Hotwire

May 31, 2017   [redacted]   In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]   Dear [redacted],   Thank you for the opportunity to address your concerns as sent through the Revdex.com...

regarding your reservation with [redacted]. I understand you are dissatisfied for not being able to receive a refund for your reservation after you sent your proof of documentation.   After careful consideration, I honored your full refund in the amount of $89.68. Please note, refunds take one to two business days for Hotwire to process and is up to your financial institution as to when the funds will be available for use which typically takes five to seven days.   We appreciate your business and look forward to serve your travel needs in the near future.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16, 2015
[redacted]
[redacted] East [redacted] Street **
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with Alamo, scheduled for pick-up at the Charleston International Airport. We understand that this reservation was booked for the wrong dates. As such you are seeking a full refund. We regret any inconvenience this [redacted] have caused.
We have confirmed that the reservation was booked by yourself online on July 2, 2015. There is no evidence of any system errors at the time the reservation was made, and upon completion of the booking, a confirmation email was sent to your [redacted]@mac.com email address. This confirmation listed all the details of your reservation, including the dates. Had we been notified at that time that the reservation was booked with the wrong dates, we [redacted] have been able to assist with the correction. However, as we were not contacted until after your car reservation was actually needed, our options are severely limited.
We obtain deeply discounted Hot Rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we guarantee payment to the agency.
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
In consideration of the information provided above, we are not able to refund your Hot Rate reservation as requested.
We appreciate your business and hope to assist you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 10, 2015/06/29) */
June 29, 2015
[redacted]
[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...

booking with the Hotel de Castillion in Bruges, Belgium. We understand that you were unhappy with your stay, as you were assigned a "small room," and the room did not meet your expectations for a 4-star hotel. We regret any discomfort or inconvenience this [redacted] have caused.
At Hotwire, we do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodated. Our partners will do their best to make your stay as comfortable as possible. If there is an issue on arrival, we ask that you call us immediately, so we can work with the hotel on your behalf to meet your needs.
Though we regret that you were unhappy with your stay, our options to assist you are severely limited by the fact that it was after the reservation was complete that you contacted. However, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations.
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, 12, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There were two logic issues with the response from Hotwire.
The first is centered around this statement: "At Hotwire, we do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodated." I paid Hotwire for a 4-Star hotel room & expected to receive a 4-Star hotel room. If a hotel offers both 2-Star and 4-Star rooms, it is Hotwire's responsibility to make sure that its customers aren't duped.
The second is, "If there is an issue on arrival, we ask that you call us immediately, so we can work with the hotel on your behalf to meet your needs." Where in my paperwork was that mentioned? And again, when in a foreign country, how can Hotwire assume that it's easy to get in touch with them?
Final Business Response /* (4000, 14, 2015/07/12) */
July 12, 2015
[redacted]
[redacted]
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 Hotel de Castillion in Bruges, Belgium. We understand that you feel you were placed in a 2-star room at this 4-star hotel. We regret any continued frustration this [redacted] have caused.
Though the rooms Hotel de Castillion [redacted] vary in size, they all carry the same star-rating of 4-stars for the property; we do not differentiate star ratings for room size options.
With regard to the difficulty in reaching Hotwire while overseas, we would like to inform you of our "Contact Us" link on the Hotwire site. This brings up contact options which include several numbers to call when outside the United States, including toll-free, or "Free phone" numbers.
We would like to apologize again on behalf of our Hotel Partner as the condition of the property or room did not meet your expectations.
We regret the discomfort and inconvenience this situation caused and appreciate that you took time to express your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

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]

