Hotwire

Initial Business Response /* (1000, 8, 2015/05/28) */
[redacted] 28, 2015
[redacted]
[redacted] E [redacted] Drive
[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 car rental reservation with Alamo, originally scheduled for a minivan to be picked up at the San Diego International Airport on April 10, 2015. We understand that you were seeking a refund for this reservation, as the refund was not processed at the time you booked the replacement reservation. We regret any inconvenience this situation [redacted] have caused.
We processed your refund in full for $136.97 on [redacted] 21, 2015 at 4:13 p.m. Though the refund was processed during our call, it can take one to two business days for the bank transfers to occur. An email was sent to your address [redacted]@yahoo.com confirming your refund.
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, 11, 2015/05/29) */
THANK YOU! After I contacted you HOTWIRE contacted me and made a full refund. They offered no explanation. I know it was because of you as I had contacted them at least 7 times and probably more without any indication on their part that they would do right. After contacting you everything changed. Thank you very much.

Initial Business Response /* (1000, 5, 2015/09/01) */
September 1, 2015
[redacted]
[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 Holiday Inn Danbury on June 13, 2015 in Danbury, Connecticut. We understand that you were booked two reservations for the same time frame. You are seeking to have one reservation refunded. We regret any inconvenience this situation [redacted] have caused.
Your refund has been processed in the amount of $150.08 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 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, 2016/01/17) */
January 7, 2016
[redacted]
[redacted] E [redacted] Road Apt [redacted]
[redacted] 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 Hot Rate(r) hotel reservation with Outrigger Royal Sea Cliff. I understand you are dissatisfied with your recent hotel reservation as the hotel charged you additional $135.00 for cleaning fee. As such, you are requesting a refund.
We strive for clarity during the booking process. On the final billing page, we present a bulleted list of Hotel Rules and Restrictions. Within those restrictions the following statement is provided:
"You'll pay the hotel directly for additional charges, like room service or resort fees."
In addition, cleaning fee might be part of incidentals. Those rules and restrictions are part of the Hotwire Terms of Use you agreed to. Our Hot Rate(r) hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as the resort fee. Rather, we can only mention there may be a charge as stated on the final billing page. Based on the information above, I am unable to honor you refund request.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Whether or the correct room rate could be disclosed before the web transaction actually is completed does not change anything on the fact that you grossly misrepresented the expected room rate in your quote. We are not looking at "peanuts" that would adjust the rate by only small amounts but at a huge surcharge, which completely INVAIDATES THE COMPETITVE BID AGAINST OTHER HOTELS. If for whatever reason you feel unable to quote the correct rate even APPROXIMATELY, you should not even make such a bid at first place. Your assertion that this sales practice is required to "guarantee the lowest rate" is invalid and a fallacy. Such huge surcharges are also not covered by any sufficiently detailed "terms and conditions". This shoddy sales practice only equals to hoodwinking prospect customers. My claim for re-imbursement still stands.
Final Business Response /* (4000, 9, 2016/02/05) */
February 5, 2016
[redacted]
[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 the hotel Outrigger Royal Sea Cliff. I regret you remain dissatisfied with your Hot Rate(r) Hotel, as the property imposes a cleaning fee of $135.
Our Hot Rate hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as parking fee, cleaning fee and any associated fees. Rather, we can only mention there may be a charge as stated on the final billing page.
If a hotel has a mandatory check-out cleaning charge, it is treated as any other incidental and is not included in your Hotwire rate (i.e. room service, phone calls). Any fees incurred must be paid directly to the hotel, usually at check-out time.
At Hotwire, we strive for clarity on the Web site. During the booking process, we provide the following disclosure at the bottom of the page:
- Mandatory check-out cleaning charge $75-studio, $95 - 1 bdrm , $115 - 2 bdrm, $135 - 2/3 bdrm w/loft plus a general excise tax of 4.166% charged at checkout.
As such my decision remains unchanged, and I am unable to honor your request for refund of cleaning fee.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
a. I re-checked a few "hot offers" in your site and did not see a single example in which the costs of non-optional incidentals were disclosed - even approximately - and most importantly BEFORE committing the transaction (not just in some transaction confirmation page and small prints). Thus, the real costs are NOT disclosed, even approximately, BEFORE the transaction is committed, which shows that the your more general reference above, "during the booking process" (that is, before committing transaction) is misleading.
b. In my case, the "room cleaning fees" were collected at check-in, not at checkout.
c. Due to the amount of the surcharge in question your quoted price in the pre- commitment pages is grossly misrepresented. This is not just a minor surcharge that could be viewed as "peanut" that does not warrant a complaint such as this one. The competitive offer against other hotels is invalid and false and represents another example how your company hoodwinks its customers.
c. In your previous reply you obviously evaded these finer details in my line of arguments and resorted to apparently delivering pre-formulated rebuttals and replies.

