Hotwire

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5, 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 Taj Boston on October 23, 2015 in Boston, Massachusetts. We understand that you are dissatisfied with your reservation, as you do not agree with the 5-star rating. As such you are seeking a full refund. We regret any concern this [redacted] have caused.
We would like to clarify how the star-ratings are assigned. Please understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by source. Our customers play a very large part of the star-rating determination. To determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customers. Our customers provide Hotwire with over half a million hotel reviews every year. If the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the rating. If a large percentage of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's rating. We assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis. Given these factors, the Embassy Suites San Francisco Airport - South San Francisco is listed as a 4-star hotel on Hotwire.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. I am happy to explain 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.
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.
Based on the above information, we are not able to honor your request for a refund.
Hotwire always guarantees a clean and comfortable stay. If you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us so that we [redacted] work with our hotel partner to resolve the issue.
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, 13, 2015/08/27) */
Hotwire keeps saying they use Expedia as their primary source for rating hotels and I repeat again that the Taj is not rated as such on Expedia (nor on Travelocity or hotels.com). And the customer reviews on sites such as Expedia and Tripadvisor basically suggest it is no better than a 4 star hotel, so again there is no apparent reason why only Hotwire would consider it a 5 star hotel. Even Hotwire's customers do not give the same amount of favorable reviews for the Taj as they do for legitimate 5 star hotel in Boston.
And Hotwire also plays fast and loose with the savings they purportedly offer. They shouldn't be allowed to say the price I paid ($199) was a 69% savings on the regular rate when in fact the regular rate on the Taj's website was $295 for the same dates. Just because there was a 5 star hotel (namely, the Ritz Carlton) that had a rate of $645 shouldn't give Hotwire the right to deceive people into thinking that was the price for a lesser rater hotel. I have saved printouts of Hotwire's deceptive listing and can send a photo if needed.
I continue to ask either for a refund or to be given a room in a real 5 star hotel in that same area for the price I paid.
Final Business Response /* (4000, 20, 2015/09/02) */
September 2, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking at the Taj Boston for check-in October 23, and check-out October 25, 2015. We understand you remain dissatisfy with our respond, as such you are requesting a refund. We regret any frustration this [redacted] have caused you.
As the previous agents already stated we are unable to guarantee the amount of savings on every reservation, we based our savings 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. We assure you we work hard to negotiate the lowest rates with our partners. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates.
We are confident in our star rating system; we rely on our customer's feedback, not other travel site. We sent out post stay surveys to all our customers that booked through us. We received 134 surveys back from our customers that stayed at this hotel. This hotel received a recommendation score of 92%, it is rated 4.5 out 5 for the hotel condition score, it is rated 4.6 out of 5 for room cleanliness and quality of service.
Based on the information we have about this hotel, we won't be honoring your request for a refund or rebook you to a different hotel. Our decision remains final. In future if you are looking to be at a specific hotel let's say the Ritz Carlton, we will recommend you to book our standard rate hotel. In that case, you can choose the hotel of your choice. We hope you enjoy your stay, and pleasantly surprised with your experience. We look forward to serving your future travel needs.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 22, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have nothing left to say. I gave specific numbers about hotel rates for that weekend and Hotwire says they're right without offering proof.

