Hotwire

Complaint: [redacted]I am rejecting this response because:
I want to speak with someone that is not part of the call center overseas. My biggest issue is the treatment I received from your employees at the call center. The amount of frustration your people put me through at a difficult time is not acceptable in any way. I am more upset at the incompetence of your team and the bad treatment I received than the extra two days of rental. The whole experience felt like a bad business practice. It was as if no one wanted to help me with my situation and everyone was transferring the call from one area to another. I felt mistreated and misled by your company when I was told that in your website under the fine print it said that I needed to provide a police report for refunds. Your employee told me to go there and look for where it said that specifically. I don't approve of your business practice, maybe you should review the calls!
 
Sincerely,[redacted]

August 22, 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 Better Business...

Bureau regarding your Hot Rate® hotel reservation with Extended Stay America - Seattle - Bothell - West. I understand you are dissatisfied with your recent booking because of the kind of breakfast you were provided. As such, you requested a refund.
 
Our records indicate that your reservation was a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told tahe general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.
 
At Hotwire, customers can choose the place they want to stay based on the amenities that best suit their needs, such as Free Breakfast. We recognize you were dissatisfied with the breakfast provided by the property. Please understand, how this will be provided to their guests is already depending on the hotel’s discretion.
 
Additionally, in order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as pet fees, parking services and other amenity descriptions. This would break our agreement with our partners to keep them anonymous until the booking is completed.
 
Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,
[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/13) */
August 13, 2015
[redacted]


[redacted] Lane
[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 Tampa International Airport. Specifically, you state that due to a work schedule conflict you will no longer need this reservation. As such, you are requesting that we provide you with a refund or credit between 85% and 100% of your total reservation. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Please understand that one of the ways that we are able to procure such low rates for you is by guaranteeing our car partners that once a reservation is made it will be used as booked with no modifications. This is why when making a reservation we state in our Terms of Use that "This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees."
Based on the information above we will not provide you with 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, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the "low" rental rates they were quoting were not the lowest available at the airport and the others had "conventional "terms. I choose to stay the course w/ Hotwire because of my perceived comfort level in my dealing w/ them several times in the past ; didn't take the time to literally digest all the fine print , assuming an equitable resolution to any conflict could be reached.
the terms of this rental agreement are seemingly structured to intentionally cause the user to lose out. Again, the vehicle rented was not taken out of service for the week and double dipping still seems illegal.
a one day penalty charge is acceptable;to be penalized the entire 5 day rental is not.
Final Business Response /* (4000, 9, 2015/08/18) */
August 18, 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 Revdex.com, regarding your booking with Hertz car rentals in Tampa, Florida on August 9, 2015. We understand that you were required to cancel your trip due to work commitments. As such you are a refund for these charges. We regret any frustration this situation [redacted] have caused.
At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Hotwire prepays for this reservation at the time of booking. 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. Hotwire explains at the time of booking that all bookings are final with no refunds, changes or transfers. We ask you to confirm you have read and understand this 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.
In consideration of the above information, we are not able to honor your request for a refund.
We understand our bookings are not for everyone. We find our business model works well for our company, as well as our customers who are flexible with their travel plans, and understand these are final bookings.
Hotwire appreciates your business and looks 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
Final Consumer Response /* (4200, 11, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there is no resolution offered and your "Hot Rates" are not the amazing deals you want to use as your defense.
the fact that HotWire is not willing to offer any reconciliation to myself or my company when they undoubtedly have numerous options they could exercise. A discount / upgrade / free weekend day or something should be offered.
I find HotWire's position as very "canned" and further exemplifies their core lack of commitment to customer satisfaction.

September 7, 2017                                    
 
[redacted]...

[redacted]
In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Sixt. I understand you are dissatisfied with your recent car booking because the rental agency does not provide rental without a roundtrip travel ticket. 
 
When booking a car rental on our Web site, our customers have the option to select whether they are using a credit card or debit card for deposit. If customers select they are using a debit card for example, it is then indicated if the rental agency requires proof of a round-trip travel ticket.
 
Additionally, please note that Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any car rental locations, and all booking are subject to the rental’s terms and conditions.
 
In your case, we will honor the reimbursement of the difference in rates between the Hotwire booking and your alternate car reservation. For us to complete this, kindly send the final receipt from the alternate rental agency. You may send it to [redacted] and we will review documents within seven to 10 business days.
 
For the experience, I applied 25 HotDollar credits to your account under [redacted] One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® cars, or any Hot Rate® hotels, valid for one year.
 
Moving forward, please be advised that most of car rentals require proof of a roundtrip travel ticket for local renters.   
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
Janielle Alarcio
Customer Care Relations
Hotwire Corporate Office

Please help me get my refund

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

regarding your booking with the Holiday Inn Express Southington, Connecticut. We understand that you were assigned smoking rooms, and as your son has asthma and you are dealing with colon cancer, you chose not to use the reservation. As such you are seeking a full refund. We regret any frustration or inconvenience this [redacted] have caused.
At Hotwire, we do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodated. Our partners will do their best to make your stay as comfortable as possible. If there is an issue on arrival, we ask that you call us immediately, so we can work with the hotel on your behalf to meet your needs.
Though we regret that you were unhappy with your rooms, our options to assist you are severely limited by the fact that it was after the reservation was complete that you contacted Hotwire. However, we apologize on behalf of our Hotel Partner if the rooms you were assigned did not meet your needs. In the future, when booking with Hotwire, we would like to make you aware of our amenities filter. If non-smoking rooms are important in your travels, you are able to select smoke-free from the amenities filter; thus narrowing your search results to only those hotels that are smoke-free. We have confirmed that you did not book with a smoke-free property.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
In consideration of the information above, we are not able to honor your request for a refund of this reservation.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
I know you have a legal basis to put people in any type of room. My complaint is with you policy to put people in smoking rooms without their consent. Although it is indicated somewhere in the small print, I'm sure you wouldn't want your baby or grandmother staying in a smoking room and although your information regarding number of beds is clear your smoking policy is not plainly indicated. I have been a hotwire customer for many years and have made thousands of dollars in reservation with your company. I'm telling you that putting my family in a smoking room was poor business and that I was not aware of you policy and that I rebooked another room with you. The right thing to do would be to issue a refund. Although you are not legally bound it is the right thing to do for a great customer who had a horrible experience. Take into consideration the fact that I have never complained in the 20 years I have been using hotwire.
That night it was 6 pm, the hotel was sold out and the 2 smoking rooms were the last ones left. Contacting hotwire at that point would not have changed our room. All other local hotels were sold out. At that point I read the full policy and found the non-smoking icon on another hotel. I used hotwire again and book two rooms on the other side of Hartford.
I hope you understand my complaint and make an effort to remedy the situation. If you are unwilling to compromise I will continue to file complaints and reviews on trip advisor, yelp and other travel sites indicating your poor customer service and smoking policy.
I look forward to your response.
[redacted]
[redacted]
Final Business Response /* (4000, 9, 2015/07/22) */
July 22, 2015
[redacted]
[redacted].
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Holiday Inn Express Southington, Connecticut. Specifically, you state that the only room available was smoking room. As such, you are requesting that we provide you a full refund totaling $148.21. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Our hotel suppliers offer unsold inventory at discounted rates with the understanding that the reservations will be used as booked. Once a reservation is made payment is sent directly to the hotel and Hotwire is billed, because of this we do not provide any change, exchange, or refund.
Here at hotwire we understand that many of our customers prefer a smoke free environment, as such we have the smoke-free amenity available on our website. As the smoke free amenity was not advertised for this reservation it is not a room type we can expect our hotel partner to provide.
Based upon the information above and our previous correspondence we will not honor your request for a refund totaling $148.21. We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate office
Final Consumer Response /* (4200, 11, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable. States and counties now have laws about smoking in public areas for a reason. You should not be able to place a patron in a smoking room against their will. It should be clearly stated on the reservation before you make it that you will get a smoking room. Placing someone in a smoking room is a health hazard and I'm sure will be illegal in the near future. Until then as a business you should do the right thing. CLearly state that someone is going to be placed in a smoking room. It is no different than placing a customer in a room full of mold.

