Hotwire

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.

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, 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,

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

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15, 2015
[redacted]

[redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your correspondence...

with Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Hilton London Heathrow Airport. Specifically, you are claiming that we have accepted payment from you but have canceled your reservation. As such, you are requesting that we provide you with a reservation or refund your reservation in full; this would be a total of $413.64. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
While looking into itinerary XXXXXXXXXX it was found that you had also made a reservation in Rome, itinerary number XXXXXXXXXX that you had submitted a Low Price Guarantee request for this booking. After our customer care team reviewed your request we found that the rate found was not for an identical booking as it only had taxes and fees listed for one room, not the four rooms booked with Hotwire. At this point a complaint was submitted to your credit card company and fraud was claimed. As such, for your security your case was passed ** to our Risk Management team and your account will remain unavailable until the investigation is complete.
Based upon the information above, we will decide if compensation is called for after the fraud investigation is complete. We regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response, however, a few of the facts you provided are inaccurate. I booked the hotel for the London Heathrow on March 1st. My booking was then cancelled the same month without notifying me. I, as the account holder, made several attempts to resolve this issue. I then looked at hotels in Rome on March 2, when your website automatically sent a request to book. I did not authorize this. I again made several attempts to resolve this issue with your company. The fraud claim came about because I had a charge on my account that I didn't authorize and was advised to file a claim. I contacted my bank's fraud department that same day (March 2). After hearing back from my bank and finding another hotel for a cheaper price, I filed the refund request on March 3, which was declined. I can provide email documentation if you so require. Your company's fraud department has been investigating this for nearly 5 months now. I would hope that a resolution could be made quickly as I have been very patient in contacting your business and I have still not heard from your fraud department directly. This is the only response I have received in the last 5 months. At this point, the reservations were cancelled, the reservations were never used, and funds have not been returned. Again, please help me understand where the disconnect is in resolving this issue.
Final Business Response /* (4000, 9, 2015/08/06) */
August 6, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking at the Hilton London Heathrow Airport for check-in July 13, and check-out July 14, 2015. We understand that you are looking to get a refund for a reservation that was cancelled and was not used. We apologized for any frustration this situation [redacted] have caused.
Further investigation was completed to find the following:
You made this booking in London Heathrow Airport On March 1, 2015 itinerary number XXXXXXXXXX
You booked another reservation in Rome at the hotel Executive on March 2, 2015 itinerary number XXXXXXXXXX
You contacted us about the reservation in Rome on March 2,2015, asking about the crossed out rates. The agent you spoke with explained how crossed out rates work, as well as sharing with you our Low Price Guarantee
You called back that same day, providing us with a link of the lower rate that you found. Our agent was unable to access the link and advised you to send in a screen shot
The screen shot was received on March 3, 2015
The agent replied that the total amount should be after taxes and fees and amenities were not included. You sent another screen shot that same day and it contained one room and tax, and you were denied the Low Price Guarantee, because you booked four rooms
We received a fraud claim from your financial institution on March 26,2015. It appears that once your Low Price Guarantee request was denied, you claimed the charge as fraudulent
Upon receipt of the fraud claim, our risk management department cancelled your reservation and blocked your account for investigation of the fraud claim
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.
Should our Risk Management team require further information from you, they will be in contact with you. If not, your account will remain deactivated.
All further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX) XXX-XXXX. They do not take inbound calls. You [redacted] leave a message, and if they need additional information from you, they will be in touch with you.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. I believe we are discussing two different transactions with your company. The first transaction is the London Heathrow hotel stay. The facts regarding this transaction are that the hotel was booked on March 1st, your company cancelled the booking on March 30, and I paid for services not rendered. I was not notified of the cancelled booking or the cancelled account. I did not stay at this hotel and I have not received a refund of $436.39 for this transaction.
The second transaction that you are referring to is the Hotel Executive stay. The facts regarding this transaction are as follows:
-My credit card was charged $1,495.00 on March 2 without my authorization.
-I immediately contacted my card company and was advised to report a fraudulent charge. (March 2)
-I also contacted Hotwire to inform them of this problem. Hotwire stated that there was nothing they could do regarding this. (March 2)
-On March 3, I found a cheaper hotel deal and filed a refund request that was denied.
-On March 30, my hotel stay was cancelled without notifying me. I again did not stay at this hotel and have not received a refund for services not rendered.
I can provide email documentation regarding the dates of contact with my credit card fraud department and all Hotwire contact.
I have contacted Hotwire several times over the last 5.5 months and have received less than desirable customer service. I have not once heard from the Hotwire Fraud Department, despite leaving several voicemail messages. The only correspondence I have received regarding these issues is through the Revdex.com. I find this strange and disappointing. I would like to know how the two issues with Hotwire will be resolved, besides waiting for the fraud department.
In regards to cancelling my account, I was not notified in anyway that my hotel stay was cancelled or my account was deactivated. If the fraud department needs to cancel someone's account, they should notify the customer, especially if it is to protect their information, as you have claimed. To my understanding, you closed my account for my protection, but if I was not notified, I don't understand how this is protecting me. I would like to find a more timely solution to the two issues with Hotwire.

