Hotwire

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 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

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.)

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

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

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

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]

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

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

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

Complaint: [redacted]I am rejecting this response because: My 2 address associated with my financial institution account used to attempt to make reservation was provided via your website. The information was accurate and correct, I continued to receive error messages even after speaking with 1 of your customer service representatives on March 14, 2017 at approximately 9:15pm and March 15, 2017 at 4:15am. With the 6 transactions representing the multiple attempts to make a reservation per customer service since they no longer have can make over the phone reservations.  Sincerely,[redacted]

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]

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23, 2015
[redacted]
[redacted] Drive
[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 Quality Inn & Suites - Goodyear. I understand you are dissatisfied with your recent hotel reservation, specifically with the star rating and sleeping arrangements. As such you are requesting a full refund.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. 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.
Regarding the number of beds, we service two types of hotel reservations: Hotwire Hot Rates(r) and Hotels. For Hotels, the 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. Because our Hotwire Hot Rates(r) are final reservations, 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; such as bed type. While we ensure the property will accommodate the number of guests provided for sleeping, we are unable to guarantee any specific bed type. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hotwire Hot Rate(r).
I have called the hotel to verify the type of bed that you will be getting and as per [redacted] your reservation is for two queen beds which can accommodate the number of people in your reservation.
Based on the information above, I am unable to honor your request for refund.
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 Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with the business's response because I feel as if they found a "loophole" in the system. They say they have rooms that can accommodate 4 people for example but it is only 1 bed. They expect people to sleep on the ground and then claim it can sleep 5 people. To me that is inexcusable. In this case I will accept the response because my father already booked a hotel at the same location. I am still dissatisfied with the business though because I feel like they are falsely advertising 3 or 4 star hotels and then you receive a small 2 star hotel. To me that is not fair or right. I appreciate the actions and response from the Revdex.com but still dissatisfied with Hotwire and the way they have handled this.
-[redacted]
Final Business Response /* (4000, 9, 2016/01/05) */
January 05,2016
[redacted]
[redacted] Drive
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding a hotel in Quality Inn & Suites - Goodyear hotel near Phoenix International Raceway. I regret you remain dissatisfied with your Hot Rate(r) hotel, specifically with the star rating of the property and sleeping arrangements provided by our partner. As such, you are requesting a full refund.
We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. We are confident the current 3.0-star rating of this property is an accurate reflection of its overall quality.
Please also advised that all rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. 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. Our partners will do their best to make your stay as comfortable as possible.
As I review your account, we confirmed with [redacted] that your reservation is for two queen beds which can accommodate 2 people in your reservation.
Based on the information above, my decision has not swayed. I am unable to honor your request for a refund.
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

Initial Business Response /* (1000, 5, 2016/01/12) */
January 12, 2016
[redacted]
[redacted] Dr Apt **
[redacted]
In response to Revdex.com case number XXXXXXXX,
Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to...

address your concerns as sent through the Revdex.com regarding your reservations with La Quinta Inn & Suites Collinsville. I understand that you were not able to utilize the second night on one of your reservations as the hotel record only show confirmed booking for one night. Therefore, you are requesting refund on both reservations.
According to our records, we were able to confirm the situation when you initially contacted Customer Care on November 14, 2015. As such, we attempted to resolve this by rebooking you into a different hotel and cover any difference in rate for the new hotel. Or refund the unused portion of your reservation plus 25 Hot Dollars. However, you declined and choose to stay on the other reservation with the permission of the hotel.
Allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. I apologize for the inconvenience this situation has caused you. While our Hot Rate(r) bookings are non-refundable in origin, I am willing to extend an exception to refund the night that you were not able to utilize in your reservation. A refund in the amount of $45.48 was processed back to your Visa ending in [redacted]. It typically takes 1-2 business days for the funds to return to your financial institution. Furthermore, it is up to your financial institution as to when the funds will be available for use.
Please accept our sincere apologies for the inconvenience this situation created along with a credit of 25 HotDollars. We have applied 25 HotDollars to your account under [redacted]@gmail.com. Hot Dollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) car and Hot Rate(r) hotel reservations. These Hot Dollars are valid for up to one year, expiring on January 12, 2017.
Based on the information provided above, I am unable to honor your request for a full refund
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

May 2, 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]. I understand you are dissatisfied for not being able to receive a refund for your reservation after you sent your proof of documentation.   After careful consideration, I honored your full refund in the amount of $63.49. Please note, refunds take one to two business days for Hotwire to process and is up to your financial institution as to when the funds will be available for use which typically takes five to seven days.   We appreciate your business and look forward to serve your travel needs in the near future.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

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, 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

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, 5, 2015/12/23) */
December 23, 2015
[redacted] Circle
[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 Holiday Inn San Francisco International Airport. I understand your dissatisfaction stems from the refund request which was initiated in November.
We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate reservations.
Upon further review, I learned that an insurance claim was sent to our Research Team to verify. I checked the documents and find it valid. While our reservations a typically non-refundable, based on my findings I feel a full refund is warranted. We processed the refund and it typically takes 1-2 business days for the funds to return to your financial institution. From there, it is up to your financial institution as to when the funds will be available for use.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office