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. However, the business was extremely difficult to work with and held up this refund for over two months. They continually gave differing information to me and their staff and management was patronizing and condescending in handling this matter with a consumer. A reservation was booked without my consent, yet their response was simply to state that the booking was clearly stated as non refundable. I did not book the reservation, therefore I never consented to the terms and conditions. They showed an utter lack of understanding. Furthermore their policy of sending personal information as documentation is invasive of personal privacy. The parents of the child who booked the reservation were uncomfortable with providing highly sensitive personal information across the internet to a generic customer service email. I would advise others that hotwire is extremely unprofessional and lacking in any element of customer service.Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/07/30) */
July 30, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXXX
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. Hotwire.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on June 20, 2015, Ms. [redacted] booked two flights via our Hotels.com. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Hotels.com, without the assistance of a Hotwire representative.
According to Mrs. [redacted], she booked the flights for travel June28, 2015, through July 5, 2015, but a glitch on the website caused her departure date to be the same as the return date.
Mrs. [redacted] stated that when she arrived at the airport on July 5, 2015, for her flight and was informed that she had missed the flight which was scheduled for June 28, 2015. In order to adjust her itinerary Mrs. [redacted] was charged $615.40 by the airline. She is now requesting that Hotwire reimburse her.
Mrs. [redacted] states that she contacted Hotwire on July 5, 2015 but, representatives refused to assist her with a new flight or refund. After reviewing the itinerary, we discovered that Mrs. [redacted] booked the itinerary with no agent assistance. We contacted the airline on her behalf and were advised that there was no ticket value because of the no-show. We were unable to confirm her suggestion that a website error occurred and affected the date if her flight. As no errors were made by Hotwire we are unable to honor Mrs. [redacted]'s refund request.
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
Initial Consumer Rebuttal /* (3000, 10, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire website glitch caused a different flight to be selected than the one typed in. Hotwire never sent a confirmation email when the ticket was purchased so the computer error could never be detected prior to loss of the flight date.
Hotwire's reply is a classic representation of the problem. They make mistakes and cost customers tripled fees, then refuse to rectify the problem. I will never book with Hotwire again and will inform others to do the same. Be wary of booking a flight with Hotwire.
Final Business Response /* (4000, 13, 2015/08/07) */
August 7, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response.
We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. Unfortunately, we feel that no compensation is due on this occasion.
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
Final Consumer Response /* (4200, 15, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The flight reservation was made thru Hotwire.com. There was only a departure date selected for July 5, 2015. There was no arrival flight. A computer glitch at Hotwire resulted in a June 28 departure date being recorded when July 5 was selected. Hotwire.com sent no confirmation email of my purchased flight. The Hotwire.com computer glitch resulted in an additional $615.40 in charges. I had to pay double charges in order to depart on my selected flight.
Hotwire.com refused to in any way refund the additional charges caused by their website issues. Hotwire.com could not even properly research the flight purchase.
I was a loyal Hotwire.com customer. I am no longer. Hotwire.com has greatly changed,they are no longer are able to provide quality service or even customer service. I have learned to never book thru Hotwire.com for any flight. It was an expensive lesson. Beware booking with Hotwire !
Sincerely,

July 15, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted]
 
Dear [redacted]e,
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding...

your reservation with Secrets St. James Montego Bay - Luxury All Inclusive. We understand you are dissatisfied as the condition of the hotel room fell below your expectations.
 
We appreciate your patience regarding this matter. We are in the process of reaching out to the hotel to verify your concerns.
 
I can assure you, we are taking this seriously and looking into this further. Kindly allow us more time and we will be the one to contact you once we have an information to share.
 
