Hotwire

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, 2015/06/08) */
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.)

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

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

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, 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.

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

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]

Complaint: [redacted]
I am rejecting this response because:Hotwire's response to my complaint is not satisfactory. I paid for a hotel room in downtown Ottawa that would accommodate 4 guests (2 adults and 2 children), and I did not receive what I paid for. Hotwire's attempt to relocate us to a different hotel was not satisfactory because (i) the hotel was not in downtown Ottawa - it was in a different city altogether, and (ii) the alternate hotel room would not accommodate the 4 guests in our party (I understand a crib is not guaranteed, but we had no opportunity to find a travel crib for the baby as the relocation was last-minute, and a baby cannot sleep in a queen sized bed). I understand that Hotwire does not guarantee the type of bed. But it does guarantee that the room will accommodate the guests indicated in the reservation. The room we were given with one double bed and very small square footage was, according to the hotel, meant for one guest only and did not accommodate 2 adults and 2 children. Yes, we were offered 2 extra beds, but those extra beds only fit in the room as a last resort, when we had no other choice and we had exhausted all other options (i.e., Hotwire was unable to relocate us to a suitable, alternative accommodation), and we moved furniture out of the room. Having to move furniture out of the room to accommodate all guests in the party does not seem reasonable to me, and it is not a situation that I paid for when I made the booking.
Sincerely,
[redacted]

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.

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]

Complaint: [redacted]
I am rejecting this response because:They refuse to recognize the issue is that they did not send a follow up email with confirmation information like every other booking service I've ever used. If I received this email I would caught it and cancelled it since I paid for their $5 cancellation protection. I also never received an email that I successfully signed up as a user for the first time. I logged in the next day and had to reset my password just to see what hotel I got and all other confirmation info. This is ridiculous how they treating a first time customer. They won't even offer to give me a discount or credit for next time or return my $5 which does absolutely nothing. I understand that they keep saying this is a Hotwire rate discount and I'm getting a great deal and clicking book means I've booked it. However, I also with that expected a follow up email.
Sincerely,
[redacted]

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

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]

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;

Complaint: 1[redacted]I am rejecting this response because: Hotwire continues to refuse to release the recording of the call that is the basis of this complaint (in which the customer service representative tells me that no reservation exists and I should not be charged). I would appreciate the Revdex.com to intervene at this point, as Hotwire is refusing to address the issue, but instead sending circumferential replies. Sincerely,[redacted]

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.

Initial Business Response /* (1000, 5, 2015/08/14) */
August 14, 2015
[redacted]
[redacted] Dr
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX

Dear Ms. [redacted]
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your recent booking...

with Hotwire. You state in your correspondence that you would like a refund due to the hotel booking not being all inclusive and the rooms not being able to sleep the number of guests booked. We regret any frustration this situation [redacted] have caused.
The information you have provided in your letter to Better Business failed to access a Hotwire account, Please provide us with the email address you used to make this booking, the name of the hotel, the dates booked, the Itinerary number (if you have it), or the phone number you listed on the hotwire account, to assist me in accessing your Hotwire account.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,

[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reservation is under:
[redacted]
Hotwire Intinerary#: XXXXXXXXXX
Hotel is booked under All Inclusive and we have been told from Hotwire Manager & hotel that All inclusive is not guaranteed. If this is the case then the hotel should be listed under regular resort. there is a category for this. we paid 184/pp. there are 2 adults and 2 1yr olds. we were also told we would have two beds and could get cribs but the cribs don't have mattress'. We can not travel across country with no place for the children and adults to sleep.
Final Business Response /* (4000, 15, 2015/08/26) */
August 26, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Fiesta Americana Grand Los Cabos All Inclusive Golf & Spa on August 30, 2015 in Cabo San Lucas, Mexico. We understand that you inquiring about the bed type assigned for your upcoming stay. You are seeking a refund and cancellation if you do not have a double room assigned. We regret any frustration caused by this situation.
Hotwire has contacted Fiesta Americana Grand Los Cabos All Inclusive Golf & Spa on three occasions, and each time a front desk representative has been able to locate the reservation. As explained in our previous response, the hotel will do their best to provide a double room, however, per the Terms of Use agreed to upon booking we cannot guarantee this room type.
Prior to completing the reservation and providing payment for the reservation, customers are provided the Term of Use for the booking, which state in part:
All bookings are final. No refunds, changes or transfers.
Rooms sleep the number of guests. Number, type and size of beds aren't guaranteed.
A review of the reservation shows when booked, it was indicated that you had read, understood, and agreed to these Terms.
Because of the above information, Hotwire will not be cancelling or refunding this reservation.
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
Final Consumer Response /* (4200, 21, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not accurate because your website didn't state the type of bed. In fact, I wasn't made aware of the bed type until after I called Hotwire after the reservation was made. This prompted my concerns. I would never pick a hotel that was not accommodating to my party. Secondly, Hotwire did not disclose this information. Once again, please confirm based on your previous reps statement that we will be provided two double beds. Otherwise, the hotel doesn't accommodate the our party as guests. Thanks!

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