Hotwire

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, 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

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

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

XXX - XX Street **
[redacted]
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your...

correspondence with Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Holiday Inn St. John's Government Center. Specifically, your mother has passed [redacted] and you would like Hotwire to accept the documentation that has already been submitted. As such, you are requesting that we change company policy to better accommodate your situation. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Here at Hotwire we understand that unforeseen events can happen; as such we have policy in place to accommodate situations like the one you have unfortunately experienced. We do however require specific documentation to be submitted for our records.
Based upon your contact with our customer care team and the information provided above please understand that we will not be accepting the documentation that has already been submitted. When you have access to the required documentation please include your itinerary number and fax it to our research team at (XXX) XXX-XXXX. 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

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, 2015/10/31) */
October 30,2015
[redacted] XXXXX
[redacted]
Dear [redacted],
In response to Revdex.com case number XXXXXXXX
Hotwire Itinerary number XXXXXXXXXX
We are writing this letter in response to Hotwire through the Better Business...

Bureau regarding the hotel reservation that you have with the Red Roof Inn & Suites Detroit-Lincoln Park in Detroit, Michigan.
I understand your dissatisfaction stemmed from the fact that you were billed again by the hotel and you were unhappy with the room with the condition of the room received. We apologize for the inconvenience this has caused.
I called the hotel on your behalf and was able to speak to [redacted], the Hotel Manager she confirmed that you did use the hotel reservation, [redacted] also stated that you were already refunded by the hotel last October 15 for the double billing issue, she also informed us that the pool heater was damaged and as a from of compensation ,they provided you a One night VIP Pass [redacted] give you a VIP Pass [redacted] All Red Roof Hotel Branches. Please contact the property at (XXX) XXX-XXXX if you have questions.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care
Hotwire Corporate

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, 2016/01/05) */
January 5, 2016
[redacted]
[redacted] N [redacted]
[redacted] AZ XXXXX
In response to Revdex.com case number XXXXXXXX, Itinerary number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau regarding your recent HotRate(r) hotel reservation. I understand you are dissatisfied as your Hotwire account has been deactivated. As such, you are requesting a refund and reactivation of your Hotwire Account.
After review and careful consideration, Hotwire has determined that its decision to deactivate your account were warranted. Unfortunately, your transaction falls outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your booking.
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.
Please be reminded that prior to completing your booking, you selected a box stating that you read, understood and accepted Hotwire's Terms of Use.
We employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint first and foremost was intended to get Hotwire to refund $121.54 that was double-billed for a hotel reservation.
Hotwire has completely ignored the primary complaint in my submission and rather focused on, the much less important, secondary request to have my account reinstated. I FULLY ACCEPT HOTWIRE'S DECISION NOT TO REINSTATE MY ACCOUNT.
Now, can I please have my money back for the hotel room that I paid for twice?
From Hotwire response:
"I understand you are dissatisfied as your Hotwire account has been deactivated. As such, you are requesting a refund and reactivation of your Hotwire Account."
No, no, no.
I am requesting a refund NOT because of the deactivation of my account (this is preposterous as I stayed at the hotel satisfactorily). I AM requesting a refund because I was billed for a single stay two times.
I fear that my complaint was machine read as there is no way that a live human being could have summarized my complaint leaving out the core issue of DOUBLE BILLING. Either that or this is an intentional attempt at obfuscation; either way, this is a poor show Hotwire. I expected much better from you.
Please READ the complaint. I have included all of the details for both payments.
Final Business Response /* (4000, 9, 2016/01/29) */
January 29, 2016
[redacted]
[redacted] N [redacted]
[redacted] AZ XXXXX
In response to Revdex.com case number XXXXXXXX, Itinerary number XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with the Revdex.com regarding your HotRate(r) hotel reservation. I understand you are dissatisfied with your recent booking as your Visa card and PayPal account were both charged for $121.54. As such, you are requesting to refund the charge on your Paypal account.
The reservation you were trying to book using your PayPal account did not go through. The credit card utilized to book this reservation, in your case, your PayPal account was not charged. Your financial institution is holding funds for an authorization with the anticipation of Hotwire transmitting a sale which, as stated above, will not be processed. This authorization hold will expire after a few days as determined by your financial institution, and the funds will be incorporated back into your account's available credit.
As previously mentioned, your account has been deactivated by our Risk Management team. As such, all further contacts regarding your account must be addressed with Risk Management at (XXX)XXX-XXXX.
It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is final. If the decision is final, you will likely not receive a call back from that department. I understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation.
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 /* (2000, 11, 2016/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Again, Hotwire is displaying a level of obtuseness that is mind-boggling. The PayPal charge DID go through. Multiple Hotwire statements to the contrary will not change this fact.
I went back to PayPal to file a complaint with the Revdex.com-prompted letter from Hotwire. PayPal filed a complaint on the 4th, my account was credited by Hotwire on the 5th.
I consider this matter resolved.