Initial Business Response /* (1000, 5, 2015/05/21) */
[redacted] 21, 2015
[redacted]
[redacted] Road
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com concerning your booking with the Best Western Corona - London. We understand that you have seen a lower star-rating for this hotel, and are seeking a full refund for this reservation. We regret any concern or frustration this [redacted] have caused.
Please allow us to further clarify how the star-ratings are obtained. Currently there is no 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 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. 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 percent of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's rating. Allow us to 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.
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. Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on the information above, we are unable to honor your request for a refund for this reservation. If you arrive at the hotel and have any questions or concerns please contact us 24/7 at XXX-XXX-XXXX. We will work with the Best Western Corona - London to ensure you have a clean, comfortable stay.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2016/01/08) */
January 08, 2016
Thank you for taking the time to contact Hotwire 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight. We understand [redacted] is requesting to use her flight credit on a different airline carrier.
Upon further research, we are unable to locate an Hotwire account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address [redacted] concerns.
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, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email under which the ticket was booked is [redacted]. the confirmation number is [redacted].
Final Business Response /* (4000, 9, 2016/02/01) */
February 01, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Hotwire 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 is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation credit. We understand Ms. [redacted] is requesting to use her credit on a different airline carrier. On January 27, 2016 we contacted Ms. [redacted] to acknowledge receipt of their Revdex.com complaint, however she was not available.
Our records reflect on September 15, 2015, the customer or an authorized user of the account, self-book a flight reservation for [redacted], [redacted], and [redacted] using Hotwire.com website. Travel was on Delta, departing on December 27, 2015, from San Francisco, California to Minneapolis, Minnesota, and returning on December 30, 2015, from Minneapolis, Minnesota to San Francisco, California with United. Customer is stating she was not clearly advised that the flight credit was with United Airlines,
We can confirm on December 19, 2015, the customer contacted us to cancel her ticket. Our agent advised Ms. [redacted] she would be able to cancel the flight and receive a flight credit of $621.70. The customer then asked if the ticket could be voided, of which she was advised it would be a flight credit. In addition, our agent confirms the change fee of $200 and difference in fare once Ms. [redacted] was ready to rebook. On December 20, 2015, the customer contacted us to exchange her flight. Once she was advised the flight credit could only be used for United, the customer declined the exchange.
Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. Each airline has its own specific set of policies and procedures as does each ticket purchased. United was the operating carrier and merchant of record (the entity that received the customer's funds and the company charging the customer's credit card). All terms and conditions of the reservation were displayed during the booking process, of which the customer agreed to. We hope the customer understands we have to abide by the airline policy and are unable to change the airline for her flight credit.
Despite Ms. [redacted] recent experience with Hotwire, we will review this matter further should she provide us documentation that reflects she was not advised of the flight credit usage. The customer can submit this information via the Revdex.com Complaint system.
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

Complaint: [redacted]I am rejecting this response because: Hotwire was deceitful in their booking practices through their website.  In addition, I have asked VISA to review the matter.  We are not staying at this filthy hotel and have booked another room through a reputable website.  Shame on Hotwire for using nice hotel chains as examples for "luring" customers into a sense of comfort and security.  We will NEVER use Hotwire again.  In addition, we will be sure to let our friends and family know how we have been treated.Sincerely,[redacted]

