Hotwire

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

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, 6, 2015/11/09) */
November 9, 2015
[redacted]
XXXXX XX Ave
[redacted]
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

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

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

Revdex.com, regarding your hotel reservation with Quality Resort Chateau Canmore for August 9, 2015. We understand that you are requesting a refund due to the booking showing a 100% recommendation score and after further research, after completing the booking, you found negative reviews for the hotel on other websites. We regret any frustration this [redacted] have caused.
After some further research into this situation, we see that you have already been refunded for this reservation. A refund typically takes 1-2 business days to get back to your financial institution. After that it is up to your financial institution as to when the funds will be available.
We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually the refund was only processed because of the fact that Hotwire overbooked this hotel and took my money anyway. The hotel had no rooms available at the time we arrived and notified us that this is a common practice with Hotwire. Not only did you use false advertising when showing this hotel as a 3 star (which it isn't), and 100% recommendation (It's not either). You advertised this hotel as having availability which it obviously didn't and it sounds like this wasn't the first time either.
I will make sure to leave as many compaints online until you change your business practices. I have read all the complaints agaisnt hotwire online and it sounds like this is normal operating procedure for you now. Terrible. You should know better, in this day of social media and online reviews, word gets out fast.
The money has been refunded by Hotwire after hours of being on hold. You will never see me as a customer again, unless you completely do an about face.
Final Business Response /* (4000, 9, 2015/08/21) */
August 21, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Quality Resort Chateau Canmore on August 9, 2015 in Canmore, Alberta. We understand that when you arrived at the hotel they could not find your Hotwire reservation. You chose to find an alternate hotel for your stay. We regret any frustration caused by this situation.
We do apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally.
Please understand that hotel overbooking does occur occasionally in the hotel industry. In such situations, hotels do their best to accommodate customers at equivalent properties during oversold dates. We recognize that this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In this instance, the hotel did not offer alternate accommodations for your stay.
Had you contacted Hotwire at the time this happened, we would have had the option to rebook a new hotel at no extra cost to you. Because we were not told of the situation until after the check in date had passed, you did receive a full refund for this booking.
Hotwire stands behind our star rating for this property, based on reviews of Hotwire customers who have previously stayed at this property. We do take customer feedback very seriously, and appreciate the time you took to notify us with your concerns.
If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 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]

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

March 30, 2016[redacted] Road[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(r) hotel reservation with...

[redacted]. I understand you are dissatisfied with your booking because you feel that the property is not comparable to the examples listed online, as these hotels offer parking. As such you requested a refund.We strive for clarity during the booking process. After searching for a hotel on our site, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each property. Customers are able to choose the place they want to stay based on amenities that best suit their needs. Hotwire takes pride in providing our customers with a functional site with multiple features to help choose a hotel best for them. Therefore, we provide a feature during the booking path allowing customers to filter their search results by amenity. For example; if a customer selects "Free Parking", our site will then refresh displaying only properties including our "Free Parking" amenity. Upon looking into your reservation, I confirmed that "Free Parking" is not listed as one of the amenities in the booking you chose. 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 hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate(r) reservations.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.Based on the information above, I am unable to honor your refund request.We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

March 16, 2017
 
[redacted], NY [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 Alamo. I understand you are dissatisfied as your reservation was booked with the wrong name, and unhappy with the rebook option as the rates are higher. As such, you requested to modify the name on the reservation.
 
Our records indicate that you booked Hot Rate® car reservation. In Hot Rate® car bookings, the pick-up location, car size, and the price of the car are revealed to the customer, but the specific rental agency is not revealed until after the booking is completed. Through this method, Hotwire is able to offer deeply discounted rates to our customers. However, in exchange we guarantee to the car rental companies with which we do business that the reservations will be used as booked. As such, Hot Rate® car bookings are final and cannot be cancelled, refunded, changed, exchanged, or transferred.
 
At Hotwire, we strive for clarity on our Web site. We make sure to point out booking details such as reservation dates, times, location(s), names along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. Upon review, we did not find any instance that Hotwire changed your reservation.
 
In addition, an email confirmation of your booking is sent to your email address after the booking is completed. This is another for a customer to review the details of his reservation. Upon checking, the first contact we received was on March 11, 2017, three days after you transaction and a day before your pick-up. This is a great factor that causes the increase in rates as rates are mostly higher when you are close to your reservation dates.
 
While the rates for the new reservation are higher, we obtain deeply discounted rates in exchange for guaranteed reservations. Our rates our backed up by Low Price Guarantee, where if you find an identical booking from another website, we will pay the difference.
 
Based on the information above, we are unable to honor your billing adjustment request.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

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, 2015/06/22) */
June 22, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX

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

hotel booking attempt. We understand that you are dissatisfied with your recent booking experience with Hotwire customer service, specifically that funds are being held on a failed booking. We regret any concern this [redacted] have caused.