May 30, 2017
 
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-[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 [redacted] is requesting that Hotwire honor the price online. On May 26, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect the customer does not have an active flight reservation and was not charged.
 
Hotwire works from a live inventory and prices and/or availability can fluctuate.  The flight reservation is not confirmed, until it is ticketed.
 
Hotwire strives to provide the highest level of customer service. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.
 
The customer must book at the current rate.
 
 
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, 2016/01/26) */
January 26, 2016
[redacted]
[redacted] St.
[redacted], ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email [redacted]@aol.com
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com regarding your Hotwire bookings. I understand you were dissatisfied with your previous reservations, as you disagrees with the ratings of the hotels you booked.
We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.com. 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.
To further clarify, if the majority of our customers don't agree with the star rating of a particular hotel, we will lower the rating. Vice versa, if a large percent of our customers think the star rating should be higher, we may then raise the hotel's rating. Allow me 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.
We at Hotwire, strive for clarity in our web site. Upon selecting a Hot Rate option, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed. We clearly call out on the Web site hotel brands featured in the Star Ratings Guide do not represent Hotwires complete offering of hotel partners in this star rating category. Allow me to assure you, it is never our intention to mislead our customers.
If you have a specific reservation that you would want us to look at, please feel free to contact our Customer Care at 1-866-HOTWIRE (XXX-XXXX). We will gladly assist you.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

July 27, 2017
 
[redacted]
1210 Ego Dr.
Crestview, FL 32536
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with [redacted]. I regret you remain dissatisfied with the previous information we provided.
 
As previously mentioned, you booked a Hot Rate® type of a reservation. It means that you booked a deeply discounted hotel rate. In exchange, you reservation is non-refundable, non-cancellable and non-changeable.
 
In addition, we strive for clarity during the booking process. After searching for a hotel on our site, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed.
 
At this time, we remain confident our business model is meeting the needs of our company’s goals. As we continually review and update the star rating of each property, we are confident the ratings accurately reflect the hotel’s overall service, accommodations and facilities.
 
Based on the information above, our decision remains the same. We are unable to honor your refund request.
 
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, 2015/10/27) */
October 27, 2015
[redacted] Shore
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire as sent...

through the Revdex.com, regarding your booking with the Apartamentos Camino del Prado. I understand you are dissatisfied with your recent Hotwire booking and you are asking us for a refund because you do not agree that the Siegel Slots and Suites is a 4 star hotel.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. At Hotwire, 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.
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.
Please allow me to clarify our policies regarding smoking and smoke free rooms. In order to ensure a customer is guaranteed a non-smoking room, we recommend booking a hotel listing smoke free as an amenity. If a property list this amenity, it means the entire room is non-smoking. If the amenity is not listed upon booking, the determination on whether a customer is able to obtain a non-smoking or smoking room is based on the hotel's availability.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable 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 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
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This booking was NOT even a hotel. No international nor local star rating would even consider this close to any 4-star rating nor even fit the definition of a hotel. There is no check-in desk or any front desk. You have to meet a random person from the agency at a designated time within a 15-minute window or the representative will leave. In addition, I had to sign a shot-term lease agreement for an apartment (again, not a hotel). There were no housekeeping available with my stay. You can even view other people's comments on trip advisor which will confirm this is not a hotel. I did contact customer service prior to the booking and the representative was unhelpful. At the very least, this option should not be available as a HOTEL from Hotwire.

Initial Business Response /* (1000, 5, 2015/06/10) */
June 9, 2015
[redacted] N [redacted] St **
[redacted] XXXXX
RE: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Thank you for the opportunity to address your concerns sent through the Better Business...