February 28, 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 upcoming hotel reservation with Doubletree Metropolitan Hotel New York. I regret you remain dissatisfied with the previous information we provided.   As previously mentioned, we cannot guarantee specific bed type. All rooms booked on Hotwire 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. After booking, a guest may contact the property directly to ask for a specific bed type. However, this will depend on the hotel’s capability.   All necessary information regarding the information above is included in out Terms and Condition which you agreed at the time of booking.   Based on that information, our decision to not refund your reservation remains final.   We appreciate your business and regret your Hotwire experience was anything less than exceptional.   Best Regards,   [redacted] Customer Care Relations  Hotwire Corporate Escalations

Initial Business Response /* (1000, 5, 2015/06/02) */
June 2, 2015
[redacted]
[redacted] Way
[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 booking with the Best Western Plus Regency House Hotel in Pompton Plains. As stated in your letter, you disagree with the star rating being a 4.0 star, but feel it is closer to a 2.5 star hotel. As such, you are requesting a full refund.
As there is no standardized star rating, it is common to find different star ratings for the same hotel among different websites. As such, we use our customer feedback as a main contributor to a hotel's star rating. We first incorporate Expedia's star rating for the hotel and 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 with your feedback.
To better understand your concerns we have reviewed this booking further. We found that, prior to booking, a 3.5 star hotel in the Fairfield - Wayne - Haskell area was selected. The resulting hotel was the Best Western Plus, which is a 3.5 star in accordance with our policy.
In exchange for guaranteeing our partners the reservations we book will be used as originally sold, they provide Hotwire with deeply discounted rates. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above, we will not be issuing a refund. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Corporate Customer 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]

Complaint: [redacted]I am rejecting this response because: As shown in the company's response there is no warning that a pet fee would apply to any hotrate hotel. Instead in the amenities it shows the hotel as pet friendly. As someone who does not travel with a pet much I am not aware of a pet fee. A simple warning that additional pet fee may apply somewhere would give enough warning but as seen in the Company's response it is just a vague resort fees, which does not trigger one to think that would include a pet fee. When I got to the hotel at 11pm that night there was nothing I could do about it, either continue driving and possibly fall asleep at the wheel or go around trying to check with other hotels in a city I am not familiar with after 11pm when I have 20 hours I need to drive the next day. I usually always use hotwire (with my [redacted].net account), this time we booked it with my wife's account, but now I will never use hotwire again and never recommend hotwire to anyone unless this is resovled.
Sincerely,[redacted]

June 2, 2017
 
Revdex.com
San Francisco Bay Area and Northern Coastal
 
Complaint Department
Re: Hotwire Case #: [redacted]
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Hotwire 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 is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Mr. [redacted] is requesting compensation. On May 26, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 26, 2016, the customer self-booked a flight reservation for [redacted] and [redacted]. Travel was on LATAM Airlines operated by [redacted], departing May 11, 2017, from Charlotte, North Carolina to Lima, Peru; and returning on May 20, 2017, from Lima, Peru to Charlotte, North Carolina, via itinerary number [redacted]. The customer is stating that there was an airline schedule change and that Hotwire did not assisted the customer with the schedule change.  
 
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 as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers.  
 
LATAM Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Hotwire has no control over when or how often an airline initiated schedule change occurs.  Hotwire cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
 
Upon further researching this matter, we can confirm on May 11, 2017, the customer contacted Hotwire advising that he missed the connection flight. Hotwire contacted the airline; they advised that the flight was on time and for the customer to go to the airline counter for assistance.
 
On May 23, 2017, the customer contacted Hotwire advising that he missed the flight and requested a refund for a hotel stay for one night. The customer advised that he had to purchase another ticket. Hotwire contacted the airline; they advised that they would take over the call with the customer.
 
In reviewing the account, on May 26, 2017, Hotwire processed a refund as a one-time courtesy in the amount of $150.00 back onto the original form of payment.
 
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. LATAM Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Hotwire. We must adhere to the airline’s policies.
 