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, 2015/06/07) */
June 7, 2015
[redacted] Road
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com, regarding your reservation with the Sofitel New York, booked for the night of June 12, 2015. We understand that you are unhappy with the level of savings you received with this booking. We regret any concern this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. At Hotwire, we strive for clarity during the booking process, and we provide the following disclosure at the bottom of our site:
"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."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
We are confident that Hotwire has the lowest rates available, backed by our Low Price Guarantee. If, within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates.
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.
Based on the information above, we will not be changing your reservation or issuing a refund. 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, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire's reply is totally unhelpful. As I stated clearly in my original complaint, yes, I was fully aware of how Hotwire arrives at the "median rates" it shows as the crossed-out "regular price" with which it tempts its customers into buying so-called Hot Rates. But Hotwire's policy does not in any wat excuse what amounts to bait-and-switch tactics. I was sold a room that supposedly was worth somewhere in the range of $720 at a 77 percent discount; what they delivered, once the hotel name was revealed, was a room that normally costs below $300, at a discount of perhaps 30 percent. Hotwire's practices in rating its hotels and arriving at comparable rates (the "slashed out" rates) mislead customers. If you don't believe me, peruse recent reviews of the Sofitel in Manhattan, posted by Hotwire customers like me. First of all, it is Hotwire itself that formulates its own star ratings, and in some cases it makes mistakes. In this case, no one but Hotwire and its sister company, Expedia, considers the hotel in question, the Sofitel in New York, to be a true 5-star hotel; even the Sofitel hotel company itself rates this hotel as 4-stars! Second, and more importantly, it's absurd to use Hotwire's tricky neighborhood-comparison method in a city, New York, that has some of the most luxurious and expensive hotels in the world. Sure, the Plaza hotel or the Peninsula, in the neighborhood of the Sofitel, might have rooms available for the night of June 12th, 2015, that cost upwards of $600. But that's because those are two of the most expensive hotels in an incredibly expensive market! The Sofitel's rooms cost half that. Let me put this to you another way: Imagine that Hotwire were selling jewelry, not hotel rooms. Imagine that Hotwire showed you a gift box, and said, "Inside this box is a fine piece of gold jewelry, regularly costing about $720, but we are going to sell it to you for $230 a discount of 77 percent!" Wow, you reply, sounds great, I'll buy it! But when the box is opened, you find a very nice silver bracelet that regularly retails for $299. You are outraged! So, you ask: "Wait, how did you arrive at the outrageously exaggerated price of $720?!" And then Hotwire replies, "Read the fine print! This is how we do it! You see, we compare with the gold jeweler next door, and the gold jeweler next door sells pieces for $720!" Huh? This isn't making sense. You say something like, "But this isn't gold, it's silver." Hotwire insists. Hotwire replies, "Well, we can assure you it IS gold. We check every morning to make sure our gold is gold! You need to read our policy." Nonsense, you say. "I've read your policy. But no one thinks it's gold but you. Even the manufacturer says it's silver. And I didn't want or buy silver. I bought gold. More to the point, you said I was getting a discount of 77 percent, but that's a gross exaggeration!!" See what I mean, Revdex.com? If a jeweler engaged in these practices, they'd be arrested for fraud! Seriously, they would. PS: Furthermore, as a final note, when I was contacted by Hotwire's representative to discuss this over the phone, I was dealt more insulting smoke and mirrors. Naturally, the representative explained Hotwire's policy of how they arrive at both their star ratings and their slashed-out prices. Naturally, I explained that, as I'd already written, yes, I was fully aware of their policy . . . but that in this case it was broken, as the hotel rates used as comparisons were wildly misleading. (And, furthermore, the star rating itself was also a mistake, too, though that wasn't even my main beef. I mean, I could stay the Pierre or the Carlisle in Manhattan hotels that are a zillion times more luxe than the Sofitel for only about $360 - $400 per night, and they are, by universal agreement, actually 5-star hotels.) Anyway, the Hotwire representative then started to dish out a bunch of nonsense. He told me that "almost all its customers agree" that the Sofitel in New York is a 5-star hotel because almost all the customers gave it 5-star ratings in their reviews, after staying there. Say what?! I couldn't believe my ears. How misleading. What obfuscation. Hotwire does NOT question guests on whether or not they agree with the hotel's star rating. Sure, Hotwire like all online travel booking sites questions departing guests on how many stars THEY would give the hotel in various areas (from comfort to check-in experience and amenities, and so on). But that is entirely a different thing than a hotel's star rating. The Motel Six in Boise might get a full five stars from 99 percent of its happy customers on the delights of its bed sheets or the selection of breakfast cereals at the morning buffet but that doesn't make the Motel Six in Boise a 5-star hotel. I honestly couldn't believe my ears when the Hotwire representative started claiming that positive guest reviews "proved" the Sofitel was factually a 5-star hotel. And, anyway, that wasn't even my main complaint, which he never addressed, other than to repeat the policy once again, about neighborhood comparisons. My main complaints to reiterate it for the fourth time in writing is that Hotwire sold me a hotel room that it said had a value in the range of $720, but it delivered a hotel room with a value of approximately $300. Bait and switch, pure and simple. Deception of customers, pure and simple. I'm going to pursue this further. And, no, I do not accept the thrice-repeated non-answer from Hotwire. Thank you, Revdex.com, for your help!
Final Business Response /* (4000, 9, 2015/06/22) */
June 22, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the additional opportunity to address your concerns sent through the Revdex.com, regarding the Sofitel New York hotel for June 12, 2015. We understand that you are not happy with the star rating and the savings you received with this booking, and that you are requesting a room in a 5 star New York City hotel with the median rate of $720. We regret any frustration this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. At Hotwire, we strive for clarity during the booking process, and we provide the following disclosure at the bottom of our site:
"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."
This shows that the crossed-out rate refers to the median price of the hotels in that area, not the specific hotel that you got. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
As there is no standardized star-rating we start with Expedia's star-rating and then adjust the rating based upon reviews from our customers after they have completed their stay. We stand behind our star rating system in considering the Sofitel New York a 5 star hotel.
Regardless of Star Rating, we do expect our customers to have a clean room and if after getting to your room, if you find it is not clean, we are here 24 hours a day, 7 days a week to assist you. If there is an issue we will work with the hotel and you to correct the issue.
Based upon the previous information, we have already provided you a 5 star hotel in New York in the median rate mentioned. As such, we will not be making any changes or modifications to this booking.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire keeps repeating the same canned response, without in sny esy actually responding to the substance of my actual complaint. I do not accept their non-helpful, non-transparent, non-explanation. Their actions in this case amount to tricking the customer. Bait and switch. I will pursue this further.

