Hotwire

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

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

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]

July 21, 2017
 
[redacted]
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with [redacted] Marianna, FL. I regret you remain dissatisfied with our previous response.
 
Upon further review, our records indicate that you specifically confirmed a 2.5 star property and did not find any error from our end.
 
As previously mentioned, we make sure to point out booking details such as reservation dates, location(s), and star rating along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details.
 
If you claim that you booked a 3 star hotel. You may send us a documentation that supports your claim for review. You may send it as an e-mail attachment to [redacted]. The review process may take seven to 10 business days and we will reach out once we completed.
 
At this time, our decision to not refund your reservation remains final.
 
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

March 24, 2016[redacted]In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]1Dear [redacted],Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Lincoln Motel. I understand you...

are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the star rating, as you feel the property was falsely advertised in our site. As such, you are requesting a credit to your Hotwire account.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.At Hotwire we take pride in being able to provide the lowest guaranteed rates for all of our products. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts, we promise our partners reservations will be used as originally booked. For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold inventoryOn 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.Based on the information above, I am 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 RelationsHotwire Corporate Office

July 27, 2017
 
[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 Fort [redacted]r Hotel and Conference Center. I understand you were promised a refund once you booked a new reservation from your end. As such, you requested a refund of the original reservation.
 
Please allow us more time to look into this matter. Once we have completed the investigation, we will reach out to you with a resolution.
 
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,
[redacted]Customer Care RelationsHotwire Corporate Office

March 8, 2017
[redacted]
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your recent car reservation with Ramada Monument Lodge. We sincerely apologize for the trouble this is causing you.
 
Please allow us more time to complete your refund. I understand the time this is taking is less than ideal. I can assure you this is not typical with Hotwire. I will contact you as soon as we get your refund issued.
 
For the experience, I applied 25 HotDollars in your account under [redacted]. 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 one year.
 
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

Initial Business Response /* (1000, 5, 2015/11/26) */
November 26, 2015
[redacted]
[redacted] St
[redacted]
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 Better...

Business Bureau regarding your reservation with Novotel Toronto Vaughan Centre. I understand you are dissatisfied with your recent hotel booking because you were charged in USD as you expected to be billed in CAD. As such, you are requesting a refund.
After checking your account, I confirmed you booked the reservation on our Mobile Application for the Android. Our Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed in.
At Hotwire, we strive for clarity on our Web site. Because customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, and airport location(s) along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details.
As stated in your letter, you received the email receipt showing the charges in CAD. In that case, we are more than happy to review the information you received. In order to do so, kindly send an email attachment to [redacted]@hotwire.com with the copy of the email receipt you received. Upon receipt, we will be able to fully review and process the necessary action for your claim.
Again, we thank you for the opportunity to address the issues that have been brought to our attention.
We appreciate your business and regret his Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will send an attachment of my receipt to customer support...but I will not accept any other resolution other than the refund of the difference from cnd to usd.
Final Business Response /* (4000, 17, 2016/01/22) */
January 20, 2016
[redacted]
[redacted] St
[redacted]
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 Novotel Toronto Vaughan Centre. Thank you for sending the additional information to review your refund request.
As previously discussed, as our customers are charged at the time of booking, our reservations are non-refundable. Our Mobile App requires a customer to proactively change the currency they wish to be billed in. After further review, the documents we received do not confirm that the reservation was booked in CAD.
Based on the information provided above, my decision has not swayed. I am unable to honor your request for a refund.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 20, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is clear that hotwire is content with losing long time customers. This whole dispute is over $40 Canadian and it appears that this amount is the breaking point where the company says "hold up here... We will go bust if we approve this refund".
I still believe I am right and will do everything in my power to fight this.
I don't agree with this resolution and that they will not sway from their opinion that I am wrong.
I won't be happy until I get my refund

Initial Business Response /* (1000, 5, 2015/10/14) */
October 14, 2015
[redacted]
[redacted] Ave
[redacted]
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing this letter in response to the case that you have filed against...

Hotwire through the Revdex.com regarding the unpleasant experience that you had with your hotel reservation onSeptember 6, 2015 at Villa Lutèce Port Royal in Paris France. I am aware that you experienced issues during your stay that resulted in not staying at the hotel due to the poor condition of the room and the star rating of the hotel which fell below your expectations.
I regret the frustration and inconvenience this situation has caused you and we appreciate the fact that you took time to express your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect.
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Ratehotels. Our target audience is the flexible traveller looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings [redacted] not always meet the needs of every traveller.
After further review, we are issuing a refund for the amount of CAD 841.48 plus a credit for 125.00 in Hotdollars as compensation. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and hotel reservations. Your HotDollars are valid for up to one year, expiring on October 13, 2016.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am extremely satisfied with Hotwire's response to this issue. Hotwire did due diligence in following up with the hotel and raising my concerns to them. At the end, they confirmed that my concerns regarding the low quality of the hotel were valid and issued me a full refund in addition to $25 Hotwire credit per my reservation night. Their response time to the issue was very timely and the agent calling me to resolve the issue was very polite.

