Hotwire

Initial Business Response /* (1000, 5, 2016/01/26) */
January 26, 2016
[redacted]
[redacted] St.
[redacted], ** XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email [redacted]@aol.com
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

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

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

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

through the Revdex.com, regarding your car bookings with Sixt picking up July 14, 2015. We understand that you are requesting to cancel one or both of these car bookings due to no authorizing either booking. We regret any frustration this [redacted] have caused.
We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
After reviewing your reservation, we see the type of rental you booked is a Hotwire HotRate. These types of rentals are deeply discounted, and as such, are booked as final and non-refundable. The Hotwire booking process is a long and relatively complex one, requiring customers to enter the primary driver's name and billing information. Next, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the booking. If any of these steps are omitted, the booking cannot be completed.
Once a booking has been completed, we send out an email confirming the booking details to the email address on the account. As the first booking had been completed on June 14, you would have received an email confirming that booking.
Based upon the previous information, we will not be honoring your request for a refund. We appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I certainly understand their "corporate policy" and that it sounds like they have procedures in place to try and prevent problems, clearly they are not foolproof. I have no acknowledge of any email sent for the first booking but did receive an email for the second booking which is why I IMMEDIATELY called and logged onto my hotwire account and was STUNNED to see TWO bookings for the same time period. What proof can you provide that I made these reservations? I NEVER Authorized anything and wonder where you have HIDDEN the exploitation that once this fair is booked its NONREFUNDABLE? As far as I knew, I was only getting a quote. I am not sure if there was a GLITCH that day on your APP (first quote reservation) where it went through, but again, I never authorized this. Bottom line I have a need for a single car rental that week for my family. I do not have a need for TWO care rentals that week. To me, it sounds like all you care about is keeping the money. IF that is case then at least offer an UPGRADE or something for my almost $600. I have spoken to SIXT and they are more than happy to accommodate this (they see the value in being able to rent out a second car and realize it will be a net profit). I don't understand your hardline stance on this and why you wouldn't at least cancel 1 of these duplicate reservations that AGAIN WERE NEVER AUTHORIZED. My Credit Card company has both of these transactions in dispute and listed as Fraud. I am protected by them with a purchase guarantee so if all you really want is money (instead of doing the right thing by the customer), then I encourage you to find a solution here. In my opinion, you are not acting like a company that cares about its customers and the minimal cost of doing the right thing here should outweigh the NEGATIVE press, reviews and other social media problems.
Final Business Response /* (4000, 9, 2015/07/05) */
July 5, 2015
[redacted]
[redacted]
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Numbers: XXXXXXXXXX and XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Car bookings at the McCarran International Airport. Specifically you are stating that you did not make these reservations, that you were not advised that they were nonrefundable, and that Sixt offered you a refund; as such you are requesting a refund totaling $251.58. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
As stated in previous correspondence, our records indicate that these Hot Rate Car reservations were not made by an agent. The Hotwire booking process is set up in such a way as to make our policy as clear as possible. It requires customers to enter the primary driver's name and billing information as well as acknowledge they have read, understand, and accept the Hotwire Terms of Use prior to finalizing the booking. If any of these steps are omitted, the booking cannot be completed.
Hotwire bookings require that customers agree to our Terms of Use before they are able to be finalized. The first bullet point states that "This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees." You agreed to these Terms of Use when making both reservations.
You stated that Sixt offered you a refund of one or both of your reservations; as such we have reached out to them to verify the offer. Sixt has stated that they do not offer any refunds to customers that book using a third party and that the most they would have advised is for you to reach out to the company you made the reservation through.
Based upon the information above and our previous correspondence we will not honor your request for a refund. We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Final Consumer Response /* (4200, 11, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, you are misrepresenting the facts to justify your policy. I ADVISED Sixt of the fraud and alerted them that I did not make or authorize these reservations. They directed me back to Hotwire to resolve the problem. Bottom line I didnt knowing make or authorize final reservations (seriously why would I book two car rentals for the same week come one now). Fortunately my credit card company recognizes this as fraud and that my intention was never to book any reservation. I certainly understand your corporate policy and your position but trust me,I will NEVER use Hotwire for anything and I will make sure every person I speak to understands the greed, and poor business practices. You should be ashamed of yourself, taking advantage of a family of 4 who struggles every day to have ends meet. I seriously dont understand how you can sleep at night.

