Hotwire

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

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]

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

April 5, 2017
 
[redacted] E [redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary[redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation that you indicated you did not authorize.
 
Upon further review, I found a reservation that matches the amount you are disputing which is $383.30. The Hotwire Itinerary number is [redacted] at the Crowne Plaza Memphis in Tennessee.
 
You indicated initially that one of our agents booked this hotel reservation without your permission. However, our records indicate the booking was made by a customer.
 
In addition, we have documented a call we received on December 22, 2016 which shows your contact to Hotwire to change the hotel reservation as you did not want the hotel you received. Unfortunately, the rate you booked was not eligible for changes or cancellation in exchange to a great deal we provided.
 
As such, we are unable to honor your refund as your transaction was valid.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/30) */
Revdex.com CASE#: XXXXXXXX
DRVXXXXXXX
Thank you for the opportunity to address your concerns as sent to the Revdex.com We understand from your prior emails to CarRentals.com and from your comments to the Revdex.com that...

you would like to have a Pay Now reservation canceled and a refund issued.
CarRentals.com offers two types of rates. Those, which do not require a credit card to secure, can be canceled or modified at any time without penalty. The other type is Prepaid or "Pay Now" special, which offers you a discount over current rates, but there are strict rules regarding cancelations or modifications. In order for you to secure your "Pay Now" reservation, you had to agree not to cancel or modify your reservation. In exchange for the discounted rate, we guarantee our partner that the reservations will be non-refundable.
Unfortunately, ACE is unable to provide you with a refund but is willing to provide you with a voucher for the full amount to be used within one year of your return date of June 30, 2016. This voucher can be used at any ACE numerous locations.
We are sorry that we are unable to reply more in accordance with your wishes on this occasion. Please be assured that all available details were taken into consideration in the decision made.

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

April 18, 2016
[redacted]
[redacted]
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your previous car rental reservation with Enterprise at [redacted] International Airport. I regret you remain dissatisfied with our response as you still have not received the refund initiated in August.
As previously mentioned, we confirmed that the refund amounting to 368.14 CAD was successfully processed on January 13, 2016. Please contact your financial institution as to when the funds will be available for use.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
 
Best regards,
[redacted]
Customer Care RelationsHotwire Corporate Office

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, 2015/09/13) */
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.

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

Initial Business Response /* (1000, 10, 2015/11/10) */
October 26,2015
[redacted]
[redacted] XXXXX
[redacted]
In response to Revdex.com Case number XXXXXXXX
Hotwire Itinerary number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through Hotwire and the Revdex.com, regarding your hotel reservation at The Westin Oaks Houston at the Galleria in Houston, Texas on October 10, 2015. I regret you remain dissatisfied with your Hot Rate(r) Hotel reservation. Your dissatisfaction stems from the 4.0 star rating we provided and the reviews that you have read about this hotel.
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. We are confident the current 4.0 star rating given to The Westin Oaks Houston at the Galleria in Houston, Texas is accurate.
We called the hotel on your behalf and they confirmed that you did not use the hotel reservation.
At Hotwire, 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) Hotel reservations.
As such, my decision has not swayed and I am unable to honor your request for a full refund amounting to $91.80.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely yours,
[redacted]
Customer Care
Hotwire Corporate
Initial Consumer Rebuttal /* (3000, 12, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in my first message, My dissatisfaction doesn't stem from the star rating, but from the advertised stated trip advisor reviews. When you click a hotel under "hot rate" there is a section under reviews that shows trip advisor reviews of the hotel. This was misstated to me. So yes there is an actual number that trip advisor gives each hotel and your website false advertised that number. I could understand if the issue stemed from star ratings but this isn't the case.
Final Business Response /* (4000, 14, 2015/11/24) */
November 24, 2015
[redacted] 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 The Westin Oaks. I regret you remain dissatisfied with the handling of your situation.
Allow me to assure you we strive clarity on our website. To further understand your concerns, I searched the same criteria on the website and confirmed that the Trip advisor reviews provided during the booking are reviews taken directly from Trip Advisor's website.
On the other hand, I read numerous reviews pertaining to The Westin Oaks. I found the most reviews were favorable citing the hotel's friendly staff, cleanliness, location and quality.
As previously mentioned, 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. We are confident the current 4.0-star rating of this property is an accurate reflection of its overall quality.
As such, our decision to not refund your reservation remains final.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

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

April 19, 2017Revdex.comHotwireComplaint DepartmentRe: Expedia Case #:  O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Hotwire.com regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which...