Initial Business Response /* (1000, 10, 2015/08/27) */
August 27, 2015
[redacted]
[redacted] Ave XXXXX
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your recent stay at the Laquinta inn & Suites in Elkview WV. We understand you are asking for a refund of $80.00 back to your credit card due to preferring a different booking result. We regret any frustration this situation [redacted] have caused.
We understand you wanted a booking close to the Yeager airport in Charleston WV and were booked in the Elkview area. After researching this issue, we have determined that the hotel is within the mapped area for the Charleston area.
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. Upon reviewing the call, we confirmed a one night reservation with a check in of June 29, 2015 and a check out of June 30, 2015 was requested in the Charleston WV airport area. In addition, we verified the booking agent recapped the booking details and that the Hotel location would be revealed after finalizing the booking.At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based upon the information above, we will not be issuing a refund. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 12, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please note that I called both Hotwire and the hotel to explain that I would not to be honoring the reservation. My fellow peer group, who live full time in that area of WV, warned me not to stay there considering that as a 64yr old woman, arriving alone at 1:00 am after travelling all day from the west coast(over 12 hrs) that it would simply not be close enough to the airport in an area that I am not familiar with when so many more hotels are available close by. These local citizens advised me that it would take close to 45 mins to get there. I chose to trust them over Hotwire; please bare in mind that we had gone through this with them in a pervious car rental debacle that also took us 45 mins from that airport, which means we had to hire a cab at $80.00 one way to get there. Therefore the original complaint fro $80.00. We had to use the refund for Hotdollars only & that is how we got caught again. Please note that during that complaint we were repeatedly told that although we were completely unfamiliar with Fort Lauderdale, that we should have known that we would be that far from the airport. We had innocently requested a car rental service at the airport when we signed up with the Hotwire sponsored car rental. When we arrived at the car rental service, the agreement had been cancelled because we had not arrived within 15 mins of our designated time. Who knew we had to travel 45 mins to get there! We had not been told that in the agreement! They said they had had several Hotwire customers in the same boat all day and often repeated the same problem at their office with Hotwire customers. We had to beg and argue for the car!! I believe that in both cases this is bait and switch tactics and wholly dishonest. Pleaser proceed with my case. I would greatly appreciate it and thank you so much in advance.
Final Business Response /* (4000, 14, 2015/09/01) */
September 1, 2015
[redacted]
[redacted]
Re: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to readdress your concerns and sent through the Revdex.com regarding your booking at the La Quinta Inn & Suites Elkview for check-in June 29, and check-out June 30, 2015. We understand that you did not accept our response regarding the issue; as such you are still requesting a full refund back to your credit card. We regret any frustrations this [redacted] have caused.
At Hotwire we strive for clarity during our booking process that is why we recap the entire booking and make sure you agreed to our terms and condition before confirming the reservation. We have reviewed the call and can confirm no agent error from our part. The CRW airport is in the Charleston mapped area. With our Hot Rates we guarantee the hotel can be anywhere within the map area that you booked, and this hotel is in the mapped area that you were provided. We confirmed that this hotel is 21 minutes from the airport which is 13 miles and we called the hotel and they confirmed that you stayed there.
With the rental car that you booked, it was a standard rate car that was booked by you in Orlando Florida; you booked it for a city location not an airport location. The location information is always provided before confirming the reservation. The standard rates are cancellable any time without a penalty, they are only held for an hour because they are not prepaid, and our rental partners wouldn't want to keep the car for Twenty Four hours and the customers end up not showing up for it. Even though we didn't receive any payment from that rental car, and there was no error on our part, we offered 80 HotDollar credit as goodwill for the inconvenience you had. In addition to that we sent you a check for the difference in rate.
At Hotwire We obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above we won't be honoring your request for a refund.
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
Final Consumer Response /* (4200, 16, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Rebuttal: With regard to the Orlando (correction to Ft. Lauderdale) airport location for the original transaction, which was a car rental, we DID request the airport location and thought we had made that clear!! This is bait and switch and not acceptable. We should have had a refund of monies paid for the taxi, (with complications for dealing with canceled car rental agency and 45 mins time in each direction, not to mention 4-6 holding on hold on the phone in both transactions to work this out freely given by us!) rather than HOtDollars which is restricted in how you can use it and meant we had to deal with more guessing in trying to use it as a consequence. Wholly unjust!! When it was apparent that the hotel in the second transaction was too far away, although I told the phone rep at the start precisely what I needed and why to be clear about my needs, I told her then and there it had to be canceled & she refused. More bait and switch and does not represent honest business practices in either case and is unacceptable.