Initial Business Response /* (1000, 8, 2015/08/06) */
August 6, 2015
[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 booking at The World Center Hotel. Specifically, you are stating that you the crossed out rate was not the rate of the room you booked and that you did not get the advertised 70% discount. As such, you are requesting Hotwire provide you with a partial refund. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Here at Hotwire we often advertise amazing deals, this one stated that it could be up to 70% off. Please understand that this is referring to the median rate for hotels of the same star-rating in that area. We do have a Low Price Guarantee that states if you find a lower rate on another website within 24 hours of making the reservation we will pay you the difference.
The median rate is used for the crossed out rates just like with the savings percentage. We do our best to make this clear by stating that our crossed out rates are "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."
Based on the information above we will not be providing compensation for this reservation. 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

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

Initial Business Response /* (1000, 5, 2015/11/09) */
November 9, 2015
[redacted]
[redacted] W [redacted] Circle
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better Business...

Bureau regarding your Hot Rate(r) Hotel booking in Iowa. I understand you are dissatisfied with the location of your previous reservation. As such, you are requesting for full refund, in the amount of $137.08.
We take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) Hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings [redacted] not always meet the needs of every traveller.
Because exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking path. That map defines the area in which the hotel can be located. In your case, the area selected was "West Des Moines - Clive, Iowa." I assure you the Sterling Hotel and Suites - Des Moines is located within the green shaded map defining that area.
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 Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire only addressed reimbursement of funds.I also asked to change my reservations as an alternative and Hotwire ignored that request. It was too late at this time to change reservations since I already completed my trip before the response was received. My biggest complaint is that Des Moines Intl Airport DSM area hotel, 5800 Fleur Drive, Des Moines, Iowa was offered as being available when it was not. The Hotwire employee stated he believed the hotel was being remodeled and is not available. For Hotwire to list a hotel that is not available is false advertising, misleading, and illegal and should be removed from Hotwire selections. If I knew Hotwire did not have that hotel available I would have used someone else to book my reservations. I do this so others do not have to suffer the same experience I went through with Hotwire. Des Moines Intl Airport DSM area hotel, 5800 Fleur Drive, Des Moines, Iowa should be removed from Hotwires listings.
Final Business Response /* (4000, 9, 2015/11/24) */
November 24, 2015
[redacted]
[redacted] W [redacted] Circle
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Sterling Hotel and Suites - Des Moines in Iowa. I understand you are dissatisfied on the results of your booking, as you are expecting a property near the airport. As such, you are requesting a full refund.
We service two types of hotel reservations: HotRate(r)and Hotels. For Hotels, the name of the property, star rating and the amenities offered are provided prior to booking, and [redacted] be refundable; cancellation policies vary by hotel. For all Hotwire HotRate(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. I confirmed the type of reservation you booked is a Hotwire HotRate(r).
I can assure you it is not our intention to mislead its customers. Rather, we strive for clarity during the booking process. The neighborhood we service often stretch beyond one specific district or municipality, we provide a map highlighting a shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. I confirmed that the hotel is within the shaded map we provided during the booking process.
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 hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/12/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire refused to answer the question. The trip was taken and lodging used before they even made a comment. I was not asking for a refund since the trip is over. What I asked is to remove misleading information from their website. Advertising Des Moines Intl Airport DSM area hotel, 5800 Fleur Drive, Des Moines, Iowa when they know it is not available is misleading and illegal. The hotel needs to be removed from their website.

