Hotwire

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, 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, 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.

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,

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.

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

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

Initial Business Response /* (1000, 8, 2015/08/13) */
August 13, 2015
[redacted] Lane
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking at Alamo on July 24, 2015 in Minneapolis/St Paul, Minnesota. We understand that you were unable to pick up your rental car because you are using a debit card for deposit at the agency. As such you are seeking a full refund for this reservation. We regret any frustration this situation [redacted] have caused.
On review of your account information, Hotwire verified the car was not used as booked. Your refund has been approved in the amount of $193.88 and will be credited back to the form of payment used at the time of booking. Please allow seven to 10 business days to process the refund. After the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
We would like to provide you with some information about booking car rental reservations on the Hotwire site. After selecting the pick-up destination, dates, and times for your booking, you are provided a list of car type options and the lowest rates available for the parameters entered. On the left side of the page, you will see a box to "refine your search." If you will be using a debit card for the deposit, please select "Debit/Check Card." The box will expand to allow you to select "I am local." By including this information in your search, your results will be narrowed down to only those agencies able to accept a debit card for deposit from a local renter.
Hotwire partners with Alliance Global Assistance, who provides the third party insurance policies for our customers. Hotwire does not collect the funds for this reservation; therefore you will need to follow up directly with Allianz Global Assistance for any refund due on your insurance policy. They [redacted] be reached at XXX-XXX-XXXX. The policy reference number is: HXXXXXXXX.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

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]!

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.

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]

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

Business Bureau, regarding your bookings attempt at Hotwire. I understand you are dissatisfied because of the funds held for the booking that did not go through. As such, you requested a refund.
 
After reviewing your Hotwire account, I confirmed the transaction you mentioned was voided. Unfortunately your transaction fell below our acceptable risk threshold.
 
Any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since these reservations were voided, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies. I recommend contacting your bank for further information.
 
The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site.
 
Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. In addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (415)[redacted].
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/05) */
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

April 15, 2016
 
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary 5[redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot...

Rate® Hotel reservation with Innside New York Nomad. I understand your inquiry about the taxes and fees applied to your reservation. You feel that the amount was overcharged. As such, you requested an itemized description of the taxes.
 
I can assure you were not overcharged. Our rates are non-commissionable, meaning hotels do not pay us for bookings; instead we apply our booking fee and state taxes to the rates they offer us.
 
To further clarify, the tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.g. sales and use, occupancy, room tax, excise tax, value added tax, etc) that Hotwire pays to the hotel supplier for taxes due on the hotel's rental rate for the room. The actual tax amounts paid by Hotwire to the hotel supplier may vary from the tax recovery charge amounts, depending upon the rates, taxability, etc. in effect at the time of the actual use of the hotel by the customer. That being stated, we retain service fees as additional compensation in servicing a customer’s travel reservation. Service fees retained by us for our services vary based on the amount and type of hotel reservation.
 
On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use. In doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price; including the room rate displayed on the site plus tax recovery charges, service fees, and where applicable, taxes on our services.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

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]

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, 8, 2015/09/15) */
September 15, 2015
[redacted]
[redacted] Dr
[redacted] XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear [redacted]:
Thank you for the opportunity to address your concerns sent through the Better Business...

Bureau, regarding your stay at the Ramada Houston Intercontinental Airport South. As stated in your letter, the hotel is in an unsafe neighborhood and disagree that it is a 3.0 star property. We appreciate your feedback and regret any inconvenience this has caused you.
In regards to the star rating, as it is not standardized, each website has its own system. Hotwire first incorporates Expedia's star rating, and then based on customer reviews the rating can be increased or decreased. We hope that you have contributed to this process by replying to our post stay survey.
Hotwire secures our low rates by assuring our partners that once a reservation is confirmed, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we guarantee payment for the booking.
If you have any further questions, 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.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office

April 5, 2017
&n*sp;
[redacted] <*R>18161 E Euclid Pl <*R>[redacted] CO [redacted]
&n*sp;
In response to [redacted] Complaint ID [redacted]7, [redacted] Itinerary [redacted]
Dear [redacted],
&n*sp;
Thank you for the opportunity to address your concerns as sent through the *etter...

*usiness *ureau regarding your reservation with Extended Stay America - Denver - Tech Center - Central. I understand you are still waiting for your refund via check in the amount of $75.86.
&n*sp;
Upon review, your refund was issued on Novem*er 3, 2016. I understand you indicated that you used a prepaid card to confirm your *ooking and that the card is no longer valid. Please understand, for security reasons, [redacted]’s first process is to refund *ack to the original account used for payment.
We recommend to contact the prepaid card provider and work this out with them.
&n*sp;
I recognize you were misinformed *y one of our travel Specialist that a check will *e issued for your refund. As previously mentioned, [redacted] already processed the refund to card used on the *ooking. As such, we are not pushing any additional refunds for this *ooking.
&n*sp;
For the misinformation, I applied 25 HotDollars to your account under[redacted].com. One HotDollar is equivalent to one US Dollar that can *e used in *ooking any Hot Rate® hotels, or any Hot Rate® cars, valid for a year.
&n*sp;
We appreciate your *usiness and regret your [redacted] experience was anything less than exceptional.
&n*sp;
*est regards,
&n*sp;
[redacted]
Customer Care Relations
[redacted] Corporate Office
&n*sp;

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16, 2015
[redacted]
[redacted] Drive
[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, regarding your...

wish to be unsubscribed from our marketing emails. We understand that you no longer wish to receive marketing emails from Hotwire, and have had difficulty unsubscribing. We regret any frustration or inconvenience this [redacted] have caused.
We are able to confirm that the email address [redacted]@gmail.com has been removed from the subscriber email list per your request.
Please feel free to log into your account to verify the radial button does not have a check mark in it. If it does or if you continue to receive emails from us please call customer service at 1-866-HOTWIRE (XXX-XXXX) so they can file a request to further look into this issue.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/10/26) */
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 as you did not wish to take a shuttle bus. In addition, we understand you would have been willing to keep the reservation if we could have matched the rate from another vendor, which also required a shuttle bus.
We apologized for the missing shuttle bus icon and have already issued a refund to the customer for the cancellation charge. Unfortunately, we are unable to match rates. However, since all the charges have already been refunded, the customer is free to make another reservation with any vendor of his choosing.