Complaint: [redacted]I am rejecting this response because: I have proof of the amount I was to be charged.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/01) */
August 1, 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 booking with the [redacted]. We understand that you did not use this reservation, and are seeking a full refund for the charges. We regret any inconvenience this situation [redacted] have caused.
At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Hotels do not offer refunds for Hot Rate(r) reservations, because once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred.
When doing a booking with Hotwire, you are asked to provide the booking details for the room reservation. Hotwire asks that you review this information, when you provide the billing information. In order to complete the booking, you selected a box stating you read, understood and accepted the Terms of Use described above.
In consideration of the above information, we are not able to honor your request for a refund.
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait times. 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.
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, 2015/08/01) */
August 1, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with the Dollar car rental. We understand that you were expecting to pick up the car at the Kona Airport, but the car was reserved at a different location. As such you are seeing reimbursement for your alternate rental. We regret any frustration this situation this situation [redacted] have caused.
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.
Because Hotwire strives to find the best rate available at the time of booking, we offer both airport and local pick up locations for your consideration. We provide the address for the location prior to booking, and recap the information on your email confirmation.
In order to secure our low rates, our agreement with our car rental agency partners is reservations will be used as booked. For this reason, reservations cannot be changed or transferred. The reservation you booked is not prepaid and so, while no changes can be made to the reservation details, it [redacted] be cancelled without penalty. You can then book for your preferred details.
In consideration of the above, we are not able to honor your request for any compensation for this reservation.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Did not provide the requested compensation.
I am done with Hotwire.
I will never use them again.
I will also continue to warn others about them.
Final Business Response /* (4000, 9, 2015/08/09) */
August 9, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your car reservation with Dollar for July 9, 2015. We understand that you are seeking reimbursement due to expecting your car rental to be at Kona Airport, though the car was reserved at an off-airport location. We regret any frustrations this [redacted] have caused.
As previously mentioned, Hotwire offers two different types of rental car rates, one is prepaid and the other is 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.
Because Hotwire strives to find the best rate available at the time of booking, we offer both airport and local pick up locations for your consideration. We provide the address for the location prior to booking, and recap the information on your email confirmation.
In order to secure our low rates, our agreement with our car rental agency partners is reservations will be used as booked. For this reason, reservations cannot be changed or transferred. The reservation you booked is not prepaid and so, while no changes can be made to the reservation details, it [redacted] have been cancelled without penalty. You can then book for your preferred details.
Based upon the information mentioned above, our answer remains the same and we will not be honoring your request for reimbursement. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no proposed resolution.

Initial Business Response /* (1000, 5, 2015/06/04) */
June 4, 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 the Atlantic Oceanside Hotel & Conference Center. We understand that you were unhappy with your reservation, as a friend paid less than you through another travel site, and you were placed in building five on the first floor, rather than the main building where the amenities were located. You also state that the wifi signal was bad, and the hot water lasted only a short time. We regret any discomfort or frustration this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation; however, we are confident we have the lowest rates available. This is backed by our Low Price Guarantee, which provides a refund in the amount of the difference to customers who find a lower rate on another travel site within 24 hours of booking with Hotwire.

We do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodated. Our partners will do their best to make your stay as comfortable as possible. If there is an issue on arrival, we ask that call us immediately, so we can work with the hotel to meet your needs. Though we regret that you were unhappy with your stay, our options to assist you are limited by the fact that it was after the reservation was complete that you contacted Hotwire. If you ever arrive to a hotel and have issues that need to be addressed, we ask that you contact Hotwire immediately. We are here 24 hours a day seven days a week to assist you.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
In consideration of the above, we are not able to honor your request for a refund of this reservation.
We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

November 24, 2016
[redacted]
2[redacted]
Sidney, OH 45365
 
In response to Revdex.com Complaint ID 1[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 [redacted] Elizabethtown. I understand you are dissatisfied with your Hot Rate® Hotel reservation, as you feel misled with the amount of savings you received. As such, you are requesting a refund.
 