Furthermore, at the time of the booking, the customer did agree to the Hotwire’s Terms of Use. Our Terms of Use explicitly provides:
 
 
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
 
Based on the above Hotwire is unable to honor the request for the compensation or a refund. The customer can contact the airline to request the compensation or the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
[redacted]
Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/06/08) */
Thank you for the opportunity to address your concerns sent through the Revdex.com regarding your prepaid reservation with Fox Rent A Car. We understand from your prior emails to CarRentals.com and from your comments to the Better...

Business Bureau that you feel you did not request to cancel your reservation and wish to have it reinstated.


To better understand your concerns we reviewed the emails received from you regarding this matter and found several emails which show your desire to modify and then cancel your reservation.


To add clarity, we have included your initial email:


I booked a car with Fox but do not want to pick it up at San Francisco Airport. Can I pick it up in San Francisco? And will there still be an airport pick up charge. My confirm number is xxxxxxxxxx

Please see below for your response to our explanation that in order to secure your prepaid reservation, you had to agree not to cancel or modify your reservation:

I requested cancellation within 5 minutes of placing the order when I recognized my mistake. I do not think I should be charged $15 cancellation fee given how quickly this occurred. Please explain to FOX. I tried reaching them myself but they had me on hold for several minutes so I then contacted you.


We promptly responded to your email and explained that we were unable to overrule the FOX policy which was clearly explained in the Car Rental Rules and Restrictions. The Car Rentals.com agent offered you the telephone number for FOX at SFO and advised you that if you could obtain FOX's permission to forgo the $15, we would not stand in their way.
As a reminder, the following information was displayed prior to reserving your prepaid reservation in the Car Rental Rules and Restrictions:

FOX Pay Now Reservation cancellation fee is $15 if cancelled more than 12 hours from scheduled pick up time. If your time and mileage is less than $15, you will forfeit the full amount of your time and mileage charges.


On [redacted] 19th, we received an email from FOX stating you had contacted them and received the following response from FOX agent:

Allison [redacted] has a pre-paid reservation, [redacted], and would like to cancel. She was told that she needed to have me send this email saying we approve the cancellation and we do. If you could please send her a follow up email at xxxxxxxxx to let her know it's been done.


On [redacted] 21st, you wrote:

Please do not cancel this reservation. I was to pay $30.00 more for camry which was on your website. It is no longer available. I will keep this reservation.


We wish to reiterate that once a reservation has been canceled, it cannot be reinstated nor do we have the ability to override the vendor's cancellation polices, nor do we have the ability to provide you with a rate that is no longer available



We are sorry that we are unable to reply more in accordance with your wishes to reinstate a canceled reservation.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will drop this case and never deal with your company again. I will also no pay cancellation fee of $15.00 since I never cancelled.
[redacted]

Initial Business Response /* (1000, 5, 2015/07/01) */
July 1, 2015
[redacted]
[redacted] Ave
[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 Sterling Inn & Spa in Toronto, ON. We understand that you are seeking a refund in the amount of $29.38, which is the difference in the booking selected, and the amount billed for this reservation. You have sent a screenshot of your selection as found on the Hotwire mobile app. We regret any frustration this issue [redacted] have caused.
Though the screenshot we received does not completely identify the final booking, the details provided within support your claim to an extent that we have submitted a request to our finance department to process a refund in the amount of $29.38 to the visa card used to book the reservation. Please allow 7 to 10 business days for processing. If you have any questions about when this will appear on your statement, please contact the financial institution that issued the card.
We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our customer care at 866-HOTWIRE (XXX-XXXX). We are here 24 hours a day, seven days a week to assist you.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: the hotel you placed me in in Paris is significantly out of the area advertised and barely within the boundaries of the shaded area.  I am nowhere near any of the 3 landmarks advertised.  Your claims are misleading at best.
 
Again, you also failed to address the fact that my Galveston hotel was claimed to be near Golf while only actually being near a Putt Putt mini golf course.  
 
