apartment cannot be graded as a 5-star hotel given,
(1) It's a service apartment
(2) Limited hours of cleaning service
(3) Limited hours of house-keep service
(4) Extreme limited choice on restaurant facilities
(5) Limited operating days/ hours of restaurants
(6) Lacks greeting /bell-boy service at entrance
(7) Basic (2-star hotel) breakfast setup
Hardly one can claim the property as a 5-star hotel with the above attributes, not to mention an agent in travel / hotel industry.
As a consumer, if the limited service mentioned above was brought into know, we would not have made the booking.
Regards,

September 17, 2016
 
[redacted] 
In response to Revdex.com Complaint ID[redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com...

regarding your reservation with The [redacted] Airport. I understand you are dissatisfied with your hotel booking because the refund we promised was not processed. As such, you requested a refund.
 
Upon reviewing your account, I confirmed that your refund has been issued today. Please note that refunds take one to two business days and is up to your financial institution as to when the funds will be available for use.
 
Our goal is to exceed your expectations; we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/01) */
August 1, 2015
[redacted]
[redacted] Suite [redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the Travelodge Inn and Suites Latham on July 19, 2015 in Latham, New York. We understand that the hotel had a power outage, and you were unable to check in. As such you are seeking a refund for this reservation. We regret any inconvenience this [redacted] have caused.
At Hotwire, we are committed to getting you the best deals possible. Because of the extremely low rates offered by our supplier partners, refunds, exchanges, transfers or changes are not typically available for most reservations. Our partners are able to offer Hotwire these great rates only if customers guarantee that they will use the originally booked reservation. This enables our partners to better manage their unsold inventory. However, we understand that things sometime happen that are out of your control.
Hotwire has verified the hotel was unable to accommodate you for this reservation. We have processed your refund in the amount of $119.07 and it will be credited back to the form of payment used at the time of booking. Please allow seven to 10 business days to process the refund. After the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
We have also credited your account with 50 Hot Dollars, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel.
Hotwire appreciates 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 /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks, Hotwire. Unfortunate that I had to go through the Revdex.com to get a refund, but satisfied with this outcome.

Initial Business Response /* (1000, 8, 2015/05/28) */
[redacted] 28, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire Case O-XXXXX
Dear Revdex.com:
Thank you for taking the time to contact Hotwire regarding an...

issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a vacation package. We understand the customer is requesting a refund for the hotel reservation booked with the package. On [redacted] 25, 2015, we attempted to contact Ms. [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach her.
Our records indicate on [redacted].
On April 17, 2015, Ms. [redacted] contacted our customer service department with a request to cancel the vacation package. The flights were canceled; however, we had to officially notify the hotel of the cancellation. When the customer contacted us again regarding the refund, we were not aware the hotel did not receive our first notification of the cancellation. Upon further research, we have determined it was an internal system error that prevented us from processing the request. We apologize for the inconvenience the customer encountered.
On [redacted] 25, 2015, we contacted the Ixchel Beach Hotel and spoke with the reservations supervisor who provided us with a verbal approval to cancel the reservation. On [redacted] 28, 2015, a refund in the amount of $324.09 was processed back to the original form of payment. The time that it takes for the refund to process depends on how quickly the credit card company processes refunds.
Despite Ms. [redacted]'s recent experience, we value her business. Her comments will be forwarded to the appropriate department to utilize for further training and improvements in our services.
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 3Customer Service
Initial Consumer Rebuttal /* (2000, 11, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received full refund
Thank you!