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

Initial Business Response /* (1000, 5, 2015/06/15) */
June 15, 2015
[redacted] Street [redacted]
[redacted]
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns...

as sent through the Revdex.com, regarding your booking with the Best Western Plus Hotel Haaga. We understand that you were unhappy with your reservation, as the hotel was not in your desired location. You state in your letter that you were given a distance from this hotel of zero to 3.1 miles from the Radisson Blu Plaza during your booking process. We regret any frustration or inconvenience this situation [redacted] have caused.
Please understand the distances mentioned on our Web site are derived based on straight-line measurement. While we ensure straight-line distance to be within the miles listed at time of booking, the driving distance from point A to point B [redacted] be farther away. Because Hotwire strives for clarity on our site, all distances are measured from a red pin on the map linked from the search results page used to indicate the location searched. The distances displayed on our site during the booking process were calculated from this red pin.
With a Hotwire great low Hot Rate booking the exact street location is not revealed until the booking is complete. It is important for our customers to review the map correlated to the area called out during the booking process. That map defines the area in which the hotel can be located. Some mapped areas are bigger than others. In your case, the area selected was "Helsinki, Finland." This includes more than just the city of Helsinki. We assure you the Best Western Plus Hotel Haaga is located within the green shaded map defining the Helsinki, Finland area.
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 rooms. We confirmed the type of reservation you booked was a Hotwire Hot Rate. As such, we were not able to honor your request to move to a hotel closer to your desired location.
In the future if you need a very specific location, we recommend that you take advantage of our standard rates. For standard rates, hotel details, including the hotels specific location, are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel. This type of reservation is best used by those who need to be close to a certain location, in this case specifically the Radisson Blu Plaza.
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 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi there,
Thank you for getting back to me, but this is not a response to my objection. This is the same standard response which ignores what I have to say.
I'll repeat once more. I do not dispute the hotel given is in the Helsinki area.
I dispute that the hotel offered is within the required distance from the Radisson Blu Plaza Hotel. I'll repeat, when I booked, your website specifically advertised that the hotdeal hotel would be within 1-3.1 miles of this hotel. This was the deciding factor in my decision. The location was important to me because of proximity to my friends' accommodation.
Upon booking, I discovered that the hotel booked was not within this distance. The offer advertised was false. I have used three separate distance measurers online and they all confirm that Best Western Hotel Haaga, (address: [redacted]) is more than 3.1 miles away from Radisson Blu Plaza (address: [redacted]). To be specific, the distance is over 5 miles travelling over ground (as one has to travel).
Your response is that Hotwire, for some mysterious reason, measures distances point to point on a map, or as the crow flies. I refute this as a reasonable way of measuring distances between places. It is highly misleading to consumers and should be challenged. However, in this instance, even following Hotwire's own method of measuring distances, the two hotels are STILL not within the required 3.1 miles of each other. The distance point to point is 3.5 miles (although I maintain my position that the distance is in actuality, 5.1 miles).
My position is this: I was given a hotel a much greater distance from the location than I was promised. Feel free to check your distance measurements and confirm this. Your advertising was erroneous. The false advertising materially impacted on my choice of hotels. Even once Hotwire were informed of their error, your company refused to put it right and give me a hotel within the distance advertised. My complaint was ignored by your Customer Services. I had no choice but to use the hotel booked. The distance impacted on my trip in a substantially negative way, for one, I am very out of pocket through expensive taxi fares. As a result, I request a refund on my booking. This refund should come from Hotwire, and not the hotel, as it was Hotwire's mis-selling of the deal that has caused the problem.
I have given Hotwire ample opportunity to resolve this issue with me, and while there has been a reply, it has certainly not amounted to an explanation or a response. If this is Hotwire's final position on the matter then could you confirm this please and I'll begin the next steps i.e. contact my credit card company and any relevant consumer/ advertising complaints bodies, with a view to getting them to take up my complaint with you.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2015/06/24) */
June 24, 2015
[redacted]
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Best Western Plus Hotel Haaga. We understand that you were unhappy with your booking, as you were given a distance from this hotel of zero to 3.1 miles from the Radisson Blu Plaza during your booking process. We regret any continued frustration this [redacted] have caused.
The distances provided our Web site are derived based on straight-line measurement. All distances are measured from the starting point information entered (in this case, the address of the Radisson Blu Plaza) to the furthest point of the map within that mapped area. To provide the exact distance would reveal too much information about the hotel. We are able to negotiate these great low Hot Rates with assurance to the hotel that the name and exact location will not be revealed until the booking is completed. This allows hotels to better manage their inventory - without competing with themselves.
We have done a search on the Hotwire site, using the Radisson Blu Plaza address, [redacted], XXXXX [redacted], as a starting point, and the shortest distance provided is between 0.0 to 3.5 miles.
We appreciate your business and hope we have the opportunity to better serve your travel needs in the near future. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/17) */
August 17, 2015
[redacted]