I still would like a refund/cancellation for my Paris stay or at least credit and will be satisfied with no less. If you don't wish to cancel my Paris stay, you can refund my miserable Galveston stay and I will accept that as well.
Sincerely,[redacted]

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, 2015/08/04) */
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

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

June 1, 2017
 
[redacted] Washington, DC [redacted]
 
In response to Revdex.com Complaint ID [redacted], Hptwire Itinerary [redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com...

regarding your reservation with Extended Stay America - Tampa - Airport - Memorial Hwy. I understand you are dissatisfied with your recent transaction. You indicated that the amount you were charged was higher than the amount quoted at the time of booking. As such, you requested a refund of the rate difference.
 
At Hotwire we strive for clarity on the site. We provide information regarding the different details of the reservation such as reservation dates, times, location, number of night, and total amount to be charged. This is to make sure and give flexibility to our customer if they will proceed with the booking.
 
In addition, we work diligently with our partners to offer consistently low rates to our customers. As we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demand. Please be advised that rates can changed throughout the booking process.
 
I can assure you we work with our US and international partners to get the best rates on hotels. If you find a lower rate on another website for an identical booking, before 48 hours of your check-in, we will pay you the difference between the rates.
 
Based on that information, we are unable to honor your refund request.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 10, 2015/12/30) */
December 30, 2015
[redacted]
XXXXX [redacted] St.
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customers Email: [redacted]@bendbroadband.com
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your transaction with Hotwire. I understand you were dissatisfied with your recent booking, as you thought that you will be billed at the time of your stay. As such, you are requesting a full refund.
I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried check the email you provided on the complaint without success. So we [redacted] locate the reservation you are referring to, please reply with the following information:
- Email address that was used on the reservation
- Itinerary number.
- Name on the reservation.
Once we receive this information, we will be able to search further.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/04) */
June 4, 2015
[redacted] St [redacted] XXXXX
RE: Revdex.com #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the opportunity to address your concerns sent through the...

Revdex.com, regarding your stay at the Sofitel Rio de Janeiro Copacabana. As stated in your letter, you did not receive the advertised 45% off the hotel's original rate. As such, you are requesting either to be switched to the JW Marriott, or a refund of $264.96. We regret any frustration or inconvenience this has caused you.
Please allow us to clarify how the percentage off promoted on our site is determined. To ensure this information is available well before booking, we provide the following disclosure at the bottom of our site upon the initial search results:
"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."
This shows that the discount percentage is not off the original rate of the hotel itself, but rather off the median rate from its class. So while the $149 per night was not 45% off the Sofitel's actual rate, it was 45% lower than the median hotel of its category in the area.

With hot rates, once a reservation is confirmed, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking.
Based on the information above, we will not be issuing a refund. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is in regards to your business practices. Your option for a 5 star hotel in Copacabana was removed once I brought this up with your customer service agent right after he hung up with me and later the crossed out rate changed to $192 and the savings % dropped. If your company truly stands by the claim of the median price hotel, this should have been explained when I called and not removed from your site. The fact that once the issue was brought up your company tried to hide the mistake and take it off as an option is poor business practice. The issue of your horrible customer service is being addressed here at all.
Final Business Response /* (4000, 9, 2015/06/22) */
June 22, 2015
[redacted] St [redacted] XXXXX
RE: Revdex.com Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the additional opportunity to address your concerns sent through the Revdex.com, regarding your stay at the Sofitel Rio de Janeiro Copacabana. As stated in your letter, your complaint stems from Hotwire's business practices and our customer service. We regret any frustration this has caused you.
Here at Hotwire we strive to clearly show how we get our savings. In order to achieve this, we have provided this information on the same page as our deals are presented on. Our rates and inventory are dynamic, which means they do change on a regular basis. We do make sure our information is up to date and shows current information.
We strive to have excellent customer service, and we apologize that we didn't live up to that expectation in this case. We appreciate your business, 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.
Our decision for this matter has not changed, and we will not be changing or refunding your reservation.
Sincerely,
[redacted]
Corporate [redacted] Relations
Hotwire Corporate Office