Sign in

Hotwire

Sharing is caring! Have something to share about Hotwire? Use RevDex to write a review
Reviews Hotwire

Hotwire Reviews (2078)

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]

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

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

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]

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]

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, 2015/09/20) */
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, 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.

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

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, 2015/06/30) */
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, 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

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

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, 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.

April 15, 2016
 
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary 5[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 Innside New York Nomad. I understand your inquiry about the taxes and fees applied to your reservation. You feel that the amount was overcharged. As such, you requested an itemized description of the taxes.
 
I can assure you were not overcharged. Our rates are non-commissionable, meaning hotels do not pay us for bookings; instead we apply our booking fee and state taxes to the rates they offer us.
 
To further clarify, the tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.g. sales and use, occupancy, room tax, excise tax, value added tax, etc) that Hotwire pays to the hotel supplier for taxes due on the hotel's rental rate for the room. The actual tax amounts paid by Hotwire to the hotel supplier may vary from the tax recovery charge amounts, depending upon the rates, taxability, etc. in effect at the time of the actual use of the hotel by the customer. That being stated, we retain service fees as additional compensation in servicing a customer’s travel reservation. Service fees retained by us for our services vary based on the amount and type of hotel reservation.
 
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. In doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price; including the room rate displayed on the site plus tax recovery charges, service fees, and where applicable, taxes on our services.
 
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 Business Response /* (1000, 8, 2015/08/13) */
August 13, 2015
[redacted] Lane
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking at Alamo on July 24, 2015 in Minneapolis/St Paul, Minnesota. We understand that you were unable to pick up your rental car because you are using a debit card for deposit at the agency. As such you are seeking a full refund for this reservation. We regret any frustration this situation [redacted] have caused.
On review of your account information, Hotwire verified the car was not used as booked. Your refund has been approved in the amount of $193.88 and 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 would like to provide you with some information about booking car rental reservations on the Hotwire site. After selecting the pick-up destination, dates, and times for your booking, you are provided a list of car type options and the lowest rates available for the parameters entered. On the left side of the page, you will see a box to "refine your search." If you will be using a debit card for the deposit, please select "Debit/Check Card." The box will expand to allow you to select "I am local." By including this information in your search, your results will be narrowed down to only those agencies able to accept a debit card for deposit from a local renter.
Hotwire partners with Alliance Global Assistance, who provides the third party insurance policies for our customers. Hotwire does not collect the funds for this reservation; therefore you will need to follow up directly with Allianz Global Assistance for any refund due on your insurance policy. They [redacted] be reached at XXX-XXX-XXXX. The policy reference number is: HXXXXXXXX.
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

April 11, 2017
 
[redacted], GA [redacted]
 
In response to Revdex.com Complaint ID [redacted], customer e-mail address [redacted]@gmail.com
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your bookings attempt at Hotwire. I understand you are dissatisfied because of the funds held for the booking that did not go through. As such, you requested a refund.
 
After reviewing your Hotwire account, I confirmed the transaction you mentioned was voided. Unfortunately your transaction fell below our acceptable risk threshold.
 
Any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since these reservations were voided, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies. I recommend contacting your bank for further information.
 
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
 
Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. In addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (415)[redacted].
 
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, 2016/01/04) */
January 4, 2016
[redacted]
[redacted] Ave
[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 Inn of Chicago in Illinois. I understand you are dissatisfied with your reservation, specifically with the condition of the room and the service received from our partner. As such, you are requesting a refund.
We guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review.
Upon investigation, I learned that on December 11, 2015 you contacted our Customer Care Department with the specific details about the condition of your room. Our Travel Specialist tried to assist you by reaching out to the hotel to alert our partner about this, and our specialist was advised that the hotel was willing to honor a cancellation. The cancellation could be processed once you checked out of the room and contacted Customer Care back. To date this has not been completed.
Additionally, I contacted the hotel and talked to [redacted]. I was informed that you were provided alternative rooms as you declined to refund the remaining days of your reservation.
Based on the information above, as our hotel partner offered options to rectify your issue, and as the reservation is non-cancellable and non-refundable in origin, I am unable to honor your request for refund.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Check fields!

Write a review of Hotwire

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Hotwire Rating

Overall satisfaction rating

Address: 17551 15th Ave NE, Seattle, Washington, United States, 98155-3801

Phone:

Show more...

Add contact information for Hotwire

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated