Hotwire

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, 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

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, 5, 2015/09/16) */
September 16, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted],
We are writing in response to your additional...

correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Chicago South Loop Hotel. Specifically, you are stating that the hotels free parking lot was full; as such you are requesting a refund totaling $126.46. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Please understand that when we list free parking as an amenity you can expect that free parking will be available. However we cannot guarantee that the parking lot will not reach capacity.
Based on your previous contacts with us and the above information, our decision to not provide a refund will remain unchanged. We regret if 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, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted],
I regret to say I am unable to make sense of your reply. You wrote: "Please understand that when we list free parking as an amenity you can expect that free parking will be available. However we cannot guarantee that the parking lot will not reach capacity."
Since you requested it, I tried. But I do not understand. Really, what does this mean? It's like saying "You can expect that the hotel has an airport shuttle, but the shuttle [redacted] not be running" or "You can expect a pool and gym, but leave room for the possibility that they are under maintenance and not available."
To me, "you can expect parking" means I can rely on parking. This is what I believe the Hot Rate hotel contract with the customer is all about.
Needless to say, I have been to hotels with free parking before. Not only have I always found a spot, but also I have *NEVER* seen another hotel where they give you a parking permit that reads "Yeah, you probably won't find a spot." (I have the permit and can send you an image of it if you'd like. I have paraphrased it a bit, but this is the spirit.) It's simply an insult to the customer!
Here's a quote from your website, under "How can I find a place to stay with specific amenities?" which is what I tried to do. You reply, "You can choose the place you want to stay based on amenities that best suit your needs e.g., pool, in-room kitchen, proximity to golf courses or access to the beach." The website does not say, "However, understand that the description we give is unreliable and you might not get what you pay for."
So what do you mean? How does "please understand this might not work" fit in with your publicly announced mode of operation???
Since it has been proven that you and I do not understand each other, let me attempt to explain my position once again.
1. I choose this hotel for the free parking. I explicitly searched for that, just like your website seems to advise. I paid extra for that amenity. (Free parking is rare in Chicago, and hotels which provide it charge more.)
2. I booked on Hotwire because I trusted your business. I was convinced that, while you do not reveal the name of the hotel, you stand behind your promise of quality. And I was convinced that the list of amenities had meaning.
The result? I had to look for parking on the street. This means I was overcharged and it means I was mislead. It also means that your advertising was false.
I truly do not see what's there to dispute. I paid for a service. I do not receive it. Where's my refund?
Regards,
A. [redacted]
Final Business Response /* (4000, 9, 2015/10/09) */
October 9, 2015
[redacted] XXXXX-XXXX
In response to Revdex.com Case Number XXXXXXXX Itinerary Number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to re-address your concerns as sent through the Revdex.com, regarding your booking with the Chicago South Loop Hotel. We hope that you enjoyed your stay at the hotel. I apologize for the frustration that the free parking situation [redacted] have caused you.
When Hotwire customers search for hotels on the Web site, the search results show information such as Property type, Star Rating, Neighborhood/Location and Amenities offered by each establishment. Customers can then choose the hotel that best suits their needs from the list of hotel options that match their search criteria. Moreover, if an amenity is listed, we guarantee it is found at the hotel.
Upon reviewing your reservation, I confirmed that free parking, is an amenity listed for the hotel you booked. However, as stated in the Hotwire Terms of Use, we are unable to guarantee that the amenities will be in service at the time of the stay. Please understand, some amenities [redacted] be seasonal, unavailable due to renovations or offered on a first come first serve basis.
As such, we will not provide any further compensation.
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. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate Office

April 5, 2017
 
[redacted] Dr [redacted], VA [redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding...

your reservation with Magnuson Hotel Columbia. I understand you are dissatisfied with your hotel booking because the condition of the hotel room fell below your expectations. As such, you are requesting a refund.
 
When booking with Hotwire, customers can expect a clean room in working order. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, you can contact us for help. Because there were no contacts made to Hotwire during your stay, our options were limited.
 
In addition, please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel’s ability to correct any safety matters that may arise at the property.
 
Upon review, we confirmed from [redacted] from the hotel that your room was fully utilized. Because of that, we are unable to honor your refund request. For the experience, I applied 25 HotDollars to your account under [redacted]@gmail.com. One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels, or any Hot Rate® cars, valid up to one year.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

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]

Complaint: [redacted]
I am rejecting this response because it does nothing.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/11) */
November 11, 2015
[redacted] Pl
[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 Hotwire and the Revdex.com, regarding your hotel reservation in Siegel Slots and Suites in Nevada. I understand your dissatisfaction stems as the accommodation provided by our partner was unacceptable. As such, you are requesting for refund, with the total amount of $57.41.
Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that [redacted] arise at the property.
At Hotwire, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review.
I can assure you we take safety concerns very seriously. I checked the details of your booking and confirmed you tried to check in late on the date of your reservation. Please note that hotels have a standard check-in time that we need to follow. This information was also indicated on our website after you complete the booking. Hotwire is not able to guarantee early or late check-in would be an option as this will be based on the hotel's policy.
Based on the information listed above, I am unable to honor your request for a full refund.
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
Initial Consumer Rebuttal /* (3000, 8, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not late for the reservation. There were no hours listed on the contract. If there were hours of operation for this business, I should have been told this information. Please show me were on the contract that this was listed. I also have the Attorney General working on this. Thank you, [redacted]
Final Business Response /* (4000, 10, 2015/11/24) */
November 24, 2015
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Siegel Slots and Suites in Nevada. I understand you are dissatisfied with the previous response. You indicated that we do not include the standard check in time on our hotel partners during the booking process.
On Hotwire, we service two types of hotel reservations: Hot Rate(r) and Hotels. For Hotels, the details are provided prior to booking; 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 Hotwire HotRate(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hotwire HotRate(r).
We need to follow a standard check-in time that our hotel partner provided. The time typically would be in the afternoon. Hotwire is not able to guarantee early check-in.
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.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 12, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no check in times for the hotel that was picked through Hotwire. Very very dissatisfied. I have now hired my attorney [redacted] from Columbus Ohio to proceed with getting my money back. Hotwire is in the wrong and you know that. I will fight due to the principle of the matter.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

May 20,
[redacted]
In response to Revdex.com Complaint ID [redacted]
Dear [redacted]
Thank you for the opportunity to address your concerns as
sent through the Revdex.com, regarding your reservation with [redacted] Hotel in TorranceI regret you remain dissatisfied with the previous
information we provided
As previously mentioned, we strive clarity on our
websiteFor all bookings on our site, whether refundable or not, we provide a
recap of information before a customer can complete a reservationHotwire will
only confirm a reservation with your selected information once a customer agreed
to our Terms and Conditions
I understand you indicated that you did not receive an
e-mail confirmation for your reservationIn cases like this, we recommend
customer contacting Hotwire so we can resend another e-mail confirmationIn
addition, after a customer books a reservation, it will direct them to another
page which discloses the complete details of the reservation that allows them
to review further
Based on that information, our decision to not refund
your reservation remains final
We appreciate your business and regret your Hotwire
experience was anything less than exceptional
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate 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

April 14, 2016[redacted]In response to Revdex.com case number [redacted], Hotwire Itineraries [redacted] and [redacted]Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your recent hotel booking with Ramada Westshore Tampa Airport. I regret you remain dissatisfied with your Hot Rate® hotel as you were charged for an additional fee to get your requested bed type. As such, you are requesting a full refund.
As previously mentioned, we do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. In addition what we guarantee is that rooms will sleep the number of guests, but bed types and sizes aren't guaranteed.
To further investigate, the original room provided by the property can accommodate the number of guests in your reservation. You choose to have it changed to a different room type with different bed.
Based on the information above, my decision has not swayed. I am unable to honor your refund request.
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

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]

Initial Business Response /* (1000, 8, 2015/05/27) */
[redacted] 27, 2015
Revdex.com
San Francisco and Bay Area Northern Coastal
Complaint Department
Re: Hotwire 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 XXXXXXXX) regarding a flight reservation. We understand the customer is requesting a refund of $91.00 which is the difference in cost of the booked itinerary and the quote provided online. On [redacted] 22, 2015, we attempted to contact the customer.
Our records indicate on [redacted] 8, 2015, the customer self-booked a flight reservation on Hotwires website without the assistance of a representative. Travel was for three adults, departing [redacted] 19, 2015, from [redacted] to [redacted] with a connection in [redacted] and returning June 17, 2015 from [redacted] to [redacted] with a connection in [redacted] Total cost of the booking was $3,680.49. The customer is stating he received an original quote of $3,579.00 prior to finalizing the flight reservation and is requesting a refund of the difference in cost.
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. As a third-party intermediary, we work from a live inventory. The flight availability and prices are all provided to us by the airlines. Once a flight is purchased, the airline updates the inventory with the latest availability; thus, prices can change. In addition, we provide a disclaimer that advises ticket prices are not finalized until the tickets are issued.
We can confirm the customer contacted us on [redacted] 8, 2015, regarding the price difference. Our representative advised the customer that while the itinerary reflected a price of $3,579.00, the airline pricing inventory updated to reflect a cost of $1, 226.83 per person for a total cost of $3,680.49. This amount was charged to the customer's credit card. As [redacted] is the merchant of record, i.e. the company that charged the customer's credit card and received the funds, we have no control over their pricing. Hotwire is unable to honor the customer's request for a refund.
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, 11, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that [redacted] from Hotwire does not want to acknowledge the fact that "The website had shown the total to be charged as $3,579.69 and I provided the credit card information on that screen but the final confirmation page after submitting the purchase button showed a charge of $3,680.49." I don't think you can show a price and charge something else on the credit card. In addition, I have not received any communication from Hotwire regarding this issue as stated in their response.
Final Business Response /* (4000, 13, 2015/06/09) */
June 9, 2015
Revdex.com
San Francisco and Bay Area Northern Coastal
Complaint Department
Re: Hotwire Case O-XXXXX
Dear Revdex.com:
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution. On June 8, 2015, we attempted to contact the customer at the telephone number provided in the flight reservation but were unable to reach Mr. [redacted] or a voicemail service.
As stated previously, 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. As a third-party intermediary, we work from a live inventory with the latest availability, thus, prices can change. In addition, the booking and ticket price are not finalized until the ticket is issued. We encourage the customer to contact our customer service department immediately if any problem or discrepancy occurs when utilizing the Hotwire website.
The Terms and Conditions the customer agreed to at the time of booking stated as follows:
LIABILITY DISCLAIMER
The Information, Software, Products and Services published on this Website [redacted] include inaccuracies or errors, including pricing errors. In particular, the Hotwire Companies and Hotwire Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.). In addition, Hotwire expressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty.
As such, we are unable to provide the customer with a refund as requested.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Final Consumer Response /* (4200, 15, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just saying that "did not accept our response and/or resolution" does not make sense when there is no response and/or resolution except saying that "prices can change." Also, please provide me a number that I can call myself and discuss this matter as I am not sure how and why you are not able to contact me. The original matter is a price shown on the screen that we agree to and provide the payment information for but showing a different charge AFTER the payment is processed.

March 21, 2017
 
[redacted]
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted]l,
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding...

your reservation with Novotel Montreal Centre. I understand that you are dissatisfied on the amount of savings you received. As such, you requested a refund.
 
Our records indicate you booked a Hotwire Hot Rate® reservation. In Hot Rate® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate ® reservations are non-cancellable and non-refundable.
 
Allow me to explain how our saving are derived, our crossed-out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. To further clarify, Hotwire compiles a list of the retail rates we have found for all similar 3.5 star hotels in the vicinity chosen for the booking dates requested.  Savings are then calculated based on the median rate found, and thus the crossed-out savings we display represents the retail rate falling at the median. Our website contains the following disclaimer explaining how our savings are calculated for Hot Rate ® bookings:
 
“Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates.”
 
Let me assure you we work with our US and international partners to get the best rates on hotels. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation and that is why we back this up with our Low Price Guarantee, which means before 48 hours of your check-in date, if you do find a lower rate for an identical booking, we’ll pay you the difference between the rates.
 
I understand you were provided with HotDollars by one of our Travel Specialists. Please be informed that it was provided as an exception. One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels or any Hot Rate® cars, valid for a year.
 
Based on the information above, we are unable to honor your refund request.
On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best Regards,
[redacted]Customer Care RelationsHotwire Corporate Office

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19, 2015
[redacted]


[redacted] X XXXXX

RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your...

correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Rodeway Inn [redacted]. Specifically, you state that your original reservation was unauthorized, the hotel has offered a full refund, and that you have received unsatisfactory responses from our customer care team. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Due to the concerns expressed by you we have again reviewed your account and this reservation. The original booking that you mention was not made by an agent and was booked under your name for you.
Once a Hot Rate reservation is made we guarantee our hotel partners that the reservation will be used as booked and payment is sent directly to the hotel. This is one of the reasons we are able to procure such deep discounts, but also why we have the policy of not allowing any kind of change, exchange or cancelation. Since you advised your original customer care agent that the wrong reservation was booked, we provided you with an exception. Once we finalized a new reservation that you agreed upon, we would provide you with a full refund on your original booking. You agreed to this and to our Terms of Use once more and the new reservations was finalized.
You have stated on multiple occasions that the management at the Rodeway Inn Philadelphia has offered you a refund. At this time we have reached out to them on two separate occasions, and both times the hotel staff has advised that no offer of a refund was made to you.
Our customer service is important to us, as such we have reviewed the information that we have provided and have confirmed that it is correct.
Based on the information above we will not provide you with a refund for this booking. We regret if 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, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reject the fact that Orin is deceptive and unethical and states that he has tried to reach out on two separate occasions to speak to the hotel owner/manager [redacted] of the Rodeway Inn because after speaking to [redacted] the hotel owner/manager (of whom Orin was informed that he had to call and ask for directly for this cancellation/refund authorization) [redacted] informed me that he has not received a single phone call from Orin, or any other representative from Hotwire.
I will accept however the fact that I spoke to a very cooperative Hotwire representative today August 21, 2015 who was extremely understanding and cooperative regarding this entire situation and understood it was a case of identity theft and booked online from someone other than myself the card holder from the beginning. This hotwire representative was actually willing to take the time and go above and beyond to reach out to [redacted] the manager at Rodeway Inn who was to authorize the cancellation of the unauthorized booking and refund the complete amount of $125.24. I hope to never have to use Hotwire in the future for any authorized bookings. When a customer calls and reports they have been a victim online of identity theft and has an unauthorized charge to their credit card, customer service reps such as Orin need to take the time to listen and not have such power trips.
Final Business Response /* (4000, 9, 2015/08/27) */
August 26, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Rodeway Inn Philadelphia. Specifically, you state that you were a victim of identity theft and that one of the people you spoke to provided you with misinformation. As such, you are stating that we have acknowledged that this was an unauthorized charge and have provided you with a full refund. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
As stated in our previous contacts, we have reviewed your account and your two most recent reservations. The first reservation was for the Econo Lodge Conway, SC and was booked on your account, using your name, for you. When you called our customer care team you stated that this was not the reservation that you wanted and that you had thought that you had not completed the booking you were looking at. We offered to make an exception for you and make a new reservation.
Once you selected the Rodeway Inn Philadelphia and the reservation was finalized we provided you with a refund for your original booking. We have reviewed the conversation that you had with this agent and can confirm that you requested this reservation and agreed to all of the Hotwire Terms of Use. Due to this we have determined that neither reservation was unauthorized.
Here at Hotwire we strive to only provide you with accurate information at all times. Due to this we have reviewed the conversations you had with all of our agents and can confirm that the information provided is correct and that the hotel was contacted multiple times confirming that at the time no refund had been offered to you.
You have mentioned the hotel has now requested that we cancel your reservation; as such we are happy to have provided you with a full refund for both of your reservations. If at this time you feel that you have had any unauthorized charges we recommend you contact your financial institution. We regret if 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 /* (2000, 11, 2015/08/31) */
To whom it [redacted] concern/ [redacted].,
Please be advised that I got my issue resolved and got a full refund after making one final attempt at calling hotwire.com and speaking to an entirely different representative named Edlyn who was compassionate * understanding and willing to call the Philly hotel to confirm authorization by the hotel manager that a full refund was to be made. Please close the above mentioned case number.
Thank you for your time in this matter.
Sincerely
[redacted] C. [redacted]

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!

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]