[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 Car booking with Hertz at the Cavalier Inn at the University of Virginia. Specifically, you state that you have found both negative reviews and reports of this hotel having bedbugs online. As such, you are requesting that we provide you with a full refund or credit totaling $105.41. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Due to your concerns regarding online reviews and reports of bedbugs we have read the reviews found on multiple sites including Expedia and TripAdvisor. The vast majority of reviews for the Cavalier Inn at the University of Virginia on Expedia are positive, showing a 91% recommendation of guests. It is also worth noting that no reports of bedbugs were found on any of the reviews we found. TripAdvisor does have more varied selection of reviews, but the majority of them are still positive and many comment on the cleanliness of the rooms provided.
Based on the information above we will not provide you with any compensation for this booking. We regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Really, you investigate the claim by exploring online travel sites? I provided you with the source of my information which is the bedbugregistry where if you checked you would find 10 complaints of bed bug incidences at this location. Possibly you did check but the information you were looking for was not there? Or maybe call the management or local health dept.? You are only fooling yourself!
Final Business Response /* (4000, 9, 2015/08/25) */
August 25, 2015
[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 Revdex.com, regarding your booking with Cavalier Inn at the University of Virginia on September 8, 2015 in Charlottesville, Virginia. We understand that you seeking to cancel this reservation for a refund because you have found unsatisfactory reviews online for this property. We regret any frustration this situation has caused you.
Hotwire has received overwhelmingly positive reviews for this over the past 3 months. I have reviewed the Bed Bug Registry entry, which was posted on July 15, 2015 but cites a stay in November, 2013. The hotel has confirmed there have been no bed bug reports this year, and they do have a management plan in place should any issues be reported.
At the time of booking Hotwire disclosed the Terms of Use for this reservation. In part it reads:
All bookings are final. No refunds, changes or transfers.
We ask you to confirm you have read, understand and accept these terms in order to complete the booking. A review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking.
At Hotwire, we expect our customers will have a clean and safe 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.
In consideration of the above information, we are not able to honor your request for a refund.
We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

May 11, 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 hotel reservation with [redacted]. I understand you feel that the reservation was fraudulently booked by Hotwire.   As previously mentioned, the booking cannot be completed unless a customer completes the booking path which requires a customer to provide his check-in details and billing information. In addition, the booking will not go through if a customer did not check the box indicating they accepted the Hotwire Terms of Use.   However, if you feel 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 fraud has occurred. Any pursuance made to get reimbursed for the unauthorized charge must be done through your financial institution.   As such, our decision to not honor your refund request remains final.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

