Hotwire

Initial Business Response /* (1000, 5, 2015/09/13) */
September 13, 2015
[redacted]
[redacted] Avenue
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with the Custom Hotel LAX, A Joie de Vivre Boutique Hotel. We understand that you are seeking a refund for this booking, or a change in hotel, as you do not feel the Custom Hotel LAX, A Joie de Vivre Boutique Hotel merits a 4-star rating. We regret any concern this [redacted] have caused.
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, the Custom Hotel LAX, A Joie de Vivre Boutique Hotel is listed as a 4-star hotel on Hotwire.
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. 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 above information, we are not able to honor your request for a refund or change in hotel. However, we do assure you of a clean and comfortable stay. If there are concerns on arrival, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to your satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional support. We are here 24 hours a day, seven days a week to assist you.
We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the sample copy-paste mail they send out everytime I tried to talk to them regarding this matter.
They don't tell the truth again.
Their star rate policy is simply and easy to understand on their website. The website says : "These distinguished establishments offer a consistently high level of service. Access to deluxe amenities will make your stay comfortable and convenient. Some 4-star hotels [redacted] make optional amenities available at an additional cost. Hotels in the elite 4-star rating category include: Westin, Hilton, Hyatt, Crowne Plaza, Sheraton, Intercontinental". Eveb though they indicate " We do not guarantee you will stay in one of these hotels.", they WANT TO CHEAT THE CUSTOMERS WITH THE ABOVE BRANDS! After these examples the customer expects something in smiliar than those brands. Even though it not the same brand, but must be the same in the quality and in service. When a customer books a hotel and gets these examples, they expecting something similar than those brands.
Another lie : "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."
Expedia gives 3 stars to this hotel. Hotwire customer comments and reviews are hidden and not visible for customers. They redirect customers to the expedia's review site where the customers gave 1 and 2 star rating to the hotel and 9 of 10 reviews are extremely negative!
Conclusion: There is a low-quality hotel with bad reputation, mostly accomodate students. Hotwire lies to the customers regarding the hotel ratings to send people there - probably for high commission.
But someone who wants to stay in a 4 star hotel is forced to stay in a 2 star due to these criminals called "hotwire".
Final Business Response /* (4000, 9, 2015/09/20) */
September 20, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Custom Hotel LAX, A Joie de Vivre Boutique Hotel. We understand you disagree with the star rating for this hotel, and would like to cancel for a full refund or move your reservation to another 4-star hotel. We regret any concern this [redacted] have caused.
We have reevaluated the Custom Hotel LAX, A Joie de Vivre Boutique Hotel, and we have adjusted the star rating. The Custom Hotel LAX, A Joie de Vivre Boutique Hotel is now listed as a 3.5-star hotel on the Hotwire site.
Per our conversation of September 20, 2015, your reservation with the Custom Hotel LAX, A Joie de Vivre Boutique Hotel has been cancelled and a refund processed in the amount of CAD 688.22. The refund was processed to your PayPal account used to book the reservation, and [redacted] take a few business days to reflect in your account.
We appreciate your business and hope we have the opportunity to better serve 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
Final Consumer Response /* (2000, 11, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this, because I received the refund.
But they [redacted] continue this work ethic and the way they mislead their customers.

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

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

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

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

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

February 2, 2017
[redacted]
[redacted]
[redacted], NC 2[redacted]
In response to Revdex.com Complaint ID [redacted], customer e-mail address [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 Sea Trail Resort and Conference Center. I understand you are dissatisfied with your booking as you feel that Hotwire charged you more than you were supposed to, based from the rate the property showed you.
At Hotwire, we take pride in being able to provide the lowest guaranteed rates for all of our products. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts, we promise our partners reservations will be used as originally booked. For all Hotwire Hot Rates®, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold inventory.
I can assure you were not overcharged. The hotel may have shown you the Hotwire rate, before all taxes and booking fees were added. Please be assured these rates are specially negotiated for Hotwire, and are generally lower from the available rates presented to hotel customers booking directly.
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.  We ask our hotel partners do not disclose the Hotwire rate on their receipts, as it leads to confusion. I have forwarded this on so that this may be addressed with the hotel directly, to prevent this situation from occurring in the future.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best Regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

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]

