Hotwire

March 22, 2016Revdex.comSan Francisco Bay Area and Northern CoastalComplaint DepartmentRe: [redacted] Case #: [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 Ms. [redacted] is requesting a refund or a flight credit. On March 15, 2016, we received the Revdex.com complaint.Our records reflect on March 11, 2015, the customer self-booked a flight reservation for [redacted], and [redacted], using Hotwire.com. Travel was on United Airlines, departing June 9, 2015, from Wichita, Kansas to Guadalajara, Mexico; returning on June 20, 2015, from Guadalajara, Mexico to Wichita, Kansas. The customer is stating they were advised they would have a flight credit and were also advised they would have to pay for the change fees and any fare difference.Upon further researching this matter, we can confirm on January 3, 2016, the customer contacted Hotwire, needing to rebook their flight using a flight credit. Our agent was unable to verify the ticket information the customer provided, as the record locator was no longer in our system. While the agent was confirming the ticket information, the agent advised the customer there would be a change fee in the amount of $200.00 per person, plus any fare difference. The customer advised the agent they purchased the travel protection. Our agent was able to verify the customer's reservation did not include the travel protection. The customer disagreed, requested the agent to process the exchange without charging her the fees, our agent advised the customer Hotwire cannot waive the fees. The customer disagreed. No further action was taken.In reviewing Ms. [redacted]'s booking process, the travel protection was not included in the reservation. Hotwire can confirm the tickets are reflecting as refunded. On March 22, 2016, Hotwire contacted [redacted] on the customer's behalf; they advised the tickets were refunded in the amount of $1,524.87 on March 15, 2015, back to the customer. Hotwire asked the customer to review her billing statements, starting with March 2015, to determine whether her bank or credit card company refunded the amount back to her account. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 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, 2015/12/23) */
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

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.

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, 2015/09/14) */
September 14, 2015
[redacted] Box [redacted] 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 Kolbe Hotel Rome. Specifically, you state that your son was in the hospital during the time of the reservation. As such, you are requesting that we apply a refund for the hotel. We regret the frustration and inconvenience this [redacted] have created, and appreciate the time you took to express your concerns.
Please understand that we have procedures in place in the event of a medical emergency. Documentation on medical letterhead, signed by a doctor must be faxed to us at (XXX) XXX-XXXX showing that the dates of hospitalization overlaps with your dates of travel or that your traveling will cause the condition to worsen.
The first time you submitted the required documentation it was illegible, but the second time it was received we were able to confirm its validity. As such it has been confirmed that a refund has already been provided totaling $568.43. If you do not see the funds on your account we recommend you reach out to your financial institution.
As stated above you have already been provided with a full refund. 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, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

April 21, 2016
[redacted] 
[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 Hotwire and the Revdex.com, regarding your hotel...

reservation in Hilton [redacted]. I understand you are dissatisfied with your recent booking as you were not able to modify your reservation despite getting approval from the hotel. As such, you are requesting a refund.
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 hotel. Regardless of whether or not the reservation is used, we are charged for the booking and typically unable to cancel, make changes or issue refunds.
As we strive for clarity during the booking process, links to the Travel Product Rules and Restrictions, and Terms of Use are provided on the billing page. 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.
I apologize if your experience was anything less than exceptional when speaking with our Travel Specialists. I 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.
Based on the information above, I am unable to honor your request to transfer your reservation at another property in Buckhead or cancel the booking and receive full refund.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
 
[redacted]
Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/06) */
November 6, 2015
[redacted] S. [redacted] Road Unit [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 hotel at the Clarion Inn Garden City in Kansas. I understand your dissatisfaction stems from arriving at the hotel only to find out that they did not have your reservation. As such, you are requesting a full refund.
At Hotwire, we guarantee our partners the reservations will be used as they were originally booked. Once a reservation is booked on our Web site, the confirmation information and our payment details are sent directly to the hotel. Please be assured we provided payment to this property for your booking.
Please be advised, if the hotel does not a copy of the reservation it does happen occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to still accommodate customers at equivalent properties during this situation. We recognize this event is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property does not have a copy of your reservation, we understand we need to take care of our customer.
Upon reviewing your account, I confirmed you contacted our Customer Care on the date of your check in, and we confirmed that the hotel did not receive the copy of your booking. We also verified that the hotel charged you for your accommodation. As such, I approved a full refund of $101.33 back to your account. While we issue our refunds within 1-2 days of processing, it is up to your financial institution's policies on when the credit will post to the account.
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, 2015/06/29) */
June 29, 2015
[redacted] Avenue
[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 Guesthouse Inn and Suites - Pico Rivera, CA. We understand that on arrival to the hotel you were told they were over-booked and were not able to accommodate your reservation. As such, you are seeking a full refund. We regret any frustration or inconvenience this [redacted] have caused.
Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved.