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.

Final Consumer Response /* (2000, 5, 2015/12/11) */
EMAIL FROM CONSUMER:
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Friday, December 11, XXXX X:XX AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
Thank you for contacting me.
I...

have been able to speak to a representative from Hotwire and we have resolved the issue.
Please remove this complaint.
Thank you.
[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]

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

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

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

April 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

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

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.

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27, 2015
[redacted] Shore
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire as sent...

through the Revdex.com, regarding your booking with the Apartamentos Camino del Prado. I understand you are dissatisfied with your recent Hotwire booking and you are asking us for a refund because you do not agree that the Siegel Slots and Suites is a 4 star hotel.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. At Hotwire, we want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
Please allow me to clarify our policies regarding smoking and smoke free rooms. In order to ensure a customer is guaranteed a non-smoking room, we recommend booking a hotel listing smoke free as an amenity. If a property list this amenity, it means the entire room is non-smoking. If the amenity is not listed upon booking, the determination on whether a customer is able to obtain a non-smoking or smoking room is based on the hotel's availability.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on the information provided above, I am unable to honor your request to refund your reservation.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This booking was NOT even a hotel. No international nor local star rating would even consider this close to any 4-star rating nor even fit the definition of a hotel. There is no check-in desk or any front desk. You have to meet a random person from the agency at a designated time within a 15-minute window or the representative will leave. In addition, I had to sign a shot-term lease agreement for an apartment (again, not a hotel). There were no housekeeping available with my stay. You can even view other people's comments on trip advisor which will confirm this is not a hotel. I did contact customer service prior to the booking and the representative was unhelpful. At the very least, this option should not be available as a HOTEL from Hotwire.

May 30, 2017
 
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case #: O-[redacted]
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Hotwire regarding an issue from our customer.  We...

appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand [redacted] is requesting that Hotwire honor the price online. On May 26, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect the customer does not have an active flight reservation and was not charged.
 
Hotwire works from a live inventory and prices and/or availability can fluctuate.  The flight reservation is not confirmed, until it is ticketed.
 
Hotwire strives to provide the highest level of customer service. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.
 
The customer must book at the current rate.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
[redacted]
Corporate Customer Service

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

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

Initial Business Response /* (1000, 5, 2015/06/14) */
June 14, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your car rental booking with Payless, scheduled for pick-up at the George Bush Intercontinental Airport (IAH) on [redacted] 31, 2015. We understand that you were dissatisfied with your booking, as the total charged was higher than the estimate provided at the time of booking. We regret any concern or frustration this [redacted] have caused.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
With Hotwire there are two different types of rental car rates, prepaid and standard. The reservation you made was the latter; this type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total, to be paid to the agency at the counter. As there can be additional add-ons and services that car agencies offer at the time of pick up, opting to include these extras can alter the original estimated total that Hotwire provided.
To better understand why there was a difference in your totals, we contacted Payless directly at the George Bush Intercontinental Airport and spoke with Angela. She advised us that you chose to add their roadside assistance to your rental, a service that was charged at $5.49 per day. Your reservation was for four days, which added $21.96 to your total. At $10.00 per day, the total daily rate was $40.00; with taxes and fees of $46.23, your total paid to Payless for this rental was $108.19. The roadside assistance added with Payless would explain the difference between your Hotwire estimated total and what you paid to the rental agency.
We hope this addresses any concerns you [redacted] have had regarding your rental with Payless. If you have any additional questions or concerns, 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, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am looking at my invoice and even after declining all additional services they still charged me for roadside service protection. I was still laughed and lied to by your representative.
Final Business Response /* (4000, 9, 2015/06/24) */
June 24, 2015
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental booking with Payless, scheduled for pick-up at the George Bush Intercontinental Airport (IAH) on [redacted] 31, 2015. We understand that you were unhappy with the level of service you received when you contacted Hotwire Customer Care by phone. We regret any frustration this [redacted] have caused.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
If you have any additional questions or concerns, 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, 2015/09/16) */
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

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