July 13, 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] Airport North. I understand that you checked-out a day early because the condition of the hotel fell below our expectations. As such, you requested a refund of the unused night.   We appreciate your patience regarding this matter. We are in the process of reaching out to the hotel to verify your concerns.   I can assure you, we are taking this seriously and looking into this further. Kindly allow us more time and we will be the one to contact you once we have an information to share.   Again, thanks for your patience. 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, 2015/12/23) */
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

Initial Business Response /* (1000, 5, 2015/08/13) */
August 13, 2015
[redacted] St
[redacted], ** XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns sent through the Revdex.com,...

regarding your booking with Hertz at the Charleston airport, pick up August 1st, 2015. We understand that the midsize SUV you reserved was not available at the time you arrived to pick it up. As such you are requesting a full refund. We regret any inconvenience this has caused you.
After further review with Hertz, we found that they were unable to provide the reserved car type. Instead, they had offered a midsize car with the option to return later to pick up the SUV when available. The car was accepted, but the offer to return later for the SUV was not a possibility for you.
Here at Hotwire, we are able to secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our website will be used as originally booked. For this reason, all reservations are booked as non-changeable and non-refundable. However, if the agency is unable to fulfil the rental agreement, Hotwire has policies to compensate (depending on the scenario).
In this case, we were contacted two days after the downgrade had been accepted. As the reservation was used, Hotwire is unable to provide a full refund, or in cash as requested. We were able to apply 25% of the reservation in the amount of $78.88 HotDollars. HotDollars are equal to one US Dollar, and can be used toward any hot rate car or hotel reservation on the Hotwire site. Your HotDollars will expire one year from the date of issue, on August 6, 2016.
Because the other vehicle was accepted, Hotwire will not be able to provide any further compensation. We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns, please immediately contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No. I do not accept this resolution. I have said from the outset that I do not want a credit for future use of Hotwire I will not use Hotwire again after this experience. Moreover, I told Hotwire that I did NOT want HotDollars but they applied them to my account anyway. This is a breach of contract and a fraud. I intend to report this to the Attorney General and to seek redress in court.
I'm disappointed that the Revdex.com even lets Hotwire make this proposal. I understand that you are a business organization, not a consumer organization. But this is pathetic.
Final Business Response /* (4000, 9, 2015/08/20) */
August 20, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your booking with Hertz at the Charleston airport, pick up August 1st, 2015. We understand that the midsize SUV you reserved was not available at the time you arrived to pick it up. As such you are requesting a refund. We regret any inconvenience this has caused you.
Unfortunately, overbooking does occur occasionally in the travel industry. In such situations, our partners do their best to accommodate customers with the vehicle that will best suit their needs. We recognize that this situation is less than ideal and do our best to work with both customers and our car partners to reach a satisfactory resolution for all involved. In this instance, the Hertz offered to have you pick up the size vehicle you requested as soon as it became available. This was not convenient for you, and you opted to keep the smaller vehicle instead.
At Hotwire, 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. In order to complete the booking, you selected a box stating you read, understood and accepted those conditions.
Because a vehicle was accepted and used for the full rental period, Hotwire will not be processing an cash refund for this reservation. We have applied 78.88 HotDollars to your account for a future reservation. No further compensation is due.
At Hotwire, we rely upon the staff of our car rental partners to provide the quality of service our mutual customers come to expect. We take the feedback and concerns of our customers very seriously, and would like to thank you for contacting us regarding your situation.
Thank you for choosing Hotwire,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the exact same response as before.
Hotwire's position is to admit that I was not provided the car that I ordered and to say, merely, "tough luck." I do not accept this resolutionwhich is unchanged from Hotwire's position before I filed this complaint with the Revdex.com.
Absolutely nothing has been accomplished here. Giving me credit for future use of Hotwire (which I DO NOT intend to use again) even when I refused the credit when it was initially offered, is not acceptable.
It is surprising to me that the Revdex.com appears to condone this conduct. I DO NOT agree that this is an acceptable outcome. If the Revdex.com opts to close this inquiry it should in no circumstance indicate that the dispute was resolved. So far, this has been a worthless exercise.

April 11, 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 hotel reservation with [redacted] - Rockford. I understand you are dissatisfied with your booking because you feel that the property is not comparable to the hotel brands we listed at the time of booking. At Hotwire, we strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). For our Hot Rates®, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 2.5-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservation. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. We also offer select independent hotels not listed.
In addition, there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we use Expedia’s rating system and only downgrade based on customer feedback.
Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help.
 