Complaint: [redacted]I am rejecting this response because:You have this hotel listed a 2 star hotel and so why are you offering this same hotel as a2.5 star. The hotels you listed are what I was hoping to get. Not this 2 star hotel. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19, 2015
[redacted] XXXXX
Re: Revdex.com Case #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the Sheraton Baltimore North Hotel on June 27, 2015 in Towson, Maryland. We understand that you did not use this room because you booked an alternate hotel. You are seeking a refund for these charges. We regret frustration this situation created.
At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Hotwire prepays for this reservation at the time of booking. 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. Hotwire explains at the time of booking that all bookings are final with no refunds, changes or transfers. We ask you to confirm you have read and understand this 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.
Hotwire has reviewed this reservation, and no indication of fraudulent use of the account was found.
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. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not book this room, therefore I do not respect their response. I understand Hotwire's policies and have spent thousands of dollars booking rooms and vacation through their website. I know what their policy is and as I explained earlier, I did not book this room. I will never do business with hotwire again, nor will I recommend them to anyone in the future.
Final Business Response /* (4000, 9, 2015/08/26) */
August 26, 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, as sent through the Revdex.com, regarding your hotel reservation at the Sheraton Baltimore North for June 27, 2015. We understand that you didn't book this hotel, and as such you are requesting a full refund. We regret any frustration this [redacted] have caused.
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing that once booked the reservation will be used as originally made. 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. There are several steps that must be completed in order to complete a reservation, which includes entering the credit card information and agreeing to our rules and restrictions. Hotwire explains at the time of booking that all bookings are final with no refunds, changes or transfers. We ask you to confirm you have read and understand this 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.
Based upon the above information, our decision will remain the same, and we will not be honoring your request for a full refund. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/08/27) */
August 27, 2015
[redacted] Place
[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 Hertz on August 12, 2015 in Colorado Springs, Colorado. We understand that you returned your rental vehicle early, and you are seeking a refund for the unused days. We regret any frustration this [redacted] have caused you.
At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Hotwire prepays for this reservation at the time of booking. 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. Hotwire explains at the time of booking that all bookings are final with no refunds, changes or transfers. We ask you to confirm you have read and understand this 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.
Hotwire has reached out to Hertz. We have confirmed the car was billed for the full term of the reservation. Hertz has not authorized any refund for this reservation.
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. 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, 2015/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hertz management has told me theyhave not yet been pated by hotwire for reservation. I need to know whichcompany is not telling me the truth. As far as I know I have paid hotwire and hertz is still waiting to be paid. With this knowledge somethingisnot right and having2 companies tell me to talk to other company is a complete disregard for their customers.
As for the accepting terms of payment is final. I saw nothing mentioning that until transaction was already paid. Telling me about terms after transaction is a very bad sign of a company taking advantage of its customers in a questionable manner. A mannerthat should be investigated.
The only resolution I can think of is a conference call with a hotwire corporate contact and hertz corporate contact.
Please let me know what I should do next. I am also in contact with hertz to solve this matter
Final Business Response /* (4000, 9, 2015/09/16) */
September 16, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted],
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Car reservation with Hertz at the Colorado Springs Municipal Airport. Specifically, you are stating that you did not know reservations are final until after the booking was complete and that you think Hertz has not been provided payment for your reservation. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
Please understand that one of the ways we are able to procure such low rates is by advising our partners that once a reservation is finalized it will be used as booked. Due to this, the first bullet point in our Terms of Use states that "This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees." In order for a reservation to be finalized it is required that you check a box indicating that you understand and accept this.
Once a Hot Rate Car is booked payment is immediately sent out. This is another reason our partners offer Hotwire customers such great deals.
Based on your previous contacts with us and the above information, our decision to not provide any change, exchange, or cancelation will remain unchanged. 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 Business Response /* (1000, 8, 2016/01/05) */
January 5, 2016
[redacted]
XXXX XXth Ave S
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer Email Address [redacted]@gmail.com
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com regarding your failed booking attempts. I understand you are dissatisfied because of the funds held for a reservation that could not confirm.
At Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since your attempt could not be completed, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies.
We are able to assist a customer in getting a pending hold release potentially expedited. In order to do so, we must contact the customer's financial institution to inform them we will not be collecting the funds held for the failed booking attempt. Based on the financial institution's policies, they may or may not honor our request to expedite the release.
We appreciate your business and look forward to assisting you further with this matter.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/20) */
September 20, 2015
[redacted]
XXXXX [redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns, as...

