Hotwire

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]

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

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

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

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

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

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

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23, 2015
[redacted]
[redacted] Place Apt [redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com regarding your reservation with Grand Palms Hotel Spa & Golf Resort. I understand your dissatisfaction stems from the refund that you have been following up since August.
First, allow me to apologize for the inconvenience this has caused you. I appreciate you took the time to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
To recap our conversation on December 8, 2015, I confirmed the refund was issued on August 18, 2015 and you validated the funds were received on August 20, 2015.
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.
Best regards,
[redacted].
Customer Care Relations
Hotwire Corporate Office

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

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.

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, 13, 2015/12/22) */
December 22, 2015
[redacted]
[redacted] Ave
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com regarding your reservation with Comfort Inn Boston. I understand you are requesting a full refund as you had to cancel your trip due to a family emergency.
At Hotwire, we secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, all reservations are booked as non-changeable and non-refundable.
In review of your account, I confirmed that we had a phone conversation on November 27, 2015. I confirmed that you cancelled your trip due to your grandmother's medical condition. As such, to receive a possible refund, I cancelled and placed your reservation under pending review which cannot be reinstated.
To validate your situation, we require medical documentation from your grandmother's doctor stating you were unable to travel on the specific dates of the reservation. We require the note to be on physician letterhead and must be signed by a doctor. Please send as an email attachment to [redacted]@hotwire.com. Once we receive this documentation, it will take 7-10 business to review the documents for a possible refund. You will be notified via email regarding the outcome of our review.
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, 2015/11/26) */
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

March 18, 2017
 
[redacted] General Delivery [redacted], CA [redacted]
 
[redacted],
 
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 refund.
 
Upon review, I pulled up your Hotwire account using your e-mail address, [redacted]@GMAIL.COM. I was able to find the transaction that did not go through. I learned that the transaction did not go through because the billing address entered was incorrect. One of our Travel Specialists even contacted your bank, and was informed by them that the address was incorrect. At that time you did not want to continue with the booking.
 
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. 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.
 
Based on the information above, we are unable to honor your refund request as we did not charge you for this transaction.
Best regards,
[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/02) */
September 2, 2015
[redacted]
[redacted] Street [redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear [redacted]:
We are writing in response to your...

correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Royal Palm Shorecrest Tower. Specifically, you state that the hotel has a resort fee that you were unaware of and that you disagree with the hotel star rating. As such, you are requesting that we apply a refund. We regret the frustration and inconvenience this [redacted] have created, and appreciate the time you took to express your concerns.
Please understand that when you book with Hotwire you must agree to the Hotwire Terms of Use. One of the bullet points states that "You'll pay the hotel directly for additional charges, like room service or resort fees." We strive to make it clear and advise you that there are fees that the hotel [redacted] charge and that you are responsible for these charges. This is something that you agreed to before finalizing this reservation.
As there is no standardized national or international star-rating system, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stay. Both Expedia and Hotwire have determined that this property is a 4.5 star hotel. We are confident that our star rating is correct for the Royal Palm Shorecrest Tower.
During our review of your account we have found that you have been given an exception to our policy and have been provided a full refund because we value you as a customer. 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 /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am only accepting this because I got my refund. What a poor customer service experience...it is aweful that I had to fo through so much on a birthday with a company who I have used for years.

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

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

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

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

March 25, 2017
[redacted] Rd [redacted], CA [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 failed booking attempts. I...

understand you are dissatisfied because of the funds held for a booking that could not confirm. As such, you are requesting a refund of your hotel reservation.
 
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. 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.
 
Based on the information above, we are unable to honor your refund request as we did not charge you for this transaction.
Best regards,
[redacted]Customer Care RelationsHotwire Corporate Office

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, 2015/08/05) */
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.