We were unable to locate your booking attempt using the information provided in your letter. We do not see any recent searched or booking attempts on your account associated with the email address [redacted]@gmail.com. In order to address your concern, please provide us with the email address or phone number used at the time the attempt was made. Once we have the above requested information, we will be able to review your account and address the issue you have outlined in your Revdex.com letter.
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 Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This information is not regarding that specific account. I lost the password ** that account and had to open a new account because I also lost access to the email account. I did;t have time to on that day to sort everything out therefore I created a new account with my alternate email address ( [redacted]@yahoo.com). I received a response from Hotwire regarding the closing of my account and they never explained why my account need to be close and only stated that they have the right to close an account at anytime for any reason. I had to go through my bank to dispute the transition, in order to receive my funds back. This rule is discriminatory, and unjust. It is in my best interest to seek legal action.
Final Business Response /* (4000, 9, 2015/07/16) */
July 16, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX

Dear Ms. [redacted],
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your account being blocked by our Risk Management team. We regret any concern or inconvenience this has caused.
Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any details. We apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's security. As this case is still under investigation, I can provide you with no compensation or further information at this time.
We hope this helps to clarify that this was a security measure taken to help protect our customer's information. We appreciate your business and look forward to assisting you in your future travels.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/09/20) */
September 17, 2015
[redacted] C [redacted]
[redacted] S [redacted] Street
[redacted]
Re: Revdex.com Case # XXXXXXXX

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

wish to be unsubscribed from our marketing emails. We understand that you no longer wish to receive marketing emails from Hotwire, and have had difficulty unsubscribing. We regret any frustration or inconvenience this [redacted] have caused.
We are able to confirm that the email address [redacted]@comcast.net has been removed from the subscriber email list per your request.
Please feel free to log into your account to verify the radial button does not have a check mark in it. If it does or if you continue to receive emails from us please call customer service at 1-866-HOTWIRE (XXX-XXXX) so they can file a request to further look into this issue. We are available 24 hours a day, seven days a week to assist you.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

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

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2, 2016
[redacted]
[redacted] St
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your reservation with Trade Winds Inn Clinton. I understand your dissatisfaction stems over the quality of your recent hotel booking. As such, you requested a refund or a credit for the time you spent on dealing with Hotwire.
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 at X (XXX) XXX XXXX for further review.
Upon reviewing your account, I confirmed a contact was made to Hotwire on January 10, 2016 to share your concerns. Our travel specialist contacted the hotel's front desk who stated they will provide an alternate room. I learned you did not accept the room as you feel it would have the same issue. As a result, we provided 25 HotDollars for the experience.
After further investigation, we have decided to remove the 25 Hotdollars we applied. Instead, we have issued a full refund of your reservation amounting to $37.28. Refunds typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use.
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, 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]

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, 2015/11/17) */
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, 2015/10/28) */
October 28, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns...

with Hotwire as sent through the Revdex.com, regarding your booking with the MCM Elegante - Colorado Springs. I understand you are dissatisfied with your recent Hotwire booking because of the fact there's a kitchenette due to safety concern.

At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate hotels. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings [redacted] not always meet the needs of every traveller.
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.
Upon reviewing your reservation, I confirmed Free parking, Free breakfast, Free Internet and Kitchenette were available amenities listed at the time you booked.

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 Beachfront Property or Oceanfront Property.
As I carefully check on your account, it seems that the hotel authorized a refund for 1 night of your reservation. The refund typically takes 1-2 business days for the funds to return to your financial institution. It is 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, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
I am dissatisfied with the 'resolution', and I absolutely refuse to speak to your outsourced customer service. Due to Revdex.com's limitations on word count, you only received half the the complaint- I have a thorough letter written in detail. I fully understand your company's policies, and yes- I was refunded for the 2nd night. However, I am seeking a refund for the first night- because for the 60 minutes that we were at the hotel until we checked out- we spent arguing with your customer service.
I would have assumed that if escalated to the Revdex.com, I would have gotten more than a simple reply on their website- perhaps a phone call, or even a letter. It seems that the organization has some improvements that need to be made with customer interactions.
There is still a $84.98 charge on my credit card for the 1st night, which we did not use. I will gladly lift the complaint if this is refunded in full. I would like to avoid further action being taken due to Hotwire's inability to differentiate an extended stay hotel from a regular hotel- particularly when a child's safety [redacted] be put at risk due to amenities that are typically not included in a regular hotel room.
I will be more than happy to send you, in detail, full documentation as to my experience with Hotwire and its poor management team. You are also more than welcome to review every call in regards to my account so that you can further coach your employees on courtesy, empathy, and not hanging up on clients.
I would also prefer an interaction with you, or anyone within the upper-management team via a telephone conversation- not a simple reply on the Revdex.com website in attempts to not sully the company's reputation.
Being that public information cannot be disclosed as per Revdex.com guidelines, I am sure you have my contact information on file. If not, please inform me via this response.
Best regards,
[redacted] A. [redacted]

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!

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