have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Hotwire.com is responding to the consumer complaint from Ms[redacted] (Revdex.com case number [redacted]) regarding a flight refund request due to airline schedule changes.Our records show that on February 10, 2017 Ms [redacted] accessed Hotwire.com and booked flights for four passengers aboard Insel Air departing May 25, 2017 from Florida to Cuaracao returning May 29, 2017.  Regrettably, Insel Air has cancelled this route and has notified Hotwire that they will be refunding for cancelled flights. From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Hotwire serves only as a third party booking intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Hotwire has no control over when, or how often, airline initiated schedule changes occur. We cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Hotwire why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.As Insel Airline is the merchant of record, and the party that billed Ms. [redacted]’s credit card, the refund must be processed by Insel Air.  Airlines typically refund within three billing cycles, which is standard across the airline industry, and outside of Hotwire’s control.  Hotwire Terms of Use, agreed to by customer’s who choose to book on our website states in part:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Hotwire Companies or the Hotwire Affiliates. The Hotwire Companies and the Hotwire Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting therefrom. The Hotwire Companies and the Hotwire Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.The travel insurance policy purchased with this itinerary is provided by AON Affinity and states the pre-trip interruption coverage will refund for any non-refundable charges incurred, within the terms of the policy contract.  As Insel is providing a full refund, there is no non-refundable loss that AON would cover.  Hotwire regrets the inconvenience this matter has caused Ms. [redacted] and her family.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted] Tier 3 Corporate Customer Service

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

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

regarding your hotel reservation Ramada Oklahoma City Near Bricktown. I understand you are dissatisfied with your booking as the hotel you received was not within your desired location. As such, you requested a refund.
 
Upon review, a full refund was honored on February 10, 2017 as an exception. Please note, refunds take one to two business days and is up to your financial institution as to when the funds will be available for use.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/24) */
November 24, 2015
[redacted] D [redacted]
[redacted] N [redacted] Rd
[redacted], ** XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to the Revdex.com...

regarding your hotel reservation at Extended Stay America in Indianapolis, IN. I understand you are dissatisfied with your recent hotel booking because the $10.00 discount you expected did not apply. As such, you are requesting to get the $10.00 credit back to your account.
We obtain discounted rates in exchange for guaranteed reservations. We work hard to negotiate the lowest rates with our partners. On top of our Low Price Guarantee bookings, we occasionally distribute promotional discount offers to better satisfy our valued loyal and potential customers. These discounts are advertised via electronic mail, Social Media Sites, and directly posted on our website. It typically provides you a code that you enter on the billing page before completing the transaction with Hotwire.
After further review, I learned you tried to book a reservation in your end but was unsuccessful due to errors occurred. As such, you called our Customer Care and a Travel Specialist assisted you in booking your Hot Rate(r) Hotel reservation. I also learned that you were guaranteed by the Travel Specialist a $10.00 refund after completing the booking.
Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. Upon reviewing the call, I confirmed the information that was provided to you by the Travel Specialist.
Based on the result of the investigation, we have confirmed the error. As such, we processed the refund on November 22, 2015. Please allow us 7-10 business days to process it and it will be depending on your financial institution's policy as to when the funds will be available for use. In addition to this, I added 25 HotDollars to your account under [redacted]@cable.comcast.com as a compensation for the inconvenience. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) Cars. Your Hot Dollars are valid for up to one year, expiring on November 23, 2016.
I apologize for the inconvenience this has caused you. 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: They are needing additional information to help resolve this issue. I have attached the information the required below.
 
Email used at time of booking: [redacted]
Itinerary number:[redacted]Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
August 4, 2015
[redacted]
[redacted]
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 attempted booking in Toronto, Ontario on July 23, 2015. We understand that you are seeking a refund for this transaction. We regret any frustration this situation [redacted] have caused.
After reviewing your account, I was able to verify that you had an incomplete booking. Your card will not be charged for this reservation because it was not completed. What you are seeing is an authorization on the card or account. These authorizations occur when we validate your card at the time of booking. Most financial institutions remove authorizations routinely within a few days. For more information about your specific financial institution's policies and your credit card or account, please contact your bank or credit card company.
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.
I can assure you Hotwire has not collected any funds for this failed reservation. Therefore we will not be able to provide any compensation for this transaction.
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

Complaint: [redacted]
I am rejecting this response because: please see attached. This screen I just got today. Even the tax is higher than on official website. This is not member discount since the box is unclick. I regret I did not get the screen shot earlier because now is already much expensive BUT STILL cheaper than the so call hotwire secret rate. I addition, I used a coupon which already give me 10% discount so the original price is still much higher. Now I request full refund, in addition, please escalate this issue to higher manager because what you just reply is just some template which I already seem hundred times.  
Sincerely,
[redacted]