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

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, 6, 2015/10/27) */
October 27, 2015
[redacted]
XXXXX [redacted] Ave [redacted]
[redacted] City, ** XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your car reservation in Oklahoma City airport. I understand you are dissatisfied with your recent car rental, specifically with us declining the refund request.
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our HotRate Car rentals. 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.
Please be assured in the event a customer claims that they were promised of something while speaking with Hotwire Customer Care, we take the matter very seriously. We will review the situation unbiased and take full responsibility if we find an error on our end. Upon reviewing the call, I confirmed that you were given an option to process a rebooking due wrong name, however you declined the offer, due to the fact that you simply wants to have a straight refund.
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 car rental experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 8, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you reviewed the calls you would know I didn't deny the refund/rebook policy. I told the rep I didn't have the money available on my card so I would have to call back, which I did. Then the same customer representative told me my card wasn't working and that I would have to call my bank. She also informed me I had 24hours to rebook/refund. So the next morning I followed the steps and rebooked again with your company. And your company still refused my rcompany I don't see how it's even legal for you to keep my money even tho I didn't use the car plus I followed your policy procedure and was still denied. Your policy and procedure is ridiculous and it's only beneficial to your company. If you listened to all 13 calls that I placed to your company you would see things differently. I DO NOT ACCEPT YOU TAKING MY MONEY BUT I DIDN'T USE THE CAR. I WOULD LIKE YOU TO REFUND MY MONEY.
Final Business Response /* (4000, 10, 2015/11/20) */
November 20, 2015
[redacted]
XXXXX [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 in Oklahoma City Will Rogers World. I regret you remain dissatisfied with the handling of your situation. I understand you accepted the rebook process, however, it was unsuccessful. As such, you request a refund.
As previously mentioned, we listen to calls unbiased and we take full responsibility if we find an error on our end. After further investigation, I confirmed that the rebooking process was unsuccessful because your credit card company was rejecting the transaction. After that, I can see that you agreed to contact your bank as our travel specialist suggested you to do so. On that same day, we received a call back, and we still offered to rebook the reservation. However, it was declined because of the rate available.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing your booking, you selected a box stating you read, understood and accepted those Terms of use. The rebook option was an exception we provided as we understand you wanted some changes to be made to your existing hotel reservation.
Based on the above information, I am unable to honor your refund request.
We appreciate your business and regret your Hotwire car rental experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

June 6, 2017   [redacted]   In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]   Dear [redacted],   I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with [redacted] Kansas City Airport. I regret you remain dissatisfied with the information we provided.   As previously mentioned, 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.   Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. If you find a lower total for the same property with the same travel dates 48 hours before check-in, we will refund you the difference.   The information about our Low Price Guarantee is provided prior completing the reservation.  As rates are subject to change, we are unable to guarantee the amount of savings on every 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.   As such, our position has not changed.   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 comments and appreciate you taking time to provide us with feedback.  Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.   We appreciate your business and regret your Hotwire experience was anything less than exceptional.   Best Regards,   [redacted] Customer Care Relations Hotwire Corporate Office

July 19, 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] Plus Kansas City Airport-KCI East. I understand you are dissatisfied with your recent hotel booking because the beds provided did not accommodate the number of guests you indicated on the reservation. As such, you requested a refund.
 
At Hotwire, we guarantee all rooms booked will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. Some properties may offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservation. Our partners will do their best to make your stay as comfortable as possible.
 
Upon review, we confirmed at the hotel that you were provided with a King bed and a queen size pull out couch. Please be advised, as indicated above, that a pull-out couch to some properties is considered as a bed type and a queen size pull-out couch can definitely accommodate up to two guests.
 
Despite that, we honored to rebook your reservation, however you declined this offer.
 
Based on that information, we are unable to honor your refund request.
 
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,[redacted]
Customer Care RelationsHotwire Corporate Office

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, 2015/07/16) */
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

February 1, 2017
 
[redacted], KY 42171
 
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 booking with Super 8 - Bowling Green. I recognize you are not able to send the documents through.
 
Upon checking, we found no issue receiving e-mails using the address we provided. We are currently receiving number of e-mails continuously. Please try it again and check the file size of the documentation you are sharing with us. Aside from the e-mail address we previously provided, you may also send it to h[redacted][email protected] or fax the document to us at 1 (415) – [redacted]
 
Again, once the documentation is received, it will take 7-10 business days to review for a possible refund. You will be notified via email regarding the outcome of our review.
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, 2015/05/31) */
[redacted] 31, 2015
[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...

Revdex.com, regarding your booking with the Hyatt Regency Columbus. We understand that your complaint stems from the fees charged by the hotel for pets. You are seeking compensation for this pet fee with either a refund of the amount or a free night's stay at the hotel. We regret any concern or inconvenience this situation [redacted] have caused.
It is reasonable to assume that hotels that list themselves as pet friendly would have additional charges for pets, as damage can occur. Hotwire does guarantee the lowest rates on hotels (see our Low Price Guarantee). However, pet fees are not included in the room rate, as they are only paid for by those who choose to bring their pet to the hotel. These charges are collected directly by the hotel (not Hotwire) regardless of being booked with a third party or through the hotel itself.
In exchange for concealing our partners' identity, and guaranteeing the reservations we book will be used as originally sold, they offer Hotwire deeply discounted rates. Exact amounts required by the hotel to accommodate a pet [redacted] reveal too much about the property; therefore we do not require our partners to have them displayed beforehand. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For these reasons, reservations are booked as non-refundable and non-changeable.
In light of the above, we will are not able to honor your request for a refund or free night stay at the hotel.
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 Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

April 14, 2016
 
[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® hotel...

reservation with [redacted] OH. I understand your dissatisfaction stems from the refund request which was initiated in March.
After investigation, I confirmed we approved the refund in the amount of $135.12 on April 2, 2016. Refunds typically takes one to two business days. Please contact your financial institution as to when the funds will be available for use.
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

Complaint: [redacted]I am rejecting this response because:  It not The Crown Plaza River Oaks that was the problem, they are a very good location, the problem was Crown Plaza Galleria. I will not go to that hotel because I was abused by an employee and saw them abuse other guest. And I reported it when I was checking out and the manager told me to go. And I did, He did not care what I was telling him. That is why I won't stay there. I don't feel safe there.
Crowne Plaza Houston Galleria Area [redacted]Sincerely,[redacted]