Again, thanks for your patience. 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, 2015/09/02) */
September 2, 2015
[redacted]
[redacted] W [redacted] Avenue
[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 booking with TraveLodge Oceanside, CA on August 28, 2015. We understand that you were unhappy with the booking result because you believe the star rating was incorrect. You are seeking to cancel this reservation for a refund. We regret any inconvenience this situation [redacted] have caused.
We acknowledge that there are many travel websites out there, and that not all of them agree with the star rating for this property. However, there is no standardized star-rating system nationally or internationally. As such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stay. We checked a few other travel websites, and see that Expedia, Hotels.com and Tripadvisor all have this hotel as a 2.5 star. We are confident that our star rating for the TraveLodge Oceanside, CA.
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.
As an experienced user of Hotwire, you understand 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 rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
Based upon the above information, we will not be honoring your request for to change this reservation or offer a refund for this booking.
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-
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sticking with your partners again. Trip Advisor is not the hotel mesiah. Furthermore, there are numerous complaints and photos on Trip Advisor of your so called Partner which you stand by. Maybe you should actually read what your customers are saying insted.of relying on your partners. Lastly. Travelodge via other Google sites is a 1 star. Saying Regardless of star is.not applicable because your ad said, I was paying for a 2.5 hotel not a 1 star so even.if it was clean, which clearly it is invested with bed bugs it is not, I did not pay for a 1 star therefore you lied with your ad and did not give me what I paid for. Therefore you fraudulantly took my hard earned money.
Again, Travlodge is a motel, a motel is not a 2.5 hotel, or even a hotel, that is why it is called a motel.
That is why you have the same numerous complaints on your Facebook and Twitter page about the same scams you do to other customers. Sticking with your partners will not help.you in the end as your customers make you have a business.
Final Business Response /* (4000, 10, 2015/09/07) */
September 7, 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 TraveLodge Oceanside, CA. We understand that you disagree with the 2.5-star rating for this property, and that you feel a motel should not be listed with a 2.5-star rating. We regret any concern this [redacted] have caused.
We acknowledge that you do not agree the property should have a 2.5 star rating and that you would have preferred a hotel rather than a motel. 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 and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We encourage you to 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 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 XXX-XXX-XXXX.
Sincerely,
[redacted]
Hotwire Corporate Customer relations
Final Consumer Response /* (4200, 12, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you would read my initial complaint I never stayed at the property because it was invested with bed bugs, so it is like I gave you $144 for free.
Again it is a fact that Travelodge is a motel which could never be a 2.5 star hotel. It is not an opinion. Another fact is you listed 2.5 hotel for the deal and not a motel. That is like Macy's advertising Chanel shoes and you end up getting XOXO brand. You cannot do that to people.
I already called the number and just received the same excuse that Hotwire sticks with their partners and not their customers. Already acknowledged in Hotwire email that I never stayed at the property. Already complained to Twitter and Facebook with the same responses. If you acknowledged customer feedback this company would not have so many complaints.

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX

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

understand you were unable to complete a specific booking on the Hotwire site, and you were not able to speak with a supervisor when you asked to do so. We regret any frustration this [redacted] have caused.
On review of your account, we see there were eight attempts to book a reservation in Atlantic City for check-in on June 30, 2015, between 9:03 a.m. PST and 10:10 a.m. PST on June 30, 2015. The bookings were not completed, as it appears the hotel was updating their availability during that time. Our hotel partners have the option of removing or adding rooms to Hotwire inventory as needed. The booking options would still show as available until the inventory update was complete, and any attempts to book that room would generate an error. We regret that the specific deal you were trying to book was not available for you.
Though it appears there was not a supervisor available to speak with you immediately when you called in, we can assure you that had you been able to, a supervisor would not have been able to force the booking through the system or adjust rates for you to match the rates you found. Regardless of whether you are booking online, with an agent over the phone, or speaking with a supervisor, we are not able to adjust rates to match another offering, or complete a booking for a room that is no longer available.
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 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 Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sound to me like bait and switch, something the Revdex.com should not be endorsing.
That inventory was available for at least an hour, probably longer at that advertised price. Without any mechanism to alert a consumer through your website that the offer was no longer available, the offer should not even be able to proceed to the checkout stage. You fail at that point in the transaction, along with the CSR's unwillingness or instruction not to provide a supervisor to speak with. I am unconvinced that you took my complaint seriously and will not offer improvements in the future so that others [redacted] not encounter the same exact problems. Laying it off on an "update" by the hotel is just blaming someone else for your mistakes. Something the Revdex.com should look at as well.
Final Business Response /* (4000, 9, 2015/07/26) */
July 26, 2015
[redacted]
XXXXX [redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Dear [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your attempted Hot Rate Hotel reservation. Specifically, you state that you were unable to book the reservation that you wanted; as such, you are requesting that the Revdex.com review or remove our accreditation. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
One of the reasons we are able to secure our deeply discounted rates is by providing our hotel partners the ability to keep full control over their availability. This means that the hotel can always list the most up to date deal, it also means that occasionally a deal that you had seen earlier will no longer be available.
Please understand that you have not been billed for any of your attempted reservations. We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Final Consumer Response /* (4200, 11, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) why is a deal that is no longer being offered available for over an hour on your website? Answer= bait and switch. A deceptive trade practice that the Revdex.com should not give their accreditation to.
2) why are your CSR people trained not to escalate service calls to a supervisor who can. A) offer a deal similar to the bait b) explain your policy about not being able to do such a thing c) remove such listing from your website.
3) [redacted], as you should know, I cancellled my account and will never do business with your company again. When you look forward to seeing my travel needs in the future, don't look to hard, you'll ruin your vision.
Thx,
[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]