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. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 2.5 star [redacted] in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention.
Additionally the following statement is disclaimed at the bottom of the page during the booking process, which expressly states as follows:
"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. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees. Hotwire is different from retail travel sites. With Hotwire you enter the date and location. Hotel revealed only after booking."
While we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee does provide a refund in the amount of the price difference to customers who find a lower total than the Hotwire total until 48 hours before check-in, contingent the claim is from a source outside of Hotwire.com.
After review, I confirmed our Travel Specialist processed the refund of $9.74 upon confirmation of the legitimacy of the Low Price Guarantee claim on November 16, 2016. Refund typically takes 1-2 business days for the funds to return to your account. From there, it is up to your financial institution as to when the funds will be available for use.
Based on the information above, I am unable to honor your additional refund request.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

March 17, 2017
[redacted] F [redacted]
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your car reservation Hertz. I regret you remain dissatisfied with the information we previously provided.
According to our records, you booked a Car reservation. In Car bookings, you see the name of the car rental company and the price before you book the car. These bookings can be for downtown (city) and Airport locations. In these cases, Hotwire makes a reservation for you with the rental car company and estimates the charges based on published rates, taxes, and fees. Your account will not be charged when the reservation is made. Charges will be billed by the rental car company when you return the car. These reservations may be cancelled at any time without penalty.
As previously mentioned, we strive clarity on the site, for the type of your reservation, we provide booking details which include the address of your rental agency which is off airport. We are unable to validate the error through the screenshot you provided as it does not show it was the actual page before your confirm the booking, and also your booking was for a full size car.
In addition, we sent an e-mail confirmation of your reservation at the time your booking was completed. This is another way for a customer to review the details of your reservation. While the reservation is cancellable, the booking was fully utilized.
Based on that information, our decision to not honor your refund request remains final.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

March 30, 2016[redacted]In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]Dear [redacted],Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your Hot Rate(r) hotel...

reservation at The Colonnade. I understand you are dissatisfied with your recent hotel booking, as you were charged more than what was quoted in your trip summary. As such, you are requesting a refund or credit of the difference in rates.We at Hotwire strive for clarity on the site. We provide information regarding the different details of the reservation such as reservation dates, times, location, number of night, and total amount to be charged. This is to make sure and give flexibility to our customer if they will proceed with the booking. As we work with live inventory, our rates fluctuate based on availability. Rates are dynamic and vary based on date of booking, length of stay and hotel class. However, we lock in the rate for our Customer once the booking is confirmed. Please allow me to assure you your case is not typical of what our customer can expect when booking hotel reservation with Hotwire.Upon review of your account, I confirmed you were charged a total of CAD 896.96 and was advised to send a screenshot that can validate your claim of being quoted CAD 640 prior to booking. Without documents confirming a website error occurred, I am unable to review your situation any further for compensation or reimbursement. Based on the information above, I am unable to honor your request for a credit of the difference in rates until we receive valid documents.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 RelationsHotwire Corporate Office

April 4, 2016[redacted]In response to Revdex.com case number [redacted],Hotwire Itinerary [redacted]Dear [redacted],I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your Hot Rate(r) hotel reservation in Best Western Des Plaines Inn. I...

understand you are dissatisfied with your recent hotel reservation because you were advised that room was sold out and hotel would not honor the Hotwire rate. As such you are requesting for a full refund. 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 website, 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 and for this reason are unable to refund Hot Rate(r) hotels.Unfortunately, this issue does occur occasionally in the hotel industry. In such situations, we ask our partners to do their best to accommodate customers into a different hotel. We recognize this situation is less than ideal and do our best to work with both customers and car partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our partner to find out that the property is oversold and unable to re-accommodate, we understand we need to take care of our customer.I contacted the hotel, spoke with [redacted] and he confirmed that you did not arrive at the property and was tagged as no show. Based on the information above, I am unable to honor your request for a full refund. Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

September 12, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted]
 
Dear [redacted]r,
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your failed booking attempt. I...

understand you are dissatisfied because of the funds held for a booking that could not confirm. As such, you are requesting a compensation.
 
At Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed which is a normal process in the banking industry. Since your attempt could not be completed, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies.
 
We are able to assist a customer in getting a pending hold release potentially expedited. In order to do so, we must contact the customer’s financial institution to inform them we will not be collecting the funds held for the failed booking attempt. Based on the financial institution’s policies, they may or may not honor our request to expedite the release. You may contact Hotwire to request a 3 way call with your bank. We are available 24/7 at 1 [redacted].
 