Based on that information, we are unable to honor your refund request.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because: Hotwire clearly is not addressing my concern. They are diverting the underlying issue of misrepresentation. They are treating all of their customers horrible and  the proof is in their Revdex.com rating, their Facebook comments, and other reviews. They misled me in purchasing this hotel. They say they follow star ratings of Expedia. When I provide PROOF that they DO NOT FOLLOW star ratings of Expedia, they provide this terrible previous email. I refuse to accept their answer.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
The response from the business is misleading and indicates that I do not understand the Low Price Guarantee, yet has not explained how I am misunderstanding it. I do not believe I misunderstand the guarantee - Hotwire offered the same hotel on their own website for a deeper discount than it sold the same hotel to me as part of their "Hot Rate" special. I inquired for a refund of the difference immediately. Hotwire ignored me completely for over 1 month of my continued attempts to contact them. Now they refuse to honor the guarantee because too much time has passed and I do not have all of the documentation they require to refund me - apparently Hotwire does not know what rates they sell or advertise hotels for. Now they say I misunderstand their guarantee in this response - again, this situation does not seem like I misunderstand their guarantee, it seems like the business is trying to deflect and shirk responsibility with a deliberately misleading and inappropriate response that tries to place the blame on me, the customer, for their own horrific failure to respond to customer inquiries in a reasonable amount of time.
 
Change business model? What change of business model am I requesting? I am requesting that Hotwire find a way to respond to customers directly within 1 month of initial inquiry, and without having to get a third party involved. If that requires a change of business model, then yes, that is what I am requesting. However I get the feeling Samantha is trying to throw a customer under the bus to pretend that Hotwire has held up their end of the transaction.
Sincerely,[redacted]

April 5, 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 Better Business...

Bureau, regarding your reservation with Hotel Emona Aquaeductus. I understand you are dissatisfied with your recent hotel reservation, specifically with its star rating and internet accessibility. As such, you are requesting a 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. Nevertheless, you should expect a clean room in working order.Additionally, we strive for clarity on the site. Customers can choose the place they want to stay based on the amenities that best suit their needs, such as Free Breakfast, Free Parking or a Free Internet. If an amenity is listed, customers can expect it is found at the hotel. If you encounter a problem, first work with the hotel and contact us if you need help. After reviewing your account, I contacted the hotel and talked to [redacted]. He confirmed that they offer free internet access within their property. Because a contact was not made at the time of stay, please understand our options are limited.We remain confident our business model is meeting the needs of our company's goals. As we continually review and update the star rating of each property, we are confident the ratings accurately reflect the hotel's overall service, accommodations and facilities.Based on the information above, we are unable to honor your refund request.We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best Regards,[redacted]Customer Care 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, 2015/06/05) */
June 5, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on December 31, 2015, Ms. [redacted] booked a Hotwire Vacation Package which included a roundtrip flight from [redacted] and a three-night stay at the [redacted] Bay Resort from [redacted]
We understand from Ms. [redacted]'s complaint that she arrived in [redacted] and were not able to utilize the reservation that she had booked. She stated that when she arrived at the hotel that there was no reservation on file for her. Ms. [redacted] also stated that she was relocated to another property; The Omni Hotel, which she could not afford. She went on to say that she was treated rudely by the hotel staff. Ms. [redacted] is seeking a full refund of $708.25.
Expedia.com acts only as an independent reservations agent for hotels and has no control over the hotel, any of the employees or customers. However, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Ms. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact.
The feedback that Ms. [redacted] has provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptions. When customers book on Hotwire, we hope and expect that their travel will be a flawless event. Should unforeseen circumstances arise, we anticipate that our travel partners will step in to fix whatever difficulties occur; we regret that this did not happen for Ms. [redacted].
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this!!! I demand a refund, a service that I had bought and paid for was not met! There no was nobody at the hotel to contact, nobody gave me the time of day!!! Don't you think I tried!!! I emailed hotwire when I got home, called them, and sent TWO certified letters to the president...doesn't that count for trying to resolve the issue????? I demand a refund, I have tried many ways, times and alternatives to contact these people to no avail!!!!
Final Business Response /* (4000, 10, 2015/06/24) */
June 24, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response.
When you book on Hotwire, we hope and expect that your travel will be a flawless event. Should unforeseen circumstances arise, we anticipate that our travel partners will step in to fix whatever difficulties occur. In this case the [redacted] Bay Resort assisted by relocating Ms. [redacted] to a different property. Hotwire was not provided an opportunity to assist in that process and the booking was utilized in full. As such, Hotwire is unable to offer a refund for this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Final Consumer Response /* (4200, 12, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there was NO help to be had, I was in a foreign country and there was nobody at hotwire there!!!