Initial Business Response /* (1000, 5, 2015/06/30) */
June 30, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

regarding your booking with the staySky Suites-I Drive Orlando. We understand you are unhappy with your booking results. As stated in your letter, you felt mislead by the crossed-out rates provided with the Hot Rate prior to booking, and you found a lower rate for your stay on the hotel's site. As such, you are requesting a full refund. We regret any concern or frustration this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Please allow us to clarify how the savings promoted on our site is determined. At Hotwire, we strive for clarity during the booking process. To ensure this we provide the following disclosure at the bottom of our site:
"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. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
We are confident that Hotwire has the lowest rates available, backed by our Low Price Guarantee. If, within 24 hours of booking, if you find a lower rate for an identical booking on another travel site, we'll pay you the difference between the rates. Hotel rates are dynamic, and can fluctuate greatly based on supply and demand. It is for this reason that our Low Price Guarantee requires that the lower rate be found within 24 hours of booking. As it was more than five weeks after the booking date that this rate was found, it does not qualify for a refund of the difference in rates under our Low Price Guarantee.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above, we will not be issuing a refund. We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel Iike the crossed out rate and the percentage taken off to reflect the "Hotwire" savings is misleading and is poor business practice. This Is still dishonest and reflects that Hotwire uses misleading tactics to draw in consumers. This causes myself and many others to believe that Hotwire is being honest and offering reduced prices when in fact, sometimes your prices only reflect "average" rate reductions. I feel that this unfair and I will continue to spread the word of this unfair practice until something is changed.
Final Business Response /* (4000, 9, 2015/07/15) */
July 15, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the staySky Suites-I Drive Orlando. We understand you feel that our crossed-out rates and percentage of savings listed are misleading. We regret any continued dissatisfaction or frustration this [redacted] have caused.
We remain confident our business model is meeting the needs of our customers, and our company'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.
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, 2015/09/17) */
September 17, 2015
[redacted] Way
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your reservation with Alamo, originally scheduled for pick-up at the Orlando International Airport (MCO) on August 25, 2015. We understand that you were unable to use the reservation for medical reasons, and as such you are seeking a full refund. We regret any frustration this issue [redacted] have caused.
We have received the documents requested to support your medical claim, and they were determined to be valid. A full refund of $169.17 was processed to the card that was used to book the reservation on September 17, 2015. Please allow one to two business days for the funds to transfer to your financial institution. Please contact your financial institution as to when these funds will appear on your statement.
We appreciate your business and hope we have the opportunity to assist you with your travel needs in the near future. 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, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the refund and am satisfied with Hotwire's handling of this matter.