sent through the Revdex.com, regarding your hotel reservation with the Scottish Inns Near the Falls & Casino for September 12, 2015. We understand that you had wanted to book a 4 star hotel, but feel you received a 2 star hotel. As such you are requesting a refund and a free hotel stay anywhere you want. We regret any frustration this [redacted] have caused and appreciate the time you took to bring this to our attention.
After some investigation, we saw that the first attempt to create a booking for September 12, 2015 was for a 2 star hotel. The booking that was confirmed was for a 2 star hotel as well. It appears the booking completed for the correct star rating.
At Hotwire, 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 for further review. Because contact was not made to us about the condition of the room until after the reservation dates, our options are limited.
We contacted the hotel, and they mentioned when you checked in, they upgraded your room to a room with two beds and a Jacuzzi. They said there weren't any issues brought to their attention. If there are any issues with your room, after you have checked in, please bring those issues to the attention of the front desk or call our customer care representatives at 866 HOTWIRE (866 468-9473. They are available 24 hours a day to assist you.
Based upon the above information, we will not be honoring your request for a refund and a free hotel stay anywhere you want. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did contact customer service and I was suppose to be getting a 4 star hotel for that price but the app glitched. the Jacuzzi tub had brown comming out of it and everything was filty. I told the owner it was filthy. the entire place was was discusting it should be shut down aND it is a scam that they took that much money from us! the only other person we talk to there other than the manager who was staying there also complained several times too. I have pictures of the filth that was there too!!! who [redacted] I send them too?! my fiance and I got got unual acne all over our faces from the pillows and we felt sick mentally and physically the next day! I'm thinking a out suing hotwire for not making this right. I am appalled by the horrible customer service I was giving by calling them twice as well!! I was on the phone for over an hour for just one of the calls!?!?!? my fiance and Is hard earn money was ripped off! this is unexceptabl! someone is going to make this right! WHERE DO I SEND THE PICTURES OF THIS FILTHY SICKENING HOTEL!!!!!!!!!!!! THE FLOORS WERE SO DISCUSTING. DID YOU GUYS EVEN READ THE ENTIRE POST?!?!?!?!?!?!?!?!?!?
Final Business Response /* (4000, 9, 2015/10/14) */
October 14, 2015
[redacted]
XXXXX [redacted] XXXXX
In response to the Revdex.com case number: XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear Ms. [redacted],
We are writing in response to the issues you raised with Hotwire through the Revdex.com regarding your hotel reservation with the Scottish Inns near the Falls & Casino for September 12, 2015. From what we understand, your complaint originated with a previous hotel reservation which fell short of your expectations and we do apologize about the inconvenience this has caused you.
We were able to contact the hotel and we spoke to[redacted] September 20, 2015 who validated that there were no issues reported during your stay and you were upgraded to a room with two beds and a Jacuzzi.
At Hotwire, we do expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working order. As this hotel stay is complete, our options to work with the hotel to resolve this situation are limited. Hotwire appreciates your feedback regarding your experience at the Scottish Inns Near the Falls & Casino. Our goal is to exceed your expectations and we regret we did not do so on this occasion. For future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please first work with the hotel and if needed contact our Customer Care representatives at 866 HOTWIRE (XXX XXX-XXXX). They are available 24 hours a day to assist you and we will work with our hotel partner to resolve the issue.
We regret to inform you that we cannot provide a refund or any additional compensation to your account.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate

August 2, 2017
 
[redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with [redacted] Hotel & Convention Center. I...

understand you are dissatisfied with your recent hotel booking as you feel that the location of this hotel was not in the highlighted area indicated at the time of booking.  As such, you requested a refund.
 
Our records indicate you booked a Hot Rate® hotel. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.
 
To better understand your concerns, I recreated your search and selected the area of your choice which was "Ioannina, Greece ". Upon selecting the Hot Rate® deal, a page wherein a green shaded map area is provided. This is to give every customers an idea of where their hotel location maybe. Upon review, the hotel you received located at 7 km National Road Ioannina-Athens Ioannina, Greece [redacted] is within the green shaded map defining that area.
 
On 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, we are unable to honor your refund request.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

March 9, 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 Advantage Rent a Car. I understand you are dissatisfied with your car reservation. You indicated that your Low Price Guarantee claim was not honored.   Upon review, I listened to your call with the travel specialist. We apologize for the mishandling of your case.   I will be more than happy to honor your Low Price Guarantee claim. As such, a refund in the amount of $25.48 was processed back to your account. Please be advised that refunds may take one to two business days to process and 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, 2015/08/15) */
August 15, 2015
[redacted] Court **
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
We are writing in response to your inquiry with Hotwire and the...