Bureau, regarding your Hot Rate hotel reservation with the Quality Inn. As stated in your letter, you did not intend to finalize your booking. As such, you are requesting a full refund. We regret any concern this [redacted] have caused.
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our HotRate hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete.
Because exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking path. That map defines the area in which the hotel can be located. In your case, the area selected was "Greater Downtown Denver, Colorado" I assure you the Quality Inn is located within the green shaded map defining that area.
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 for the booking and are therefore generally don't refund hot rate bookings.
Based on our correspondence on 06/08/15 we have decided to process a full refund for this booking. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

April 24, 2018
[redacted]
 
Dear [redacted],
 
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Las Vegas,...

Nevada.
 
I understand you’re dissatisfied with the handling of your recent Hot Rate hotel reservation. Due to a change in travel plans you needed to cancel this reservation. You contacted Hotwire Customer Care and were told a change is not possible. As such, you feel our non-refundable policy is unfair and are requesting a full refund.
 
On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and Hotwire Standard Rates. For standard rates, hotel details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee. Our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundable. These restrictions enable our partners to better manage their unsold rooms.
 
After reviewing your reservation, I confirmed you booked a Hot Rate hotel. We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. Regardless of whether or not the booking is used, we are charged and for this reason, are unable to refund this reservation.
 
On the final page of the HotRate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions.
Based on the information provided above, my decision remains the same; I am unable to honor your refund request. In addition, this concern is already been addressed with you through a phone call. This is our final message regarding this matter.
 
Our goal is to exceed your expectations; we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
 
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/10/12) */
October 12, 2015
Revdex.com
serving San Francisco Bay Area and Northern Coastal CaliforniaComplaint Department
Re: Expedia Case #: O-XXXXXX
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] Fritter (Revdex.com case number XXXXXXXX) regarding a flight reservation. We understand the customer is requesting a refund for their flight reservation. On October 12, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint. The customer could not be reached and a voicemail was left.
Our records indicate on August 26, 2015, the customer self-booked a non-refundable flight reservation, itinerary number XXXXXXXXXXX, on the Hotwire website. Travel was departing September 8, 2015, on Air France, from San Francisco, California to St. Petersburg, Russia and returning on October 3, 2015. We can confirm the customer contacted us on September 5, 2015, requesting a refund and was advised of the change and cancel policies set forth by Hotwire and Air France.
Upon researching this matter, we can confirm the customer agreed to the fare rules upon purchase, which advised the tickets were non-refundable, non-exchangeable, and nontransferable. Additionally, No flight or route changes were permitted.
Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by vendors. As Air France was the merchant of record and the company that charged the customer's credit card, Hotwire is subject to the rules and restrictions of the vendors whose services we sell. We act only as an intermediary for their product and do not have the authority to override or to change their policies. Based on Air France cancellation policy and terms and conditions agreed upon, we are unable to provide a refund of the flights.
On October 12, 2015, we advocated on the customer's behalf with Air France and were advised as the tickets were the most restrictive type of fare, they were nonrefundable, nonchangeable, and nontransferable; no refund was authorized. Air France did state the only exemption to this policy would be in the event of the death of the passenger ** family member. Hotwire was advised the customer tickets are now lost value.
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, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very disappointing to see that Hotwire is VERY unprofessional in handling cancellations for customers with extenuating circumstances.
As a frequent Hotwire customer in the past - I know now, I should NOT be ever using HOTWIRE again!!!
First, NO voicemail was left on October 12 by Hotwire, as the company states.
Second, we been offered previously a full refund as a credit with Air France, which is NOT to our satisfaction.
We request once again a FULL refund credited back to our way of payment for the trip.
Thank you,
[redacted]
(XXX)XXX-XXXX
Final Business Response /* (4000, 11, 2015/11/03) */
Nov 2, 2015
Revdex.com
serving San Francisco Bay Area and Northern Coastal CaliforniaComplaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted]. We regret to hear that the customer did not accept our response and/or resolution offered.
We have further researched Ms. [redacted]'s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to accede to Ms. [redacted]'s request of a refund.
As stated previously, Air France was the merchant of record and the company that charged the customer's credit card, Hotwire is subject to the rules and restrictions of the vendors whose services we sell. We act only as an intermediary for their product and do not have the authority to override or to change their policies. Based on Air France cancellation policy and terms and conditions agreed upon, we are unable to provide a refund of the flights.
Fare rules and refund policies are solely governed by Air France themselves and Hotwire does not have authority to override or modify their policies, as Hotwire is a third party travel intermediary.
Upon researching this matter, we can confirm the customer agreed to the fare rules upon purchase, which advised the tickets were non-refundable, non-exchangeable, and nontransferable. Additionally, No flight or route changes were permitted.
Our records indicate the customer has been advised of Air France's change and cancel polices on several occasions, including during a call on September 5, 2015.
As previously stated, we advocated on the customer's behalf with Air France and were advised as the tickets were the most restrictive type of fare, they were nonrefundable, nonchangeable, and nontransferable; no refund was authorized. Air France did state the only exemption to this policy would be in the event of the death of the passenger ** family member. Hotwire was advised the customer's tickets are now lost value.
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, 13, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is VERY disappointing to realize that companies are so insensitive these days. It is too sad that a person with medical emergency has no protection for being careful with their health. It is devastating to hear that elderly people have their money taken like that, and there is nobody to protect their rights.
I guess at this point, we'll take the credit offered to us earlier with the Air France. Please instruct us on how to use the credit in the future.
In a future, we'll make sure to NEVER use intermediaries for any flight/hotel/car reservations! They ONLY like to profit and not to take responsibility for anything.
We are VERY disappointed with the encounter with Hotwire!
Thank you