Initial Business Response /* (1000, 5, 2015/08/27) */
August 27, 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 booking with Sofitel New York on August 26, 2015 in New York, New York. We understand that you would have preferred a different location for this reservation, and believe the agent booked it in the wrong area. You are seeking to cancel this reservation for a refund. We regret any frustration caused by this situation.
During your Hot Rate(r) Hotel search, we provide you with as much information up front as possible to assist you in choosing a hotel without revealing the hotel's exact name. By revealing the hotel name and street address after you confirm your reservation, our partners are assured their anonymity, and you are guaranteed the lowest rates available. To assist you selecting a Hot Rate(r) Hotel, our agent provided you with the potential distance of your reservation from a specific address. The agent explained with our Hot Rate (r) bookings the hotel's name and address are not shown until after the reservation is completed. You were provided with an estimate of how far the hotel could be from your event destination. When asked if the hotel was near a metro station, our agent advised he did not know the area, and could not guarantee it was right next to one. After booking, the agent confirmed there is a station located about one half mile from the hotel.
At Hotwire, we obtain the deeply discounted Hot Rates in exchange for guaranteed payment to our partners, whether the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you were read the Terms of Use, which in part state:
All bookings are final. No refunds, changes or transfers.
It was acknowledged that you understood and accepted those conditions.
We would like to clarify how the star-ratings are assigned. Please understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by source. Our customers play a very large part of the star-rating determination. To determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customers. Our customers provide Hotwire with over half a million hotel reviews every year. If the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the rating. If a large percentage of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's rating. We assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis. Given these factors, Sofitel New York is listed as a 5-star hotel on Hotwire.
We promise that no matter where you book, you can expect a clean and private room in working order when you check in to a hotel booked with Hotwire.
In the future if you need a specific location, we offer hotels that that display the name and address of the hotel before booking by searching on the Hotel tab on Hotwire. This type of reservation is best used by those who wish to choose a specific location.
Based on the above we will not be providing compensation as requested.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Hotwire's response because I had no way of knowing prior to booking that the star rating was not accurate and that Hotwire has its own rating system. In legal terms this means that we did not have a mutual understanding of the specifics terms of the contract at the time of agreement. I found this out after booking when I questioned the agent concerning the hotel not being a 5 star hotel since I was familiar with that brand. Explaining to me the rating system after I booked the hotel (when I cannot change the reservation) is not acceptable since when I agreed to the price, I was expecting a 5 star hotel according to the normal hotel rating system which has this hotel rated as a 4 star not a 5 star. I specifically asked the agent about the types of hotels I could expect and he indicated what brands it would be comparable to which were all 5 star rating hotel based on hotel ratings not Hotwire ratings. On the 10th, I immediately put in a complaint concerning the rating system since I was not aware of the special rating system used by hotwire until after the purchased. Hotwire did not respond to this complaint until after 6 pm on August 26, 2015, making it impossible for me to keep this booking since we had not reached a mutual agreement prior to the reservation time. This type of customer service is unacceptable and if not resolved, I plan to that further legal actions because misrepresenting the facts is not how a corporation as big as hotwire should treat their customers. The majority of the time, I never care about the star rating system but since I was planning an 40th birthday celebration for my friend, it mattered enough for me to inquiry about it to the agent who never explained to me prior to booking that Hotwire has its own rating system that relies on Expedia star rating rather than the acceptable hotel star rating system and the Hotel's rating system. At no time prior to the booking did I think I would be getting a 4 star hotel as rated by the Hotel itself instead of a 5 star hotel as rated by Hotwire.
Sincerely,
[redacted]

Final Business Response /* (4000, 9, 2015/09/02) */
September 2, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking Sofitel New York on August 26, 2015 in New York, New York. We understand that you disagreed with the star rating, and did not use the room as booked. You are seeking a full refund for this reservation. We regret any inconvenience this situation [redacted] have caused.
Currently there is no standardized star-rating that all the travel sites follow. Hotwire stands behind the method used to calculate our star ratings, and we do not find any discrepancy in rating the Sofitel New York as a five star property.
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, 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 and for this reason we are unable to refund Hot Rate reservations. In order to complete the booking, you did audibly acknowledge and accept that you had been read, understood and accepted those conditions.
In consideration of the above information, we are not able to honor your request for a refund.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at XXX-XXX-XXXX.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
I take offense with the word situation, I feel like your company defrauded me and probably many other customers with your rating system. At the time of booking, your agent never mentioned to me that Hotwire has a special booking scheme that might not be the same rating as the hotel or another company. If you listened to the recording, you will hear me ask him a question about the star rating and he assured me that I would be getting a five star hotel. If I would have known that the five star rating that your company uses is not the same rating as the hotel industry, then I would not have made that booking. I questioned him immediately once I saw the name of the hotel because I knew that hotel is not a five star hotel. That is when he explained your complicated rating to me. At that time, I immediately requested a refund because I felt like the information of how your company does your ratings should have been expressed to me when I questioned him about the star rating and I could have made an informed decision to continue knowing your system of rating hotels but since he withheld that information, I did not have a chance to make an informed decision and because of your rules for hot rates, he refused to refund my money.
Now, in order to have a valid contract, which this transaction is considered as legally, both parties must agree on the terms of the agreement. Since I was unaware of specific critical information at the time of the reservation, there was no way for me to agree to your system. Also, I immediately, challenged the rating system and requested a refund once your agent told me how it works after the reservation. On the 10th I but in a formal complaint to your company which assured me that they would review the recording and respond to me within 3 to five business days. I did not receive a call from your agent until after 6pm on August 26, 2015. The key legal issue here is that at the time of the contract (reservation) we were not in agreement with all the terms of the agreement, therefore based on this I have requested a full refund and that your company ensures that all customers understand the rating system before they agree to reservations.
Also, I will not be contacting your customer service since your company cannot honor your word and will intentionally delay responding like they did with me. It is no way your company did not have time to adequately respond to my inquiry in a timely manner and to await until the evening of the reservation speaks loudly to me as a customer as how you value our complaints.
If you would like to discuss this matter with me further feel free to contact me at XXX-XXX-XXXX.
Sincerely,
[redacted] P. [redacted]

April 11, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: O-[redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted]. We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Mr. [redacted] complaint (Revdex.com case number [redacted]) regarding airline instituted flight schedule changes, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr. [redacted] request of a refund or changes without charge.
 