Revdex.com regarding your rental car reservation with Hertz, on August 26, 2015 in Providence, Rhode Island. I understand you had seen an advertisement for a rate lower than the one you booked, and are seeking a refund of the difference in rates. I regret any frustration this situation [redacted] have caused you.
Hotwire understands you are dissatisfied with your recent attempt at booking a car reservation; specifically, with the rate available for the location, date, and time you searched. You feel that if Hotwire advertises rates from $28.99 per day than we should provide that rate for all locations and times. As such, you are requesting a car reservation for $28.99 per day.
We work with live inventory to insure the lowest rate available will be listed at all times. This means our rates are constantly fluctuating based upon availability and demand; however, completing the booking will lock in the listed rate. We can assure you that we work with our US and international partners to get the best rates on car rentals and that if you find a lower rate within 24 hours of booking, for a completely identical reservation on another website, we will pay you the difference.
On our website we do often have an advertisement that states "cars from" and then we list a great rate available at the time. While this rate is available on our website, it is advertised before you put in your search criteria. As such we cannot guarantee that this rate will be available for the location, date, and timeframe that you will be looking at.
Based upon the information above we are unable to honor your request for a car at $28.99 per day. 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]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't think Hotwire should be able to advertise rates that are not available. I saw the ad and clicked and the rate was not available. It should not be advertising something that consumer cannot get when they go to the Hotwire Web site. I believe that is called "bait and switch."
Final Business Response /* (4000, 9, 2015/08/19) */
August 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
We are writing in response to your inquiry with Hotwire and the Revdex.com regarding your rental car reservation with Hertz, on August 26, 2015 in Providence, Rhode Island. I understand you had seen an advertisement for a rate lower than the one you booked, and are seeking a refund of the difference in rates. I regret any frustration this situation [redacted] have caused you.
Hotwire strives to find the best rates available at the time of your booking. We show examples on our website of some of the great deals our recent customers got so that you can have an idea of what to expect. We disclose at the time of booking:
There is no guarantee that this price will be in effect at the time of your booking.
While this rate is available on our website, it is advertised before you put in your search criteria. As such we cannot guarantee that this rate will be available for the location, date, and timeframe that you will be looking at.
You can be confident we work hard to negotiate the lowest rates with our partners. This is why we offer our Low Price Guarantee. This is in place as assurance to our customers we are providing the lowest rates available. Within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates.
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 accepted the offered rate, and selected a box stating you read, understood and accepted those conditions.
In consideration of the information above, we will not refund your reservation as requested.
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
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire's ads are a case of "bait and switch." They advertise rates for cars at a specific airport that are not available when you go to the company's Web site. This appears to be a corporate practice and it is wrong.
It is the same thing as a brick and mortar store advertising a price for a specific product and you go to the store to buy it they tell you it costs more.
Hotwire is deceiving prospective customers.

Initial Business Response /* (1000, 5, 2015/09/23) */
September 23, 2015
Revdex.com
Hotwire - Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an...

issue from our customer. We appreciate the Revdex.com allowing us 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 complaint #XXXXXXXX) regarding the package reservation change request.
Our records show on August 19, 2015, Mr. [redacted], with the assistance of a sales agent, booked a Hotwire.com flight and hotel package reservation via booking number XXXXXXXXXXX, with a travel commencing on October 13, 2015. We understand from Mr. [redacted]'s complaint, he has made several online attempts to change the hotel portion of his reservation as well as with customer support agents but no resolution has been provided. The customer is requesting assistance with changing the hotel portion of this reservation and to be contacted by a U.S. based corporate representative.
Upon researching the customer's complaint, we can confirm on September 17, 2015 a phone call was made to Mr. [redacted] by one of our U.S. based customer support lead agents related to hotel change issue. A resolution was given to the customer and issue was resolved.
Hotwire's goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a resolution has been given to the customer and the issue has been resolved to Mr. [redacted]'s desired outcome, Hotwire considers this matter closed.
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, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was called but there was still no satisfactory resolution. I still can't log in online and I still was unable to change reservation. The hotel that I want to change to is supposedly booked but if I was to book a new reservation online it is still available. How can I book a new reservation through your website if the hotel is booked? Why would the response to Revdex.com show this has been resolved when it hasn't? The only thing that was done was I received a call with the same problem repeated and same wrong answers. Revdex.com can log on under Hotwire.com using email [redacted]@yahoo.com with my itinerary# and confirm the issue remains unresolved as well with veiwing online. I am at the point were I see the reality that this will never been solved by this company before my departure date and the company can care less.

Initial Business Response /* (1000, 9, 2015/06/30) */
July 30, 2015
[redacted]
[redacted] DR
[redacted] XXXXX
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted]:
Thank you for the opportunity to address your concerns sent through the Better...