We have processed a full refund to your account, in the amount of $62.85 on June 29, 2015. This amount will be credited back to your PayPal account.
We strive to exceed our customers' expectations, and we regret 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 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

August 1, 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 [redacted] Berkshires. I understand you are dissatisfied with your recent hotel booking as your discount through CouponCabin was not applied. As such, you requested a refund of $14.40.
 
Our records indicate that we did not have any promotional discount advertised through CouponCabin on the date of your reservation, June 18, 2017.
 
As such, we are unable to honor your refund request. Please contact CouponCabin regarding this matter.
 
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, 8, 2015/09/30) */
September 30, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
RE: Hotwire Case O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an...

issue from our customer. We appreciate the Revdex.com allowing us time 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 for Mr. [redacted] (Revdex.com case number XXXXXXXX) regarding a package reservation.
Our records indicate that on August 19, 2015, Mr. [redacted] self-booked a package reservation using Hotwire's website, itinerary XXXXXXXXXXX. The package included flights and hotel accommodations for two travelers. Mr. [redacted] claims he contacted Hotwire prior to completing his booking and was advised the quoted total of $3587.55 is in CAD currency. As the currency of the quoted price was USD, the customer was actually charged CAD4844.31 and is now requesting a refund for the difference of CAD1256.76.
We have verified that during the booking process, prior to the reservation being completed the following disclaimer was provided next to the final price for Mr. [redacted]'s package:
All prices include taxes & fees and are quoted in US dollars
In addition, the following information is provided on Hotwire's website at all times:
How do I change the currency?
Before you start the billing process, you can change the currency for hotels, and car rentals. Simply choose the drop-down menu in the upper-right corner of the page and make your selection. Currently, our flights, vacations and activities are offered only in USD.
We were unable to locate a record or a call recording from the time Mr. [redacted] states he was provided the incorrect currency information; however, Mr. [redacted] provided Hotwire with his phone bill, showing he called Hotwire prior to completing his booking. While we were unable to verify the information provided to the customer during this call, Hotwire is willing to issue a refund for the difference in price as an offer of good faith.
A refund in the amount of USD942.00 (CAD1256.76) was issued by Hotwire on September 30, 2015, back to the original form of payment. The time it takes a refund to post to Mr. [redacted]'s account depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
We thank you for allowing us the opportunity to address the issues, 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 /* (2000, 10, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Revdex.com,
Thank you for taking your time to follow up our case with Hotwire. Hotwire has returned the refund to our credit card and our issue has been resolved. We apprecite your time and follow up.
Best regards,
[redacted]

April 14, 2017
 
[redacted], PA [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 reservation with Rodeway Inn & Suites Windsor, CT. I regret you remain dissatisfied with the handling of your situation given the negative reviews you read online.
 
Upon further review, I found that this property has more great recent reviews than the negative reviews you have shared. This means that most customers who have stayed at the property had great experience.
 
As previously mentioned, regardless of star rating, customers should expect a clean room in working order, if a customer encounters a problem during stay, first work with the hotel and contact us if you need help.
 
Based on the information above, 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

October 4, 2017   [redacted]
[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 Quality Suites Airport Fort Myers. I understand you are dissatisfied with your reservation because the hotel was sold out and did not receive a refund of the reservation.   We apologize for the inconvenience this has caused you. We regret to hear that the hotel was unable to accommodate you at the time of your check-in.   Please allow us more time to look into this matter and we will get back to you.   Should you have questions, or additional information to share, you may send us an e-mail to [redacted] or you may call us at [redacted]. We are open Monday to Sunday from 7:00 AM to 9:00 PM PST.   We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because: It is not that I feel there was a glitch. I was told by one of your representatives that you had problems at that time with the system and that was the reason for the issue. Meanwhile they held my money from both accounts. We tried the transaction twice. Once via phone with a hotwire representative and the second online. Both transactions did the same issue. They held the funds for days and meanwhile we had to pay $50+ per night per each room. I am not expecting anything from them because after speaking to their representative several times they would hang up on me or be very rude. But I did want to report the issue so that it does not happen to anyone else. Sincerely,[redacted]

August 12, 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 reservation with Club Quarters in Houston. I regret you remain dissatisfied with the previous information we provided.
 
We regret to know that our Low Price Guarantee was not mentioned by our travel specialist when you called. Regardless, this information was indicated in our Terms of Use at the time of booking.
 
In addition, I can assure you locked the best rate for this property at the time you booked the reservation. For the experience, I applied 25 HotDollars to 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 on our website, valid for one year.
 