As fully explained, the changes made to Mr. [redacted] itinerary are all at the direction of the airline.  Expedia never makes arbitrary changes to a customer’s flights.  Only the airlines determines what consititutes “major schedule changes”  which require customer acceptance or flight cancellation.
 
We apologize to the customer for the inconvenience this situation has caused.   Mr. [redacted] is welcome to contact one of our customer service agents if he would like to explore what other flight options might be available, however the airline will determine any charges associated with change options.  Hotwire had no control of the airlines rules or charges.  
 
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case. 
 
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
[redacted]
 
Tier 3 – Customer Service
Expedia, Inc.

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

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

July 25, 2017
 
[redacted]
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate®...

hotel reservation with [redacted] Inn and Suites Pensacola. I understand you are dissatisfied with your booking. As indicated in your letter, you feel that the star rating of the hotel is misrepresented. As such, you requested a refund.
 
Our records indicate that you booked 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.
 
Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we use Expedia’s rating system and only downgrade based on customer feedback.
Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help. Because a contact was not made during your stay, our options now are very limited.
 
At this time, 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 Escalations

June 7, 2017   [redacted], NC [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 hotel reservation with [redacted] Express Inn Athens. Thank you for getting back to us with the requested documentation.   While I understand you feel that this was poorly handled, I can assure you, this could have been resolved if only we received these documents at the first time you sent it.   Moving forward, we refunded the full amount of your reservation to your account today. Please be advised, refund takes one to two business days and is up to your financial institution as to when the funds will be available for use which typically takes five to seven business days.   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, 2015/09/03) */
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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

April 14, 2016
[redacted].
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itineraries [redacted] and [redacted]
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your...

reservation with Hertz. I understand you are dissatisfied with your recent Hot Rate® car reservation, as you have two bookings for the same dates. As such, you are requesting a full refund and a car reservation for free.
After careful review, I confirmed your [redacted]l booking that was reserved in your end was made on January 16, 2016 under [redacted]. Then on March 1, 2016, you contacted our Customer Care Department and booked a car reservation for the same dates. We reviewed the call you had with the Travel Specialist who assisted you and we found no error was made, as a possibility of having an existing reservation was never mentioned in the conversation.
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 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 or by authorizing the Travel Specialist to complete the booking you are accepting the Terms of Use.
Based on the information above, I am unable to honor your request for refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care RelationsHotwire Corporate Office

Complaint: [redacted]I am rejecting this response because: Please disregard the previous message. My email on the reservation is [redacted] name is [redacted], itenirary number [redacted].Sincerely,[redacted]

April 19, 2017Revdex.comHotwireComplaint DepartmentRe: Expedia Case #:  O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Hotwire.com 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.Hotwire.com is responding to the consumer complaint from Ms[redacted] (Revdex.com case number [redacted]) regarding a flight refund request due to airline schedule changes.Our records show that on February 10, 2017 Ms [redacted] accessed Hotwire.com and booked flights for four passengers aboard Insel Air departing May 25, 2017 from Florida to Cuaracao returning May 29, 2017.  Regrettably, Insel Air has cancelled this route and has notified Hotwire that they will be refunding for cancelled 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, Hotwire serves only as a third party booking intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Hotwire 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.As Insel Airline is the merchant of record, and the party that billed Ms. [redacted]’s credit card, the refund must be processed by Insel Air.  Airlines typically refund within three billing cycles, which is standard across the airline industry, and outside of Hotwire’s control.  Hotwire Terms of Use, agreed to by customer’s who choose to book on our website states in part:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Hotwire Companies or the Hotwire Affiliates. The Hotwire Companies and the Hotwire Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting therefrom. The Hotwire Companies and the Hotwire Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.The travel insurance policy purchased with this itinerary is provided by AON Affinity and states the pre-trip interruption coverage will refund for any non-refundable charges incurred, within the terms of the policy contract.  As Insel is providing a full refund, there is no non-refundable loss that AON would cover.  Hotwire regrets the inconvenience this matter has caused Ms. [redacted] and her family.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

April 18, 2016
[redacted]
[redacted]
[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 previous car rental reservation with Enterprise at [redacted] International Airport. I regret you remain dissatisfied with our response as you still have not received the refund initiated in August.
As previously mentioned, we confirmed that the refund amounting to 368.14 CAD was successfully processed on January 13, 2016. Please contact 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 RelationsHotwire Corporate Office