October 4, 2017
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Hotwire Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Hotwire, Inc. regarding an issue from our customer. ...

We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Hotwire, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Hotwire, Inc. is responding to the consumer complaint from Ms. [redacted] (Revdex.com case number [redacted]) regarding a Best Price Guarantee refund request.
 
Our records reflect on September 18, 2017 the customer accessed Hotwire.com and self-booked package itinerary #[redacted] for a round trip flight departing September 22, 2017 from New Your, NY to Tampa, FL returning on September 24, 2017 and a stay at the Courtyard Sarasota University Park Hotel in Sarasota, FL for corresponding dates.  The customer called a Hotwire agent on September 19, 2017 requesting a Best Price Guarantee be processed over the phone.  The agent provided information to the customer and the customer sent an email with a screen shot.  The customer was advised by return email that the request had not provided all the required information and was therefore denied. 
 
Our Hotwire Best Price Guarantee Terms and Conditions are provided in full on our website and available for review at this web address:
[redacted]
In part the terms state:
     See if you qualify:
Did you book within 24 hours?
Are travel dates the same?
Is the site where you found the lower price in English?
Is the lower price in U.S. dollars? Is the hotel, room type and rate plan and cancellation policy the same?
Does the airline, cabin class, booking code and cancellation policy match?
Does each part of your package match? 
If everything matches click on the claim submission link below to submit your Low Price Guarantee claim for your Hotwire Vacation or published rate hotel booking.[redacted]
As the customer was notified, part of the required information she must provide is the cancellation policy, along with all information to show the comparison is “apples to apples” in every detail.  This must all be submitted online using the application form, within 24 hours of the initial booking. 
 
Although the customer did not provide the full details of the lower price she found, as a one-time courtesy, on October 4, 2017 Hotwire has processed the requested refund of $72.00, which will be returned to the credit card she used when making the booking. The amount of time it takes for the credit to be available depends upon how quickly her bank processes refunds.  Any further requests for consideration of a Best Price Guarantee will need to be submitted in accordance with all stated terms and conditions of the program and all screen shots must contain the required information. 
 
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

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.
 
The he business has committed to adjust hotel cleaning feeSincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/08/05) */
July 30, 2015
[redacted]
[redacted] Place
[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 Better...

Business Bureau, regarding your booking with Hertz at IAH airport on March 3, 2015. We understand that you are requesting an exception to the refund policy for medical reasons. As such you are asking for a full refund. We regret any frustration this situation [redacted] have caused.
In order for us to make an exception to our non-refundable policy and review for a refund, we require medical documentation from your physician stating you were not required travel for the dates of [redacted]. As explained in our previous correspondence, the letter you provided from your physician did not specify the dates that you needed to change. If you would please fax the doctor's note and a copy of this letter to X-XXX-XXX-XXXX, we can proceed with a review. Once we receive this documentation, it will take 7 to 10 business to review the documents for a possible refund. You will be notified via email regarding the outcome of our review. Without this documentation, we are unable to honor your request to refund your reservation. Once we receive this documentation, we will review and provide a prompt response to your request.
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. Because of the extremely low rates offered by our hotel partners, refunds, exchanges, transfers or changes are not typically available. Our partners require very specific documents in order to make an exception to the cancellation and refund policies. We understand that these documents [redacted] be difficult to procure and apologize for any inconvenience.
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).
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, 10, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received ANY reply from you after faxing in the information you previously requested 3 times. Is there an email address I can send this to so I can get a read receipt? I no longer have access to a fax and you kept denying receipt of my faxes even though I had a transmission confirmation and faxed that in twice.
Final Consumer Response /* (3000, 17, 2015/08/17) */
[redacted]Document Attached[redacted]
Per Ms [redacted]'s request I have faxed another letter from my oncologist stating that I was unable to travel due to medical issues and specifying the dates as she requested.
Since multiple previous faxes to Hotwire were never acknowledged (until the Revdex.com complaint!) I have also attached the Fax confirmation receipt.
Final Business Response /* (4000, 19, 2015/08/19) */
August 19, 2015
[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 Hertz, on [redacted]. We understand that you had to reschedule your trip for medical treatments, and are asking to have your reservation refunded with a medical exception. I am sorry we have been unable to complete this transaction for you.
I have reviewed the medical documents submitted, and have processed a refund in the amount of $664.24 today. This amount will be credited back to the Visa ending -7041 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 appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/10/15) */
October 15,2015
[redacted]
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX

Dear [redacted],
I am writing in response to your correspondence with Hotwire and the...

Revdex.com regarding your past rental reservation. I apologize we failed to locate your itinerary and the credit added to your account when you contacted us on September 26, 2015.
As I checked the details of your reservation, I confirmed that the Hot Dollars were added to your account with the email address of: [redacted]@gmail.com on July 16, 2015 for the total amount of 126.00, valid until July 15, 2016. If you wish to complete a reservation using your Hot Dollars, you [redacted] do so by contacting us directly at 1-866-HOTWIRE (XXX-XXXX) or simply logging in to your account, create a search and check the box to use your Hot Dollars on the billing page of our website. Please note that Hot Dollars are only applicable for Hot Rate hotels and cars bookings.
We appreciate your business and regret your Hotwire experience was anything less than exceptional. We still expect your future transactions with us. Thank you for choosing Hotwire.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for locating my credits. However, I decline this response. As I previously requested, I would like a full refund in the amount of $126, not credit that can only be used on "Hot Rate hotel and car bookings," a detail that was never disclosed to me.
I was originally told my Hot Dollars could be used on any purchase on the site. I no longer want to do business your company and would kindly appreciate a full refund in the amount of $126. I am happy to provide copies of my credit card charges as proof of the amount charged by Hotwire for the proper refund.
Thank you,
[redacted]
Final Business Response /* (4000, 9, 2015/11/16) */
November 16, 2015
[redacted]
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Hertz Car Rental. I regret you remain dissatisfied with the handling of your situation. I understand you are requesting a refund directly to your bank account in the amount of $126.44.
According to our records, you book a Hot Rate(r) Car reservation. Per Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you had read, understood and accepted those conditions.
In further review of your account, I confirmed that you cancelled your car reservation because your flight to Eugene was cancelled and rerouted to Portland. While we understand your plans [redacted] change, typically as mentioned above, all HotRate(r) are booked as final. This is to provide lowest and great deals to our valued customers.
As a final response to your case, I am unable to honor your refund request. As an exception, we cancelled and refunded your reservation in the form of Hotdollars. To clarify, the credits were added to your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) Cars. Your HotDollars are valid for up to one year, expiring on July 16, 2016.
We appreciate your business and regret your Hotwire experience was anything less than exceptional
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (2000, 11, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I suppose I have no other choice but to accept the Hot Dollars.