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23, 2015
[redacted]
[redacted] Drive
[redacted] XXXXX
RE: Revdex.com Case number: XXXXXXXX
Itinerary Number: XXXXXXXXXX & XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns, as sent...

through the Revdex.com, regarding your car bookings with Sixt picking up July 14, 2015. We understand that you are requesting to cancel one or both of these car bookings due to no authorizing either booking. We regret any frustration this [redacted] have caused.
We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
After reviewing your reservation, we see the type of rental you booked is a Hotwire HotRate. These types of rentals are deeply discounted, and as such, are booked as final and non-refundable. The Hotwire booking process is a long and relatively complex one, requiring customers to enter the primary driver's name and billing information. Next, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the booking. If any of these steps are omitted, the booking cannot be completed.
Once a booking has been completed, we send out an email confirming the booking details to the email address on the account. As the first booking had been completed on June 14, you would have received an email confirming that booking.
Based upon the previous information, we will not be honoring your request for a refund. 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.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I certainly understand their "corporate policy" and that it sounds like they have procedures in place to try and prevent problems, clearly they are not foolproof. I have no acknowledge of any email sent for the first booking but did receive an email for the second booking which is why I IMMEDIATELY called and logged onto my hotwire account and was STUNNED to see TWO bookings for the same time period. What proof can you provide that I made these reservations? I NEVER Authorized anything and wonder where you have HIDDEN the exploitation that once this fair is booked its NONREFUNDABLE? As far as I knew, I was only getting a quote. I am not sure if there was a GLITCH that day on your APP (first quote reservation) where it went through, but again, I never authorized this. Bottom line I have a need for a single car rental that week for my family. I do not have a need for TWO care rentals that week. To me, it sounds like all you care about is keeping the money. IF that is case then at least offer an UPGRADE or something for my almost $600. I have spoken to SIXT and they are more than happy to accommodate this (they see the value in being able to rent out a second car and realize it will be a net profit). I don't understand your hardline stance on this and why you wouldn't at least cancel 1 of these duplicate reservations that AGAIN WERE NEVER AUTHORIZED. My Credit Card company has both of these transactions in dispute and listed as Fraud. I am protected by them with a purchase guarantee so if all you really want is money (instead of doing the right thing by the customer), then I encourage you to find a solution here. In my opinion, you are not acting like a company that cares about its customers and the minimal cost of doing the right thing here should outweigh the NEGATIVE press, reviews and other social media problems.
Final Business Response /* (4000, 9, 2015/07/05) */
July 5, 2015
[redacted]
[redacted]
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Numbers: XXXXXXXXXX and XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Car bookings at the McCarran International Airport. Specifically you are stating that you did not make these reservations, that you were not advised that they were nonrefundable, and that Sixt offered you a refund; as such you are requesting a refund totaling $251.58. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
As stated in previous correspondence, our records indicate that these Hot Rate Car reservations were not made by an agent. The Hotwire booking process is set up in such a way as to make our policy as clear as possible. It requires customers to enter the primary driver's name and billing information as well as acknowledge they have read, understand, and accept the Hotwire Terms of Use prior to finalizing the booking. If any of these steps are omitted, the booking cannot be completed.
Hotwire bookings require that customers agree to our Terms of Use before they are able to be finalized. The first bullet point states that "This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees." You agreed to these Terms of Use when making both reservations.
You stated that Sixt offered you a refund of one or both of your reservations; as such we have reached out to them to verify the offer. Sixt has stated that they do not offer any refunds to customers that book using a third party and that the most they would have advised is for you to reach out to the company you made the reservation through.
Based upon the information above and our previous correspondence we will not honor your request for a refund. 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, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, you are misrepresenting the facts to justify your policy. I ADVISED Sixt of the fraud and alerted them that I did not make or authorize these reservations. They directed me back to Hotwire to resolve the problem. Bottom line I didnt knowing make or authorize final reservations (seriously why would I book two car rentals for the same week come one now). Fortunately my credit card company recognizes this as fraud and that my intention was never to book any reservation. I certainly understand your corporate policy and your position but trust me,I will NEVER use Hotwire for anything and I will make sure every person I speak to understands the greed, and poor business practices. You should be ashamed of yourself, taking advantage of a family of 4 who struggles every day to have ends meet. I seriously dont understand how you can sleep at night.