Based on the information above, we are unable to honor your request as we did not charge you for this transaction.
Best regards,
[redacted]Customer Care RelationsHotwire Corporate Office

Complaint: [redacted]
I am rejecting this response because:I do not believe this representative was not able to find my reservation. I have spoken in depth on two different dates to customer service representatives that only needed my email or phone number. I am not sure what is going on but I spoke with team supervisor ID #[redacted] on 10/29/17 at 9:11pm for 27 minutes. That was the day after my hotel stay when I noticed there was an unauthorized charge pending from Hotwire on my credit card. This team supervisor would only give me the letter TIN as her name. She would not give me her real name. I explained the situation and she told me that she saw where [redacted] tried to apply Hotwire dollars to the second hotel reservation before charging my card on 10/28/17. I told her that [redacted] told me several times because I asked twice about being charged only the $119.39 from the previous reservation. I did not at anytime give [redacted] permission to charge my credit card anymore than $119.39. The team supervisor said she would have to get the call reviewed from the conversation with [redacted] even though she saw that I was not supposed to be charged more than $119.39. The team supervisor tried to offer me Hotwire dollars instead of the money that they were not authorized to take from my card. If these recording get deleted, we will know there is definitely a scam brewing at Hotwire. I will spend every cent I have to fight this on principal alone to show Hotwire and other businesses that they cannot get away with breaking the law. This is despicable. I am disgusted. Since you would like to pretend that you cannot see my reservations. I would gladly provide this information to you. Initial hotel reservation that was refunded [redacted]2nd reservation - Hilton hotel reservation [redacted] I, [redacted], made the initial reservation online. I was refunded the initial reservation amount. [redacted] assisted me with a new reservation over the phone the date of my reservation, 10/28/17, because of the problems I had experienced at the initial hotel. She searched for a hotel and told me that a comparison would cost more but Hotwire would take care of the difference. She told me she was applying the difference and I would not be charged anymore than $119.39. My email address is [redacted]Now you cannot say you do not have my information. I am highly surprised that a customer service representative can easily pull up my information while a Customer relations representative cannot. I am flabbergasted. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with the Town Motel, on August 12, 2015 in Daly City, California. We understand that you are unhappy with the Hot Rate(r) you booked, and are seeking to change locations. We regret any frustration this situation [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. 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 for all hotels in the same neighborhood, with the same star rating and for the same stay dates on leading retail travel sites in the last 24-48 hours. 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.
Hotwire partners with a variety of hotels that include independent properties as well as chains. The hotel brands displayed on our star rating guidelines serve as examples only; Hotwire does not guarantee you will stay in one of the hotels listed. All the hotels are individually rated. Star ratings across travel site factor in the location, amenities offered and other unique characteristics for each hotel.
We do not discriminate between "motels" and "hotels" in our partners. Initially, motel rooms had doors that faced the parking lot, making coming and going especially easy. Today, this [redacted] or [redacted] not be the case, as some motels now have inward-facing doors that connect to common areas. As we strive to find the best deals for our customers, both hotels and motels are listed in our inventory.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
If you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at 1-866-HOTWIRE (XXX-XXXX) so that we [redacted] work with our hotel partner to resolve the issue. We are available 24 hours a day, seven days a week to assist you; we hope to have the opportunity to better serve your travel needs in the near future.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I get same answers when I wrote directly to them so what is the difference of Revdex.com? Just forwarding messages? If you can check booking sites for same dates for same hotel there were no hot rate or deal. Or this place is equivalant to mentioned önem. If Revdex.com is just forwarding messages without any research please advice me an authority which will do research on the subject and deal with the problem. Thanks.
Final Business Response /* (4000, 11, 2015/08/19) */
August 19, 2015
[redacted] XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear [redacted],
We are writing in response to your additional correspondence through Revdex.com regarding your hotel reservation at the Town Motel, for check-in August 12, and check-out August 15, 2015. We regret you remain dissatisfied with the handling of your situation. Specifically, you feel that the Town Motel doesn't merit for 2 stars.
As the previous agent already reiterated, there is no standardized calculation for the star rating, we use our customer feedback as a main contributor to rate our hotels. We first incorporate Expedia's star rating for the hotel, and based on our customer reviews the rating can be increased or decreased. Given those two factors, the Town Motel is a 2.0 star hotel on Hotwire.
At this time, we remain confident our star-rating system is meeting the needs of our customer's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. That is why we advised you to call us if you check-in to the hotel and it didn't meet your expectations. However, these issues were not brought to our attention at the time of your reservation; therefore we did not have opportunity to help resolve them.
Based on the information above, we are unable to honor your request for rebooking. We appreciate your business and regret your Hotwire experience was anything less than exceptional.
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.