Initial Business Response /* (1000, 5, 2016/01/05) */
January 5, 2015
[redacted]
Leeds, AL 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 Hyatt Regency Washington in Capitol Hill. I understand you are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the savings and star rating of the hotel you received. As such, you are requesting a full refund.
Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 4-star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention.
Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 hours of booking on Hotwire, if you find a lower total for the same agency with the same travel dates, times and same car type outside of Hotwire.com, we will refund you the difference.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. 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. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel.
At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
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. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, *, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am dissatisfied with Hotwire's response. I have continually checked Hotwire's website since filing this claim and not only has the rate now decreased on Hotwire for the same ($139), they have continually shown "See the hotel the last person got: Washington Court Hotel". No other hotel has been mentioned on the page except for the Washington Court Hotel.
Hotwire's advertising methods are shady and fraudulent at the very least. They hide the details about how they adjust hotel ratings themselves in the "Help" section of their website rather than being up front and honest on the very pages where they are advertising 4 Star hotels which are actually rated as lower levels on the very travel partner websites that Hotwire refers you back to.
I maintain my request for a full refund for fraudulent misrepresentation and false advertising. Since Hotwire has refused that request, I will proceed with filing claims with the Federal Trade Commission as well at this point. If Hotwire wishes to propose a counter offer for settlement, they may do so but my counter offer is a full and expedient refund as requested. Otherwise, this complaint will not be settled.
Final Business Response /* (4000, 9, 2016/01/2*) */
January 2*, 2016
[redacted]
P.O. [redacted]
Leeds, AL XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Hyatt Regency Washington on Capitol Hill. I regret you remain dissatisfied with the handling of your situation. I understand you are unhappy with your recent hotel booking because of the hotel's star rating and savings you received.
As previously stated, 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 start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly. Additionally, we gather reviews in a timely manner as such, we are confident the star rating accurately reflects a specific hotel's overall service.
To finalize your concern about the savings you received, we strive clarity on our website where information about savings are provided prior to booking, whereas stated:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates."
If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our website, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation was used, we are charged for the booking and unable to issue refunds.
Based on the above information, our decision to not refund your reservation remains final.
Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'll simply just pursue other options since Hotwire can not seem to resolve this on their own. I've just checked both Hotwire again and the Hyatt Regency site directly for current prices. Hotwire is advertising $139/night for the same "secret" 4-star hotel area which is cheaper than the price I booked.
On top of that, Hyatt Recency quotes a total price of $*3*.83 for booking as of today. So I actually paid MORE to book through Hotwire than booking directly through the hotel. I SAVED NOTHING after Hotwire's added fees and charges.
This is hardly a "good deal" no matter how you look at it and Hotwire should be ashamed of making it out to be a "good deal". Hotwire is ripping people off. I'll be filing a formal complaint with my credit card issuer for fraud as of today.

Complaint: [redacted]I am rejecting this response because: still
dont understand Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/05) */
January 5, 2016
[redacted] E [redacted] Drive Apt [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 hotel reservation at the Holiday Inn Hotel & Suites Tampa N - Busch Gardens Area. I understand your dissatisfaction stems from the room provided by our partner, as you were not properly accommodated based on the number of people you check in. As such, you are requesting to be reimbursed on the amount you paid directly to the hotel.

At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete. Therefore, our product offerings [redacted] not always meet the needs of every traveler.
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 hotels.
After checking your account, you contacted our Customer Care on June 15, 2015 to request for two beds. We contacted the property and spoke to [redacted], and he confirmed that you were transferred to a room with two beds at no cost. Based on the information provided above, I am unable to honor your request to refund your reservation.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/30) */
August 30, 2015
[redacted]
[redacted] Road
[redacted], ** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns, as sent through the...

Revdex.com, regarding your hotel reservation with The George, A Kimpton Hotel for September 4, 2015. We understand that you are requesting for your reservation to be re-instated or refunded. 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, the details of your booking and our payment information are sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations. However, Hotwire understands there can be emergencies that interrupt plans and we have policies to help under certain circumstances.
Once a booking has been placed into a review status, the booking gets cancelled. Once the booking has been cancelled, we are unable to reinstate the booking.
After further research, we do see that you were refunded the full amount of $295.74 on August 27. The refund typically takes 1-2 business days to get back to your financial institution. After that, it is up to your financial institution as to when the funds will be available.
We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations

February 3, 2016
 
[redacted]
[redacted]th Rd
[redacted] NY 11435
 
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 Hot Rate® car reservation with Hertz Car Rental.
 
Please be advised, you refund has been issued back to your account in the amount of $121.10 USD.
 
Refunds typically 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

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. The business has issued a full refund as promised, and I am in receipt of it.
Sincerely,
[redacted]