March 15, 2017
 
[redacted]
 
In response to Revdex.com case number 12033252, customer email address [redacted]
 
Dear [redacted],
 
I am writing in response to your inquiry to Hotwire and the Better Business...

Bureau regarding your hotel reservation. I understand you are dissatisfied with your hotel reservation because of the condition of the hotel. As such, you requested a refund.
 
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information:
 
- First and last name of the Primary guest.
- Email address used to complete this reservation.
- 10-digit Hotwire Itinerary Number.
 
Once we receive this information, we will be able to search further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Dear [redacted],
I regret you remain dissatisfied with the handling of your past Hot Rate hotel reservation. I understand you feel you were not adequately informed about the “Low Price Guarantee” before completing the booking. You are requesting to be compensated for the difference and for us to change our business model in correlation to our savings policy.
 
There are several places on Hotwire.com where we communicate our “Low Price Guarantee” policies. We address questions about this in our Help Center located at the top of every page in the right hand corner.
 
At Hotwire we take pride in is being able to provide the lowest guaranteed rates for our Hot Rate hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details, such as specific savings must remain anonymous until the booking is complete. Therefore, our product offerings may not always meet the needs of every traveler. We remain confident our business model is meeting the needs of our company’s goals.
In the event you need any kind of help in the future, we recommend contacting Hotwire Customer Care at [redacted]) to inquire further. Our associates are available 24-7 and are dedicated to answering any questions a customer may have before or after they make a reservation.
 
As such my decision remains unchanged, and I am unable to honor your request to provide you with any compensation. Our goal is to exceed your expectations; we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
 
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Good Afternoon, In regards to complaint number [redacted], I have received an update to my original complaint. On May 3, 2016, I received a full refund from the company,Hotwire.com and an apology for the company not booking me with what was asked of them. Please update my file to reflect this. Thank you,

March 27, 2017
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for ta[redacted] 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 see[redacted] further actions from you.
 
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting a refund. On March 17, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on March 4, 2017, the customer self-booked a one-way Hotwire Bargain Fare flight reservation for [redacted] and [redacted]. Travel was on United Airlines, departing Albany, New York to Tucson, Arizona, via itinerary number [redacted]. The customer is stating they canceled the flight reservation; however they have not received the refund.
 
Hotwire Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Hotwire customers. Once you complete your purchase the airline and exact flight details will be revealed in your itinerary.
 
Tickets are nonrefundable, nontransferable and cannot be changed or cancelled.
 
Upon further researching this matter, we can confirm on March 6, 2017, the customer contacted Hotwire to change the flight. Hotwire offered to cancel and rebook the flight reservation.
 
On March 24, 2017, the customer contacted Hotwire inquiring about the refund. The customer advised that they received an email advising they would be refund. Hotwire confirmed the email did advise that the customer would be refunded.
 
Hotwire issued the refund in the amount of $ 583.24 back onto the original form of payment; which is a Visa ending in [redacted].
 
Hotwire has confirmed the customer’s credit card or bank has received the refund on March 27, 2017, and the fund transfer confirmation number:[redacted].
 
Hotwire request that the customer contact their credit card or bank to confirm 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