Initial Business Response /* (1000, 5, 2016/01/05) */
January 5, 2016
[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 Better...

Business Bureau regarding your HotRate(r) car reservation. I understand you are dissatisfied with your recent car booking, as your request to change the dates of your reservation and claim for our Low Price Guarantee were not honored. As such, you are requesting a full refund.
Upon reviewing your account, I learned that you made a booking on December 9, 2015 for pick up on December 26, 2015 at 2:30 PM and drop-off on January 4, 2016 at 12:00 PM. Upon finding out that the reservation was in the wrong pick-up date you called our Customer Care Department on December 20, 2015.
We strive for clarity on our Web site. Because customers are charged for HotRate(r) reservation at the time of booking and are typically non-refundable, we are sure to point out booking details such as pick-up and drop-off locations, dates and times on our Trip Summary. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. Additionally, our customers can view their confirmation directly on our site utilizing the "My Account" link; located at the top of every page. An email confirmation is also automatically sent to the customer's email address on file.
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. For this reason, reservations are non-refundable and we do not have access to a reservation to make changes once it is finalized.
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
For our Low Price Guarantee, as we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demand. Upon completing the booking, you lock in the rate available at the time. I can assure you we work with our US and international partners to get the best rates on car rentals. Within 24 hours of booking, if you find a lower rate on another website for an identical booking, we will pay you the difference between the rates. However, as the rate you found was on Hotwire.com and outside the 24 hour window, you are not eligible for the Low Price Guarantee.
Based on our record, we have confirmed that you tried to pick-up the car and the car rental agency provided you a standard car, which is the car type you requested in your booking. As such, we are unable to honor your request for refund.
We appreciate your business and regret your Hotwire car experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire States:
"Based on our record, we have confirmed that you tried to pick-up the car and the car rental agency provided you a standard car, which is the car type you requested in your booking. As such, we are unable to honor your request for refund."
This is not the case. Hertz was not able to provide me with the size car I needed (standard) and only had smaller vehicles. I did not accept the reservation and had to go elsewhere to get the size car I needed to accommodate my party traveling needs. I could not fit all the passengers [redacted] their luggage into the car Hertz had. Hertz told me I had 24 hours from original booking date (which was 12/26) to pick up the car I requested (standard size)., I told them that Hotwire said it was 48 hrs and Hertz would hold the car for that period. Hertz said that was not correct. They offered me a smaller car which I could not accept. Therefore, I did not use the reservation and request a refund in full.
Final Business Response /* (4000, 9, 2016/01/27) */
January 27, 2016
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Hertz Rental Car. I regret you remain dissatisfied with the handling of your situation. I understand you are unhappy because the car type you requested was not available upon pick-up. We apologize for the inconvenience this has caused you.
As stated in your letter, the car was picked-up beyond the 24-hour holding period, which was the agreement made with the booking. If a cancellation or schedule change by the airlines prevents you from picking up your car within 24 hours of your scheduled pick up time, you will be able to cancel your reservation upon verification of the changes. This information is also provided in the confirmation email we sent after completing the reservation.
Prior to completing this booking, you have read, understood and accepted the Terms of Use which states that all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable.
Based on the information above, our decision to not honor your refund remains final.
We appreciate your business and regret your Hotwire booking experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that the reservation at Hertz would be available for 48 hours not 24. The 24 hour holding period you state is not what I was told on the phone.The car type I requested was not held and therefore I had to go to Thrifty to rent a car. By the way, I used Hotwire to rent from thrifty so at least this consideration should be taken.If Hotwire chooses not to honer this complaint I will no longer recommend nor use Hotwire for my reservations in the future.