Business Bureau, regarding your stay at the Extended Stay America located in Nashville, Tennessee. You state that the room condition was unacceptable and you were promised a refund but it was never given. I apologize for any inconvenience this [redacted] have caused.
On June 20, 2015 a call was placed to the hotel to verify condition of the room as well as the promise of a refund form the hotel. I spoke with Devon at the hotel who advised they have offered you a full refund. We have processed your refund on June 20, 2015 in the amount of $112.44.
Based upon the information above, we have issuing a full refund. We appreciate your business and look forward to assisting you with your future travels.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (2000, 11, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was a Shang they they could not refund my money without gettin the Revdex.com involved but I'm thankful for your help and will never use Hotwire again . Than you got your help in this matter I greatly appreciate it .
Sincerely,
[redacted]

April 29, 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 hotel reservation with [redacted] Atlanta - Midtown. I understand you spoke directly to the hotel’s management.
 
As we were not informed directly about this refund instruction by the property, our option is to contact them directly. I attempted to contact Mr. [redacted] today, however, he is currently not available. Rest assured that we will follow up with him about this matter.
 
Kindly allow us more time to confirm this from the hotel and we will reach out to you once your refund is already processed.
 
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: I accepted changes to my itinerary, but not once but twice your customer service reps made the wrong changes. Changes I did not agree to and changes I did not accept. I am fully aware of flight changes and cancellations. I agreeed to the change. The change that I agreed to was not made. Instead a flight was completely removed without refund and upon fixing that issue they changed two of my other flights that I never agreed to. Shame on you and your company. Shame on the people that would argue and lie over fixing their mistakes. I'm not an it. I know how this stuff works. I was happy to accept the changes but I will not let my entire scheduled trip be ruined because Hotwire made a mistake and doesn't wasn't to spend money to correct it. Unbelievable. Not paying the small amount to fix this is costing the company more money in a returning customer. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/30) */
October 30, 2015
[redacted] East [redacted] Street
[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 Town and Country Resort & Convention Center in San Diego, California. I understand you are dissatisfied with your recent hotel reservation, specifically with the 3.5 star rating of the property and the negative reviews you read online. Thus, 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 want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly.
Based on your concerns, I read reviews on numerous sites and while I did find some reviews citing concerns; I found the most recent reviews on different sites were very favorable citing the hotel's cleanliness, great location and helpful staff. Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. We want to give our partners the opportunity to provide all guests with a satisfactory stay.
Based on the above information, I am unable to process your request for a full refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unsure how you can say that you want your customers to be able to trust the Hotwire brand, when you cannot stand behind the quality of your bookings.
I paid for a 3.5 star review booking, I never used the booking because of the absolutely horrendous reviews listed about the hotel. Now you claim to have read some recent better reviews and are basic your denial of my refund for that reason? I'm unsure of how that makes any business sense. I figured a company like Hotwire would place customer satisfaction above all else. In essesence, Hotwire stole my money and is telling me too bad, some of the reviews are better now, better luck next time.
Again, the Hotwire's business sense is comical. You can rest assured that Hotwire will NEVER be used again by my friends or family. Expect a letter to be written to your CEO regarding your lack of concern for customer care. Your response is just as terrible as the terrible customer care I have received from Hotwire from the moment I booked this room.
Final Business Response /* (4000, 9, 2015/11/19) */
November 19, 2015
[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 reservation with Town and Country Resort & Convention Center. I regret you remain dissatisfied with our decision after we read the reviews online.
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. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly.
At Hotwire, 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 for further review.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on the information above, our decision to not refund your reservation remains final.
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, 2015/08/02) */
August 2, 2015
[redacted] Lane
[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 car rental reservation with Enterprise, scheduled for pick-up at the Philadelphia International Airport (PHL) on June 17, 2015. We understand that you went to the address listed on your booking confirmation, and Enterprise was not at that address. You went to the next closest Enterprise location as recommended by the taxi driver you had retained and picked up a vehicle there. You were then billed anew by Enterprise, and as such, you are requesting your Hotwire reservation be refunded. We regret any inconvenience this [redacted] have caused.
After additional research, we have confirmed that the address you were provided was incorrect for the rental agency. As such, we have processed a refund to the Visa card used to book the reservation in the amount of $298.32 on August 2, 2015. Please allow up to three business days for the bank transfer of funds. If there are any concerns about when it will appear on your statement, please contact you card issuer.
We regret the frustration this situation [redacted] have caused and appreciate that you took time to express your concerns, as it alerted us to the fact that the agency information was incorrectly listed. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect.
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 /* (2000, 7, 2015/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Hotwire's response and have confirmed that they refunded me the correct amount. I very much appreciate your assistance, Revdex.com and [redacted] @ Hotwire (but especially Revdex.com, as Hotwire previously refused the refund). Thank you!