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 Business Response /* (1000, 6, 2015/08/06) */
August 6, 2015
[redacted] Blvd [redacted] XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary #: Not Provided
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns...

as sent through the Revdex.com, regarding a refund for your hotel stay. We understand that you are dissatisfied with your recent experience with Hotwire customer service agents. We regret you experienced anything less than world class service.
We were unable to locate your booking using the information provided in your letter. We do not see any recent booking associated with the email address [redacted].com. In order to address your concern, please provide us with the email address or phone number used at the time the booking was made, and the itinerary number on your confirmation email.
Once we have the above requested information, we will be able to review your account and address the issue you have outlined in your Revdex.com letter.
We strive to exceed our customers' expectations, and we regret 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 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms [redacted]
I find this response utterly bewildering since my complaint concerns the company's failure to respond in a decisive way. They are, despite enormous amounts of data being provided still proceeding in the same way as they have previously.
I would really appreciate if a senior manager at Hotwire could make the effort of calling me instead of constantly hiding behind ill informed call center staff.
The booking reference associated to this booking is as follows XXXXXXXXXX.
Final Business Response /* (4000, 22, 2015/08/31) */
August 31, 2015
[redacted]

[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for again reaching out to us so that we [redacted] further address your concerns sent through the Revdex.com regarding your stay at the Custom Hotel LAX, A Joie de Vivre Boutique Hotel. Specifically, you state that while on hold or when attempting to escalate your calls have been disconnected, that our rates change when you look at them later on a different device, you feel that you have to reach out to us via the Revdex.com to get our attention, and you are claiming that you have not received a refund. As such, you are requesting that we again address your concerns. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to again express your concerns.
We have reviewed your account and have confirmed that on two occasions while you were on hold the call was disconnected, when our agent became aware that you were no longer on the line they reached out to you, however the call from us was not answered. As we have stated in previous correspondence it is not Hotwire policy to disconnect your calls.
One of the ways we are able to procure such low rates is by giving our partners full control over both their inventory and what they charge. This means that the rate we provide is the most up to date possible, but it also means that rates and inventory can be dynamic.
It is regrettable you feel that you need to go beyond our Customer Care team to receive answers to your questions. We hope that this rephrasing of our answers will clear up any miscommunication that has occurred.
If at this time you do not have the refund that has been applied to your account, we encourage you to reach out to your financial institution to find out when they will be releasing the funds to you.
We are glad to have answered your questions in both this response and our previous correspondence. 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 /* (4200, 24, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is clear that you will continue to not address the issues I have raised but instead continue to provide wrong information with regards to dropped calls and avoid answering a direct question with regards to price manipulation.
This is bordering on arrogance, not to me but to Revdex.com, a company that you signed up to in order for consumers to be able to address concerns and bad business practices.
You are using the Revdex.com logo for your own benefit while having no intentions of abiding by Revdex.com policies.
1. Why will you not contact me by phone or let me contact you directly?
2. How will you enable me to prove that what you are claiming about dropped calls is not true?
3. Why are you failing to address my allegations of price manipulation and instead talk about general policies?
Regards
[redacted]

Initial Business Response /* (1000, 5, 2015/10/27) */
October 24, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted]@gmail.com
Dear [redacted],
I am writing in response to your inquiry to Hotwire...

regarding fraudulent transactions. I understand you are seeking more information regarding recent transactions as well as requesting Hotwire to cancel all recent reservations.
Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If a customer feels a fraudulent booking took place, we provide a service permitting a customer to file a fraud report for further investigation. That being stated, submitting a fraud report does not prompt a refund of the booking. Rather, it notifies our Risk Management team potential fraud has occurred. Any request to be reimbursed for the unauthorized charge must be done through the customer's financial institution.
Based on the details provided in your complaint, I wasn't able to trace booking under your email. If you would like to file a fraud report, please contact Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX).
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/11/15) */
November 15, 2015
[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 hotel at the Americas Best Value Inn - Gainesville in Georgia. I understand your dissatisfaction stems from the quality of the accommodation you received from our partner. As such, you are requesting a full refund.
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.
I can assure you we take safety concerns very seriously. Based on your concerns regarding safety issues at this hotel, I further researched the property. I read reviews on numerous sites and while I did find some with concerns of the surrounding neighborhood; I did not find a trend of reviews surrounding safety concerns with the hotel itself from past guests.
Regardless of star rating, 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 at 1-866-HOTWIRE (XXX-XXXX) for further review.
The insurance offered during the booking path is Trip Protection offered by Allianz Global Assistance. Trip Protection covers unexpected events such as medical emergencies, strikes, natural disasters and bad weather. Hotel Protection does not offer coverage for change of plans due to non-emergency situations. When offering the insurance, we provide an overview of the trip protection. We also provide a link to another window where all terms and conditions of the insurance is available to all of our customers. While Hotwire provides an option to book trip insurance during the booking process, stipulations regarding coverage are determined by Allianz Global Assistance. Please understand, the charge for Trip Protection is assessed from Allianz Global Assistance directly.
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

Complaint: [redacted]I am rejecting this response because:I received an email back from the hotel chain and they stated that they refunded Hotwire. So now your telling me that you are keeping my funds that should be refunded Sincerely,[redacted]