Hotwire

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]

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]

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

Complaint: [redacted]I am rejecting this response because: They are needing additional information to help resolve this issue. I have attached the information the required below.
 
Email used at time of booking: [redacted]
Itinerary number:[redacted]Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/14) */
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, 2015/10/31) */
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

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, 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, 2015/12/20) */
December 20, 2015
[redacted] Dr
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted]@gmail.com
Dear [redacted],
I am writing in response to your inquiry to Hotwire and...

the Revdex.com regarding a hotel reservation. I understand you are dissatisfied with your recent Hotwire booking as you indicate that the dates were changed after you complete the booking.
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:
- 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
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
itinerary Number is: XXXXXXXXXXX- Respondent requested the number above but gave no address, email address or other method by which I might provide such information.
Would you please provide the number to them? Thank you.
Final Business Response /* (4000, 9, 2016/01/12) */
January 12, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: O-XXXXX
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 XXXXXXXX regarding a hotel reservation. We understand Mr. [redacted] is requesting a refund. On January 11, 2016 we contacted Mr. [redacted] to acknowledge receipt of their Revdex.com complaint, however there was no answer.
Our records reflect on December 09, 2015, the customer self-booked a hotel using Hotwire.com. Hotel stay was at Holiday Inn Express Hotel & Suites Orangeburg, check-in date December 20, 2015, and check-out date December 21, 2015. The customer is stating there was a site error that changed the dates he had booked for the hotel.
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies prior to finalizing their reservation. Should they encounter any discrepancies or have additional questions, we ask that they contact us immediately.
On December 09, 2015, Mr. [redacted] contacted us requesting to change the dates of the hotel reservation. Our agent contacted the hotel and received approval to make the change to a check-in date of December 10, 2015, and checking out on December 11, 2015. We also determine there was no site error, thus the customer was charged a difference in rate in the amount of $9.72. Upon further research, we later learned the hotel did provide a waiver of the additional charge of $9.72. We apologize for any inconvenience this matter has caused,
On January 12, 2016, a refund in amount of 9.72 was processed back to the customer's original form of payment. The time it takes the refund to post to the customer's account depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
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, 8, 2015/10/22) */
October 22, 2015
[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 hotel reservation in Fitzpatrick Castle Dublin. I understand you are dissatisfied with your recent hotel reservation, specifically with the 4.0 star rating of the property. You feel the star rating is incorrect and you that you were misled on the amount of savings you would receive
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).
Allow me to further clarify how the savings provided on our site was derived. Savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
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.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 10, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This complaint was not against the Fitzpatrick! This was against the Bricktown hotel in Oklahoma City!
The Fitzpatrick hotel in Dublin is lovely and we would stay there again!
Final Business Response /* (4000, 12, 2015/11/16) */
November 15, 2015
[redacted]
XXXXX [redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Bricktown Hotel & Convention Center in Oklahoma. I understand you are dissatisfied with your recent hotel reservation, specifically with the 3.0 star rating of the property. You feel the star rating is incorrect and you were misled on the amount of savings you would receive. As such, you are requesting a full refund.
As previously mentioned, 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.
Also, we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. The star rating of the Bricktown Hotel & Convention Center was most recently evaluated on September 16, 2015 and we are confident the current 3.0 star rating of this property is an accurate reflection of its overall quality.
To address your savings dispute, it is based on actual Hot Rate(r) Hotel bookings made in the previous 12 months as compared with the lowest published rates found on leading retail travel sites. Prices are dynamic and vary based on booking date and length of stay.
Based on that information, our decision is final. We are unable to provide your request for a refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 14, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems like a standard response to any complaint. Hotwire should send an employee to stay there and check it out. HA! We have booked numerous times with Hotwire and never had any issues. I was hoping to help Hotwire end a relationship with a hotel that should not be in business. Buyer Beware of Hotwire!

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because: I provided the date booked the date or reservation being under my name [redacted]. I am unable to respond to Hotwire's response as there is no contact information provided by the responding Hotwire agent responding. My hotel confirmation  [redacted] for [redacted] on May 20th-May 23 (my itin[redacted]). When I called, all agents were able to access and still are able to access this reservation. My phone records indicate how many times I called and was within the valid cancel time frame and notes confirmed by agents that they were refunding.Sincerely,[redacted]
Sincerely,
[redacted]

Revdex.com:I have reviewed the response and if the refund and additional compensation promised are provided as indicated in their response then I am satisfied with our exchange. As requested, I am including the receipt from Hertz showing the $209.77 ($82.90 above Hotwire rate). Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5, 2015
[redacted]
[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 Better Business...

Bureau, regarding your booking with Enterprise in Denver, Colorado on June 30, 2015. We understand that you made other arrangements for a car rental, and are seeking to cancel your Hot Rate(r) car reservation for a refund. We regret any frustration this situation [redacted] have caused.
Hotwire services two types of car rental reservations: Hotwire Hot Rates and Hotwire Retail Rates. With Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Retail Rates can be cancelled at any time without penalty. Our Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundable. We confirmed the type of rental you booked is a Hotwire Hot Rate.
For our great low Hot Rates, we obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as booked, they are willing to offer reduced rates. Once a reservation is confirmed on the Hotwire 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 guarantee payment to the agency, and once the reservation is finalized, we do not have access to Alamo's systems to make changes to the dates.
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
In consideration of the information above, we are not able to refund your reservation as requested.
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, 12, 2015/11/22) */
November 22, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire powered by...

Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted], (Revdex.com case number XXXXXXXX) regarding a flight Gest Price Guarantee and seat assignments for Itinerary # XXXXXXXXXXX. We understand Mr. [redacted] is expressing an issue with the terms and conditions of the best price guarantee and also the way seat assignments are handled between the airlines and our booking process. On November 23, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate the customer accessed Hotwlre.com on October 4, 2015 and self-booked two stand-alone flights from a guest account. The flight booking page on Hotwire.com offers the following information:
Cheap airfare and flight deals
Want cheap ticket on flights starting today? Hotwire has you covered. From domestic and one-way to round-trip and international flights, we work with popular carriers to get the most unbeatable rates available, helping you land cheap airline tickets no matter where you are. It's called our Low Price Guarantee. Whether it's for business or for pleasure, or if you need the best redeye routes to fly nonstop, choose Hotwire for the low prices from participating airlines. And in the unlikely event that you find a lower rate for an identical booking within 48 hours, we'll pay you the difference*. What's not to like? Cheap airline tickets for flights. Fly for less with Hotwire!
Unfortunately, the customer did not submit a request for a price match review and when calling in, did so several days after the eligibility period ended, which was stated in writing when he booked online. Our agents were unable to agree to his request for a refund due to the terms of the promotion not being met.
With regard to seat assignments, the airlines retain total control over the selection and assignment of airline seats. Hotwire Powered by Expedia makes every effort to assign seats to all of our customers, as we do recognize the importance of receiving preferred airline seating. Regrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airline. In these circumstances, seats will only be assigned upon check-in. Customers [redacted] contact the airline directly at any time and a majority of the airlines will assign seats in advance, which [redacted] result in a fee..
Hotwire regrets the service our customer received was less than satisfactory. Comments such as his are read by numerous people within Hotwire and help shape our policies and practices. It is never Hotwire's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available. We would like to assure Mr. [redacted] that his business is important to us.
As a courtesy, due to the customer's unhappiness with the customer service he received, our agent offered to provide his online Expedia account with a $200.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon would be valid for one year from the date of issue and immediately accessible within his account. The customer rejected this offer and did not accept the travel coupon. As the airlines are the merchant of record and collected the customer's flight payments, no refund would be available for the flight, which has been fully utilized. If the customer would like to reconsider the offer of a future travel coupon, he [redacted] respond to this letter providing his Expedia permanent account number, or the email address it was created under, and we will be willing to add the coupon.
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, 2015/10/12) */
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, 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.

Initial Business Response /* (1000, 8, 2015/08/05) */
August 5, 2015
[redacted]
[redacted] Ave
[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 Avis car rental in San Jose, California on July 11, 2015. We understand that when you arrived at Alamo the agency was closing, and you were unable to pick up your car. You made an alternate reservation with Avis, and are seeking the reimbursement for the difference in costs. We regret any frustration this situation [redacted] have caused.
Hotwire has received your receipt from Avis. A refund has been approved in the amount of $24.68 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

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

May 11, 2017
 
[redacted], HI [redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with Four Points by Sheraton at Phoenix Mesa Gateway Airport. I regret you remain dissatisfied with the information we previously provided.
 
Please be informed that during the rebooking process, we can only guarantee the hotel you would receive will have an airport shuttle. However, the location it services, the time of its operation, and other information regarding the said amenity will already depend on the hotel’s policy. Unless a customer proactively provides a specific request to the booking agent, then that’s the time our travel specialist can look into more details about the hotel’s service to make sure your needs will be provided.
 
Based on that information, our decision will remain final.
 
At this time, we remain confident our business model is meeting the needs of our company’s goals. We do place great value on your feedback and will forward your comments for possible future improvements to the Web site.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

April 22, 2016
 
[redacted]
[redacted]
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary 4843914443
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau regarding your reservation with Hertz Car Rental. I understand you were advised not to travel to [redacted] due to your medical condition. As such, you are requesting to change your reservation.
 
Our records indicate that you booked a Hot Rate® Car reservation. In Hot Rate® Car bookings, the pick-up location, car size, and the price of the car are revealed to the customer, but the specific rental agency is not revealed until after the booking is completed. Through this method, Hotwire is able to offer deeply discounted rates to our customers. However, in exchange we guarantee to the car rental companies with which we do business that reservations will be used as booked. As such, Hot Rate® Car bookings are final and cannot be cancelled, refunded, changed, exchanged, or transferred.
 
We do understand some events are beyond the customer’s control and allow for refunds under extenuating circumstances but we do require specific documentation. In your case, since we are unable to change a reservation, we can review for a possible refund, we require medical documentation from your doctor stating you are unable to travel on the specific dates of the reservation. The letter needs to specify you are unable to travel on your reservation dates due to your medical condition. The letter does not need to specify what the condition is. We require the note to be on clinic or physician letterhead only and must be signed by a doctor. You can send the document as an attachment to [redacted]. The review process may take seven to 10 business days from the receipt of documentation.
 
We can also assist with rebooking for the new dates required, just visit our site hotwire.com or contact us at ###-###-####.
 
We appreciate your business and look forward to assisting you further.
 
Best Regards,
 
[redacted]
Customer Care RelationsHotwire Corporate Office